Hate spectrum. They promise one price then start raising it until your dropping a couple hundred a month for service so unreliable you can stream it better.

Yikes. Whoever the manager/district leadership is, you seriously need to take a look at your customer throughput. Waited for over an hour to turn in equipment in which I had an appointment for.3 associates at registers assisting customers that takes at least 20 minutes per customer.What is going on with your operations process...? Clearly youre not showing vested interest in this stores process, or the employees productivity.

Spectrums toll-free service and myself spoke and decided this store was where I needed to return an order that was never requested . I am disabled, my service dog find myself worked in and found the store to be overwhelmed with customers. I looked about the store 4 a representative that may take this large package from me and I saw a employee scanning packages. I approached and explained I simply needed the package I had scanned so that I may leave it with them and go. She said no. The manager came to me and offered this solution...As there was no suitable furniture for disabled persons, she had a office chair on WHEELS brought over for me and told me I would have to wait one and a half hours place by the sign in station. I waited with my service dog by the sign-in station on the chair with the wheels not long at all before I decided that this very uncomfortable and risky. I would have to make other arrangements. I was not helped to the door with my large box, a gentleman at the door did step in and help me. Spectrum later mailed me a return label so the package could be mailed back through FedEx.The managers only explanation for this situation was when she arrived that morning at store opening there were 25 people standing outside the door waiting. That does not sound like a reason to me, it sounds like an excuse.

Enjoyed experience here. Greeted the moment I entered and helped as well. Wait time was minimal, no longer than 10 minutes. Kiosks are appropriately spaced for Covid regulations and there are sanitizing wipes at every kiosk that can be used after every use.

If I could give less than a star for this store I would. I walked up 30 minutes before it closed to just pick up my cable box and they told me I couldn’t get it today. There weren’t even a lot of people in there on top of the employee giving me major attitude. I would highly recommend you have your equipment mailed because this store is rude and doesn’t allow people in the store 30 minutes before it closes apparently. Called customer service and the gentleman I spoke to agreed with me and said he talked to his supervisor and hopefully it gets fixed.

Had to wait a half hour just to get turning equipment customer service was honest and helped but spectrum themselves had to have eight technicians come out to my house because their lines running up and down the road. Their line service is so bad it started burning out their own equipment spectrum is the worst

I arrived at 10 AM and left at 11 AM. I did not have an appointment. There were only two associates working and the lobby was full of customers. The two associates were working as diligently as possible but there should have been at least two other associates. Customers should not have to wait that long to be seen, especially when they are there when the office opened. Once seen, my associate, Amanda handled my problem without batting an eye. She was professional, competent and caring.

We waited two hours. It was a comfortable two hours. The temperature was nice, everyone was socially distancing. The employees took their safety and the safety of others seriously by reminding people to stay 6 feet away from their glass. The man at the front door signing everyone in was absolutely pleasant. The three stars comes into play because the women who helped us wasnt as helpful as we would have hoped. We had moved into a house that had a prior tenant still connected to the wifi and we couldnt remove her without going in a showing proof of residence. We were told to call and register our router when we got home after clearing the issue. She did not provide the account number or any of the information we would need on the phone when activating our system. She also did not remove the prior tenant causing a further issue when we had some technical issues a week later which resulted in a 45 minute phone call to now get my internet back up and running but also arguing that we were in fact that residence here. It seems like a lot of issues to run into after sitting for two hours at the store.

Excellent service---very helpful, pleasant staff

This place is 0 for 2 with us. Two visits, and two catastrophic screw-ups. First visit: Went to turn in the router, since we bought our own. Result: Completely shut off our internet. Brilliant. Second visit: Went to turn in our cable box and downgrade to just the streaming choice service. Result: Nothing. Bill remained the same, to include rental of the cable box. Both scerew-ups took phone calls to the main office to fix the situations. Avoid this place like the plague.

The people have always been nice and very helpful but we waited in line for 2 hours one day just to switch out our router and modem because our other one was for the wrong area.

I went ahead and went inside to get some answers because I had a ton of questions. I nicely asked this woman Amanda, and she was just very rude to me, had a bunch of attitude and basically told me to look it up online. I’m very displeased with the service, and i truly don’t understand why you’d hire someone with that negativity. Absolutely absurd. I definitely won’t be back, got all the answers I needed.

