Spectrum.com

I called Charter to cancel a service and was talked into a promotional rate for their expanded cable. I agreed but said I would probably cancel after the promotinal rate because of the increase of cost after the 6 months. I was told that I could do that anytime and the rate would expire on the June billing. Well, it did and when I called to cancel I was told there was a $19.95 downgrade charge. What? I asked to speak to supervisor and was put on hold and disconnected. I thought it was just a mistake but after seeing the other complaints I kind of wonder.

When I called back I was connected right away with someone and they were really helpful and did put me through to a supervisor. He agreed to waive the charge after I explained I was talked into the expanded service and was planning on canceling after the promotional period. This is the first time I've heard of a downgrade fee but just wanted to let everyone know that Charter has thought of yet another way to charge more money. I wish I had more options where I live but it's somewhat limited.

I ordered charter's cable internet service in Michigan. Price was quoted as $19.99/mo + $3.00/mo for modem rental (good deal). When the tech showed up, the modem he installed had wireless router built in. I told the tech that I didn't need wireless because I already had a Pre-N router. Discussed speed, range etc. Signed for modem, etc. Lo and behold, when I got my bill, I was being charged extra for the wireless home networking service that I didn't ask for and wasn't using. Charter customer "service" says that there was a change order requested and signed for. Their proposed fix was for me to drive 40 miles to nearest charter office to swap modem for one without wireless. I finally convinced them to have tech bring it out. of course, after waiting around all morning, tech never showed. Tech somehow "forgot" to mention that there was an additional charge. I feel dumb that I dint think to ask... talk about bait and switch. These people are totally sleazy.

We moved to the Pacific NW about 30 days ago from Oklahoma. Having used Cox Communications I thought we should go with a cable internet connection here in Oregon. We subscribed to Charter Communications. Every night between 8PM and 9PM our internet connection dies. At first I thought it was our wireless router. Figured it got bumped in the move and was just acting stupid. Solution was to leave one laptop plugged directly into the modem and see what happens. I figured taking the router completely out of the equation would solve the problem. Result was every night between 8 and 9 I still have to call Charter to have them reset the connection on their end. Simply unplugging the power and removing the coax connection doesn't do it. They have to reload on their end every night. Best part is each night I ask for a ticket or reference number so I develop a history. Every night I am told the account is being noted and the next person will know about it. God I wish that was the case, cause it hasn't happened yet. So... to recap. Been a Charter Communcations customer for less than 30 days and have had to call them over 17 times. What an utter joke. I'm not wild about Verizon, used them when living in Arlington, VA, but at least I didn't have to call them every day. And...on top of that...when I did call them at least they were polite, which is much more than I can say for the Charter people. Yeah... to top the whole experience off. The folks at the Indian call center for Charter treat you as if you are a developmentally disabled 4 year old. GOOD TIMES.

Time Warner cable can be harrassing. I used to work with someone at a home furnishing company that love to use his job as some sort of meeting place for women. His name is John C Hernandez and he works for the Dallas branch of Time Warner cable and he is a big time player. Beware ladies he is a dirty player so be careful and stay away from him! He doesn't have a clue he's beeing watched. My wife quit working for Time Warner cable because she complained that he was making passes at her. And last I did an investigation on him and found out that he's done this at some other pervious jobs that has had. BE CAREFUL LADIES FROM THE TIME WARNER DALLAS BRANCH!

A representative will be with you shortly.
You are currently number 1 in the queue.
You have been connected to TTD Crisanto .
TTD Crisanto : Thank you for contacting Charter High Speed Internet Chat support. My name is Crisanto. How may I assist you today?

Fred Underwood: What is going on with the internet in Duluth? It keeps going up and down...
Fred Underwood: Or is it just my connection?

TTD Crisanto : I'm sorry to hear that you are having issues with your internet service. I can certainly help you check if there is an outage in your area. After that, I will take a few more moments to look at the services that you have to ensure that these services are meeting your needs. May I please have your full name, phone number, the service address and the account number (if any) for me to pull up your account?

