I have lived in many states and have dealt with many cable companies. Charter Cable is the absolute worst I've ever had the displeasure of being a customer.

They take two to three visits to fix common, simple problems and instillations can never be done in one visit as they never get it right the first time.

Communication between the offices and technicians is poor to non existant and work orders are most often relayed incorrectly. I've actually had a neighbor who moved in and called in an order to hook up their service. When the technician arrived, he disconnected my service. Getting them to straighten that out was a whole new battle. And don't even consider transferring your service unless you like undue stress and aggrivation.

You also have to watch their bills VERY closely. I have not known anyone yet who has Charter and has not received HUGE bills that were in error. Getting Charter to correct their mistakes can cause the calmest person to scream in frustration.

All in all, Charter Cable has the worst customer service of any company I've dealt with, and that is saying a lot.

I highly recommend that if there are any other cable options in your area you consder them over Charter Cable. You've been warned.

We have Charter Cable much to my chagrin.

Charter has taken TWO AND THREE VISITS to fix common problems - then proceeds to BILL THE CUSTOMER for extra service calls. They use the most motley crew of subcontractors, most of whom do not speak English and some of whom don't shower. Under normal conditions, I'd call the police if one of these guys showed up at my door. The are not knowledgeable, as the ones who have come here have spent the entire visit on the phone polling their friends on how to fix the problem.

Charter says in its advertising "we don't have the weather related problems of DirecTV" like the heavy pixelating. However, I have TWO HOURS of recorded, supposedly HD Monday Night TV that are unwatchable as they are so heavily pixelated, you can't tell what show you're watching.

No matter how bad things get with Charter's service, they see no reason to expedite a service call and appointments are frequently two to three days out - if they come at all. I recently arranged a service call, clearly furious over the horrible service, which was set at TWO DAYS HENCE. Then, when I realized I had not received the automated confirmation call, I called Charter. THEY NEVER SCHEDULED THE SERVICE CALL. I even had the name of the operator who took my request - still nothing was done to keep the original service call appointment they had made with me. They expected me to block out ANOTHER two hours THE NEXT DAY, though the scheduling mistake was theirs.

Charter is run worse than a five year old's lemonade stand.

I just called Charter at 3a.m.. While watching tv tonight,the show I was watching,"froze" on the screen. All but 3 stations were either froze or blackened. The guy said the node was broke in most of Michigan and they were trying to repair it. I live in a very small town,and you either have Charter or nothing. They have a monopoly on all the televisions in town. And not one roof has an antenna . You,d plug your tv in,all fuzz ,call Charter and say you want Cable. Now of course they have the boxes,but with charter you don't need them. But you know what charter advertizes on our stations. For $5.00 more a month,they will give you a better picture. The same picture that everyone else is getting with the box or from their own company for $0 what we're suppose to get for free,we have to pay $5,isn't that cheating the public,ripping us off?
Charter should be reported to the authorities

Charter is the worst!



I moved to my current house almost two years ago and called Charter to have cable connected (they are/were the only cable company available). When I called I spoke with a guy and asked what channels I would receive. I was particularly intrested in 5 seperate channels and was told "Oh yeah you get them but you'll have to upgrade to digital expanded basic." I asked how much it would be and he said $40 a mo. I said okay thinking that I was getting these channels and a lot of others that I really wanted. I was also told that I would get free installation. The day comes for the tech to come and install and wouldn't you know it he doesn't show. I call they say he'll be out the next day. I was getting agitated but what could I do? He comes and installs the thing then comes over to me and says "That'll be $160. You're going to have to pay me before I leave." I won't write my reply to his saying this but you can probably get the gist. I call Charter as soon as the guy pulls out of my driveway and was needless to say livid. The person I spoke with said well you spoke with someone on the east coast(in Conn.)when you set this up and back there the installation is free but not on the west coast (I'm in Oregon). I told them to come take it out because I couldn't afford the install price. (That was part of my rent money)the woman on the phone was sympathetic (I guess) and said well since the guy told you it was free I'll knock off half. I took it (and shouldn't have). After this whole thing on the phone I decide to check out all my new channels and "ooh happy day". I turn on my tv sit down and run up the stations to my new ones. Guess what? only one of them are there! I call Charter again this time wanting to draw blood on the first person to pick up but no I don't get a person just a recording saying that I'll be called back in the morning. I was not a happy camper but I had to wait. Next morning no call (of course) so I called them. I spoke to another woman who says "I'm sorry miss but your area doesn't get the channels you're talking about." I really though my head would explode at that point. So I was stuck with Charter doing all their nasty, back-handed, crooked, shady, beyond un-ethical "business". My cable bill has increased to almost $60 and I STILL don't have the channels I wanted and have to deal with them continually since my cable goes out every time it rains or if windy and then sometimes channels will disappear for days and then come back and i never quite know why.

