My mother has Charter ISP service in College Place, WA. Approximately 25% of her email sent to the same valid addresses (mine, and my wife's) are returned 'undeliverable'; Charter is the only service that has a problem with our addresses... we receive approximately 500 emails per day from other agencies/services without any complaints that they have been returned to the sender. Charter, however, refuses to even acknowledge a problem; when my mother follows the directions on the returned emails: "if you believe you received this notification in error, please respond to [protected]@Charter.net", she gets no action, and the poor service continues. Charter has clearly become too large to respond to customer needs. I will be moving her to another service, and would recommend that those who have other options, do not use Charter for an ISP service.
Time Warner Cable
Time Warner / AOL / Road Runner has the worst customer service I have ever encountered. I had my service physically unplugged by a tech in order to plug my neighbor in. Seven missed appointments and numerous called to customer service later and I am still without Internet. This is the second time this month. Customer service says that I can't talk to a supervisor that one will have to call me back, never happened. Dispatch does not call back either. If I had not paid for service in advance I would switch carriers. Stay away from this company, if you ever have problems you will get nothing but lies and empty promises.
Our cable has been on and off for about 2 weeks now. Can't watch the TV. I have tried to call almost everyday - usually the phone cuts out before I ever get to talk to anyone. Today may be my lucky day - I have been on hold for about a 1/2 hour and not cut off yet. Are there this many customers having issues? Their bill boasts of 24 hour customer service ! But no one ever answers the phone!!!
I have also emailed them multiple times - no response. Maybe their company doesn't know how to use email - oh, wait - I remember I used to have their Road Runner Internet service - well that never worked either. That's probably why they don't email back - it's not working. Get a DSL connection - it never goes out!!! Not like Road Runner - which always went out, you couldn't get through to support and then they couldn't fix it after you made an appt and missed work 3 weeks later.
It is starting to look like I am going to be driving into the cable office in the morning since no one is answering the phone. What I don't understand is how they are allowed to get away with this kind of service to their customers!
I had service with Time Warner From Jan. 07 to May 07. On May 27th I requested Time Warner to terminate our service. In June of 07 I received a statement showing a credit of 82.58, after which I called Time Warner customer service to close my account and requested a refund of my posted credit to be mailed to my current address. Now it's been four months later and after countless attempts in speaking with a number of account reps and supervisors I have yet to receive any refund of my credit. In addition, each time I called I was placed on hold for an average of 30 minutes and sometimes longer to where I just hung up and tried again later. When I did speak to a supervisor, they informed me that a check will be issued to me in a couple of weeks to my current address, but instead all I ever got was another copy of my statement with my current credit status of $82.58. It has been my opinion that Time Warner has either deliberately ignored my request or just chose to pacify me with no intentions of taking any action to follow through with my request.
I have tried and tried and tried to get this straightened out, but no one seems to be able to do a thing so I am asking anyone for help. I will try to make this to the point as possible, but it is a long and drawn story; at the end of the day all I want is my old phone number as promised.
Phone Number: [protected]
Service provider: Time Warner is the old service provider
Issue: I want the phone number ported as promised
In March I started truing to have my phone number of [protected] ported over to a cell phone. I would have had the number transferred, but Time Warner told me it was not possible, but they said I could have the number ported to a cell phone and they would not disconnect the service until the port was complete because the port would cause an automatic disconnect. I called Verizon and put in a port order, now keep in mind I already have 3 phones with Verizon. A week later when I had heard nothing I called back and the person told me the port had not gone through, but they did not know where to contact me; HELLO! They had 3 valid in service phone numbers with Verizon in which to contact me. The person at Verizon said that the reason my port had not worked is because there verification did not go through; asking what was verified in the port I then went back to Time Warner to see what was wrong. At this point in the saga I find out that Time Warner has had my social wrong for 7 years! They have upgraded my service and taken my money for 7 years with me verifying the last wrong numbers on file and now that I am leaving and they need written proof brought in person to their office to change my social. Let me mention that t this point I have already spent at least 10 hours on the phone just trying to accomplish this, at least 9 hours of on hold; of the 9 hours on hold 8.5 were with Time Warner. I bust my gut to get the new social to them and I am again assured the number will not be disconnected until the port is complete because Time Warner knows they have caused me serious inconvenience. Well, needless to say Time Warner does not disconnect my Cable and Internet service when order, but for darn sure manages to disconnect the phone line when they told me they absolutely would not before the port was completed. I find out about two weeks later after racking up another 20 hours on the phone between companies, again 90% of it on hold with Time Warner that a very simple solution would have been to install a second phone line at my old residence to allow the port to go through, but now that the number is disconnected nothing can be done.
