After my internet service stopped working, I called Charter. The agent assured me that my modem was the source of the problem, and nothing was wrong on Charter's end. So I bought a new modem, and I still had no internet service. I called Charter a second time, and they stated that they would send a technician to my home to troubleshoot the problem. I specifically asked if there would be any monetary cost to me to send the technician to my home, and the agent on the phone assured me there would not be any cost to me.
The technician arrived and determined that nothing was wrong with my modem. He found the cause of the problem to be the port my line connected to on the telephone pole, and switched the line to a functioning port. In the process of troubleshooting the problem, the technician had replaced my modem with a modem he brought with him (I don't know why). Even though he determined that my modem was working properly, he insisted that I keep the new Charter modem.
I clearly explained that I do not rent a modem from Charter, in case that was the impression he was under. He said that was fine, and I could just keep the Charter modem for free. Uh, OK, sure. My internet service restored, the technician left. A while later I realized that he had taken my old modem with him. I didn't think much of it, as I had a working modem and functioning internet service. My bill arrived, and I'm now being charged for a monthly modem rental. I'm also now being charged for monthly wire maintenance charges for my internet and TV services.
I called Charter, and the agent explained the wire maintenance was an agreement I signed up for. I never signed up for anything of the sort, and challenge the agent to produce the contract where I signed up for wire maintenance. The agent could not, and stated that I would be charged an additional fee to be removed from the wire maintenance program. So now I'm being charged to be removed from a service that I never signed up for in the first place. In addition, I'm being charged wire maintenance for Charter TV, even though I have never had TV service through Charter.
Regarding my modem, the agent stated that I would have to pay the rental fees I had already incurred. Again I challenged the agent to produce any evidence of an agreement on my part. I also asked for my old modem back. They opened a ticket several days ago to locate and return my old modem. I called today to follow-up, and there has been no update to the ticket since it was opened, and when I asked the agent what the next steps were, we were disconnected.
Now I find myself without my perfectly good modem that Charter took, being charged for several services that I never agreed to (wire maintenance, modem rental), being charged to remove the services that I never agreed to (wire maintenance), and being charged for services that I don't even have (Charter TV). I'm not one to get mad at people on the phone (they're just doing their jobs), and I've been patient with Charter, but I'm left in a state of complete disappointment. I'm seriously contemplating cancelling my service.
We started out with charter 3 years ago very happy with the internet and not happy with the cable. The cable never really was the quality that we paid for. So 2 years into having charter we started having issues where our local cable channels were unwatchable so in DEC I dropped the cable TV portion and kept the internet. No other broadband providers in my area. I have had an ongoing problem with charter for a year now. Our internet will intermittently disconnect with no consistency. Although the last time our internet dropped it had dropped out 2 days earlier so maybe that is the only predictable about it.
On Friday when my internet dropped for the 4th time in 2 days I placed a call to customer service which was against my better judgment. I spoke with a representative who could barely speak English and asked me had I tried all the unplug, reboot the device diagnostic that they go over with you on the phone. I explained to the representative that I had already done that numerous times too many to count. He said he would schedule a tech to come out to my house and take a look. He stated to me that they would be there between 3 and 5 the same day.
I thought that was kind of strange because the quickest a tech had ever arrived would have been the next day. So I asked him 3 times and he confirmed 3 times Friday Oct 9th. I gave him 2 numbers where I could be reached and stated to call my home number 1st and my cell as the backup. By this time because this issue was a year old and not fixed I asked for a supervisor tech to come to my home. My appointment window came and went with no phone call no show. When I called back I was told that I was given the wrong day that it would be between 3 pm and 5 pm on the Oct 10th, okay no problem.
Again, I stated to please call my home 1st and could they make sure that was the 1st number listed on the work order. I was told "okay, no problem." So my appointment window came and went yet again no call and no show. I again called and was told that I had been called but since I did not answer the automated call that I was deemed not to be at home so the appointment was cancelled. I then asked for a supervisor and was told "okay, no problem, we will get a supervisor so we can get a tech out to your house today," this was 5 pm on Saturday.
The representative I spoke with states all he could do is reschedule for Monday between 10 am-12noon I explained that I would take the appointment but that it was unacceptable how this whole situation has been handled. He was very nice which I should have recognized that he would screw it up sometime. In the meantime something told me this guy was not really a supervisor so I called back and asked for a supervisor and I do mean supervisor not someone saying they are one.