Terrible. Six counters, with only two of them manned. One of them is manned by three individuals. Over 20 people waiting in line, takes them 15-20 min per customer. Everyone moves slowly with no feeling of urgency. Waited for almost 2 hours to just drop off the equipment. Some better management and organization needed here.

Not a very customer friendly environment. Too many people waiting around for cable box issues or to check out phones. Phone and cable need to be separate. If I had went to look at phones, I would have been irritated at people just hanging around, sitting on the floors. No waiting area, just a few seats available. Will try to steer clear or make an appointment. I left, it took too long. People had been waiting for over 2 hours!!

Currently waiting longer than ONE HOUR to just turn in equipment and cancel service. Shame spectrum is the only option here. Gladly moving and never looking back. Also. They LOVE to secretly raise prices month after month.

The lady that helped us at this physical location was very good. However, that didnt mitigate the miserable experience we had dealing with agents on the phone.Customer service is all about retention. In other words, rather than dealing with you in a straight forward matter, its all about making a sales pitch to try and keep you on the hook.And thats just the tip of the iceberg why I am just plain tired of Spectrum.

Rather crowded but Gary provided great superior customer service !

Good service and employees. They are very helpful in finding what you need. Service is very helpful in telling you how to set up and troubleshoot your internet. I recommend making an appointment to avoid the wait, as you will bump down in line as the people with prescheduled appointments show up.

I was in and out in about 20 minutes with new service set, my modem and my router. Didnt pay anything to start up either. Very friendly staff, who welcomed me to the area!

Terrible customer service, hidden fees and just a very unprofessional business. Will cancel this service as soon as I can. I strongly urge anyone looking for this service to find another company to give their business to.

Need another store in town to help them out with getting people in and out without a long wait! All the workers were wonderful at their jobs and the greeter was very awesome especially when dealing with the Karen’s and the kyles.

Recommend making an appointment. Showed up for appointment on time, was seen on time, great customer service, friendly environment.

They have really improved their customer service. The wait time for setting up your account is still a little long but its way better then it use to be.

Ive only had spectrum tv and internet and I am ready to cancel my service because they keep giving me the run around. Very unsatisfied and disappointed customer. THE ONLY REASON I GAVE THEM 1 star IS because I like the internet speed.

GO ONLINE TO SPECTRUM AND PICK AREA JACKSONVILLE AND MAKE AN APPOINTMENT!!! AFTER 20 YEARS OF CABLE AND STILL A LONG LINE GOING WHERE FAST... REMEMBER TO GET THE CONFORMATION NUMBER TO YOUR APPOINTMENT AND YOU CAN PULL UP AND WALK RIGHT IN !!! IF I HAD ONLY KNOWN... LUCKY FOR ME, I WAS TURNING IN OLD EQUIPMENT... WAITED 1 HOUR AND 20 MINUTES TO GET INSIDE... TO ANOTHER LINE..UGH!!!!

For a Sunday afternoon the store was busy, but the 2 amazing ladies working kept their smiles and helped so many quickly effortlessly and w excellent customer service... The store is clean and roomy.....

Waited 1.5hours to turn in equipment. Was told it would be 45 mins. NOT efficient at all -almost consistently took 2-3 associates to help one person.

When I called to schedule a move of service to have a tech come out for today at 10 they said nothing was scheduled over a week ago. Then I’m told the earliest y’all can come out is July 12th. So I’m paying full price now $70 a month for y’all to not help me with my internet. Horrible reps on the phone as well, you don’t laugh when a customer has a legitimate concern. I’m looking at going back to my old company.

I share wifi with my roommate and spectrum has become worse and worse the longer we have had it. Outages happen daily, lasting anywheres from an hour to several. The speed has always been fine when it actually works but with the amount of time spent with nothing in between It has become intolerable.

Came in to get a new box. I highly recommend making an appointment before going in.

