Complaint Review: Charter Communications - Nationwide

314-965-0555 Wait for the operator. Tell them you want the CEOs office regarding a problem. She will connect you to Esclation. Esclation is one of the last options in the menu when you are connected to the department. I spoke with them about an on going problem that wasn't getting resolved locally. It got resolved.

314-965-0555 Wait for the operator. Tell them you want the CEOs office regarding a problem. She will connect you to Esclation. Esclation is one of the last options in the menu when you are connected to the department. I spoke with them about an on going problem that wasn't getting resolved locally. It got resolved.

314-965-0555 Wait for the operator. Tell them you want the CEOs office regarding a problem. She will connect you to Esclation. Esclation is one of the last options in the menu when you are connected to the department. I spoke with them about an on going problem that wasn't getting resolved locally. It got resolved.

I worked for the central FL Convergys office briefly in 2006. I was placed into the Charter Cable account as it was the only one with daytime training. All other accounts trained from 4 pm to midnight, which I could not do as I attended school 3 nights a week. I quit before the training ended, for a couple of reasons. 1) I got sick and missed two days of work. Upon my return, I could not catch up. The traning moved so fast I was far behind and did not have a clue what was going on. 2) They expect you to be technically oriented and you must know how to troubleshoot common cable problems. They expect you to know what all the wires are and how to hook them up on the box or on the wall. They expect you to be able to fix cable problems over the phone. I am not technically oriented and I don't know what any of the cable wires are or how they work. The "training manual" just showed complicated diagrams with no real explanation. We were told that sending out a tech should be the last resort and we were expected to do whatever we could to solve the problem ourselves. 3) You only get two weeks of training. One week in the classroom and the next week you are on the call floor. Sink or swim! In order to be a customer service rep you must have a detailed knowledge of technical issues and be able to solve problems and troubleshoot. Their training stinks.

I live in Monmouth, Oregon. Charter Cable has provided cable TV service in this area for years. However due to the large number of complaints and unhappy customers, the cities of Monmouth & Independence, Oregon (This two cities are back to back) have formed MINET, which will provide cable TV, Internet and telephone service to it's citizens at a much cheaper rate, I think that ALL cable companies need to realize that unless they start cleaning up there act they are going to lose out as well. I would suggest that you contact your city council and start a drive to have the city start its own cable service.

One of my trouble shooting things was exchange the box for one of the working ones. (the techs never did this.) And while I was on the phone with her, that box worked fine, so she definately knew that it wasn't the wiring in her house, it was the box. Have you tried switching another working box for the one that is not working? If not I suggest that you do that. If the cable still doesn't work, it is a wiring problem.

As others have said take the box back for another one. My mother had techs out to her house several times for due to one of her digital cable boxes not working. The tech said pretty much the same thing as they said to you, it was the wiring in the house and it needed to be replaced. Well since the house she lives in is owned by the company she works for she was going through the proper channels to get this, when I called her and she told me about the problems, I told her that it is probably the box, because the other ones worked fine and her internet worked fine. She took the box in and has never had any problems with it since then. And no I do am not a tech, or anything like that, just something sounded wrong about what my mother was telling me, so I decided to trouble shoot with the same things I did with my Digital Cable box, which was defective. And her cable company when she called about the box, had NEVER had her do any of those things. As mentioned before she just took the box back and got another one and as soon as she plugged it in, it worked fine.

As others have said take the box back for another one. My mother had techs out to her house several times for due to one of her digital cable boxes not working. The tech said pretty much the same thing as they said to you, it was the wiring in the house and it needed to be replaced. Well since the house she lives in is owned by the company she works for she was going through the proper channels to get this, when I called her and she told me about the problems, I told her that it is probably the box, because the other ones worked fine and her internet worked fine. She took the box in and has never had any problems with it since then. And no I do am not a tech, or anything like that, just something sounded wrong about what my mother was telling me, so I decided to trouble shoot with the same things I did with my Digital Cable box, which was defective. And her cable company when she called about the box, had NEVER had her do any of those things. As mentioned before she just took the box back and got another one and as soon as she plugged it in, it worked fine.

As others have said take the box back for another one. My mother had techs out to her house several times for due to one of her digital cable boxes not working. The tech said pretty much the same thing as they said to you, it was the wiring in the house and it needed to be replaced. Well since the house she lives in is owned by the company she works for she was going through the proper channels to get this, when I called her and she told me about the problems, I told her that it is probably the box, because the other ones worked fine and her internet worked fine. She took the box in and has never had any problems with it since then. And no I do am not a tech, or anything like that, just something sounded wrong about what my mother was telling me, so I decided to trouble shoot with the same things I did with my Digital Cable box, which was defective. And her cable company when she called about the box, had NEVER had her do any of those things. As mentioned before she just took the box back and got another one and as soon as she plugged it in, it worked fine.

