Charter Cable

Star Half star Empty star Empty star Empty star
1.6 out of 5, based on 12 ratings and
32 reviews & complaints.

Most Popular | Newest | More Options >
More filter options:
Deceptive Billing Practices
Posted by on
When I signed up for Charter services back in March of this year, I was told by a sales representative that my installation fee would be waived and my bill, INCLUDING, taxes would come to $150 a month. I was fine with that.

It turned out to be an issue with the apartment I was supposed to move into and the rental office let me move into a different apartment. I call Charter and inform them of this before two days before the tech was scheduled to come for the installation.

The process was flawless.

So, I'm enjoying my new Charter services quite fine until I get the bill which is over $400!!! That's a huge jump from $150 that I was told my service would come to.

So I call Charter. Not only do I not receive a bill from Charter until the 28th, when I open the bill it states that I have a past due amount! So I'm at a complete lost wondering how I incur a past due amount on my very FIRST bill from Charter???

My services were installed April 2nd or 3rd... but apparently my billing due date turned out to be the 10th of the month but of course I didn't receive a bill until the 28th of the month, so how was I supposed to know?

Anyway, that's neither here nor there.

I promptly call Charter only to be told that they bill a month in advance and that my I'm late on the payment. Let's keep in mind I haven't even had the service for a full month yet.

So I asked the woman, why wasn't I told upfront that I would be billed a month in advance? Also, my bill is supposed to be $150, so billing a month in advance shouldn't make the bill come to be over $400. Well, apparently I was charged $49.95 twice for tech having to come out and install new service; one charge for internet and cable and another charge for phone service.

OK. Now I am upset because I was told the installation would be free. And no, people, I don't have that in writing because it was done over the phone and a verbal agreement had been made which is just as valid as a written agreement - granted harder to prove but in a court of law still can be proven since all their calls are recorded.

But anyway.... so I argue with the Charter representative After some quick calculations, there's nearly $60 in charges that is unaccounted for. And no, that $60 is not from the taxes.

Anyway, regardless of my bill being over $400.... a $100 credit was supposed to have been applied to my account from a deposit I had made. So technically that should drop down the amount owed to being around $300.

I eventually ended getting a representative who actually knew what she was doing and she goes in and fixes everything for me. My second bill is like $80 something after all the credits and what not the very nice lady added for me.

Third bill.... right back at $400.....

So I call to cancel my service because I refuse to pay $400 for service. So I get another representative who offers my credits and promises to give me a $24 month guarantee under a contract, stating that Charter can't and won't change my bill under the contract no matter what.

He says pay $400... the next bill will be lower... and then it will level off. Mmmhmm... like I really have $400 to throw away.

Anyway, I decide to remove services to see if that would lower my bill. I was told I could sign up for free 30 day trial to their Epix movie channel and cancel anytime if I was not satisfied. OK. Fine. I tried it. Found that they showed mostly really old movies. After about two weeks, I cancelled only to be told that my "free" trial would be pro-rated on my next bill.

Really?

Apparently, this is seems like a common practice for Charter as I have spoken with many other Charter customers who have complaints about the bill. An acquaintance of mine that I ran into said she canceled Charter service because she too was sent a bill for $400 and all she had was internet service. My co-workers who have Charter all have similar stories.

Apparently, for people on bundled packages, it seems like many of them never get a bill for lower than $200.

I will admit all Charter services work great and they're really good at getting technical issues resolved quickly but their billing practices leave something to be desired.

In my opinion, if Charter wasn't screwing me over with the bill, I would have nothing but a glorified review of the company. The only reason I went with Charter in the first place is because I had cable at my old address from a different company called Bright House and I never, NEVER, had any problems with them. The bill with Bright House fluctuated at times but never that dramatically where I felt I needed to call customer service to get an understanding of how and why it happened.

Unfortunately, where I moved to, Bright House doesn't service the area. Charter does and its been a complete nightmare with the billing. I'm on a budget and by Charter not honoring what they said my bill would be really puts a strain on me financially.

Honestly, I would have been OK with Charter billing me a month in advance if they had been upfront about that from the beginning so I could have prepared to pay the bill. But I will definitely be cancelling my service, leaving my only other option for service being AT&T. And heaven knows I hate DSL but I really can't afford Charter service.

This is just a warning for anyone considering Charter Cable. Be prepared for your first bill to ridiculously higher than whatever you may have been be quoted and expect no help or sympathy from the billing representatives.
     
Read 2 RepliesAdd reply

User Replies:

Umatter2Charter on 2011-08-01:
Hello noodlepower,

My name is Joseph Wahl, and I am a Communications Specialist with Charter. I'm very sorry to hear about the issues that you are having with the bill. I would be happy to look into this with you and make certain that all of your concerns are addressed. Please e-mail us at Umatter2Charter@chartercom.com with the name, address, and phone number on the account, as well as the best number to reach you. Also, please put "CharterJoseph : My3Cents noodlepower" in the subject line, so I can watch for the e-mail.

