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Charter Spectrum Shutting Down Home Security Service in February

Phillip Dampier December 12, 2019 Charter Spectrum, Consumer News 22 Comments

Charter Communications has notified customers of Time Warner Cable and Bright House Networks’ home security services that it intends to discontinue both services in February, leaving many customers with hundreds of dollars in equipment that will be rendered useless when the service closes down.

“At Spectrum, we continually evaluate our products to ensure we are bringing you superior, consistent and reliable service. We perform regular reviews of our services and as a result, effective February 5, 2020, we will no longer be providing or supporting Spectrum Home Security service.”

Formerly known as Time Warner Cable IntelligentHome and Bright House Networks’ Home Security & Control, the two home security services are legacies of the two former cable companies acquired by Charter Communications. Charter showed no interest in marketing the security services under the Spectrum brand, although the company agreed to continue supporting existing customers until now. Top executives were reportedly disinterested in the prospect of selling home security products and services.

The news has not been welcomed by customers, many who made substantial investments in optional alarm system add-ons that were purchased by customers. At least one spent over $1,200 bolstering the basic security system offered by the two cable companies with additional door contacts, motion detectors, smoke detectors, keypads, fobs, and other extra cost add-ons. That equipment, which normally supports the Zigbee standard, will be rendered inoperative in February because both companies locked the hardware to their specific cable systems, making it currently impossible to repurpose the equipment with another alarm system or service.

A DSL Reports reader is fuming:

All these devices are Zigbee based, made by a major player in the Zigbee devices game. Under normal circumstances, you would be able to take all your stuff and move it over to your own home automation solution (Samsung SmartThings, Wink, Hubitat to name a few). But nope, not Spectrum’s devices. Early on they were firmware coded to prevent them from being seen and usable within the normal universe of Zigbee devices. With a couple of exceptions Spectrum’s Zigbee devices will only see the Spectrum Zigbee universe. So essentially after Feb. 5, 2020 your house full of Zigbee devices will be useless.

The criminal part in this is that with literally a 10 minute fix and firmware to those devices BEFORE they shutter their service would open them to the universe of compatible Zigbee devices but you can take to the bank that Spectrum isn’t going to do it, otherwise they would have mentioned it with the announcement. All those hundreds of dollars (thousands in some cases) down the drain… how does that make you feel?

Those of you with Home Security should be demanding that Spectrum either buyback each and every device they will be orphaning OR they do the right thing and push a simple firmware update that allows the devices to play in the normal Zigbee universe of devices allowing you to make the decision as to which hub and ultimately service you subscribe to.

Spectrum instead has signed a deal with Abode, a competing provider, that is offering to rip existing Spectrum home security equipment out of subscriber homes and replace it with a new basic system starting at $179 a year. Add-ons will be offered at a 25% discount, but will still require customers to spend hundreds more to replace almost every alarm related sensor in their home. Would-be customers are also warned in the fine print free installation is only applicable for the basic Abode Alarm 8-piece alarm kit. Installation of additional devices or accessories will be at an additional cost, which is likely in the range of several hundred dollars for more elaborate systems.

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Colin
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Colin

What a terrible waste. I despise Spectrum for pulling this crap. They really suck. No way will I keep any other subscriptions with them after this!

Shaun johnson
Guest
Shaun johnson

If Spectrum refuses to either unlock or buy back their security devices, I will cancel “ALL” my spectrum services, TV, Phone, Internet, and e-mail. Spectrums stance on their decision to change their security devices and not unlock them is unethical and poor business practice.

Burl Schnarl
Guest
Burl Schnarl

Pfft…this is an old Time Warner Cable product. Charter never even promoted it after the acquisition. I’ve had my system for years, it’s served it’s purpose. Sure I bought all kinds of devices but I probably spent more on coffee over the same amount of time. I’m glad they are killing it, gives me a reason to recycle this and upgrade.
Judging by the handful of negative comments on the interweb, it’s apparent most people feel the same as I do.

Lyn Ann
Guest
Lyn Ann

Ready for a class action law suit? Spectrum Home Intelligent owes me for two cameras ($150 each) in addition to the several other sensors and fob that was purchased. I could hardly afford to install a security system the first time around. Not fair, not right, and I’m super unhappy.

