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Charter Communications Customer Service Nightmare...
Posted by Captainkbt on 01/01/2009
ST LOUIS, MISSOURI -- Charter cable customer service is absolutely terrible. Over the last 4-5 years that we have had Charter we have experienced several nightmares. First a tree fell across the street and brought down the power and cable lines. Charter connected the service by laying a cable in my front yard in the grass and it took me about 14 calls and several personal visits to their office over nearly a year to get them out to hang the cable.

Second our internet service never worked properly. A tech came out and ran a new cable from the house to the pole and it worked better for a while. After a year, the cable is still laying in our yard.

Third, about 8 months ago they called to ask if I wanted to upgrade to a digital package with a six month "trial rate" lower rate than we already had, so I accepted. They told me the tech would be out a few days later and we arranged a time. He never showed at the stated time and they never called to confirm or check it out. I noticed several statements later that this upgrade was on my bill but since I was getting a better rate for six months, I blew it off until the "trial rate" was over.

Forth, and the best. At the same time our internet was still not getting good reception so I called on 11-03-08 to cancel both the digital package that I never received mentioned above and our internet service. I was told that I could not cancel my internet because I had an "outstanding balance" ($171.21) and that they "would cancel my internet once it had been paid". I immediately paid it and the 171.21 payment cleared my bank 4 days later. Guess what, my December statement STILL HAD BOTH SERVICES, NEITHER HAD BEEN CANCELED. When I called a couple of days ago (12-31-08) to question this and get it resolved the customer service person "Anthony" advised that when my outstanding balance was paid "I was supposed to have called them back to tell them back to remind them that I still wanted my internet service canceled".

When I told him that no one had told me I had to "call back after my payment had cleared" and asked why I had to call them back he said that they couldn't cancel my service "without my authorization". I said "WHAT"?!!! I just told them 4 days before the payment cleared that I wanted it canceled and asked did they have record of that conversation? He said yes, but I was still supposed to call and tell them again and that "that was the way their system was set up". I told him its not my problem the way their system is set up. I lived up to my end of the agreement by paying in full like I was asked to. I went through TWO supervisors, "Diana" and "Charline" and they all sounded like robots telling me the same thing and even adding that they STILL would not cancel it even now (12-31-08) nearly 2 months later because I had another "outstanding balance" ($105.65) which included the 2 services that I asked them to cancel nearly two months ago!

In other words, they are now charging me money for 2 services that I have already asked them to cancel nearly two months ago and no longer use (I have had AT&T internet since October) and one I never had, and STILL will not cancel because they want payment for those 2 services which I told them that I did not want nearly 2 months ago in the first place! It was absolutely incredible display of customer disservice and I feel may have even breached a few consumer protection laws. I Am looking into that.

I felt like I was talking to people from another planet. I have never heard of someone not being able to cancel their service anytime they wanted without a contract. I was so upset I immediately paid the $105.65 and told them to cancel my cable TV now as well and did not ever want to do business with them again.

Charter has been criticized for poor customer support and frequent billing consistency issues, causing the Better Business Bureau to post a warning to consumers about the company:

The Better Business Bureau has received numerous complaints regarding this cable, digital TV, and high speed internet access provider. Complainants primarily allege that the firm had improper billing practices, referred customer bills to collection agencies in error, provided poor customer service, used misleading advertising, provided defective internet or cable performance, used improper sales tactics or misrepresented the actual costs of installation and service, failed to properly install or maintain service, damaged customers' property, and failed to honor service appointments.

According to Wikipedia, PCWorld also ranked Charter's cable Internet service as worst among 14 major Internet service providers.[10] Charter High-Speed is the second-worst-rated cable ISP on DSLreports.com [11] and Consumer Reports indicated in their February 2008 issue that Charter's television/Internet/telephone bundle collectively is the worst of all major national carriers.

Bottom line.... DO NOT DO BUSINESS WITH CHARTER COMMUNICATIONS, YOU WILL LIVE TO REGRET IT!
     