Then the billing..... Why oh why???? If I send in my payment (which goes to Phoenix Arizona) within a week and a half of due date it somehow doesn't post (I've never been late on paying)until after my due date so I have to call in payment almost every month to make sure I don't have a "late payment" notice on my account and/or a late fee!









For all of these reasons I loathe Charter Communications and cannot wait until I can go with a different cable company.

THERE IS NOT A WAY TO GIVE MINUS STARS SO THIS RATING DO NOT APPLY.

THE WORST CUSTOMER SERVICE AROUND!!!!!!!!

WHO KNOWS WHAT IS GOING ON ????

TRYING TO SIGN UP WITH CHARTER LIVE IT LIVE , IT WILL NOT ACCEPT PASSWORD HAVE CALLED MUTIPLE TIMES AND E MAILED ALSO PHONE EITHER HANGS UP ON YOU OR TRANSFERS YOU TO A LIVE OPERATOR THAT IS NOT WITH CHARTER ( SHE WAS VERY NICE AND OFFERED TO SEND INFORMATION TO CHARTER THAT I HAD GOT THRU TO HER BUT DID NOT OFFER ANY OTHER SOLUTION)

LETS SAY 5 MONTHS AND HERE COMES DIRECT TV I WAS WITH THEM 6 YEARS AND NEVER HAD A SINGLE ISSUE WISH I HAD STAYED.

how could i put this in a few words..

its so despicable, i don't even know where to begin here.

aside from appreciate their good, constant-quality(no cut offs) service, but at a pricey rate.
creeping-up rates at every chance they get.

running your own TV commercials on your own service programs, what for?
every time i see their TV commercials, i just wanna shove my foot up their mouths.
they're such faking morons. " hi, I'm Porscha."
it gets really annoying after seeing it like 20 times/day for no reason at all.

keep sending Spam letters once a month or so, saying you can get a great deal for blah blah blah, but in fact thats the hiked-up rate already.
BTW, I'm paying $80/mo for Internet & Cable.

just lost my trains lf thought lol
but I'm quite sure, this is some every day matter to many Charter customers out there.
not to mention those corporate bastards are prancing around their little cubicle with thier cute little cup of coffee, chitty chatty away, enjoying it off with their buddies, and just sucking in ppls hard-earn-money every single second with their over-priced service.
its out of control. sadly nobody can do anything about it.
great example of free world monopoly dirty dog.

trickling down the huge profits to their groupies and TV networks, the cycle just goes around and around in a good, constant state.
coz its cable contract deal, meaning auto payments for them, as long as you're in the networks.

i know we're just a bunch of screaming fleas here, but the matter lies.
funny they don't have a suggestion box on their website.. wonder why :)

this is no different than those Insurance companies, years and years ago until a decade ago or so.
now those bastards had to lower their premium rates as Gieco came into town.
dint take a genius scientist to figure out that one.
so its all good and done now.

i know any stupid cow can just say... so if u don't like them why have them
we have them coz we don't have other choice.
but i know their time will come in a few years or so.
when we can just switch over to some Wireless Internet Services and stuff.
hopefully they'll go sink down like AOL, coz of their stubbornness.

i seriously think that one of those bastards should die or injure in some manner regards to the Charter service, so they will see and realize that ppl are really not happy with them.
you can bet your bottom dollar, i know exactly what I'm saying here.
otherwise they wouldn't care shit how we screaming fleas are taking in every single day here.
i know, we can just live like a bunch of cowards, just see and take whatever there is.
thats too simple and not America.

their marketing strategies are quite brilliant though, we have to give them that.
saying its all good and nice, mother F_fer, anybody can just say that, F_fing no brainer.
but don't mention rates, keep on hiking more prices..
not to mentions paying extra for the stupid cable box, instead can just plug into the tv set.
I'll tel you, stupidity limits many aspects in life.


i really cant say enough here. but the fact is, they're running some dirty business.

godless America, we shall live for a better tomorrow. ttfn.

