Charter Communications Internet Service Consumer Reviews - Page 4

COLUMBIA, TENNESSEE -- I live in Thompsons Station TN. We are about 10 minutes from Spring Hill and 20 minutes from Franklin TN. You guys (Charter) service my area. We built our new home and moved in November 2012. Half the street has AT&T and half the street has Charter. Our dilemma is that our house is 1425 ft from the road. However my Mother-in-Law'™s house is at the end of our driveway and has Charter. We have been round and round with the customer service lines, had technicians out and even went as far to go to the Columbia TN local office to speak with someone and you guys still deem our address unserviceable.

The problem is the line is too far from your guys' standard 250ft for you to install it, which was fine. My husband volunteered to put the line in himself, as he installed our electric and water line so you guys could install the internet. They refused. OK he then said he would pay you guys to install the line, they told him they don't do that anymore. They used to pay half the cost and the customer would pay the other half but now you guys won't even consider putting the line in and letting us pay for it??? Not understanding.

The problem with this is my job wants me to work from home. However they will only go through a secure line so I can't use satellite or my current Verizon Wireless router. I could understand this if we lived on the side of a mountain and had to use cups to make telephone calls but that is not the case. We are not in that rural of an area. There is a subdivision that backs up to the right of our house and someone has Wi-Fi b/c it dings on my phone every day. So why is it that we offer to pay and or install the line but you guys just refuse to help at all. My mother-in-law lives at the end of my driveway and has your cable and wireless internet. I just need some help on the matter.

MAULDIN, SOUTH CAROLINA -- I just started my internet service with Charter & was fine until I received my 1st bill. When I called about the promotion being offered @19.99 I specifically asked the salesman if that would include wireless. I was told YES! I had a modem & router of my own but it was not compatible with their equipment. Therefore I was informed I would have an additional $7.00 charge per month for their modem etc. This was OK with me.

I received my bill today & I am being charged the agreed 19.99 BUT I am ALSO charged 14.99 extra for wireless. Now when the guy came to install my internet, he brought the modem in 1st that was for just internet & I told him I was supposed to have wireless. He changed the modem & neither did he tell me that it was going to be extra 14.99 either.

My previous internet company never had the same amount on my bill either after their "special" ran out. I CONSTANTLY stayed in contact with them trying to get my bill straightened out each month. To top that off when I moved a month ago, I had called them in plenty of time to arrange the transfer of my internet & instead of them transferring it, they turned it off, FOR NO REASON! Then could not tell me exactly what happened. SO... I left them & that is why I contacted Charter to begin with.

I am on a fixed income & that is reason I looked for special prices. I enjoy internet because I cannot afford to go out or shop much. I expect a deal to be a deal, so I contacted Charter today & told them to just cut it all off because I don't need their internet that badly. They acted as if "so what? We don't care!" Well this seems like they got a little too big for their "britches" as my grandmother used to say & as if losing 1 customer doesn't make a difference! But from what I'm reading here, seems to me like I'm not the ONLY 1!

To top it off, I was told I could return their modem & if not & they send someone to pick it up, I will be charged an ADDITIONAL $45.00. I WILL NOT PAY CHARTER any more than I legally owe. And by the way I haven't had my service but 1 week today... NOT 1 MONTH so I think THEY WILL OWE ME! It all goes back to "THE ALMIGHTY LOVE OF MONEY!!!" I may not be rich but I don't lie & rip people off! Maybe that's why I'm not rich!!!

I began having problems with my internet connection over two weeks ago where it would disconnect several times within an hour. On the morning of Sept 6th it was completely out. I called and was connected with the automated tech help where I was told there was an outage in my area. Within two minutes the internet was back online and within an hour it was out again. I called back, went through the same process with the automated tech support and finally ended up speaking with a live person. This person was very rude, talked down to me as if I were a child and when I asked her to repeat a couple of things she was very condescending.

There were some things I had to figure out how to do myself because I didn't want to ask again because of her demeanor. Finally after going through all the tech help she finally realized there was an outage and the problem hadn't been resolved. Then she told me I would get a call when the internet was back online. I never received a call but I was back online around 4 pm. The morning of Sept 7th it was offline again. I called once more and was told there was still an outage.

As of right now I have a connection but for how long I don't know. I don't know of anyone who has problems with their internet connection the way I do and can't imagine someone trying to run a business who might rely on Charter Communications for their service. May I recommend using tin cans with a string attached in the middle or maybe a carrier Pigeon instead of paying for a service that's as about as reliable as either of those? At least with those two forms of service you won't have to put up with some goat sitting behind a telephone who doesn't give a damn whether you have service or not.