Fred Underwood: Fred Underwood
Fred Underwood: xxx xxxxxx xxxx
Fred Underwood: Duluth, Mn
Fred Underwood: 218-xxx-xxxx

TTD Crisanto : Thank you. One moment please while I pull up your account.
I will need two to three minutes while I locate this information for you.

Fred Underwood: OK

TTD Crisanto : I'm sorry but I can't pull up your account using the phone number that you gave. May I please have the correct phone number listed on the account?

Fred Underwood: 218-xxx-xxxx Cell
Fred Underwood: 218-xxx-xxxx other cell

TTD Crisanto : Am I chatting with the account holder?

Fred Underwood: Yes...

TTD Crisanto : Let me check. One moment please.
TTD Crisanto : I can't see any outage in your area.

Fred Underwood: Well can you see anything wrong with my modem?

TTD Crisanto : Have you tried to power cycle your modem?

Fred Underwood: Repeatedly, it will go to an ip of 192.168.100.1. Then after cycling the power several times it will start working again. After a short while it goes out again...

TTD Crisanto : Okay. Are you using a router?
TTD Crisanto : Please let me know if you are still connected to the chat session at this time.

Fred Underwood: I removed the router to see if that is the problem and the symptoms are the same...

TTD Crisanto : Okay. I suggest you not to use a router anymore.

Fred Underwood: anymore when? While we test something or forever?

TTD Crisanto : Have you already tried to conduct a speedtest at speedtest.charter.com?
TTD Crisanto : Yes. Router is not necessary to connect to the internet. It will just cause slowspeed in your connection.

Fred Underwood: yes it works fine while it is working? I would like some clarification on your last suggestion

TTD Crisanto : May I please have the result of your speedtest?

Fred Underwood: Well as a network engineer for 20 plus years a firewall and router are needed and I would like to talk to a higher level of tech support.

TTD Crisanto : You only need a router if you want to connect multiple computer on the internet.
TTD Crisanto : To connect a sigle computer to the internet, you just need a modem.

Fred Underwood: Since most consumer level router are also firewalls I reference my previous statement
Fred Underwood: 495.20Kb/s out
Fred Underwood: 4.83Mb/s in

TTD Crisanto : What is that?

Fred Underwood: You asked for the results from speedtest.charter.net

TTD Crisanto : Is 4.83Mb/s for the download speed and 495.20Kb/s for the upload speed?

Fred Underwood: Yes! Don’t you know what the speedtest looks like?

TTD Crisanto : Okay. Based on the result. I can say that you are not having slow speed.

Fred Underwood: I know that I am not having speed issues, the modem just drop its connection...

TTD Crisanto : Maybe you just have loose connection. Please try to check on the cables of the modem. Be sure that they are fastened securely.

Fred Underwood: Been there done that I also replaced the patch cords...

TTD Crisanto : May I please have the MAC ID of your cable modem so I can check your modem signals?
TTD Crisanto : MAC ID is composed of 12 alphanumeric character, usually sticked and located at the back or at the bottom of the cable modem.

Fred Underwood: HFC MAC Address 00:19:5e:cf:56:c4
CPE USB MAC Address 00:17:ee:8c:f3:61

TTD Crisanto : Thank you. I'll be checking on your modem signals in here. Please give me a few minutes.

Fred Underwood: OK
Fred Underwood: [protected]:04:47 3-Critical R002.0 No Ranging Response received - T3 time-out
[protected]:04:27 3-Critical R007.0 Unicast Ranging Received Abort Response - Re- initializing MAC
[protected]:04:09 3-Critical R002.0 No Ranging Response received - T3 time-out
Fred Underwood: This is the error in the log when the ip drops...

TTD Crisanto : Fred, I have performed a check-up on your modem using our diagnostic software. It appears that your modem is transmitting weak signals. You can have your modem swapped at your local Charter office on your area.
TTD Crisanto : There is a problem with your Modem's Tx Power that cause it to drpdown your connection.
TTD Crisanto : *dropdown.