Wow where do I start, I don't know if there is anything I hate more than Charter! First off their prices after the introductry rate are astranomical. I am paying 165ish a month (it always fluctuates by 10 or so dollars a month for some unknown reason) since my special bundle ran out, so I called to see what just the expanded basic cable and regular internet would cost me. I got quoted 135.00 WTF are you kidding me? Second, their customer service reps are very rude when your not buying what they want to sell you. I have had many phone conversations with them and have never actually had a pleasent conversation. Third, the on demand is out about half the time I try to use it, along with the service as a whole going down way more often than I feel is reasonable. Also they will not credit you even a dollar for any of these inconviences. Other companies I have gone through in the past actually cared (or at least made it seem like they did) about their customers and would credit the account for service outages instead of just giving you attitude. I am sure at the prices they charge they are making a killing but show the customer zero savings even if they have been with them for a few years( where I live there really is no other choice for internet so I am stuck for now), in fact they just keep raising prices. I don't know about anyone else but when cable, phone, and internet are nearing 200$ a month thats is insane! And no I don't have a bunch of extras no pay channels just one HD converter box and the rest is frills free. So in closing if you have a choice do not get ropped into Charters BS initial pricing because you will innevitably be paying with an arm and leg 6 or 12 months later!

Their customer service representative was on the phone with very little wait time and answered my questions very well. He knew what he was talking about and was able to explain things in a way that made sense. Their service has been nothing but stellar so far.

when I called charter I wanted the $144.00 package,phone,internet,cable.I was told my bill would be around $165.00 a month after taxes. My first bill was $297.47,which I was told that was for a month and one half of service. I talked to a mananger for charter and he assured me my bill the next month would be around 165.00. When I got my bill
it was $185.24. they tell you your conversations are taped, so if they would go back and check they would see what i was promised. I asked specifically if there were any hidden fees,which they assured me that is what my bill would be.on my bill if you add up
phone,internet,cable it comes to $162.87 I tought this was a package deal,then I would like charter to explain to me why does it add up to $18 more dollars.If I hadn'd been promised this it would be different.In the 2 months I've had charter my phone has been out twice,as high as 4 days once,the data on my tv also.So if anyone out there
should get charter be prepared for hidden fees that they say are not there and most important of all be prepared to be lied to.

I understand that I have a six-month introductory lower fee--that's real clear up front. What I don't understand is why, when I use my bank's bill-paying feature, and pay my Charter bill the day I get their bill--I don't wait until payday--my bank's bill-pay check arrives too late to be credited in that bill cycle. So they tack on a $4.99 late fee, send me a new bill, and tell me that my service is in danger of being cut off. This has been going on for four months now, ever since I started service. I called them to find out where the payment was--they said, oops, must have gotten lost in the mail. Oops, it showed up and got credited after I put the amount back into my checkbook. This month, I called them and demanded they credit back the $4.99 late fee. No, the money wasn't there by the end of the billing cycle, the supervisor said, so no refund, too bad, so sad. He said I could get out of this cycle by paying the late fee. I sent it in that very day. I'm waiting to find out if they get it (or the other, mysteriously late check). Why is Charter the only company I have this kind of trouble with when I use the bank's bill-pay for all my bills? Not one single company--and I deal with many--has ever complained about a late payment, including credit card companies. Not one. Believe me, if I didn't live in a rental and having a satellite dish attached to the house might cause a problem for the landlord, I'd get satellite. Charter sucks. Of course, what they want is to deduct the money from your credit card, and then take forever to stop the payment if you stop service. Nothing doing--I want control.

Amended July 2009: What finally happened is I went to the local Charter office. Someone I vaguely knew recognized me. He knocked off the latest late fee. Neither of us understood why it was taking up to SIX WEEKS for the bill pay checks to be credited to my account. At some point in there, Charter reorganized their website so that they could be paid directly through their website, which is what I started doing from my checking account, one month at a time.

