How can I escalate a billing issue I've reported to Spectrum Enterprise?
This escalation process is exclusively for Spectrum Enterprise clients calling for billing support.
You can confirm that you have Spectrum Enterprise services by checking for the Spectrum Enterprise logo at the top of each page of your bill. View an example bill here.
If you're experiencing billing issues for a Residential, Small Business, or Spectrum Mobile service, contact one of the options below for appropriate support:
Residential Services: 1-833-267-6094 or view online options.
Small/Medium Business Services: 1-800-314-7195 or view online options.
Spectrum Mobile Services: 1-866-782-2681 or view online options.
If you have a technical issue with your Spectrum Enterprise service or need to request changes to your existing service, contact our dedicated support team. For quick and accurate routing of your call, have your bill account number readily available when you call.
- Technical Support: 1-888-812-2591 and follow prompts for Technical Support.
- Move, Add, Change or Disconnect Existing Services: 1-888-812-2591 and follow prompts for Existing Services or use this Web Form for disconnect requests.
Billing Support and Escalation Process
At Spectrum Enterprise, our commitment is to ensure accuracy of billing and address any issues promptly. If our service does not meet your expectations, follow the escalation process outlined below for billing related issues.
Escalation Progression
You must report your issue or concern with Level 1 prior to escalating to Levels 2-5.
Allow four hours at each level before progressing to the next Escalation Level.
By guiding you through these steps, we aim to streamline your support experience and ensure that your billing issues are addressed efficiently..
|
escalation level |
escalate to |
Contact info |
|---|---|---|
|
LEVEL 1 |
Request for assistance on new billing concern. Hours of operation are Monday-Friday, 8 AM – 9 PM ET. |
1-888-812-2591 |
|
LEVEL 2 |
Team Lead |
1-833-587-0475 |
|
LEVEL 3 |
Shift Manager |
1-833-587-0361 |
|
LEVEL 4 |
Director |
1-833-587-0363 |
|
LEVEL 5 |
VP - Jason Thiem |
1-980-298-6576 |
|
LEVEL 6 |
GVP - Keith Vivona |
1-407-916-0387 |
To view a downloadable form of this list, click here.