This starts the adventure of trying to figure who owns the number, which at this point an another 25 or so hours on the phone no one can tell me, but Sprint was happy to charge me a $125 deposit for the privilege looking to see if the number is owned by them and yes I do have the bill for you too see. If they can actually get me my number back I would happily pay double, but darn if I trust anyone to give me money back when they want it to just check to see if they might be able to help me. I am at my wits end; I would have even settled for a message directing callers to my new number, but Time Warner does not even offer that service
Secondary to the above Time Warner at least owes me for the week they charged me for my cable and internet and really should compensate me for all of my lost time due to their complete and total screw-up.
I can be reached at [protected] anytime; the e-mail is mth105 AT hotmail.com
I received a bill about this before maybe 2yrs.ago.I don't even know anything about this bill. I wasn't even old enough to get cable t.v. right now i am 18 yrs.old. I mean their must be some kind of mistake,because you can't get cable unless you're 18 or older. A couple yrs. ago I did lose my wallet with my i.d. and social security card in it. I am not aware of this and I am tired of getting billed for it.
On 7/2/07 I called charters billing department to make a 62.12 payment. From the beginning of the conversation it was a language barrier which caused me to repeat my checking account info a total of 15 times because she could not understand me. Then finally when the transaction went through I aske for my remaining balance was and was told an alarming 175.62 figure which was alarming to me so I asked for a break down. To make a long story short the agent asked me to repeat my banking info once again and I thought it was her double checking her self for accuracy and come to find out she put through another payment for 175.62 when I simply asked for a breakdown. I asked to speak with a supervisor and when she came on the phone it went from bad to worst. When I asked her to reverse the payment because her agent was incorrect in processing the payment in so many words she told me to deal with it. When I reminded her that this conversation was being recorded she suddenly got a case of the niceness and offered a 20.00 credit for what my bank was going to charge me for the stop payment of the illegal transaction. Charter communications has been around for years and I would hate to think just becuase they would like to save a few dollars by moving their call centers to countries that will work for cheaper wages would sacrifice their reputation and professionalism. I was very disappointed with the ignorance, lack of communication skills and ability for these agents that live in a different countries ability to serve the customers of the united states. I know first hand about language barriers due to the fact I am a naturalized citizen myself, but I took the time and responsibility as a contributing citizen of this country to learn the primary tongue in order to function effectivley and efficiently.
Speaking as an it professional with close to 13 years of extensive experience in a wide spectrum of the...
We have experienced ongoing intermittent cable connection with Charter Cable. The connection would be fine for a few hours and then go out for just a few minutes to several hours.
Our first experience with this issue was in January. Charter gave us the standard reply to recycle our modem to "fix" the problem which did not fix the problem. The second suggestion was that the issue was not with Charter but with our router. We disconnected the router and had the same intermittent connection with one pc directly connected to the modem. Then Charter replaced our modem rather than sending anyone to troubleshoot the real problem. The new modem did not fix the problem. Charter finally sent a tech. The connection was good when the tech arrived so he replaced the modem. The connection failed that same evening. Charter sent another tech who configured the cable wires outside the house.
We experienced issues from January until mid-April before Charter sent anyone to help us. There is no other cable internet provider in my area.
A secondary complaint is that each time I called to resolve this issue, the tech would pitch the upgrade to my high speed internet. These techs did not hesitate when questioned on why I would seek an upgrade because they can not fix the problem with my cable connection. The techs always stated that I could try it out and if that resolved my issues I could keep the service at the higher speed price of course.
The last is speculation. I think Charter is aware of the intermittent connection issues their customers experience with the 3M high speed on busy nodes. Either they can not make the 3M work correctly on a busy node or it is too expensive to make it work. Rather than admit to offering a broken service to customers they manipulate the customer into voluntarily upgrading to the functioning service at the higher price. An ethical company would bump the customers up for the price they currently pay and stop offering a broken service. People do not need to pay %50 a month for a service that works only a few hours out of each day.
It took Charter more than 2 weeks of home service calls about poor picture quality to determine that the problem was a line feeding into the neighborhood. Their estimates for resolving the problem varied from 2 days to 2 weeks. When I spoke with a supervisor he said he was not sure that a work order for the problem had even been submitted. When I told him this was unacceptable service, he hung up on me and blocked my phone number out of Charter's customer repair division. The company subsequently has informed me that Charter is unable to block out individual phone numbers. Cingular wireless however ran a diagnostic on my line and verified that Charter was indeed blocking my number. All of the above clearly indicates that within the Charter organization, the left hand does not know what the right is doing.
