Charter Communications Complaint - Charter Cable: Deceiving Practices
There is always a problems with Charter internet services. Very often the service does not work properly and we loose our connection. A full revision of the installation doesn't show anything wrong. I must clarify that I'm knowledgeable about computers, modems, routers, etc. After many resetting and rebooting, modem and splitters replacement, sometimes it seems we have fixed the problem but it won't be long until the connection suffers again.
About a year ago, we decided to upgrade our connection to the max speed charter could offer, we also were sold on the "MAX" upgrade and for a year now, we have been paying $69.99 minus discount of $30 for the top of top connection. However, 3 months ago and due to constant hang up, I decided to monitor the connection not through the charter speed test but with more reliable and independent tools. Most speed test offered by ISP providers are not reliable and can't be trusted. There is always a difference of speed, Charter will give me 12Mbps and my utilities will give me 5 or 6 Mbps at most which makes totally sense according how slow it is sometimes. I figured out that my connection showed 25% of the speed I was paying for and decided to call Charter. I went with their online chat system.
Amazingly enough, a first operator confirmed that my actual modem was not compatible and that could be the reason why I'm having all these problems. At the time of contracting, we obviously went with the Charter Motorola's modem. We even replaced it following their advise. Unfortunately it was the wrong modem. Anyway by the time the first operator transfer me with the billing department and I proceed to claim a refund, ... guess what ... I loose the internet connection and the modem goes crazy on me!
Fact is we have been recommended and sold on something we could not use. Further on, we have been paying a service we could not enjoy. Then we spent hours on the phone or chatting trying to analyse the source of all these connection problems. How it is possible, they lie like that? Are these errors part of a common procedure at Charter? I don't doubt it. Whether it is because their staff is far to be competent or because that's how they make their money, there is no doubt they are stealing from us.
If us as common Joe's, we would do our business with the same dishonest practices, there is no doubt we would end in jail but it seems there are two different set of rules, one for us and another for these big corporation.
I would gladly sign for a class action, it is time to bring these guys down!