For additional information on the Charter Social Media team, please check us out at http://www.charter.com/Umatter2Charter

We look forward to helping you resolve your concerns.

Joseph Wahl
Communications Specialist - Charter
http://www.charter.com/Umatter2Charter
Umatter2Charter@chartercom.com
Carmen on 2014-03-08:
Everything you have stated above is EXACTLY what we are going through at this moment . Charter is ripping us off and their customer service has no idea how to handle or fix the problems. They only know what they see on their computer screens and go with that.
We left Dish because they were screwing us on the bill only to end up in even a worse situation.
Charter is going to go down in flames if they don't stop cheating the customers!!!!!
Close commentsAdd reply
Relief at last.
Posted by on
MISSOURI -- Charter's service, I must say was nearly perfect as far as good cable signals, few service outages, and price, that is until about three months ago when everything began to fall apart. First our cable was turned off a week before it was supposed to be and then after it was turned on at the new place the signal in one room was terrible.

I exchanged cable boxes, bought a new HD television and exchanged boxes again and called customer service more times than anyone should ever need to. Finally, a repairman came out to check the box and signal. He unhooked all of my equipment not just the cable box or TV and said that my personal DVR was causing the problem. Not true! Not only did he take a rude stance but he complained the whole time that he was in my bedroom, where the television was located, that his back hurt and he was going to get in trouble yet again for missing work to go to the chiropractor. First of all, how does that concern me or my cable signal? He asked to sit down and because I was, at this point, simply wanting to get him out of my home as fast as possible I said yes, so he could write up what he did and click through the channels to check the signal. After this he left and was supposed to check the line at the pole in front of my home. I watched him and he did walk out to the pole and look up but that was the extent of his attempt to be certain there wasn't a problem with that connection.

We had another problem with our signal and we called to report a problem and even though we did not schedule a repairman to come, because of the fear of the last guy returning, Charter sent the same man out again, unscheduled. I told him we did not schedule an appointment and told him to go goof off for whatever time he was supposed to be at my home, mostly because I wanted him to just go away and because he wasn't coming into my home again under any circumstances. Another occupant in the home reported this unprofessional behavior to Charter to which they apologized that we were unhappy...that really, didn't, make me feel any better.

Then we began having trouble with all of our cable boxes and took them in to the local office to switch them out, they did this without problem but we had one that couldn't be activated, this was when the real trouble began. About two weeks after this activation problem and repairman visit, it was a different man this time and he was very professional, we had a problem with Video On Demand. I rented a movie that didn't remain available in MY RENTALS for at least 24 hours. I tried to call it up in MY RENTALS and it was gone. No one, no one no matter how many times I asked could tell my why it disappeared but they wanted to send yet another repairman. This time I requested someone with lots of experience come out, they said they sent a supervisor. He came out couldn't really do much, because he too was baffled as to why the movie disappeared.

Next...our telephone stopped working. It dropped calls, so I called and they wanted to send another repairman out. OK, so this time they said they would send a supervisor out again. I told them I just had two different guys out in three weeks time but they were certain the problem must be in my house, or with my equipment. OK, so I scheduled the visit. On the Friday night before the week he was supposed to come...

my Internet stopped working. UGH! I called technical support because I've had to have the IP address reset a couple of times and that fixed the problem right away. I understand that all services can have outages...but this was getting ridiculous.

So, the tech representative wanted me to reset all my network settings on a brand new computer that was working fine only moments early, and no changes had been made to any setups, so I said no. She was rude to me and said she had been doing her job a long time and I informed her that I am tech savy so I know how to troubleshoot my own equipment! So, I ended up telling her that when the repairman came, he would check everything from inside to the pole!

He showed up and was very thorough. He checked the modem/router, the line to the computer, the signal strength of everything, the lines coming into the home, the line to the pole where he changed out a rusty connector, the box on the house that holds the split cables to our many rooms and even AT&T's phone box and phone lines for noise. He could find absolutely nothing wrong. So...

After he left everything worked fine for a few hours and then out went the Internet. I called and demanded a credit.

I called to ask about disconnecting all services and they promised me things that did make a difference and would have made it worth my while to put up with the problems until they could figure out what was causing them and fix them, but....

the girl who helped me and promised me things wasn't well trained enough to get the promotional codes into the system. She tried so hard and she was more upset and frustrated than I was by the end of the call. If she ever reads this, I still plan to name a heroine in a future novel after you!!!!!!!!!

