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 a while 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.
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.
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.
At the beginning of the second week of November, just about the same time the new phone book came out, I, the owner of a local "home-based" Carpet and Rug cleaning company started getting phone calls from customers wanting prices for cleaning everything from suede jackets to complete suits. Repeatedly, I informed the many callers that we did not provide the services they were requesting. For over a week the calls kept coming in for laundry service but none for carpet cleaning, one woman even came to my place of residence to drop off her garments for cleaning. After more calls came in, I opened the new 2010 AT&T Real Yellow Pages phone book and was shocked to find that I was not listed where I had been for the last six years. However, after turning to the "cleaners" section, I found my company information. Completely confused and upset, I contacted Charter Business, my business phone provider, to sort out the problem. This would prove to be the worst nightmare any "home-based" business owner or any phone customer could be faced with. For days I would contact Charter and spend valuable time on hold and/or repeatedly having to explain and re-explain the problem and the effect(s) the problem "WOULD HAVE" on my company's income (a loss of hundreds of dollars a day) to people that could not help me, to include being passed around from one representative to another ("THE CORPORATE RUN-AROUND"). Finally, I started recording the treatment I was receiving from Charter Business and Charter Residential "Service Representatives". To make a long story short, AT&T proved Charter to be at fault and Charter told me to shop around for advertising for the year and e-mail the price to Charter so a form of credit could be arranged for me to advertise for the year. So did, in the end, Charter changed their minds and told me they would not and could not be held liable for "Any" damages to my business because they have a Tariff that states the following.
(This is what is printed on page one, please note that it says "residential")
This tariff contains the description, regulations and rates for the furnishing of services and facilities for local and long distance telecommunications services provided by Charter Fiberlink-Tennessee, LLC to residential customers within the State of Tennessee.
3.1.4 Directory Errors and Omissions
The Telephone Company's liability for damages due to errors or omissions in directory listings will be limited to a credit of one month's basic service
7. Business Services
7.1. Rules and Regulations
The regulations specified herein are in addition to the rules contained throughout this Tariff and other tariffs of the Telephone Company. Failure on the part of customers to observe these rules and regulations of the Telephone Company automatically gives the Telephone Company the right to cancel the contract and discontinue the furnishing of service.
this was my "sole source" of advertising and it had worked and served me well for over six years and that a business practice of this type is what allows me to keep my prices competitively low. Now I am unsure of what I will do now with advertising prices so expensive. I have contacted the Tennessee Regulatory Authority and their stance is that they have never had to deal with this type of situation and they themselves don't even know why that disclaimer is in their Tariff, as Tariffs deal with pricing protection.
The recordings of my conversations with Charter representatives and the treatment I have received is nothing less than a primer-cap in a very big bomb of "GOIN POSTAL".
In short, because of a piece of paper written by a billion dollar industry, you to can be ruined with no course of action except eat it and smile.
ST. LOUIS, MISSOURI -- A letter sent to Charter Communication
I don't think that this really reaches the CEO of Charter but here goes.
I am totally disgusted with my cable service and especially how I have been screwed from day one. Sorry for using the word screwed but there is no better word for it. My story begins.
I have been using Charter for many years. I've been told on many occasions not to switch to Charter as those around me suggested that they all had a lousy experience joining Charter. I never had any major problems with my service, so I figured why not. After a year of deliberation I decided to go full till, all three services (telephone, cable and internet).
I logged online at charter.com and signed up to get my $150 gift certificate. I selected the $99 but the online service would not accept my address as being a valid address. I was already a charter customer with basic extended service so why was my address coming back as in-valid. I called into Charter to report my sign up issues at charter.com. I was told that I could be help in person to complete my order.
I ordered the $99 service plus an additional $5 for the DVR recorder. After all of the added features and fees to get my 3 services going I thought my bill before taxes was $105 plus taxes. I asked over and over for clarification as I wanted to be 100% clear and have no confusion in what my monthly will would be.
Our installation was scheduled between 12 pm and 4:30 pm. At 6:30 pm with no notice the tech finally arrives. When the Charter installation came, they forgot the HD DVR that I was talked into ordering. The tech had no batteries for the remote and no pamphlets on the internet, phone or cable services. He did not even have a ac power cable for the cable modem so he just reused my old SBC DSL power cord. It was a joke. The tech seemed nice but he had brought nothing with him. I was told another tech would have to come out to replace the cable box. Three days later, I had to take of work again but I thought everything was final.
On Oct 28 I received a bill to my credit card for $169.42. Wow, but this included the cable and internet fees and installation charges. For 3 services the charges seemed to add up.
Two plus weeks later I called in because I had a few concerns 1) was my bill correct, 2) do I have HD channels as mine seemed very blurry, 3) when do I get my $150 gift certificate?
