Charter Communications has recently disabled the IEEE-1394 (FireWire) ports on both of my HD cable boxes. One is a Scientific Atlanta Explorer 3250HD and the other an Explorer 4250HDC. These ports are used to send non-decoded video streams to devices such as some HDTVs and DVHS recorders. Numerous contacts with different members of the support staff including higher level ones has yielded nothing but as many different excuses for the problem and no answer.
Active IEEE-1394 ports are required to be provided upon request according to 76.640 Section 4 Subsections i and ii of Title 47 of the Federal Code of Regulations. Besides this legal requirement, Charter even documents the ports on their website. Regardless of this fact, none of the support personnel seem to even know what the ports are. Because of this, it has been impossible to get Charter to re-enable the ports as is legally required.
Within the past 3 years, in my area of orange county, southern california, time warner cable started bundling their services so you get phone, internet and cable for package pricing. When they started this practice they also pushed hard for new customers. From that time their service has declined dramatically, and I assume their customer base has increased. When you call for customer service you have a minimum of a 10-15 minute wait for help, today one time, I was on the phone 1hr and 15 minutes.
Today was the last straw, cable in a monopoly! My dvr box and cable channels have not been working, channels have not been coming in for a week now, and before that the dvr wasn't working for other reasons. I have called and called, been on hold for an hour+ and finally today had an appointment set up for a technician to come out between 1-3 pm. I called yesterday to confirm my appt., I called this morning to re-confirm the time as I had taken off work to be available. I was assured they would be here between 1-3 although they couldn't tell me the exact time the first time I called. When no one was here by 3:00pm I called back. I was placed on hold while they contacted the tech to see my place on his schedule and my time, I was assured the tech would be here no later than 3:30. When it got to 4:00 pm still no one was here and I called back again. This time I was told he was backed up and would "definitely" be to my home no later than 5:00 pm. I was given a $20 credit for my trouble. At 5:15 I called back again and was told I had never been on the schedule and it was all a big mistake. I told them they needed to get someone out tonight, that I had taken the afternoon off work, cancelled my evening plans and couldn't take more time off work again. Tomorrow is the presidential inauguration and that will not happen again, I will be at work and I have been paying their high prices so I can record historical events like this. At this point I can get 1 channel! They said they usually had emergency techs for this type of problem but they were all busy, I was out of luck. My current choices appear to be, I could take more time off work or wait until the following saturday to get my cable fixed (today is monday), or I get satellite tv but that will take time.
What can we do switch cable companies, I would if that were possible but we all know it's not?? I really do not want satellite, but what choice do I have? I told them not to set up another appt. I was looking for service somewhere else but I do not know where to go. Where can I go to get help? This happens with time warner every time I call for help. Frequently my phone doesn't work for a full day if not more. Are there answers to these questions or anyone people like me can turn to for satisfaction?
Charter cable customer service is absolutely terrible. Over the last 4-5 years that we had Charter we have experienced several nightmares. First a tree fell across the street and brought down the power and cable lines. Charter connected the service by laying a cable in my front yard in the grass and it took me about 14 calls and several personal visits to their office over nearly a year to get them out to hang the cable.
Second our internet service never worked properly. A tech came out and ran a new cable from the house to the pole and it worked better for a while. After a year, the cable is still laying in our yard.
Third, about 8 months ago they called to ask if I wanted to upgrade to a digital package with a six month "trial rate" lower rate than we already had, so I accepted. They told me the tech would be out a few days later and we arranged a time. He never showed at the stated time and they never called to confirm or check it out. Since I was getting a better rate, I blew it off for six months until the "trial rate" was over.
Forth, and the best. At the same time our internet was still not getting good reception so I called on 11-03-08 to cancel both the digital package that I never received mentioned above and our internet service. I was told that I could not cancel my internet because I had an "outstanding balance" ($171.21) and that they "would cancel my internet once it had been paid". I immediately paid it and the 171.21 payment cleared my bank 4 days later. Guess what, my December statement STILL HAD BOTH SERVICES, NEITHER HAD BEEN CANCELED. When I called to question this and get it resolved the customer service person "Anthony" advised that when my outstanding balance was paid "I was supposed to have called them back to tell them back to remind them that I still wanted my internet service canceled". When I told him that no one had told me I had to "call back after my payment had cleared" and asked why I had to call them back he said that they couldnt cancel my service "without my authorization". I said "WHAT"?!!! I just told them 4 days before the payment cleared that I wanted it canceled did they have record of that? He said yes, but I was still supposed to call and tell them that "that was the way their system was set up". I told him its not my problem the way their system is set up. I lived up to my end of the agreement. I went through TWO supervisors, "Diana" and "Charline" and they all sounded like robots telling me the same thing and even adding that they would not cancel it now, nearly 2 months later because I had another "outstanding balance" ($105.65) which included the 2 services that I asked them to cancel nearly two months ago! In other words, they are now charging me money for 2 services that I have already asked them to cancel nearly two months ago and no longer use (I have had ATT internet since October) and one I never had, and STILL will not cancel because they want payment for those 2 services which I told them that I did not want nearly 2 months ago! It was absolutely incredible display of customer diservice and I feel may have even breached a few laws. I Am looking into it. I felt like I was talking to people from another planet. I have never heard of someone not being able to cancel their service anytime they wanted without a contract.
