Phone callbacks

I called Spectrum/TWC to reconnect a service and the automated response said "all of our representatives are busy.  Please hold for the next available representative."  But within a minute or so, it gave me the option of continuing to hold or requesting a callback when a representative was free.  I chose the callback and the automated response said I could expect a call in "more than 45 minutes" so I was pleasantly surprised when the callback came within 20 minutes.  Except there was no real person on the line. It was a recording telling me "all of our representatives are busy. Please hold for the next available representative."  I held for 3 minutes while listening to the same message, laughing at the chutzpah of such a system.  LOL.  I contacted them via the online chat session which was faster, and which concluded with them telling me that the service would be restarted, although that remains to be seen.

Lead Moderator

Re: Phone callbacks

I am sorry to hear you had difficulty contacting us by phone. Normally those call backs would route you to an agent within a few minutes. If you are willing I would like to have that looked into.


If you will contact us directly at Forums_Help with your account number and approximate time of the call we would appreciate that very much. 


Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums

Proven Sharer

Re: Phone callbacks

I happened to call in to Cablecard support yesterday and got the same option to have a callback. I was skeptical but didn't feel like waiting on hold for 45 minutes so I did it. To my surprise a real person called back within 20 minutes. It worked for me as advertised.