She came back to me after trying to get a supervisor's help and said she didn't have any help and she was so sorry she couldn't do what she promised and asked if I simply wanted to disconnect everything...poor girl I think she may have quit her job! I said I understood how it was to be thrown into the fire and left to figure things out on my own and told her to note what we talked about and I could call and see if another agent could help me.

I did this and the man I spoke to next was the rudest person ever, he said he couldn't find any such notes, couldn't promise me anything close to what she did and basically didn't give me what he promised anyway. He promised to upgrade my Internet to the fastest speed free for a year...well I checked this and it never happened in fact my service went out two more times after our discussion.

I finally called back to see how long it would take to disconnect services and was granted by a supervisor to have the penalty dropped for breaking our contract because we had suffered so many problems.

We shall see if this turns out to be true.

My services are being disconnected and still while I was trying to schedule the disconnect they tried to get me to stay with promises I know from experience won't be kept.

It is sad because prior to the last month or so, our service wasn't that bad. The phone always worked, the cable was a little problematic but not too bad and the Internet was the best thing ever...it is too bad that their customer service department and tech department couldn't find the problem or do something to make up for all the problems.

But...relief at last. I switched to AT&T and DirecTV. I've heard bad things about DirecTV and the contract makes me nervous but if it doesn't...plan C will be put into place which includes Netflix, HuluPlus, CinemaNow, Amazon.com, or whatever rentals and purchasing means necessary to view the movies and shows I want.

I hope that the satellite and cable companies realize that the technical revolution is approaching when consumers will be bombarded with choices that no longer make their services necessary! I will be on the front lines signing up for better services and better pricing!
     
Read 9 RepliesAdd reply

User Replies:

Alain on 2011-01-16:
You have some very good information here and you did a very detailed and objective review. Thanks!
Bundled-Victim on 2011-01-17:
UPDATE!!!!!!!!!!!!!!!!!!!

I called on Friday 1/14 to have AT&T services connected...this included DSL, Phone and DirecTV. On Monday I realized I had forgotten to include the protection plan for the DirecTV and have a wiring thing taken off the AT&T phone bill portion...

When I called I found out the original install date had changed from what we had agreed to on Friday from 1/20 to 1/21...normally a one day difference wouldn't be a problem but I have web based college courses that begin on Thursday.

So, I tried to get the activation expedited...this was my second mistake, the first being calling AT&T in the first place.

I spent over two hours on the phone, spoke to 8 or 9 different agents, one of which was a manager and in the end cancelled my order for everything!

Now, maybe I am just so burned by Charter that I didn't give AT&T a chance...

OK, I decided after looking over my notes on all the conversation that no, I am not over reacting especially since two of the agents refused to give me their ID which is required by law!, then one of them transferred me to the disconnect department by accident, my calls were dropped three times and on one very SPECIAL occasion the agent transferred my call to a company not associated with AT&T at all!!!!!!!!!

Keller and Keller associates was very understanding when they received my misdirected calls twice! I wonder if they are a law firm, maybe I really did want to speak to them!

The short of it is...Charter Communications and AT&T have now left me without cable/television, Internet service and telephone as of 1/20/2011.

I will have to drop my online courses, do without television as we can't get any local channels in my area and not be able to call 911 in the case of emergency because we won't have phone service other than a cell phone which has always been and will always be problematic in their own right when 911 service is involved.

Thank you for nothing Charter Communications and AT&T.

I am not sure I have the strength or will power to try DirecTV or Dish Network on their own after the other two giants let me down.

If anyone has information on alternative services in the Cape Girardeau Missouri area I would love a phone number to call for help!!!
MRM on 2011-01-17:
"Bundled-Victim" there is still hope for you if you want to continue online courses. I would suggest to try Virgin Mobile's Broadband2Go. It is prepaid, no contracts involved. It'll costs you $40/month unlimited internet access.
MRM on 2011-01-17:
What are you waiting for?!?! Get your Virgin Mobile Broadband today at Best Buy or Radio Shack and continue on with your education! HOORAH!
Bundled-Victim on 2011-01-18:
Unfortunately, I don't do business with Best Buy or Radio Shack. I haven't for many years and I will never go back to either. Pretty much once I'm burned, I'm burned and I don't ever go back. I did at one time give Radio Shack another chance to provide acurate and efficient customer service but they failed. Best Buy put me into almost the same situation that Charter has left me in after misinforming me about a DSL/AT&T package that include rebates for a DSL modem/router. I wanted to go back to AT&T DSL because they made things right after Best Buy refused, so I assumed their service was still quality service with good customer service, but AT&T has changed in my opinion.