Charter Communications has had a multitude of consumer complaints filed with the BBB and is rumored to be filing chapter 11 bankrupsy (who would have thought with their questionable business practices). Look it up and see for yourself.
Bottm line...DO NOT DO BUSINESS WITH CHARTER COMMUNICATIONS, YOU WILL REGRET IT!
I depend on my internet service for a small home based business. As we are all aware, every dollar adds up these days! The service has been off and on for the last 4 days. Sometimes for half an hour, sometimes for much longer. My customers are upset (not with me particularly), but with the situation. I get an email for an order and try to reply only to find the service down - again. My family depends on this extra source of income and I hate to possibly lose good customers.
I am thinking of going to Verizon Fios, however the thought of changing emails for the bank and many other places seem daunting. TW did give me a credit for 8 days, however FIOS is cheaper anyway. The customer service is usually horrendous - many times asking me to contact Apple as I have an iMac. The vast majority of problems are the fault of TW, not Apple. I'm thoroughly disgusted and WILL switch if necessary. My husband will just have to get used to a new channel lineup for the TV, lol.
I'm in Southern California - today TW blamed the *server* problems on the California fires which were quite awhile ago. Obviously just an excuse. Argh!
Last month (November), I relocated my place of residence. I called Charter Communications to cancel my service. The only equipment I had belonging to Charter was a cable modem used for internet service. I informed the rep. of this, only to be told that all billing will stop when I go to the nearest office and turn in the modem. I was also told that this is the only way that I could stop my services, and that the nearest office was 45 minutes away. Needless to say, I did not make it to the office to disconnect my service.
After my move, I called and spoke to another rep. who informed me that the service tech. would have PICKED UP the modem from my home on the scheduled day of disconnection. She then told me what day the services would stop, and gave me information regarding the credit which Charter owed me...which was 9.52 .
Several days passed, and I called back and spoke to ANOTHER representative. This time the guy told me that I could purchase the modem, which could be used with other providers, over the phone with no hassle. I obtained the necessary information from him to mail the modem back if I chose to do so.
Several days later, I received a notice in the mail from Charter threatening me with legal action if I did not turn in the modem. I then called in and spoke to another rep. who told that me I COULD NOT purchase the modem over the phone, and that I would have to wait for the bill to come through the mail. So I waited...nothing came except ANOTHER threatening letter.
I called back and spoke to yet another rep., who refused to do ANYTHING with my account. He said that I had set up a "pin" number, and that I had to recite this before continuing. I told him that I had NEVER been asked for a pin, nor did I ever set up one. I gave him a few choice words, and hung up. This was inappropriate, but I had reached my limit.
I calmed down, and called back. I pretended that I had not talked to anyone about my payment options, and told him that I wanted to pay for the modem. There was no problem. I told him that I had a Visa check card, and I proceeded to give him the number. Then he asked for my routing number. Routing Number? I was using a CHECK CARD. I was starting to get hot again, but kept my cool. He had no idea what I was talking about, so I just told him it was a credit card. Then he was able to process it, and (without too much confusion) processed my payment.
I don't know what the problem is...maybe a language barrier, or cultural differences...but it is ALL EXTREMELY FRUSTRATING.
Charter communications is a franchise. They pay the areas they are in to do business there with your money...
I ordered time Warner Cable about a year ago they advertised all this great stuff on the tv about free on demand free hdtv and free movies on demand so I figured what a great deal for my family to get a bundle with all this great stuff well for the past year no on demand no free hdtv and no free movies cause it never works and i have called several times they have even came to the house but it trouble at the companies side they always say that they are upgrading even the tech that came to the house said that they really don't offer it they just say that to have you to contract with them! That is a complete rip off! They aren't honoring what they say that they will when you purchase the cable, but they are quick to send you a bill with all the free stuff on there i mean i know it is free but my whole reason to get it was because it said all this stuff came with the package. I am very unsatisfied with the company!!! they always have excuses and don't honor what they say! Can they get away with this???
