Charter Communications - Page 2

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1.6 out of 5, based on 54 ratings and
146 reviews & complaints.
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30-day Guarantee Lies - Customer Service & Installation
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ROSWELL, GEORGIA -- Had a wonderful year of trouble free internet with Charter. I was on a 2-yr contract for $34.99. I got a sales call that I could save money by signing up for cable service and canceling my DirecTV. I figured it was risk free due to the 30-day guarantee. Big mistake.

After a week I got fed up with the low quality menus and lackluster cable service and cancelled the TV service. At this point I was informed I would not be able to have my previous internet rate and would be stuck at $54.99. After complaining I was able to at least get it for the current promotional rate of $39.99.

When they came out to disconnect the TV service my internet stopped working. Called and of course they wanted to send a tech out. I balked at having to stay home from work again because obviously they screwed up something at the street and not in my home. I also made a request to speak to customer service to complain. This is when I found out I had still been charged for a month of TV. I apparently had to ask to get the 30-day free that was advertised? I complained about my internet being out and not getting the previous rate. So I asked for her to give me the previous rate or a months credit to make up for it. She came back and said "I can't do any of that but I was able to get you a credit for the TV service". Very nice of you to give me what was advertised. She said she would escalate the request and I'd hear back the next day. One week later I've heard nothing.

I was also told I was being charged $29.99 for the service change and there was nothing she could do about that. I checked the website for the rules on the "30-day guarantee" and nowhere does it say I would not be A. charged this fee or B. not refunded the fee when I cancelled.

To top it off when I stayed home AGAIN to babysit their Technician he informs me the previous installer was a lazy sack and just disconnected me entirely.

Charter sucks. Incompetent techs, lying salesmen, and customer service reps that only care about Charter.

Having to Show Photo ID Just to Pay Cable Bill.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RUSSELLVILLE, ALABAMA -- Yesterday, I went to pay my cable bill (at my local Charter Communications' office), in person, with CASH; and the person at the counter insisted I show him my photo ID!! Keep in mind, I made NO inquiries into my account, nor did I try to make any changes to my account. I only wanted to pay my bill and leave. When I asked why I had to do this, the clerk fed me some bull about identity theft and FCC rules. I was sooooo mad!!

I also found this to be very disturbing and made sure to call main headquarters and complain. I can understand if a person inquires about an account (the balance, etc), but, otherwise, the clerk at the counter needs to just take a person's money and give them a receipt. Who gives a crap who is actually paying the dang bill, as long as its paid!!!! Their job is not to question WHO is PAYING!! my question is....What if I send a relative or a trusted friend to pay my bill, how will they be hassled? What about the elderly, who depend on others to go pay their bills, how will those people be treated? I don't think the people at the cable company desk should ask for ID, unless or UNTIL you actually ask for account information. Enough with this!!

If people can't wake the heck up and see that we are now in a Big Brother state, this should be some kind of hint. All I know is I want it to STOP!!

Dishonest Company
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SPENCER, WISCONSIN -- I would like to know how many Charter customers had contracts that Charter has fail to keep. I had their TV, Phone and Internet service. They raised my rates after the first year of a two year agreement. I called and complained and the Lady I talked to hooked me up with another two year deal at a better rate. When I talked to her I was very clear about this agreement and that it was for two years with no rate increases.

After the first year my rates went up again and I call for an explanation. I was told and I quote I know what your problem is your contract year is up and the prices increased, I have had a lot of calls on this. I was not happy but the people I talked to told me that is my agreement and we have it on file. I have asked twice for a copy of the contract agreement and they have failed to send me one after telling me it will be in the mail. I cancelled my services and was told I would see a service tech to disconnect my service on Jan 8th it is known January 12Th and I am still waiting for a call when he will be here to disconnect my service.

I was told by Charter he would call that day between 8 and 5 when he will be here, I was going to give them back there equipment but the refuse to pick it up and are billing me for it. One of the most dishonest companies I have dealt with and would not recommend them to anyone.