Very accommodating!. Stephen is very good with simple instruction! Thanks toAll the friendly ladies that helped him. Lol

Our internet had been acting up so spectrum (on phone) said let’s switch your router go to your town store and just switch out the old onewe packed it up when we arrive at the store they tell him it’s 90-2h wait time he calls them again and they ship it. It got here the day afterBecause we don’t want any penalty for keeping the old one I was gonna do it before the doctor.. 9am they don’t open till 10…So after the doctors visit I stopped on our way homeShe told me it’s 30 min wait for equipment. I was like just to turn it in??? Uh yea there’s 7 people in front of youI was like there’s a ups option thanks anywayThis store either needs more people or a different way to handle issues.

It was a busy day for them but they worked through customers quickly and were helpful in closing out my account.

Wait seems long but goes by fairly quickly.

If you LOVE paying $75 for mediocre internet speeds at best then this is the service for you! Wifi would fluctuate between halfway working and non existent at times and we were never compensated for our experience. I’m pretty sure I could’ve had better speeds by running an extender from the nearest McDonald’s to my residence.

Not about the store but Spectrum service. Internet service is not worth the money. We have outages every day and we are told there is nothing wrong. Just use cell service wherever you are. Better speeds through mobile hot spot.

Used the appointment system and walked past a long line for quick help. Tech was very knowledgeable. Did not like supervisor interruption to discuss break schedule.

Horrible. They will have 6 employees on 1 computer helping one customer out, while everyone else waits. Im assuming they dont know how to do their job, either that or theyre too lazy and irresponsible to help anyone else.

Cant pay your cell phone bill there, would give no stars if I could . I had to wait in line over & over bc I was not given correct info the operator I had to call needed . Everytime I have to deal with Spectrum on the phone, or in person it takes no less 90 mins. An Ex was able to change my info online . Even after getting help from Spectrum.

Customer service needs improving but once issues are resolved its a very good internet service provider and other deals.

Worst of the worst. I subscribe a bundle with Time Warner over 18 years never had problems, Until Spectrum took over. Over priced packages, removing cable channels that was included in packages without your knowledges, price increases regularly for no apparent reasons. Customer service agents cant speak or understand simple English, not knowledgeable enough to solve simple problems. Regularly had to deal with rude, ignorant foreign call center persons. Will not negotiate until you ask to cancel service. Then they would try to give you the option to return your DVR/Cable boxes, and get your cable services through your personal Apple TV or ROKU which most of the time will freeze up or have delayed transmission. I just cancel spectrum cable service and subscribe with Dish Network. Their highest package America Top 250 is way cheaper than any spectrum cable offers. Never again. I would rather binge Netflix, Prime Video, or Disney Channels. I really wish there was an option for 0 star that is what I would rate them.

Two plus hours just to pick up additional equipment for an existing account. Terrible! 21 people on a 2 hour waiting list and ONE person helping customers.

Very fast and efficient. The whole look of the entire place has changed.. Between 2-5 may be busy hours cause there was like a 10-15 min wait. Over all it was a quick and easy trip.

My cable rebooted this week about 3-4 times while I was watching TV. I “liked” switching channels binging on 2 shows. Now sometimes it won’t switch back or I can’t rewind. Paying $220 ($2,640 annually) for cable and internet without their router. Thinking it’s time to change.

You have to wait in a line/que just to turn in equipment. There should not be a wait for returning equipment.

The food was superb like always and the service was just as great I highly recommend Cracker Barrel to anyone and everyone

Always busy but employees are helpful and get things done right.

I turned in all my WiFi equipment and asked to discontinue my service while deployed so I can save money. I have still been getting billed every month and cannot get in contact with anyone to discontinue my service which was supposed to occur in the first place.

Took over an hour to simply return equipment.

The sales representive was so kind.About 30 people in there. And they were served in a manner than on one should have mad.Great crew. Love my Spectrum💞

Living on Camp Lejeune and only being able to use Spectrum services has been one of the most infuriating things (first world problems). For almost 4 years, we have had the internet fail multiple times per day, every day.Weve had hardware upgrades, reset our devices, upgraded our speed, had technicians come to our home, none of it changed anything. I dont know if its the wiring in these houses, but spectrum, please fix it.When you have people teaching their kids and running businesses from home, we need a consistent connection. Please address this issue.

