ComplaintsforSpectrumVOIP

• Initial Complaint

  05/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ******************* FROM CENTRAL FINANCIAL AND REALTY. spectrumVoip call me with renewal and they promise. that if we stay with them, it will be cheaper. than the previous contract. it will be one bill. and at the end of the agreement, they told me it was two bills. and told me 3 years but the contract was 4 years I complaint and finally they change to 3 years. not only that my billing made a mess of it. in December paid 800+ in February paid 300+, APRIL 2ND PAID 400+, APRIL 28 PAID 400+, AND ON MAY 11 ************************************************* PAY ANOTHER 400+ TO GET MY SERVICE STARTED. I CALLED THE **** IN REFERNECE TO THE PAYMENT OF APRIL 28 AND THE **** TOLD ME THAT IT WAS CASH BY SPECTRUMVoip. it been hard to get this resolved. MY CONTACT ARE ***************************** AND ************************* CALL THEM LEAVE MESSAGE NO CALL BACK. I NEED HELP PLEASE.

  Business response

  05/23/2023

  **************,

  I have spoken with our **************** Manager, *****************************. He stated that he has spoken with you and that there were some items that he needed to research and get back to you. He said you have his direct line and can reach out to him if there is every anything that you need. Thank you sir.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been doing business with Spectrum Business and Spectrum Voip for years and have had had numerouis problems with their billing the whole time. We'll get a mailed bill, for example and then go online to make a payment and encounter a different amount or an account showing no balance due. There is also a third entity with the name SpectrumVoip on it that often shows a credit. It has a different account number than the other one. We;ve called various numbers for each account and found that each is handled by a different entity that knows nothing about any of the others. Lately, our calls are answered by an answering machine that promises a callback that never comes.

  Business response

  04/25/2023

  ****************,

  We are very sorry for the confusion on your billing. I have already reached out to our billing department and asked them to call you directly. They will supply you with the phone number for our billing department and the leasing company's billing department. I told them to have a copy of the paperwork you signed originally to send to you if needed as reference. You have an equipment component of your payment that is paid to the leasing company (third party) and then the service component is paid to us (SpectrumVoIP). 

  It sounds like you may also have Spectrum Business for your internet and possibly TV. We are not related to or affiliated to Spectrum Business. They are a completely different company with a similar name. We supply the ************ to your phone and phone numbers. Spectrum Business is an ISP ***************** Provider).

  I am confident that the call you will receive from ******* in our accounting department will resolve your questions.

  Thank you.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract on 11/21/22 -To include cloud base phone services only, without using their phones -We had purchased phones a couple years before that we did not want to change and this was talked about before signing contract along with them verifying our current phone system and confirming it will work.-We have had several(15+) calls with ********* along with having Spectrum (internet) come out and change the server and our phone system provider(Atlantic) come out to check everything was ok on their side.

  Business response

  04/17/2023

  Ms ****,

  I have been in communication with our support manager regarding your account. We can see a history of calls to our support department and account management department where you have also spoken with ****** there. Our support manage is assigning your ticket to a field technician to go out to possibly install a router that will resolve the problem. Echos and delays like you are describing is normally the result of some improper settings in the router. We can solve that by putting in a supported device. Please be on the lookout for a call from us. Thank you.

  Customer response

  04/17/2023

  I am rejecting this response because:   The letter provided is stating everything was installed, which is was.  That does not mean the phone service is working correctly, which it is not.  I am well aware of their "non-cancelable" contract.  That is why there is a complaint.  Their service is inadequate and they can't seem to fix it. 

  Business response

  04/25/2023

  BBB,

  My response did not mention anything about the contract nor was there a debate of whether or not there was an installation that took place. We need to go on-site to determine what in their network is causing the call quality issues. The issues are not coming from our service. We have to determine what is affecting the voice traffic within their network. This field service request has been made and we will respond once it is complete.

  Thank you.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was approached by an individual 3 years ago to change to Spectrum VOIP, I had ***************** at the time. He made it seem as if it was the same company but I'd just be switching to VOIP vs a different type of phone system. I signed a 3 year contract, that of course I didn't read so it was a 3 year unbreakable contract. Recently the company I work for is now going to pay my phone bill and take over and place their own service. Well I just found out I kept ***************** for internet I didn't need for 3 years I paid $100.00 x month for nothing. I found out once I had to ship Spectrum VOIP equipment that I had wifi with them and could've cancelled *****************, but the gentlemen that walked in my office and switched my service didn't even explain this part, he just wanted to make a sale, trick me and make a sale. I do not recommended Spectrum VOIP and would warn anyone to make sure they don't trick you! Read the contract.

