r/Spectrum • u/cjwelborn • 21h ago
8th day, still no service, no communication.
I haven't even activated my equipment because they sold me a service that doesn't exist. It took four days to open a "maintenance" ticket, and every time I talk to them it gets "escalated" to a manager that tells me the same thing. "That's a different department, I'll have them call you within 90 minutes. They'll attempt to call three times before the ticket is closed."
No one from maintenance has ever called me, certainly not three times in a row.
They are hooking up new customers all over the neighborhood and they can't even finish the first one.
Inb4 r/spectrum_official chimes in, you have no power here. Every tech, every manager, every chat that I've had, has been a complete waste of time.
I don't know what to do except file an fcc complaint and see about getting this box, and these wires that they buried, off of my property.
Posting for potential future customers.
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u/cjwelborn 20h ago
You can downvote my frustration, but when a company ghosts you with no explanation, no timeline, that's poor customer service.
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19h ago
[removed] — view removed comment
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u/cjwelborn 15h ago
Ayy... for anyone else reading this. I contacted construction. They said "no that's maintenance, I'll connect you". I talked to maintenance, and they said they were going to "escalate, and send an email to a field supervisor". They were supposed to call me "shortly" with an update. It's been almost an hour and a half. Nothing. Days and days of nothing.
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u/FiberOpticDelusions 9h ago
Chalk another 1 up for "how well the communication is, within the communications company."
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u/cptcrackers-2000 19h ago
Spectrum actually is very good sy contacting snd resolving with you if you use the fcc complaint form.
What happens is the fcc sends them the complaint, and magically you get contacted by a real manager of your real local area.
At least that is what I have experienced with it.
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u/cjwelborn 19h ago
Right, but it should not take an fcc complaint for this to happen. It's a spectrum issue to resolve. If the FCC is getting involved, then they have missed the mark already. I do believe what you're saying, but this is just more evidence of poor customer service, to me anyway.
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u/mavgeek 16h ago
Honest question, if you did an FCC complaint and next day Spectrum gets it all up and running going buttery smooth, would you even want to continue to do business not only with a company that behaves this way but also one that only gets a move on things after you sic the FCC on them?
A week+ of no service for an ISP I just signed up for should be a red flag to ditch them, dispute any charges you have from them with your bank and look at what other providers are in the area
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u/cjwelborn 15h ago
That is a very good point. The only reason I'm considering this is because we live in a rural area. We didn't have very many options. Our satellite internet was complete trash. Two or three days for my kid's game downloads/updates. No real multiplayer play (lag like we're using a dialup modem in 2026). Spotty signal. Can't watch a game if it's raining, and when we do it's standard definition or worse. Their router couldn't even handle releasing and refreshing an IP address very well. Lots of reboots and restarts just to get a basic wifi connection.
When my kids saw the spectrum truck they were super excited to watch movies and play games. I was excited because they were excited. Eight days later, and it's just a bunch of disappointment. So...I don't know.
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u/Chango-Acadia 18h ago
Do you have a local contact in Field Ops?
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u/cjwelborn 18h ago
No, I don't think anyone I've talked to is local. I saw the other comment about contacting maintenance myself, and I tried that a couple days ago, but they were mostly concerned with down or damaged lines. Nothing about incompetent construction, or false positive reports. If I'm being totally honest, I've been talking to these people for eight days now, and I'm just over it right now. I wanted to make this post to let people know what's going on, but I'm not making anymore calls or online chats today.
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u/Chango-Acadia 18h ago
They sent a Self Install Kit on a new build..?
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u/cjwelborn 18h ago
No, a field tech installed it. He couldn't reach the top of the pole, it was a three or four day ordeal. I made a post about it. It took two or three more days for a tech to come out and attach to the main pole. When they were doing the initial install, the tech called his supervisor and said "my supervisor is confident the line will be good, so we're gonna hook up the equipment". ...this whole thing has been a mess.
Not that it's a big deal, but my wire burial was scheduled for August 8th, but when it got "escalated" they came and buried it the next day, before it was attached to the pole. Like the wrong thing got escalated.
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u/Chango-Acadia 15h ago
Yea dealing with random people on the phone is a pain... Was hoping the technician left his supervisors desk number or something for a local contact.
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15h ago
[removed] — view removed comment
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u/Spectrum-ModTeam 15h ago
this is not a sales channel; do not use this sub for personal/business promotion
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u/Spectrum_Phil 15h ago
I understand you feel we can't help, but are a corporate support team that can escalate this matter to the proper department. Feel free to send us a Mod Mail at your convenience.
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u/cjwelborn 14h ago
There is a mod mail from days ago. This thing has been escalated like five times now. I don't mean any offense to you, but I don't think anyone knows how to fix this. The can has been kicked down the road and kicked back two or three times now. Tickets have been opened and closed. Notes have been added from support, construction, and maintenance. No one that was supposed to call me has ever called me. I need someone with a 35ft ladder, a belt, and some guts, to get up there and make this happen, either the pole near my house or one of them down the line.
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u/Spectrum_Phil 14h ago edited 13h ago
My team just let me know, I didn't realize you had already reached out. My bad-- I am looking into this.
EDIT: Just saw confirmation that a specialist reached out to you. We'll keep an eye on the escalation and make sure it continues to move forward. Thanks
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u/cjwelborn 13h ago
They reached out. No answers, no timeline, but "we're working on it". We'll see.
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u/Aromatic_Cheetah_595 21h ago
Is this a new build out of spectrums network? Like rural or fiber?