So, I am still without DSL, telephone and television beginning Thursday of this week. I'm just not sure what I am going to do.
MRM on 2011-01-18:
All you have to do is just go in the store and pick up the Virgin Mobile Broadband2Go. You don't need to ask for help at Best Buy or Radio Shack.
MRM on 2011-01-18:
Then after you have gotten the item, you'll need to activate Broadband2Go, add the $40 minute card, and you're on your way to continue your online education.
MRM on 2011-01-18:
Keep hope alive!
MRM on 2011-01-18:
Target also sells Virgin Mobile Broadband2Go. Get yours today and continue on with your online education!
Close commentsAdd reply
Charter Cable Dream or Nightmare?
Posted by on
HOMEWOOD, ALABAMA -- About 3 weeks ago, I called Charter and set up an appointment with them to get their phone, cable, and internet bundle installed in our home. They were to come between 10am and 12pm Monday morning.

By 1pm, there is not one. At 1pm Monday morning, (on my cell), I get an automated message telling me that the technician is running late (really? thanks for helping me figure that one out!) and will be at my house between 2p and 4p. Okay, my husband is off, we can wait. 3pm rolls around, no tech and another automated message.

I go to work and when I get back, I find out that the tech never came but they scheduled us an appointment between 8am and 10am Tuesday. Okay, no problem, I am off. 11am-no tech but an automated message saying the tech is running late. This happens all day until the tech shows up around 5pm.

At least the tech is here. But he doesn't have all of the proper equipment with him due to the setup of the house. We schedule another day and finally on that day by 6pm the cable and internet are installed but someone different has to install the phone.

We schedule an appointment for the phone to be installed. Same saga but it gets done. The tech leaves and we need to use the phone. It doesn't work. We call the number the tech gave us and he promises to come back out. He never does.

We call Charter and set up yet another appointment. The tech misses this appointment. I call Charter again and by this time, I have lost my patience. However, the lady on the other end puts up with my rant and sympathizes with me. Over my cell phone, she directs me as to what to do to get a dial tone. We find out that the tech had plugged something into the wrong port on our modem. At least we have a phone...

Only, it only works in the downstairs jack. Good thing it is a portable phone. Well, the very nice and very helpful lady on the phone sets up another appointment with a different technician to get the upstairs phone jack working.

This time, only one automated message saying that the tech is running late. He comes over around 1pm and leaves at 3pm with no results. It is too complicated, he will have to get his supervisor and a lead tech to come over. He tells me he put in the work order and his supervisor will call Monday (This is now two weeks after the cable and internet has been installed)to tell me what time he will be over. Perfect, my husband is off Monday.

No one shows up Monday. Tuesday, I call the number on the work order believing it is the tech's number. I explain the situation and find out the number is the supervisor's number. The supervisor tells me, he remembers being told about this(I guess he thought Tuesday was Monday?-it happens right?) and he will be over with his lead tech as soon as they are finished with the job they were on.

The techs show up after 5pm and leave around 7pm. The jack does not get fixed. The solution: "You have to buy a satellite phone".

Through this entire ordeal, the techs that we dealt with were very nice but the one person who made the whole ordeal better was the lady we spoke with on the phone who went above and beyond to assist us.

In the end, we do have phone, internet, and cable. It only took nearly 3 weeks to get the Charter bundle.
     
Read 5 RepliesAdd reply

User Replies:

momsey on 2011-04-15:
Ugh. That's terrible. Good review.
Anonymous on 2011-04-15:
That sounds like a big hassle Party Hero. You did a good job on this review. Thanks for sharing!
Umatter2Charter on 2011-04-21:
Hello partyhero,

My name is Seph Wahl, and I am a Communications Specialist with Charter. I'm very sorry to hear about the issues that you experienced during the installation of your Charter services. I would be happy to look into this with you and make certain that all of your concerns are addressed. Please e-mail us at Umatter2Charter@chartercom.com with the name, address, and phone number on the account, as well as the best number to reach you. Also, please put "CharterSeph: My3Cents" in the subject line, so I can watch for the e-mail.

For additional information on the Charter Social Media team, please check us out at http://www.charter.com/Umatter2Charter

We look forward to helping you resolve your concerns.