TERRIBLE CUSTOMER SERVICE: stick to internet providers and cut the cable! This review isnt so much about the location but more tailored to Specrum customer service. Our cable box went out last night, called Spectrum and after 35 mins was told that they wouldnt be able to help. Then we just said ok will will just cancel. Well after being ace on hold for 1 HOUR I called from our other cell line. I got on the phone with the rudest person named Sean I can recall communicating with.Then was transferred to someone who sounded and acted impaired. Finally I get a supervisor who was able to cancel the service however we will not be reimbursed for the money already collected by spectrum by services they couldnt provide. The Jacksonville location told me to lower my voice as they didnt want other customers to hear so I walked out and left this review.

Myself on behalf of about 10 other people who came to the store an hour before closing on March 15 were disappointed when a larger white male with little to no blonde hair making his getaway out back had already closed up at 7 o clock when they should be open till 08. A supervisor was notified so hopefully there will not be this issue again in the future.

The people were rude and we waited an hour and a half to be rude to. Their representatives all say we want to be of service and then no service.

If you are moving into camp lejeune base housing, be prepared for consistent internet connectivity issues. Between 0700 to 1000, internet will start to fluctuate. This has been going on for 3 years. There are times when I disconnect all my devices from wifi and kept one device connected. My laptop still showed internet connection failure. According to spectrum, my wifi never dropped and they couldn’t do anything.It helped alittle when I bought myself a new router (nighthawk), it still drops from time to time.I’m guessing since spectrum is the only contracted internet provider for base, they have a small bandwidth that cannot accommodate Marines and family on base.Do better spectrum!

Covid midigations are ridiculous.

Yes this is on purpose the customer service is the worst....who asks for the information and issue the customer a number to give the anticipation that the wait is long then pick and chose any customer in no particular order! The wait is unnecessary long for simple things for example: equipment pickup already ordered, and having an appointment! A joke! Turning in equipment is a joke....you left that job to UPS!The customer service on the phone is inexperienced and say anything I think to get off the phone. The ONLY THING that is keeping the company afloat is their internet. One of the worst things they have done is reduce their store locations. This made everything even worse because my location use to have 3 to 4 locations now just one store. The town south of me which is a major city on have 2 STORES....AND THEY are the same.

Used their messaging service on their webpage and had the worst experience. I have no idea if my issue has been resolved or if I have a technician coming out, but my internet continues to randomly disconnect and they could care less.

Went in to try to return my internet equipment upon move out the line was so long I decided I would rather ship it. Customer service was non-existent there werent even directions on how to get your name on the list to be called.

Great job. Loved the services and help. 👍💯

Vast improvement from old location. Better customer service.

I feel like a cow in a cattle loading shoot when I go here.

If you want to pay 100 dollars a month so you can watch youtube in 140P this is the perfect service for you. Not only can you enjoy streaming 140P but you will save money on streaming services that cant load anything too! Imagine all your savings. Spectrum internet brings you back to a better time, 2004 internet explorer time.

Dont like going there it takes too long

DO NOT BUY The picture is never clear throughout any movie or show. It comes and goes, cuts out all the time... not weather related. The commercials come in better then your show most of the time! Even the premium channels cut out.. HBO, Showtime. They told us we would have recording capabilities on Apple [of course we bought 3] and we do not and will not return! When we called back within the month they apologize but nothing they could do. They were amazing in San Diego but not in Jacksonville NC. Go with something else. We will after our contract is up! Yes you will be locked in!

Plan on spending between 45 mins to 1 hr here for any amount of people waiting. Had a simple return that I waited for over an hour to complete, its not even a 2 min job. 4 people on shift, one checking customers in. That leaves three avaliable associates. While the associates are actively helping customers, the issue arises when they are all performing sales and theres no customer service oriented person. Sales takes a considerable amount of time per person, even longer if the customer doesnt know what they want. TL;DR If you are already a Spectrum customer, you are no longer a priority. Be prepared to wait.