I am having a problem with Charter Communications here in Fallon, and I think they are doing something of dubious legality. Since I only subscribe to their Internet service, not their TV service (I have DirecTV) they have chosen to penalize me to the tune of $10 per month for what they are calling "HSD without video." I should note that I have had their “HSD without video” service since the day Charter moved here to Fallon, but I have never been charged for it, nor even heard the term before this month’s bill.
Now, if any other company tried to extort me into selecting more of their services, I would go to a competitor in a heartbeat, but since Charter has the cable monopoly for this area, my only recourse is to pay up and shut up, or buy other services from them.
I have been using Time Warner Cable's PayExpress service to pay my cable bill online. I thought it wa...
Time Warner is a perfect example of how pathetic and atrocious big business gets when any company has a total...
I thought that maybe with the takeover of Adelphia's system by Time Warner, that they would take care of the maintenance that was badly needed on the system.
I subscribe to Broadcast Basic, which is the minimal amount of channels on regular (non-digital) cable. In the past, I had asked the Adelphia technician about poor reception problems with certain channels on the system. His reply made it clear he knew of the problems - he knew before I mentioned that we were having problems with channels 6 and 10, the ABC and CBS affiliates out of Columbus, OH. He made the claim that the problem was due to the distance my town is from Columbus. I knew he was just trying to appease me, as with cable that shouldn't be an issue. Besides, stations from Charleston, WV were coming in just fine, and they are just as far away.
So, I was relieved to find out that Time Warner took over and called customer service to request that someone come out and experience the problem in order to figure out where the fix should be applied. I made a service appointment for the next morning. Stuck around the house and by the phone, but no one called or showed up. When I called, they claimed the service call was canceled because it was an "area-wide problem" they were aware of. They claimed to have fixed the problem, so I just waited.
It wasn't soon after that the reception problem occurred again. This was not a constant problem, but quite erratic. It was not time-dependent, neither did temperature or weather have any affect. However, it did seem to occur more during programs that were very popular.
This canceled service call scenario occurred two or three more times, so I began to talk to supervisors. That didn't help much, though. They appeared to be sympathetic, and even promised that a technician would show up - to pick up a DVD I recorded of the problem.
However, their promises were empty.
One day, while viewing channel 10, WBNS (CBS - Columbus, OH), reception became so poor that another channel appeared. I could clearly see the WILX logo, and the NBC peacock symbol. I recorded this on my DVR and burned it to DVD. I called the customer service desk, asked for a supervisor and described in detail what I saw. She said that it sounded like a "head-end" problem, and that she would put in a work order. Well, it's a good thing I didn't hold my breath. That was a month ago, and I still am having the same problems today. The odd thing about the other station bleeding through - WILX is in Lansing, MI, more than three times farther away than Columbus, OH. I have to ask, why would a customer in southeast Ohio be getting a bleed through of one network onto another from a station that is hundreds of miles away?
That's a good question, but I'll bet Time Warner has no idea.
I really hope they come through and fix this problem. This is a service my family pays for. We have been very patient and very understanding in regards to waiting for them to fix the problem. I understand they took over a great number of systems that were badly in need of repair, but they need to get on the ball and start repairing the systems that are not functioning properly. We only get 13 channels on our plan, but 2 of them are usually unwatchable. That's not a good percentage considering the cost of service. I hate to moan publicly about this, but what am I to do when customer service reps keep making empty promises?
In October I ordered cable service including the road runner internet and e-mail service. The technicians never showed up when they were supposed to. When they finally did show up they did not have the right cable and I wasted a whole day that I took off from work. The following week time warner sent a technician with the right cable and he did hook up the cable. It did not work for sometime and they eventually got it somewhat working. In the mean time the internet service had several problems. The modems did network and a second tech was sent; they said the service was working, however it kept cycling on and off continuously. Nothing worked and we called several times and they did perform trouble shooting over the phone. They told us that the problem was our PC and television sets. The tech over the phone said we should get a new TV and then call for service. We got a TV brand new and it still did not work. The Time Warner techs who were very rude then informed us that they could not do anything until we bought new TVs and PCs. They were very rude and not willing to listen to our concerns. When we insisted on them sending someone they were very resistant and when they finally agreed to send someone and this person never showed up. This week I got a bill for $255.00 early termination fee for a service that was never provided or rendered. I called from my cell to ask why I received this bill and again they were rude and unhelpful. I finally spoke to a supervisor by the name of Marcus who would only give his extension at [protected] at extension 8669 tonight (01/05/07) and nothing has changed. He was rude and informed me that there was nothing that he could do and he asked me to produce proof that they did not fix the problem. We had the service for three days and it never worked. No services were rendered and they want a termination fee. An artificial person (corporation should not have that much free reign as to exploit a real person; me). This is unfair. They still want me to pay. Help if you have an antidote.