Where to start - they say they are "competitively priced" however when they give kickbacks to an aparment complex (that they deny) they do not have to be competitive! A customer has no choice in cable service and they do this: you can have our service at a discount if you sign a 15 month contract (when they know leases are 12 months!) hey and if you choose to cancel your service after 12 months - guess what? You are charged a big termination fee and have to pay for the concessions you had been given!!! They say hey that doesn't work for you? You can have our service at a month to month service however you will be charged full price which is twice as much as you were charged at your last cable company (cable with internet) who you would love to continue with however your apartment complex refuses to allow competition in to there complex (remember they are getting kickbacks - but time warner says they are not paying it!!!). But hey wait you can sign a contract for just 10 months and if you choose to continue from there you will pay full price! Remember thats twice as much?? So someone please tell me where are they competitive???
I moved to a new apartment. I called time warner cable to cancel my old account because I didn't know...
I moved to Chicopee MA in April of 2007. I signed up for Charter Cable and immediately began to have problems. The billing amount was slightly different than what they told me but it was a small enough amount where it wasn't worth the time to report it. I let it slide. I paid my bill online via a method that did not require a username or password.
For months, my bill was paid without error. During a system upgrade, the option to pay without establishing a username and a password was removed. I attempted to establish a username and password but due to system difficulties, I could not. I began paying my phone utilizing their automated system. This is where the real trouble began.
Prior to a summer cruise, I paid my bill. A short time after arriving back, I received a late notice. I knew that I had paid in full, so I pulled my credit card statement up and phoned Charter. On my statement I was able to read back the account number that had been paid. I read that to the Charter agent who determined that somehow my phone lines were switched with someone who lived on the same street.
I was told the matter would be resolved without any further information needed from me. Later in the evening, I received a phone call from a supervisor demanding that I send my credit card statement via fax showing that I had paid the bill. I have previously worked in the Fraud Division of a Financial Institution and felt that fax was not a secure method to send any personal information through. I refused.
After some arguing, I agreed to take a trip to the local Charter Office and show my credit card statement to an individual woman. I did and the matter was resolved until the following month where the same thing happened once again. Again, I took the trip to my local Charter Office. I then phoned the 1 800 number and asked to be established online.
After speaking with three different individuals I was told they were unable to establish me online but did not know why. I had the account number and passcode correct but their online banking would not register me. I was frustrated but attempted not to take my anger out on the agents and instead let it go to the following month where once again, my funds were attributed to another account. During this time-frame, I had spoken to supervisors and managers in vain.
I had made every logical attempt to resolve this matter kindly. Still, because they kept attributing payments improperly, I was receiving late notices and threats to discontinue service in the mail. I pay my bills on time. I dislike threats and little yellow warnings. It just didn't stop. After dealing with the same situation yet again, I demanded being established online. The agent I spoke with had the audacity to state that I needed to go through Charter for my internet to establish a username and password to pay my cable bill online.
I knew from previous phone conversations that this was untrue so I asked to speak with his supervisor and was hung up on. I still didn't want to go haywire so I let it go until my bill was due yet again. I phoned in and asked them to take my payment over the phone with a live-agent. They would but for a $15.00 fee. I understand that $15.00 isn't much, but the principle really bothered me.
I couldn't rationalize paying them to take my money. It seemed unethical. I declined their offer and went online. Finally, a chat representative was able to establish a username and password for me. I was happy and relieved. Immediately following, my digital cable began freezing more than usual. I became dissatisfied with the quality and frankly I was still rather upset about the whole payment fiasco. I decided to cancel.
In October of this year, I brought my cable box to the local Charter location. I paid my bill in full. I received a receipt which I still have showing that my balance was zero. Sure enough, I received a late notice. I phoned Charter and informed them that I had proof I was paid in full. I faxed a copy down to their 1 800 number. They stated the case was open.
Due to the dishonest approach of the company, I filed a complaint with the BBB. I dislike this approach but found it necessary. Sure enough, they have emailed the BBB stating that they conducted their own investigation and concluded I still owe them over a hundred dollars.
