HOLLY RIDGE, NORTH CAROLINA -- Charter offers Bundles starting out at like 64.99 for all 3 services you get basic cable the lowest Internet speed and the basic digital phone service so if you upgrade to basic expanded then it will cost you like 20.00 more they throw so much at you that you think you are getting a good deal: Great Internet speed, great channel line-up, and phone sounds real good. OK check your line up they have moved a lot of the channels to the digital and digital view that costs extra, then your Internet works great when first installed then after a few days it slows to a crawl, so you call up just to find out you have the slowest speed there is.
And you thought you were getting all these great channels but noticed that the channel line-up had changed. No one told you about that when you were placing your order either but they sure let you know that the day of installation of your services by 3 different technicians, that you would have to have 30.00 for the phone guy and 60 for the cable guy and like 30.00 for the phone. Wow, let's see, that's like 120.00 you just put out for something, you're told the majority of it is applied to your first bill.
WHOA the bill comes and you have a bill of almost another 100.00 or more so you call and of course we all know that we are charged for the TV box, the phone modem, the Internet modem and then let's not forget the remotes, and let's see... the state tax, the FCC, the usage tax, the toll tax. Oh wait, I think I have left out a few things, oh well that's the reason your bill is high and you are told the first bill is always the highest then the second bill comes in and what you should be paying for that bundle pack should be 64.99 then add like 20.00 to step up your cable TV and add like 25.00 for taxes and all that hidden junk.
Your bill should be about 110.00 which is just plain out price hiking to me but your bill says you owe 155.00 excuse me, then you call talk to different people and not one of them give you the same story and your bill is still high. None of the people who work for Charter know the first thing about the words that just rolled out of their mouths, and you continue to get bills each month for about the same amount.
I stood in the office in Holly Ridge one Saturday about a year ago and ask the employer there why my phone bill was almost 50.00, the excuse was I was late paying my bill so that knocked me out of my special bundle pack and late charges of almost 25.00 and just a bunch of bull. My daughter was with me and I asked the lady did she think I was that ignorant and asked her to show me the charges on my bill the lady really couldn't show me anything. I stood there I know 30 minutes going back and forth with her and each time it was something different she had not the first idea as to what she was saying.
I believe that you and I are being overcharged for our services and I believe that someone should check into it, because we as the consumers if we don't start standing up for ourselves we are going to be paying 3 times more than that in the next 10 years if that long these cable and satellite co. know that if we want to watch TV we will pay whatever the cost. Guess what, not me! That's too much money to pay out just for TV and Internet and phone service.
I have had service with them for 4 months, I have paid my first 2 bills and as of Monday of this week I owe them 485.00 and guess what, my bill was supposed to be less than 100.00 a month now when I called like 125.00 but you do the math, it rounds out to be about 160.00 when it started out just to be 64 or 69 then was told after calculating everything, that it would be like 92.00 Yeah right!!! Start checking your bills, oh yeah the day our phone was to be installed the guy called almost an hour after the schedule appt. and said he would be like 30-45 minutes more and would be on his way.
Now this was after he was supposed to be here, so I called and cancelled had places to be, was promised a 20.00 credit haven't seen that credit yet. Never ever will I use them again and I do intend on making a formal complaint, anyone else who has been overcharged and promised something and didn't get it needs to do the same I personally think a lot of bad things are going on with this company. That's my opinion and I am entitled to voice it!!!
That is my only reaction! I transferred service about a year ago, and that was a complete and total nightmare! After I transferred service, they did not disconnect service at my old address, so I was making payments on my old account and not on my new account (since I never received a bill from Charter at my new address, because they had the wrong address on file). After about a month, I called Charter and they said I had cancelled the disconnection date, so that is why the service was still active at my old address.
After explaining the situation to a representative, they said they would change all the information in the computer, and they would transfer the payments made on my old account to my new account (since I hadn't made a payment on it yet). About 1 month later, I start getting collection calls from Charter saying my amount is past due and I need to make a payment or else my service will be shut off. I called back and once again explain the situation. The representative told me not to worry about it. About another month later, the cable gets turned off. Once again, I call Charter and explain the situation and they turn everything back on.
The very next week, the services get turned off again, and I call Charter, and they tell me my account is 45 days past due and there is nothing they can do about it - I need to pay the minimum balance to get my services turned back on. The representative told me there was no record of a "credit" to my account, and I had to file a claim with the billing department. The billing department told me the credit would just be applied to my account and that would take care of the minimum balance, and they resumed my services.
