Complaint Review: Charter Communications

After the Rep left our house "offering to install face plates for $75 a piece.." after we paid $200 for installation.

the internet went down.

so we call customer service, and the guy immediately starts giving us an attitude ( saying words like "Duh"). After my wife had enough I took the phone and was trying to reason with him. When all his suggestions didn't work and his attitude got a little too much I started to get upset. When I asked for his name he told me his name was Tom and insulted me calling me an "ahole" using the full wording.

but when the call first started he told my wife his name was Raymond.

He then hung up on us. although the cable fixed itself after 20 minutes. it constantly goes down so I'm writing this from my friends house to warn you all.

charter has surprised me it is giant downgrade from my old cable provider. and I have never been called a bad word from any companies support line.

Folks,

I also have Charter. They have been very responsive to my needs on most occasions. However, on one occasion, some techs came out to service my cable and they left a terrible mess. I called to complain and Charter sent someone out to immediately correct the problem.

Also, Charter is involved in a class action suit. I became aware of this when the documents for the same were forwarded to me last month. I don't recall the particulars, although it had something to do with fee overpricing.

There are parts of Smyrna that are not yet updated for the new fast internet service. Some of the wiring has got to be updated.

And finally, I just became aware of the date of this complaint. My reply seems to be 2 years late. So, I maybe wasting my time here. My apologies for any inconveniences.

Folks,

I also have Charter. They have been very responsive to my needs on most occasions. However, on one occasion, some techs came out to service my cable and they left a terrible mess. I called to complain and Charter sent someone out to immediately correct the problem.

Also, Charter is involved in a class action suit. I became aware of this when the documents for the same were forwarded to me last month. I don't recall the particulars, although it had something to do with fee overpricing.

There are parts of Smyrna that are not yet updated for the new fast internet service. Some of the wiring has got to be updated.

And finally, I just became aware of the date of this complaint. My reply seems to be 2 years late. So, I maybe wasting my time here. My apologies for any inconveniences.

Folks,

I also have Charter. They have been very responsive to my needs on most occasions. However, on one occasion, some techs came out to service my cable and they left a terrible mess. I called to complain and Charter sent someone out to immediately correct the problem.

Also, Charter is involved in a class action suit. I became aware of this when the documents for the same were forwarded to me last month. I don't recall the particulars, although it had something to do with fee overpricing.

There are parts of Smyrna that are not yet updated for the new fast internet service. Some of the wiring has got to be updated.

And finally, I just became aware of the date of this complaint. My reply seems to be 2 years late. So, I maybe wasting my time here. My apologies for any inconveniences.

First of all, I have nothing good to say about Charter / TCI. But I have to disagree with some of the comments.

First, your area has to be digital ready for HSD. If not your only choice is DSL.

The problem with the cable on the ground could be Charters fault or not. Where I worked the 'bury drop' work orders were subcontracted out to landscape companies and they were done May-Sept (I'm in the north). The tech that installs your cable cannot schedule this for you (even if he tells you he can). So if you do not call it will not get burried. If you are living in a new sub division they wires throughout the whole sub division not just to individual houses.

Even though the cable company may look like a monopoly it isn't because you have other options -- direct tv, dish network, DSL, ... (this is simple microeconomics). You can go online or to any electronics store and get satilite service. Plus, cable tv is viewed by the courts as a service not a utility. This is no excuse for crappy service. But, I will tell you there are some cities where the phone company did cable and HSD and the prices Charter had in those areas were about 30% cheaper. The only way Charter will understand is if many people go to satilite.

The tech is right about 'serviciablity' it usually takes about a week. And if someone called me for a second time I filled out a second serv. requist. The CSR is suspose to call back the person telling them yes or no and when it will be ready. Your problem deals with HSD and if this is a new digital area you have to understand that it takes a while for the upgrade to take place. They do it by multiple 'nodes' or even the whole town (a node can be 500 households). I live in a 80K person community and when TCI did the digital/HSD upgrade it took almost 6 months.

The only was to get ride of Charter in your community is by complaining to your city officals. Because they are the ones who decide if their franchise agreement is renewed. These agreements are usually either 5 or 10 years.

Good luck

If a house or apartment complex has never had service before we have to send a technician to the home to make sure all the wires are running to the home correctly. We could send a technician out right away, but the customer would probably be upset if our technician said, "Well, I'll have to come back later, the wires aren't right." Usually, at least where I am, serviceability usually takes about ten business days. T

his may sound rediculous if your neighbors have the service, but we have to make sure everything is correct at the home if it has never had service or it has been newly built. If no one called you back, then that is definitely our fault. But you should be able to call in and get the results of your serviceability with your customer service number.

Tare,

I can start the petition. I would need details on how to go about submitting one though. Who would be the best person to talk to? I can also join you if you would like to start it by providing an extra signature. Please let me know.
Post the info below.

thanks

I think Charter Communications is a rip-off. They have steadily increased our prices every year since we've had the service. The last increase was a whopping 25%. This was in January. Then we got a call the other day saying that they were getting ready to implement another price increase. This is just May. They are out of control. I feel sorry for the service reps, because they have to take the brunt of all the criticism. This is rediculous. Upon further investigation, I discovered, that it's not just Charter. In fact, if you live in an area where there is only one cable company, (excluding dish companies,) they can do pretty much whatever they like in terms of pricing. They have no market stabiizers (competition) to control their prices. Thus, in Smyrna, Charter is the only company so they do whatever they want. I called the administrative offices in Smyrna to ask what could be done about this. They said that there were some individuals who wanted to start a petition. They also said that we can write our city mayor, the State Utility Board, and the FCC. This is clearly a monopoly and if we con't say anything, they will continue to do what they have been doing. Who wants to start a petition?

Mr. Jim is probably one in a million to be happy with the service (or may be he is an employee :-)). All my neighbors are still complaining and cannot wait to switch to another company. Charter recently increased the price and now I am paying $70 for the service. Just read the amount of rip-off reports on this company overall!

I live in Smyrna and use Charter digital cable & internet.

I've enjoyed nothing but prompt service and reliable internet connection. It's pretty fast too!

You can go by their office near the community center & they have plenty of nice people to help.
I hate to see a company that's really excellent get bashed.

Padmini,

My name is Katie and I am an employee at Charter Communications Corporate office. I would very much like to assist you with your issue. If you would email me at the email address listed below with more information, I will assist you in getting this issue resolved.

Thank you

wevalueourcustomers@chartercom.com

did you try going to the local office. chances are that the person your neighbor was speaking with didn't fill out a survey for the guys who bury the cable. as for you, it's not the people you call you should be blaming, it's the technicians. the phone reps schedule the appointments in the spaces provided. the techs are supposed to follow those schedules. if they don't, its not the phone reps fault. so please don't take it out on them.