Charter Communications

Reviews 6

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Hilary Keogh

We have had Charter internet for a little over a year now. So far, weve enjoyed the service and really appreciate the speeds that are available in our area. Due to the rising costs of Dish Network, we decided to try out Charter TV. They were able to bundle us for a little over 145.00 a month and we were spending over 200.00 for both internet and TV combined previously. We thought this was a great savings and we couldnt wait to start the services. I chatted with an agent to get pricing and to set up services. This agent blatantly lied to me stating that we would be eligible for the DISH buyout with just a double play. I, fortunately, took screen shots of our entire chatting conversation. I called Charters customer service and explained this and they basically said that I would need to go to a local store to straighten this out. I went into the local store and the woman was not able to give me what the rep promised via chat. I said "ok" chalking it up to a desperate rep wanting a sale. I had the woman in the store cancel the order and start a new order so that she would get the sale. She seemed nice and competent and I did not want to reward bad behavior. So we were set up and that weekend the rep showed up. The install was rather smooth and overall we were fairly satisfied with our experience. A week later we realized that we were only able to record two shows at one time and we had to watch one of those shows. The rep via chat, the rep in the store and the tech all told me that I could record two shows and watch a third. Again, wrong information. I said "OK" we are still saving money so its not a huge deal. A week after that we began to notice that our channels in the 700+ range were "tiling" as they call it and were not recording. I called again and they set up a time for the tech to come out. Our window was from 10am-12pm. I called Charter that Sunday and asked where the rep was (this was at 12:15) and they informed us that the tech was on his/her way and should be there shortly. We waited another 20 minutes and still no tech. No call from the tech advising us that they were running late on their initial job, nothing. Now I have worked for a telecommunications company before and I know that great customer service is key as well as a one call resolution. This did not happen. So I called back and told the rep to cancel our tech visit, that we had waited long enough. I advised the rep that we would continue our service for another 30 days because Dish requires us to be gone for 60 days total before we can come back as new customers. The rep did not care that I stated we were going to be leaving, did not offer a resolution nor did he apologize. At the end, he asked me to give yet another brief survey. After taking 10+ of these surveys already (mind you we have only had the service for 30 days), I hung up. Once our 60 days are up, we are pulling Charter TV and will also be pulling our Charter internet. Never have I experienced such horrible customer service and it seems as if they could care less. If I had treated a calls the way some of these reps have, I would have either been coached and/or fired. Such a horrible experience and I cannot wait until we can switch back to DISH and go to AT&T for internet.

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Kim Jennings

Very disappointed with the options available when charter launched going all digital. The added costs are ridiculous. A box is now required for all Tvs. This means an added 6.99 per tv per month to get even basic or local stations. Previously, the TV could get basic channels without a box but now a box is required or the channels are scrambled. I have several TVs but not all are being used regularly so buying a box and spending the money makes NO sense. In order for me to enjoy the convenience of TV when I want and in whatever room I want through charter my options are now to take the box room to room and connect it each time or pay for additional boxes. Charter gave me other options 1)attach a cable card 2) attach an apple tv to the TVs without a box and watch Netflix.. But to use a cable card, you have to have a cable card slot which most tvs do not have. The option of connecting an apple is ridiculous because it does not solve my problem of getting basic/ local stations which is all I want. If all I wanted was Netflix, Id get rid of charter in full.

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Donald Moreland

If no starts was an option, I would take it. Our business pays for high speed, yet more often than not we get NO speed. Customer service techs are the biggest liars Ive had the displeasure of dealing with. After numerous complaints about speed and unplugging and resetting (the usual bs resolution) they finally sent a "tech" out. He said our lines appear to be pre-Katrina (even though they were installed in 2011) and all needed to be replaced. Since this would involve a temporary closure of the business or using mobile internet, we were told someone would call to set up a date and time. Well here we are 6 weeks later and no one has called or showed up. Call customer service and they have NO records of the service call at all. Not only do the customer service phone reps lie, so do the field techs. So here we are again with intermittent service and the circle of phone calls again. IF YOU HAVE ANY VIABLE OPTION OTHER THAN CHARTER...TAKE IT!

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Teresa Scruggs

My neighbor had a tech out today. We caught him cutting through our fenced backyard to get to another neighbors backyard because thats where the box was located. We asked him twice to not go through our yard because he left the gate open and our dogs were out. We even went so far as to lock our gate, but he just started hopping the fence instead. Our neighbors dog was out too and they didnt know he was in their yard. How hard is it to knock and ask permission to enter someones yard? We werent the customers, he had no right enter our yard. Im glad my dogs didnt escape or get injured by my neighbors very aggressive dog or injure the charter tech. Some common sense and common courtesy could go a long way here.

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Joshua Heiserman

While I have not experienced bad customer service at this point, I must say that they do have one of the most unreliable internet services I have ever had. I have been with Time Warner, Cox, Suddenlink, & AT&T Uverse and NEVER had the reliability issues that we have with Charter. We have their Spectrum High Speed Internet service and it drops or losses connection to the server 2-4 times per hour. Tech support swapped out our modem and still the same problems. In this day reliable internet connection in an urban area is unacceptable. When it works, it is great, however it disconnects far too often. If one of their competitors comes to town I will definitely switch.

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Brenda Esser

We switched to Charter 13 months ago and were given a competitive price for TV, internet and telephone and told our rates would stay the same if we agreed to a 3 year contract. We did so only to find our rates increased dramatically at the end of 12 months. I have called and spoken to 3 different people only to be told that our rates would go up AGAIN in another 12 months but after that, we will be "lucky" because our rates wont go up after that. Really, "lucky" because in another 12 months we will be paying almost twice as much as what we agreed to when we switched? Needless to say, we are looking into other options at this time.

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