COWPENS, SOUTH CAROLINA -- CHARTER COMMUNICATION, ARE YOU ROBBING ME WITH MY EYES WIDE OPEN? Is it me, or am I the only one whose cable bill is slowly rising every month? Tell me Charter Communications, how can my bundled bill, phone included, start out at $125 a month and end up $245 a month? When I haven't added nor ordered any movies to cause my cable bill to be sky high. Are you seriously robbing your customers with our eyes wide open and think we wouldn't notice it? I think it's time I started shopping for a new internet and cable service. ANY SUGGESTIONS ANYONE? MOST DEFINITELY NOT AT&T.
MCDONOUGH, GEORGIA -- 1 year ago almost to the day I closed on and moved into my new home. During the setup of all my utilities I ran into a problem getting Cable Internet from my local provider (Charter). Which I thought was weird because I moved into a neighborhood quite literally one mile from where I had previously lived and had Charter's 100mbps internet. After researching the issue a little and talking to Charter I was told that I am 400ft from a tap, which is considered unserviceable. In fact my neighborhood of over 60 homes and just as many lots waiting for construction has no access to cable internet of television at all.
I live just south of Atlanta in a pretty big town, not like I live in the sticks so I was extremely shocked that 1) Charter didn't already have cable run to this neighborhood and 2) that I was getting such a run around trying to get someone, anyone from Charter to take a look at the neighborhood and see about getting me and my neighbors TV and internet. I have called Charter's corporate number to see if I can get the ball rolling on this (I realize these things take time). I was told that all inquiries of this nature have to go through my local Charter office which is actually 5 miles from my house.
So I drove there and I was told they would have a site survey of my neighborhood to see what they could do. That was last March and I never heard anything back. So about 2 weeks before Christmas of 2013 I went back to my local Charter office to try to get some answers. I was given the same story about sending a site survey team to take a look. I was sure to leave my Name and contact information, and I also asked if I could please get a call with the site survey team's determination. I have yet to hear anything again.
After having been a Charter customer at my 2 previous addresses (both in the same city I currently live in) for 4 years I have to say that I am Extremely disappointed in Charter for giving a once loyal customer, and a person trying to get services for themselves and their neighbors this poorly. Is there anyone out there that has experience with this situation that can walk me through getting the ball rolling on this problem?
COLUMBIA, TENNESSEE -- I live in Thompsons Station TN. We are about 10 minutes from Spring Hill and 20 minutes from Franklin TN. You guys (Charter) service my area. We built our new home and moved in November 2012. Half the street has AT&T and half the street has Charter. Our dilemma is that our house is 1425 ft from the road. However my Mother-in-Law's house is at the end of our driveway and has Charter. We have been round and round with the customer service lines, had technicians out and even went as far to go to the Columbia TN local office to speak with someone and you guys still deem our address unserviceable.
The problem is the line is too far from your guys' standard 250ft for you to install it, which was fine. My husband volunteered to put the line in himself, as he installed our electric and water line so you guys could install the internet. They refused. OK he then said he would pay you guys to install the line, they told him they don't do that anymore. They used to pay half the cost and the customer would pay the other half but now you guys won't even consider putting the line in and letting us pay for it??? Not understanding.
The problem with this is my job wants me to work from home. However they will only go through a secure line so I can't use satellite or my current Verizon Wireless router. I could understand this if we lived on the side of a mountain and had to use cups to make telephone calls but that is not the case. We are not in that rural of an area. There is a subdivision that backs up to the right of our house and someone has Wi-Fi b/c it dings on my phone every day. So why is it that we offer to pay and or install the line but you guys just refuse to help at all. My mother-in-law lives at the end of my driveway and has your cable and wireless internet. I just need some help on the matter.
HASTINGS, NEBRASKA -- I went into the local office to explain I did not have internet. It was 9 am and all the service techs were loading their vans. I explained to the office lady that yesterday a spectrum van went into my neighbor's fenced yard, climbed up the pole. He then went into my fenced yard, got into the cable box on my house. He was in our area approximately 30 min. I said to him, "I don't have cable TV and neither does the other people in my duplex." He said, "I know." He finished and left. I asked my neighbor later why he called them. He said he had not called and had no knowledge they were here. When the service person left I had no internet connection.
I called into customer support. Had to go down 25 steps being disabled because the original installer put all the equipment down there and no one that has been out to service my prior cable phone or current internet will move it upstairs. I messed with the modem and router several min. at the rep's request with no luck. She apologized and said I couldn't get a tech till Saturday.
I work on Saturdays, so this is a very inconvenient time but I really need the WiFi. When I explained to the local office of the situation, said it would be Sat. The office person said, "Yep." I explained the situation was not my fault and I thought I should get credit for non service days. She ignored my comment and insisted they didn't show anyone in my area yesterday like I was a liar.