1) First, my bill was only for 2 of my 3 services. The telephone bill had not been added yet
2) They reset my HD box from the office. - (Still today the image on all my HD channels is blurry. Just compare my Cable HD to my areal HD Antenna. My aerial HD antenna's picture is way clearer the HD picture provided by Charter. My HD cable picture is terrible. To get a tech to come look at the picture will cost me $$$. Si I am stuck with a lousy picture)
3) I was not entitled to the $150 gift certificate because I ordered by phone. - (I was never told that by ordering by phone I would not get my gift certificate. I would not have ordered the 3 pack of services. To make up for the deception of not getting my $150 gift certificate, the Charter representative gave me a $10 bundle package for 1 year free.)
Today I saw my auto bill for another charge on 11/28 for $297. You have to be kidding me. There must be a mistake. I already paid $169 on 10/28. Over $450 to change to Charter's 3-bundle. I must be crazy, something must be wrong.
I called into 1-888-charter today (11/30/08) and was told my bill was correct. How could my telephone bill be $297? I already paid for all the installation and fees for my cable and internet. This is outrageous. The first Charter representative I talked with had no clue how to explain why I had a $297 charge. The second representative (manager, Nicki spoke so quietly I could barely understand her. From her I learned that the free $10 service I was given when I called into ask about my gift card was not free at all. After that nothing ids clear. Nicki removed my $10 "free" service and my $105 service is now $139.
How $139 goes into $450 there is no answer
How I paid $169 for cable and internet and I still owe $297 for telephone is a mystery to me?
Why I did not get my $150 gift certificate? When they knew I could not order online?
Why was I given free $10 upgrade to only have to pay for it?
I really thought Charter was wanting to become a first class company. C'mon. $50 plus to change to $104 service. This disgusts me. I have been a long term satisfied customer. To play games like this is very sad.
I hope you will respond in kind and explain to me my situation clearly. Otherwise you can keep your services
HALLSVILLE, TEXAS -- OKAY, JUST TYPING ABOUT THIS COMPANY MAKES ME WANT TO HIT SOMETHING. TO MAKE THE EXTREMELY LONG STORY AS SHORT AS POSSIBLE, HERE GOES:
I called to have basic cable and internet hooked up. The first appointment was on a Saturday 10-12. We were sitting at home, the phone rings and I didn't get to it before it hung up. I called RIGHT back and spoke with a rep who said she would make sure the tech knew we were home waiting. Well.... no one ever showed up. I called back and they said that no one could come back to my home because I didn't answer the phone and they had other jobs to do!
SO... I was mad, but I made another appt. No Sat. appts were available so my husband took off during the week. The tech comes, hooks up everything but doesn't check the cable inside to see if it worked. It didn't, so I called back again, and was told I would have to wait another 6 days for an appointment and it would have to be during the week. The rep said she would be sure to put the visit as an "in home visit" so the tech would come inside. SO.. hubby takes off work again, sits at home. No one called or knocked on the door during the appt time. I called and the rep said the tech showed he had come to our house. HE NEVER CALLED ANYONE NOR DID HE KNOCK ON OUR DOOR OR COME INSIDE!! I was furious and told them that he needed to get back out to our home immediately. Needless to say, the tech couldn't be reached and no one came. My husband called to file a complaint with the manager so the rep filled out a form and said someone would call us within 24-48 hours... yeah right, no one has called to this day over 2 weeks later). I made 1 more appt just because my husband would be at home one day last week waiting on Lowes to come to our house, so I made the appointment during that time. The rep again said that she would tell the tech to call and come inside.
Hubby was at home, no call, no visit from Charter!! I called back and immediately asked to speak with a supervisor ( who also don't know their heads from their rear ends) and was told that the tech had come at 2:00 PM (1 hour before scheduled) and he put the job as done!!!!! OH MY GOSH, IF I WEREN'T A CHRISTIAN WOMAN, I WOULD SAID SOME VERY UGLY THINGS! I told them this was unacceptable and that if the tech was not back at my home by 5:00 PM I was doing business elsewhere. The supervisor I spoke with had the nerve to tell me that because dispatch had other jobs to do, they MAY OR MAY NOT be able to come back out.
Needless to say, I immediately cancelled my service and as soon as I did, another supervisor called me and told me that the problem with the cable was that our main wire needed to be replaced!!! What the crap! So after all that and all the people I had talked to, it was that easy to tell me what was wrong. The tech didn't tell me, the other 20 reps I talked to didn't tell me, the 5 supervisors I talked to couldn't tell me. I have paid for an entire month of service I have not had!
I WARN YOU, DON'T DO BUSINESS WITH THESE PEOPLE!!
NEWTOWN, CALIFORNIA -- Charter Communications offers the only cable television network in Newtown Ct. May of this year I had trouble with my connection. I experienced interrupted services and problems with on demand on a regular basis. I contacted the company. Unfortunately, before you are able speak with a live person to schedule an appointment, you have to spend in excess of 1/2 hour receiving instruction from an automated service.
