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Charter Rep still working after he attacks my dog??
Posted by Alzabella on 04/10/2011
MARYVILLE, ILLINOIS -- Let me start by saying that I hate Charter! I haven't had their service in 2 years. A representative came out to my neighbors house to shut their service off. The representative was parked behind my home in our back alley. My small 15 pound dog was in the back yard. She was barking at him. I don't know what happened to this guy, but he is at the edge of my yard (even tho he is supposed to be next door) But he starts kicking and stomping on my dog!! He said he was afraid of the dog. She had just giving birth the day before. I went out there to get him to stop having his baby fit, I asked him his name and he wouldn't tell me at first. Finally I asked for his name again, and he takes his badge off and throws it at me and starts screaming at me calling me crazy, and that I need to get back into my house. I called Charter to report him, they told me the tech is employed from a sub-contractor and that I would have to call them. First of all, Charter employs them, but you have to try to fix the problem yourself?? I called and made an "official complaint" with Charter and the contracted Co. They said someone would be getting back to me really soon. That they can't believe he assulted my dog the way he did. Three days later I'm riding thru town and who do I see? The same tech in the same van working. No one from Charter EVER called back or the contracted comany! Charter is a horrible rip- off of a company who employs abusive techs. [snip] is the tech. working in Granite City, IL.

Be very careful dealing with this guy, I think he is very dangerous. Since Charter will not warn you about their abusive techs, I will!

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Posted by jktshff1 on 2011-04-10:
two questions.
1. Is your yard fenced and was the dog inside the fence at the time.
2. If #1 is no, was the dog on a leash or chain that the length did not allow it to go past the property line?
A 15 lb. dog can still bite.
Posted by alzabella on 2011-04-10:
My dog was on a leash that stretches to the end of our yard. No farther. The tech was in MY yard in front of MY house to deal with the neigbors service. The man stepped forward at my dog to kick her and repeatedly stomp on her. I guess he was trying to get her before she got him. But she was on a chain. I am aware that 15 pound dogs bite. But mine did not. She was to busy trying to get out from under a size 12 steal toe work boot. Not to mention the tech assulted me when he thru his ID at me and hit me with it.
Posted by Sparticus on 2011-04-10:
I think I would have assaulted the tech. If you don't hear from them, try getting someone at corporate. There is no excuse for not following up with you.
Posted by Anonymous on 2011-04-10:
I would call the police if someone did that to my dog, and acted this way. You might want to try that.
Posted by Venice09 on 2011-04-10:
I too would have called the police. Also, I'd be careful if I were you. If this guy is still working in your area and knows that you reported him, he sounds like the type that might want to retaliate. I hope your dog is okay.
Posted by Anonymous on 2011-04-10:
Venice is right, and you never know. This is a tough position to be in, since he knows where you live. This is why you should report it to the police, just in case something were to happen.

We had some guys come into our backyard to go fishing. It's private property. They were throwing their trash and cigarette butts on our lawn. My husband asked them nicely to leave, and they said they were going to kill our dog. Since they were that ugly, and knew where we lived, it took weeks before I was comfortable.

When you have an altercation like this when the other party knows where you live, it is always a good idea to report it. You never know what people are capable of.
Posted by alzabella on 2011-04-10:
Venice09-That is exactly my worry. He knows where I live. And this guy was seriously not right! He blew up and charged at me the minute I caught him assaulting my dog. I did make a police report that day.
Posted by madconsumer on 2011-04-10:
i would like to hear the service techs side.

i was bitten by a small dog and was left with a couple of stitches and a nice scar on my leg.

correct, the service tech should have called the police and had the dog picked up, and filed a charge against the homeowner.
Posted by Anonymous on 2011-04-10:
As someone with scars on my leg from being attacked by a dog smaller that 15 pounds I would like to hear both sides. They contractor can lark anywhere he wants on a public road. He may of had to access your property via the public easement to the utility pole to turn off your neighbors service. It is up to the pet owner at all times to have control over thief animals at all times. The contractor had a legal right to be on your property to which you failed to control your animal.
Posted by Venice09 on 2011-04-10:
Madconsumer, the tech shouldn't have been anywhere near the dog. You know some people do enjoy abusing animals. Maybe the barking annoyed him and he took it out on the dog.

Alzabella, reporting it to corporate and filing a police report is really all you can do. Well, that and keep your eyes open. Maybe there will be other complaints, and the company or the police will be forced to do something about it. Hopefully, this tech will get fired and be out of your area in the near future.
Posted by Venice09 on 2011-04-10:
Throwback, how can you say the contractor had a legal right to be on the OP's property? You don't know that. If the dog was chained, why didn't he just back away?
Posted by momsey on 2011-04-10:
Madconsumer...had the dog picked up for what? Barking???

