‘This company’s not gonna last’: Customers record shocking verbal abuse while trying to cancel Spectrum WiFi

As a consumer everyone has the right to terminate a contract with an internet provider whenever they wish. There may be an exit fee (and they may be expensive) but there is no way a company providing WiFi can legally keep someone in a contract. However, people have been finding it awfully difficult to cancel anything with Spectrum and they’ve been sharing their frustrating experiences on TikTok.

Judging by the numerous clips on TikTok it seems borderline impossible to cancel Spectrum service with the employees working at the call center outright refusing to do so despite the customers asking them to again and again. One man who re-enacted his call with a customer service rep claimed that they repeatedly asked him why he was canceling and telling him that he could cancel via the app, something he discovered was impossible after hanging up the phone.

Another woman recorded the conversation she had with another employee who berated her and shouted at her after she refused to explain why she wanted her services canceled. The woman on the other end of the phone told her, “that doesn’t make any sense,” when she claimed she wanted to cancel without elaborating.

These are just a few of the poor customer service related issues at Spectrum and these videos are fast going viral online.

Why would Spectrum allow this?

While much of the attention is focused on the customer service rep’s inappropriate response to customers who just want to cancel their service, which they are legally allowed to do by the way, some have also placed blame on the company itself. “It’s because employees are being held accountable for everybody that cancels” claimed one commenter on TikTok. 

Whether this is true or not is difficult to verify, however, those who have shared their experience working at Spectrum call centers definitely don’t have nice things to say about it. On Reddit one ex-employee claimed they are “no longer on anti depressants or anxiety meds” a mere month after leaving their Spectrum job.

It would make sense why the employees seem so desperate not to cancel anyone’s service and why they seem so personally invested in keeping the customers on board. The fact that this is happening to multiple people also suggests this isn’t just one bad employee having a bad attitude.

In the end it seems like an issue that Spectrum needs to sort out one way or another. Pressuring customers to not leave their service is sleazy and not a good business practice. Clearly it’s also causing employees to feel stressed to and that’s only exacerbating things.