I had another adventure with setting up internet service. I did it at the local office, but somehow the counter person (who readily admitted she worked in the warehouse and was just at the counter to help out) put my 24-month special discount for internet on a six-month proviso. Also, when the service tech came out to install it, he charged me for two installations--for what? One on the inside of the house and one on the outside? I kept the brochure and eventually went back to the office. The guy who vaguely knew me took off one of the installation charges, changed the six-month to the 24-month plan and we were okay--because I'd kept the brochure to show I'd signed up for the plan at the right time. Sometimes it just takes following through and contacting someone who knows what in the heck they're doing.

Charter, the worst customer service I have ever had to deal with. We have had Charter for the last 6 years, personal and business. Phone, (3 lines) cable, and Internet. There customer has always been bad, but yesterday they took it too a new level. We received a letter day before yesterday (7/16) from Charter saying that we had until 7/21 to pay the our business phone bill (one month only) or we would be cut off. Yesterday morning we discovered that our business phone had been disconnected (7/17). When we called they told us that the notifications were only approximate (????) so we paid the bill, and 4 hours later still had not been turned on, we were told that they showed no record of the payment (even though my wife had a confirmation number) and that we had been disconnected, and it would take 5 days and $400 to be reconnected. Five days where our clients have no way to get in touch with us!!

After multiple calls to charter, and no help I have canceled all services with them and will make it my mission to let everyone I know that I they should not use Charter as they are awful!!!!!!!!

The reason that I use Charter is because there is no other cable tv service available. Their service is not good, Charter uses contract servicemen who appear to be paid based on the number of service calls that they make as opposed to an hourly rate or more pay for complex jobs. The serviceman who came to my house cut the wiring to my dvd player and sound system because he could not get them to work (they worked fine until he worked on installing a digital box), he then lied and said that the cables were cut when he arrived and that was why he could not get them to work........ Charter is in bankruptcy, they stretch a point and say "It is not bankruptcy, it is reorganization".... It is a filing under chapter 11 of the federal bankruptcy act, the reason for chapter 11 filings is that the debtor cannot pay its bills, so the debtor files a plan to eliminate some of its debts, most likely the Charter bondholders will not be paid by this company that is in "reorganization"... There is a reason for a bankruptcy filing, it is because the poor service offered by Charter will not generate enough cash flow to pay its bills. Users in my area are circulating a petition to have the county commissioners change cable franchise carriers when the Charter contract expires.

http://www.rateitall.com/r-4351442.aspx

Charter is a lying cheating piece of crap that took complete advantage of my elderly grandmother. When they came to intall the bundled package, they disconnected all the phone outlets, except for the one in her spare bedroom. They told her that her answering machine could no longer be used in the family room or her bedroom. The cable would be out for days and Charter refused to help, saying they could not predict when service would be available again.
When she finally cancelled and switched to AT & T, (thank God for them), the technition told her that all the wires in the phone outlets in the house had actually been cut. It took the AT&T guy all day to re install all the phone outlets.
If you have elderly family that don't have the capacity to fight for their rights, please keep Charter away from them. Charter and all those lying creeps can rot in hell for creating such undue stress on my poor elderly grandmother.
They don't deserve a star at all-I was forced to give them one. Now I feel compelled to call the BBB and report what I am sure is improper business practices.

Charter Cable sucks beyond words. I HAD HOPED that I could give them a minus one million vote because they have the absolutely worst service that I have ever experienced in my entire life but I was unable to submit my post unless I gave them 1 star. When I signed up for a bundle of phone, internet and cable, the salesperson asked what I would be using internet for. I told him video and he actually signed me up for a 5Mbps connection which buffered video so much that the connection was slower than dial up. When I called to complain, they told me I would have to pay and additional 25.00 per month for faster service. Also, I received telephone calls from solicitors every day on my charter phone so much so that I had to turn the ringer off. I hadn't given my new telephone number to anyone. In addition to all of my troubles they over charged me 60.00 on my first bill. I am completely disgusted and and after less than two weeks of service with them have decided that I will never for the rest of my life sign up for their service again, even if they give it away. The customer service reps in tech support, billing and customer support are worse than horrible. This includes supervisors. It was a nightmare to speak with them. They don't listen, they just continue to repeat the package details. I even had one supervisor call me a liar. Please save yourself from massive aggrevation, I would encourage you to get your internet through any provider other than Charter. There is no possible way that you could have a worse experience. You could get better service by connecting tin cans. If you work for Charter, I would encourage you to start looking for another job, because they are going down in flames if they continue to offer such horrible service. They totally suck. Did I say totally? Because I mean TOTALLY!!!