Sok Puppette
Guest
Sok Puppette

Only a goddamned idiot would use a security or building automation system that wasn’t under their own total control to begin with.

A taken former customer.
Guest
A taken former customer.

It takes one to know one. Get lost.

Disgusted Oldman
Guest
Disgusted Oldman

There are a lot of people that are not very technically inclined. There areas of expertise is in other areas. I just retired from 35+ years working in electronic communications and sometimes it gets confusing for me.

Ryan Faley
Guest
Ryan Faley

Pretty much

Annette Gentile
Guest
Annette Gentile

How can you do this to loyal customers. I’ll tell all my friends how disappointed I am. Shame on the management who allow this.

A taken former customer.
Guest
A taken former customer.

Spectrum are dishonest, spiteful. Learned well from our president.

Mary Anne
Guest
Mary Anne

The only notification I received was that I no longer had the monitoring charge on my January bill from Spectrum. I had to Google to find out what was going on. Typical lousy customer service from Spectrum. They are a terrible, terrible company. I only have their internet because it’s the best alternative in my area.

frank
Guest
frank

they are also demanding the return of their panel and one other piece of equipment, BUT they cannot produce a contract or terms of service that was in existence at the time of my purchase (not their current terms of service which is irrelevant) indicating that I both need to return that equipment and in which manner. this is still america. can’t demand something back without proof you get it back. in addition to the issues mentioned in the article if they believe they can force you to take the time to drive it back to them they are nuts.… Read more »

Jim Canes
Guest
Jim Canes

If someone has an unused code to donate, I’d be much interested. Thanks in advance!

Shane
Guest
Shane

Hello, if anyone needs alarm monitoring service please give me a call. My name is Shane, I work for a local alarm company here in Orange City called Security Pro. 386-747-7343

AnotherUnhappyCustomer
Guest
AnotherUnhappyCustomer

I’m one of those people out over a thounds a dollars in sensors. Whoever answered my twitter post actually calls them – our devices. I begged to unlock them, buy them back, or give me a bill credit. The answer is no.

@Ask_Spectrum:

Due to security reasons, our devices are non transferrable to other companies.

We will not be buying back any purchased equipment.

We are not providing credit for any purchased equipment.

Disgusted Oldman
Guest
Disgusted Oldman

Seems to me a class action is in order.

Tom
Guest

I live in upstate New York and the only problem is that Spectrum is the only game in town. Trying to get Verizon Wireless, but don’t know if they are coming to my area. They may not be any better.

Michael Jenkins
Guest
Michael Jenkins

How can I sue them?

Alan Rodin
Guest
Alan Rodin

If there is a class action lawsuit over this count me in. I am very irate over having around $1000 of hardware go to waste. Why cant they recommend a company that can do a takeover of their system instead of company’s that cost thousands of dollars to start all over. Rip off %[email protected]÷×$&. I have found that ADT can do a takeover of cameras and door sensors issued by Time Warner / Spectrum. It still is costing me over $500 to get ADT in my home. The control pad (tablet) and routers are useless though because Spectrum won’t issue… Read more »

shishir c babu
Guest
shishir c babu

First of all there was no preparatory time given to the subscribers about the change.I came to know of it only in the first week of January!! Second the alternate providers that Spectrum prescribe like Ring and Adobe are far from the full fledged system compared to existing TWC installation. Whoever responsible for communicating and help choose the new prescribed supplier from Spectrum has done such a shoddy job of this whole fiasco leaving customers flummoxed and fuming! It shows Spectrum being so aloof and indifferent to the customers of Home Intelligent/security system for which I for one paid a… Read more »

Deborah
Guest
Deborah

I bought my system once it was under Spectrum . I am pissed . I’m sure there will be a law suit . They can add me to there list . I chose though to go with CPI

Alan Rodin
Guest
Alan Rodin

I have contacted the Simmons Hanly Conroy law firm. They are one of the top class action law firm in the U.S.
If you would like to join a class action against Spectrum Intelligent Home (Charter Communications) you should contact them as well.

Phone: 855-203-5883
Website: http://www.simmonsfirm.com

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