The next week, my services get turned off again! They tell me the same thing - my account is over 45 days past due and unless I make the minimum payment by a certain date, they will turn off my services (which means that if I didn't pay and I wanted to get reconnect my services I would have to pay a reconnection fee, deposit, etc.). I explained to them what the billing department representative told me, but the representative told me the check was mailed out a few days prior and would take a week or two for me to receive it!!!
Well, I am moving to a new apartment next week, so I need to transfer my services once again. I called last week to set everything up (e.g. Disconnect date, connection date, etc.). So, I called today to confirm that everything was still set up correctly for next week (good thing I did), and they had set up a connection date of 9/5/2009 at my new apartment (which is the day I move in), but a disconnect date of 8/31/2009! I honestly can't understand how many incompetent people work in the call centers - it is ridiculous. This company is horrible, and I wish there were more options!!! Sorry to make it so long! Hope this helps!
MADISON, WISCONSIN -- I have been with Charter for many years and thought they were a good company to do business with. I never knew if their prices were bad as I never shopped around. So my story begins with a little about me. I worked for a utility co. for 25 years and I managed 23 service men making service calls all day long in an area in central Wisconsin. We would bend over backward to make sure our clients were treated fairly and we made appointments with a one hour window. I live in Madison WI and moved to another side of town.
I call up charter and tell them I need to have my service transferred to a new address. I was told they would be at the new address on a day next week (six days from my call) and I would have to be there from 12PM to 5PM as that was their window. That in itself was something I could not believe, but I said OK. I asked them if they could call my cellphone thirty mins. before they arrived as I might be moving things from the basement garage up to my apartment. The person said they would call.
Well I took a half day vacation so I would not miss them. They never called and they never showed. I called them to ask what happened and they told me the tech was there but no one was home. LIE NUMBER ONE. So I set another appointment three days later on a Saturday from 12PM to 5PM. Again I asked if they would call as I did not want to miss them. I never left my apartment. They showed up at 4:39pm and the tech was angry because he had 4 orders yet to do and he was supposed to be off by 5PM.
Well he needed to get the utility door open in the basement to get to the hook ups. (I did not know this) I knocked on the assistant mgr's door and there was no answer. So I knocked on the apartment next door to see if they knew where the mgr was. At that point the Charter Tech yelled at me that he was done watching me knock on doors and he was leaving. I told him I will get the building supervisor on the next floor down. He then yelled that he was not going to waste his time watching me knock on doors. I asked him to please wait. I know the building sup. was home. He then stated "YOU HAVE A GOOD DAY SIR. I AM LEAVING."
This whole process took about 6 mins. After he left I knocked on the building sup's door and he opened the utility door for me. So I quickly called charter to have the tech return as he could not be more than a mile or two from our building. They told me they could not get in contact with their techs.
But when I questioned them about why he left so fast they put me on hold. When they came back on the phone they told me the tech said he knocked on 10 doors (LIE NUMBER 3. I knocked on three doors in the space of 6 mins.) LIE NUMBER 3. They told me they could not contact their tech but if that was so how did they know we knocked on any doors). I did file a complaint about how the tech was rude and angry. I am sure I will not hear anything about that. Anyway they set another appointment for the 13th on a Saturday. We both stayed home all day and they never showed up.
I called again to see where they were and I was told they were there and nobody was home but neither of our cell phones were called. LIE NUMBER 4. (Oh yes I gave them two cell numbers to call so I was sure not to miss them.) Well that brings me to today the 22 of Sept. I had the fourth appointment set for today between 12PM and 5PM. I called this morning to make sure the tech would call 30 mins before he arrived. I was assured that the tech would call me 30 mins. before he arrived. I would then call the building mgr and have her let them in and hook everything up. She lives in the same building as me. Problem solved RIGHT!!! WRONG!!!
The tech called me at 2:07PM and I was with a client but I called Charter back at 2:10 PM (3 mins.). Now remember the tech was to call me 30 minutes before he arrived. I was told the tech already left my apartment building and he would not return. LIE NUMBER 5. If they were to call me 30 minutes before they were to arrive how could have already been there. I asked if the tech could please go back as I was assured a call 30 mins. before he arrived. I was told the tech said he would not return. (Remember before they said they could not contact their techs.) (I guess they must have changed their operating procedure from the last time I spoke to them.)
This charter co is a disgrace to any real customer service company. It is a total disgrace the way they lie to their clients. The problem is they have no competition in the area. The state needs to deregulate so more like companies can come in and create competition. That is the only way Charter will clean up their act and become more responsible to its clients. They are a second rate company. OH by the way Dish will be there tomorrow to hook me up.