Throwback...aren't you making a big assumption that the guy had a legal right to be on the OP's property?

A 15 lb dog of course can bite. A 15 lb dog on a leash can only bite whatever comes close enough to it. So I don't see a scenario where the tech was in the right.
Posted by Venice09 on 2011-04-10:
Madconsumer and throwback were bitten by dogs. I get that. But they shouldn't let that cloud their judgment or make assumptions in this case.
Posted by Anonymous on 2011-04-10:
I'll preface this by admitting that I HATE dogs. I can't stand their nasty little furry behinds. That said, they do not deserve to be abused. If he felt your dog was a threat, he should have been moving very quickly in any direction away from your dog. It was on a leash and that would have solved his problem. Unless the dog had teeth in him, he had no right to stand there and kick it. He should have been HAPPY to see you so you could move the dog away from the area he was working. Folks that abuse animals are a very special twisted group of people. What a moron!
Posted by Anonymous on 2011-04-10:
madconsumer and throwback +100
Posted by Anonymous on 2011-04-10:
If the utiliies run thru that back of the houses then all utilities employees and contractor have a legal right to enter your property anytime on the easement to perform service work. That's the fact Jack!
Posted by Venice09 on 2011-04-10:
Throwback, are you saying there is no way the tech could have avoided the dog?
Posted by momsey on 2011-04-10:
That's a big if, throwback. And if that was the case, there are clearly better ways to deal with such a situation.

By the way, I was bitten by a medium sized dog when I was 12. My husband was bitten by a big dog when he was a kid that resulted in stitches and a big nasty scar on his arm. Both of us love dogs and would never stomp on a dog.
Posted by Anonymous on 2011-04-10:
Common sense dictates he should have knocked on your door and asked you to move the dog if it was an issue for him, or asked the neighbor to do so.
Posted by idontthinkso on 2011-04-10:
As a Service tech, I have seen and dealt with aggressive animals. As a Dog owner, and having known someone with an animal with SERIOUS aggressive tendencies, I know both sides of the issue. The simple fact is, without eyewitness accounts, this is all hearsay.

From the account given:
A)The dog was loudly protecting it's territory (Allowed unless a neighbor complains about excessive noise)
B)The Subcontractor was Trespassing (He might have had to work on a pole bordering/inside your property. He must obtain permission to even be in your airspace.)
C)You should have called the Police. (If you allow other people to make their judgments as they see fit, you have no leverage.)
D)Lawyer up. (Subcontractors limit liability and responsibility. They do not eliminate it. A threat of a lawsuit may very well get more results.)
Posted by alzabella on 2011-04-10:
First of all, we have an alley that runs down the back. The pole is in the alley next door. So the tech had no reason to be in my yard. All utility poles, boxes ect......are in the alley. I heard my dog barking out back and went to check, the man was walking toward my dog kicking at her. (she was barking as she was backing up) I then went out to ask him what in the world he thought he was doing, as I did he then stomped down on her several times. I walked up to my dog and gave her to my kids (who witnessed him pounding their dog)AFTER the dog was inside, I asked him his name and he ignored me and started up his ladder. (In the alley) I asked him his name again, he flew off the steps of the ladder, jerked off his ID from around his neck and threw it at me hitting me in the neck with it. He started screaming his name at me and told me worked for f***ing Charter. He screamed in my face to get my crazy ass back in the house. Yes, I can def see where they should have came and taken my dog and given the tech an award......Not!
Posted by Sparticus on 2011-04-10:
This guys has some serious anger management issues... probably related to why he abused your dog. He should not be working with people or animals.
Posted by trmn8r on 2011-04-10:
I was bitten by a 15 pound dog while standing 3 feet away from a heighbor's property just 3-1/2 weeks ago. $2400 bill, and I have a dandy of a scar. A 15 pound dog can do quite a bit of damage. A small dog can often be more agressive than a large one.

The dog didn't stop at its property line when I was attacked. I am wondering if the dog in this case did.

Many people have been attacked by dogs. I discovered this while walking my dog in public, and finding people freeze as she approached them. Several told me their horror stories. Now I have my own. This neighbor told me I should have kicked his dog instead of letting my hand get involved. I'm not advocating what was reported to have happened in this complaint, just saying what happened.
Posted by alzabella on 2011-04-10:
I understand. In your case the dog came off the property. In my case the tech came ON my property. Her chain doesnt even reach the alley he was in. Why would I let It?? So its not that the dog didnt stop at the property line, its that the tech came on my property to the dog.
Posted by Anonymous on 2011-04-10:
Oh, if I saw someone kicking and stomping on MY dog, I would have went out there and started kicking and stomping at the tech, calling the police, and pressing charges for animal cruelty and destruction of my property!
Posted by old fart on 2011-04-10:
In my youth I was a door to door milkman.... I have been bitten more times than I care to count.
The owners always said "he don't bite!
Many times I threatened to shoot the SOB'S..
Posted by raven2010 on 2011-04-10:
I, too, would have called the cops.