Fred Underwood: OK I will do that tomorrow, however this is the third modem in three months... The first being mine no two rentals I am beginning to suspect something else...

TTD Crisanto : Okay. Is there anything else I can help you with today?

Fred Underwood: Yes find out why three modems in three months have supposedly failed the same way...

TTD Crisanto : I'm sorry but I can't answer that.
TTD Crisanto : You can contact our second level of support thorugh this number [protected] for further assistance.

Fred Underwood: can you at least log the fact that this is a reoccurring problem? Or would it be better for me to have a tech come to my residence each time it fails?

TTD Crisanto : This is not a reoccurring problem.

Fred Underwood: OK how do you figure that?

TTD Crisanto : I'm sorry but I don't have time to argue with you. If you need further assistance, you may contact our second level of support through this number [protected].

Fred Underwood: I guess that I just imagined it failing before and being told the same thing replace the modem...
Fred Underwood: One more thing could I please have the name of your supervisor...

TTD Crisanto : I'm sorry but that is confidential. I can't give you that information.
TTD Crisanto : If you have additional concerns or need additional assistance, please do not hesitate to initiate a new chat session.

Fred Underwood: Your supervisors name is confidential?

TTD Crisanto : Thank you for choosing Charter Communications. Answers to frequently asked questions and self-help options can be found by looking in the "Customer Help" menu at www.charter.com. If you have further questions, please chat with us again. Our chat support is available from 7:00 AM through 1:30 AM central time, 365 days a year. Have yourself a great day!

Time Warner Cable of Texas clearly has little respect for it's customers beyond setting up their products. Service for them is completely unacceptable. They do not answer their phones in a timely manner and when they do, you can expect to have a several weeks long delay in getting a service person to your home to address a problem - if they show up at all. (In my case, they phoned, said the problem "should be fixed" and we now have to wait an ADDITIONAL three weeks for a repairman with the THIRD call to report the problem. They're the only player in the system - how I wish there was a competitor here!

Good luck if you choose TWC in Wichita Falls, Texas.

We were solicited by Warner Cable to transfer our telephone service from SBC. We have a Brinks Alarm System which communicates through the telephone. The Brinks Alarm signs are conspicuously posted in the front yard and in the windows. We were assured by Warner Cable installers that will connect the alarm system to work with Warner Cable digital telephone.

Yesterday, we found out that the connection is not working properly. I telephoned their consumer service dept [protected]) and spoke with Ike (code # -06), and he stated that Warner Cable is not responsible for the alarm system hook up. Additionally, he refused to provide me with the name of and address of any one that I could send my complaint to.

We are customers of Charter Communications in Apple Valley, MN. Charter is the only cable company available to Apple Valley residents. After installing additional cable outlets in November of 2007, we have had literally enough black cable to go around our house two times lying laying in our front and back. We were told that our region (Minnesota?) falls under "winter rules" and they would be back "in the spring" to bury the cable. Don't know why they thought they couldn't bury it in November. Our ground was not frozen or covered with snow.

On May 2, 2008 we made an appt for a technician to come out to our house and bury the cable.

On June 13, 2008 the technician called, came and attached a box on the side of our house and left without burying the cable.

On June 26, 2008 my husband tried using the help "chat" forum. We were told that there was someone scheduled for the 13th of June to bury the cable. "Yes, but they did not bury the cable." After another 30 minutes online with "Shiloni" she asked if we would like to be rescheduled. We were rescheduled for an appt on June 28, 2008. The technician was supposed to have called first, but we never received a call. We stayed home the entire Saturday and did not receive a call on the now "must do" order.

On July 3, 2008 we reached a rep in Florida who again told us our region fell under the "winter rules guidelines." Hello? It's 80 and sunny here. She assured us that she again had placed a "must do" order and that a technician would call us within 24 hours (not including the July 4th holiday). She gave us a confirmation number and a tech number. We again, received no call. We gave our home number and our cell number so that there would be no way we could miss the call.