Charter Communication: Financially & Morally Bankrupt

Below is a copy of a complaint I filed with the BBB against Charter. Their response contains lies that I find appalling. What a poor example is being set for the St. Louis business community.

===

We had Charter cable service and they contacted us about adding Internet and phone service. They offered a bundle package of $109/month for 24 months. We decided to sign up in 5/2009. I was told the only additional charge would be the modem rental of $3/month. The first bill was $140. The second bill is nearly $190. It includes $34 of taxes & fees. It also includes a $42 charge for a partial month phone service. I called Charter and the first rep couldn't do anything. I asked for a supervisor. I was told that there was nothing they could do. I spoke to another rep who was very rude who told me that the additional charges would not be removed. I was never told of any of these charges.

I would like the additional charges removed from my bill and for them to honor the $109/month and the $3/month modem rental that I was quoted.

Charter's Response:
Response

Customer contacted Charter on 5/3/09 to upgrade cable service and to add internet and telephone services. Customer chose services at a promotional rate for a period of twenty-four months. Promotional pricing does not include ancillary charges and taxes. Customer service representatives are instructed to educate the a customer regarding these charges and prorated billing. The cable upgrade and the internet installation were completed on 5/5/09. The telephone installation was completed on 5/11/09.

Customer's 5/8/09 billing statement included prorated amounts for cable and internet services based on partial month service periods. In addition, the statement included applicable internet installation fee and recurring monthly charges which totaled $140.99.

Customer's 6/5/09 billing statement included prorated amounts for telephone service based on partial month service periods and recurring monthly charges.

Customer contacted Charter on 6/7/09 and 6/10/09 to inquire about his billing. Charter reviewed the account with Customer on each occasion. As Customer has mentioned that he was unaware of prorates and tax charges, Charter will remind the employee who made the sale of the requirement to include this explanation at the time of the sale.

Customer Contact

Charter attempted to contact Customer on 6/12/09, 6/15/09 and 6/20/09. Charter left a message on Customer's answering machine on each occasion. Charter sent Customer a letter requesting the customer to contact the Charter representative assigned to their case at 636-220-4757 if further assistance is required.

My response to that:
(The consumer indicated he/she DID NOT accept the response from the business.)
I received two calls from Charter on 6/11. One from a Charter Twitter service rep named Josh Chapman. The other from another office. Both calls were simply to tell me that I would be receiving a call later on that same day. No call ever came.

Charter made no contacts on those dates and left no messages on the answering machine. On my caller ID, part of the services I received from Charter, the last contact date is 6/17 at 11:00 am. I answered this call and it was an automated message advertising a service upgrade.

These lies are unacceptable. In my caller ID list, I have NO calls on 6/15 or 6/20.

As stated in my previous complaint, I was promised that taxes were included in the price. That was my guarantee. I expect Charter to honor that.

I would also like an apology for the lies that charter has submitted in the letter sent to me on 6/22 and in their response.

Charter is the absolute WORST cable service available. Extremely rude people who are no help to any questions, and the constant problems we have with our cable is unbelievable. The cable freezes, and the pictures break up more then once a week. Interuptions to movies on On Demand and tv shows are a huge annoyance, after paying for the movies you can't even finish them because they are constantly freezing or an "Error has Occured." You can't call and speak to any normal person because they are no help!!! One man I spoke to about changing my services was completely rude and began to argue with me about my poor service with Charter over the phone! Can you believe that?! Save yourself the time, annoyance, and money and Don't use Charter! I have never had more problems with any other services than I do with Charter!!! I would rate Charters Cable service as Terrible, Extremely unprofessional, and the cable quality is the worst out there!

Billing problem - not following through on technical appointments - low signal strength - cancelling technical service calls - intermittent service on all fronts - lower broadcast resolution on supposedly HD broadcasts - and the worst web based e-mail interface on the web.

How much time do you have.

I'll be switching as soon as I can.