Finally I was able to get a scheduled appointment to check the problem. The first tech. checked all the wiring in the house but could not locate a problem, the second tried to rewire the cable inside the house. HE SPENT OVER 6 HOURS AT MY HOME AND ACTUALLY MISTAKENLY DRILLED HOLES I'M MY HARD WOOD FLOOR APPROXIMATELY 50 FEET FROM WHERE THEY SHOULD HAVE BEEN DRILLED. IT WAS IN IN ANOTHER ROOM. After this I received promises from the area manager that expert techs would get on the problem and resolve it asap. They did not follow up and I had yet another tech. come to my home. He discovered that it was my underground cable and he would get someone out right away to lay new cable. He rigged a temporary fix, which is exposed on the outside of the house so I could at least get television service.
After several complaints they told me no one was schedule and they had had problems and delays with their contractors. In Sept. they rescheduled a new contractor who visited the house, measure the cable line and put in a couple of red flags. He told me he would be out to install the cable in a couple of weeks. Needless to say he never came. I called again this week to find out what happened, only to be told THEY ARE NOW ON THEIR WINTER HIATUS AND POLICY DICTATES THAT THEY WILL NOT DO ANY INSTALLATIONS UNTIL THE SPRING AND THEY ARE REQUIRED TO HAVE IN IN BY JUNE 1ST OF 2008. (In the meantime they keep contacting me to switch my phone service to them, ha,ha,ha.)
BIG PROBLEM NUMBER 2: Because limited service is better than no service I am forced to make the full payment and then contact them after the fact to request a credit because I am not able to use the services. In other words, they are forcing me to pay in advance for services I don't have.
NOW THE AREA MANAGER WILL NOT RETURN MY CALLS, AND THE CUSTOMER SERVICE DEPARTMENT REFUSES TO HELP ME. THEY CLAIM THEY CAN'T REFER ME TO SOMEONE WITH ANY AUTHORITY TO CORRECT THIS PROBLEM.
I WILL BE FILING A FORMAL COMPLAINT AND HAVE CONTACTED THE LOCAL TELEVISION STATIONS TO FEATURE MY PLIGHT ON THEIR SCAM PIECE.
I HAVE BEEN TOLD THAT FORCING ME TO PAY FOR A SERVICE I DON'T RECEIVE IS ILLEGAL. I HAVE ALSO CONTACTED AN ATTORNEY.
THIS IS BEYOND BELIEF AND IS AN OBVIOUS RESULT OF THEIR SERVICE MONOPOLY IN MY AREA. I CAN ONLY HOPE THAT THIS WON'T HAPPEN TO ANYONE ELSE.
HASTINGS, NEBRASKA -- I went into the local office to explain I did not have internet. It was 9 am and all the service techs were loading their vans. I explained to the office lady that yesterday a spectrum van went into my neighbor's fenced yard, climbed up the pole. He then went into my fenced yard, got into the cable box on my house. He was in our area approximately 30 min. I said to him, "I don't have cable TV and neither does the other people in my duplex." He said, "I know." He finished and left. I asked my neighbor later why he called them. He said he had not called and had no knowledge they were here. When the service person left I had no internet connection.
I called into customer support. Had to go down 25 steps being disabled because the original installer put all the equipment down there and no one that has been out to service my prior cable phone or current internet will move it upstairs. I messed with the modem and router several min. at the rep's request with no luck. She apologized and said I couldn't get a tech till Saturday.
I work on Saturdays, so this is a very inconvenient time but I really need the WiFi. When I explained to the local office off. the situation, said it would be Sat. The office person said, "Yep." I explained the situation was not my fault and I thought I should get credit for non service days. She ignored my comment and insisted they didn't show anyone in my area yesterday like I was a liar.
MEDFORD, OREGON -- In Oct. of 2014 I received a bill for $160 dollars. When I called they stated the price had change and the only way I received the new deal was threatened to cancel the service. Today April of 2015 after many calls and hours of reviewing with customer service I was told that I still owed money back from October. Since then I have spoken to several supervisors that guaranteed that any back charges were fixed and I received the deal.
Each time I called they would not talk until I paid the amount up front and when I paid they said it would be discounted from my bill. The only person that had any kind of consoling words was the exit agent that could see the amount of times I called for the same reason.
There were claims of the original calls being dropped up to not seeing in the system anytime I called so there was no evidence of the transactions taking place. Anytime during the process I asked for documentation and they would not provide. I am sure the reason they did not provide emails or anything was they wanted to keep using the tactic of excuses and keep going as long as you will call back.
If you read this and it sounds similar to what you are going through cut your losses by canceling your account. I hope many people read this before they decide to take the offer to not cancel. It would have saved me many hours of time and money if I did.
ALPENA, MICHIGAN -- Charter needs to take their old phone numbers out of use for a period of time. The number I was given was just put right back in use so I was getting tons of calls. After calling Charter they gave me another number but the same thing happened. The people who helped me were very nice but the problem is horrible. I get calls that aren't for me all day long. Really sorry I got the phone. If they took the numbers out of service for a period of time it might help. So beware this could happen to you.