There When Customers Need Us

Connectivity is a critical aspect of our customers’ daily lives, and Spectrum’s Customer Commitment ensures an unwavering dedication to providing reliable connectivity and exceptional service, transforming everyday interactions into moments of trust and reassurance.

Spectrum’s Customer Commitment is not anchored in a singular tenet; not on one new product launch, or a programming update, or a new feature or function. Rather, it is an amalgamation of countless improvements and daily activities that over time create exceptional experiences for our customers –  a technician arriving within hours (not days) after a repair call is placed, the quick and complete resolution of an issue, a friendly conversation with our support team, and providing credits when we miss the mark.

Over the last five years it has become clear that connectivity is not a luxury, but a critical part of everyday life. And Spectrum has prioritized the reliability of its network and services for its customers.

But sometimes Mother Nature has other plans. When that happens, Spectrum is there to help – whether it's the understanding, empathetic voice on the other end of the phone, or the service truck arriving just hours after a disaster has occurred.

Earlier this year tornados blew through Winston-Salem, North Carolina, powerlines were downed and service was interrupted in the area. However, the exceptional customer service provided by Spectrum turned this incident from a potential prolonged headache into a quickly resolved positive experience for our customers.

“This is by far the best experience I’ve ever had when calling Spectrum,” said Tiffany, a customer affected by the storm. “Monet, the agent I spoke with, was able to see that I was experiencing slow speeds due to the storm and booked me a tech the same day. She was just amazing. She understood what I was going through and really helped me.”

When Spectrum launched its industry-first Customer Commitment in the fall of 2024, the Company put a premium on the things that matter most – reliability, transparency, exceptional service and an unyielding dedication to always improving its products and services.

It is in the summation of these seemingly small actions – like the timely restoration of a customer’s connectivity – that illustrate the true impact of Spectrum’s Commitment.