The cable in has been lying in our yard for over 7 months. It is a dangerous hazard. Our 8-year-old daughter had tripped over it and it's a hazard for mowing.

This is unacceptable. Don't use Charter. Don't call their customer service. Many of their reps are overseas and unfortunately, the have no control over what's going on locally. They just work for an unresponsive monopoly. Go directly to your local Charter Communications office and stay until they fix the problem. You have to go to the office because it is impossible to find a local number for the building 4 miles down the road. That is our next step, along with complaints to our city, the BBB and whoever we can tell.

We scheduled another appointment

We have been a customer of Charter for at least 10 years, and have had a few bad experiences with billing issues and equipment problems, but this time they lied and more important wasted 2 days of my time. We have high speed (not really) internet with charter and their modem (which they charge us a monthly rate for) stopped working. We called Charter and they said they could come out Friday 1-5pm. Now that would be 2 days already our computer would not be working. We were home from noon on, and when 4:30 came and no one had called from Charter I called, and was told that Charter had called us twice and since we did not answer the appt. was canceled.The person got quite a earful from me because that was a LIE. NO ONE HAD CALLED FROM CHARTER. Charter re-scheduled for Sat. 1-5pm. My husband and myself did not leave this house from 10:30am and once again, charter said they called twice, then canceled the appt. I went ballistic. We had postponed so many things just to have out time wasted. We are not young anymore and consider our time very precious. I would like to know if others have experienced anything like this with Charter.

On June 16th Charter was doing upgrades. They were using contracted men from outside of alabama--they were very helpful. I cannot say the same about charter customer service. Once the upgrade was done--I lost cable and internet at 1100am. I work at home--no pay the remainder of the day or the next. I told the contractor I had no service when he came down from the pole. He attempted to reach someone who was to do the rest of the work and said it should be back within 1 hour. you know the rest---was not on. called and called, went through the automated screaming at a computer to give me an agent. I then talked to various people and supervisors in many countries other than the US. Received personal and automated calls telling me the outage in my area was cleared----nottt. This went on till the following day and was told it would be Wednesday 1-3 before they could send someone out since everything was booked--they can break it but not fix it. I guess no one could come that was already in area--that would make too much sense. I had not been checking messages and found that the contractor had called me to follow up on my service--I paged him and when he called me back got someone out there to fix my problem--another contractor. There was a bad part in the box on pole that was causing several homes to be out of service--hard to make service work when they try to recycle old parts. I never canceled the appointment I am assuming was really set up--i did not feel I owed then any courtesy --but I never saw or heard from anyone either on appointment day.

I need the internet, I have gotten spoiled with tv programming, but when you start paying monthly for services that cost more than some people make in a week--it may be time to rethink and make a change.

We just heard that our cable company is dropping our local news channel from its lineup as of July 1, 2008 because of a disagreement with LIN TV over paying for the service. For the price of a penny per day, we are losing our connection with local news and weather. We are not going to see a reduction in the price we pay for service; and we will lose two channels! This is not right and certainly not fair! Someone needs to oversee what the cable networks can do to us. How is it right that they can drop channels and still continue to charge the same price for their services. Unless we are willing to go to DISH TV or a satellite service we have no real choice in who we receive our TV service from.