I recently purchased a HDTV, and hooked up to my existing analog cable. I was surprised to find that my TV...
For years I functioned on the Verizon land line/DSL combo. Suddenly it dawned on me that the receiver on my home phone didn't even work, so it was time to say goodbye.
I called Verizon to see about keeping the Internet and ridding of the land line. "You'll be without the Internet for 21 days," the Verizon customer service rep admonished. "Well then I guess I gotta switch to Time Warner," I threatened. "Okay," responded the Verizon rep. I hung up in a huff, and immediately called Time Warner. To my surprise, I got through to a customer service representative in a matter of seconds. Things were gonna change. Life was good. But little did I know that by signing up with Time Warner Internet, I was about to be in for the MOST frustrating, anger and sadness-filled time of my life. And I went to Catholic school.
It all started on December 10th. I was anxiously awaiting the arrival of the Time Warner Internet technician between the hours of one and three. One and three? And on a Sunday? This is the best company ever, I thought.
At 2:45pm Jose knocked on my door. He was a nice gentleman who did go out of his way to make sure everything was up and running. He even told me I was being charged too much each month, that I wasn't getting email, and that the download speed was considerably lower than I was promised. Jose was confused by the misinformation I had been given and left me with a customer service number to call so I could clear things up. All in all, a good experience. Poor Jose. Such a nice chap. But now it was up to me to brave the waters of the Time Warner customer service line.
My first post-Internet call was to Monica, who then informed me that even after the monthly charge was "corrected," I was still being overcharged by $120. Glad they caught that, I thought.
But it is now December 20th, and since the 10th, this is the first day that I have had the Internet work consistently for more than 2 hours. It has gone out numerous times each day since the 10th.
I made many calls to customer service so I could pinpoint the problem, but when warned that the wait would be greater than 30 minutes, I hung up the phone because of other commitments. Finally, on the 14th, I gave in and decided to wait the "greater than 30 minutes." But alas, I couldn't make it past 55 minutes, as my dinner guests had arrived. This was getting out of control.
So today I call Time Warner to get the scoop on a missing remote and the Internet problem. I get through to the cable side immediately, and the remote issue was resolved. Dale explains that he has to transfer me to an Internet technician, so I say that's no big deal and I wait to be connected. For 15 minutes I listen to the same damn hold music, when suddenly I am disconnected. Are you serious? I think. Oh well. I call back.
This time I get through to the Internet tech fairly easily. Her name is Trina. I very calmly tell Trina that something weird has been going on lately, that I just assume it's a fluke, and that I'm sure she has some Adelphia-related explanation for the mishap. I remind Trina a dozen times that my Internet seems to be working okay at the moment, and that I'm guessing there must be some note in the computer about the random outages. Trina then puts me on hold 3 or 4 times and comes back to the line. "Unplug your modem. Hold it for 5 seconds. Then plug it back in," she says. I comply. "Is your Internet working now?" she asks. "It's been working today," I remind her, "Remember? It's just that it's gone out every day before today and I really can't afford to have this happen. I mean, I work from home and I need the Internet for my job." "Oh no. That's baaaadddd," Trina says. "Ah, yeah it is. Is there anything in your computer about the Adelphia change or anything?" I ask. "Yeah, I know there have been some problems with the change," Trina says to me. At this point I'm beginning to think she's high.