WISCONSIN -- My internet went down. The reps tried to claim my problem was in my home in an attempt to charge me for the service call. The next morning I asked my new neighbor if they had a problem. They told me they had a new install and the installer had to come out again to fix a problem he couldn't fix the day before. Long story short - the vice president of Charter called me after venting my wrath discovering that the installer cut off service for the entire neighborhood. But they still wanted to charge me for a home visit. I made them cancel the appointment, but not after going through call after call complaining that they have no idea how to treat customers.
They could tell that no signal was returning from two separate modems mid-afternoon the day before, but no clue that the entire neighborhood was lost at the exact time the installer screwed everybody's service for 48 hours. Wisconsin leads the Midwest in complaints and only is outdone by California with 7 times the population. California=38,332,521 /Wisconsin=5,742,713. How is that even possible? It's because they suck so bad and are a ripoff!
CRESCENT CITY, CALIFORNIA -- I wish I could give them zero stars. Charter is the worst thing that's ever happened to me. They couldn't pay ME to use their service, it's so painful to even attempt to utilize. My internet speed is constantly at 00.03 Mps out of 30.00 Mps I'm paying for. I'm dead serious. When I called tech they sent a guy out to take a look. "Well everything looks fine so I don't know what the problem is", and he left me with this broken interwebs. I've never been so disappointed in my life. I'm now Googling dial-up services in the area, do people still provide dial-up? I remember it 10 years ago and it was faster than this. I wouldn't mind going back to it at this point.
LOCUST GROVE, GEORGIA -- I had a tech come to my home and give me 100 different excuses why he couldn't hook my services up. He did not want to do any wall fishes (I was willing to pay). He wanted to run cable outside of my house instead of in the attic. Also did not want to put the outlets where I wanted them because they was on opposite walls. I have had Charter before and loved the service, just think half the techs are crybabies who don't want to do any work!!!
Another excuse was I was getting 5 HD boxes. He said he couldn't hook that many up 'cause he didn't have HDMI cords. Well I did, he instantly went to other excuses then it ended up being I was 300ft from my home which all my neighbors have Charter. I walked the same path he did and counted 280, seems to me he just didn't want to do his job. How bad, I am a paying customer and getting all 3 services and 5 HD boxes.
PASADENA, CALIFORNIA -- I was offered the phone & internet service. Since my current provider is not good enough in speed terms, I decided to give it a try. The salesperson spent an hour going through the process and the price looked competitive. HOWEVER, he never mentioned that the modem that Charter would give me was an ARRIS TM822 (wired modem w/o wireless router incorporated). He never mentioned either the extra charges for wireless service installation fee nor the monthly charges for wireless service. TOTAL WAS 79.99 + 3.99 each month for wireless service (?).
A guy came and installed everything. He pulled out a yellow wire from the modem and asked me to connect it to the laptop. I thought he was doing that just to speed up the first connections. Then he said, "OK you can unplugged the wire." Good, I signed and he left.
After a while I went to check my emails and I didn't have internet. Called them and they surprised me with "Oh your order didn't include a wireless modem, we can provide you one for only 49.99 (activation fee)." They never apologize for the intentional misinformation nor offer me to waive all the charges and fix the problem. ON top of that, they want me to drive to their office to return their outdated modem and cancel the service. I'll do it, I can't trust a company that behaves in such unprofessional and unethical manner.
I am just going to list the sequence of events, and not add any of my personal thoughts or opinions. The facts clearly speak for themselves. Monday, 5/3. Around 1:00 PM. Brief power outage. When power restored, no internet. Called Charter, got a recording that said that there was a problem in my area, service would be restored in a couple of hours. Still no service at 8:00 PM, so I called Charter, got the same recording. Wrestled my way through the voice prompts to finally get a live person on the line. After trying many things, tech said that modem was bad and promised to overnight a replacement.
Tuesday, 5/4. No replacement. However, internet access most of the day was OK. Wednesday, 5/5. No internet. Replacement modem arrives. Swap modem, no internet. Spent a long time with support - couldn't get internet. Will have to send a tech out.
Thursday, 5/6. Tech arrives, but we have internet access when he gets here. Tech checks, have had the internet for the last few hours. Tech says that other houses on our street have had similar problems - he was at our neighbor's house the day before, and the person across the street was also out. Tech leaves. 10 minutes later, no internet.
On phone with support for a long time, they need to set up another call. I tell them that the problem is clearly not inside our house, since multiple residences have been affected, but this doesn't appear to be useful information to the support person. He needs to set up a visit with us. The visits are difficult to arrange as my wife and I both work during the day. We finally set a firm appointment for between 5:00 and 7:00 PM on Friday.
Friday, 5/7. I leave work early, had to leave part way through an important meeting, to get home by 5:00. No tech shows up. I call and I am told that the tech came between 1:00 and 3:00 on Friday. I get disconnected and have to wade through the voice menus and start all over again explaining everything. I request that a tech be sent out today, as we have been without internet since Monday, and they screwed up the scheduling. Sorry, can't do it.
