Charter Communications Internet Service - Page 2

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Getting Charter to service an "unserviceable" address
Posted by on
Rating: 2/51
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 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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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.
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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Charter Is Horrible
Posted by on
Rating: 1/51
STOCKBRIDGE, GEORGIA -- I scheduled an appt with them between 3pm and 5 p. m. my technician was not here by 530. 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 its 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.
     
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Keishae1 on 2013-07-12:
I don't have charter, but just moved to Stockbridge, GA. I have called them numerous times and the customer service is TERRIBLE! The reps seem to not care, aren't compassionate, and honestly don't give a d**m. They are very robotic. Despite,AT and T cost I may just use them.
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Bait and Switch
Posted by on
Rating: 1/51
LACOMBE, LOUISIANA -- Locked in "price Guarantee" for 24 months. Bill is $90 for Basic cable and 15 M Internet. Called and offered to pay my termination fee of $47.50. Asked that since I was losing my job next month and really needed to reduce my bills if I could cancel just the cable service and keep the same Internet speed at the current rate I was paying of $39.99.

They stated to keep the same Internet speed would have to pay $ 53.99/per month and termination fee. I am very upset that I have paid my bill on time for the last 5 years and they are wanting me to pay $15.00 more for the same service or he offered me $54.99 for double the speed. Gee Thanks, but no thanks!!!
     
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leet60 on 2013-02-13:
It sounds as if the initial package you purchased was a bundled promotion. Individually the services almost always cost more. Prices for these services are constantly changing and likely the internet price has increased since you initially signed up.

Very few companies have interest in "customer loyalty" (I.e. long term customer, paid on time). They simply have too many potential customers and often a virtual monopoly for service in many areas.
Albany La. on 2013-03-07:
I had a 1yr bundle (no contract) just expired and now they want much more $$. Their rate chart which can be printed out from their "terms" link, takes an attorney to figure out the bottom line of costs/mo. It's gotten to be a ripoff.
Seniors like me can't afford these prices and the tv is my only company. Sad sad.
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Payment Not as Promised
Posted by on
Rating: 2/51
TAYLORSVILLE, NORTH CAROLINA -- After the promotion ended, the price shot way up there. I called and they split the difference with me, I was satisfied. I thought that was the end of it until today(about 6 or 7 months later). I got home and my bill had gone up about $20. I thought there must be a mistake, so I called Charter. They said it was no mistake. They said my promo had ended. I explained to them that I was not in a promotion deal. They said they couldn't offer me that price anymore. WOW. Then why did they make that deal to begin with? I asked if they had any reasonable deals I could go with. I was told that my new price was the cheapest I could get. I tried to even get a lower speed, but they said they don't go lower than 30 mps anymore. I don't even need that much to surf the Internet. After they get you in their service they sure don't do anything to keep you. Apparently, they think they've got you since they're the only CABLE Internet provider. Well, I'm sure going to try another provider. They're disconnecting mine tomorrow.
     
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Constantly Calling My Phone Trying to Advertise and Also Not Following Through With Price Quotes
Posted by on
Rating: 1/51
LONG BEACH, CALIFORNIA -- I just moved to my apartment at the end of March. Unfortunately, I could not get Direct TV or any other cable/internet service in the area. I was quoted a price of $89.99 for both cable and internet. The customer service representative said she would call me back the next day about my installation. No call whatsoever nor did she follow through on the price quote. I get my first bill and they charged me over $110. I called customer service and they didn't know what I was talking about when I told them that I was quoted $89.99 and of course there were no records of me calling. I finally got that fixed and meanwhile, I have been getting telemarketing calls from Charter several times a day every day since I've activated my service! This is ridiculous.

I called Charter Customer Service yesterday afternoon to have them take me off the calling list and they had the nerve to tell me that there was no way to contact their telemarketing department. And then hung up on me. I've been in customer service for 13 years. You're going to tell me that there is no communication between the 2 departments and pretty much I would just have to deal with it? I got yet another call today and I picked up and told the representative to take me off the mailing list. He just kept talking and trying to sell me more services and had the audacity to ask me how long I've been a customer. If you know that I'm a customer, you should know how long I've been a customer. And then he told me that I was paying a certain amount per month and I told him I was not and he proceeded to argue with me about how much I was paying.

After I told him for the 3rd time that I wanted to be taken off the calling list he said, just kept talking so I hung up. I'm ready to cancel the service because I have never been harassed this much by a company that I'm paying for service from. Horrible customer service!
     
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DebtorBasher on 2012-05-02:
This is exactly why my cable company doesn't have my phone number. When I gave them a phone number, I reveresed my last two digits...hey, if they catch on, they will just think it was a typo error....but it's been about 10 years and I've never had a call from them yet.

