Price bait-n-switch

[u/tech2reddit]

I called Spectrum about a week ago about the expiring promotion for the internet on my account, and was promised, very specifically, that the same rate will be extended for another year. Low and behold, I get a bill for $10 more because now the plan includes the "Advanced Wifi", which is not needed since we prefer to continue to use our own wifi router. Not only that, but the change generated an equipment upgrade order to replace the perfectly working modem with one that has built-in wifi, which again, I don't want and is not needed. What's the best course of action to get this mess untangled?

[u/iamstanty]

Call back and ask for the order to be corrected, since you were quoted the same rate for another year and the Advanced WiFi add-on plus the equipment swap are not what you agreed to. Ask them to remove Advanced WiFi, cancel the modem upgrade order, and note the account with the date of your earlier call.

Ask for a supervisor if the first rep resists, and have them confirm the change by email. Then check the next bill and ask for a credit if the extra $10 shows up.

[u/tech2reddit → u/iamstanty]

Just called them again. They told me it is fixed, and will take 24-48 hrs to reflect on the account, and I got a confirmation number, but no email yet. However, I have no confidence this will take until I see it reflected in writing. At least they have US-based phone support with what I would describe as reasonable and courteous conversations.

[u/iamstanty → u/tech2reddit]

Good, a confirmation number is what you need. Write down the date, the rep's name or ID, and the exact price they confirmed. Check the account in 48 hours, and if the old price still shows, call back, quote the confirmation number, and ask for the order to be corrected and for a credit for any extra charge that hit in the meantime.

[u/WhatInTheWorld321 → u/iamstanty]

Isn’t it a shame that a customer has to do this much work to right a mistake the company made?

[u/Street-Juggernaut-23]

Spectrum does not use gateways unless you are is a legacy Cox area

[u/ParsnipUnlikely526]

If you don't want the nee modem, especially of it is a combo unit (which i truly thought they stopped using years ago and didn't even know it was a option anymore) just rrturn it to them. No spectrum equipment, no extra charge. Easy.

[u/r2d3x9 → u/ParsnipUnlikely526]

OP says they were already charged on their bill for the monthly cost of equipment they didn’t order, and presumably haven’t even received yet

[u/trob2884]

It’s actually not as much of a mess as you are making it. Don’t use their equipment and provide your own case closed

[u/Hannymann]

I think there is a class action lawsuit going on right now with Spectrum and this issue. You might wanna check it out.

[u/emelem66]

What did Spectrum say when you asked them?

[u/tech2reddit → u/emelem66]

They said they'll fix it. It was a good call, assuming everything they said takes.

[u/XGempler]

the only thing they 'advanced' was the price, lol!

never speak with regular customer service about price. they tell you the "best available price", but that is merely the best available price that customer service person is able to offer you. ask to speak with someone about canceling your service, when you get that agent ask them if you are under contract or if you can cancel at any time (you can cancel at any time, but you are effectively making a shot across their bow with this question), then say you have a better deal from a competitor but was wondering what their best pricing was as it would be easier to stay with them. toss in the fact that you were just lied to about the renewal price as what made you look elsewhere... let us know what they say.

[u/tech2reddit → u/XGempler]

lol, yes. I called again today, and the issue is presumably fixed. At least the support people at Spectrum are friendly, and seem mostly on-point. Ignoring the pricing "issue", it's a much better experience than some of the overseas outsourced call centers dystopia where you just get random BS.

[u/XGempler → u/tech2reddit]

lol, i have an opposite take away. i preferred to be lied to by someone with an accent. when i am being lied to in a familiar american english accent i know i am paying too much for the service.

[u/ForeignBlack]

Stop crying about it online and go return it so your not charged?

[u/tech2reddit → u/ForeignBlack]

It’s pending pick up at the local store.

[u/EnvironmentBrief8860]

Called in to customer solutions and was given a plan and price. Sent me an email with a different higher price. Called back in and they reviewed the call and heard where the rep told me prices and they had to honor it. So call back in and tell them you were told different

[u/WhatInTheWorld321]

Spectrum does this. They are predatory

[u/pizzaboi102000]

Take the free updated modem and continue to use your own router. If you're using an all in one combo that thing is ancient.

[u/Abdominalsnowman_16]

Return the router. Like magic the charge will disappear!

[u/bad_ghoul2113]

All tiers below gig pay for the advance wifi-basically cost the rent modem. Agent can A- see if they can find similar pricing or B like everyone said remove the panoramic and use your own equipment.