  Business response

  03/23/2023

  Business Response /* (1000, 5, 2023/03/21) */ Ms. *****, First, I would like to say that I am very sorry that you did not have a good experience. We do take these very serious and want to make sure you know this. I personally went back to the notes in our system and all of your paperwork to look into how this all started. I felt it might be helpful to share what I found. ***** ********** was the initial rep that worked with you and I saw notes that were in our system from him throughout the entire time that it took to get your service installed. **** ****** was the Project Manager that worked with you once the paperwork was turned in to get you installed. I listened to a call that he uploaded into our Salesforce where he explained that you have to have internet in order for the phones to work. We are not an Internet Service Provider (ISP) so you still need to have ****************s for the internet circuit. When ***** first met with you, you had a bundled internet and phone service giving you a bundle discount. When we move your numbers from ****************s, they would have removed the bundle discount and that would have been very expensive. ***** quoted and had a new internet circuit with ****************s installed that increased your speed by almost 10 times what you had previously and locked you into the rate of $59 plus tax. I also reviewed the quote you signed with ***** and you had initialed the spot that says you understand that we are NOT affiliate with ****************s even though there are some name similarities. The initial quote also had a line where Andre wrote out that we were included a router for WiFi at zero cost to you. His paperwork included 2 forms that were in ****************s letterhead that you signed for the new internet circuit that we placed with ****************s for you. I am more than happy to supply you with any paperwork that you would like to review if that is of any help to you. Again, I am very sorry for the misunderstandings and please let me know if we can do anything. Thank you. Consumer Response /* (2000, 7, 2023/03/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We attempted to close our account in October, 2022 due to multiple technical issues and by necessity switched to a new provider. We informed Spectrum VOIP of the desire to close this account and had confirmed the porting of our phone numbers to the new provider. We were told we would need to close out our contract and were provided with a phone number to do so. The phone number we were provided was to the contractor the company used for their equipment who had no idea how to assist us. We went back and forth for weeks and finally spoke to a supervisor that offered to close our account out for $1000.00 even so long as we set up with the time and billing department (the department I first mentioned) and made arrangements to return our equipment accordingly. Time and Billing stated they had no idea how to help us with this and we have been back and forth since this time. Spectrum continues to bill us for ongoing services! They continue to provide different phone numbers via email for us to call to resolve this issue and either nobody can assist ** or there is not a human we can speak to at these phone numbers. We are a small business and cannot afford to be billed for services we are not using.

  Business response

  03/17/2023

  ******************,
  I want to apologize for the trouble you have had in getting in touch with the leasing company in the proper format or within our organization. Without looking through extensive call histories, we won't know exactly what happened there. To fasttrack, I have asked for our customer service manager to reach out to you. His name is *************************** and he will be in touch to facilitate your buyout and close the account out for you. Thank you.

  Customer response

  03/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  *************************** reached out to us already and he is the one that offered to settle for *******, months ago, so long as we could settle out with the leasing company. It is the leasing company that continues to tell ** that they cannot assist with the information needed to send the equipment back despite Spectrum Voip stating they are the ones we need to speak to. This is where the back and forth cycle began and continues to now we are being provided by Spectrum Voip with phone numbers that do not connect ** with a human we can speak to.

  Customer response

  05/19/2023

  A supervisor from Spectrum VOIP sent me an email to call and discuss with him further, this issue. I have called and left voicemails and have not gotten a call back to complete resolving this matter. 

  Business response

  05/23/2023

  ******************,

  I spoke with *************************** ***************** Manager), he explained to me that he has requested the buyout from ************ Corp for you since you were not able to get the information you were looking for. He has our VP of Finance involved to ensure this happens timely and accurately. You should have resolution to your request momentarily.

  Thank you.

  *************************

  Customer response

  10/16/2023

  We continue to be billed, Spectrum never followed through with the promised communications to settle this issue. We are beside ourselves, here. We continued to email and call the representative assigned to assist us at Spectrum and he stopped responding and did not complete the process with us. This company needs to close our account retroactive to October 2022 as they already promised to do and eliminate all billing from then to now. They either need to settle this account for the $1000.00 TOTAL they said they would do so, or ************ this account out altogether. We feel like their actions are an intent to get us to give in and keep an account with them and continue paying. This is unacceptable. We are considering filing a complaint with the **** Atty ******** next.

  Business response

  01/02/2024

  Below we emailed to the customer to resolve the problem and meet the request made by the customer.

  Thanks.

  ******************,
  I received word that you needed to close out your account with ***************** and SpectrumVoIP.
  The balance due to Time Payment is $1046.52. If you need information on how to get in touch with them to make full payment, please let me know.
  The balance with SpectrumVoIP has been zerod out.
  I believe that this meets your requests and hopefully will resolve everything in full.
  Thank you!

  Business response

  01/04/2024

  Below we emailed to the customer to resolve the problem and meet the request made by the customer.
  
