Connection That Matters: Spectrum Offers In-Store Virtual ASL Service

A routine trip to the store for someone who is deaf often means relying on a text-to-speech app, a notepad or lip-reading to engage with employees. At nearly 100 Spectrum Stores, that's no longer the case. Today, customers who visit select Spectrum Stores can use their phone to scan a QR code and instantly connect via video with a live virtual ASL interpreter who facilitates a real-time conversation between them and a Spectrum Store specialist – at no cost.

What started as a four-store pilot in Rochester, New York, in 2024, to bring a better customer experience for our deaf customers now spans 38 markets (and nearly 100 Stores) across Spectrum’s service area, focused on communities with large deaf populations.

In Their Words: Why it Matters

Trent Gobble, a Spectrum customer who tried the service at a Spectrum Store in Rochester, said it changed what a routine store visit felt like for him. 

“Sometimes, I've had to write back and forth and I feel like they don't get the full access to what I mean,” Trent said. “But now that I can use my primary language and they can use their primary language, we're able to share that information and it's really nice.”

De Linda Brite, a Deaf advocate and Spectrum customer in St. Louis, had a similar reaction the first time she used the service. “Right now, it feels wonderful,” De Linda said. “I feel valued.”

Accessibility at Every Step

The rollout is led by Spectrum's Denver-based Accessibility Center of Excellence, a specialized team of individuals – many of whom have disabilities themselves – dedicated to making Spectrum’s products and services accessible to every customer.

“Our goal is simple: When someone walks into a Spectrum Store, they should feel supported,” said Peter Brown, GVP, Agency and Accessibility, Spectrum. “Delivering great service means designing experiences that work for all of our customers and reflect the care and attention they expect from us.”

That philosophy extends beyond the retail floor. Spectrum's in-store virtual ASL service is part of a broader commitment to make sure accessibility is built into every aspect of the business, from the products it builds to the services it provides. The Company’s accessibility work also includes the Spectrum Access App, which is available to everyone in the United States at no cost and delivers audio description and closed captioning for hundreds of TV shows and movies directly to a user’s mobile device. These initiatives have earned the Company a spot on Forbes' 2026 “Accessibility 200” list and the American Foundation for the Blind’s Helen Keller Achievement Award.