Seph Wahl
Communications Specialist - Charter
http://www.charter.com/Umatter2Charter
Umatter2Charter@chartercom.com
cat lady on 2011-06-06:
Hi I had gotten a letter from Charter that sounded great, but after reading the reviews, even some of the positive ones are negative, I've decided to spare myself the drama. I work from home and rely heavily on my ability to use my computer, phone, e-mail and fax in a consistent and reliable manor. The problems listed are too many and impossible for me to deal with. Thank you for your service. You have saved me from a lot of grief and pain. catlady
Ak on 2013-05-06:
Hi there
My husband is a technician for charter and telling the truth the way they do the scheduling for techs and how other techs are with each other is why everything gets screwed up my husbands route literally gets changed every hour and they initially give him equipment for his route when he starts for the day so when they flip flop his route he never has right equipment or enough equipment charter really needs to get their act together with how many techs there are and how many jobs they can handle in a timely manner
Close commentsAdd reply
StarStarEmpty StarEmpty StarEmpty Star
No Customer Service
Posted by on
Rating: 2/51
GEORGIA -- Last year, Charter came out with a digital box system for their system. I went down to the office and inquired about why we could not get certain channels. We were told that we were to RENT boxes to get a signal and that their techs had to come to my home and install these boxes. We had to make an appointment, we did.

Two contractors showed up smelling of alcohol, one heavier than the other. They put a large box on, the side of the house. Requested that this box not be installed. It was to prevent rain from making contact with the Cable. They grounded their system to the an insulated power company box. Ask what was wrong with the ground rod that was installed by them in 1981 that was 8 feet long? The installer said that was not an acceptable ground. He strung wires all over the side of the house. We have experience at wiring houses since I am an electrician. These gentlemen did some sloppy work that would not be acceptable in our profession. They left and come to find out we were not getting an HD signal of 1080, just a 480 DPI signal and one of the boxes did not even work at all. Still did not get all the channels that they advertised. Called Charter service department. I was told it would be at least 2 days before they could get back to me to make adjustments to the system.

We waited and in the mean time a fellow electrician went about removing the big box from the side of the house and reinstalling the ground wire to the ground rod. We ran the wire inside the house and made all connections inside the house and took pictures of the shoddy work that was done before by the techs. On Sunday one tech came by and found the problem and reset the box and found 'filters' on the pole at the street. he stated that the install techs should have found this problem and had corrected it at that time. Showed him the pictures of the shoddy work that the install techs did and how it was corrected by my electrician friend who installs computers and low voltage service. Told us that we had done a very professional job. Told this tech who works for Charter about the techs who came out to install the system and their 'condition'. he called his supervisor. We wound up taking one box back and told the office about this. They reduced our rate and thought it was a good thing and that would be our rate from now on.

We are retired well today a letter arrives saying that or rate was going up by $5. Went back into the sales office and ask why. It was not going up by $5 but by almost $20 per month. Was told that we had 125 channels, on demand movies, and music channels. If we want music we turn on the stereo. Do not have time to watch movies and do not watch the shopping networks or the Spanish channels. Wish we could get only the channels that we want and forget about the rest of them.

Charter wants us to bundle, no way and will not come off their price at all. So now we are looking for another service. Look forward taking their boxes back into the office and doing away with Charter.
     
Read 3 RepliesAdd reply

User Replies:

nikalseyn on 2014-02-24:
Keep the Charter internet if you have it. Cancel the cable television and go to streaming. We did last year after Charter informed us we needed a digital box at $5 per tv set plus a large increase in monthly fee. We bought a Roku box for $50 and use it to stream movies, tv shows, etc. from the internet to either my computer monitor or direct to the telly. Roku is simple to set up and you will neet a $50 or less router to transmit the WiFi if you do not have one. My wife is a movie nut and is thrilled at all the movies and tv shows she can watch now. And, we are not paying for all those stupid channels we never watched. Subscribe to Netflix streaming for $7.99 per month and Acorn for $30 per year and you will never miss Charter cable tv. The dirty secret nowadays is that you do not need to pay for cable tv. Streaming is the only way to go. Much cheaper, also. Ask around or do a search of the internet for how to stream, etc. Buy the Roku at Amazon and start off with the basic, $50 one. Good luck.
muskit85221 on 2014-03-01:
We got smarter and ditched Charter. Took the 2 boxes back to Charter. 'Why are you canceling our great service' asked the young lady. How much time do you have today? First price, then lack of customer service, will not work with customers.
'We can lower your rate and give you more channels if you stay with us' Too late tried to talk to you about lowering our costs. already have another service. Who do you have and how much do they charge? Too late to be asking those questions now. The only thing that Charter needs to know is that we have dropped your service and probably will not be back. Was with Charter for over 30 years. Had with not problem, until they started charging for boxes

