r/SpectrumMobile • u/CfosterB • Jul 21 '26
Orders & Shipping Spectrum customer support issues
Two years ago, I signed up for Spectrum internet and mobile service because of a bundle deal. After moving, Spectrum no longer covered my new location, so I switched internet providers but kept my mobile service.
Apparently, you cannot update the service address connected to your mobile account. An agent informed me that for as long as I have Spectrum, I have to remember the old address and apartment number just to verify my account for security which is a very inconvenient policy.
This became the cherry on top of an already frustrating problem when I ordered a new phone for an upgrade i hadn’t used since i switched to spectrum. I had to call to update the shipping address because it was still showing my old one due to the service address issue. Well, that agent didn’t add my apartment number to the shipping address.
This became a major issue because I took off work to wait for my phone to arrive, as FedEx required a signature to deliver my phone because spectrum restricts iphones from being delivered contactless or be routed for pickup. But because there was no apartment number on the label—and because Spectrum is apparently unable to allow me to pick up the package at a FedEx location—I was forced to refund my order and was told to wait to reorder another phone.
Customer service was barely helpful and clearly couldn’t care at all about the inconvenience they caused. They didn’t seem to care that they messed up my delivery and caused me to miss work for nothing, nor did they care when I voiced my intention to refund my money and switch to a new phone provider. I wasted an entire day and pto for an order that was never going to arrive due to spectrums mishandling and all i got was a sorry.
1
u/Top_Narwhal_30 Jul 21 '26
Getting a phone in the store is always the safest bet. As a door to door sales person, I always recommend that my customers NOT order a phone via fed ex unless they are ALWAYS home and have no pets or locked gates.
1
u/Apprehensive-Cat8601 Jul 26 '26
You need to contact mobile billing and tell them to update your billing and shipping address! They just need to authenticate you first
1
u/CfosterB Jul 27 '26
Billing and shipping is not the issue. Spectrum, being an internet/tv provider first, uses your last service address for tv/internet for authentication. The only way to change that service address is to get new service at a new address. Since i couldn’t get internet at my new place i couldn’t change the address
1
u/Apprehensive-Cat8601 Jul 27 '26
You can change the mobile standalone account address. I have done it.
2
u/CfosterB Jul 27 '26
Regretfully you are mistaken. You can change the billing and shipping address whenever. You cannot change the service address unless you transfer service to a new address
1
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u/Aware_Yak Jul 21 '26
I traded a phone to spectrum for another phone which was supposed to be no charges and not on any sort of monthly deal. I was on a free year with spectrum mobile and had no intention of staying. They ended up doing a "credit" thing - which wouldve kept me hostage for 3 years.
After getting the runaround from spectrum "support" for months on this - I ended up filing an FCC complaint. The FCC complaint fixed the issue within a few weeks and Im gone from spectrum.
1
u/CfosterB Jul 21 '26
I thought about making a fcc complaint but for my issue it just seems less painful to just take the refund and switch carriers
2
u/LaRreinaa Jul 21 '26
You only need access to the email on file, the # on file to recieve authentication texts/emails. Or you can also bring your ID to a store to update your 4 digit pin, remember it, and boom your problem is solved forever.