I live in Dexter Michigan (about 20 miles Northwest of Ann Arbor), and my only broadband Internet provider is Charter Communications. I made an appointment for basic broadband for the cost of $19.99 a month, no contract, with a $50 install fee. My driveway is long (500 feet), and Charter was told of this fact. My neighbors driveways are also very long, as I live in a rural area.

I was told that Charter needed to drop an underground cable, and "this happens all the time" and was assured there would be "no additional cost." I opened my mail to find a letter from Charter stating my "cost to build" was $2400!!! I spoke to my neighbors whose driveways are just as long as mine, and they were shocked, and told me that Charter never charged them such unaffordable prices.

When I called customer service, they told me I was only able to get service if I paid the $2400, and there was nothing they could do. I then went through a runaround with different customer service reps, until someone from their construction department called me. This man admitted that "mistakes were made" in regards to telling me that installation would only be $50, and he "couldn't afford a cost of that amount" himself. He then told me Charter "was a business" and needed to "make a profit" and told me "what do you want me to do about it?"

Selective prices for some people, rude customer service, and unaffordable prices are wrong. If this happens to you, speak up. Contact the FCC, or your local Representatives, and let's put an end to companies that operate this way. Internet is an essential utility today, as it is the way people communicate, look for work, pay bills, etc. Companies like Charter Communications should not offer services to some at little or no cost, then rape other people with outrageous fees.

If a better Internet provider is reading this, please look into setting up shop where I live, as many Charter Communications customers I have spoken with feel screwed by this company. Give Charter Communications some competition, and I'm sure you would pick up new loyal customers like me very quickly! Thanks for reading this.

TENNESSEE -- I have had cable and internet services for 6months since moving into this area. From week one until now I have had to call at least 1-4 times a week that my internet service was not working. At first I thought it was my old Belkin router, bought a new one and spent $100 on it. The problems still existed. They would go through the whole spill about disconnecting the router, modem wait 30 seconds or so and connect back up. Sometimes the phone representative would be Indian and I couldn't understand most of what he/she was saying. All hours of the day/night!

I'm a night-owl and am partially disabled due to a stroke that has left my left leg pretty useless and therefore, I don't get out much anymore. So the internet keeps me connected with my friends, family, and news and such. On the 3rd of January they came out to install one of their modem/routers to see if that would help. When he was here he told me there would be a one time charge of $49.99 for the trip out, I was not informed of this when phone representative set up appointment. Okay, so maybe it will be worth the money. Today I received my bill and there was two charges of $49.99 and an Internet upgrade charge that I never asked for.

I called customer service and got disconnected 3 times before I finally got through to a "real" person to speak to. Finally a real person.... when I told him of the extra charges he went on to inform me that I had signed a form that said I was aware of the extra charges. Plus and extra trip out to my home... yeah NOT! I am not a verbally abusive type person. I am very tactful and hold myself in. But I really thought I was going to lose it on this call. I am totally fed up with their service, the phone reps, technical support people, and all the CRAP this company shovels out to its customers.

If not for my two teenagers at home I wouldn't even have cable service, but they watch the TV. And this is the only cable service where I live, and my apartment complex forbids it tenants to have digital service. This company should be nailed to the wall with their innards thrown out for the wolves. I am voicing my problems on every forum that I can find and may create a few of my own just for this one reason. DO NOT subscribe for services through this company. They will treat you like a piece of garbage.

FORT WORTH, TEXAS -- Charter is the absolute worse internet service I've ever had. It is a total rip off and I can't wait until I move and can tell these people that they are fired. In fact, I daydream about what I'm going to say to them because I want them to always remember how upset they've made me. I have it written out. I practice what I'm going to say to them. I cannot even tell you how many times I've had to call Charter. I swear I must call 10 times a month to deal with the same issues.

They have suggested that they come out and replace my modem 5 times and all 5 times they have come 2 hours before they were scheduled to arrive, while I'm at work. They call you at work and if you tell them you're not able to assist them for another 2 hours they act like this is the biggest surprise to them. Then they don't come back. My internet goes down at the same time every day, 5:00 pm. Just when I get home I call c/s every single time and they only put a band-aid on the problem because it happens over and over and over again. The only department that is working at this company is their billing department. THEY are on top of it!

If you're late a day, they do not call you. They just shut you down so you have to call them. They charge you extra for payments over the phone. They charge you extra for being a day late even though they have provided me with months of faulty service. The teenage boy they sent to set this up showed me more ass crack than a plumber. DO NOT USE THIS COMPANY. YOU WILL SERIOUSLY CONTEMPLATE HOW BADLY YOU EVEN NEED internet because it just isn't worth it.