WORCESTER, MASSACHUSETTS -- Month after month I ask myself why is it that Charter Communications is the only cable internet provider in Worcester MA?! The ONLY reason I have them is because it is all that is offered here, which is a total joke. They've got to be dishing out the dollars to the city or something. Thankfully I have DirecTV for television service. Another reason I keep the cable internet is because I've had Vonage for my house phone for a few years and I am really happy with them (note to self, write a good review for DirecTV and Vonage).
Charter is the worse company I have EVER had to deal with. I cannot log onto my account online (funny, ha, ha) because every time I call I get the rudest and most misinformed reps on the face of the earth. And whatever, I have read the postings online from the "employees", "it's not my fault Charter sucks." All I can say is, if you're smarter or better than you really think Charter is, find another job, all you can do is better anyway.
It must be the company, they can't all be that rude or unwilling to help, can they? I've never had any use for any ISP's email service, there are better programs out there. So I don't know whatever email address Charter made up for me. They also changed my security question, damned if I know what it is! I have my bill with my "security code" and account # on it, but guess that's not good enough. I just want to be my ** bill! So I call. Why do I call? I don't know. I guess that's my fault.
Why do I procrastinate to pay this stupid bill? Maybe because they suck and don't deserve my money for their lousy service. If I could get out of that rut and mail in my payment life would be a bit easier. But whatever this is America, and I should be able to pick up my phone to pay my internet bill without a lousy, uncaring, uneducated "customer service" rep on the other end of the line.
The call in automated bill pay is always such a treat too! I call, sometimes it knows my # and doesn't ask, but most of the time I have to enter it. It tells me I don't exist and then it hangs up on me. A half an hour later, four redials later I might be lucky enough to get a "real person", if you want to call that lucky. And after giving this person all my personal information except maybe my bra size I final am lucky enough to pay! Yay, I get ripped off again for overpriced lousy service. Cable companies wonder why people steal internet and cable from them?
The people that "run" Charter have to be the same idiot bimbo-ettes that drive around crabbing on the cell phone, putting on their makeup while running stop signs (whatever, I'm a woman, you all know who you are), because after I hang up with Charter I feel like I just got cut off by one of those brats. If I just had one other choice in Worcester MA for another cable internet provider I would jump on it.
I'd even pay more just to not have to deal with them. If you are lucky enough to have a choice, go with the other guy, you will not regret it! I know all I've done is complain about their lousy customer service, but the actual service isn't anything great either. My neighbor has Verizon DSL, his wireless strength is usually higher inside my house than my Charter Cable is. Not sure if that is because of DSL, but I know he's paying less and getting a better connection. I really hate to lose my Vonage service because Charter sucks, but I don't know how much more I can put up with from them.
I've never had cable internet service until I moved into my current apartment, so I have no standard of comparison, but Charter's service seems very unreliable. It seems like pretty much every day when I get in I have to unplug the router and modem, plug the modem back up, wait for the ready light and hook the router back in. At least twice a week, the service crashes completely because they're doing upgrades.
Now, granted I work second shift, and I understand, if they have to do work doing at 3 a.m. and inconveniencing fewer people than in the middle of the day. Sometimes the service just disconnects in the middle of the day while I'm online. All that being said, it takes two minutes of my time to unplug and reset everything so I can overlook that, but what happened the other day seemed really suspicious.
My internet went off and I couldn't get it to come back on for anything. I unplugged/plugged everything with the computer off, with the computer on, called the automated line to make sure my account wasn't overdue (it wasn't), turned on the TV to make sure I had regular cable (I did). So I finally called the automated tech support line where you speak to the robot lady, who, first thing, checks to see if service is down in your area, it wasn't. Beyond that, she's just patronizing, suggesting that perhaps the problem is with your wiring, trying to reset the signal, which I've done four times, etc.
I finally talk to a tech support guy from India who for five minutes suggests things I've already tried, know aren't going to work, or don't work. He finally tells me to unplug the Ethernet cable between the router and computer and put the end that was in the computer in the router and vice versa. Surprisingly, that worked, he proceeded to tell me it was a problem with my wiring and sell me Charter on Demand, Charter Telephone Service, blah blah blah. He wouldn't quit even when I told him I wasn't interested and I just hung up.
Now, I am part of the generation that grew up with technology, I'm fairly comfortable with it. I mean, I can hook up a wireless network. The cable comes from the wall to the modem, Ethernet from the modem to the router, Ethernet from router to computer, wireless USB receiver on Tivo in the living room. That is correct, is it not? And, Ethernet cables do not have specific ends like that, it shouldn't matter which one was in the router or computer. If one end was blown, reversing it wouldn't help.
