New technology is helping Spectrum prevent problems before they arise.
Spectrum is using telemetry to find potential problems with your cable or internet, before a homeowner even notices.
This allows spectrum to schedule a no-cost appointment and get the issue fixed before it becomes a problem.
Homeowners say it's a huge help, and technicians say it has made their job even easier.
"They're catching it before they see it, before they technically even call in about an issue,” said Spectrum Technician Darius Wright. “So it's proactive - and what it does is it prevents them from calling in the future for future problems, but it also improves the quality of the service of the customer."
Homeowner Larry Kuhns said: "I'm real happy with the service. Like I said, haven't had any problems with it and if they're being proactive about it all, that's even better."
Spectrum Bay News 9 and Spectrum News 13 are part of Spectrum Networks and its parent company, Charter Communications.
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Tampa, Fla., August 22, 2023 – As one of the few businesses that makes house calls, Spectrum is redefining its commitment to customer service through Proactive Maintenance — leveraging advanced telemetry and network monitoring to identify and inform customers about an issue that may affect their service, often before they even experience a problem.
Proactive Maintenance brings a surprising new dimension to Spectrum’s customer service across the company’s 41-state service area, including those in the Tampa Bay area. Recent surveys show 40 percent of Spectrum customers contacted for Proactive Maintenance were unaware of a problem with their services, further demonstrating the company’s commitment to reliability. Spectrum is working to educate customers about this new service approach through television ads.
“We are continuously looking for ways to deliver the best service experience to our customers,” said Tom Monaghan, Executive Vice President of Field Operations at Charter Communications, which operates the Spectrum brand of connectivity products and services. “Proactive Maintenance leverages our investments in both advanced network monitoring and our local teams of expert technicians, so we can evolve from a reactive, on-demand model, where a customer calls us with a problem, to a proactive approach of resolving an issue before they even contact us."
There’s no cost for a Proactive Maintenance service call, and if a potential issue is detected, customers will be notified through their preferred communication method – email, phone, text or via the My Spectrum app — which prompts them to schedule a service call.
“Think of it like seeing a check engine light on your vehicle,” said Area Vice President Louis Riley. “You may not be noticing an issue, but technology is telling you there’s something you should get checked out right away. Early feedback has been extremely positive, and even customers who have noticed an issue with their service often respond by saying, ‘Thank you. I have been meaning to call, but I just haven’t had the time. I’m so glad you’re here.’”
Spectrum logged 600,000 proactive customer visits in 2022 and expects to exceed 1 million in 2023. While early feedback from this proactive service model is overwhelmingly positive, customers should always report any issue with their service through their preferred platform: phone, live chat or the My Spectrum app.
If a customer is unsure about any communication from Spectrum, they can always contact the company to confirm its authenticity.
Spectrum is currently hiring for the local Field Technician roles that are central to providing outstanding customer service and accelerating its transformation to Proactive Maintenance. These roles provide a minimum starting wage of $20 an hour, along with comprehensive benefits, education assistance, free and discounted Spectrum services — as well as a self-paced career progression program with guaranteed increases. Interested candidates can apply at Spectrum’s Careers site.