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.
STOCKBRIDGE, GEORGIA -- I scheduled an appt with them between 3 pm and 5 p.m. My technician was not here by 5:30. I called, they told me he was on the way... 2 hours later he arrived. Upon 3 minutes of his arrival he came in and told me that he was unable to do the job due to him not having a ladder that was tall enough. I asked if another technician could bring him the equipment out he told me now he would have to reschedule my appointment time before they can do anything.
I told him Monday would be a good day and he tells me there's nothing available on Monday so I'll have to wait until the end of the week. How is it my fault that they were not prepared? I could not tell you but they definitely did not do anything to help make matters any better so therefore I just cancel the entire service even though I wasn't even a customer yet. If they can't even get the installation process done properly I would hate to have them as a carrier and have to go through the type of customer service that I had. Supervisors were no help nor were any of the people that spoke with at the 800 number.
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.
BOONE, NORTH CAROLINA -- I don't understand Charter's marketing. I get about one junk mail piece a week from them (I'm a Charter internet customer) with all kinds of misleading information on the envelope to get me to open and read it. The envelope will say, "card enclosed" to make me think it's a credit card, or "Important Billing Information" to get me to open it and read it. It's ALWAYS a promotion to ask me to upgrade service.
Why in the world would I upgrade service with a company that constantly tries to trick me?? Maybe they get some suckers through this approach, but they've definitely turned me off and I will look for any way possible to avoid them in the future. It's very shortsighted on Charter's part, and I hope they bear the consequences from a lot of annoyed consumers dropping their service.