What did the vet say? A dog who had just given birth then been kicked and stomped on must have had astronomical vet bills
Posted by DebtorBasher on 2011-04-10:
It takes time for a company to investigate alligations when a complaint is made. It could in fact, take several weeks. Seeing him again, only three days after is too soon to determine that they weren't doing anything about it. Have you seen him since then? I know for a fact, they are not going to give any information on the outcome of any investigation.
Posted by Venice09 on 2011-04-11:
I was thinking that, too, DB. They can't just fire or discipline someone on the spot. It takes time to investigate. That's why I said if there are more complaints about this guy, something will have to be done about it sooner than later.
Posted by SteveWiginowski on 2011-04-11:
Did you take your dog to the vet to get him checked out? I don't know how big the man was who kicked and stomped on your dog, but since it was a 15 lb dog, I would think that there would be sort injuries to the dog. What did the vet say?
Posted by Umatter2Charter on 2011-04-11:

Hello alzabella,

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 tech and getting a call back from someone. 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
Posted by I Like Cookies 2 on 2011-04-11:
Attacking your dog was uncalled for. He should be fired and charges should be brought against him.
Posted by Anonymous on 2011-04-11:
I agree cookie. A report should be made to whatever agency is in charge of animal welfare in your city and state OP, as well being reported to the police. Have you done a follow up with Charter Communications corporate office?
Posted by jktshff1 on 2011-04-11:
Thanks for providing the additional information.
A call to the police would have be in order.
It still may be so a report is available.
Small claims for the damages.
Posted by jktshff1 on 2011-04-11:
Do what ript said also
Posted by Venice09 on 2011-04-12:
Jkt, she did file a police report the day it happened. Smart move.
Posted by alzabella on 2011-04-12:
I got in touch with the CEO of Charter. He was VERY polite and took the report himself. I will keep you posted on what happens next. Thanks for all your thoughts and advice:)
Posted by Anonymous on 2013-07-11:
I am a contractor for Charter and have to access our utilities frequently in backyard easement. Although sometimes we do knock on doors for permission into the backyards, it is not required. By law, we are allowed into any yard in which the cable even hangs over if it is aerial or runs through if it is underground. We have a three foot (assuming there are no yard obstacles) allowance on the property/ sometimes 5 feet if it is a pole line. After reading this comments, I am really wondering why you never mentioned your dogs injuries in detail, yet bashed the contactractor so much. If he stomped your dog repeatedly, what happened to the dog? Maybe some exaggerations? Why go into detail about everything except what prompted you to complain in the first place? Plus, why would he "assault you with his badge"? Those are $50 to replace. You could have easily held onto that as some evidence. Did you keep it or give it back?
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Should Call It The Charter Bungle
Posted by Gary5231 on 02/26/2011
ST LOUIS, MISSOURI -- I finally decided to join the 21st century and get high speed internet service. Since my prior internet provider did not have high speed internet service in my area, I decided to go with my cable TV provider, Charter Communications. After all, they had made a major campaign in recent years about how they have improved their service. When I called, Charter, of course. pushed their Charter Bundle-providing internet, phone and TV service for a supposedly discounted price. Figuring that, although my phone service was adequate, this would simplify my life and maybe save a little money, I agreed.

The first surprise was that Charter required two visits, one for the internet/TV service and one for the phone. I should have cancelled at that time, but didn't. The first appointment was for between 3:00 PM and 5:00 PM on Saturday. The service representative didn't arrive until about 6:00, but eventually got everything done.

The second Saturday(today), Charter was supposed to arrive between 10:00 AM and 12:00 Noon. Of course, the representative was late again. The first surprise was that they had to connect a phone jack to an internet cable. As many of these are on opposite sides of a doorway or opposite sides of a room where people could trip on the wire, it took awhile to find a relatively unused room to make the connection. After a long search, the installer found the telephone box in my basement, then informed me that my alarm system would have to be disconnected. It would require a third visit, this time from ADT, to reconnect the alarm. This would also result in an additional service charge from ADT. Enough was enough; I told the Charter Rep that I didn't want anything to do with Charter's phone service. It won't take much to convince me to dump these bozos from my TV and internet services.

