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Spectrum Charging $9.99 Self-Install Fee for a Cable Modem You Pick Up Yourself

Phillip Dampier April 16, 2019 Charter Spectrum, Consumer News 16 Comments

Modem fees are back for some customers.

Spectrum appears to be sneaking modem fees back into the equation three years after telling regulators one of the benefits of Charter Communications’ acquisition of Bright House Networks and Time Warner Cable was that Spectrum customers don’t pay modem fees.

Effective April 1st, new Spectrum customers are being charged a one-time fee of $9.99 to either pick up or have shipped a cable modem for self-installation. If a technician installs it for you, the fee is $49.99.

“The one where you’re essentially paying them to go to the store, wait in line, get the modem, and then go home to install it all by yourself is especially nifty,” writes ‘rseiler,’ a forum participant on DSL Reports.

“Just wait for the ‘Bring your own modem’ $9.99 one-time activation fee, since that will be next,” predicted user ‘Techguru30.’

For now, however, the only way to avoid this fee is to activate your own customer-owned modem.

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Dylan
Dylan
1 year ago

Well, they never said no modem activation fee was a benefit 😏. Just that modems are included in the service which BHN and TWC did not. Hopefully they never charge for modems. It’s a great benefit that few ISPs do.

Dylan
Dylan
1 year ago

I just wanted to mention Dampier to clear up confusion that even bringing your own modem to activate as a first time customer also results in a $10 one time fee. Just a heads up for correction. I saw this on DSLReports and confirmed myself with rep. So no way to avoid this fee as a new customer unfortunately.

Joe
Joe
1 month ago
Reply to  Dylan

Just so you know, I called and confirmed that the fee was for picking up or shipping out equipment. I had the fee removed since I had my own equip. You just have to speak to billing.

Dave
Dave
1 year ago

They are charging me to install my own modem… 9.99 service fee for self installation (Customer Owned Modem)

Dave
Dave
1 year ago

Got this ridiculous fee on my bill after Spectrum basically told me I should switch to the newer modem because mine was old. There was never any mention of the fee. I never saw the install options someone posted above. I chatted with two reps. The first was zero help and booted me out of the conversation for “inactivity” after not responding for about 20 seconds. The whole time the little “I’m typing” icon was working so I was simply waiting for her reply. Immediately started another session and that rep gave me a credit for the $10 stating that… Read more »

Charles Nemitz
Charles Nemitz
10 months ago

I ordered spectrum internet online and was given a price. My first bill had a 9.99 one time charge for self install. I pay you to self install? Somebody needs drug tested 😘. If a fee is going to be charged. Fine. Just let the consumer know instead of blind siding them. Shame. Shame.

ken
ken
10 months ago

my bill went up $45 to $65 after one year. they said it was a promotional rate but i swear that was never mentioned and I assumed it was the actual cost.
spectrum is awful to deal with.

I am currently without internet at home but do I have to pay the activation fee?

sadly theres no other choices.

Jaine
Jaine
9 months ago

They waived the self installation fee for me, but only 1 outlet worked and it had bad signal, I needed a tech to come and was told I wouldnt get charged and got charged more than the install.

RR
RR
5 months ago

They told me I needed to upgrade my router/modem and gave me a modem only at the store.

Jason Lindig
Jason Lindig
4 months ago

After multiple years of getting 200 mbit+ from Time Warner and eventually Spectrum, one day my internet speeds dropped to around 80-100 mbit. The technical support person insisted that the issue was that my modem wasn’t compatible with the higher speeds. Tried to convince me that a DOCSIS 3.0 modem I’d been using in excess of 200 mbit speeds for years just flat out wasn’t compatible with their service. So, I agree to take their DOCSIS 3.1 modem for “free” (but of course ended up with this $10 self activation, despite being a customer for years). Then the person at… Read more »

Peter
Peter
3 months ago

Call Spectrum. They will tell you the $9.99 is a “mailing fee” for ordering their equipment, not an installation fee. In a calm voice tell them you never ordered the equipment. If true, they will waive the fee as a “one-time only courtesy”. Keep a straight face and thank them.

Joe
Joe
1 month ago
Reply to  Peter

Worked for me.

Joe
Joe
1 month ago

Just call and ask to speak to the billing dept. If you aren’t going to drop off or pick up any new equipment, you can have that waived. Otherwise they are arbitrarily taking $9.99 from you. I called and had that charge removed.

K G
K G
1 month ago

I told them agent didn’t mention about one time activation fee, and they waived it

Nolar Barnes
Nolar Barnes
1 month ago

I just called and argued till they drop it.

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