Charter Communications - Not Willing to Hook Me Up, Even if I Run the Cable!!!!
Charter Cable, Internet - Complaint
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.