Observer

Charter - Spectrum wifi hotspot rejects my username and password

there is an active charter-spectrum WiFi Hotspot in the area of my Physical Therapists office. I have tried to directly enter the correct username and password and using the APP both of which fail.

 

It is my understanding I should be able to access this Charter Cable / Spectrum WiFi Hotspot. How do I contact someone in technical support to resolve this issue?

10 REPLIES
Spectrum Employee

Re: Charter - Spectrum wifi hotspot rejects my username and password

Quick question, have you used the hotspot service elsewhere without issue, or is it just that one location?

I post on my off hours, away from work and any statements made are my opinions, and do not necessarily reflect the views and beliefs of Spectrum Communications.

Observer

Re: Charter - Spectrum wifi hotspot rejects my username and password

Just the one location 

Lead Moderator

Re: Charter - Spectrum wifi hotspot rejects my username and password

Good morning. 

 

Have you successfully used other Spectrum Hotspots? Do you see the Hotspot

listed on the map? Spectrum WiFi Coverage Map 

 

My information states you should have access to TWCWiFiTWCWiFi-Passpoint, CableWiFi, and Boingo Hotspots. 

 

WiFi Hotspot has some information on how to login 

 

If you still need help getting connected, please call our WiFi customer support line at

1-888-851-9350.

 

Observer

Re: Charter - Spectrum wifi hotspot rejects my username and password

"Have you successfully used other Spectrum Hotspots?"

yup.

 

I asked for and received a onetime 30-minute Free Trial code... which I couldn't get because there is no cellular data connection

 

"Do you see the Hotspot listed on the map? "

It is listed and for the Physical Therapy provider I am seeing as an Indoor WiFi Hotspot

 

There is no phone number on the login page for help, troubleshooting via Internet onsite is impossible because the cellular 2/3/4 G wireless data connection is nonexistent (hence the need for a WiFi Hotspot)

 

It would be helpful to have a phone number on the log in page for login issues 

 

 

Spectrum Employee

Re: Charter - Spectrum wifi hotspot rejects my username and password

Hi again MattMixon,

 

It could be possible that the issue is the businesses ap or hotspot, if you havent tried in other locatiosn there is no real way to know for sure without a tech visit out to that business's location.

I post on my off hours, away from work and any statements made are my opinions, and do not necessarily reflect the views and beliefs of Spectrum Communications.

Observer

Re: Charter - Spectrum wifi hotspot rejects my username and password

 
SPECTRUM EMPLOYEE
 

The answer to the question

"Have you successfully used other Spectrum Hotspots?"

was affirmative 

Highlighted
Lead Moderator

Re: Charter - Spectrum wifi hotspot rejects my username and password

If you have been able to connect to other Spectrum Hotspots but not this one

we would encourage you to phone into our specialists 

1-888-362-7044

 

At that location do you see just Charter Spectrum?

Do you see SpectrumWiFi or CableWiFi network names?

 

If you look at the map https://www.spectrum.com/wifi-hotspots.html

can you tell if you were on a Spectrum WiFi Indoor  location a Spectrum Wifi Outdoor

location or if it may have been a Partner Indoor location? 

 

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

 

 

Observer

Re: Charter - Spectrum wifi hotspot rejects my username and password

The process for dealing with these connection issues are less than they should be.

 

I called the support number... "Oh you need to be at the location so we can trouble shoot the issue  "

 

But all the troubleshooting revolves around some presumed error on the customers part. I have connected to other WiFi hotspots and am now at this location using the same credentials .

 

I was at the location yesterday and tried to connect (again) without success. When I finally found a location where I could maintain a cellular signal and connect to the WiFi,  I called the support number "You have reached our office after hours... please call back during regular business hours *CLICK* "

 

There sure needs to be some process other than this. What someone on the phone who doesn't have access to the router can do other than say "gee you're right you cannot login  " we'll have to push this up the chain.

 

I did ask the receptionist if anyone has ever successfully connected to the WiFi Hotspot? "We have a WiFi Hotspot?  

Established Sharer

Re: Charter - Spectrum wifi hotspot rejects my username and password

MattMixon -

Let's confirm your answer to the question asked earlier:  "Have you successfully used other Spectrum Hotspots?"

You responded  "yup.   I asked for and received a onetime 30-minute Free Trial code... which I couldn't get because there is no cellular data connection." 

 

If you didn't log in to the hotspot using your onetime 30-minute Free Trial code, the system thinks you didn't connect to and use the hotspot.  But if you DID log in, that one-time code wouldn't let you sign in a second time. 

 

So I will ask a different but related question:  When you signed up for your internet service, were you a new Spectrum customer, a legacy Charter customer, or legacy Time-Warner customer? 

The reason for asking is that each brand of internet customer gets access to different  groups of WiFi hotspots, which have different SSID names. 

 

I definitely agree with you that the phone  call for sign-in support belongs right on the sign-in page, since hotspots are not supported here in the legacy Time-Warner user forum.