I get a supervisor on the phone who not only cannot help me but in no uncertain terms calls me a liar based on the fact the automated system deemed me not at home because the first representative I spoke with Friday listed my back up number as the pre call number. So here we are on Monday Oct 12th my appointment window started at 10 am. By 11:25 no phone call and no show so two more calls to customer service result in when my appointment was rescheduled it had to be given to a different tech who would not be arriving between said window and that they would credit me $20 for the no show. Okay no problem.
When will the tech be here? I was told today that it would be 5 pm to 7 pm tonight. Okay, I informed the representative who was very helpful, that was fine but to make sure that I am called one way or another at my home number not the backup number listed on the original work order. We shall see if he shows in the corrected window of 5 to 7 pm tonight. I have since found someone within the company at the corporate level who is now assisting me with my problem and they have been nothing but wonderful at trying to keep me satisfied. Unfortunately it is too little too late to satisfy this customer.
COLUMBUS, GEORGIA -- My husband and I are renting a condo and the only Cable company in the area is Charter. Since we are not allowed to install a dish we thought we would give it a try. My husband called the number to talk to an agent about signing up, their number goes to a call center in India so we had some language barrier but my husband felt he had negotiated well, and got the triple play: Phone, TV and Internet, even though we didn't need the phone, as it was the best price and we had a decent selection of channels, and a DVR, all for one year.
Initially, the instillation was quick, easy and the installer was top notch! One evening my husband turned on the TV and for some reason we only got a handful of channels compared to what we usually got, so we went online for tech support, and quickly found out that this was not a tech support issue and we were directed to call a phone number for assistance on our package.
Well, hoping it would be American based to avoid the confusion of a language barrier, we called but again, we reached a call center on the other side of the world and we quickly found out that the channels we had now belonged to a different package and we would have to purchase the next TV package up in order to be able to view them again. At this point we were six months into our one year agreement with Charter. We were currently paying around $85 a month for the triple play and had about 120 channels. Annoyed but lacking an alternative Cable TV provider in our area, we decided to do away with the phone and get the new channels.
My husband was on the phone for over an hour, half of it on hold as he held for the guy in the call center to arrange for installation, which would be our confirmation of service changes; then after the insane period of being on hold, the call dropped. Seriously? Bad business. We went on line to the chat feature and decided to cancel all but our internet service as we were done with Charter Cable! That off our chests we ordered SkyAngel TV that would work through our internet and unplugged the phone.
Two days following I received an automated call from Charter wanting me to rate my service call experience in having the new service installed by them. I chose (completely dissatisfied) for each selection, figuring a real person would eventually contact us. None did but we did get a statement shortly thereafter stating that we owed Charter $250, we had been charged for a service call to remove old equipment, which I had returned myself to our local office, charged a service call to install our higher speed internet which was done remotely while my husband was on the chat feature with Charter. You're kidding me!! Right?
We've proceeded to be billed monthly for the phone service and at a much higher rate since we cancelled the TV, all because they have not completed their work order to cancel the phone service. Need I say more? Do yourself a HUGE favor and steer clear of CHARTER CABLE and buy yourself a cheap antenna. We did and for $10.99 we get several decent local channels to boost what we have on our Sky Angel programming.
GLENDALE, CALIFORNIA -- Since I got Charter service in my new apartment. I think it was November 09. I've had crappy Picture Quality. Digital Drop outs, losing picture, digital noise in Picture and Audio. Every time I call in I get a different person telling me different stories. So I started getting a tech to come out to my place. They always find nothing wrong yet they see the problem and hear the problem.
I removed my HDMI thinking it was maybe the issue as sometimes it is not 100% supported. I went to component in. Still get a crappy picture randomly. This is not a consistent issue. It's a random problem and random channels. Had the box changed twice. Had the lines looked over by 3 guys and they all say I get a good signal, very strong. So what gives? Now we have all gone through everything we can think of to eliminate if it's the TV, a cable, a connection, a setting etc etc etc... you name it we covered it.
You might think that after complaining so much and having tech guys come out so many times they might offer a discount at some point to cover all the down time and things I can't see on TV that I am paying for. Not once has this been offered yet they are very quick to ask for their money at the end of each month. So as you can see and hear I've had enough issues to fill anyone's time. (LIKE I HAVE THIS EXTRA TIME), my time is worth money. I'm dropping charter for the second time.
