On the heels of closing the $79 billion mega-merger earlier this year, Charter this week formally brought its Spectrum brand to Time Warner Cable and Bright House Networks markets. A company announcement proclaims that users in these markets can now experience “superior products with the most HD, tens of thousands of On Demand options, Internet speeds starting at 100 Mbps and a reliable, fully featured voice product, all offered at highly competitive prices and combined with outstanding service.”
The problem for many Bright House and Time Warner Cable customers is that so far, the offerings are less impressive than what they had, for more money.
Post acquisition, Time Warner Cable’s “Maxx” 300 Mbps upgrades have been cancelled (for now), and Charter is dramatically pulling back on both Time Warner Cable and Bright House online and social media support. It’s also socking customers with new rate hikes when their current contracts end. Collectively this has resulted in some notable subscriber losses for the freshly-fused company.
Meanwhile, users in our forums point out that a number of services (like Charter’s promise of being able to control your DVR from the iOS app) don’t work. Others complain that they’re seeing new fees or a hike in existing fees.
Charter however insists that users will see new, better service under the Spectrum brand.
At Charter, we are working hard to redefine what a cable company can be and we call it Spectrum, said Tom Rutledge, Chief Executive Officer. It starts by providing the best TV, internet and voice services possible at the greatest value to our customers combined with a service organization that is large enough, expertly trained and well-equipped to provide the highest level of craftsmanship and service.”
Acquired customers: how has your experience been so far?