If Charter has all that much money to buy Time Warner then they should have thought about their current customers and lowered rates to keep their customers.
There were about 15 customers with boxes turning them in and all were switching to another service for the same reasons that we were.
muskit85221 on 2014-03-14:
Charter came to our home today to offer us a 'New Deal" For only $84.95 a month you can have Charter cable in your home. Ask him to come to the back yard. There was a Direct TV dish on the roof out of sight. Told him that we were with Charter for over 33years. They have priced themselves out of the market and now pay far less with Direct TV. At that time Direct TV was installing a dish at my next door neighbors house. Told him to go next door and my neighbor will give you the boxes from his place. More are leaving Charter due to poor service and no customer service.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
THE WORST CABLE PROVIDER EVER!!
Posted by on
Rating: 1/51
FORT WORTH, TEXAS -- Charter is the only available cable option at my address. They are ridiculously priced as I am a single student that has basic cable with only hd/DVR added and basic internet and pay well over $100 per month. The installation took 3 hours and it has been trouble for the past 7 months. internet is constantly out and when I called repeatedly after they tried to tell me it was the router of mine, they finally on the 4th service call in 2 days sent someone after I agreed to purchase yet another service from them by renting their own router because I was so sick of having them tell me that their poor service was my fault. So, the service call shows up literally 2 hours late after I waited at home for an entire 3 hour window only to have him call 15 minutes before the deadline and announce he was running late. so 5 hours of waiting later, He showed up and told me that he waS out of cable boxes and the modem that I was purchasing and he instructed me to call back and reschedule the appointment and inform them of his dilemma. I waited 5 hours and he didn't have either of the things that Charter promised.

I still have yet to receive a new cable box because my repeatedly blacks out for a few seconds. By repeatedly, I mean like about 4 times in a one hour show. It also rarely makes it all the way through a recorded show so I miss many of the recorded shows that I am paying them to record.

Charter is CONSTANTLY "working" on the lines which leaves the internet and cable down from midnight until 6am. They are completely unapologetic and almost seem to treat me as if they know that they are the only cable option at my address. I would pay any other company much more money if only I could get away from this cable company. I have literally cried on the phone with them multiple times. It is so frustrating to constantly have problems when I have no one to help me deal with such rude customer service. I would advise that if you have any other option that you avoid them at all cost. I hope this warning helps someone else avoid the discouragement that they have been to me.
     
Read 1 RepliesAdd reply

User Replies:

Alain on 2012-03-21:
You're certainly not alone. Charter has been the source of a lot of frustration judging from the reviews here and at other sites. You might take a moment to file complaints at https://www.oag.state.tx.us/consumer/complain.shtml http://www.fcc.gov/complaints and http://www.ftc.gov/bcp/index.shtml and then send an e-mail to umatter2charter@charter.com If nothing else, it will add to the number of official complaints about Charter and possibly, at some point in the future, someone may at least encourage them to serve their customers better.
Close commentsAdd reply
Poor Quality and Service
Posted by on
BOONE, NORTH CAROLINA -- Charter installed a "temporary" line that ran from my backyard that lies on the ground, across my neighbor's driveway, and eventually to a pole. The line is not of high quality and I'm told that they cannot install the permanent one until the "subcontractors" have the time to do it and that it was beyond their control. It was originally installed in November 2010 and they said it would not be done until probably late Spring of 2011. In the mean time my LCD TV gets horrible resolution and the internet keeps bumping me off. I've had three workers come over and tell me three different things, and when they leave, I still have the same problem. I keep calling the office and they keep telling me that the person coming over will bury the line and replace it. The workers that come say that it is not their responsibility, but that of subcontractors who set their own time. The last worker said that the cable box was outdated and that I should go in and replace it since he did not have one in the truck. He said it might help a little in the mean time. Why did they put one of the old ones in the first place? Each guy criticizes the previous guy, but they do not solve the problem either. I asked the last guy if all this was going to go on record, and he said there was not enough room in his "device" to enter everything.

The second guy also criticized the first for installing too many splitters. Well, when he left, the problem was the same. I am cancelling the service ASAP and would not recommend them to anyone. In this company, the left hand does not know what the right hand is doing. Also, after all this, I get another call from someone who has no clue what's going on trying to sell me upgrades to more Charter services.
     
Read 5 RepliesAdd reply

User Replies:

Anonymous on 2011-02-10:
Signs of poor customer service is putting down or degrading the previous tech, instead of just being confident enough to have your own actions let them speak for themselves. Badmouthing others to make yourself look good, only makes you look worse. I'd move on from them ASAP. You've given them ample time to resolve the situation.
Umatter2Charter on 2011-02-12:
Hello goodhike,

My name is Seph Wahl, and I am a Communications Specialist with Charter. I'm very sorry to hear about the issues that you are having with the video service and the drop that leads to the house. I would be happy to look into this with you and make certain that all of your concerns are addressed. Please e-mail us at Umatter2Charter@chartercom.com with the name, address, and phone number on the account, as well as the best number to reach you. Also, please put "CharterSeph: My3Cents" in the subject line, so I can watch for the e-mail.

We look forward to helping you resolve your concerns.