I've had it with customers who feel they need to rip my company apart. I've had it with ex-employees (if you can call yourself that) quoting on how to get away from my company. NOW HERE'S MY TWO CENTS WORTH!!!!! First of all...I take calls from the Somerset KY area. And from just what you are describing in your complaint-YOU PROBABLY HAVE A SIGNAL PROBLEM!!!!! NO MATTER HOW MANY "NEW" BOXES YOU GET ITS NOT GOING TO FIX THE PROBLEM. That's what I hate when I get a caller sayS " I need a tech to bring me a new cable box" without me even hearing the problems first. Like they went through the training and have worked with this company for almost five years like I have. And the person from Convergys... It's not Charter's fault you went out on the floor with no training. It's Convergys. I was initially trained by Teletech, worked there for a few years contracted to Charter and then got on at Charter. So what I know mostly came from Teletech. And yes...if a tech says he'll be back, don't count on it. Why? Well they only have about 20 other jobs to do that day. And the next, then the next. Yes, techs should never say "I'll be back" they should say "This needs more than what I can do right now can you please call in and schedule another appointment because I will probably forget if I do this myself." But then they never do...must be a man thing. AND GUESS WHAT???? If you have a problem with a contractor then request a Charter tech!!! DUH! Here's my suggestion for when you have a problem with your Charter cable service: 1-Call the customer service number ON YOUR BILL!!!! 2-Don't try to tell the rep what needs to be done for your problem. Yes we actually do know what we're doing. Imagine that! 3-Don't expect FREE WIRING!!! Unless it was something we installed when we put the service in and hasn't been all that long. Come on now people...Do you expect a plumber to come into your house and replace all your pipes for free five yeats after you've moved in for a leaky faucet. Think not. The telephone companies sure won't do it either why do you expect the cable company to do it? Hmmmm? 4-If you don't feel you're getting the issue resolved-go another route. Try getting off your a*s and going to the local office and asking for a tech supervisor. Or even asking for a tech supervisor to call you back when you call in. If the rep on the line won't escalate it themselves then you need to take that step. However, I will say one thing. Some people take this as a rep can't help someone. I'll give you an example... Had a lady from Mass, her VOD had never worked, we had sent out techs, we had sent reboots, blah blah blah etc. I told her (and I quote) "Well you've never gotten me have you?" She thought I was being a little b***h. Well guess what I got her VOD to work. So don't ever ever think the only person who can help you is a sup cause most the time they have no idea how to fix your problem except to send it to the local office. In your instance I would have had my escalation desk forward this issue to the KMA's tech ops sup, scheduled another trouble call(not telling the tech to just swap out the boxes), and sent a form to the local tech sup. For the person from Convergys I feel sorry for you...I see your name on many of the complaints here for Charter. Do you feel you need to badmouth my company for your insecurities? Obviously you couldn't hack it or you'd still be working there. Suzanne, I'm sorry you had to go through what you did. I just wish I had talked to you. I love my job. I love a challenge. But I feel it's time people need to quit bad mouthing Charter. Cause I've had it.

There is nothing wrong with a sub-contractor. Be happy it was a contractor, it could have been worse with a Charter tech. I installed cable, pipeline, routers, hard line, fiber optic,etc. for Charter. Most jobs were commercial or homes for VP'S here in St.Louis . As for the boxes, take them to the nearest office and exchange them. A tech isnt gonna give you a box. He/She only carries the amount needed for jobs already scheduled for box installs with maybe one spare. A tech will not return with a box either. I personally used that excuse myself, but I would call the office and have it schduled for a box install before leaving. Hey, we run on a timeframe here!!! It sounds like the boxes are not getting enough signal to keep working :)

Your complaint is typical of a Charter call. My guess would be your call was routed to Convergys Customer Management in Florida, but it's been since July since I worked there. At any rate, you should follow through and quit Charter, following these steps: 1) Bring in the boxes YOURSELF to the local office 2) Ask for a RECIEPT for return of equipment. KEEP THE RECIEPT! 3) Ask for a PRINT OUT of your ending balance. KEEP THIS INFORMATION! I do have one major critisim of your story, and that is: if you have a "business", why the heck are you using a residential account? Even if you have a home run operation, you are eligible for a commercial account with most providers. Besides, you should always have a back up dial up or other connection if your business is dependant on the Internet. (For television service, unless you are a bar, you are paying regular rates). As far as "I believe they teach a course on how to lie at their tranings." I'm guessing you mean "during their training"? If that's the case, probably if you spoke to an ACTUAL Charter agent. I know for contract workers such as myself, they taught us nothing, just slapped us on the phones! That should come to be no surprise to you, as you know the techs are contractors too. ***NOTE: This is becoming a industry wide thing. even satalitte does this. If you disapprove of outsourcing (trust me, it's no fun working for these companies), then complain to the FCC, the BBB and other consumer rights/advocacy groups as you've done here! To get Charter OUT OF YOUR MUNICIPALITY, call your municipal office! Cable companies are required to pay part of the taxes that they earn from your bill to the municipality, ergo, the government is ALSO thier boss Also: Screaming at representatives that you have a business/ill relative ect... won't change things, in fact, some of the actual Charter agents get annoyed with those calls and start messing things up more. It's far better to just PEACEFULLY drop off the equipment and encourage your friends to do the same.