The Charter Bungle wasted two Saturdays. Their reps showed up late both times, and the phone installation would have required major rewiring and deactivation of my alarm system, things of which I had not been previously informed. Dealing with Charter was a big mistake. Their service continues to be unacceptably poor. Stay away from them.
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Posted by Umatter2Charter on 2011-02-27:
Hello gary5231,

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 installations. 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
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We all know Charter is horrible - How do we change it and what's our alternative
Posted by Disgustedwithdell on 02/03/2010
ASHEVILLE, NORTH CAROLINA -- If you're here, it's because you know how horrible Charter is. I'm not telling anyone anything new and that's a major part of the problem.

I've had Charter's "services" for about one month now and it's bad. I walked into this knowingly. From onsite service technicians who are not knowledgeable in too many areas to telephone "assistance" that's beyond stupid, Charter is horrible.

Some of you may get an email from their service department offering help when you post a complaint on different forums. They're not helpful because once they've helped you once, you can forget about continued assistance from them.

Their cable service is aweful. When I change channels through their box, my TV screen drops momentarily to the "blue screen" then picks up the broadcast. I lose service an average of two times a week for hours. On Demand disappeared last weekend completely and I'm paying for it.

Their internet service is intermittent at best. We cannot connect to the internet several times a week and usually lose service for continuous hours on end. We went to a local pet supply store recently and THEY couldn't charge a purchase because THEIR Charter internet service was down. I was called by my husband and told to quickly check email (yesterday) because service was back and we knew it would go down quickly and it did.

The phone ... I'm lucky that I was only dropped once as I was placing an order. I have a cellphone and traced down the salesrep through Verizon Wireless because VZW doesn't drop calls.

Service - It's reprehensible. A woman had me change my television connection despite their software requirements and she was dead wrong. The foreign helpdesk told me to do a number of incorrect things to get my internet service back AFTER I told him what the problem was. His English was atrocious and he was stupid.

Charter employees do not communicate among departments. You may get several different answers depending on who you talk to. They correct each other, too.

I've also heard reliable horror stories from local people that back up everything I've seen from people on the web.

Verizon FiOS is not in my area yet or I would sign up for it.

I heard friends say Charter is rated poorly in a recent Consumer Reports (CR). I confirmed confirmed this and see it's the worst of all service providers in all areas mentioned.

What can we do ... drop it for what ... satellite - maybe. FiOS ... they're not everywhere yet.
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Posted by Anonymous on 2010-02-03:
My Father had Charter for a year or so.He hated the service.He has that Verizon Fios now and raves about it...Not sure if it is available in your area though
Posted by disgustedwithdell on 2010-02-03:
Hi, thanks but I called FIOS before getting Charter and it isn't here yet (I'm in north Asheville). FIOS had its share of problems when they first started up but now I hear nothing but high praise about them. Charter has no excuse for its slipshod work throughout the ill-begotten company.
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Charter lies
Posted by Amylynn15 on 10/08/2009
This company is full of liars. I was told by one person I could have a rate for 24 months, guaranteed. My next 3 bills were all different. I called them and after an hour they still could not honor what I was told before because they can't change the contract which is BS. So I'm going to call every day till I find someone that knows how to do their job. After the year that they told me they could give me(still not what I was told in July) I will be switching to another company. I do not recommend this company to my worst enemy.

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Posted by Anonymous on 2009-10-09:
Your bill will never be the exact same every month because your local, state, and federal 7 FCC taxes are not the same.
Posted by amylynn15 on 2009-10-10:
yes but when it is up and down when tax dont change then I begin to wonder.
Posted by Anonymous on 2009-10-10:
State sales tax doesn't change, but federal and FCC do.
Posted by amylynn15 on 2009-10-11:
again the tax at one point did not change. But my biggest complaint is that someone that works for charter said I was guaranteed a rate total of 127 for 2 years and when I checked my bill and called it was never applied so I called again and after an hour and a half they said they would put me on a 12 mo for a lower price (126 total) but when I called the very next day they again told me something different even though I just talked to them the day before. And I am so frustrated that I am getting nothing but lies from the supervisors/customer service reps that I have spoke to. And where I live I have no choice but having no TV and Internet is looking less stressful.
Posted by Skye on 2009-10-11:
Did you get anything in writing, that would guarantee this rate??

Just asking.
Posted by Anonymous on 2009-10-11:
I still don't get it. My base rate for my phone and internet is 38.99. My bill with taxes and surcharges caused by my lovely government makes my bill anywhere from $43-48 each month. BUT...my base rate never changs. I think the OP is expecting his total bill to be exactly the same every month. It won't be.
Posted by MRM on 2009-10-11:
Left Blank...
Posted by Skye on 2009-10-11:
I may the last person, standing, who refuses to get a cell phone.