Lying Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OAKWOOD, GEORGIA -- I called into Charter to make arrangements to pay my monthly payment on Dec 7, 2012 and talked to a young man Kassim Badge # NIN. I was told I would gt calls from Charter about my account but not to worry as long as I paid my balance by my arrangement date of Dec 7,2012 then my services would not be interrupted. Well, Well today is Dec 1, 2012 and I get up to find I have no services for phone, cable or internet. thinking there is an issues with service. oh no Charter has decided to disconnect my service because they have decided that until they run my to get my payment. while this is not what I was told last month. but ALL of the sudden it is OK to go back on an agreement you (CHARTER) made with a customer and cut off services. and my services will stay disconnected until I pay them. well I am not sure I am going to pay them now or ever if they can change the rules why can't I? If they can lie and be dirty about how and what they say and do why can't I. I can go to another service provider and get the same degree of service I had with them and might still get lied to but between the government and CHARTER along with a few other big named business I AM FED UP... I PAY YOUR SALARIES< I KEEP your doors OPEN AND I FED YOUR FAMILIES AND PAY YOUR BILLS same as we all do each others it is a vicious cycle that is forever stepping on the little dog and I am sick of it. If you have CHARTER and are UNHAPPY with their lies and how they do business let them know. If enough of us do this they will have to start treating us with some respect and have to start earning their money for services provided..... Also I have spoke with supervisor named Mike Badge # nx3 AND A SO CALLED MANAGER named Kenneth badge # HAH. One more thing Charter get ENGLISH SPEAKING CUSTOMER SERVICE REPS..... final note to add just called back to make sure my card pre-authorization was removed from account and got a great representative named Kathy # YLQ. she has been great and fixed all the issues I had this morning and explained a new system they are using but because my arrainment was made last month they have to honor it. so she restored all my services. I went ahead and paid my bill.


Customer Service?? Non-Existent!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PO BOX 742615, OHIO -- We have had Charter now since December 2011; in June, half way through our 12 month contract they decided to remove the majority of our channel line up, NO notice was given, we just turned on the TV one evening to find that we were missing most of our channels so we called service for repair thinking that would fix the problem. Not. We were told that those channels were moved to an upgraded package and we could have them back, if we upgraded our package. We were paying around $89 per month for a triple play, phone, internet and TV, now they wanted $129 per month for the same services we had. We promptly said no thanks, this meant that they were upping our phone and internet pricing immediately if we discontinued the TV package, so we told them we only wanted the Internet portion. Sounds easy enough you'd think but since July we have been repeatedly billed for the phone service, which we disconnected at the end of June. EVERY month we get a bill that still includes the phone portion and my husband has to call and go over the whole scenario again with them, and they say that they have made the corrections, but the next month's bill there is the phone portion billed again, plus late charges! Twice they have sent us a pending disconnection notice if we did not pay the bill entirely, meaning the portion that is for a phone service that we don't have and today the same notice came in again! We want to change providers but where we live there are few Cable companies that service our particular neighborhood. Today I had to pay the entire bill to avoid disconnection, only because we changed over to internet TV. I'm going to lodge a complaint with the BBB in our area.

Promises Not Kept
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

PORAGE, MICHIGAN -- First let me say everyone I talked to was nice and tried to be helpful except Bonnie. After switching from AT&T due to their rate hiking, I went with Charter and they promised to lock in my price for 2 years. The first 6 months took me literally 10 phone calls(Liam, Jason, Sheri, Felicia, Jamaal, Linda, Theresa, Brook, Andi, and Sonya) to correct my billing. Apparently their system is complicated and non-user friendly for billing and corrections. On top of that, their modem regularly(2-3 times each week) disrupted my WiFi service to where I had to reset the modem, reset the router, and restart my computer every time.

Their tech specialists who I spoke with and came to my house twice could not offer any solutions until their company received their new modems with better technology. So I was just waiting a few more months until I was going to call again to have that done. Then they audited my account to find that they were not billing me a monthly charge to use their (crappy old school)modem. Of course you weren't! Didn't you read the notes on the account? This is part of what you promised. Apparently, they were not supposed to and would not take the charge off my account. After reading to them my notes of all the issues I have had in the past 10 months, no one offered any real help or solutions(Chris and Bonnie) until I called(Guy) to cancel because I decided to go back to ATT. If they would have offered to credit me enough to purchase my own modem in the first place, I would not have changed back. But I am glad I did because mow I pay less for the next 12 months and get a $200 Visa gift card. Charter is not worth all the hassle

