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Charter Communications Cable TV

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Billed for services I did not agree to
Posted by Arc421 on 12/03/2010
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. Awhile 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.

     
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Posted by Alain on 2010-12-04:
You can try sending an e-mail to Umatter2charter@charter.com to see if they'll assist at all with this.
Posted by Umatter2Charter on 2010-12-04:
Hello arc421,

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

We look forward to helping you resolve your concerns.

Seph Wahl
Communications Specialist - Charter
http://www.charter.com/Umatter2Charter
Umatter2Charter@chartercom.com
Posted by spiritdancer on 2011-01-18:
You sound like you are going through the "exact" problems that I have dealt with through Charter. This company really sucks in my opinion. Their services are mediocre though your charged a premium price, and their customer service is non-excistant. They should be boycotted and customers should have all their services disconnected. No customers, NO money. Hah! Let them hang out to dry, like they leave their customers!
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Nothing may be certain except death, taxes, and Charter Cable TV problems
Posted by Hangfire on 04/24/2010
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.
     
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Posted by jedichda on 2010-05-03:
I figured I wasn't the only one having trouble with Charter Communications! My deceased mother is the only one who can cancel her cable tv service because she is the only one on the account. "Oh, you sent a copy of the death certificate? We haven't received it". Even though it was sent in mid April and their INVOICE - which had to be forwarded - WAS received. How can Charter stay in business with such poor customer service??
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Charter Very Poor Customer Service
Posted by Steamboat on 03/27/2010
SAINT LOUIS, MISSOURI -- In my entire life Charter has been the worst company I have ever delt 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 ahve had some techs from Charter tell me the truth about their problems. The teck atated 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 Generals 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 Michael Henry at 864-297-2248 ( Excecutive 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 superviser and let them now 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.
     
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Worse Damn Service To Have To Pay For That I Have Ever Seen...
Posted by Hotrod1200 on 12/11/2012
Charter cable came into the south and bought out a reputable company and commenced to turn this into one of the worst experiences of television watching in the history of television. I wish the FCC would come in and grab them by their asses and make those people clean up their act. Give a good product for the high price they are charging.

     
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Posted by At Your Service on 2012-12-11:
I wish there were some details of the issue(s) you're evidently experiencing.
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Subscriber Beware!!!
Posted by Cgross on 12/04/2012
Absolutely horrible customer service. Do yourself a favor and chose another provider. Charter Communications does not value the customer. The worst company I have ever dealt with by far. Its a mystery how they have been able to stay in business this long. Everybody I have talked to agrees that Charter Communications is an absolute nightmare!!!!!!!

Subscribe at your own risk.
     
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Posted by Umatter2Chrtr on 2012-12-04:
Hello cgross,

My name is John Mattingly, and I am a Social Media Specialist with Charter. I’m very sorry your experience with our customer service advisors has not been positive. This is something we definitely want to fix. Please send an e-mail with any concerns you have 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 “cgross: My3Cents” in the subject line, so I can watch for the e-mail.

We look forward to helping you resolve your concerns.

John Mattingly
Sr. Social Media Specialist – Charter
Umatter2Charter@chartercom.com
http://www.charter.com/Umatter2Charter
Posted by Gary on 2012-12-05:
I emailed charter and asked how much it would be to add their select TV package to the Internet service that I already have with them. First I was told the TV only would be $59.99. I replied asking if they were sure that they quoted me the correct price as that sounded too high because their advertised bundled package of Internet and Select TV was $69.98 Their reply was that the two services would be $114.97 including a modem for the Internet. I replied that I already have the Internet and only want to know what adding their "select TV" package would cost. Now they won't answer. I suspect they must have a limit of two relies for each emailed question. Charter employees need to listen. Charter employees need to pay attention. Charter employees need to focus. Charter employees need to read. Charter employees need to answer the question that is asked. Charter isn't alone in this problem. I see it all of the time lately and sad to say, mostly in the young. When speaking to them in person, They do not listen. When communicating with the written word, They do not read the question. I sit here wondering how in the world these companies can survive? I'm sitting here still wondering what my two services would cost?
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Worst Cable/Internet Company on Earth
Posted by Captaindavem on 06/20/2012
Charter is the root of all evil. Absolutely the worst cable service provider in the whole world. Honestly, there are not words in the English language that can describe how badly Charter stinks.

     
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Posted by trmn8r on 2012-06-20:
But Captain Dave, if words can't be found to describe how the service is bad, how will others learn about it? I don't find anything actionable here. Can you explain why, so it would make me think twice before subscribing? What happened?
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Cable Channel Lineup Changes
Posted by Fletch23 on 06/22/2010
I would like to know why Charter Communications finds it necessary to periodically change the channel lineup positions. We pay for access to many channels so it takes a while to learn where your favorites are located. But it seems that as soon as we do learn their location, they are changed again.

I tried to contact Charter to ask about this, but was unable to talk to a person and the robot I communicated with did not give me the options or answers I needed.
     
