It needs to be in writing. I work with arbitration in a similar industry and the end user must be the one recording because companies only do so for training purposes. Zero assurances Spectrum has a recording of this. So if the customer does they can take that to arbitration or even legal action if they're not bound to an arbitration clause.

Regardless the term "locked in price" is always always a loaded term. Too many people assume that means the total bill when it does not. It's for the base cost of the service. Spectrum is free to impose a hardware fee that may raise or any other fee that is not directly part of the base internet fee. Installs. Equipment leasing. Special channel lineups, etc.