I just contacted Charter to get a price quote for internet and was given a price quote for $54.95 and that was their lowest price for my area. This is of course happened after she asked for my name (why do need my name...enough of following a customer service script already) and then asked what type of activity do I do on the net (why does that matter???) and I again stated I was looking for basic internet usage. Also asked what type of computer I had (desktop) and whether I needed a modem.

When I told her that the computer had a modem in it, the representative stated that she never heard of that (guess not tech savvy). I asked why was the quote so high as promotions have it as low as 19.99. She then asked for promotion code and stated I didn't have one.

I asked for supervisor and was told no and that no one was around. I repeatedly asked for a supervisor and she finally got someone who never stated who she was just that she was a supervisor. She stated that 54.99 was the low price for basic internet. I told her that there were promotions as low as 19.99. She asked if I had the promotion code if so I would go and get it. (What am I a dog?...very poor customer service". I then asked for her supervisor and again I was told that no one was around. I repeatedly asked for one until I finally was transferred to no named voicemail.

I called back and got another representative and was given a quote for $59.99. (Why am I asked what activity do I do on the net?) During his look-up for the price in my area, he asked who my TV and phone service provider and I told him I was all set. I mentioned to this representative that Charter's own website (**) clearly lists it as low as 19.99. He then checked and stated that it's not something that they offer to most customers but it is available in my area for 19.99 & 5.00 for modem which would total 24.99. Why isn't the 19.99 being offered to most customers in the 1st place? Is this a bait and switch???

I purchased a cable/internet package from Charter at the beginning of January, since the second week of January it has not worked; it is now heading toward the end of April. The call center is a mess. You call, and the automated system makes no sense and it's really difficult to get directed where you want to be. After calling several times a month since my internet has not worked, I have still not seen any results, and I usually have to be transferred several times within one call.

Even though my internet has not worked, they tell me they cannot provide a refund until a technician comes out here to tell them what is wrong. Well, I know of at least three technicians that have come out here to fix my internet, yet it still does not work. The last one who came out about 3 weeks ago said that it was a problem with the outside wiring and he would have to send someone out to take care of it. It still hasn't happened, and they still won't refund my internet; they said that they need that technician to come out here and file a report first...

My question is what was the point of the first 3 men who came out here? Meanwhile, I'm paying for a service that doesn't work and dealing with customer service agents who couldn't care less and don't help with anything. (I don't think that's their fault, I personally believe the call center is in place by management to make unsatisfied customers so frustrated they just keep paying for service, believing that someone will eventually come fix the issue, and do what the say and issue a refund. It takes so long however I am fixing to give up, forget about my refund, but stop paying for a service that hasn't worked since nearly the beginning.) I do not recommend this company to anyone!

There is always a problems with Charter internet services. Very often the service does not work properly and we lose 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 lose 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!

BIRMINGHAM, ALABAMA -- A week ago we started having problems with our internet. A nice tech came out and told us the only way to solve the problem was to have a direct line installed from the pole to the house and the cable run through the wall with an outlet put in. Another tech showed up a couple of days to do the job. He said that the first tech did not know what he was talking about and that no matter what he did, he would have to run it off of the existing cable in the house. I insisted he run the direct line but he told me this would work fine and did the job the way he wanted it done.

I now have an ugly black cable hanging down from my ceiling running my internet off of the upstairs cable. No direct line from the pole, no cable run through the wall and no outlet. My husband called to complain and after 4 phone calls was told that the tech reported to his supervisor that the job was done the way I had told him to do it. 4 phone calls later and we have a tech scheduled to come out to the house to do the job the correct way. YEA!!! NOPE... he was supposed to be here at 5pm.

At 7:45 we called to find out what was going on and after being on hold for 20 minutes was told by the customer service representative that the tech was not answering his phone and no one could find him. The customer service representative told me that the tech's supervisor would be out to the house the next day (Sunday) to fix the problem. At 9pm the missing tech knocked on our front door wanting to get to work. My husband told him "NO WAY" was he coming into our house to work at 9pm at night when he was supposed to be there at 5pm. I immediately called Charter Customer Service back. The girl tried to justify why the tech had shown up 4 hours late.

I explained to her that she could not justify being that late and not calling before he showed up on my doorstep at 9pm at night. I then tried to confirm my appointment for the next day. But lo and behold they have no record of us having an appointment... So here I sit with an ugly black internet wire hanging down from my ceiling and right back where I started a week ago. I am so disgusted it is not even funny anymore...