Seph Wahl
Communications Specialist - Charter
http://www.charter.com/Umatter2Charter
Umatter2Charter@chartercom.com
allycat on 2011-04-29:
Could not agree more. Charter SUCKS!!!
partyhero on 2011-04-29:
Ha, Charter called me the other day trying to sell more services after not getting the first services installed on time or correctly. I said "you can't get the services I have right, no thanks." And I hung up.
Amanda on 2013-05-06:
Hi I'm a charter technician and everyone of us has been trained to install differently but yes he should t had put so many splitters in all we are supposed to do is submit a drop bury request we have no control when the time is set for them to do it and as far as equipment ill be honest charter reuses equipment that has been turned in I don't agree with it I just install what they give me Sorry you had such a bad experience with us
Close commentsAdd reply
A Joke Of A Company
Posted by on
RENO, NEVADA -- Please Read This Before Subscribing!

Sit down, read this, we are a retired couple, and she is on oxygen all day, for breathing, we need steady phone service for calling her Doctor, and for an Ambulance, if needed.


1. I joined Charter Cable, as a customer in March of this year, 2008. 1st day, the installation guy knocked on a shack hooked to the side of my house, when no one answered, he left, I had to wait 2 more weeks for my installation.

(Hot water heater add on, to the home, the home is very old, and you can tell it isn't part of the house itself, but Oh Well)

2. my charter phone kept disconnecting, and about 3 times a day, it wouldn't give me a dial tone for 1 to 2 hours. I called in when I started up again, and was told for the first month, that they was working in the area. well, after 6 weeks like this, , they finally send a repair guy, he check the signal, said it was very strong signal, and leaves. the phone keeps disconnecting, and not working, about 4 to 8 hours a day, I didn't get a dial tone, but they still want full amount stated on bill to pay? well, they send a second repair man, he too, said we had a strong signal, and leaves. (why don't they ever dig deeper,and find the problem, we cannot go without a phone, when she has an oxygen machine to breathe, medical necessity) WELL, finally, the third repairman shows up, after 7 weeks of DAILY phone in complaints, and he hooks a laptop computer to the line, the problem was the out going signal, we HAVE THE PHONE SERVICE AND CABLE TV, and internet running through Co-Ax cable, instead of fiber optic. it was too much for the line, without "amplifiers" in the line. it was still a medical emergency problem, they was leaving a disabled person without a phone line for 7 or 8 weeks already. well, they had to shut off a whole city block to work on it. it took 1 more week to work all the bugs out, but we finally got full service after about 2 months of complaints.

THEN!! (worst yet, please read)

3. in may, we call in our payment, and then 12 hours later, our cable/phone/internet isn't working. we call in, they say "I'm sorry, they didn't post payment to your account" and He said he will post it now, and turn it all on, then we look at the bank records, they debited our account two times that same day! THEY STOLE $160 FROM OUR ACCOUNT without getting our OK to bill us twice in same day. they broke federal banking law, and dabited our account without our permission.

WELL,after talking to their billing Dept. they tell us, it will be returned in 8 to 10 days. (this was may, today is July 2nd, no returned money yet) I just called them for the 10th time about this, I got all my notes right here, now I am told I will have it by July 11th, that I was misinformed, it takes up to 6 weeks to get my return.

THIS don't add up, they billed my credit card. they STOLE 25% of my income for the month by "mistake". the fact it takes 6 weeks to "refund" it is asinine. I used to own a restaurant, if I accidentally over debited a credit card, I can issue a refund right then, why does Charter Cable take 6 weeks? and if it was a credit card charge, why send me a check to refund, not reverse the charge? who is responsible for the interest accrued? at 17.9% yearly, it is close to $8 for 2 months with $160 they stole anyway. is it too much to ask for them to pay the extra costs accrued due to their mistake?


WELL, in my 10 years of AT&T phone, I never called them with problems as many times as I called CHARTER in this 4 months. if I can save 1 person from the headaches I went through, by stopping them from going Charter Cable, I will sleep better knowing I helped 1 person at least. If the other service available wasn't worse in service, I would leave. but there is only 1 other option for me, and Dish TV don't always work in snow storms, and I need cable TV when I get snowed in more than any other day. BUT I did turn my phone, and internet over to AT&T, for 10 years, I called them with service complaints about 5 times, I called CHARTER that many times, in 1 week. and it took 8 weeks like that to get it fixed. NOW, I am pressing federal charges on CHARTER tomorrow, for back draft theft. hope they can explain to a judge why they took 25% of my disability check for the month, and didn't return it for 2 months.
     
Read 0 RepliesAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
They Lie About Their Plans; Your Bill Will Be Higher!
Posted by on
Rating: 1/51
RANCHO CUCAMONGA, CALIFORNIA -- Don't believe this company! Whatever program they sign you up for, the cost will ALWAYS be higher! This has happened every time I listen to their FALSE pitch about changing tiers and plans. They always say the bill will be less and I'll get more. NEVER HAPPENS!