I tell my husband, I will get a cell phone, when they come with a jetpack, and I can fly around the sky................
Posted by Umatter2Charter on 2009-10-20:
Good afternoon, My name is George and I'm a social media representative for Charter. We'd be more than happy to discuss your bill with you and answer any questions you may have. Please email us at umatter2charter@chartercom.com attn George/My3cents.com.
Posted by Ponie on 2009-10-20:
I may be mistaken but isn't Charter a cable company? If so, when did cable companies start issuing contracts? I know they do for businesses, but I'm presuming this is a residential account. Why did you feel the need to contact them just a day after a previous conversation? If you're so unhappy with them, just quit. If there's no contract involved, you won't be subject to an ETF.
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Held Hostage by Charter Communications
Posted by Salem1 on 12/03/2007
NEWTOWN, CALIFORNIA -- Charter Communications offers the only cable television network in Newtown Ct. May of this year I had trouble with my connection. I experienced interrupted services and problems with on demand on a regular basis. I contacted the company. Unfortunately, before you are able speak with a live person to schedule an appointment, you have to spend in excess of 1/2 hour receiving instruction from an automated service.

Finally I was able to get a scheduled appointment to check the problem. The first tech. checked all the wiring in the house but could not locate a problem, the second tried to rewire the cable inside the house. HE SPENT OVER 6 HOURS AT MY HOME AND ACTUALLY MISTAKENLY DRILLED HOLES I'M MY HARD WOOD FLOOR APPROXIMATELY 50 FEET FROM WHERE THEY SHOULD HAVE BEEN DRILLED. IT WAS IN IN ANOTHER ROOM. After this I received promises from the area manager that expert techs would get on the problem and resolve it asap. They did not follow up and I had yet another tech. come to my home. He discovered that it was my underground cable and he would get someone out right away to lay new cable. He rigged a temporary fix, which is exposed on the outside of the house so I could at least get television service.

After several complaints they told me no one was schedule and they had had problems and delays with their contractors. In Sept. they rescheduled a new contractor who visited the house, measure the cable line and put in a couple of red flags. He told me he would be out to install the cable in a couple of weeks. Needless to say he never came. I called again this week to find out what happened, only to be told THEY ARE NOW ON THEIR WINTER HIATUS AND POLICY DICTATES THAT THEY WILL NOT DO ANY INSTALLATIONS UNTIL THE SPRING AND THEY ARE REQUIRED TO HAVE IN IN BY JUNE 1ST OF 2008. (In the meantime they keep contacting me to switch my phone service to them, ha,ha,ha.)

BIG PROBLEM NUMBER 2: Because limited service is better than no service I am forced to make the full payment and then contact them after the fact to request a credit because I am not able to use the services. In other words, they are forcing me to pay in advance for services I don't have.




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Posted by KBay4u on 2007-12-11:
To help with your problem you can contact the corporate office in St. Louis 1-314-965-0555. I hope maybe this will help and good luck. Sorry to here of your problems. Go get em.
Posted by swake457 on 2007-12-31:
Salem1 - I live in Newtown CT too and have Charter. Overall their product and services are *very* poor at best. I haven't gone through a nightmare like you have, but have had numerous run-ins with customer service. They charge more than the other area providers, but their offering lags far, far behind. Especially in HD and broadband offerings. It's been nearly FIVE YEARS and they STILL don't offer the ABC-HD channel. No doubt it's a political mashup between two CEO's that don't like each other at this point I'm sure. Now that AT&T has been official approved by the state to offer video service I'll switch as soon as it's available - cheaper and more offerings! I hear customer service is much better compared to Charter.

You might consider attending the Cable Advisory Board meetings that are held several times per year at the Charter office here in town and voice your opinion there. This is a state-mandated meeting between Charter and the public. You can ask questions, complain, or just listen in. Also you can complain to the state DPUC directly, filing a formal complaint with them.

Posted by cranapple on 2008-03-11:
I feel your pain! How this company stays in business is beyond me! Probably because they are doing so many others the same way they are doing me and you! Charging for services you aren't getting!
Posted by Mike on 2013-11-05:
This is the same thing I went through two years ago with them, and starting to go through again. I had to call weekly to get payment adjustments for six months, and it only stopped because I moved, canceling the service. I just googled "held hostage by charter" and there are SO MANY having the same issue. I'd like to see some kind of class action law suit against Charter.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Dishonest Company
Posted by Dan188 on 01/13/2013
SPENCER, WISCONSIN -- I would like to know how many Charter customers had contracts that Charter has fail to keep. I had their TV, Phone and Internet service. They raised my rates after the first year of a two year agreement. I called and complained and the Lady I talked to hooked me up with another two year deal at a better rate. When I talked to her I was very clear about this agreement and that it was for two years with no rate increases.

After the first year my rates went up again and I call for an explanation. I was told and I quote I know what your problem is your contract year is up and the prices increased, I have had a lot of calls on this. I was not happy but the people I talked to told me that is my agreement and we have it on file. I have asked twice for a copy of the contract agreement and they have failed to send me one after telling me it will be in the mail. I cancelled my services and was told I would see a service tech to disconnect my service on Jan 8th it is know January 12Th and I am still waiting for a call when he will be here to disconnect my service.