  Thanks.
  
  ******************,
  I received word that you needed to close out your account with ***************** and SpectrumVoIP.
  The balance due to Time Payment is $1046.52. If you need information on how to get in touch with them to make full payment, please let me know.
  The balance with SpectrumVoIP has been zerod out.
  I believe that this meets your requests and hopefully will resolve everything in full.
  Thank you!

  Customer response

  01/04/2024

  I would like a formal letter from Spectrum that the account has been closed and the balance owed to Spectrum VOIP is $0.00. I would like information on how to contact their ***************** people to settle the $1042.00 owed to them. 

  Customer response

  01/08/2024

  I am rejecting this response because:   

  I would like a formal letter from Spectrum that the account has been closed and the balance owed to Spectrum VOIP is $0.00. I would like information on how to contact their ***************** people to settle the $1042.00 owed to them.

  Business response

  01/19/2024

  *****************,

  You can reach ***************** with the number that would be listed on your monthly invoice or I have a direct contact there that we often give out for someone specific.  ******* at **********************.

  Attached here is a zero balance invoice from your SpectrumVoIP account.

  Thank you.

  Customer response

  01/19/2024

  I have reviewed the business response and accept this resolution with the understanding that Spectrum VOIP has closed our account and credited the bill to Zero as reflected in the invoice they provided. We will owe $1000 to the Time and **************** to settle the account and finalize this matter. I will contact time and billing to make payment arrangements. 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Account: ***************** I am requesting the termination of my SpectrumVOIP service with your company. This termination request is due to the poor quality of service and unreliable coverage, along with the poor customer service that I have experienced during my time as a customer. Over the past couple of months, my business has consistently experienced dropped calls, the inability to call in or out, static lines, and other issues that have greatly impacted my company's ability to work without interruption. Despite multiple attempts to resolve these issues with your team; *************, *************, or ***************, the problems have persisted and have caused significant frustration and inconvenience for myself, my business, and my revenue. I am asking you to terminate my service with your company without penalty so that I may seek a new provider that can offer me the reliable and high-quality service that I expect and deserve. If this contract termination cannot be provided to me in a timely manner, I will promptly file a complaint with BBB and FCC due to your unsatisfactory coverage and reception. Included you will find dates at which I have tried to resolve these issues with no results: 1/12 Fax number ported incorrectly 1/13 Two extensions will not call in or out (************* said she would mail a router specifically for phones; Have not received it. 1/18 Info was given to fix the fax line 1/18 Extension will not transfer between themselves in the office 1/24 Two extensions will not call in or out 1/27 Fax port not complete 2/1: Fax port not complete 2/13: Fax port not complete 2/22: Docusigned contract 3/1: Two extensions will not call in or out 3/3: Contacted *************** (Account Supervising Mng) who said he would contact me back no later than 3/6; Still have not had contact from him. 3/8: 462445 ticket submitted FCC and BBB will be notified. I will also be looking into options to recoup any lost revenue these issues have caused.What

  Business response

  03/23/2023

  Business Response /* (1000, 5, 2023/03/14) */ Mr. *******, I have visited with our team here internally and they informed me that you were in communication with ************** in our Account Management team. Also *********** worked with **** to resolve those issues as well. We are sorry for any trouble you've had and any confusion. Please let us know if there is anything else you need. Thank you.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  NOT recommended for a business with multiple lines and extensions. We purchased this system for the use at 3 dealerships. We are located and hour from the Spectrum VOIP office. The sales dept. is terrible! As soon as your salesman is paid they ditch you and your concerns! She says; (Call tech support I can't help you now!) $90K dollar (terrible) investment at $1,500. a month Personally I wouldn't pay $90 dollars a month for this phone service. Tech support is NEVER helpful and that's if they answer the phone. I've held for tech support from 12:45pm and hung up at 5pm only because I was off work at that time.

  Business response

  02/01/2023

  Business Response /* (1000, 7, 2023/01/20) */ Contact Name and Title: Erik ******** Contact Phone: *********** Contact Email: *********@spectrumvoip.com Ms. *****, We did some investigating to determine what has been happening on the trouble tickets you are referring to. It appears that you have been experiencing trouble with the cordless phone in your service department. We did make some mistakes by sending out a base unit and not the handset itself. This was an error made in our shipping department and we are extremely sorry for the trouble that it caused. In order to ensure this exact scenario doesn't happen again, we will be sending out a spare handset and a desk phone that is registered to the same extension as a backup to the cordless. Cordless phones are easy to drop and break, batteries can die, and they can be frustrating when not in close enough range. We hope this will help give you a little peace of mind for that specific problem you were having. Thank you.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Phone services have been down and intermittent due to their equipment as it was throttling our environment. Phone/internet quality has been slow or drop off due to poor speeds due to throttling. Issue has been happening since March.