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Posted by Lifemates on 2010-10-11:
Always best to check out the BBB first. For most of these bad companies they have a long track record of bad business ethics.
Posted by Andrew S on 2011-12-12:
I came back to charter because I needed internet where I was moving and Frontier could not get my services installed when I needed. So on the day of the move charter was scheduled to install between 3pm and 5pm. The installer shows up an hour late. He thinks he is installing phone, internet and TV when the order was only for phone and internet. He hooks up the services and leaves the equipment laying on the floor with cords everywhere. Didn't even ask me if I where I wanted the equipment. Then he leaves without giving me a receipt with my account number or security code. So I try to setup an online account for email and to view my bill and you need the account number and security code to do this. I call customer service and of course they are closed. I do the online chat and of course they can't provide account number or security code via chat even after verifying my phone number, address, and last 4 of ss#. The chat rep who I'm sure was in India (which is a whole other rant, don't get me started) said that I would have to do one of these options. Let her send the information to me via snail mail which she indicated would take 7 to 10 days, or I would need to go to a local charter office with two forms of ID one being a photo ID, or I would need to call customer service during normal business hours and they will be able to verify other information to provide the information on the phone. I am dubious about this since they have not opened yet, I have a feeling that I will not be able to get the information over the phone either since I can't think of what other type of verification they will do, unless they are going to ask for my blood type or sample of my DNA which I will not be able to provide over the phone anyway. What is the reason for this level of security I mean they act as though they are protecting State secretes or something. My bank does not even provide this level of security and I would imagine that someone accessing my bank would be able to do a lot more damage than someone getting access to my charter internet, and phone account. This is the most ridiculous thing I have ever heard of. Then the chat rep sited that this is not their policy it is some new FCC regulation that they must follow to protect private customer data. I guess that could be true since it sounds crazy enough to be something the government would come up with, but why does it not work the same for other telecommunication companies, never had this problem with frontier or DirecTV. Anyway I will be calling charter when they open today and I will report back with my experience with the phone jockey I deal with. This whole issue could have been solved if they just would have provided this information in an email or at the time of install. I mean as a customer shouldn't I be able to use all of my services on the day they are installed? This will result in my getting a credit on my first bill and if it does not I will be canceling my services and finding another option.
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Charter bundle price gouge!
Posted by Pissedoffredhead on 12/07/2009
One month ago I received a call on my cell phone stating the she(charter) could save me $40 dollors a month by adding a phone to my internet and cable service, sounded good at the time! not instalation fees, and less per month!!! when I get the bill they charge me a prorated fee of $60 dollors for the first month, i spent hours on the phone and internet to get it correct. with no help at all! I will be moving to another supplier for internet, cable TV, and phone! DONT LET THEM PRICE GOUGE YOU TOO!!!
     
