Spectrum customers concerned about bills, rate hikes

A Spectrum customer said her rate went up recently

Rochester, N.Y - Patricia Slagle is now a Spectrum customer. Formerly, they were Time Warner Cable.

When the switch happened, she quickly realized something changed on her bill.

"I said, you upped the bill without saying anything,” Slagle said about calling customer service.

Slagle's bill jumped from 147 dollars per month to 167.

She was upset, until a promotion came in the mail for a much cheaper rate.

"It had all the gigabytes, channels and the telephone for 29.99, so I called them,” she said.

A customer service rep told Slagle, it was only for new customers. That’s when she started looking into other services.

She's not alone.100,000 cable customers in the same boat have already done so.

Charter's latest earnings filing shows it happened in the first quarter of 2017.

A statement, Spectrum told News 8 in regards to rate hikes:
“Time Warner Cable promotional pricing plans had significant discounts, but apparently those have expired and customers were asked to transition to higher priced Spectrum plans.”

Some customers we talked to off camera told us they were able to lower their bills after hours on the phone.

But Slagle said she wasn't able to do that.

"[The customer service rep] said, ‘you really got the best package.’ He said, ‘I can lower it 5 dollars, but that won't do you any good,” Slagle explained.

To contact customer service, click here.

For more information on Spectrum's first quarter earnings of 2017, click here.

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