I had a similar situation with Spectrum. My wife and I bought a house 3 years ago and our new neighborhood was served by Spectrum. While we were in the process of moving, I called them and scheduled an installation appointment. On the day the technician arrived, he informed me that our house is not wired for Spectrum and that they need to send an electrical contractor to complete the wiring before they can schedule the installation. The tech also mentioned that they will have to cut a hole in our driveway to run the cables. I immediately started getting apprehensive, but agreed to have them send an electrician to do the wiring. I called Spectrum and handed the phone to the technician, so he could explain to the service rep exactly what needs to be done. The rep assured me that he took detailed notes and will be dispatching an electrician to perform the connection. Unfortunately, the earliest appointment they had was a week away, but I decided to wait, opting to use my phone as a hotspot in the mean time.
While we waited for the rescheduled appointment, we found a Verizon FiOS panel in the garage. We still decided to deal with Spectrum, but at least we now had a fallback option. Fast forward a week. I get a phone call from a Spectrum contractor, informing me that he is a few minutes away. My excitement, however, was short-lived. Instead of sending an electrician, Spectrum sent a regular installer, who pretty much repeated word for word what his colleague said a week earlier. At this point, I was done. After the tech left, I called Spectrum, informed them of what just happened and let them know that I will be going with Verizon. As soon as I hung up, I called Verizon, who were able to accommodate me within two days.
The following day, a rep from Spectrum called me, asking why I decided to cancel my service appointment. I told the rep to review the notes in Spectrum's system, after which he said that they can schedule the installation that week (no apologies for their screw up, by the way). I said that I gave them two chances and the fact that they managed to screw things up twice in a row does nothing to paint their company in a positive light. The silence was deafening.