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Posted by Anonymous on 2009-12-07:
Were you charged for the remaining of the first month of partial service and then the full amount for the next month? That's how most companies do it. A prorated fee does not occur every month, so I am not sure where the price gouging happened. Can you please give a few more details on the actual billing cycle?
Posted by skelly39 on 2009-12-08:
Pro-you have it right. If you get the bundle in the middle of a billing cycle, they will prorate the previous cycle's charges and then bill a full new cycle. I just got the bundle and almost spit when I got my first bill, but I knew it would be higher because they would prorate it.
Posted by PiffedNStLouis on 2012-07-07:
I received the same promise, $99.97 which was cheaper than I was paying for cable and internet alone. But my monthly bill is now $135.84 a month when I was only paying $111.86 a month before the bundle. I don't think I like Charter math.
Posted by acharterscon on 2012-07-12:
I agree a year ago to the 24 month same price. Now they said it was 12 months at one price and $20 higher for the next 12 months. I call to report I had never agreed to this and was told basically "tough!" If anyone is having this problem and is interest in a class action suit, count me in. I don't like to be ripped off. I am going to call the utility comm and chamber of commerce to see what recourse I have. They are big cons!
Posted by Cathy on 2012-07-17:
I started out just having telephone and cable. Charter rep called me concerning bundling. After calculating I figure I would save at least 30.00 but when I got the bill it was what i expected. After my bill seem to increase every month after a year now I am up to $165.00 a month. I call to get bill downsized. The rep. told that I had a two year contract. I told her but don't that mean that my bill suppose to stay the same for 2 years. She said if I cancel that it would be $150.00 cancellation fee. charter sucks. I would think they would offer the establish good paying customer a better deal. I cannot wait until April. I am going to show them..
Posted by @ProConsumer on 2013-02-06:
Yes, when you INCREASE the cost of your package, prorated charges will result in a higher bill the first time. However, you either failed to read the initial comment or completely ignored it. She was told by Charter reps that her bill would be LOWER, so prorated charges would result in a lower than normal bill the first month. However, her bill went UP $60. THAT is where the price gouge happened.
Posted by Chuck on 2013-06-13:
There sevirce Stinks they never show up very bad company
Posted by Phil on 2013-08-16:
i changed companies and went with charter due to their better pricing. I was told that i would get the same service that i currently had for 1/2 the price. i signed on with charter and that is when the the nightmare started, the internet totally sucked, i don't know how they claim 10x faster, when it the internet was down 10x more than up and running, the tv service went out and i was told there was an outage in my area, tv and internet never came back up... they sent a tech out and he couldn't get it back up, ol by the way i had charter less than 2 months with countless trouble calls...cheaper huh!!, i guess you get what you pay for, and with charter that is not much....dissatisfied former Charter customer.
Posted by be smart please! on 2013-12-25:
first thing is, you were not informed about future bill.
however, use your own initiative, you should consider your bill cycle and take note the date you change your service. you will be charged by the number of days with new service/rate from the day you add them up to the end of your current cycle depending on your bill cycle on top of your previous service/rate since bill has been generated or printed. if you guys know how to read your statement then you will see there all the details, pro rates, and adjustments. Companies usually credit back the excess to your next bill and usually under adjustment. don't over react, it will boils down to better communication between you and the company or representative if we are all broad minded people....
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Increased Price From 29.99 to 54.99!
Posted by Treecat88 on 04/01/2013
WHITTIER, CALIFORNIA -- Charter Communications should really be re-named because they do NOT know how to communicate. They increased our introductory price of $29.99 to $49.99, after they did a complete switch-over across the board by discontinuing contracts. No contracts usually means a good thing, but to be honest, I would have rather had a contract that ensured a lower price, than to pay a ridiculous amount every month without contract. Unfortunately, 3 or 4 months after they raised our price to $49.99, they increased it AGAIN, to $54.99. We had to call them to make sure our price did not go up to $54.99. Paying fifty bucks for internet is ridiculous, but another 5 bucks, no matter how small it may seem, was NOT going to happen.

Anyway, we got fed up, and called to ask them to lower our bill, and even after speaking to the representative and supervisor, nothing came of it. The supervisor also told me that "we do not HAVE to offer anything to customers," which I stopped her in her tracks to tell her that they pick and choose who they offer lower prices to. Then we got into an argument, which at the end just gave me grounds to move on to a competitor.

A basic round-up of why you should NOT go with Charter goes as followed:

1) Why would you pay $54.99 for internet service when you can go with other companies for WAY less?

2) Even if you like their internet service, their customer service is terrible.

3) They did not do ANYTHING to keep us. Every single time we have called, they tried to sell us on something else that was expensive, even though we called to lower our bills.

4) Don't waste your time with their short gimmick of an introductory price. Other companies at least offer a whole 12 months!!!!

5) I honestly believe this is a failing company that could care less about their customers.
     
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Posted by Peter on 2013-05-08:
There are plenty of HSI providers out there but will you get the same speed they are offering you?
Posted by Sean on 2014-01-15:
I have had same experience as above. If you live in a rural area that only Charter services, you have no other options.
Posted by Ed Bernard on 2014-02-12:
In our area Charter has been given EXCLUSIVE franchise so we have no alternative except ATT and I am about to switch to them.
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Slow internet speeds
Posted by Steve_o_tx on 03/22/2010
FORT WORTH, TEXAS -- I have had charter for many years for my TV and Internet service. Until recently I would have the occasional problem but it was normally remedied in a few hours or at most a day. Overall, I was happy with them.

But the last couple of weeks my internet service has been slow to non-existent. This may be a coincidence but the problems seem to have started when they rolled out the free speed upgrade to everyone. I put in a call to charter on Friday 3/19/2010, described my problem, did the usual modem power off, wait 30 seconds, take the wireless router out of the equation etc.