  Business response

  01/03/2023

  Business Response /* (1000, 5, 2022/11/30) */ Mr ******, I have spoken with our support manager. He said that there will be someone in touch with you to see what is causing them problems you describe. If your router is faulty, we will replace it with a new one. As you may not be aware, we are not an equipment manufacturer. We use equipment such as phones and routers in order to deliver our service to the end-user. When an equipment malfunctions, we have to troubleshoot and repair or replace it. We are very sorry this has caused problems for you but it is something we can solve. If remote review of the router isn't able to fix the problem, a technician will be dispatched at no charge to you. Thank you.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  SpectrumVOIP has been harassing my business for over a year now, trying to get us to switch to them. They have even gone as far as getting my personal cell phone number, not sure how they managed that one, and calling me out of business hours. I have asked very nicely many times that they stop harassing me. I get about 10 calls a week at work, and I have no interest in working with them. They have shown up to my place of business uninvited several times, and turned away. They have no respect for my time or sanity, and I'm about to take extreme measures to deal with these people. I have no interest in being harassed by them anymore, and every time I call to speak with a sales manager they say they will transfer me and then they just hang up. I am at a loss of what to do, but they are driving me absolutely insane. I just want them to stop harassing me and they refuse to do so. If they show up unannounced again I don't feel like I can be held responsible for my actions, any guidance on this would be greatly appreciated.

  Business response

  12/28/2022

  Business Response /* (1000, 5, 2022/09/01) */ Mr *****. We apologize for the headache, I can fix this for you easily. But I want to be sure you have the right Spectrum. If you are talking about the cable TV and internet provider, that is not us. If you will please reply with your phone number I will make sure you are off of any and all calling lists. For your cell phone, I recommend you simply add it to the do not call registry which you can do in under 1 minute online. Please let us k ow your numbers for removal. Thank you. Consumer Response /* (3000, 8, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cannot provide my number in this response as it's against the BBB's terms to include any personal information in the response. And trust me, y'all called way more than twice in August, that is an absolute lie. I am not speaking about Spectrum, bc they are my current provider and I love them. I am only speaking of Spectrum VOIP, you people, because you people call me a lot. You've called us three times since I filed this report. I understand that the do not call list takes some time to activate, so I'm allowing for a grace period on that one. I have already added my numbers to the do not call registry, but I appreciate you reminding me of the option. I hope you have a good day and I hope you people leave me alone. Business Response /* (4000, 10, 2022/09/07) */ We are happy to leave you alone, if you want to email me your numbers I can make sure they are removed. [email protected]. without your numbers we have no way of knowing if something else is in place that is causing us to call you. Regards, Consumer Response /* (2000, 12, 2022/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Consumer Response /* (3000, 16, 2022/10/14) */ I have filed a complaint against this company recently, and thought it was resolved. I asked that they stop contacting me at my place of business, and that I have 0 interest in working with them. They have awful and shady business practices and I am absolutely fed up with them calling me. They no longer respond to my emails, I've had three people call me from their offices in the last two weeks, attempting to yet again sell me their services. I strongly doubt they will ever handle this, and I do not see a resolution to this issue being met. I am still at a loss of what to do, this is bad business conducted in bad faith and I don't want to be a part of it. Business Response /* (4000, 18, 2022/10/14) */ Mr *****, if you give us your phone numbers, we can remove them. If not, there is no way we can honor your wishes. To say, "please don't call my numbers, but I'm not going to tell you what they are" gives us no path to resolution.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contracted with them in January 2018 to provide phone service to my business. The sales promises never materialized so I new this was a bad idea from the start. We had a 4 year contract with them. In January the contract expired and we went on a month to month basis. The original contract called for auto debit from a bank account. In February, 2022, I received a bill. upon calling Beth Zein at the company, she advised I should pay it as the auto bill had stopped. Well it hadn't so I double paid for February 2022. I stopped the service in April, 2022 with a phone call and emails to Beth Zein, as she was my contact person. I continue to get bills from them. The never reimbursed me for the February overpayment, and I am paid up to date for the services they provided. I need them to stop sending me bills that change up and down every 2 weeks.

  Business response

  09/08/2022

  Business Response /* (1000, 7, 2022/08/03) */ Mr. *********, We are very sorry for any trouble you have experienced. I want to help resolve this for you. The way you will be able to get any additional monies your are owed will be to contact the leasing company (Time Payment Corp) that serviced the contract you signed. We do not have access to their internal billing systems nor do we have any way to facilitate a refund on their system. Their number is on your invoice along with your account number to reference. For your own information, the contract is not fully closed out until the final invoice is paid and the equipment listed on the lease is in their hands. I was told you sent the equipment to us and we then had to send it to Time Payment Corp which would then satisfy that requirement. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