Now I haven't even mentioned the phone and internet. The internet and phone go out randomly with no explanations. They just turn the issue back on me like I'm doing something wrong. Typical to cover their ass. To put things into perspective I work in the film and computer industry and have for better than 20 years now. I know more about these things than the average joe and if needed I can call the smartest guys in hollywood about any tech issue on the planet and they can answer any question at the drop of a dime. Basically they have always said that the issue is not me and my brand new TV and Audio equipment and new phones and computers.
It's charter and all they ever hear are people bitching about charter never giving good service and or anything they pay for. I've had Dish Network in the past, DTV, AT&T UVerse, and by far the worst service out there is Charter Communications. Compare service. I went online tonight to compare what you get for your money. ATT U-Verse - for the full service - phone - internet - TV and All HD channels etc. 177 bucks. They also have over 300 HD channels.
Charter, same package, full service. 220 bucks a month and they have about 10 or 15 HD Channels. They are way over priced and you get little for your dollar and on top of it you get all the problems I mentioned above. Dish is also cheaper and way better all the way around. DTV, Don't know haven't looked and don't care about them. I know they are overpriced as I used them years ago and I hear my friends complain about them.
Now, One last thing. I called into charter 4 times tonight and the first two phone calls were women. Thank god they aren't using filipinos from the Philippines as an answering service anymore. I dropped charter just for that reason on top of some of these issues mentioned above last time. ANYWAY, both women were complete ** and hung up on me when I was explaining to them what was going on. All there little minds could think about was my area was reported as an outage zone. HOLY CRAP? I'm in an outage zone yet I get no discounts for loss of service or poor quality? Nice job charter.
What I was trying to get the women to understand is that there recent outage issue has nothing to do with the fact that my problems have been going on for months with no resolve. So I called back and got yet another woman. The only thing I could ask her are there any men working answering the phones. She said yes so I called back over and over till I got a guy.
I spoke to the guy. Explained everything to him and he told me a few things and that I should really call back tomorrow after the outage is over because low and behold, guess what. He could not do anything including a simple request to get a tech out to again work on this ongoing issue that has loomed for months. What that has to do with their recent outage? You tell me? Nothing... Charter just keeps batting a very low average. In short, THEY S-U-C. Thanks for nothing Charter. I'm done with you once again.
MONTGOMERY, ALABAMA -- A technician from the company arrived at my home on Saturday, June 13, 2009 at approximately 11:00 A.M. to install cable TV/high-speed internet services at my residence. According to the schedule he was due to install services within a matter of 1 hour. While trying to install cable TV svc the technician hit my wall clock with the door of my TV cabinet breaking my clock. The technician finished the installation of my TV service approximately 12 noon, went to another room in my home to install the internet service. He stated that he had about 4 more jobs to complete that day.
He got on his phone and had his dispatch dept to dispatch him to another job even though he had not finished the installation at my home. After several attempted of trying to install the internet service he became frustrated stated that the modem was a piece of junk and that he needed to go back to his office to get another modem. I told the technician that I had to run some errands and would have my son contact me when he returned.
My son called me at approximately 1:35 stating that the technician had returned to complete the internet installation. He told me that he had to drill a hole in the closet wall to run a cable, which I could not understand why he needed to do that, since no other technician has ever had to do. I was back at the house within 10 minutes of the call. I came into the room to check with the technician to see if everything was going OK with the installation. I asked him if the replacement modem was OK he looked at me with an angry face and said quote "I know what I am doing, I am the best technician in my group".
I asked him again if the modem was OK he slammed down the modem on my computer chair and said quote "I know what I am doing." At that point his rudeness had gone far enough, I started to become uncomfortable with his behavior, so I told him to get his stuff and to get out of my house, because I have never had a service person in my home speaking to me in a very hostile manner and completely disturbing me with his behavior. Unfortunately my children were in the home to witness all this, which made them very uncomfortable.
As he left my home my two children said that he stated in these exact words that "he had never had such an ignorant ass customer before." I immediately contacted Charter and asked to speak with a Manager. I was told that a manager was not available, but they would contact his immediate supervisor. I was placed on hold for approximately 15 minutes by one of the Escalation Specialist by the name of **. I asked her when would the supervisor be contacting me, she said sometime within that day. To this day I have not received a call from their company.
I did not feel very safe after the incident so I had the police to come to my home that afternoon, so that I could discuss what happened and there would be some type of documentation on record. Apparently Charter has not taken this seriously enough to contact me. I wanted to contact your organization to make you aware of the type of organization they are operating, so that others may see just how disgusting and appalling the organization is in general.
