payment arrangement but internet still got shut off?

Disclaimer: The question below was submitted by a reader. Names have been anonymized. The information provided is for general informational purposes only and does not constitute legal, financial, or professional advice. Individual circumstances vary, and readers should contact their service provider directly or consult a qualified professional for advice specific to their situation.

Kasey, California January 13, 2025

We had a payment arrangement and our internet is turned off can you figure what happen

ConnectCalifornia followed up with Kasey requesting more information

ConnectCalifornia Expert January 13, 2025

Hi Kasey, that's frustrating - sorry you're dealing with this. To help figure out what happened, can you tell us more about the payment arrangement? When did you set it up, what were the specific payment dates and amounts you agreed to, and when did you actually make your payments? Any details you can share will help us understand what went wrong.

Kasey, California January 13, 2025

so we set up the arrangement in december and they said pay half on the 1st and other half on the 15th but we paid on the 2nd cause thats when we got paid and now its shut off we didnt think one day would matter

ConnectCalifornia Expert January 14, 2025

That’s really frustrating when you thought you had an arrangement in place. A few things could have happened here.

Most commonly: payment arrangements have very specific deadlines, and if you missed even one of those dates by a day or two, the whole arrangement can void and your account goes back to “past due” status immediately. The system isn’t forgiving about it.

Based on what you described - paying on the 2nd instead of the 1st - that one day difference likely voided your arrangement. It seems harsh, but their automated systems don’t have much flexibility built in.

Here’s what I’d do: call Spectrum right now at (833) 267-6094 and ask to speak with someone in billing. Have them pull up the payment arrangement details - the exact dates and amounts that were agreed to. Explain that you paid one day late because that’s when your income arrived.

If you held up your end mostly correctly, push back and ask them to reinstate your service and set up a new arrangement. They’ll usually do this once, especially if you can make a partial payment on the call. For future arrangements, always ask if they can set the payment date a day or two after your payday to build in a buffer.

Outcome: Resolved

Kasey called Spectrum and spoke with a supervisor who reinstated their service after they made a $50 partial payment. They set up a new arrangement with the first payment due on the 3rd instead of the 1st to align with their pay schedule.

Updated January 15, 2025

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