"Trina," I ask, "Is this something that's going to happen every day? Because if it is, I think I'm going to have to change companies. I'm really sorry, but I just can't afford to be without the Internet all the time." "No. That's bad. But is your Internet working today?" Trina asks. "Wow. This is getting weird," I say, "What in the world is going on? I mean I think I'm going to have to cancel the service. Can you just tell me what I need to do to cancel the service?" "Ohhhhh," Trina whispers, "You gotta call the local office to find that out." Defeated, I then ask for the number for the local office, to which Trina responds, "Um, I gotta put you on hold to get that." "That's no problem," I say. Trina then comes back with the "local" number of which she had spoken, and begins delivering it to me in the softest voice, as if she is about to crack up. "One-Eight-Eight," she says, and before she can go on I interrupt her. "Wait. That's a local number?" I ask. "Yep," Trina says. "Okay," I say, "Go on. Sorry about that." "1-8-8-8 (long pause) 8 (pause) 9 (pause) 2 (pause)," she begins, and I can't believe what I'm hearing. I'm thinking, there's no way she's actually doing this, so I let her continue. "2 (pause) 2 (pause) 5 (pause) 3," she says, and then takes a deep breath. "888-TW-CABLE?" I ask, "That's the local number for California? 'Cause that's the number I dialed to get to you, Trina. Where are you?" "I'm in British Columbia," she says, "Is there anything else I can help you with today?" "No, no, Trina. You certainly can't help me with anything," I say. And then I hang up.
In conclusion, DON'T switch to Time Warner Internet unless you're looking to commit suicide. Their Internet is the WORST, and the customer service hold music sounds like it was composed by a rat.
Hi, I subscribed to Charter High Speed Internet on 10/20/06 and I had charter technician at my house to fix issues 2 times. First time signal was fluctuating so no good connection, and 2nd time it was not connecting (something wrong with line). For 2nd visit they want to say it was modem which was not working right. I called them and spoke with their customer service and asked what or how was it not working right? they have no answer for it! I told them over and over that if modem was not working how come it started working after that? I told them there was line connection issue over and over since I was not getting solid connection. But they keep repeating modem was not working but no other explanation when I asked details of problem! 2nd thing I don't agree is that, when I was doing troubleshooting over phone night before, tech on phone NEVER even mentioned there will be charge for that or anything? Never in past even they mentioned there is charge for service calls or such. And clearly in this case, issue was on their end, for which they have to fix it. What I don't agree is that they charging me $35 for trip charge on which they did nothing. I even told technician that what was I experiecing, details that connection was coming and losing due to FOR SURE line problem, not modem!!! I need $35 removed from my invoice please. Please call me or let me know if additional details needed.
The problem started last week. I have high speed internet and a dedicated ip address. I called them twice last week and was on the phone for what seemed like hours. After the first call, in which they made me go through all sorts of troubleshooting on my end, they finally sent a tech out. He said the problem was in the outside line and he would be back to fix it. He never showed. When I called back they made me go through the entire thing again which involved unplugging my modem etc etc etc. They said they would send someone out again. They showed up, and it worked for half a day. I called again yesterday and was on the phone again for close to an hour. So far no one has shown up or called. I am supposed to be on a four hour service plan. They really need to improve their service.
Below is an e-mail I sent to Charter.
Now I am a little upset! I received a call today regarding the equipment charge that is past due and if it wasn't paid immediately my service would be disconnected.
If you read the following e-mail conversation you will find that Charter failed to show up at the agreed upon date to pick up the equipment. I was home the entire day of 7/27/06. The time I was given was between 1pm and 5pm. Today when I asked where I could ship the modem back I was asked if I had a FedEx label. When I responded NO I was told it would be 7 days until I would get the label (How ridiculous!). My question is why wasn't I asked if I needed a FedEx label on 7/26/06 when I called to have the Internet service disconnected? Instead I was told either I could drive 60 miles to return the modem or stay home from work and wait for someone (never to show up) to come and pick the modem up.
Maybe Charter should get their act together before telling people that they will have their service disconnected if the bill isn't paid immediately! Maybe Charter should pay me for the day I stayed home from work waiting for someone to show who never did!
All I can say is that I better be credited the $33.00 I paid today the day Charter receives the returned modem from me. If it isn't I will be canceling all my Charter services. I think Direct TV or Dish Network would be happy to have my business.
*** E-mail to Charter***
Date: 7/28/2006 9:54:21 PM
Subject: Bill / Other
Subject: Bill / Other
I had an appoinment yesterday to have my leased modem picked up between 1pm and 5pm. No one ever showed up to pick up the modem. I noticed today that there is a $33.00 unreturned modem charge on my bill. I don't understand why I am getting charged for a modem that Charter failed to pick-up on the agreed upon date. I was home all day yesterday and I didn't even receive a call from anyone at Charter.
I need to get this modem returned and I would like the $33.00 charge removed from my statement. Is it possible to ship the modem back instead of setting up an appointment or driving 60 miles to return it?