Check my internet store to get a new phone and it literally took 2 hours it was unbelievable I suggest if you can do anything over the phone with them do so if you do not want to go in this office

Ed was amazing!!! Showed great customer service and got our bill down 93.00 off per month!! Thank you Ed . Jacksonville NC

Its a real shame that there is a new spectrum office on marlin dr in Jacksonville NC and just to turn a box in I had to sit and wait for 45 minutes, while other people came in behind me got seen before me. This office truly sucks. Try your best to avoid going in. Only two people were helping customers and they have 6 total kiosk 4 in which were empty

It was pretty busy so there was a wait. The staff had exceptional service skills.

Over an hour wait and they can’t even text or call when ready

If you want to cancel they make it really hard so you don’t leave, and equipment is really hard to turn in because of all of the fees. Good luck.

Its pretty expensive!!! But common what cable internet big company isnt right so far so good as long as you dont get behind and #1 make sure you pay more than just minimal payment or else you feel like u got GOT and then BAM!! Disconnection SON!!

Decent Internet packages, but for the love of god stop calling me and when i say no to your limited time offers just let it go. I am tired of saying no and having your products shoved down my throat!!

This place is ridiculous! 18 people waiting on assistance and two employees working. Whoever’s managing this store should be fired!

This place is ALWAYS busy. Waiting an hour and a half to pick up a self install kit is just crazy.

They were so busy trying to sell mobile phones and plans that it took them an hour to get to me, and all I had to do was swap out a router. Took 10 minutes once they finally got to me!

Quick and very safe. Especially grateful for the precautions they are taking during Covid-19. Unfortunately the staff is not properly trained in closing out accounts. We were charged for an additional month of service after the store staff said that we had a zero balance and our account was closed out.

Everyone I came in contact with was awesome very clean building inside and out!

Associate was well verse in her job, answered questioned that we had and was very helpful.

Amanda is the worst associate at this location. Horrible customer service. Id drive an hour out of my way to avoid this store and her.

I sincerely wish I could leave zero stars. There were only 2 people working in the entire place. Just to return a router, I had to wait 15 minutes to sign into the only kiosk in the store. Then had to watch as they waited on 4 seperate people who came in after me. I spent almost an hour there. And when I complained the female staff member rudely told me I should have just gone to UPS which is 45 minutes away. 10/10 do not recommend.

Horrible..the worst set up and way to conduct business in history 😒 😑

MAKE AN APPOINTMENT BEFORE YOU GO! We stopped in today to sign up for internet services and decided the wait was going to be too long, so we made an appointment to come back later this afternoon to be seen. Not a big deal because we were not busy. We were seen relatively quick, but the lady (Amanda) that helped us seemed annoyed and was not knowledgeable on current specials. She ran into issue after issue setting up our account, but had she asked those questions to begin with..the appointment may have gone quicker. While waiting we overheard other customers interactions with the staff and were very unpleased with the way they were treating them. Specially, Ariana and an older woman’s with red hair. They were helping an elderly man and giving him the bare bones service. It was clear that the man was confused and not familiar with the technology, but they did nothing to help him. They were practically giving up on him and just trying to get him out of the store. All of the staff seemed impatient and rude. And the line was even longer when we showed up for our appointment. The vibe in the store was all wrong. Offering little to no help to customers.

Very good customer service. They take health practices VERY seriously.

I had an amazing experience with spectrum at the Jacksonville, NC location on marlin dr. My husband and I moved in to a new build that was built back in the woods and far from a cable unit box. Unfortunately our house was unserviceable. We have had spectrum for years and years and we’re bummed to not have any internet with them as we had no problems with the service. I tried for weeks to try to figure out when we could get service by calling and I got the run around by the online sales dept. All of our neighbors have spectrum but we were in an undeveloped culdesac with a new house so no lines were ran yet. It was very frustrating to not have internet so we ended up popping in to the store and Noelle Sizemore helped us out by contacting the construction department to see if it was a possibility they could add a box and lines to get us internet. She ended up giving us her contact email address so we could keep in touch through the process. She shortly emailed me back a few days later saying that they were able to run lines and get internet at no cost except for patience. It took 4 weeks which seemed like forever but if it wasn’t for Noelle reaching out to construction we still would have no internet because we have no other option. After it seemed like going through many of sales reps to get an answer of why we couldn’t have service I’m glad we met Noelle because she was able to get what we needed done by going out of our way for us.

