Spectrum, owned by Charter Communications, is making significant changes to its pricing and services in an effort to attract and retain customers. The company recently reported losing about 149,000 internet customers in the second quarter of 2024, largely due to the end of the Affordable Connectivity Program (ACP) in February. The ACP provided eligible households with a discount of up to $30 a month for internet.
In response to customer complaints about price hikes and the loss of subscribers, Spectrum is introducing a new simplified pricing strategy. The company now offers internet for a starting price of $30 a month, with speeds beginning at 500 Mbps, when bundled with mobile or video services. These pricing plans are guaranteed for up to three years.
Spectrum is also automatically increasing internet speeds for existing customers at no extra charge.
Spectrum’s new pricing strategy detailed
Spectrum Internet customers will see their speeds increase to 400 Mbps, while Spectrum Internet Ultra customers will have their speeds boosted to 600 Mbps.
As part of its new “Customer Commitment,” Spectrum promises to resolve service disruptions quickly. If a service outage lasts more than two hours, customers will be offered a credit for the full day. If a customer is not satisfied with the service within the first 30 days, they will receive a refund.
“If we are charging for a service, it should work all the time; if it doesn’t, our customers should trust that we’ll make it right,” said Charter Executive Vice President of Customer Operations Cliff Hagan. “By focusing on reliability, transparency, and outstanding service, we want to exceed expectations, build lasting loyalty, and address our customers’ needs with renewed energy and focus on keeping them seamlessly connected.”
These changes are aimed at winning back the loyalty of Spectrum’s customers and mitigating the financial impact of recent subscriber losses. The company hopes that by offering competitive pricing, faster speeds, and improved customer service, it can regain its footing in the internet service provider market.
