|Address:||2701 Daniels St, Madison, WI 53718, USA|
|Working:||9AM–7PM 9AM–7PM 9AM–7PM 9AM–7PM 9AM–7PM 9AM–5PM Closed|
If I could give them negative ratings I WOULD. DONT GET THEIR SERVICE. They constantly screw up my service and cant get simple tasks done, and then even have the nerve to try and correct me in saying that the arrangements were the way I needed them in the first place, essentially invalidating my complaint as if they had done their job correctly in the first place! They run you around in circles about information you already know, and you practically have to harass the person on the other side for some help. I was moving, called about getting my service transferred and confirmed it over the phone, then when the confirmation email came it was for the wrong day, not a huge deal. So I called again, corrected the date and then when that date came, the man who came to install the equipment had to then call them to tell them a THIRD time that my equipment and services were being transferred. About a two weeks later I receive a call from my land lord since the new residents are having trouble hooking up internet, and charter claims that my account is still there. I call then AGAIN, tell them of the transfer, and then have to argue over the phone since somehow my equipment that they gave me, and I literally walked over to my new place, doesnt math the serial number on their records. Since they did not match, I then had to argue for a half an hour more to confirm that my account was not active at my old place. Then they had the nerve to tell me at the end that it was all set up as a transfer in the first place and hadnt been connected at the other apartment since the end of last month... So I thought everything was fine until I received a phone call telling me that my equipment hadnt been returned... The same equipment that they had neglected to transfer after multiple notifications AND then lied and said that it had been transferred... I call and receive a rude woman on the other end who argues with me about the fact that my equipment doesnt math the serial number on my account, and I cant seen to get through to her that I understand this fact and that I need to know how to correct this because Im being falsely charged. After repeated asking about how to correct this and her responding with the same your equipment doesnt match our records answer, I finally have to practically yell at her to get through to her that Im NOT paying a fee because its not legal to charge me for something I didnt have in the first place! WORST SERVICE EVER
I only used Charter Services briefly. The term was about 6 months. Setting up an appointment was not too bad, but thats mostly because I work half days on Friday making it easy to get an appointment then. The service I paid for was 60 MB down for 40 dollars a month. I was pretty satisfied with my speed. I am a gamer and an avid streamer. I download and stream video, I stream my games on Twitch and play games all at the same time and never had any real problems with connection speed. Download speeds were always high and acceptable. Cancellation was actually the most pleasant cancellation of service Ive had in a while. I honestly expected to be terrible but they connected me right away, the young lady cancelling for me was personable and did not push me to reconsider beyond reason. To explain what I mean about beyond reason, I was moving and the only time she ever asked me to reconsider cancelling was when she simply said to me they do offer the ability to transfer service which I politely declined and no more was said on the subject. The only problem I had with Charter was they do mail you advertisements about once every two weeks. Which I found as more a nuisance than an actual issue as this is common practice in many businesses. Overall, the customer service was much better than other ISPs Ive dealt with in the area (looking at you AT&T), the internet speed delivered was pretty much what I was paying for and the rate of 40 dollars a month was pretty affordable for 60 down. (pretty standard price) If the building I moved to did not provide me a similar internet service as part of my rent I would have continued using Charter.
PSA: Just want to make all the LOYAL Charter customers aware that there are MULTIPLE hidden fees coming up on our charter bills. I just signed up for some new service through charter and was pleased to get a billing estimate that read just 85 dollars. (Been a customer at previous addresses for years). Thats not to bad I thought to myself, but man was I WRONG. When I received my first bill from charter I was not expecting it to be the exact amount on my estimate, considering the taxes and fees that need to be added, I was assuming around the 90 dollar range. So my first bill came and it was about 12 dollars more than I would have expected. So I got curious to see where that extra money was going. First I noticed a "Broadcast TV Surcharge" That I have never heard of nor was made aware of. So I contacted charter to investigate. So everyone knows this is on EVERY CHARTER CUSTOMERs bill and is made aware to NO ONE. So you might be wondering, hmm what is that Broadcast TV Surcharge anyway. That charge is what you are paying to access CBS, NBC, ABC and Fox. Wait, wait, wait.... All those channels are free, accessible to ANYONE with a 5 dollar antenna from walmart, so idk where that money is going. The next fee I would like the LOYAL customers to be aware of is the "Franchise Fee" ($4.26). This one I was given this explanation "I apologize but none of those fees can be waived". I honestly wouldnt be that upset if they would have put these HIDDEN fees on my estimate in the first place!!!!
The automated system they have is HORRIBLE. I always have to go to an agent to resolve my problem(s). I realized they do this to save on costs but when Im paying $98.96 for a basic (silver) package so my daughters can watch their cartoons is WAY to much money. Plus all the other taxes and fees it comes out to about $125 a month, plus my little girls if they grab the remote and hit the circle/oval okay three times in a row button it orders a movie and they are always the HD movies that cost S7.00. The only way to avoid this is to put a password on the WHOLE DVR which is a major inconvenience, but they obviously do that on purpose for the fact that they know kids play with remotes, and even if I call them to cancel it right away, within minutes of them ordering it they will not reimburse me the money. Im starting to go on a rant now so I will stop. But the automated service is TERRIBLE and they have the On-Demand set up for kids to easily order a movie by pressing ONE button three times in a row... Im cancelling my service with Charter and ALL cable companies. They are a pain in the rear. I can watch my shows and my daughters shows for S8.99 a month with Netflix/Amazon Plus/Hulu, etc. Good bye Cable TV. Maybe if the corporate office would LISTEN to their customers they would keep more of their customers, but they dont care, they just sit in a round table and chuckle at how much money they make while I talk to some person overseas who I cannot understand.