Really disappointed in Spectrum. My in-laws have been customers since 1981 and pay the penalty! We bought them an Alexa for Christmas and want to bring them in to the age of the Internet. The lowest speed service is 100mb and they are lite users. We just want to video chat with the grandparents on Alexa. They pay $123 for cable and phone. New customers pay $132 for every service they have plus 100mb internet. Loyal customers for 39 years a penalized $468/year for their loyalty. Loyal customers are charged more that they spend on groceries in two months, during a pandemic, because they have stayed LOYAL for 39 YEARS. I expected them to do the right thing and reward loyalty but the failed. Loyalty is a two street. CHTR stockholders earned 234% over the past 5 years while the grandparents suffer.

My phone over heated and keeps shutting down so I thought I could go back to where I bought it not even 2 months ago and they said call 611 and they can help you I am thinking I made a mistake by switching to spectrum mobile

We waited 2 hours and the employees were rude and unprofessional. There was 10 employees in there not doing anything with a long line of customers waiting. Its ridiculous.

After reading the reviews online, I was expecting to have a horrible experience or a long wait. I probably waited about 15 minutes (understandable, they were busy). Once I was seen, it took less than 1 minute to get my equipment swapped out. No questions asked, no issues, much better than I expected.

Been a customer for years. The television service is satisfactory. The home phone is (generally) reliable. The internet and wi-fi equipment is unreliable as it continually drops and needs reset/rebooted. I would not recommend. The many prompts on the customer service line is ridiculous and very time consuming. Ditto on all other comments regarding the Jacksonville store.

One of the worst companies I have dealt with. After 6 months my bill went to $75.00. I pay about 30 in water and 70 in electric. There should be no reason internet cost more than basic utilities. There is no other provider in the area so good luck

Long wait and your personal billing information as far as address, phone number and so forth is basically screamed throughout the building. No one should know what speed of Internet I have or how much I pay a month. There is also a tall man with black hair who talks extremely loud and it’s not discreet with customers information when he is talking to them. I do not care if there is a 6 feet distancing I shouldn’t have to give my information to the entire store and customers. The vibe is OFF

Service is very slow the manager Cheryl was very rude to us today. She skipped over us while our name was one the TV to be seen next. After we asked to speak to a supervisor she told us she was the supervisor then apologize and took care of us. After that everything was very smooth and fast and Service was a lot better. Only go in the store if you have too.

Employes at this particular store are very kind patient and helpful. They do seem to have a a large customer base which can mean long wait times especially with covid-19 measures in place. I would still recommend the service it has been great for me so far

So! I went in today to turn in my cable boxes so that I would not be charged for keeping the boxes. The lady clearly asks me was I cancelling my service. I responded with no I have already cancelled my cable. I get home turn Netflix on to watch a movie while I eat lunch and my TV is telling me. NO NETWORK DETECTED I never told them to do anything with my internet. I clearly said to the lady that I was dropping off my boxes and that I had already cancelled my cable. Here it is an hour and a half later and I am trying to get my internet reconnected. I have been rerouted to 3 different callers. RIDICULOUS what a way to waste my day.

Rip-off and a bunch of crooks! I called way in advance to cancel my cable before the billing cycle starts because we are moving out of state and not one representative or manager would help me with being slapped with a full months bill of $233! They said either pay it or have creditors start calling you! Bad customer service and a rip-off! Dont bother with their services best getting firestick! Im so mad! Thats a lot of money yall are ripping people off! Do not use their services!

The wait here is horrible. Nice staff though

The worst company Ive ever had to deal with I turn their equipment into a technician and the next thing I know they got a charge on my credit bureau for the equipment theyre constantly trying to overcharge I couldnt get rid of them quick enough its a battle its like theyre glue and they will not leave you alone without trying to steal some money from you on the way out

The internet is way over priced and not very quick or good considering we have the most expensive plan. The internet is constantly not working for days at a time usually on clear days more than rainy ones. For the price we pay it should be more reliable and actually work. I think if it is going to be out more than it works then we should be getting discounts for the days it is off