I was told by Charter he would call that day between 8 and 5 when he will be here, I was going to give them back there equipment but the refuse to pick it up and are billing me for it. One of the most dishonest companies I have dealt with and would not recommend them to anyone.
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Posted by carol on 2013-11-17:
ive just hooked up with charter. i signed a contract for 89.97, for a year. i asked for the silver package for 20.00 more. all else was suppose to be free. so when i went to pay the bill, i told them all service were suppose to be free. we had a brief discussion on it, and she took my copies in the back room to make copies, when she brought them back, in the back room, she had written on the my copy, which is a carbon, chg for 2 boxes and dvr. i told her that wasnt there when she went to make the copies,and of course she denied that she altered the contract, but she did. the writing is different, its of course not in carbon. what she did was illegal. im talking to a lawyer monday, and also calling our state attorney generals office. i about blew a fuse.
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StarStarEmpty StarEmpty StarEmpty Star
High Rate - Low to No Service....
Posted by Deew581 on 11/18/2012
CLARKSVILLE, TENNESSEE -- Just frustrated with the constant rate increases. It appears the programs viewed most frequently are "randomly" placed in packages and offered to consumers at higher rates. Service is far from first class! Occasionally, Charter offers a so-called "special" only to recapture the "perceived savings" as quickly as the "specials" expires...I really wish our city had more cable competition. Competition typically forces everybody to be better and offer more competitive pricing. Therefore, the consumers are the winners!
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Posted by jonthethird on 2012-11-19:
We all would enjoy cable competition, but where it has been tried, it has failed. Cable is an expensive proposition with the infrastructure, and splitting the potential customer base just does not pencil out.
And, would you enjoy having your street torn up each time a new company wanted to try to compete?

One reason for the constant increases is the cost of programming which is passed along. Everytime a basketball player gets a $50 million contract, the cost of ESPN goes up a nickle to each sub to pay for it.
Terrible thought but we are all paying for Jersey Shore even if we hate it
Posted by CrazyRedHead on 2012-11-19:
I know what you mean. Oak Grove only had Mediacom for a very long time and no one else and they charged what they wanted and would raise when they wanted and they wouldn't give breaks to long time customers. That is why I switched to Directv, which is better than Dish.
Posted by Umatter2Chrtr on 2012-11-20:
Hello deew581,

My name is John Mattingly, and I am a Senior Social Media Specialist for Charter. I will be more than happy to review your packaging and pricing options to ensure you are in the best possible situation for your needs. We have recently restructured our pricing to avoid the fluctuations in rates you mentioned, and I would like to make sure you are aware of all your options.

In order to go over your account, I will need to get some information from you. Please send an e-mail to Umatter2Charter@Chartercom.com and put “CharterJohnM – My3Cents - deew81 ” in the subject line so that I can keep an eye out for the e-mail. In the body of the e-mail please provide either your name, address, and security code or the account number.

Thank you,

John Mattingly
Senior Social Media Specialist – Charter
Posted by Dakota1015 on 2012-11-21:
We are also frustrated by Charter's confusing packages, spotty internet service, and high prices. The customer service dept. seems to just perpetuate the confusion. It makes me wish we had Comcast, how sad is that.
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Buyer Beware..
Posted by Vagabond on 10/17/2010

I am actually a sales Rep. for Charter Communications and deal primarly with new customers completeing online orders. I would like to give you some information about 3rd party affiliates who might give out errant information.

Follow these 3 easy steps..

Rule 1. Always get the name and sales ID# for any representative that you talk to. This will help if you have any questions at all or were promised anything. And any representative that works for a service provider must give this information out by law.

Rule 3. Always ask for a return number and extension to call the same representative who is taking your order. "Tell them you are on a cell phone and if the call drops you would like to get back to them."

Rule 2. Ensure you are making deals with the service providers. This would be for any and all purchases for service you make online. If you are doing this online your web address should look like "company name.com". It should not be "deals or specials or buy compnayname.com" these are 3rd party affiliates. I recommend staying away from them.

If you try to stay to offical site and can't find all the information you want online give the service provider a call. Most in the sales field would be more then happy to answer any and all questions you have.

