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31 Reviews & Complaints

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THE WORST CABLE PROVIDER EVER!!
Posted by Lktrent87 on 03/21/2012
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.

     
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Posted by 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.
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Nothing Has Worked Right
Posted by Jbragg2979 on 03/12/2012
COLUMBIA, TENNESSEE -- I had Charter Internet and cable service installed one week ago, Monday March 5th. The technician had gotten my daughter's laptop connected, and told me the password to connect mine. I couldn't get my computer connected so I called customer service and the lady couldn't get me connected and also lost my daughters connection. The tech had to come back out that same night. Then when I went to watch television on my digital cable box, I found that I was only getting 4 local channels. So I spent another night talking with Charter to fix the problem. Then when I went to use my DVR, it would not record. All 4 times I contacted Charter they would just ask if my DVR was full... they couldn't grasp the concept that it has not recorded anything at all... it is completely empty. They offered to send out another tech after I threatened to cancel the service, but I was told they don't work after 5 when they came back after 5 last week. I have never in my life seen such shoddy work by so called professionals. It should have been a standard installation... nothing special, just wireless Internet and a cable box. I am supposed to have a tech here tomorrow and if another issue comes up I will be looking into my other options. This is crazy! If I could give them 0 stars I would.
     
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Posted by old fart on 2012-03-12:
The only problem I've ever had with charter are rate increases and I manage to plead senior poverty and get my rate reduced...
Posted by Ak on 2013-05-06:
Hi my husband works for charter and yes he works sometimes til midnight As long as the Job gets done. We don't have charter because we know about the equipment they use refurbished equipment ppl have turned in and they get thrown around the same with Internet modems I wouldn't recommend charter either
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Good service from Charter--renewal
Posted by Old fart on 09/28/2011
SAGINAW, MICHIGAN -- I have had Charter for many years. The rates where reasonable and the increases I got were no problem but the one I got today was absolutely NUTS.
My Rate increase went from $128 to $175 peer month, I had been paying $128/month.
Naturally I high tailed it down to the local office and asked why.
The young lady did me the favor of accepting my reason of being a senior citizen and finally found me a 2 year package for $136, which I happily accepted. The total increase was $8 bucks.
I can live with that.
The counter lady was VERY helpful and courteous.
     
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Posted by Venice09 on 2011-09-28:
Wow, you must have really charmed her, OF. Maybe I'll try that. How old is a senior citizen?
Posted by old fart on 2011-09-28:
In my case, seventy one. I'm a real smoothy when it comes to the ladies. I even spit my tobacco out before i approached her, works like a charm!
Posted by Venice09 on 2011-09-28:
Apparently!.. haha
Posted by Alain on 2011-09-29:
Usually I see Charter complaints, but since they treated you properly, OF, they certainly deserve a compliment. Glad they respected you and nice review! (give Matilda a pet from me, too!)
Posted by trmn8r on 2011-09-29:
Of course the young lady helped you out. That's what charm does. It can do more than that, too.

Good review for the CSR, but I'm not impressed by what Charter attempted to do to you.
Posted by Umatter2Charter on 2011-09-29:
Good evening,

We understand costs are important these days and no one likes to see their bill go up. It’s wonderful to see that your local office was able to take good care of you and keep your costs low. When an agent goes above and beyond to assist a customer, we like to reward them and encourage all of our agents to demonstrate that kind of behavior. Please send us an email here: Umatter2Charter@chartercom.com with your name, address, and phone number as well as the location of the office you visited. Also, please include "CharterAbby - My3Cents - Old Fart" in the subject like so that we can keep an eye out for your email. We would love to submit your feedback and if you ever need some help with your price and/or services you are welcome to contact us at that email address.

For more info on Charter’s Social Media Team see our webpage: http://www.charter.com/Umatter2Charter

Thank you,

Abby Catron
Senior Social Media Specialist – Charter
Umatter2Charter@chartercom.com
http://www.charter.com/Umatter2Charter
Posted by trmn8r on 2011-09-29:
Yes, Abby, it is wonderful that this valued Charter customer was able to take the initiative to escape an involuntary 37% increase in his bill. Being discouraged by rising prices is one thing, feeling like someone is taking gross advantage of you in a captive relationship is quite another.

Perhaps you can submit this person's feedback to the department that sent out the whopping price hike, and they can change their procedures so it doesn't happen in the future.
Posted by old fart on 2011-09-30:
Trmn8r... Maybe my conversation with Abby will help to change that, especially for seniors on social security...There should be a special tiered price schedule for us Old Farts/
Posted by Old Timer on 2011-09-30:
OF, is this a 3-way bundle? Does it include HD?
Posted by old fart on 2011-09-30:
3 way bundle...No HD
Posted by Old Timer on 2011-09-30:
Not a bad price, too bad there is no HD. Sports and movies are outstanding in HD. Maybe they will re-wire your area soon for HD.
Posted by old fart on 2011-09-30:
I have HD in my area... I just don't subscribe to those channels.
Posted by Sharon Minton on 2013-08-29:
In July of 2013,a neighbor gave me an old,banged up heavy computer monitor and tower.I was so happy,since I couldn't afford one on my own.When my sister saw it,she helped me get a new laptop in August of 2012(I love my sister!).But then,my headaches began.In the last 2-3 weeks of August,I had Charter personnel coming out about twice a week.Each one promised to help me.I had a dilemma
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Marketing Terrorists
Posted by Cruiser1 on 08/12/2011
Charter Cable warned me, my bill would go higher unless I chose a higher internet speed. I believe the modem should go down in cost, and my bill would go down.
this type of marketing is very, very wrong. Being held captive by marketing terrorists is horrible. I see another bankruptcy in Charters future, this time to finish them off.