CARROLLTON, GEORGIA -- I have heard that Comcast is a bad cable company, but you don't know what bad is, until you've experienced Charter. This summer, when I have the time to deal with it, I'm switching to one of the satellite companies, because I have finally had enough.
First, I love the way they hide behind their 800 number. In my early years with them, I was actually able to call someone in my town. O.k., it was an answering service at night and on weekends... but at least you had the hope that if enough people called with the same problem, they might call someone in service and let them know. Not anymore. You call an 800 number on a Saturday night, and they give you an "appointment" for Monday. No matter that YOU pay your bill on time every month, and are not getting the outrageously expensive service you are paying for! That doesn't matter to them.
Meanwhile, you call that an appointment? I have to take 4 hours off from work to wait around for them to come? And, if you tell them they need to call your cell when they're on the way, because you will be at work, do they pay any attention? NO: They repeatedly call your home number, and then self-righteously leave a last message that, "since we have been unable to reach you," they have cancelled your appointment for today!
I have been having bad reception on my local channels since last November (it is now March). I had this same problem about 5 years ago, and it was something wrong at the pole. I have explained this to them many times, but they insist I have to stay home to receive their visit--which I do not have time to do. The last time this happened, I got the card of a very nice regional manager, who -- after they fixed it at the pole -- told me to call him anytime, but unfortunately I found out he no longer works for them. Not surprising, because he really cared about customer service. I imagine he got fed up with working for such a crummy business and moved on.
Anyway, after many angry calls, they did finally come out a couple weeks ago. It is improved about 60%, but still not really fixed. Nevertheless, it is good enough and I have stopped calling. Until tonight, when ALL the local channels are gone. I had switched over from Lifetime around 11:00 pm because I wanted to catch Saturday Night Live. Nothing. When I finally get through the horrendous voicemail system at their 800 number, I get the typical snippy customer service rep who couldn't give a damn.
And, can you believe this? After I finally make my report (and she gives me my Monday appointment for some time between 1:00 pm and 5:00 pm), she has the nerve to expect me to stay on the phone while she tries to sell me an upgraded service! Honestly, these people are insane. I just thank God I don't have my phone or internet service through them, or I wouldn't be writing this tonight.
Chapter 1: My deceased wife signed up for Charter service 7 years ago. She died in November of 2008. The service was in her name, but I kept paying the bills after she passed. I tried to change the service to my name and Charter would not do this unless I came to one of their offices, stood in line, and showed them her death certificate so I did this. The first “teller” who tried to help said the service could not be changed without her signature. I asked to speak with someone else and this second person took care of what needed to be done.
Chapter 2: I had a couple of service outages over the next few months culminating with a severe outage a few weeks ago. I was warned over the phone that if a technician was sent out and the problem was with interior cable I'd have to pay for the diagnosis even if I wasn't willing to pay Charter to fix it. I'm a network engineer and had already ruled this out. The Charter technician found two problems: (1) squirrels had chewed through the exterior Charter cable up by the telephone pole and (2) (unannounced to me) Charter had changed programming so the CATV converter boxes I have no longer worked. The problems were fixed.
Charter also issued a check to compensate for the loss of service time. The only problem is that the check was issued in my deceased wife's name even though the Charter account previously in her name had been closed. My bank won't allow me to cash or deposit the check since it is not in my name. I just spent 30 minutes on the phone with a Charter representative and she said they could not help me.
Both the person I spoke with and her supervisor effectively said it wasn't their responsibility. They suggested that I go back to the local Charter office with the check to see if they could do something. They didn't say whether or not I needed to bring a death certificate this time again. I plan to go back to the Charter office one last time with the check and the CATV converters in hand and cancel the service.
SAINT LOUIS, MISSOURI -- In my entire life Charter has been the worst company I have ever dealt with. Their cable TV service is terrible. I have had techs to my house at least 20 times because I have been complaining about the tiling and picture cut offs for 3 years. Charter has checked my house wiring many many times and can never find a problem in my house yet they say there is no problem outside my house anywhere or along any 15 year old coaxial cable that runs hundreds of miles through Michigan. But every time I call and complain that the digital signal is tiling 8 times an hour they want to come into my house and blame it on my wiring.
