- Report: #466564
Complaint Review: Charter Communication - Irwindale California
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Charter Communication
4781 Irwindale Ave Irwindale, California, U.S.A.
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Charter Communication can't find over the limit charge Irwindale California
I will post two on line conversations with Charter. In a nutshell, I can't trust Charter.
Thank you for choosing Charter Chat Live! A Customer Care representative from HSD Support will be with you shortly.
You have been connected to TTD Bryan .
TTD Bryan : Thank you for contacting Charter Communications Support Team. My name is Bryan. How may I assist you today?
anonymous: Is there such thing as excessive internet usage fee?
anonymous: I was reading on line disclaimer and just wondering about it
TTD Bryan : Where did you see that fee?
anonymous: I can't find the word explicitly stated
anonymous: but I saw the line where it says there will be limit
anonymous: as to how much can be downloaded each month
TTD Bryan : What are you trying to download?
anonymous: no
anonymous: I am not trying anything
anonymous: I am just curious if there is a fee.
anonymous: since I am itnerested in some internet packages you have
anonymous: and I wanted to make sure all basis are covered
TTD Bryan : No, there is no fee.
anonymous: but it does say the account can be terminated
anonymous: here is the copy
anonymous: Charter may at any time and without notice, suspend excessive bandwidth capability, suspend Customer's access to the Service, require Customer to pay additional fees in accordance with Charter's then-current, rates for such service, or terminate Customer's account.
anonymous: so I was wondering what the additional fees are
TTD Bryan : I apologize, but I do not have updates about the account can be terminated. To be further assisted with your concern, you may call us at 1-888-438-2427. Thank you.
anonymous: and suspending access to the service sounded rather harsh
anonymous: well I have
anonymous: and I came back on line since I could not get any answers
anonymous: here is the link from your company
anonymous: http://www.charter.com/Visitors/Policies.aspx?Policy=2
anonymous: and look under #12
TTD Bryan : I apologize, but I would need you to contact us for further assistance. Thank you.
anonymous: is there any reason why you can't answer my question?
anonymous: couldn't you ask anyone else around in your department?
TTD Bryan : I apologize, but I am from the technical support department and I do troubleshooting on internet connections.
anonymous: which on line department can I ask?
anonymous: I asked billing and they forwarded to the internet department
TTD Bryan : You have to contact our customer care departent to be further assisted and you can not reach them online.
anonymous: ok. I guess I should try it then.
Thank you for choosing Charter Chat Live! A Customer Care representative from General Sales Inquiries will be with you shortly.
You have been connected to CVW Jon B .
CVW Jon B : Hello, my name is Jon B. Thank you for contacting Charter Communications. How may I assist you?
anonymous: Hi I was wondering where I can get more information about additional fees for excessive internet usage
anonymous: I was on http://www.charter.com/Visitors/Policies.aspx?Policy=2
anonymous: and reading #12
CVW Jon B : It would appear as though you have been mistakenly routed to our order desk. Please wait one moment while I transfer you to our internet support group so they can assist you with that. But first I'd like to review your services to see if there is anything I can offer you. May I please have your name and either your account number or your address including city, state and zip code along with your phone number?
anonymous: and was wondering what additional fees are
anonymous: but I could not find any information
anonymous: no.
anonymous: I am just interested in the new package
anonymous: but I already chat with internet department
anonymous: but could not get any answers
anonymous: is what I am asking about something bad?
CVW Jon B : No, it's something don't know the answer to.
anonymous: oh
anonymous: but you understand my question thought, right?
CVW Jon B : Yes, you want to know what the fees would be.
anonymous: I already talked to internet department and they don't have an answer
anonymous: I asked Billing and they don't have answers either.
anonymous: so I am a bit confused.
anonymous: at the same time I want to make sure of all options before making any purchase.
anonymous: so I thought sales would know.
anonymous: would you have anyone around your desk to ask about this question?
CVW Jon B : No. I could put you in touch with our "advocate queue" if you'd like.
anonymous: well I didn't mean to inconvenience you with the question.
anonymous: I just wanted to find out, since It would not be pleasant to get disconnected without notice
CVW Jon B : I Will put you in touch with our advocate queue, they might have an answer to your question. One moment please.
CVW Jon B : Thank you for choosing Charter Communications Chat Support. For general self-help, please visit http://support.charter.com. Also, check out our "Live it with Charter" customer rewards program. It is absolutely free, and you are eligible simply by being a Charter customer! You receive points based on your monthly service rate, and you can get rewards ranging from a members-only website, to free video on demand movies, to being eligible for exclusive beta testing of new products and services! For more information and to sign up, you can check out the Live it with Charter website here: http:// www.liveitwithcharter.com Thank you once again, and have a wonderful day!