In the end I agreed to a tech appt. between 10-12 on Sunday, 3/21/2010. On Saturday we get an automated call that our appointment was for 8-10 Sunday. Ok, mistake 1. But the guy comes the next morning and replaces a cable. At first it seemed better although I was not getting what I am paying for which is the 8mb, upgraded from 5mb. After the tech left I did some speed tests and it averaged less than. 5 mb. But from research I have done this is typical, things seem to work better after powering off and on, but soon returns to the previous behavior.

I talked to about 5 different people yesterday.

The tech said I could need to upgrade to a faster speed.
-Umm, I am not getting what I am paying for now, you want me to pay more?

One person told me to take all my PCs in for a diagnostics?
-So it is more likely that every PC in my house is the problem rather than yours?

The next person scheduled another appt for Tuesday. I argued that the tech should come back, but she said they had no more appointments for that day. I asked for a supervisor.

The supervisor just wanted to argue that it was my equipment's fault but did eventually transfer me to someone who seemed helpful, but as soon as they had me power off the modem and it would not go ready again she was unable to help. She noted there was an outage in my area and I would need to call back.

The final person who seemed really helpful said the outage was not in my area and agreed that tech should come back and would get the tech to do a rollback and would check with me in 30 minutes to be sure I had been contacted and also would check with me throughout the day....and then...wait for it...nothing after that.

The kicker....they have already applied a $35 service charge, plus taxes and fees to my next statement.

Conclusion, widely varying degrees of knowledge about their jobs. Shifting the blame to the consumer and making promises they don't keep seems to be the standard operating procedure.
     
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Posted by steve_o_tx on 2010-03-29:
Update: I had another service call scheduled for the following Tuesday. This was cancelled due to an area outage, but I was never informed. Based on my recent experience Charter deserves all the negative comments they get.

Have switched to another provider. They wanted to change my mind, but too little too late.
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Consumer Nightmare
Posted by Barra on 08/05/2008
In a strange way reading all the reviews here has been comforting in the sense that perhaps I'm not crazy. My experience with Charter mirrors exactly the many listed here - unreliable internet service, (I have two speeds, slow and none), hours spent on Charter call center - press, hold, hold, hold, transfer, disconnect, call back - Then hours more with the Charter elite (aka Value Added Service Team) and even more time with wizards at Charter Value Added Service Escalation, who are the only known humans to speak directly with the mysterious and powerful "dispatch".

Like many others, I've waited over and over and over for service appointments that were no shows, no call, only to be informed that the local dispatch cancelled the calls without explanation. Today, Charter Corporate claimed that our last request for service was over 2 months ago and that they have 'no record' of anything else! My recourse? Call 1-888-etc. and hear "We will send out a tech" or "There is nothing else we can do for you.'

I'm now writing to the elected, appointed and anointed powers that be. In the meantime, document & log every exchange with Charter lest they suddenly 'have no record'.

Reading these boards it seems these reports are rampant all over the country and so very similar. Does anyone see a pattern, does anyone think this is by design? Can't one of our esteemed state Attorney Generals go after these guys on racketeering RICO charges?
     
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Posted by Anonymous on 2008-08-05:
Sounds like they are affiliated with Comcast? Both offer NO service.

Good Luck!
Posted by Ponie on 2008-08-05:
'I'm now writing to the elected, appointed and anointed powers that be.' Why write? Your letter will probably be as generalized as this complaint. No specifics. The way to get their attention is to attend meetings of your local government, be it county, township, village, or city. They are the entity that grants the franchise for cable in your area. Being upset at Comcast when they initially entered our area is what prompted me to attend these meetings. Also, it's what got me interested in continuing so I know how my city council deals with what comes before them. It's very enlightening.

OTOH, you can get another service. Contrary to what many people rave, they are *not* a monopoly. You have choices. Make one.
Posted by barra on 2008-08-05:
As far as I know Charter is the only game in town here. In neighboring area there is Comcast, but not here. Works for them I guess.

