Spectrum takeover irks local customers

Charter Communications — also called Charter Spectrum or Spectrum — has riled up strong emotions from some Central Floridians on its recent purchase of longtime cable provider Bright House Networks.

West Orange residents have expressed multiple concerns, but common frustration are about the hour-long-plus waits to speak to a customer service representative on the phone. Spectrum company spokesman Joe Durkin explained the company currently is experiencing a high call volume.

“There has been incredible response to the launch of Spectrum packages in Florida that has resulted in higher call volume from potential and existing customers looking for information,” Durkin said. “We’re working on adding capacity to handle this spike in call volume.”

Other complaints include sudden bill increases, different quoted prices dependent on residence, additional installation and connection fees for previous Bright House customers and letters detailing introductory offer rates that are only available for new Spectrum customers.

The end result has been a slew of irritated residents who have either canceled their services or are waiting for their contract to expire to subscribe to another cable or internet service provider.

Christopher Pine, a resident who recently finished building a new house off Avalon Road is a new Spectrum customer. He chose Spectrum because he felt he had no other options. Inadvertently, he learned via a miscommunication with a customer representative that residents in Winter Haven and Winter Garden — according to the representative — are charged different prices for the same internet speed.

“So I asked how much 60 mbps would cost, and she said,  ‘Same, $42 and whatever the change was,’” Pine said. “I questioned why they would charge one customer in Winter Haven the same price in Winter Garden for two very different speeds. She said that those are the prices, and she couldn’t change that.”

However, Durkin stated Spectrum features nationally uniform pricing with no contracts.

But the confusion does not end there.

Several residents, such as Winter Garden resident Venetia Spencer, who received introductory offer letters, were dismayed when informed they were not eligible for lower offers because they are existing Bright House customers.

“I understand the concept of running specials for new customers," said Spencer,“However, when a longtime existing customer is paying four times the new customer rate, it is unacceptable.”

Multiple customers since the merger also cited increases for their monthly rates, ranging from $10 to $25. The sudden increase upset Carol Spaldi and Diane Mattar, who both noticed their monthly bills increase by $10. 

Durkin said anyone experiencing a situation involving a bill increase should not blame it on the merger, because those are not related. Durkin also added the only situation in which a customer might have to pay an installation fee is if they sign up for additional services when choosing a new Spectrum package, emphasizing that a package that retains similar services shouldn’t have any installation fees.

Furthermore, existing Bright House customers have the option to continue with their current subscription or promotional package, he said.

However Heather Eldridge Jones, a previous Bright House customer who switched to Spectrum, felt forced to change her plan after learning her promotional deal was no longer offered. 

“I’m just disappointed they have a monopoly,” Pine said. “Things would be better for everyone if (people) were given a choice.”

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Contact Gabby Baquero at [email protected].