MADISON, WISCONSIN -- Absolutely horrible customer service. Do yourself a favor and choose another provider. Charter Communications does not value the customer. The worst company I have ever dealt with by far. It's 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.
PLEASANT VIEW, TN -- OK so ever since we got Charter Cable, internet, and phone the T.V. has cut out. No matter what channel what time sure enough at the best part of the show it cuts out. It sometimes stays out for 5 minutes or more. The audio and video blink in and out sometimes for an hour or so or until I turn off the tv and go do something else. We tried calling but they said they can't set up a tech appointment to look at it because there's an outage... There isn't an outage, this cable just sucks. Don't get it if you can avoid it.
TRUSSVILLE, ALABAMA -- People wake up and take notes when it comes to cable service. Be sure that you write down everything they tell you. Just experienced my first issue in a long time with them and I must say Charter sounds like they work with Uncle Sam. They try to sneak in to take more money from customers after they have locked in a promo/price guarantee. Make sure you write down the name of the people you talk to and make sure you take no less than what you were given tax included or they will try to screw you out of it and blame it on the tax dollars. Promo or price guarantee there really is no difference. If promo is there when you get your service and it's a 12 month promo, don't let them charge you for more if the promo happens to end according to Charter. That's bs and false. 12 months is still 12 months unless disclosed otherwise by the provider.
TURLOCK, CALIFORNIA -- We switched to Charter from AT&T (big mistake), in January 2012. Granted it was cheaper than AT&T, but we didn't receive calls from AT&T customers, Internet kept disconnecting, and we never had chance to experience the high speed Internet. TV also had some minor issue but we could live with it. We called 5-6 times complaining about service and after we didn't get any resolution, we switched back to AT&T two months later. Funny is that after we paid them $95 for installation and service, they charged us $207 for one month. I guess AT&T is not that expensive after all.
I pulled the Charter service from the other house we own and asked Charter to put us on "DO NOT CALL" list. I was willing to pay the half of the bill, like the half service they gave us, but they didn't work with us and it seems they didn't have any problem losing another customer. They must be making a lot of money by switching and switch back.
Good morning a-parish,
I'm terribly sorry to hear that you had so much trouble with your services. We never want any customer to experience the issues that you've listed. My name is George Vick, and I'm a Senior Social Media Specialist with Charter. I definitely understand your frustration and would like to apologize for things not being repaired in a timely manner. I would also like to make sure that you received the appropriate credits on the account for your troubles. Please send me an email at firstname.lastname@example.org, Attn CharterGeorge. Please also include My3cents- a-parish in the subject as well so I can keep a look out for it.
Thanks and I look forward to assisting you!
Senior Social Media Specialist
I switched our internet and phone service from TDS to Charter two months ago. What a nightmare! The first technician forgot to connect the security system to the phone line, the next person tried to connect it but caused short circuit. I have to call the ADT person come to fix it (they have to order the parts and it took several weeks!). The phone had problems too. I first thought it was our phone sets, but when I switched to the new phone set, it still has the same problem. I finally realized it was Charter! I called them and they tested it was wiring issue. Now it passed the 30 days period and I have to pay them for their stupid work! I hate Charter! Never again!!!
My name is George Vick, and I am a Senior Social Media Specialist at Charter. This is unacceptable to us. We certainly aren't in business to inconvenience our customers. Please send an e-mail with the name, address, and phone number on your account to Umatter2Charter@chartercom.com. In the subject line, please put "My3Cents - George" so I can keep an eye out for the e-mail. Once I get the account information, I will see what we can do about the bill for you. Again, I am very sorry that you had this experience and look forward to addressing all of you concerns.
Senior Social Media Specialist - Charter
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.
Absolutely the worst. Nice customer service persons, I have talked with them over 8x and had the service less than 30 days. I am contacting the Public Utilities Commission with my complaints due to the misrepresentations and outright fraud of the people that do their marketing and customer service. After the first communication with one of the many people marketing Charter Communications Triple bundle, it has been an ongoing nightmare being told one lie after another.
Each time I ask how much per month, is my bill going to increase. And then the new billing arrives and I start over again with yet another person lying to me as to how much it is going to cost and what services I will get. Then the computers go down due to Charter Communication signal issues. All of this in less than 30 days of service. I may yet sign up for another service provider. I am now waiting for 2 different techs to show up.
BTW If you sign up for their phone service be aware, at least according to the last tech I talked to that you have to rent their modem or the phone will not work. @ $5 a month plus taxes. So you buy the 69.99 bundle plus you have $5 a month for the modem and where I am about $15 in taxes and fees. God help you if you go for digital TV where you pay another $25, $30 if you count the $5 monthly rental fee digital, as basic is only about 12 channels, none of which I watch yet due to the costs the 12 month deal is cheaper to have the 3x bundle locked in for a year then to have only 6 months at the discounted price for the phone and internet.
I had Charter Basic Extended service and was willing to upgrade to digital, internet and phone... I should have known I was in for problems when I had trouble setting up the appointment. I was told that they did not have service staff on Saturday only to find out later they do. Well, I got the internet and digital installed... only to find out upon returning home that we could not change channels, the technician did not change the channels while he was there. Then the first of hours on the phone to service with rude non-caring staff and lots of "I am sorry..." to the point I finally said apology was not solving my problem.
Finally found one service tech that cared and after about 45 minutes (I was on phone) we got the channel to change... we got to watch TV for a short time. The next issue was that we could only receive 3 of the hundreds of channels offered... again back on the phone, and finally after an hour plus with a service rep, I was transferred to a "special" customer service person who told me that I would have an emergency tech come to my home... never got the promised phone call (at the number I provided them) and I was told they would come in AM after I informed Charter that the 3-5 time they he was unacceptable since we were leaving town.
So, guess when the appointment was scheduled... yep 3-5 PM. I found this out when I returned all of their equipment at their store on my way out of town. Now I guess the fight starts not to get charged for 3 days of internet and no TV... As soon as I can I will change to another service provider and get Charter out of my life!! They have no idea what SERVICE is. They do not deserve to be in business.
WAUPACA, WISCONSIN -- A few months ago I made the mistake of bundling my telephone, TV and internet service with Charter Communications. We don't really have any other options where I live. Recently, we lost all our services before 8 am on a Friday morning. Starting about 10 am I began to phone Charter-- 3 times on Friday, twice on Saturday, once Sunday. Monday we gave up. They showed up late morning on Tuesday.
Each time I called, I explained that we especially needed to have phone service restored. Our cell phone coverage is spotty and never works in our house. I am disabled & have a sick father in a nursing home. Phone service is essential for us. Each time I got a different reason why this was happening and a promise that someone would be out to correct the problem within the next few hours. Someone was always here & we waited & waited. No one ever came until that Tuesday. The repairman who came said the weekend worker phoned in each am and was told there were no issues for him to attend to. Not sure if he was telling the truth or not but it seemed like it.
Now that things are working I'd like to at least get a refund for the days lost however I suspect that will be a huge headache too. At least once a month we lose internet service. When we phone in we are told we need to replace our modem. We never have replaced it and typically our service resumes between 2 and 24 hours. I guess Charter Communications treats customers like me poorly because they can get away with it. They know we have no other options. All I can say is if you can, go with anyone else -- do not use Charter.