I've read the minutes of local gov. /psc meetings, folks go up there all the time to address their issues and are duly noted in the minutes of the 'public' section. They describe the same situations; intermittent internet service, slow speed, no connection, no show service appointments, call center run arounds and no resolution in sight. We are paying for service which we receive sporadically.
One can review minutes back a few years and see the same comments, the same responses and the same patterns of complaints. Add that to the similar patterns seen here with folks posting from across the country and it paints an interesting picture. It would seem that Charter's lack of response is actually standardized.
The last technician to come here for internet failure stated "Sorry, you need a lead tech, I can't help you." Last week and again yesterday the lead technician failed to show, no call either. Today another junior technician arrived. He couldn't diagnose the issue, says I need a lead technician with laptop. His suggestion: classic- Call 1-888-Get-Charter because that is their 'process'. So we're back to "May I have the last four digits of your social security number please? I sorry for your inconvenience, would you like to purchase Charter Bundle?" Ahhhhh! These folks just don't get irony, nor do they get missed time at work etc.

Recently saw two articles indicating that Charter Techs have brought a class action suit for unfair labor practices. Also another outlining why Charter is a takeover target. This is an outfit with some questionable practices and an Attorney General should be looking closely at it.

http://seekingalpha.com/article/85233-stay-away-from-charter-communications-bankruptcy-filing-looming

http://www.multichannel.com/article/CA6541795.html
Posted by JUNEBUGANDRUS on 2008-10-12:
I have charter internet and at least 2-3 times a month if not more I have no connection at all. Dealing with the run around and "Oh you have this department you need this department" being transfered from one person to another is a terrible hassle. I hate them. I wish I would be younger and more computer savvy because I would find a different more reliable provider. I am NOT exaggerating. 2-even 5 times a month I have no internet connection, or my icon says I am connected but no pages will load. I am very frustrated and wanted to warn others. If you are young and not sick and have the patience, do your self a favor, look for a DIFFERENT internet provider, especially if you live in CT. Charter Internet STINKS.
Posted by sobitthen on 2008-12-10:
Starting this week, random times, inability to connect to internet. Disabled my router's firewall, remove for testing, turned off Window's and Norton firewalls, same problem. Keep getting the generic unplug this, wait.. support. I am a support provider and I know when I have issues outside of my environement and this is one of them. They are setting up appt for tech to come to my site and may bill me. Only happens during daytime, appears to be a DNS server overloading or crashing, they claim my modem has been online 24/7. I reported the neighbors guywire had snapped leaving their power lines across the Charter/phone/and other power lines, asked if that could cause some interference, put on hold, sttod out in alley in 10 degree weather on hold 15 minutes, hung up... See what the tech finds out..
I do get random issues, mostly short lived, but this current one is very annoying, esp when I live with the internet, it feeds me...
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Charter Bundle Sucks
Posted by Mzval on 04/12/2011
MONTOGMERY, ALABAMA -- I am a very loyal disgruntled customer after 4 1/2 years with this company my bill increases $100 bucks. For some odd reason after 4years my "PROMOTION" ends. How can you stay on a "PROMOTION" for 4years. Needless to say the internet sucks, the channels freeze or it says "You are subscribed but we are having trouble with this channel. I am not sure if it has always sucked but after an illness forced me to stay home I can say they truly suck. The are not a company that sticks to what they tell you. If you tell me that since I am having problems with your services I will be discounted for an error on their behalf I would like to see it on the bill. I can't keep paying almost $300 for cable/internet/phone services when everyone in the house has a cell phone and I have to buy Mobile Broadband to get on the internet in my bedroom when I have a wirelss router through Charter. All I can say is Charter really sucks!!!!!!!!!!!!!!!!!!!!!!!!!!
     
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Posted by trmn8r on 2011-04-12:
Almost $300 for an internet/cable/telephone bundle? I had no idea that was possible. I haven't heard of a $200 monthly bill. That is extreme.
Posted by Anonymous on 2011-04-12:
They only suck as long as we allow them to. Move on to another company. While there are horror stories about Comcast, I love em', and you may want to give them a try if it's an option. I pay $140/mo. for my internet, phone, cable.
Posted by partyhero on 2011-04-12:
I just got Charter and right now due several issues, the jury is still out on them. For that matter, they are here now attempting to fix a phone issue. A review will be forthcoming once everything is in place.
Posted by momsey on 2011-04-12:
We pay over $200 a month for our FiOS bundle.
Posted by Umatter2Charter on 2011-04-13:
Hello mzval,

My name is Seph Wahl, and I am a Communications Specialist with Charter. I'm very sorry to hear about the issues that you are having with the billing and the Internet. I would be more then happy to see what promo's are available to you and also address any other concerns that you may have. 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.