I know I sound crazy, but I honestly think Charter sometimes arbitrarily disrupts your service so you will have to call them so they can pressure sell you things. I mean it's one thing to offer a product to just let the person know, but to not take no for an answer or offer something else instead, it's just tacky. So I guess the point of the post is threefold.
1) Does anyone else have as much disruption in their cable internet service?
2) Is the Ethernet cable not the most ridiculous thing you've ever heard, or do I really have something wired incorrectly?
3) Please tell me Charter isn't doing what I think they're doing. I'm just being paranoid, right?
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.
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 follows: Why would you pay $54.99 for internet service when you can go with other companies for WAY less? Even if you like their internet service, their customer service is terrible. 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. Don't waste your time with their short gimmick of an introductory price. Other companies at least offer a whole 12 months!!! I honestly believe this is a failing company that couldn't care less about their customers.
GREENVILLE, SOUTH CAROLINA -- Me and my husband scheduled an appointment for Internet to be installed at our house. The appointment was made for a Saturday between 8 and 10. My husband called Charter at 10 to see where the installation man was and they said we had the wrong address. So they fixed our address and said we had to wait until the next Saturday now.
Well come Saturday at the end appointment time my husband called again and they still had the wrong address. I ended up calling the manager and speaking with him about the service that we had received and he apologized and said he was going to try to get it set up for the very next day. He did call us back that night and told us that he tries but the dispatch hadn't answered him yet so they ended up being able to come out on Monday from 10 to 12.
Come 12:05 the guy still wasn't here and my husband called. The lady on the other end said he's going to be there at one. Come 1:05 the dude still isn't here. My husband calls and cancels because we both had things to do. The guy showed up 30 minutes later and wasn't even aware the service had been cancelled. Yesterday I called another manager and I was telling him what happened and he was just acting like he was tired of talking to me and wasn't helpful at all.
My husband called this morning to make an appointment for Sunday at 8 and while I was at school I got a call from a lady who said we changed your appointment to today at 3... so I called Charter to cancel the appointment and they told me I couldn't because my name wasn't on the account. I told them if they showed up on my property I was going to call the police and report trespassing. They still wouldn't cancel the appointment and we didn't even make it. Needless to say my husband just called and chewed them out. We will now be doing our business with AT&T.
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 8 mb, upgraded from 5 mb. 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.
LAWRENCEVILLE -- Charter has become such a problem for me and my household. I could type a book on how lax the CS is, how little they care about they entirely unacceptable service they provide, the detrimental monopoly they hold over my community, and the absolutely irritating hours of phone calls I have suffered because I cannot get Comcast or any other ISP (because they hold the rights to my area). I'm sure Charter has a very lengthy book on my service calls, and I care very little at this point, save that they are the only ISP/cable provider I am allowed to choose from. I love OMMORP's, and just basically surfing. I didn't buy a 3k pc to sit in my room and talk to customer support.
I am a tech (by trade) and refuse to have the 6th tech (who btw, fyi, is independently contracted, and smoked weed in my backyard while he thought I wasn't looking) come out, yet again, to tell me there's a service outage in my area. Unacceptable, Charter! I highly suggest you think twice before inviting this company into your home for a contracted amount of time. You will leave unsatisfied, disconnected at hours of the night when you cannot even receive tech support (charter is not 24/7, so you know), and generally left with no option but to be a real turd on the phone with someone whose job it is to be a real turd to you.
Charter sucks, and I'd be the first on a wagon train right into Comcast land. (I have Comcast at my second home, and have been very pleased... so why can't I have it here???). Get over yourselves, Charter... I can't wait until ATT, Comcast, Direct, buys you out, because you're a dying breed of hypocrites and businessmen that crashed in the 1920's. There are no excuses here, except for "outages in my area", or disturbances in the force. I call, they reset, and then apologize for the inconvenience. Over and over and over... and then refuse to reimburse me anything but the "minutes" I was out of service.
I have completely refused this offer, and asked for the month (since this is a nightly occurrence, to which I always get the same answer). I experience this nightly. I cannot spend my entire night waiting in a queue line. I get scolded for calling in, and complaining about something I "didn't make them aware of when it began, or at every occurrence thereafter". Do human beings even have time for that? Really!!! This is an ISP. And a ridiculous mess of one.
Please research the company you entrust your livelihood to (let's be real, people, the internet is the future of enterprise). I grew up with satellite, and frankly, I don't really see the difference, save for that those techs and billing idiots (yeah, enjoy your 6.50 per hour, jerk). I can't WAIT until Comcast buys out my area. :-D