Breaking: I interrupt this blog to bring the following post.
Spectrum has arrived as the new provider replacing Time Warner Cable (TWC).
While their ads are touting it as something new and better, it is really crap. I am hear to cut through the clutter and reveal the current truth of this provider.
On the surface, the only major changes seem to be just the rebranding of the name. However, for those who previously had Charter as their provider may not be happy with what the TWC moniker brought to them. Even worse, is what has been taken away from TWC users.
I found my first problem last week after the changeover when I could no longer get one of the channels I had previously been receiving on our DVRs. So I decided to call and see what they could do for me since rebooting the box didn’t solve the problem.
And now let the nightmare begin.
After speaking to 8 (yes, 8) different people over the course of 1 hour and 40 minutes, I had no solution to my problem. During the time I was on the telephone, I think I was left in limbo as the phone rang back a couple of times and someone else answered. Each time I had to explain my problem again and again.
Some of the people were techs, customer service, and even one was just a general operator. Some also identified themselves as employees of Spectrum while others identified themselves as employees of Time Warner Cable. Apparently, this company is still severly fractured as the results that I received were embarrassing at best. To make matters worse was that I asked the same question to every person I spoke with and got at least 3 different responses. Nobody seemed to know a solution and were just guessing at a possible solution.
I finally ended the call with someone in billing and I really expected some sort of credit to my account for the frustration I recieved, but no such luck.
As far as customer service goes, they failed worse than TWC ever did.
However, the loss of one missing channel was just the beginning.
It seems that Spectrum has 3 levels of service: basic, silver, and gold. To receive the most channels, you need the gold package. But if you want the following channels among others:
- The Word Network
- Jewish Life Network
- Disney Channel West
- Nick 2
- New York News 1
- CNN International
You are screwed as these channels are no longer available in any Spectrun package. So someone is paying nearly as much as previously but with fewer channels. In fact some channels that used to be part of TWC basic package requires the Spectrum gold package to receive them. As far as I am concerned, Spectrum has taken a major step backward in cable service. I like to call this classic “bait and switch”.
They are also promoting their internet service now with starting speeds of 60Mbps. In the past, I was paying extra for the TWC turbo speed. With that service, I was averaging about 25Mbps. After the switchover and rebooting my modem (my choice to reboot), I was getting at best a top download speed of about 38Mbps, nowhere near the 60Mbps that they are promising. I decided not to make another phone call and waste more time with air incompetent employees. I have been testing my speed daily and I seem to be averaging about 28Mbps, only a slight increase from the TWC service. Maybe it might be better at say 2am, when I used to do some of my internet surfing, but I haven’t done that in months.
I cannot speak for how the phone service has gotten better or worse since I don’t have that feature.
By checking out the Spectrum Facebook page, it seems they are bombarded with complaints from around the country especially from former TWC customers. Apparently, I am not the only dissatified with their service.
Given that the only other choices in my area is satellite and with no competition, Spectrum has to be my service. I am hoping that the service improves and that the channels removed will be replaced and that the internet speed improves.
Currently, I have reservations of recommeding Spectrum service.
It may be a new day according their television ad, but the dark storm clouds are prevalent.
My score: 2. (based upon current level of service)