For additional information on the Charter Social Media team, please check us out at http://www.charter.com/Umatter2Charter

We look forward to helping you resolve your concerns.

Seph Wahl
Communications Specialist - Charter
http://www.charter.com/Umatter2Charter
Umatter2Charter@chartercom.com
Posted by mzval on 2011-04-17:
The guy name Seph Wahl has never contacted me. More BS from Charter.
Posted by momsey on 2011-04-17:
Did you contact him?
Posted by TONYA on 2012-07-09:
CHARTER IS AWFUL!!!!!!!!!!!!!!!! I HAVE HAD SO MANY PROBLEMS WITH THEM THAT IT IS AWFUL!!!!! I HAVE FILED A COMPLAINT WITH THE BETTER BUSINESS BUREA I CAN NOT DEAL WITH THESE FOLKS ANYMORE!!
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Charter Buyout Scam
Posted by Pnmbyrd on 02/15/2014
FORTSON, GEORGIA -- Charter enticed me to come back by offering reduced rates on bundled services and promising to buyout my current contract with another provider. After not be able to use their web site to file for the buyout, I called and received a physical address to submit the documents required to qualify for the Buyout. After several months, I called Charter and informed them that I had sent the buyout information by certificate of mailing two months earlier and gave them the number. Three days later I received an anonymous e-mail from the Charter Buyout Team informing me that I had not submitted the info within the required 60 days. I called Charter again and informed them again that I had a certificate of mailing and copies of the documents I had mailed. The representative was very apologetic but said he could do nothing. It was not until I filed a complaint with the State Public Service Commission that Charter requested the doc's and cert. of mailing. Even then it took another two weeks for verification that the $200 was credited to my account. And I still will have to wait another month for the credit to work off my account. During the course of this process I spoke with over fifteen representatives from over the entire country. Each time I had to wait on the phone and with each representative, I had to start over from square one. The process took over four months and I have also filed two FCC complaints because Charter has not complied with Federal and State laws mandating that Charter provide contact information of the local franchise authority. They have acted in bad faith and although I will finally get what they promised, it has cost me hundreds of hours in legal research, telephone calls to Charter, the FCC, the Public Service Commission, the Governor's Office of Consumer Protection, my state senator's office, etc. I also attempted to resolve the issue by driving 20 miles to the local Charter office, which by the way, does not have a telephone number which you can call. You must call the GETCHARTER national number. The process is designed to discourage the consumer from seeking a remedy. My local state rules and regulations do not provide penalties or fines that I can find although the state law provides that the Governor's office of Consumer Protection "may" provide for fines and penalties. Charter lobbyist are strong in my state and work closely with some of the elected officials. The FCC requires that the provider, Charter, identify the Local Franchise Authority but Charter did not provide all the information on the bill and will not provide it in spite of numerous e-mails and phone calls. Charter also misrepresented the facts during the PSC complaint, which is processed on line. My experience is that Charter abuses the consumer with impunity in spite of state and federal laws. I costs the consumer too much time and effort to force Charter to abide by the terms of the contract. Since there are no fines and penalties available with the informal consumer complaint processes, Charter and other providers little incentive to follow the laws. The only thing they are concerned about is the number of complaints that are documented and most people are so demoralized after the long waits on the phone and the inability to speak to the same person, that they do not document their complaints. When a cable provider wants to expand their territory, the authority who issues the franchise will check the number of complaints lodged at the PSC, BBB,etc and then and this information is considered when determining if a franchise license is issued in a new area. So if you want to protect others from these predators, document these complaints and file them with the PSC, FCC, etc..One can also file complaints with many of the local franchise authorities but this option is hidden from you by the providers. They have to make the Local Franchise Authority point of contact known to you but they do not let you know you have the ability to file complaints with most of them, especially when there is no competition in your area. Read Susan Crawford's book, "Captive Audience" which exposes the fact that US rates are higher and service is inferior to countries such as Sweden, Korea Japan and even China. So the consumer pays more money for an inferior product and along the way suffers from Customer Service that does not meet the standards set by the FCC. Look up section 76.309, Customer Service, contained in 47 CFR 76. 309. Tired of being placed on hold for up to ten minutes? Pay special attention to subsection (C) of 76.309, where it specifies that telephone answer time by a customer rep., including wait time, SHALL not exceed 30 seconds. Go the the FCC web site and file a complaint. You can talk with an FCC representative who will assist you or even file it for you. Until we all take the time to document the abuse and file complaints, cable and internet providers will continue with this massive theft and hire more lobbyist which will ensure that service will continue to suffer. .
     