I guess if you're getting Internet through them, they would have your phone number...that's another reason I don't bundle.
jktshff1 on 2012-05-02:
Next time they call, in a calm voice, use the most obsene language you can telling them what you think
old fart on 2012-05-02:
jktshff... I keep getting calls from an Indian phone room trying to sell diabetic supplies. I use the most obscene abusive language I can think of.
It keeps them away for three or four days.
old fart on 2012-05-02:
At the age of 72, I have amassed a cuss word vocabulary that would make Satan puke in embarrassment....
jktshff1 on 2012-05-02:
you and me both.
jktshff1 on 2012-05-02:
insult their nationality
old fart on 2012-05-02:
That only works for a while...
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"special Promotions" aren't so special! I was charged more than agreed!!!
Posted by on
Rating: 1/51
MAULDIN, SOUTH CAROLINA -- I just started my internet service with Charter & was fine until I received my 1st bill...When I called about the promotion being offered @19.99 I specifically asked the salesman if that would include wireless. I was told YES! I ad a modem & router of my own but it was not compatible with their equipment. Therefore I was informed I would have an additional $7.00 chg per month for their modem etc. This was OK with me.
I rec'd my bill today & I am being charged the agreed 19.99 BUT I am ALSO charged 14.99 extra for wireless. Now when the guy came to install my internet, he brought the modem in 1st that was for just internet & I told him I was supposed to have wireless. He changed the modem & neither did he tell me that it was going tobe extra 14.99 either.
My previous internet company never had the same amount on my bill either after their "special" ran out. I CONSTANTLY stayed in contact with them trying to get my bill straightened out each month. To top that off when I moved a month ago, I had called them in plenty of time to arrange the transfer of my internet & instead of them transferring it, they turned it off, FOR NO REASON! Then could not tell me exactly what happened. SO.. I left them & that is why I contacted Charter to begin with.
I am on a fixed income & that is reason I looked for special prices. I enjoy internet because I cannot afford to go out or shop much.
I expect a deal to be a deal. SO..I contacted Charter today & told them to just cut it all off because I don't need their internet that badly.
They acted as if "so what"? We don't care! Well this seems like they got a little too big for their "britches" as my grandmother used to say & as if losing 1 customer doesn't make a difference! But from what I'm reading here, seems to me like I'm not the ONLY 1!
To top it off, I was told I could return their modem & if not & they send someone to pick it up, I will be charged an ADDITIONAL $45.00. I WILL NOT PAY CHaRTER any more than I legally owe. And by the way I haven't had my service but 1 week today......NOT 1 MONTH so I think THEY WILL OWE ME!
It all goes back to "THE ALMIGHTY LOVE OF MONEY!!!!!" I may not be rich but I don't lie & rip people off! Maybe that's why I'm not rich!!!!!
     
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D Fuller on 2012-04-26:
I would also like to add to my above complaint. I told Charter that every time anyone calls in about their services we always get meaasge that all calls may be monitored or recorded for whatever purposes.If I lied to them or gave them false info I am sure they would lose no time going back to the recording for their benefit, then WHY CANNOT THEY GO BACK and LISTEN TO IT TO PROVE I WAS TOLD YES WHEN ASKNG IF THIS PROMOTION INCLUDED WIRELESS!!!!!!!!!!
That's a whole new ballgame huh?
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Not Willing to Hook Me Up, Even if I Run the Cable!!!!
Posted by on
Rating: 1/51
HOUSE SPRINGS, MISSOURI -- About 1yr ago(May 2011), we bought a house. My options for TV were Satellite or Charter Cable. And for Internet, my option was Charter Cable or AT&T DSL. The previous owner had Dish and AT&T. I was used to Uverse speed, so I went with a package from Charter. Called them and all went smooth. The install tech showed right on time(yeah). AFter a few minutes, he told us that he had to contact his office to see what he can do to get us hooked up. He was concerned that we did not have a cable run to the house that he could find and the house was just over 400ft from the road(where the service poles were). I told the installer that I will buy 500ft of cable and bury it myself, that was not a problem. After a few phone calls by the installer, he said that Charter cannot make runs over 300ft and apologized then left. I called the 800 number and tried to get some explanation, but all I got was, "the install group says that we can't guarantee a quality signal over 300ft, therefore we will not be able to offer you service." I was not happy with that answer, but let it go since I had other stuff to do. I went ahead and got Dish and AT&T DSL.

Fast forward, January/February 2012. I called Charter again, to see if I could get some different answers. I explained my previous situation, and they made an appt for a tech to come and do a site survey. Good, I thought, I can speak to a technical person that can give me the real story. During the site survey, the tech said that the signal would be okay for that distance. But Charter will not pay to run the single line service to my house because they(charter) would have to run the cable under the road to get to my house. He said that I could go to my local office and see if their installers would be willing to run the cable or let me run it down to the road for them to hook up. I didn't like that answer either. Especially since their cable actually crosses over my road at my neighbors driveway, just 10ft from my driveway. Why can't they just hook me up at the access point, run the cable back to the other pole and cross the road and I'll take it from there?

