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Spectrum Customer Service FAQ
Spectrum has a somewhat sketchy record when it comes to customer service. But that doesn’t mean you can’t get help from the company if you reach out in the right way.
Spectrum TV and Spectrum Internet customers have several options for reaching the company, which we’ll outline here. We’ll also give you some simple troubleshooting tips for when your service is acting up.
Spectrum TV and internet customer service FAQ
How do I contact Spectrum?
Spectrum may not be the hippest company around (maybe it’s time to update that logo, eh?), but it has managed to transition its customer service department into the 21st century. You can reach Spectrum customer service over the phone, in a live chat, or even on Twitter.
These are the easiest ways to contact Spectrum customer support:
How do I reach a live agent at Spectrum?
Robots may take over the world one day, but, if automated customer service calls are any indication, they still have a long way to go. Most of us still prefer to speak with a real live human when we’re having an issue with our Wi-Fi network, phone, TV, or other service.
The easiest ways for Spectrum customers to reach a human customer service agent are through the phone or online chat options listed above. You will have to go through some automated questions before a live agent gets on. But that part will go pretty quickly as long as you have your account number and other important information available beforehand.
Troubleshooting Spectrum TV issues
Are you having trouble tuning into the game on ESPN? Unacceptable. Are your kids screaming because they can’t watch their favorite cartoon? That sounds like a nightmare. Let’s see if we can help. Here are a couple of simple tips that might fix your Spectrum TV issues.
Check your equipment first
Before you start calling Spectrum customer support or finicking with your TV’s settings, make sure you check all of the wires and AC cords on your system. Are all of the cords fully plugged into the wall outlets? Is your cable box or receiver connected to your TV? Are there batteries in the remote?
Try resetting your device
If all of the connections on your entertainment system look snug, the issue might be a little deeper. One simple way to address a lot of issues with Spectrum TV is to reset the receiver.
You can reset your Spectrum receiver using the Spectrum TV app by following these steps.
- Download the Spectrum TV App on your iOS or Android device (if you haven’t already).
- Launch the app and sign in to your account.
- Click on Services.
- Select the equipment (in this case, receiver) that you want to fix under the TV tab.
- Tap the Restart Equipment button.
If those two simple fixes aren’t working, then check out the tips in our Spectrum TV troubleshooting guide or contact Spectrum directly.
Troubleshooting Spectrum Internet issues
In the last couple years, as many of us have transferred to working from home (and schooling from home), internet issues have gone from an annoyance to a serious problem. Hopefully we can help you get back online quickly.
The first thing you should do when experiencing internet issues with Spectrum internet is check for an outage. You can see if there’s a network-wide problem in your area using Spectrum’s website. If there’s no outage, try some of the tips outlined below.
Spectrum doesn’t always advertise this, but many low-income families are eligible for a reduced rate on their internet plans. Check out Charter Spectrum’s website to learn more about the Affordability Connectivity Program and the Spectrum Internet Assist program.
Why is my Spectrum internet so slow?
Spectrum internet comes with unlimited data, so if you’re seeing low-quality video, sluggish loading times, and lag in your online games, then the issue is probably with your equipment or your connection.
Oftentimes, our own computers, smart TVs, or other devices are actually the source of slow internet. Firewalls, VPNs, file-sharing programs, and malware can all affect your internet speeds. Try turning these programs off and see if that helps.
Using an old modem or router then it may also be slowing you down. Check out our list of the best Spectrum modems and routers for upgrade ideas.
If you’re still having issues, contact Spectrum. The company can sometimes boost your speeds remotely or help you upgrade to a faster plan.
Troubleshooting your Spectrum Wi-Fi network
If you’re having issues connecting to your Wi-Fi using your phone, tablet, or computer, then try rebooting the network. Just follow these steps:
- Unplug your Spectrum modem from the wall.
- Unplug any cords connecting your modem and router.
- Wait 60 seconds.
- Plug your devices back in and wait for the Wi-Fi and internet signal lights to turn green. (They may flash green.)
Hopefully one of these tips helped you get back online. If not, check out our Spectrum internet troubleshooting page for more troubleshooting ideas.
If you're stuck in the installation stage we also have a helpful guide on how to do it yourself.
Wondering how to use Spectrum Wi-Fi Hotspots? We have a guide for that too!
Spectrum customer service performance
Having some trouble getting help from Spectrum? Well, you aren’t alone. Charter Communications (which owns Spectrum), isn’t necessarily known for its amazing customer service. And we’ve got some hard data to back up that claim.
In the most recent Telecommunications Report from the American Customer Index,1 Spectrum ranked 6th place for its internet service and 5th place for its TV service. In both categories, it ranked behind other major players, like AT&T and Verizon.
Charter Spectrum got a score of 64/100 in the TV category and 63/100 in the internet category.
Spectrum TV rating
Spectrum Internet rating
|ACSI 2020-2021||64 out of 100||63 out of 100|
Spectrum does rank above some other companies, which is a good sign. And, let’s be honest, even the best cable and internet providers aren’t known for their stellar people skills.