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Posted by Auner01 on 2010-06-29:
Well, I could be snide and refer to 'Who Moved my Cheese?' and say that because you can't handle change that you should be laid off and your job position moved overseas.
Alternatively, I could say that it has to do with channel provider contracts and refer you to the people who provide your favorite channels- likely they'll have a good answer as to why their channel lineup position changed.
The easiest approach, though, would be to say that the answer to any question that begins with 'Why' is 'Money'.
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Charter has horrendous customer service
Posted by Suzieq1270 on 10/12/2009
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 predictible 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 3pm 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 workorder. 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 5pm on Saturday. The representative I spoke with states all he could do is reschedule for Monday between 10am-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 5pm to 7pm 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 workorder. We shall see if he shows in the corrected window of 5 to 7pm 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.

     
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Posted by Anonymous on 2009-10-12:
I stopped reading because your sentences run together and make it hard to read.

Your internet drops. Do you ever unplug your router to update the firmware? You should do this about once a month. Also, did you know that the weather, car accidents that hit power lines where the cable line runs, etc can make your internet lapse?

I had charter and experienced the same thing. But I have DSL and when it storms, I still lose service. There is nothing they can do about it except try to get it back up.
Posted by suzieq1270 on 2009-10-12:
Yes we have updated firmware on a regular basis and unplug everything more times than I can count. No storms when the drops happen. Thank you for the comment but you do not have to treat me like I no absolutely nothing. I am fairly intelligent and on more than one occassion my husband and I have ruled out that it is our router or equipment.
Posted by Anonymous on 2009-10-12:
Suzie, I was not trying to be rude. I do not know you so I really DON'T know what you know, if you DO know anything. THAT is why I gave you examples and ASKED if you DID know.
Posted by suzieq1270 on 2009-10-12:
No problem Lady I have tried everything that they suggest. My husband and I have even replaced the modem and router and the issue is still there.
Posted by MRM on 2009-10-12:
Suzie, are you connecting to the internet wirelessly? If so, perhaps you could change the channel in your router setting to avoid interference with other electronics in the house.
Posted by suzieq1270 on 2009-10-12:
MRM yes I connect wirelessly and we have done all that as well.
Posted by Anonymous on 2009-10-12:
If you are using a wirelss B or G router then make sure you don't use Bluetooth devices or regular cordless phones in the same area. These all run on the 2.4 GHz frequency and interfere with each other. You may need to change to a wireless A router (802.11a) this runs on the 5Ghz frequency and won't be interfered with by the other devices.
Posted by suzieq1270 on 2009-10-12:
Justthefaxx Again we have ruled all of that out as well. No bluetooth near any of those devices and the cordless is in another entire room from where our modem and router are located.
Posted by suzieq1270 on 2009-10-12:
Thanks Lady I should find out tomorrow or later today what the actual problem causing me to drop would be.
Posted by PepperElf on 2009-10-12:
i'm thinking maybe a loose connection or...

the weather - but not in the way you're thinking... i'm thinking maybe some water damage somewhere, especially if there's a loose connection too
Posted by suzieq1270 on 2009-10-12:
Thanks pepper elf they tightened it up the last time they were here.
Posted by PepperElf on 2009-10-12:
o good.

though i'm also referring to all connections...not just the ones at your house, but any place along the line where there's a connection or a possible partial break.


just remembering sis's internet had some trouble for a while and some of the line was underground (different company though).


and i remember having to troubleshoot a bad connection on my ship. turned out the cat-5 had gotten rubbed raw (stripped to the wires) along the path
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Scammed Again!!! Don't buy into their advertising!!! Warning False Advertising!!!
Posted by Ministry5000 on 10/10/2012
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 2yrs. 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 lightbulbs 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 teck said quote "Needs to be replaced, its interfering with air traffic control." Now we are stuck with 2yrs 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 the 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. Its 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.
     
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Posted by Umatter2Chrtr on 2012-10-13:
Response:
Good afternoon,

My name is Jeremy Daniels, and I am a Senior Social Media Specialist with Charter. I would be upset over this situation as well, and you have my apologies for the trouble you have gone through trying to get the cable working properly. I would love the opportunity to get the cable fixed for you. Can you send me an email at Umatter2Charter@chartercom.com with some account information? When you contact us, make sure to put “My3Cents – ministry5000 – CharterJeremy” in the subject line so I know it is for me. Please make sure to include some information such as your name, address, and phone number.

You can find more information on our team at: http://www.charter.com/Umatter2Charter.

Thanks,

Jeremy Daniels
Senior Social Media Specialist – Charter
http://www.charter.com/Umatter2Charter
http://community.charter.com
Posted by Joe on 2013-06-20:
I agree in this area this is absolute worst. They love to lie and make promises but not fix problems. All of the advertisement is bs there picture snows out during rain worse then I ever experienced with direct or dish plus the new 100% customer service guarantee is crock they even sent me letter said they would not be back out and will not even mark off bill when I have shown them video of happening and neighbors have even stated have same problem but they say can not find any problems. Though till this day no one has been out while raining. Dearly one customer lost by charter and taken as many around me to somewhere else.
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Crooks
Posted by Nates-sweetpea on 09/26/2012
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.
     
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