1. Company Deceptive Practices and Misconduct – I sign up for Charter on Demand and am told that I can access it and save movies and shows using the digital system. I pay for the service for 3 ½ years, while trying to get the repair department to fix the service and finally in February of 2008 it gets fixed. No reimbursement for the years I paid for and didn’t have the service?
2. Inaccuracy and Unrequested Service Billing-I spent the first six months being charged for services I didn’t order with a 30 minute call every month and credit collection threats going on each time-The payments were getting “lost”and conveniently found when I call and complain. When I finally after 3 ½ years of calling repair I get the repair, Charter bills me $35.00 (billed Feb 20-08) after assuring me that there is no charge. Another 30 minute call to clear that up.
3. Improper scheduling of Repair Department-The last two times I was scheduled with a time and day the “repairman shows up one day early at the morning time” and then cancels the “appointment from 3-5 the next day” without even contacting me, the customer of the change or cancellation of appointments or discussing if the repair had even been made.
4. Improper work orders from service department to Repair Department-On April 18, 2008, I scheduled an end of service and a transfer of digital boxes (which took 3 years to fix to work properly) to my son’s residence in Turlock which was scheduled for Friday, April 28th, (my birthday-not easy to forget). This is what happened: I spent 35 minutes with the customer service after they disconnected me once, then another 16 minutes with the repair scheduling department and the order write up read –Add 2 boxes-Order # T16599594. It did not say transfer old boxes to new account or customer left boxes to be hooked up and added to account, nothing of what I spent 35 minutes setting up. This is what happens:
1. Repair service shows up on the morning of April 27th again while I was at work instead of the appointment time of April 28th between 3-5pm.
2. Request was for transfer of boxes to new residence but Repair not only installed 2 new boxes but left the old boxes sitting right below the TV’s.
3. Repair “ACCIDENTLY” disconnected my son’s, the original service, not just the box but his service and had to come back again and reconnect his service, you know the original paying client’s service.
4. When I called to complain again a 30 minute call, I was told this is the “Way it is done” and if I am not satisfied, she will put the complaint on my account and my son’s account so that they will be more careful. To follow up with her comment I requested to corporate telephone number to call.
5. In regards to the digital box, I can only find one, but Repair supposedly did not pickup any, and I am told that I have to bring them back to the Charter office, or they will bill me for a pick up-again: I am paying for Turlock Charter’s mistakes.
6. After waiting for a written request for equipment return, I call Turlock Charter’s phone number and am told that it doesn’t say what equipment, they don’t know and yes, I must bring it back, even though they can’t tell me what to bring back. So even though I have one digital box, one box has disappeared and no one knows where or even seems to care.
7. Customer Request of Documentation of Complaints Not Complied With-At this point, I contact the corporate office and a lady named Aila tells me there are no complaints filed with my account and the last entry was made on April 18, 2008.
8. Not in Compliance with FCC regulations-I know you will agree that these issues can cost your license with FCC or at least an investigation.
This is a follow up letter with proof of the Turlock office’s incompetency. Enclosed please find a receipt for returned digital units and a letter dated weeks after requesting the return of items ALREADY RETURNED.

Customer service is at an all time low for this office. I sincerely hope you are as concerned as I am that the telephone customer service be re-evaluated and improved and that the equipment department check and record incoming equipment prior to sending notices to customers who have returned said equipment. That the customer service reps in the office spend more time working that fighting over who gets what chair and dragging them back and forth in front of customers that are waiting for assistance.

For several weeks, the bottom 1/4 of the TV screen on most channels (but not ABC nor CBS) has been cluttered up with an "Emergency Alert Message - Required Weekly Test". This is ridiculous, that this has been going on for so long with NO EXPLANATION as to why it is NOT just a weekly test but an ongoing 24/7 thing.

