Prior to moving into our home, the HOA had an exclusive agreement with Spectrum for cable and internet coverage in our neighborhood. Even if we wanted to shop, we couldn’t. Spectrum was the only provider that had installed infrastructure in the area, leaving us with no real options. We were cooped up in Spectrum for years and, while I can’t speak for everyone, it wasn’t a great experience. It’s no surprise that Spectrum, also known as Charter Communications, has seen its subscriber base decline significantly over the past two years. People are cutting the cord, but they’re also leaving because of Spectrum’s poor customer retention strategies, price gouging, and aggressive cancellation policies. At the same time, today there are cheaper and more reliable options that benefit everyone. With the major Internet Service Providers ranked from worst to best, Spectrum is pretty low on the list.
To cope with declining subscriber numbers, Spectrum has revamped its service, making three major changes. These include its “Invincible Wi-Fi product,” which combines Wi-Fi 7 and 5G technologies to improve availability, faster response to service issues for residents and business customers, and cheaper plan options through bundled savings. Some of these changes don’t address customer service complaints or the fact that some customers are still reporting frustrating loyalty messages when trying to cancel service.
When we were finally able to do so, we switched to another provider with faster speeds, better service, and more affordable prices. Not to mention, they were more willing to resolve service issues with faster response times, at least in our area, something Spectrum only now seems to be prioritizing.
Spectrum is trying to move in a better direction
Spectrum’s new Invincible service introduces a Wi-Fi router that keeps you online even during a power outage, which is a huge improvement over previous outage issues. It includes 5G cellular backup and battery power, allowing internet service to continue for up to eight hours when the network goes down. You may end up reading by candlelight, but your internet connection will still be available for your mobile and powered devices. You may still need backup power for TV, streaming services, and other equipment, but Invincible Wi-Fi is just one way Spectrum is working to improve its service and customer experience, which may or may not improve customer retention in the future.
According to a 2026 Reviews.org Consumer Sentiment Survey, 67% of customers have considered switching ISPs due to hidden fees, with the three biggest frustrations being hidden fees, slow internet, and price gouging. Spectrum is supposed to solve this problem by guaranteeing savings to customers who sign up for packages, especially those that include TV and Internet services. As mentioned, it also promised faster response times for residential and business customers.
However, a customer review from March 2026 describes rising rates as a major problem, even when excellent service and competitive deals are available. Others reported outages and a lack of communication from the company regarding repair times or problems returning equipment after cancellation. If you don’t return the equipment after you cancel, Spectrum will charge you, which makes sense. However, many customers report being charged despite returning the equipment as instructed.
What else are people saying about Spectrum?
On Trustpilot, Spectrum holds a 3.8 out of 5 star rating from over 14,000 reviews and is rated “Excellent”, indicating that many customers have a positive view of the company. Some of these customers said that Spectrum’s staff was “very professional,” that the company had reasonable prices in their area, and that the technicians were knowledgeable and helped resolve ongoing problems. Others mention that the company provides “well-designed Internet service,” access to newer and more advanced network equipment, reliable service, and fast response times.
It’s important to note that all ISPs have both satisfied and dissatisfied customers, with a wide range of experiences depending on location and circumstances. In other words, someone having issues with Charter or Spectrum in the Midwest might not be indicative of the experience of someone living in the Southeast.
Frontier Communications, in comparison, has a 1.1 rating on Trustpilot with over 900 reviews, while Hughesnet holds a 4.4 rating from over 90,000 reviews. Additionally, the fiber optic Internet provider that ranks highest in customer satisfaction is not Google or Verizon, but AT&T Fiber, which has performed well in customer satisfaction studies for several years. Although many customers love AT&T Fiber, even though it is far from perfect. The fact is, with the right improvements and focus, Spectrum could turn things around.