I would love for a customer service escalations or Operations executive to call me and explain why they are unwilling to provide service, to a very captive customer that has no other real options for high speed internet and reliable TV service.
Company Response 4/6/2012:
Good morning Randy,

Thanks for taking the time to post your question. We definitely appreciate the feedback. My name is George Vick, and I'm a Senior Social Media Specialist with Charter. The information that you have been provided is correct. Due to signal losses, we normally consider any home located over 300 feet from a service tap as unserviceable. Providing service to your home would most likely require plant expansion and we typically do not do this for a single home due to the costs involved. If you would like us to follow up on the survey and work with you to provide next steps, please send me an email at umatter2charter@chartercom.com, Attn CharterGeorge. Please also include My3cents- randymaynard35 in the subject as well so I can keep a look out for it.

Thanks and I look forward to assisting you!

George Vick
Senior Social Media Specialist
Charter
https://community.charter.com/
     
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trmn8r on 2012-04-04:
The first explanation makes sense. I had underground cable installed at their expense 300' from the road. The cable is huge - definitely not something you will find at Home Depot. Signal quality is something that is of utmost importance - if you sell the house the next owner could complain even if you agree not to.

If the pole is on the neighbor's property, that won't work. You need one on yours. Maybe you could offer to install that?
burying is more work than you realize on 2012-04-05:
First off, the 300 foot reason - very valid. Sure you want them to do it anyway but... how happy will you be if you do all that work and still get a crappy signal?

Second... do you realize how much work this actually takes? It's not like burying a small cable under your rug - you have to get special cabling and dig deep - while avoiding cutting into other utilities.

Asking the installers - best thing you've suggested so far, even though you dislike it.

sure it will cost you but... no company is going to guarantee YOUR work on their equipment. Especially if you get injured, get bad reception, or damage their equipment.

zaretr on 2013-09-19:
I have the same problem as Randy. We have tried several times to talk to the installers but they don't call us back ever. The people who came and did the survey never scheduled it they just stopped by and did the survey and left. We did not even know it was done until after calling several times and finally a customer care person said it was done a few weeks before but she couldn't see the results. I have a pole on my side of the road on my property and another pole 20 feet from the corner of my house. I still can't get ahold of anyone to resolve our issue.
Kendee on 2014-02-19:
Charter has a very sucky internet connection I've ever had. Every 2 minutes I got to disabled the wireless in able for me to get a signal again. We called them so many times and asked if what is wrong with the connection and so they sent few people already but they still can't figure our what happens.... I am so aggravated right now ggggrrrr
Tina on 2014-03-12:
I have been researching all the issues with Charter. I have several of my own as per my day with one of the many new visitors I have had past few months. I am in Fernley, Nevada I requested tech come with supervisor to clear up some serious acquisitions I have, and once again get me service. I have magic jack phone and a cell with limited minute's. I am hoping before I go any further I get the resolution with company, I would first request my history be requested for proper consideration this will help me articulate severity of personal relationship I have in countered. It is not my intention to devote my time or energy complaining. I only wanted service. I have trouble shooted enough in my life to know my value as a humane being. In my home I am not just a customer, I am a victim. I take what happen in my home very personal. Charter has not been my friend. Privacy is requested. Meanwhile, I will be expressing myself with the many technical experience I have encountered with your company and others like yours, I have found myself in a position to developed respect and security in home if not in life. I take customer service for what it is. Lawyering up No! Homeowners ins, and police report most effective. Truth and consideration. NO MUMBO JUMBO. UMMMM!
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Lies about the cost
Posted by on
MADISON, WISCONSIN -- I was told that this bundle would cost me $169. The final cost is $277. I scheduled an appointment for the weekend of Oct. 1st but unfortunately couldn't do it. After rescheduling, on Fri. 7th they came and set it up. The rate quoted shouldn't have changed right? Anyway, I had service from 8pm Fri. til 11am Sat. I called right away since I have online school. I was told that they 'check' the system from time to time by restarting the modem and it would reconnect in 3 hrs or so. NOT! This was a mis-statement. The disconnection dept shut it off. I found that out after calling and talking to someone who actually looked- they said the 'connection' dept and 'disconnection' dept aren't related so they didn't know I was a new customer, not the old one turning it back on. (BS!) So finally I was turned back on on Mon @ 11 or 12. Too late for my assignments due on Sun, since I thought it was a temporary problem.(yes no comment-should've set up my mobe as a hot spot sooner). That alone made me reconsider Charter. But the final straw is, getting the bill on the 12th and it's for $277!!! What a bunch of crap. I should've been told that I was going to be charged a connection fee. What connection was needed??? The previous customer had Charter so what special thing was done to connect me? Getting connected as a new customer? WTF!! Poor business practice - bait and switch.