This is ludicrous. I owe them nothing. I have documentation from them upon returning my cable box that I owe them nothing. I've provided this to them. It's as though they are hoping they can aggravate me enough where I will just pay them off. I've let them slide on so much. They've added programming without my go ahead. They've overcharged me. They've made promises of free items and never delivered.
I've never endured so many issues with one company. I don't believe it is a conspiracy but I also don't believe this is an isolated coincidence. I believe the company is acting in a purposefully deceitful manner to ensure that they make the most money possible from each customer. I feel cheated. It isn't the money. Part of me says, pay them to get them off of my back...but the other part of me is just DONE. I've done everything right by this company and I've received nothing but headaches in return.
It seems that there are enough decent people out there who have endured the same sort of behavior I have. If you are interested in a Class Action Lawsuit, I believe we have a case. I have all of my documentation and can back up everything I've said here.
Unathorized charge of "csw subscription renewed @ $9.99/mo" please remove any and all charges a.s. a.p.!!!
On 8-11-08, I purchased a monthly package including basic cable for $7.08, Road Runner Lite for $29.95, and...
I've been trying to get Internet access at my new apartment, and apparently, the only company that...
Charter Communications is the only game in town in Saginaw Township, Michigan. The local government set Charter up to rip off the citizens with no competition. Can you believe it? Who in this day and age doesn't do the right thing and set up a competitive services provider situation. Well, I can tell you who - the Tim Braun and the government of Saginaw Township in Michigan. The township is probably getting huge kickbacks for eliminating the competition and perhaps even some things that are not being made public... While DirectTV is available, they are the same kind of predator as Charter. Set one price and then hike it up...They're all ripoff artists in the end...Stay away from Charter, they are the worst...just enter "Charter Communication complaints" into your browser and you'll see so many hits it will take your breath away...They are not only predatory but their so-called customer service is trained to lie and to frustrate customers (hang-up in the middle of the call, can't find your account, you're not on the account, etc. etc.) who are wanting to get rid of services. Deals are not deals for very long, the hike up the pricing even before your agreed to deal duration expires...Don't take my word for it, just read what's on the Internet...
For the last three months, channel 3, which is WRAL TV local, has been intermittent. Fuzzed out, herringboned (off frequency).
This is on analog cable, and it is on this channel only. They admit they have a problem, but they won't fix it.
To watch programs on this CBS affiliate, I must disconnect cable and watch via an antannae. I think they have a problem in the frequency lockup for this station, or their digital to analog converter is bad. Whatever, they are ignoring this problem!
I moved from the above address and five days after I moved, I gathered my DVR and Digital box (total of two...
I decided to get the time warner 3 service deal, that being, internet, cable TV and digital phone...they...
Time Warner: Has the worst customer service that I have ever experiecned in my whole life. I have never...
Terrible customer service for high prices. We have had nothing but problems with the technical service every time we move and transfer service. None of the previous boxes work, and when the tech guy shows up, he doesn't have the right equipment for our order (DVR boxes). So other than him being at our house for 4 hours, no cable is working not even basic cable. We were told we had to drive 20+ miles one way to a time warner service store to get our DVR boxes and when those were plugged in nothing happened. Now we call and FINALLY get someone that can speak English telling us well there is nothing we can do for you the next available appointment is NEXT WEEK WHILE YOU ARE AT WORK?! This is ridicuous because I'm sure I'll be charged full price for the service I SHOULD be getting...
Today, at the hands of Charter Communications, I had the worst customer service that I have ever experienced. Two weeks ago we scheduled a service call to expand our existing service from an old house to a new house that we had constructed next door. I took vacation time to be home for this service call. This morning I confirmed the appointment which I was informed would occur between 1:00 and 3:00. By 3:45 no one showed. I called Charter and explained the situation, I was put on hold and disconnected. So, I called Charter again, explained the situation, was put on hold and again disconnected. So, I called a third time, explained the situation including the two disconnects and asked that, if a disconnect happened a third time, that the customer service rep please call me. I was told that Charter is not set up to do that. The service rep, Jennifer, then informed me that Charter's records showed that they did not have a service call scheduled at my address for today. I expained a second time to Jennifer that I confirmed the service call earlier today. She said that she was sorry but that she couldn't do anything about that. I asked to speak to her supervisor. She put me on hold, checked back with me twice to say that she still had me on hold and finally said that the wait time would be about 25 minutes. I asked that she have a supervisor call me so that I wouldn't have to wait. She said that Charter was not set up to do that. I will be disconnecting my Charter service this coming week and I urge any customer who values even decent customer service to avoid Charter Communications.