This complaint needs to be posted on all web sites that has anything to do with Time Warner cable. It should be noted that Time Warner has a active bad faith policy to ripe of its consumers. I had been contacted by Time Warner to get their service. The first time back in Feburary they were to come out to my apartment to hook-up service but went to wrong apartment and never bothered to call to confirm. The most recent request to have Time Warner service was set up to have installed next day if pre-paid for service. I paid a large payment ($271) due to I was told had to pay for DVR box and first months service. I was promised that they had the right address and even recieved a call the night before to confirm still wanted them to come and hook-up new service. I took day off work as appointment was set for between 8 and 12 am on that Friday. At around 10:30 I seen a truck go by but did not turn into my apartment parking lot. I got on the phone ASAP to make sure that someone was coming and was told that was cancelled as no one was home. They had went to wrong appartment again. Oh my gosh this can not be happening again. I got upset and told the dispatcher that they need to get someone to hook-up today. i was lied to again as was told that would get someone back out between 2 and 5. At exactly 2 I called back as felt that something still was not right. The bold out lies just continued as customer service rep told me that request has been cancelled again due to no one home. Again no one has ever showed up at my address and it was just 2 o'clock. At this point I just want to get my money back and will go with a different company. This is where the nightmare really went to the limit. I was told that they could not give me my money back until up to 4 to 6 weeks as it will take 5 to 7 days to confirm that appoint was not meet and then a paper check would be mailed. I let them know that was not going to work as they did not take 4 to 6 weeks to take my money and I just want them to put it back on my card. This is when I was told that the service was not even available in my area anyway. After calling and even going to office on that Saturday to get my money I was still told that would have to wait 4 to 6 weeks. I have called at least 3 times a day and each time was told the lie that they could still hook-up service. Finally on that Monday after calling again and requesting to show up and report theft by credit card and call police if need that I want my money back and do not want to wait 4 to 6 weeks. I explained that I do not feel that I will ever see my refund if mailed due to that if they could not get the address right when they were to come hook-up service that they most likely would sent the paper check to the wrong address also. I was finally told that they will reverse the funds to my card and I should see it in about 3 business days. I let them know that if not there I will be calling back and will go to local office and demand that my money that was taken in bad faith be returned. Oh and by the way I was promised call backs on 5 different calls and to this day am still waiting on call. Please make every one aware of the false promises and scam that Time Warner is promoting. Also, I got ahold of another company that came out and hooked up service the very next day and they did not require me to pay for $150 for the DVR box just the first months cable bill.

Words cannot express the disdain I have for this company, their incompetent staff and their lack of ethics.

They should be dismantled and anyone with any sense should avoid them like the bubonic plague.

I had Verizon for 8 years without a problem, one day some sales (snake oil) merchant from Charter convinced me to switch to what seemed like a better plan to save money "BOY WAS I WRONG"

That was the day I opened the ultimate "time sponge machine"

Its true you get what you pay for in life ----

if its too good to be true - it usually is...

Yes folks if you want the following service then Charter is the company for you.

1. Live human robots with limited vocabulary skills

(I used the word "minuscule" and the supervisor (yes this tear 2 level robot) tells me "now sir, there's no need to use language like that with me" true story!:)

2. Promise of a plan that will turn out to be supposedly a figment of your imagination (even after they record the process for your protection)

3. Fraudulent over billing

4. Being randomly cut off for non payment of bill even though they hold 700 dollars of your money on account

5. 3rd world quality phone lines

6. Wait 30 seconds for a call to connect - hey make some other calls on your cell in the meantime

7. Downright RUDE unhelpful staff... trained ###ters in the art of "passing the buck"

8. When there is any problems with the weather you can guarantee you'll be the first to be cut off

(I sat through the Malibu fires - no phone - no cable - no internet)

meanwhile my neighbours with verizon are watching the news updates on the fire while they call and email - we had to go out and sit and listen to the radio (in the car) like my grandparents did in the 2nd world war.

9. Clueless tech support technicians.

And it goes on and on...

If you have a bunch of time to waste and money to burn and need to get stressed, upset and just generally feel like you've been violated then sign up for charters 3rd world miscommunications package and sit without a phone for 10 days while they attempt to port your number over.

After my experience with Charter I may be better off buying some jungle drums and carrier pigeons to communicate with.

I have taken my computer in 4 times and nothing is wrong with it. I have had Charter cable come out three times and it still is having intermittent connection activity problems. It is a nightmare dealing with the phone tree to get an appointment, then when they do come, it seems fixed for the time, but it still happens...it freezes up, the connection fails, causing "not responding"...and it takes forever sometimes for it to return to be able to use it!

Acct. #[protected]-02
This collection agency is trying to collect a bill incured by my exwife in 2001. Our divorce was final in Dec. of 1999 What the heck is going on? Don't these people check into anything? She died in in 2004. If she used my name and SS# to get this cable service then that is fraud on her part...not mine.

Sincerely,
Bill DeFord