Charter will never admit that it is because of their system and cable. Not only that their attitude is very plain. If you don't like our service than don't use it. Very POOR customer service. I have had some techs from Charter tell me the truth about their problems. The tech stated that "Our lines are old antiquated coaxial cable not good for digital signals. And Charter will not invest their money in replacing them". Charter will have 10 year contracts with each township to become the only cable service in your area so their attitude is "we are the only game in town so love it or leave it".
If you have Charter service and you are experiencing tiling (that is when the picture breaks off and comes back in little squares then you have tiling. And if you think Charter is going to fix that problem then you believe in the Easter Bunny. And if you do have problems that Charter will not correct then you must complain to the Missouri Attorney General's Office at 573-751-3321 where Charter is located. Also complain to the BBB in Missouri at 314-645-3300 or 314-584-6721. And here is a phone number that Charter will not give out and that goes to a ** at ** (Executive Escalation Mgr. in Simpsonville SC).
If you just call the normal Charter phone number you will go nowhere, believe me! Also file a complaint with your local township supervisor and let them know that Charter TV cable service is very poor. I am currently working with my township to get Charter out of my area because they refuse to fix the problem and I am paying over $100 a month for cable TV service.
ALBERTVILLE, ALABAMA -- Here goes. I wrote a book on the nightmare services we get from Charter but erased it, you don't need to know the details. All you needs to know is this; Charter Communications, be it Franchise (tack on $5 a mo.) or not, is a racket. Once they get your commitment for 2 yrs. they will hang you out to dry. For example, After a dozen young men in and out of my parents room trying to get the digital receiver to work, they came to a conclusion, "It was the light bulbs in the ceiling fan above interfering and we would just have to live with it."
I couldn't believe my eyes when I saw him smacking the box to see if that might make it work! To this day this nice flat screen TV has a distorted picture because the leased equipment stinks even the replacement couldn't help. Then there is the botched cable work, one tech said quote "Needs to be replaced, it's interfering with air traffic control." Now we are stuck with 2 yrs of $155.00 monthly fees for 4 TV's with no cable boxes because a credit rating of 705 wasn't good enough to lease more than 1. And remember, that ONE box has never worked, not even when we "removed the ceiling light bulbs" and wrapped "aluminum foil" around only God knows what???
Watching TV isn't even worth it anymore. The best channel you can select from is PBS. So there you have it. My experience is proof and my word is as solid as a rock when I tell you that Charter Communications is a dirty scam and their FALSE advertising is nothing but pure lies. All they will do is offer the same old rhetoric bull we have gotten since they got a signature. Don't be like me and get stuck with nice TV's (earned by blood, sweat & tears) that will only pick up a few non digital, as of this yr, channels.
It is so not fair to our family who have worked so hard to earn enough money just so we may be able to enjoy off time with a television. God knows the average American can't afford to go out to see a movie anymore.
SOUTH CAROLINA -- I have been communicating with Technical Support in Greenville, SC, and the technical support dept reached at the toll free number, for 10 months, and Customer Relations Specialists in St Louis for about a month. Every line and connector – and I mean every one, even the buried line - has been replaced at least twice! (Guess what - the problem is, as I said from the beginning, NOT AT MY HOUSE!)
I have many pages of ping tests showing packet loss, and high latency. I had a Tech Supervisor come to my house and run Charter diagnostics on MY computer for over an hour and see that there are problems on my line – that was I believe in Sept of 2010. It took months, but the technical department finally said that the problem is on node 4163, but I cannot get anyone in the line department to contact me. All I get from the line dept is second hand from a tech, or customer relations, "We can't find a problem."
**, I know you haven't found it yet, but since it is still there, KEEP LOOKING!! And then fix it! I have told everyone it is intermittent. Running an occasional line test is most likely NOT going to find the problem! My neighbor has the same problems, and a friend 2 miles away has the same as well. (All on node 4163!) My friend finally got tired of the techs coming to her house, tracking up and down her stairs and across her white carpet. Her husband told them after the 3rd or 4th visit that the problem was not in their house and that they were not allowed to come back inside their house. As far as we know, the line department never did anything.
Ten months of calls and emails and the problems are STILL not resolved!! I have had it!! I am tired of my phone, Internet and TV disconnecting or giving poor signal/reception. I am going on every forum I can find to blast this company as much as I possibly can. I am filing a formal complaint with the state Consumer Services in Columbia, SC on Monday. If there is ever an opportunity to go with another company I will be gone - even if it is double the price! Save yourself from poor service, aggravation and wasted time, and go with another company if one is available.