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Posted by nikalseyn on 2014-02-18:
Sounds like you have done your homework. Good job. As for Charter, I ran into a vaguely similar situation with them a few years ago. They offered "coupons" for $5 off your monthly bill as an incentive or reward for something, I forget what. In any event, they never would send them. This happened for two straight years. I ended up calling them at least three times each year until I finally got them.

I finally got rid of Charter tv, kept their internet as it is fast and reliable, and now stream to my heart's content via Roku, Netflix, Amazon and a host of other sites. I encourage everyone to drop the expensive television and go to streaming instead.
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Getting Charter to service an "unserviceable" address
Posted by Twineshot on 01/29/2014
MCDONOUGH, GEORGIA -- 1 year ago almost to the day I closed on and moved into my new home. During the set up 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 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 teams 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?
     
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Posted by Paul on 2014-01-30:
The other people need to contact Charter independently - you attempting to act as a proxy for them isn't going to work. My suggestion would be to spend your time spreading the word to neighbors, but if they haven't already inquired, there may not be the demand you anticipate.

Cable companies don't make these infrastructure decisions quickly or without a predicted rate of return.

This shows that checking the availability of such services prior to moving to an address, if this is a priority, is a good idea. I am considering moving myself, and internet access will definitely be a priority, so I can post here on my3c.
Posted by nikalseyn on 2014-02-02:
Charter internet is really good and usually reliable. You really do not need the 100mbs. Their 30mbs is very good for individual homes. However, perhaps Charter's reluctance to do anything is a blessing in disguise and their TV service is way over-priced. We had it for decades and finally kept the internet and dropped the TV last year. We now stream via a Roku box and Netflix, Amazon Prime, Acorn, etc. The monthly savings is close to a hundred dollars. The little secret cable companies will not tell you is that you do not need them anymore to get all the television programs you could ever want for much much less.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
You Couldn't PAY Me to Use This Service.
Posted by Nikolai.egorov9 on 12/05/2013
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.
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Would Not Hook Up My Service!!!!!
Posted by Berrymark43 on 09/16/2013
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 or cry babies 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.
     
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Posted by cmthru on 2013-09-17:
No company tech will 'fish' lines through walls. They will run lines long the baseboard only.
You have to hire an independent contractor or do it yourself. The same applies to running through the attic. Since you have the HDMI cables I don't see why the tech did not use them. I believe that Charter as well as other providers have a distance as standard from their outside junction to the house. Anything beyond that limit is a special install which they may and probably will charge you for. The tech should have told you about it.
Posted by Cu on 2013-09-17:
I think the problem is that you are asking him to do wiring tasks that should be done by an electrician at your expense. He there to get cable to your house, not to run wiring inside your house.
Posted by jonthethird on 2013-09-18:
Most companies will not do wall fish: there are private companies who specialize in that.
A distance over 100 feet can lead to problems with signal loss if standard cable is used. That is the standard most companies use. RG6 will lose about 6DbVm at 100' at the top. Most taps are set around 15, so you have 9 at the house. You have 5 tvs, and, probably, a modem. The modem split is about 4db, leaving you with 5 into the splitter bank. where the loss is another 11. That leaves you with -6 or so, if all the fittings are good every interior line is good, etc. That will work, barely. But, it is a setup for ongoing service calls.
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