They said my bill would go down $20 a month. Instead, my bill the following month was almost $300, and the rest of the bills until last month were the same as before! Then today I notice the monthly bill was up another $20, now almost $200 a month for 2 TV's! I called and they insist I ordered a new package last month. I DIDN'T and they won't refund the money! I spoke with 4 supervisors. The service is AWFUL. It was out 3 times last month.

The sales and billing people are LIARS and you will find your bill climbing every few months so that it will never be predictable and will always be higher. DON'T GO WITH CHARTER! No wonder they are rated the 6th most hated company in America!!
     
Read 0 RepliesAdd reply
StarStarEmpty StarEmpty StarEmpty Star
Charter Is Blackmailing Us Into HD Settop Box
Posted by on
Rating: 2/51
SANFORD, NORTH CAROLINA -- The deadline notice came in the mail again yesterday... February 11th and we lose all video services if we don't upgrade our cable box.
We have chosen to only use "The Basic" package due to cost and really no need for HD since all we watch is the news and a few series.
We have one basic cable box on the main TV and just a direct cable to the small TV in the kitchen.
We are now being forced to order and use a HD box on each TV or go blackout on February 11th - I feel blackmailed into this. The ugly part of this is that while the first year use of these boxes is free for one year then you will be charged a monthly fee there after. One hell of a sneaky way to implement a major price increase isn't it?
Charters reasoning of going all Digital is to give us all "free" improvements such as HD channels, more channels, more phone features, and later will double the internet speed for "free". What a farce for people who only use the basic channel lineup and no phone service!
Are these people exempt from a class action lawsuit?
Do they think we are stupid?
Around here they have the market cornered and are the only game in town so yes I consider this blackmail and think the consumer needs to be protected from these tactics.
What to do is the question?
Drop the service or band together and stop them are the only options I see... your thoughts please.
     
Read 4 RepliesAdd reply

User Replies:

kevin8985 on 2014-01-24:
Looks like we can't take any action except pay or drop their service... this was approved by the FCC last spring.
jonthethird on 2014-01-25:
Without knowing your system, it appears they are going completely digital. As the digital signals are encrypted, you will need a box to continue viewing.

Digital allows more channels on the existing bandwidth, cleaner video, as well as HD. Ask if they have NON HD versions available: most systems do.
FoDaddy19 on 2014-01-28:
You answered your own question, there's not much you can do other than drop the service or pay. Which is how it is with any business or product. Comcast has a monopoly in my area, so I know where you're coming from. I'm paying $200 per month for cable/internet/phone. Just five miles down the road, Comcast has stiff competition from Verizon, and they charge about 20-30% less for the same services in that country as they do where I live.
Shaun on 2014-01-28:
With respect, I don't see how this is blackmail. You could cancel their service, receiving a signal via amplified antenna. Digital signals being broadcast are fantastic now. Or you could consider Direct TV or Dish Network.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Complete Disregard for Utility Easements
Posted by on
Rating: 1/51
SAINT LOUIS, MISSOURI -- I am not a Charter Customer, but I still have to deal with their rude and disrespectful technicians. My neighbor was having a new cable installed. Fortunately, I was home the day they came to install the cable. I first noticed some guy, wandering around in MY yard-had no idea who he was. Then I saw him lay down the cable in the MIDDLE of MY YARD, now this is some 30' feet from the utility easement that runs along the edge of the property. When I told the guy, he needs to move the cable to the property line because that's where the easement is, he told me, "I can do anything I want." I told him it doesn't work that way, he needs to move it. He told me that is not going to happen.

Needless to say, I don't back down-finally my neighbor came out and told him to move it to the back of the property line. Since the technician is now upset, he drags his cable through the flower beds.

Thanks Charter for hiring individuals that have a complete disregard for an individual's property rights!!!!
     
Read 4 RepliesAdd reply

User Replies:

Terry on 2013-09-28:
Call the Police, that's vandalism. Also Charter and lodge a complaint. Good luck!
Weedwhacked on 2013-09-28:
I would have called the police.
nikalseyn on 2013-09-29:
The guy many not have been a real Charter employee, but an employee of a company hired by Charter to install the cable. Your first response should have been to call Charter and tell them you have someone purporting to be from Charter trespassing and in the process of destroying your property. Any "guff" from the guy and the police should have been called. At this point, you and your neighbor should complain to Charter about the guy. They need to know.
muskit85221 on 2014-03-02:
Do not bother calling Charter, they sent 2 who smelled of alcohol to my home. Sent them packing.
Close commentsAdd reply
Top of Page | Next Page >