Charter Rep still working after he attacks my dog??
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MARYVILLE, ILLINOIS -- Let me start by saying that I hate Charter! I haven't had their service in 2 years. A representative came out to my neighbors house to shut their service off. The representative was parked behind my home in our back alley. My small 15 pound dog was in the back yard. She was barking at him. I don't know what happened to this guy, but he is at the edge of my yard (even tho he is supposed to be next door) But he starts kicking and stomping on my dog!! He said he was afraid of the dog. She had just giving birth the day before. I went out there to get him to stop having his baby fit, I asked him his name and he wouldn't tell me at first. Finally I asked for his name again, and he takes his badge off and throws it at me and starts screaming at me calling me crazy, and that I need to get back into my house. I called Charter to report him, they told me the tech is employed from a sub-contractor and that I would have to call them. First of all, Charter employs them, but you have to try to fix the problem yourself?? I called and made an "official complaint" with Charter and the contracted Co. They said someone would be getting back to me really soon. That they can't believe he assulted my dog the way he did. Three days later I'm riding through town and who do I see? The same tech in the same van working. No one from Charter EVER called back or the contracted company! Charter is a horrible rip- off of a company who employs abusive techs. [snip] is the tech. working in Granite City, IL.

Be very careful dealing with this guy, I think he is very dangerous. Since Charter will not warn you about their abusive techs, I will!

Resolution Update 04/12/2011:

I was told not to discuss untill the investigation is resolved.

Should Call It The Charter Bungle
By -

ST LOUIS, MISSOURI -- I finally decided to join the 21st century and get high speed internet service. Since my prior internet provider did not have high speed internet service in my area, I decided to go with my cable TV provider, Charter Communications. After all, they had made a major campaign in recent years about how they have improved their service. When I called, Charter, of course. pushed their Charter Bundle-providing internet, phone and TV service for a supposedly discounted price. Figuring that, although my phone service was adequate, this would simplify my life and maybe save a little money, I agreed.

The first surprise was that Charter required two visits, one for the internet/TV service and one for the phone. I should have cancelled at that time, but didn't. The first appointment was for between 3:00 PM and 5:00 PM on Saturday. The service representative didn't arrive until about 6:00, but eventually got everything done.

The second Saturday(today), Charter was supposed to arrive between 10:00 AM and 12:00 Noon. Of course, the representative was late again. The first surprise was that they had to connect a phone jack to an internet cable. As many of these are on opposite sides of a doorway or opposite sides of a room where people could trip on the wire, it took awhile to find a relatively unused room to make the connection. After a long search, the installer found the telephone box in my basement, then informed me that my alarm system would have to be disconnected. It would require a third visit, this time from ADT, to reconnect the alarm. This would also result in an additional service charge from ADT. Enough was enough; I told the Charter Rep that I didn't want anything to do with Charter's phone service. It won't take much to convince me to dump these bozos from my TV and internet services.

The Charter Bungle wasted two Saturdays. Their reps showed up late both times, and the phone installation would have required major rewiring and deactivation of my alarm system, things of which I had not been previously informed. Dealing with Charter was a big mistake. Their service continues to be unacceptably poor. Stay away from them.

Great service when it works, bad customer service and useless people.
By -

TOWN AND COUNTRY, MISSOURI -- I'd like to preface this by saying that I've never had an issue with Charter billing practices or their service. It's their customer service department I have issues with. I am also not saying this to get free service.

I've tried resolving this on the phone, but all I get is apology after apology with clever wording each time to not accept responsibility.

Tuesday, October 31st I called Charter and spoke to 'Chris' about setting up new service at my new home.

I told him that I could take "This Friday" off (9/3/2010) of work to be there for the tech. The agreed upon time was between 1pm & 3pm. The order was for 2 HD DVRs and charter service with HBO, MAX, Showtime & TMC.

Done and done.


Friday September 3rd comes & at 3:17PM no Charter tech.

I call and "Brian" (if I recall) tells me that "no, the appointment is for Friday September 10th." This is incorrect. I tell her.

She apologizes and tells me that the only thing she can do to reschedule is to set the appointment for 9/22/10.

I ask to speak with a supervisor & I'm put on hold for a bit. She comes back & tells me that she's trying to get a supervisor. Apologies again.

