Charter communicationsthe worst customer &service& ever

This review was posted by
a verified customer
Verified customer

My experience with charter communications has been a nightmare!

I have been trying to establish communication services with charter for three weeks, to include Cable TV, Phone, & Internet. The following list is a brief summary of some of the problems I have encountered.

-I was told I would get basic & expanded basic cable TV, Internet, and phone (with free long distance) for $69 per month for a year. This was confirmed several times in the process of contacting charter. After several services were installed, I was then told the price would be in the $130 range, which was $60! more than I had been told and had confirmed on several occasions.

-I was told I could get three outlets installed (one with a digital box) for the basic installation charge and so I ordered three outlets. The installer/contractor who showed up for the installation of the cable TV said he had a work order to install only one outlet. I told him what I had ordered and what I needed and he acted as if I was doing him wrong, he stated he would need $10 per outlet for the "additional" outlets and required a $60 deposit no matter how many he installed. I was never told I would have to pay a deposit to the cable TV installer(I had already paid an $80 & $30 deposit during the first installation appointment, in which charter reps installed the internet and phone). I went ahead and paid the $60 deposit and had one TV connected.

-Following the initial mess up with the two additional outlets that were to be installed, charter cancelled/missed two more Saturday appointments (after I waited most of the service call time frame!) due to some incomplete or incorrect order status? I had confirmed each of these appointments and the order details several times, including on the day of scheduled installation!

-During the last botched up Saturday appointment to install the two outlets (and a DVR), the Charter reps that showed up stated their work order did not mention the two outlets and that the DVR I ordered was not available. One of the reps stated that the DVR he had been given was better than the one I ordered (it was called “moxi box”?); I informed him that I did not want a different, heavier, and hotter running box. I had no room for it on top of my TV (where it would just fall off and break, or worst yet - injure someone) and my entertainment set up did not support the connections available on this moxi box. They couldn’t hook it up, so they left without doing anything.

-All three of my services have been out for 1-3 hours for 9 consecutive days.

-I was told I would be called back a minimum of 3 times and yet never received a call back for the problems mentioned here in this letter. The very last rep on 09/13/08 did call me back – but was unable to do much of anything to make up for all the trouble I had been having. He managed to get another service appointment scheduled. The service guys who came out were unable to fix the problem.

-Much of this is included in charters own history of my account activity (as far as I have been informed by some of the charter reps I spoke to).

-I can only approximate the number of calls I had to place to charter during this ordeal, but would say that I made approximately 2 calls per day for a total of three weeks, which equals approximately 21 calls. I would round it up to at least 30 total calls and many of these were 30-60 minutes or longer in duration.

-I never once cursed, screamed, became belligerent, or expressed myself in anything but a reasonable manner though out this entire ordeal.

-5 weeks later my cable services are still going out and my bill is still screwed up.

I have sent a certified letter to the corporate head quarters and a version of this letter was included in a complaint to the Better Business Bureau.


  • Tk
    TKONC Mar 30, 2011
    This comment was posted by
    a verified customer
    Verified customer

    I've gone through an absolute nightmare with Charter Commuications since beginning service in August 2010. My internet service has NEVER worked up until 6 weeks ago. For 9 months, I called EVERY SINGLE DAY, to finally include calling Corporate who promised me to resolve the issue.. Not only did they not resolve it, but they screwed up my billing in the process. Some 3 months AFTER Corporate got involved and after threatening to go to my Congressman and escalating above the Corporate person's head( their supervisor) they FINALLY sent a Linesperson out because the lines were bad out here, something I said REPEATEDLY as I was told OVER AND OVER AND OVER by the internet techs coming out for 9 months- WHO changed out my internet box 3 separate times, replaced all of the silver connectors twice, installed a box to speed up my service inside, removed the box the very next call.. went out to my box outside and adjusted the signal, went out and readjusted the signal and on and on. Customer Service can BARELY speak english because Charter Communications who ROB Americans for their lousy service, have SOUTH AMERICAN and PHILLIPINE call centers. They don't care how badly they treat you. I could go on and on.. IT'S THE MOST HORRIFYING EXPERIENCE I'VE EVER HAD. If there were ANY other cable or internet provider where i lived, I'd dump this sorry- A service! I hope Charter goes bankrupt.

    -TKO North Carolina

    0 Votes
  • Tj
    TJLL Oct 31, 2010

    10/31/10 Charter came to my house in CA. to install Internet service. I asked them to wire 2 rooms. They said Charter does not allow anything more than 1 outlet on 1 wall. They said they could sell me a wireless transmitter to send the signal to another room, if I wanted. They are liars, as my neighbors have had Charter install outlets on more than one room in their houses. Also, Charter has replaced their easy to use Email service with a complicated, confusing format that isn't worth using. Because of these things and because of Charter's terrible customer service, as soon as any other high speed Internet provider comes to my area, I will immediately dump Charter.

    0 Votes
  • Rm
    RML2005 Dec 13, 2009

    Charter is the worst in all internet and cable providers i've had. I initially complain about internet connection being lost, they sent two technician to my house the first day and it took them more than two hours and at the end they didn't solve any of the issues, they noted that they will be back later that day to bring back a new cable modem. They never return, after calling charter they noted that they will have the technician back at the house the next day. To make the long story short, they wasted my time they came back 4 more times after the first visit and at the end did not solve the problem. I still had lost connection and will be canceling this as soon as i get an alternative internet provider in my area. The worse part of this matter is i am stuck with them until the city opens up more doors for other providers. I am fed up of Charter and I can't wait till Fios opens up in our area.

    0 Votes
  • Pa
    Paula Nov 06, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Amazing. I was told the exact same thing pertaining to the phone jacks outlet. was also charged $60.00 per outlet. I have also been on the phone with them more than I can count. I was joking with one of the supposed charter help techs, that I was going to put them on speed dial with as much issues that I have been having. Also one tech came on a call deleted a file out of my add/remove programs called WINDOWS. As to my understanding I actually need WINDOWS to run my computer. Took my computer to the shop it was a bill of $150.oo + tax. Was told by a charter worker that a damage assement was in effect to pay for the damages done by that one tech. Well here it is bill due date I have yet to hear from them about the damage assement. Oh, I called them this morning. I was informed that they tossed it out due to the fact that the tech was not supposed to be working on the computer (which I also called to complain that I was unable to log on to the internet) hmmmm. So now thus far im out of $160.00 for the jacks they installed, $150.00 +tax for the computer to be fixed, and a bill of $300.00 pus due on nov 7th. Charter is not very good at fixing issues with the customers THE RUN AROUND is the game they play. There is much more that I could complain about but I'm stopping for now.

    0 Votes
  • Ro
    Robert Oct 06, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Having the same bullcrap problem ...but i "only" have internet and they never seem to be able to help me either. Was wondering what ..if any... outcome you've had with the letters you've sent. Email me...

    0 Votes

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