Spectrum, Gilroy CA

It’s a very nice and open store …it has great people that all very helpful! Their cell phone selection is great! 6840 Camino arroyo across from Starbucks/ Panera

I don’t use my phone service ($29.99) a month & called to cancel it and downsize my cable package (200) channels which I do not watch. I was told if I do that my bill would go up $20! Also they are charging $1 more per month for per cable box. Two boxes 7.99 ea will now be $9 ea per month. Total rip off. Be sure to shop around and not settle for Spectrum.

I recently had to get service with them. I first called and requested internet only and was quoted a price of over $80 per month, which upon inspection cam with mobile service, and a phone that I did not need, did not want, and was contrary to what I asked for. Later that I night I received a phone call from someone else from Spectrum trying to sell me another internet package after I had already received my confirmation email. This made me go back and review the plan they sent over, which again had a service that I did not ask for and did not catch. The internet access is for work only and can only have internet access on the bill. I called and was on the phone for over an hour to complete the task. The people on this go through were incredibly polite and helpful, just very time consuming. This was followed later the same day with a representative calling to try to sell me a TV package, after I told him many times that I was not interested he would not stop talking and I was forced to hang up on him so that I could get back to work. I have no idea what the business model is, but it is clear that a lack of competition in my area has requested to a bad customer service experience.

Ordered new service. Technician couldn’t run cable thru the attic. Had to hire a 3rd party to run cable. Spectrum still charged me for service when service wasn’t even connected because tech couldn’t or didn’t want to run wire. Called customer service and they didn’t want to issue a credit. Canceling their service. Unbelievable

I feel like they had their own agenda to sell me a phone and service when I really needed something else in particular so I went across the the way to Verizon to get what I needed.

The internet works fine as long as it's working, the bad thing and something I really hate is that they constantly have outages at random times. You could be watching TV or using your computer for work and you have to wait hours sometimes a whole day to get internet again.

The office clerks here are polite my problem is with spectrum overall. By using their service u forfeit the right to sue Spectrum and the customer can only dispute the last month of service. So they can be overcharging you for years and the customer has no legal recourse. Spectrum is a company lack of common decency. To bad they have a monopoly on Gilroy cable TV. We need to bring in Comcast. Beware of Spectrum. Check your bill carefully, some how the billing errors are always in their favor

I understand things are slow during Covid, but the fact I was sixth in line of people turning in equipment to cancel really reinforces my choice. My service was ok while I had it, but they truly treat the customer like they have the monopoly they do.

Stood in line, outside for over 30 minutes without the line moving, so I left for another appointment

Tried to make an equipment exchange appointment online and by phone but not available for my location. The CSR on phone support I spoke with confirms that my existing modem is "no longer supported - it's an old DOCSIS 3.0 modem. They are using new 3.1 modems now". If I go to the Spectrum store they'll replace my old modem with a new 3.1 modem. Sounds good.
- I deinstall my old modem and take it in to the Spectrum store. I share what the phone CSR told me. They take my old Arris TM1602A, retrieve a "new upgraded modem" and smile giving it too me saying "this one is the latest - it's lighter and thinner". Felt/Looked the same to me. I flip it over - same model TM1602A as I had returned. When I show her this she enthusiastically emits "oh but, this is a NEW updated modem". I ask if it is DOCSIS 3.1? Deer in the headlights - she doesn't have a clue but continues to insist that it is the latest new/improved/upgraded and exactly the right one. I ask if it is Gigabit capable. "No, it is only for 200-300 or 400-600 Mbps plans". She's been instructed to hand-out the TM1602A for all the residential plans except for the Gigabit Plan. "For Gigabit they come out and run new cable, then install a Gigabit modem and router for $200". She's nice, doing her job as instructed, but technically limited.
- So, I take the "new" TM1602A as my pyrometer had clocked my old modem over 103F. The specs say that the operating temp range is only 30-104F (and I took this reading when ambient room temp was in the low 60's).
- I note the factory label with the MAC address includes a "D30" designation; just like my old one (I'd taken a picture before I turned it in). I'm going out on a limb here guessing that means DOCSIS 3.0 - ya think?
- Installed, then powered it up and let it run a few minutes. The lights show: 1-Power, 2-US/DS, 3-Online, 4-Tele1 (although I have nothing plugged into Tele1, or Tele2) all Solid Blue. Good. I connect the Yellow Cat5 from the TM1602A WAN port over into the Synology RT1900ac WAN (my pre-existing old router, to be replaced by a new RT2600ac plus pair of MR2200ac's as a Mesh network upgrade once I get back online).
- I now have a replacement TM1602A. Everything else is exactly as I had before EXCEPT that before I left I had a "working" internet connection. I've been paying for 200Mbps service that limped along between 20-30Mbps with occasional peaks of 80. Now, my LAN worked fine (both WinDoze and Mac could print via WiFi), but even though the TM1602A has a solid Blue Online the computers show a WiFi connected status (to the LAN) with solid 4-bars but say "No internet service".
- My iPad also has cellular so I browse over to Spectrum and take their directed corrective action. When I go thru the Activation process the status on the screen shows a Green "Active" for a split second but then goes to "Offline". Spectrum then insightfully directs you to repeat the activation process. So as not to be forever stuck in a do-loop I try the Activation from my MacBook Pro, and then from my Dell XPS followed by the GigaByte Areo 15 OLED, and finally iPad and Note-9 using cellular. All have the same results: momentary teaser of a Green Active flicker followed by a sneering Offline.
- I call Spectrum Internet Support. They test and conclude I got a bad TM1602A since it won't test properly from their end. They can send me a replacement or I can go back to my local (30 minutes away) store.
- Back at the store the nice lady says she's going to give me a "business modem" (otherwise she only had more old TM1602A's). In an effort to help compensate for my making 2 store visits she creatively suggests I add Phone to my plan so she can give me a $10/month discount. That's nice of her - thanks.
- I take the new Hitron EN2251 (DOCSIS 3.1) modem home, install it, and try to activate. Same as before - Offline. I call Spectrum Internet Support who after making some changes on THEIR end FINALLY gets my internet service back up. The EN2251 is running cooler. We'll have to see if this improves performance and stability.