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Posted by Alain on 2010-10-18:
Thanks for the tips, Vagabond!
Posted by Auner01 on 2010-10-25:
Well, 2 out of three ain't bad.
1) Name: Ask for first name only; asking for the last name of the agent is only going to make them go defensive and you want the agent you're talking to to be comfortable. Asking for sales ID is excellent, since that's what's used most often to track agents- and (at least for Charter, not sure about other providers) you can make sure that your order (should you opt to begin services) will be credited to the person you want the credit to go to, whether the first agent you speak to or the one actually setting up the order.
2) Making sure you're looking at the correct website is critical, and the advice is excellent- make sure that the site is 'http://www.provider.com' (provider of course being Charter, Comcast, etc.). One point to recall though is that in this day and age EVERYBODY you talk to when you call to a provider is a sales agent in one form or another. If you don't like the deals offered, ask to go to Sales.
3) Return number. I couldn't disagree more. Most agents don't have that kind of information and even if they did they don't have the authorization or ability to call out. Asking them for a return number will set off defense reactions and you want the person you're talking to focused on making you a deal, not defense. Take notes and don't be afraid to ask to have things repeated slowly. If you're offered a timed deal (x price for 6 months, y price for a year), always ask what the specific date would be for the timed deal to end.
All that may take some time but the agent you're speaking to is already giddy at the prospect of making a sale- they'll be willing to take the time to close it.
I'd add a big 4th point also: Keep in mind that the person you're speaking to is a person, whether in the US or not. Treat them how you want to be treated. If it helps, remember that they're probably been verbally abused and harassed for hours on end before they get your call.
Posted by Anonymous on 2010-10-25:
Thanks vagabond, I always have a pen and paper on hand for just this type of thing.
Posted by 3torpaeye on 2010-11-25:
We should not have to ask the Charter Rep. for name, employee I.D. and phone number. That information should be given to the customer each and every time someone calls Charter. Any business with nothing to hide will automatically provide contact information without having to pry it out of them.
Posted by DJ on 2011-06-28:
Good luck on getting a direct number or ext. for call back. It seems they want to keep you running in circles rather than work with you on the problem. I think this could be a great company if they got away from external sales and contract installers who speak poorley of the company themself. If all of the employees of the company we have talked to this week were as full of action as they are the political correct dodge the bullet mind set - then it would be great. I am amazed at how much a missing cable, or poorely installed cable or some other minor thing, must be costing the company with all the people you have to talk to in trying to resolve a problem. Way to much fluff in this company and unfortunately really poor customer service. I have heard all of the jokes about how many it takes to screw in a light bulb ---I'm still waiting to see how many it takes to get a properly installed cable set or the truth out of Charter.
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Charter Communication: Horrible Customer Service, High Rates, and Often No Show for Installation + Services
Posted by Manine on 10/18/2009
I live in the Pasadena, CA, region, and Charter Communication is the only available cable provider in the area. I can confirm to all the reviews on these forums that Charter Communication is nothing but a money leeching, lying corporation. When I first called to get my installation, there was a no show. I called and was put on hold where the representative tried to get a hold of the dispatch office in California but to no avail. I was on hold for at least 2 hours and was suddenly dropped from the line. I was asked to reschedule which I did for the next morning and, with no surprise, another no show for the installation. Frustrated, I called the company to cancel my installation and was greeted by a rude women in the other line stating that it was my fault that the technicians didn't come (I don't know how its my fault). Charter has now been constantly calling me to get a "free installation" and "free first month," but I soon learned that their rates will increase by more than 10 dollars after the 3 month promotional rate. The moral of the story is to get Direct TV. Charter Communication has horrible customer service and horrible rates for less channels. I'm thoroughly disappointed in this company and it is to no one's surprise that they recently filed for bankruptcy.
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Posted by Anonymous on 2009-10-19:
Every time they miss a scheduled appointment you get $20 credit. I would be asking for it.

