Charter is rolling out a new, long-term brand campaign that pledges contract-free residential services and whole-dollar advertised prices that, on some services, are inclusive of taxes and fees.
The campaign, called “Life Unlimited,” is part of a customer price, value and service commitment that Charter is adhering to with respect to its residential Spectrum TV, Spectrum Internet and Spectrum Mobile services. As part of the rollout, Charter says it will debut a new Spectrum Internet tier that offers 500 Megabits per second (Mbps) download speeds for just $30 per month when bundled with two Spectrum Mobile lines of service for separate fees.
Charter is also promising to increase the download speeds of its Spectrum Internet plan to 400 Mbps and Spectrum Internet Ultra plan to 600 Mbps, without any price adjustment.
“These commitments are encapsulated within Spectrum’s new brand platform, Life Unlimited, which provides customers access to a life of ‘unlimited’ opportunity and possibility when seamlessly connected through Spectrum’s Internet, Mobile and Video services,” a Charter spokesperson said in a statement. “Spectrum’s new Customer Commitment, pricing plans, speed increases and brand platform will roll out across its 41-state footprint this week.”
In addition to those perks, Charter is also debuting a number of other commitments across its various services, including:
- No annual contracts across any of its residential services.
- A promise to notify customers of any service disruption within 15 minutes of learning about it, and a pledge to “fix any service disruptions quickly, including dispatching a technician the same day if the customer requests it prior to 5 p.m.”
- If a service area experiences a disruption that lasts longer than two hours, “our agents will offer a credit for the full day,” unless the outage is the result of a natural disaster, power disruption or overnight scheduled maintenance.
- A 30-day money-back guarantee on all Spectrum Internet, Mobile or TV service, and a 14-day money-back guarantee on all new mobile devices purchased through Spectrum Mobile.
- Whole-dollar advertised pricing, with taxes and fees included on Spectrum Internet and Spectrum Wireless service, (except in California and Texas where certain government-related fees associated with telephone services are required by law).
- A pledge to expand its network of services to reach approximately 1.75 million underserved and unserved homes and small business across the country “to help connect everyone, everywhere.”
- In addition to the Spectrum Internet plan at $30 per month with two Spectrum Mobile lines of service, Charter is also debuting a Spectrum Internet Gig package that costs $40 per month when bundled with two Spectrum Mobile lines of service.
“This new commitment to our customers goes beyond words; it is about action,” said Cliff Hagan, the Executive Vice President of Customer Operations at Charter. “With approximately 100,000 employees, our customers are also our friends, family and neighbors, and we hold ourselves accountable to them. 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.”
Hagan said Charter’s focus on “reliability, transparency and outstanding service” will help the company “exceed expectations, build lasting loyalty and address our customers’ needs with renewed energy and focus on keeping them seamlessly connected.”
“We’ve already made the investment in our people, tools and systems that will allow us to execute on these commitments and fully stand behind the great value, products and services we provide to our customers,” Hagan affirmed.
Like other broadband and video providers, Charter has experienced a trend of higher churn as fixed wireless Internet services from Verizon and T-Mobile mature across the country and streaming services offer lower-priced options for entertainment, news and sports needs.
Related: Global land-based broadband uptake shrinks during Q4 2023
To address this, Charter has taken a number of steps over the past year to make its Internet and video offerings more attractive. Around this time last year, Charter inked a novel distribution agreement with the Walt Disney Company that allowed it to move certain Disney-owned channels around to new, lower-priced Spectrum TV packages and include access to the ad-supported tiers of Disney’s streaming services — Disney Plus, Hulu and ESPN Plus — contingent upon the availability of Disney channels like ESPN and ABC in a customer’s subscription.
The Charter-Disney deal has been replicated with other broadcasters and video programming providers over the past 12 months, including Paramount Global, Warner Bros Discovery (WBD), AMC Networks, Televisa-Univision and Allen Media Group.
In April, Charter revealed new Spectrum TV packages that offered general entertainment, news and other channels at more-attractive prices. One product, called Spectrum TV Stream, offers around 90 linear channels from Paramount Global, Fox Corporation, WBD, AMC Networks and A+E Networks for around $40 per month, while a Spanish-language package called Spectrum Stream Latino offers 45 channels for around $25 per month.
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Editor’s note: This story was updated on Tuesday, September 24 with additional information about Spectrum’s whole-dollar advertised pricing and the inclusivity of taxes and fees across some services.