It would have been nice if they hap 2 people working to make things a little faster but guy working was very nice and does a great job

Hours on website not updated and wasted a trip. As if July 13,2020, closed on Sundays and Wednesdays.

Had service installed the same day at two different properties with a morning and afternoon appointment.
First appointment went fine and the technician was on time and knowledgeable.
Second appointment whole different story.
Not the same technician as the morning and he arrives 90 minutes after the appointment window. Worst part, he arrives and stays out in the van for an additional 15 minutes talking on his phone. I went out and asked if he was there to do my installation and told him he’d missed the appointment window. Says he has to make a few phone calls. (Word of advice if you are not ready to start a job when you arrive late to a customers home, find another place to park and get squared away. Not at the customer’s location. It looks unprofessional to arrive late and keep the customer waiting even longer while you sit out side.

The technician lacked the required knowledge to complete the installation to my satisfaction and didn’t have the correct equipment to begin with because this was a “business installation” and he was a residential installer with only residential equipment. Had to call his supervisor to come over with the correct equipment which he did arrive with and then left.
After explaining to the tech several times that I wanted the network settings configured as the technician had done at the other location earlier in the day he insisted he would not be able to do that. After telling him several more times that I wanted to speak to his supervisor to discuss the situation he reluctantly called the supervisor who then over the phone gave the technician two possible solutions. The first solution was to change out a piece of the equipment which after checking he did not have so on to solution 2 which was to call customer service and have it done over the phone. With a 45 minute wait time and now 2 hours after he had started the job, I ran out of patience and told him to end the call and be on his way. I would attempt to have the situation resolved some other time.
I don’t hold the technician responsible for this poor experience but the company management - who sent an inexperienced technician with the wrong equipment to do a job he is unqualified for.
This technician’s explanation was the other guy called in sick. If that were the case, the company needs to have better methods for covering service commitments and train all their employees the same.
Poor management at the top trickles down = poor customer service and experience.
The company doesn’t care because they are the only service provider in the area.

Had finished talking on line with a Spectrum employee on Wednesday who wasn't aware that Spectrum in Gilroy was closed and sent me there to exchange a cable box. After checking website it showed that they were open on Wednesday's. I drove 16 miles from my house to Spectrum where it had a schedule on the window showing they were closed on Wednesday's. Unhappy camper here. Not blaming employee that sent me there. Somehow Gilroy Spectrum hadn't notified their own company offices of their closures.

They put my internet service on the same day. Instead of like AT&T waited 3 weeks and for them to tell me they can't add it because AT&T doesn't reach out to my area. Thanks Spectrum love the service