She tells me that she'll have a supervisor call me "soon"

4:45 (approximately) and still no call. I call again. This time I get Yolanda & I tell her that I've been waiting for a call back from a Supervisor and she somehow manages to get one for me.

Apology after apology. But still, nothing is done for this. I'm told that it's a "miss-communication" This is no miss-communication. I know what was said between myself and Chris. I know what "This Friday" means. I have notes that I relayed from Chris as to exactly was expected of me.

She even talks to "dispatch" but I already know that there's nothing that can or will be done.

On top of all this, I had to give up a vacation day for this. So I could be at my home to bring the TV out of storage, set up on the entertainment center. I am never going to get that vacation time back and it was a huge waste of my day.

Again, I realize that I'm a drop in the bucket, But at $109.99 a month, this is over $1,300 per year. This is not a minor investment. Except for my mortgage, this is the single highest bill I'll have for this house.

I mentioned to the person I was talking to that I should at the very least have a month of free service. I had a similar issue with Verizon a few months ago and this is what I got for my trouble. I was told "That's against Charters policy"

"Then why am I even talking to you?"

Really? Is the time and effort on the part of your customers so insignificant that you're unwilling to sacrifice a little for customer retention?

I work as a customer service representative for a medium sized technical company. My company SERVICES companies like Charter. If I said or did this to them, we'd lose the contract, no questions asked. I am not allowed to give my customers this kind of run around service. If someone asks for a supervisor, they are not made to wait like this. We're certainly not going to insult their intelligence by "apologizing for their inconvenience".

In my area there is one other television provider. At this point I am still weighing my options.

I've been told that FiOS is coming into the area within a few years and that is an option as well.

Fast forward to today.

I got an automated message that a Charter tech was going to be at my home tomorrow between 1 & 3 "and to have $109.99 ready for the technician.


This was NEVER mentioned to me at any point by anyone.

When I called just a short time ago to confirm this, I was told by another "Brian" that "We apologize for the miss-communication"

This is not miss-communication issue. It was never mentioned to me that this was required.

A quick search on Google tells me that this isn't an isolated situation. I hope this counts as the first months fee. If not, I'm going to cancel.

I never want to hear an empty apology again.

We all know Charter is horrible - How do we change it and what's our alternative
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ASHEVILLE, NORTH CAROLINA -- If you're here, it's because you know how horrible Charter is. I'm not telling anyone anything new and that's a major part of the problem.

I've had Charter's "services" for about one month now and it's bad. I walked into this knowingly. From onsite service technicians who are not knowledgeable in too many areas to telephone "assistance" that's beyond stupid, Charter is horrible.

Some of you may get an email from their service department offering help when you post a complaint on different forums. They're not helpful because once they've helped you once, you can forget about continued assistance from them.

Their cable service is awful. When I change channels through their box, my TV screen drops momentarily to the "blue screen" then picks up the broadcast. I lose service an average of two times a week for hours. On Demand disappeared last weekend completely and I'm paying for it.

Their internet service is intermittent at best. We cannot connect to the internet several times a week and usually lose service for continuous hours on end. We went to a local pet supply store recently and THEY couldn't charge a purchase because THEIR Charter internet service was down. I was called by my husband and told to quickly check email (yesterday) because service was back and we knew it would go down quickly and it did.

The phone ... I'm lucky that I was only dropped once as I was placing an order. I have a cellphone and traced down the salesrep through Verizon Wireless because VZW doesn't drop calls.

Service - It's reprehensible. A woman had me change my television connection despite their software requirements and she was dead wrong. The foreign helpdesk told me to do a number of incorrect things to get my internet service back AFTER I told him what the problem was. His English was atrocious and he was stupid.

Charter employees do not communicate among departments. You may get several different answers depending on whom you talk to. They correct each other, too.

I've also heard reliable horror stories from local people that back up everything I've seen from people on the web.

Verizon FiOS is not in my area yet or I would sign up for it.

I heard friends say Charter is rated poorly in a recent Consumer Reports (CR). I confirmed confirmed this and see it's the worst of all service providers in all areas mentioned.

What can we do ... drop it for what ... satellite - maybe. FiOS ... they're not everywhere yet.

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