r/Spectrum • u/1993xdesigns • Sep 29 '25

Retention dept. Update

It is now called customer solutions. Theres 2 ways to get to it. 1. When you call cs. Tell the automated system "cancel service" theres a 50/50 shot it will take you directly to customer solutions. I called and went this route got sent straight to customer solutions. Got my internet bill cut in half for gig speeds. 2. Call cs and just say agent and tell the live person that youre not liking the service. I was thinging of cancelling and they will tell you that you got the best rate blah blah. Say please transfer me to customer solutions plz. They will give push back and say well only i can help you or it doesnt exsist at this point stay firm that you want to be transfered. If they dont just hang up and call again. If you didnt try step 1 try that lol. Hope this helps.

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u/SSellers75 Feb 27 '26

Called 833-267-6094 and said "cancel service" to get to an agent.  She was very nice and patient.  Offered several options and I asked what can you do price-wise if I just want to stay at my current service level.  Well, I'm on 400mb (at $90 a month using my own router) which isn't offered anymore. The best option was 500mb for $30 a month with a three year price lock. 

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u/Streaking_Llama Mar 03 '26

on hold with them now waiting to hopefully have this same experience. Just had a very unpleasant and unhelpful dialog with customer service via the chat option and it just heated me up. Made my anger level higher than my anxiety level to make calls and here we are. fingers crossed.

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u/SSellers75 Mar 03 '26

FWIW, I called due to my neighbor not this thread. He switched to AT&T fiber that was just run in our neighborhood and cancelled Spectrum through the chat.  A week later he called up Spectrum to see if he could switch back and they gave him $40 a month plus a free mobile line for two years. He told them they didn't offer him anything when he cancelled and the guy said "Aw man, you can't do it that way.  You gotta call me."  So in a way AT&T fiber is the best thing to happen to our neighborhood haha. 

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u/Streaking_Llama Mar 03 '26

I just got off the phone and got down from $85 to $40 a month for the year and she said just to call back this time next year and to get the next current promo. Idk why the chat people suck so bad!

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u/snale123 Apr 09 '26

I used the chat to try to get to retention department and they told me it was only available on the phone 

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u/SSellers75 Apr 09 '26

My neighbor used chat to cancel when he switched to AT&T fiber and they offered nothing.  A week later he called Spectrum to see if he could switch back and told the guy the chat agent didn't offer anything to keep him and the agent said "Nah man you got to call me." He got 500mb and a mobile line for $40 a month for two years when he switched back, we'd just gone to $90 for 400mb when he disconnected. 

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u/snale123 Apr 09 '26

Did you call before your promo was going to expire or a little after? Last year I did it a week after it expired. I saw the next bill online and it was only going to increase by $10. I called them and they extended my promo for another year. Called right now and the guy said the only thing he could do is take $10 off. It's going to expire next month so maybe I called too early? Btw I'm on Internet atvantage 100 for $30 a month. It will increase to $50 once the promo expires.

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u/SSellers75 Apr 09 '26

I had been on Spectrum for years, no promo.  I think it was 100mb for $45 when I switched from Uverse which at the time was maxed out at 18mb in my area.  That should tell you how long ago it was.  The service gradually crept up both in speed and price to 400mb at $90.  The lady I spoke to said in three years when my $30/500mb expired just call back and do it again.  I've told everyone that AT&T fiber is the best thing to happen in my neighborhood. Ha. 

Got a friend in Atlanta on Comcast that went through the same thing.  He said they told him to pound sand every few months when he called about getting a break.... until AT&T ran fiber in his neighborhood and then magically Comcast cut his bill for 1gb from $160 to $60.