I ask to speak to a supervisor, am put on hold for 28 minutes, finally get a supervisor, doesn't help at all. Appointment set for Saturday between 1 and 3. My wife and I have to cancel plans for Saturday but we really need the issue fixed, so we do.
Saturday, 5/8. Tech shows up and seems competent. He replaces the line coming into our house, and reports that some piece of equipment outside needs to be replaced, will have to order the parts. Internet working when he leaves. A short time later, no internet. Call support again, finally get the internet back but only when computer is connected directly. Support person promises to call me on Monday with a status on the parts and next visit out.
Monday, 5/10. No call from support. Internet access available intermittently when one computer is connected directly.
Tuesday, 5/11. Still no call from support. I call support from work and I am told that someone was out to replace something on Monday, 5/10, but that DHCP had not been turned on for our account. Support person turns it on and I am told that we have a good internet connection. I ask why I wasn't notified that the work had been done. Support person doesn't know. I get home and yes, the one computer has the Internet, but when I connect it to the router, nothing.
I plug the modem back into the one computer directly - no internet. I call support again (and, on every call, I have to wade through countless voice prompts to finally reach a support person who once again has to verify all of my information and then has me describe the entire problem all over again). This person says that no, nobody came out to my house on Monday. And also that there are no service calls scheduled for my house. Then I get disconnected.
I call back, having to again go through all of the voice prompts and then have to again verify all of my information and then have to start over explaining everything to the new support person. I am told that I need to buy a new router (mine is a high-end Cisco router, 3 months old) as it is messing up their DHCP. By the way, at this moment my router isn't even turned on, and the modem is plugged into the computer directly. I realize that I am not likely to get anything useful out of further conversation.
We schedule a tech to come out the next day, and the only time that they can give me is between 4 and 6 PM, as there is nothing available in the evening. This is very difficult to arrange, but we go for it. I then get a call from their automated system asking me to confirm that the appointment scheduled for between 8 and 10 AM tomorrow morning is OK!!! I just got off the phone after scheduling it for 4-6 PM, and 5 minutes later it has already been screwed up and set for 8-10 AM.
I couldn't call them back as I broke the phone when I slammed it down in frustration. We have been without the internet for 9 days now. Anyone reading this sequence of events can determine for themselves the competency of an organization that has handled a problem in the fashion that I have outlined. The fact that appointments are scheduled for one time yet somehow end up at a different time, more than once, is mind boggling.
Every complaint about this company that I've read on these pages rings true for me... I've experienced many of the situations described by others: Frequent/chronic mystery service interruptions to both cable and Internet service - in which the company often advised the problem wasn't theirs, that it must be my personal equipment (although the problems were, without explanation, always *resolved* on their end without involving my personal equipment at all); endless transfers during customer service phone calls, re-telling my story over & over.
Being placed on hold for over 30-minutes by an overtly rude customer service representative when I asked to speak with her supervisor; and being yelled at by the supervisor when I advised how frustrating the situation had become to get resolution to a chronic service-interruption problem. About a year ago I decided I'd rather be without TV/Internet at all than use this company any more. I had them remove all of their equipment from my home & canceled all services. (I now have wireless Internet service - without one single service interruption ever!)
Recently, I caved & decided to give this company another try for cable TV. Wrong decision. When ordering a service package (that included TV/phone) & arranging installation, I was quoted a specific monthly cost. I verified verbally *3 times* with the sales representative that the cost he quoted to me was exact and I wouldn't be charged a single penny more than he'd quoted. He confirmed clearly & absolutely that the quoted price was firm, not a penny more, for 12 months.
Three days prior to scheduled installation, I received a call from a different customer service representative to confirm my order - she quoted a new monthly price that was nearly $40 more than the original quote. I told her of the original quote; she denied that original quote as having been valid, and advised that the additional nearly $40 in monthly fees were taxes. (Seriously?) At this point I told the service representative to cancel my installation order; that I wouldn't be renewing service with this company after all. She said she couldn't, and gave me a different phone number to call.
I called immediately, stated clearly that I was canceling my service request - that I would not be doing business with this company. Two days after canceling the installation appointment, I received a phone call from the company to confirm that installation representatives would be at my house as scheduled to do the installation. I called *once again* to state clearly (once again) that I wanted no service from this company - now or ever - and that no installation representatives should arrive at my home because it would be a waste of their time.
The operator I spoke with said the company didn't even have the phone number on record that was used by them just hours earlier to advise me that installation was confirmed: Installation that had already been canceled. Hopefully, I've learned my lesson. Never in my life have I personally experienced worse vendor service or encountered worse customer service. I actively let my family & friends know about my personal experiences with this company when I hear they're considering becoming a customer. My instinct when hearing of this company and its services is to turn and walk away; as fast as possible!