Oh and I forgot, the 25 mbps isn't that fast. If I was still doing online mmo's - I'd lose a fight. Regular web pages don't even load all the time, much less load fast. I used to have Time Warner Cable in OH, while they didn't always work, the internet never failed and is 10x faster!!!
     
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Unreliable Internet Service
Posted by on
I began having problems with my internet connection over two weeks ago where it would disconnect several times within an hour. On the morning of Sept 6th it was completely out. I called and was connected with the automated tech help where I was told there was an outage in my area. Within two minutes the internet was back online and within an hour it was out again. I called back, went through the same process with the automated tech support and finally ended up speaking with a live person. This person was very rude, talked down to me as if I were a child and when I asked her to repeat a couple of things she was very condescending. There were some things I had to figure out how to do myself because I didn't want to ask again because of her demeanor. Finally after going through all the tech help she finally realized there was an outage and the problem hadn't been resolved. Then she told me I would get a call when the internet was back online. I never received a call but I was back online around 4 pm. The morning of Sept 7th it was offline again. I called once more and was told there was still an outage. As of right now I have a connection but for how long I don't know. I don't know of anyone who has problems with their internet connection the way I do and can't imagine someone trying to run a business who might rely on Charter Communications for their service. May I recommend using tin cans with a string attached in the middle or maybe a carrier Pigeon instead of paying for a service that's as about as reliable as either of those? At least with those two forms of service you won't have to put up with some doat sitting behind a telephone who doesn't give a damn whether you have service or not.
     
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Alain on 2011-09-08:
Make an official complaint via
http://ftccomplaintassistant.gov
http://www.fcc.gov/complaints
Umatter2Charter on 2011-09-08:
Hello gwpnc,

My name is Joseph Wahl, and I am a Social Media Specialist with Charter. I'm very sorry to hear about the issues that you are having with Charter Internet service. 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 "CharterJoseph: My3Cents gwpnc" 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.

Joseph Wahl
Social Media Specialist - Charter
http://www.charter.com/Umatter2Charter
Umatter2Charter@chartercom.com
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Outrageous Internet Fees in Michigan
Posted by on
I live in Dexter Michigan (about 20 miles Northwest of Ann Arbor), and my only broadband Internet provider is Charter Communications. I made an appointment for basic broadband for the cost of $19.99 a month, no contract, with a $50 install fee. My driveway is long (500 feet), and Charter was told of this fact. My neighbors driveways are also very long, as I live in a rural area.

I was told that Charter needed to drop an underground cable, and "this happens all the time", and was assured there would be "no additional cost". I opened my mail to find a letter from Charter stating my "cost to build" was $2400!!! I spoke to my neighbors who's driveways are just as long as mine, and they were shocked, and told me that Charter never charged them such unaffordable prices.

When I called customer service, they told me I was only able to get service if I paid the $2400, and there was nothing they could do. I then went through a runaround with different customer service reps, until someone from their construction department called me. This man admitted that "mistakes were made" in regards to telling me that installation would only be $50, and he "couldn't afford a cost of that amount" himself. He then told me Charter "was a business", and needed to "make a profit", and told me "what do you want me to do about it?".

Selective prices for some people, rude customer service, and unaffordable prices are wrong. If this happens to you, speak up. Contact the FCC, or your local Representatives, and let's put an end to companies that operate this way. Internet is an essential utility today, as it is the way people communicate, look for work, pay bills, etc. Companies like Charter Communications should not offer services to some at little or no cost, then rape other people with outrageous fees. If a better Internet provider is reading this, please look into setting up shop where I live, as many Charter Communications customers I have spoken with feel screwed by this company. Give Charter Communications some competition, and I'm sure you would pick up new loyal customers like me very quickly!

Thanks for reading this,

Tivor
     
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BEJ on 2011-07-29:
Sounds like they want you to foot the bill for some of their groundwork. Any other options available for you? Satellite perhaps?
Skye on 2011-07-29:
Do you have anything in writing from them, that says the cost would be only $50.00?
Umatter2Charter on 2011-08-01:
Hello tivor,

My name is Joseph Wahl, and I am a Communications Specialist with Charter. I'm very sorry to hear about the issues that you are having with the installation of your services. 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 "CharterJoseph : My3Cents tivor " 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.

Joseph Wahl
Communications Specialist - Charter
http://www.charter.com/Umatter2Charter
Umatter2Charter@chartercom.com
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