CVW Jon B has left the session.
Please wait while we find an agent from the CHAT - MDVL - Advocate department to assist you.
You have been connected to TTM Ann .
anonymous: thank you
TTM Ann : Hello, welcome to Charter. My name is Ann. Can you hold for a few minutes while I read the previous transcript, please?
anonymous: sure
anonymous: thank you
TTM Ann : Thank you for holding.
TTM Ann : I apologize, but you were transferred to me incorrectly. I am not a supervisor for tech support.
anonymous: well tech support didn't know either
TTM Ann : You can get a tech support supervisor at 888-438-2427 as they are not available in chat.
TTM Ann : I apologize for the inconvenience.
TTM Ann : Is there anything else I can help you with today?
anonymous: well sounds like you don't have the answer either
anonymous: well are there any options to press to reach the supervisor?
TTM Ann : You can get a tech support supervisor at 888-438-2427 as they are not available in chat.
TTM Ann : Not in chat.
TTM Ann : Is there anything else I can help you with today?
anonymous: ok. will try that. well until I find out for sure, I would need time to decide
anonymous: thank you
Jaal
orlando, Florida
U.S.A.
Thank you for choosing Charter Chat Live! A Customer Care representative from HSD Support will be with you shortly.
You have been connected to TTD Bryan .
TTD Bryan : Thank you for contacting Charter Communications Support Team. My name is Bryan. How may I assist you today?
anonymous: Is there such thing as excessive internet usage fee?
anonymous: I was reading on line disclaimer and just wondering about it
TTD Bryan : Where did you see that fee?
anonymous: I can't find the word explicitly stated
anonymous: but I saw the line where it says there will be limit
anonymous: as to how much can be downloaded each month
TTD Bryan : What are you trying to download?
anonymous: no
anonymous: I am not trying anything
anonymous: I am just curious if there is a fee.
anonymous: since I am itnerested in some internet packages you have
anonymous: and I wanted to make sure all basis are covered
TTD Bryan : No, there is no fee.
anonymous: but it does say the account can be terminated
anonymous: here is the copy
anonymous: Charter may at any time and without notice, suspend excessive bandwidth capability, suspend Customer's access to the Service, require Customer to pay additional fees in accordance with Charter's then-current, rates for such service, or terminate Customer's account.
anonymous: so I was wondering what the additional fees are
TTD Bryan : I apologize, but I do not have updates about the account can be terminated. To be further assisted with your concern, you may call us at 1-888-438-2427. Thank you.
anonymous: and suspending access to the service sounded rather harsh
anonymous: well I have
anonymous: and I came back on line since I could not get any answers
anonymous: here is the link from your company
anonymous: http://www.charter.com/Visitors/Policies.aspx?Policy=2
anonymous: and look under #12
TTD Bryan : I apologize, but I would need you to contact us for further assistance. Thank you.
anonymous: is there any reason why you can't answer my question?
anonymous: couldn't you ask anyone else around in your department?
TTD Bryan : I apologize, but I am from the technical support department and I do troubleshooting on internet connections.
anonymous: which on line department can I ask?
anonymous: I asked billing and they forwarded to the internet department
TTD Bryan : You have to contact our customer care departent to be further assisted and you can not reach them online.
anonymous: ok. I guess I should try it then.
Thank you for choosing Charter Chat Live! A Customer Care representative from General Sales Inquiries will be with you shortly.
You have been connected to CVW Jon B .
CVW Jon B : Hello, my name is Jon B. Thank you for contacting Charter Communications. How may I assist you?
anonymous: Hi I was wondering where I can get more information about additional fees for excessive internet usage
anonymous: I was on http://www.charter.com/Visitors/Policies.aspx?Policy=2
anonymous: and reading #12
CVW Jon B : It would appear as though you have been mistakenly routed to our order desk. Please wait one moment while I transfer you to our internet support group so they can assist you with that. But first I'd like to review your services to see if there is anything I can offer you. May I please have your name and either your account number or your address including city, state and zip code along with your phone number?
anonymous: and was wondering what additional fees are
anonymous: but I could not find any information
anonymous: no.
anonymous: I am just interested in the new package
anonymous: but I already chat with internet department
anonymous: but could not get any answers
anonymous: is what I am asking about something bad?