You always pay more after the promotional rate. That is why it is called promotional.
Posted by MaggieMcT on 2009-10-19:
Read the DirecTV reviews before you go to them. I wouldn't take DirecTV back if they were the only game in town.
Posted by Anonymous on 2009-10-19:
We have had DTV for about 13 years or so. Unless it storms we never have a problem.
Posted by MaggieMcT on 2009-10-20:
We had a terrible experience with them over a receiver that went bad (long before I knew about this site, darn it). Picture kept breaking up, you'd get a headache trying to watch anything. Many many calls to them, they kept saying there was nothing they could do. So, we switched to Dish. When my husband called to cancel DirecTV, THEN they said, "Oh, we could have upgraded your receiver."
Talk about a day late & a dollar short!!!
Posted by Anonymous on 2009-10-20:
I don't know why they didn't update your receiver in the first place. We own ours so we never deal with that type of problem.
Posted by MaggieMcT on 2009-10-20:
That's what we couldn't figure out. They totally didn't care *until* we had already arranged to switch. But it's OK, we're perfectly happy with Dish, thank goodness.
Posted by kdswdc2 on 2009-11-21:
Same as in NC. We have had Charter for 2 years and the phone and internet will go offline constantly. The bill is higher than the 2 year "locked" in contract amount because they add a service fee in the "taxes and fees" area on the bill. We have had numerous service call appointments that no one shows, if they do show, they don't fix the problem. Our Phone is out almost daily and they don't care. They just don't give a rat's tail if you get what you pay for or not. We live in a "way out in the sticks" area and have no other service to choose from. Be aware...they do not service probles nor do they care how many times you have to miss work for scheduled appointments, just so you can wait around all day and no one show up.
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Posted by AngrierThanHeck on 09/21/2009
Charter is THE WORST service out there! Their customer service should be called "get customers outraged" They talk in circles and don't answer the questions you ask because they SUCK and they are just in business to screw every customer they acquire. I can not give a specific story because I have waaaaayyy too many to get into without my blood pressure rising dangerously high. However Saturday I spent the whole day moving came home and just wanted to watch a movie and relax so sure enough I turn the TV on and my HD channels are pausing every 60 seconds so against my better judgment because I don't think a heart attack at the age of 26 is necessary, I called charter to see if maybe, just maybe, they actually knew what they were doing and could fix something! But once again I was wrong they sent this signal to my box that just took the channels out completely, no picutre, no pausing, no nothing, just black and basically responding by saying oops! So we spoke to a very pleasant manager (she was clearly a faker) she sadi everything we wanted to hear, something we had never experienced with charter before, we informed her we were moving and wanted our cable shut off on Sept 28 and she said she would pro rate it until then and then credit us $50 for our trouble and not having cable Saturday night, then we could return the boxes that week of the 28th... Too good to be true was right! I came home tonight at 9:30 from another 16 hour day and just wanted to lay back relax and watch a show I DVR everyday, well god forbid I get a service I paid for. The HD box in the livingroom was completely out and when I turned the TV on it says "this box is not authorized" so I go into my spare room and hmm that one is working.. So once again I call my favorite company charter and they inform me that on Sat I set up a voluntary disconnect, I said I most certainly did not, explained the whole situation and then asked if I had "cancelled" why do I still have cable in my spare room, well I don't know was there reply.. So I said OK so reconnect it since I didn't do this, well ma'am we can't un-do a disconnect.... hmm ok really well then I'm not paying for this box then if I don't have service on it, and they say well you have to pay for it until you return it, you were just going to return it anyway she said to me!! The nerve of her "YES I was going to return it when it was comvenient for me AFTER I was finished moving which was the week of the 28th which is why I set the disconnect up for that date!! So another super manager gets on the phone with his genius self and says ma'am you have a disconnect date set up for the 22nd (tomorrow) So I said ok well explain to me why if you claim I have this disconnect date for tomorrow which isn't even the case THEN WHY IS MY CABLE OFF TODAY!!! "Well I don't know ma'am was the response I received" So I screamed "WELL APPARENTLY YOU DON'T KNOW HOW TO DO ANYTHING EXCEPT INCORRECTLY SHUT OFF PEOPLES CABLE and you can't turn it back on ! So they say well will you be transferring your service when you move?? I lost in slammed the phone down and came to the computer to finally complain!!!! I HATE THIS COMPANY, THE SERVICE, THE CUSTOMER SERVICE!!! EVERYTHING THEY SHOULD BE PUT OUT OF BUSINESS...... BRING ON COMCAST, CHICOPEE SHOULD NOT HAVE A CRAPPY CABLE MONOPOLY!!!
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Posted by Anonymous on 2009-09-22:
Screaming and slamming the phone down really helps doesn't it.
Posted by Fufu487 on 2009-09-22:
hmm yes yelling always fixes problems....... and that last manager you spoke to seems to have sure taken some abuse.
Posted by Anonymous on 2009-09-22:
You know, they're just going based off what their screen tells them. Yelling and screaming at the csr and manager isn't going to get your way.
Ever thought about anger management classes?
Posted by Anonymous on 2009-09-22:
You say: "they SUCK and they are just in business to screw every customer they acquire." Yeah, right.
Posted by old fart on 2009-09-22:
I just had an excellent experience with Charter because my phone box got water saturated.. the service man went through the entire system, changed all the connectors and had the installation crew come out to replace and rebury the entire outside cable..
They went far and beyond the call of duty!!!maybe because I politely requested the service and treated the installers like human beings who just had a job to do....

A little respect goes a LONG way...
Posted by Anonymous on 2009-09-22:
Sounds like horrible customer to me, not horrible customer service.
Posted by Umatter2Charter on 2009-10-05:
Good afternoon, I'm sorry to hear about your situation. My name is George and I'm a social media specialist for Charter. Please email me at umatter2charter@chartercom.com so we can take a look at your account and get everything corrected for you. I look forward to hearing from you.
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