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Charter High Speed Internet / Internet intermittant / out for a week

1 Calabasas, CA, United States

A major outage occurred on Monday August 17, 2009, affecting over 5 million customers at Charter. Since then, my internet connection has been intermittent, and completely useless for good parts of the day, usually between 9a-6p it is up only part of the time. I put in a call last Thur Aug 20 to support over the phone. I was scheduled for a support call 2 days after that on Sat Aug 22. In the morning a tech came out and changed my cable modem. It worked for about 15 min, then the service became unreliable again. I called support, another tech came out about 3p on Aug 22 and told me the problem was outside my home and a "first response" team would be out within 48 hours to look into. I called tech support on Monday Aug 24, 2009, they told me no one would be out to look at the problem until Tues Aug 25 between 8a and noon, but that they were allowed up to 10 days (a contractor) to finish the job. I run an art business from home. This means that in the worst case, I may be without reliable internet service for 17 days. This is unacceptable.
Rick Duim

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