CVW Jon B : No, it's something don't know the answer to.
anonymous: oh
anonymous: but you understand my question thought, right?
CVW Jon B : Yes, you want to know what the fees would be.
anonymous: I already talked to internet department and they don't have an answer
anonymous: I asked Billing and they don't have answers either.
anonymous: so I am a bit confused.
anonymous: at the same time I want to make sure of all options before making any purchase.
anonymous: so I thought sales would know.
anonymous: would you have anyone around your desk to ask about this question?
CVW Jon B : No. I could put you in touch with our "advocate queue" if you'd like.
anonymous: well I didn't mean to inconvenience you with the question.
anonymous: I just wanted to find out, since It would not be pleasant to get disconnected without notice
CVW Jon B : I Will put you in touch with our advocate queue, they might have an answer to your question. One moment please.
CVW Jon B : Thank you for choosing Charter Communications Chat Support. For general self-help, please visit http://support.charter.com. Also, check out our "Live it with Charter" customer rewards program. It is absolutely free, and you are eligible simply by being a Charter customer! You receive points based on your monthly service rate, and you can get rewards ranging from a members-only website, to free video on demand movies, to being eligible for exclusive beta testing of new products and services! For more information and to sign up, you can check out the Live it with Charter website here: http:// www.liveitwithcharter.com Thank you once again, and have a wonderful day!
CVW Jon B has left the session.
Please wait while we find an agent from the CHAT - MDVL - Advocate department to assist you.
You have been connected to TTM Ann .
anonymous: thank you
TTM Ann : Hello, welcome to Charter. My name is Ann. Can you hold for a few minutes while I read the previous transcript, please?
anonymous: sure
anonymous: thank you
TTM Ann : Thank you for holding.
TTM Ann : I apologize, but you were transferred to me incorrectly. I am not a supervisor for tech support.
anonymous: well tech support didn't know either
TTM Ann : You can get a tech support supervisor at 888-438-2427 as they are not available in chat.
TTM Ann : I apologize for the inconvenience.
TTM Ann : Is there anything else I can help you with today?
anonymous: well sounds like you don't have the answer either
anonymous: well are there any options to press to reach the supervisor?
TTM Ann : You can get a tech support supervisor at 888-438-2427 as they are not available in chat.
TTM Ann : Not in chat.
TTM Ann : Is there anything else I can help you with today?
anonymous: ok. will try that. well until I find out for sure, I would need time to decide
anonymous: thank you
Jaal
orlando, Florida
U.S.A.
2 Updates & Rebuttals
Cubbump
Marion,North Carolina,
United States of America
Reason for the disclaimer of fees for internet.
#2UPDATE Employee
Sat, December 05, 2009
The reason there is a disclaimer of termination or fee's for excessive use of internet, is so that Charter can protect themselves from people that order the internet for uses other than that of a normal subscriber.
Several years ago we had a person have Charter Internet installed in their home, everything was normal for a few months, then suddenly their usage stayed at a constant maxxed out rate. Upon investigation, we found that the person had hooked Charters service up to a server and was selling dialup service.
Other cases of neglect are people in apartment complexes selling wireless access to their residential internet service.
All ISP's have similar disclaimers to protect themselves from people that use their services for purposes other than what they are designed for.
Umatter2charter
Town And Country,Missouri,
U.S.A.
Employee Offer of Assistance
#3UPDATE Employee
Sun, July 12, 2009
Hello Jaal, My name is Josh Chapman and I am a Communications Specialist with Charter Communications. I apologize for the difficulties you have experienced while attempting to have your questions answered about our Acceptable Use Policy (AUP). In order to help you I would like to clarify as much as possible for you. The link you provided, http://www.charter.com/Visitors/Policies.aspx?Policy=2, is the Commercial AUP. This policy is different from the Residential AUP. To see the Residential High-Speed Internet AUP, please use this link, http://www.charter.com/Visitors/Policies.aspx?Policy=6. It explains in greater detail the acceptable use of services as well as what may occur if a customer went over the limits. At this time, we have not implemented a fee structure for excessive bandwidth use. If a customer becomes close to the bandwidth cap, we will contact the customer directly to help them better manage their Internet usage in an effort to avoid any penalties. If you were attempting to find out about the Commercial AUP, we can have someone from Charter Business contact you to discuss the possible different terms and conditions of the service; however, our eChat Agents are only available to assist residential customers at this time. If you do have additional questions or concerns, please feel free to email us at [email protected] with my name, Josh, in the subject line. Thanks.Josh
