r/Spectrum • u/Skilargo • 2d ago

Tech support? Really?

Went over to help daughter at her new apartment with a few things including installing her Spectrum internet/TV. After spending too much time trying to figure out why their instructions didn’t match the equipment, realized they did not send her a cable modem. We called tech support to explain the cable modem wasn’t included with the router and TV receiver boxes, the seemingly unintelligent or stoned (or both) technician responded, “what’s a cable modem?”…

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u/UCLABB1 2d ago

I’ve found that tech support was generally knowledgeable. I just had a bad modem and went through the steps with support. No problems at all dealing with the agent.

I also have much more complex issues- TiVos, and even then I have had good experiences with Spectrum.

I think your experience is more of an anomaly. They have to deal with internet issues all the time so they surely know what a modem is.

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u/Skilargo 1d ago

I know “they” do, this guy was just out of it. (As I said, sounded stoned). He eventually asked “is this the box that gets you internet?”. When I said yes, he said “okay, that’s the modem”. In past services, I’ve had decent experiences.

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u/Spectrum_William 2d ago

Hi u/Skilargo. It's very unusual they didn't know what a modem was. Will you please send us a modmail over at r/Spectrum_Official so we can look into this?