![]() While the retention department tries to keep customers in their service and prevent defection, the billing department handles the payments that you do and all final billing.įor any billing-related issues, the rep who initially picks up the phone will transfer the call to the billing department. Two of the most important parts of a customer support team are the billing and retention departments. Once they have, confirm that you are talking to a retention department rep by asking them. If you had called in for a service-related issue, asking for the retention department can get your issue escalated up the priority chain faster.īut, just like any other company, getting through to Spectrum’s retention department is not possible by dialing a certain number.Ĭall Spectrum’s regular support team and ask them to transfer you to the retention department. If you’ve been with the service for a long time, they also offer loyalty programs that include discounts or extra credit on your account. The retention department is one of the only departments in the customer support team that’s pretty unrestricted when it comes to giving promotions or discounts.Ĭompanies have understood that the best way to keep you on their service or products would be to offer attractive promotions and other incentives. It’s faster to retain you as well, and as a result, saves the company a whole lot of money. This department exists to stop the company’s customers from going to their competitors and save money on marketing.Īdding you to a service or subscription is always more expensive to the company than keeping you on their service, so they have the headroom to give you promotions and discounts to keep you on their service.Ĭompanies need to spend less money trying to convert you into other services that they offer than trying to get new users on their newest services or products. Most customer support teams, especially for services like TV and internet, have a smaller dedicated team to retain customers that want to discontinue services. Read on to know how to formulate the perfect plan to get your bill lowered, and any hidden fees waived, as well as why companies like Spectrum have a customer retention department. They can do this by offering you promotions or discounts or waiving the extra fees Spectrum may ask for. ![]() Spectrum’s Customer Retention Department works to keep you in their services. This guide results from the extensive research that I had done from many user forums and by actually calling up their retention department.Īfter reading this article, you’ll know what Spectrum’s retention department is and how they operate. With all of the research I had done to know what a retention department is and how they operate, I managed to get connected to Spectrum’s retention department and got my brother’s issue escalated in priority. I had known of retention departments before: I had dealt with them before, so I had a good idea of how to fix his issue or at least get it escalated enough for Spectrum to treat it as a priority. It didn’t even take two months for him to start having issues with his internet bill he was seemingly charged for more than he owed.Īfter quite a few back-and-forth calls between him and Spectrum’s customer support, the issue he was having still hadn’t been fixed that’s when he called me up to help him. My brother, who lives across town, had signed up for a Spectrum internet plan a while back. As an Amazon Associate, I earn from qualifying purchases. When you buy through links on my blog, I may earn an affiliate commission. Go ahead and skip down to “How to activate Spectrum internet.”īut if you’re using Wi-Fi, it will make more sense to install your router before you activate your internet.RobotPoweredHome is reader-supported. If you’re using a wired internet connection in your home, you can connect to the internet by plugging a computer into the modem with an Ethernet cable. You shouldn’t have to wait too long, but if your modem requires a firmware update, it could take up to 20 minutes before the light turns solid. ![]() Wait for the Online light on the front to go from flashing to solid. Once your coax cable is in place, go ahead and plug in the modem’s power cable into the modem and an electrical outlet. Otherwise, just thread the coax cable straight from the wall outlet to the modem. If you’re also setting up Spectrum TV, connect the coax splitter to the coax cable as described above. Choose the coax cable in your kit that’s the right length to reach from the outlet to where you want to set up your modem. Just like installing Spectrum TV, you’ll start installing your Spectrum internet by finding a working coax outlet (also called a cable outlet) in your home. ![]()
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