Unable to Add Spectrum Internet Online Bill

Tammy Borgnis

I am not able to add my Spectrum bill when I click Online Bill under Bills & Income. The only option that is close is "Charter Communications", and it shows the wrong website.

The website should be www.spectrum.net.

When I put in my Spectrum account number and info, it never connects, and I am suspecting that it is because of this.

Please help.

Quicken Kristina

Hello @Tammy Borgnis,

Thank you for sharing your experience. To better assist with this issue, please provide more information. What is happening when it fails to connect? For example, are you receiving any error messages/codes, or is it just stuck in pending?

I look forward to your response!

Tammy Borgnis

@Quicken Kristina Hi Kristina. I'm not getting any error message. It's just constantly stuck in pending. When I refresh the status the next day, it says that it was unsuccessful and wants me to put my information in again.

Quicken Kristina

Thank you for your reply,

This work around, posted by another user, may help you get connected:

https://community.quicken.com/discussion/comment/20506070#Comment_20506070

If that work around does not resolve the issue, then I recommend that you contact Quicken Support directly for further assistance, since they have access to tools that we can't access on the Community and they're able to escalate the issue as needed. The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday

Thank you!

cyberphile

This problem is still ongoing 2 weeks later. Only type of error message is

This is not helpful. I just called Quicken Support about this biller and Southern California Gas Company. The rep checked and said these were in a "completely degraded" status. He said I should try again in a few days.

I have a suggestion to clarify the enrollment form. One, the "info" button next to the Account number box for Southern California Gas Company says to include the first 5 digits of the ZIP code after the account number. Really? Who would even think to include this?

When filling in the street address should abbreviations for avenue, boulevard, or road, etc. be used or should what is exactly on the bill from the provider be used? The same question for the city (some billers abbreviate things such as Hills to HLS). Are units in a condominium or townhouse complex treated as an apartment number?

Quicken Kristina

Thank you for your reply @cyberphile,

I reviewed your interaction with Quicken Support, and I can see they gave you incorrect information about those billers being in degraded status. I apologize for the inconvenience.

If you haven't already done so, please try following this work around provided by another user, and see if it helps you get connected:

https://community.quicken.com/discussion/comment/20506070#Comment_20506070

Thank you for providing feedback on the enrollment form. I forwarded it to the proper channels.

Please let me know how it goes!

cyberphile

@Quicken Kristina

The attempt to add Southern California Gas Company as an online bill still fails the same way very quickly after adding it and after I deleted all of the existing reminders. The request to add my Charter/Spectrum Internet/TV account online bill still shows "in progress". My attempt to add my Charter/Spectrum mobile phone account fails very quickly after adding it in the same fashion as Southern California Gas Company. There are no reminders or any reference any more to these two billers.

I did still follow the documentation to add the 5 digit ZIP code to the account number for Southern California Gas Company.

Quicken Kristina

Thank you for your reply,

Since the work around did not correct the issue, and you are not seeing the error message mentioned in the known issue (for more information, click here), I recommend that you contact Quicken Support directly for further assistance, as they have access to tools that we cannot access on the Community and they're able to escalate the issue as needed. The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday.

I apologize that I could not be of more assistance! 

cyberphile

@Quicken Kristina

I just got off the phone with a manager with Customer Support, Fernando, after spending almost an hour on the phone troubleshooting the problem adding Spectrum/Charter Communications and Southern California Gas Company online bills. I uploaded a couple of screenshots showing the only error message I get as well as the enrollment form to a file transfer site link he provided. He spoke to some back office folks a couple of times. Eventually, he said that the biller search list that is returned when adding an online bill is not current and is from the old online bill provider. He said he was told that Spectrum/Charter Communications and Southern California Gas Company are not supported currently by this new provider (FISERV). I pointed out that Southern California Gas Company has over 20 million customers throughout Southern California along with untold millions of Spectrum/Charter Communications across the country and suggested that Quicken management should have a discussion with FISERV about resolving that. It seems incredible that this new bill provider does not support these companies. They also don't support the Los Angeles Department of Water and Power with millions of customers but at least they are not returned in the biller search list. I am not pleased!

Quicken Kristina

Thank you for the follow-up,

I'm sorry to hear those billers are not currently supported. The new service provider is working to expand the number of billers they support, so hopefully they will be added in the future.

Thank you!

cyberphile

@Quicken Kristina

The problem is that since So Cal Gas and Spectrum/Charter are in the list of billers returned, I have no way of knowing when they actually work.

2bmewtongi

@Quicken Kristina

Posting here to elevate this issue. I'm having the same one with Spectrum online billing. The dialog boxes ask for the account number and address for the account. After entering all of that information correctly, it will display a "Pending" status for several days and then return a "Failed" status. When pressing "Fix It" it asks to confirm the information and resubmit. There are only two options when typing in "Spectrum" for the online billing, "Spectrum Credit Union - Credit Car" and "Charter Communications". The "Charter Communications" routes to "https://corporate.charter.com". It should route to "https://www.spectrum.net" or "https://www.spectrum.net/login". Another suggestion would be if a billing provider, like Spectrum, is not supported, it would be better to just return "Not Supported". Then your provider could track how many "Not Supported" responses they gave in order to generate a priority list.

fun1000000

Since those billers are not currently supported, your best option is to use the company’s online bill pay on their websites.

That’s what I use and it works flawlessly and you never have to worry about it.

Be sure and enter it as a reoccurring auto bill reminder. You will just have to update the amount if it’s not the same every month.

Go Dodger Blue !

Quicken Kristina

Hello @2bmewtongi,

https://community.quicken.com/discussion/comment/20513986#Comment_20513986

Thank you for letting us know you're seeing this issue. To report this problem, you would need to reach out to Quicken Support directly since they have access to tools we can't access on the Community and they're able to escalate the issue as needed. The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday.

I apologize that I could not be of more assistance! 

davem1943

I have the same issue with Spectrum except mine stays in pending indefinitely.. I use to pay my internet bill to Charter but they were bought out by Spectrum quite a while back.. Now my choice it to use Spectrum's web site or use another bill pay service..

Quicken Kristina

Hello @davem1943,

Thank you for letting us know you're seeing an issue with Spectrum being stuck in pending indefinitely. If you haven't already done so, I recommend following this work around posted by another user:

https://community.quicken.com/discussion/comment/20506070#Comment_20506070

If that process does not correct the issue, then please contact Quicken Support directly for further assistance, as they have access to tools we cannot access on the Community and they're able to escalate the issue as needed. The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday.

I hope this helps!