They should try being human to the public.

     
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Posted by Umatter2Charter on 2011-08-15:
Hello cruiser1,

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 pricing and billing statement. 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 cruiser1" 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
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Deceptive Billing Practices
Posted by Noodlepower on 07/31/2011
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.
     
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Posted by 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
Posted by 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!!!!!
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BAD Customer Service!
Posted by Maggie1234 on 07/06/2011
MADISON, WISCONSIN -- Due to a pending divorce I disconnected my cable on June 8th. I took the equipment with me because I had to move out of the area. I have been trying ever since to return their equipment: Twice they have told me that they mailed a return kit to me...which I never received; I have tried to return the equipment to two different Charter Cable offices and they refused to take it; they said a customer technician would pick up the box on 7/6 between 10a-1p and I am still sitting here waiting like I have nothing else to do in the world. When I called to complain today I was told that they don't guarantee time frames that I would have to wait all day. I gave them my new address twice and when I called a third time they still didn't have it right...I haven't received a final bill yet either, but I did get a nasty letter from them threatening legal action because I have not returned their equipment. Charter Cable is a horrible company to do business with and I will never use them again. I have been lied to so many times by their customer service reps that I no longer believe anything they say. I will be looking into satellite dishes!
     
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Posted by Abby Catron on 2011-07-07:
Hello Maggie1234,

My name is Abby Catron, and I am a Communications Specialist for Charter. I am disappointed to read of the trouble you have been having trying to get that equipment back to us. I would like to assist and offer my apology for the time you have spent seeking a resolution. Please send an e-mail to 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 "CharterAbby - My3Cents - Maggie1234" in the subject line so that I can keep an eye out for the e-mail.

Here's a link to the Charter Social Media Team website for your reference: http://www.charter.com/UMatter2Charter.

Looking forward resolving your concerns,

Abby Catron
Communications Specialist - Charter
Umatter2Charter@chartercom.com
http://www.charter.com/UMatter2Charter
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Charter - a waste of my time
Posted by Charter - waste of my time on 05/18/2011
I've had Charter Internet Service for 6 months and the service is out more than it is working. Very poor customer service. DO NOT USE unless you enjoy wasting your time and money. By the way, I had to write this in a hurry because my Internet service will be down again in about 2 minutes.
     
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Posted by Alain on 2011-05-19:
Since your Internet is presently unreliable, you can report this to the FCC via 888-225-5322 or at Federal Communications Commission, 445 12Th St., SW, Washington, DC 20554.
Posted by MarksMilitaria on 2011-05-19:
The problem just might on your end. Your computer/hook up/internal/modem signal blocked/etc.
Posted by Julieb615 on 2011-05-22:
Mark, Charter always tries to blame the users equipment.

After I insisted it was not my equipment, and various techs could not find anything wrong at my house, they sent a tech supervisor. He spent over an hour on MY computer running Charter diagnostics which showed it was a line issue and NOT at my house.

That was around Sept/Oct of last year. I am still trying to get the "line issue" fixed.

http://www.pingtest.net/result/40808334.png

http://www.pingtest.net/result/40809259.png

http://www.pingtest.net/result/40809298.png
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All around poor experience
Posted by Mjemjg on 05/09/2011
There were several issues with our Charter Service and we only had it for less than two months.

1. The high definition channels were constantly freezing or unavailable. I was starting to wonder why I was paying for something that was sporadic at best.
2. After I ordered digital cable, they called relentlessly asking if I wanted internet or phone. After more than 5 phone conversations explaining that we got free internet from the apartment complex, I had to ask they they remove me from their calling list and still I got one more phone call!
3. They turned off our service early. We were moving out of state and asked to end the service, which they did....a day early
4. Our apartment complex offered free regular cable for 6 months. When they ended our digital service (early) they also turned off our access to the free cable.

Overall this was the worst cable experience I've had and can't wait to get out of their service area.

     
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Charter Cable WILL rip you off
Posted by EllaMyBella on 04/01/2011
Charter Communications is the WORST cable provider in existence. Aside from the fact that they do not provide a quality product as neither the cable or internet ever work... I just learned that their billing office just "mistakenly" sent out 22,500 accounts to a collection company for balances already paid. They know of this grievous error and yet they still say in order to remedy the situation, I must pay the stated amount. They run their business like an organized crime ring and we the customers pay the price. Literally. If each customer pays only $200 on these bogus charges ($200 is MUCH less than they are suing us for), Charter stands to make an illegal $4,500,000.

CUSTOMERS BEWARE! We have not been contacted by Charter Communications, but by a collection agency, more than 2 years since we cancelled our service.

Not only do I want reimbursement now for the service I didn't receive, but I want to file a class action lawsuit against the company for damage to my credit!
     
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Surprising Good
Posted by Hightech on 03/20/2011
LOUISIANA -- Hard to believe, but I have been impressed with Charter. I subscribe to phone service with unlimited long distance and their express internet service. Internet service advertises up to 12Mbps, I constantly get between 15 and 21. Phone service comes with 10 calling features.

They charged $9.99 installation fee, gave me free modem with NO rental fee, and charge me $49.00 bundle price per month plus taxes, no contract and price locked for life.

Great deal!
     
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Posted by Alain on 2011-03-20:
If they did right by you, they deserve the compliment.
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