They SUCK!

we had charer cable for years and in january of this year we got charter phone my dad was paying $80.00 a month for basic home phone from att i talked to my dad about geting charter phone is said well i am afid that the alarm stysem will not work i research on their website and talked to a coulbeof my friends who have charter phone and their alarm stystem work with charter so now we are paying $30.00 dollars now we have hd dvr two we have the five compoint cables it mad a big diffence in the picture sharpness when you live in sc this is the good choce to have as you tv and linternet and phone company every once in a while we lose our serice but it is just a blinks in the cable

I don't want to retype all my points so I'm just going to copy and paste the letter I sent to the worst cable service provider there is. And it goes........

I'm not going to beat around the bush. Your service sucks. None of your agents are ever able to help with anything I call about. I've had problems with your company since the first day one of your technicians came to my home.

It started with someone showing up without the proper equipment. I ordered HD service and the guy showed up with a regular box. I called while the guy was still here to find out what was up and they scheduled another appointment to bring out an HD box. I also told them I wanted an additional line put in our 3rd bedroom. When they showed up (late of course) with the HD box, apparently someone forgot to put on the work order that an extra line needed to be installed. So i called again. This time they told the tech to install the line (because he was still in my home) and he refused because he wasn't going to get paid for it. I didn’t want to deal with any more of your people coming out here so i haven’t bothered with the extra line since.

The next problem was inquiring how much the NHL package was. Your customer service rep assumed we wanted to be billed for the package, but not watch the channels. So he added it to our bill, and never gave us the channels. This problem was resolved when i received my following months bill and called and complained.

The next problem, my roommate ordered the last 2 UFC fights. The first one he ordered didn’t come on until half way through all the fights. He called that night and spoke to a manager who said it would be removed from the bill. When i got our next bill and it was still on there, he called again. This time he was told it was our next bill was going to be credited for the amount of the fight. I'm still waiting.

Tonight, I am trying to watch playoff hockey on Versus (which is not in HD but we'll get into that in a minute). About every 15 seconds the picture and sound freeze for a moment and then skip to catch up with itself. That's a really fun way to watch hockey, let me tell you.

Now my biggest problem. I guess if you work for charter, you know to not actually use charter as your cable provider, huh? Well it shows because 3 HD channels you have, ARENT BROADCAST IN HD BY THE STATION. Peachtree TV (channel 707), WPBAD (channel 708), and WUPAH/CW69 (channel 709) are never in HD even though they are HD channels. Meanwhile big name stations like Versus, USA, FX, and TBS, that are in HD on other cable services, are not HD with your service. Someone needs to rethink your channel line-up.

I’m not expecting anyone to do anything because you never do, but hopefully someone that can actually do something about your channel line-up reads this. I will however be credited for the UFC fight that I was told will be taken off my bill, but I’m sure that will required a phone call with one of your superb agents.

I’ve tried being nice with you people, but when there is a problem every time with everyone that I talk to, I’m done with the honey and you’re only getting vinegar for now on. That is, until the next problem, THEN I’M GOING DISH!!!

Be weary of Charter sneaking extra charges into your bill.

After a billing issue, which was Charter's fault, our Charter phone service was disconnected. The service was restored after wasting several hours convincing Charter to accept a credit card payment over the phone (they wanted us to drive 40 minutes to the nearest Charter bill-payment center and pay in cash!). When the service was restored, however, we were "automatically" signed up for every conceivable extra phone service that Charter offers. We also lost our promotional rate. This was in addition to the $60 reconnect fee we were charged to get the phone service working again.

We had to waste another hour on the phone with Charter getting the extra "services" removed from the bill.

Be sure to check your bill carefully!

I know i will prob get alot of bad feedback such as the person who posted about being a tech support for charter (under the name "tomjones" or something like that..) anyways, hoping i dont get called a douche etc, but i do work for a call center for Charter & its not pretty,

When i first went to work there it was ok,help the customer & resolve the issue, Now they want us to "offer" something on each and every call or it could mean termination for the employee who cares if the issue doesnt get resolved! They just want to make revenue!

(so not fair for both ends of the line especially because customers who usually call in are angry,upset & frusterated and they have every right to be and then we do our job and get screamed at etc. ) So, apologies for trying to sell something to anyone who calls in and is upset, its what the people at Charter want us to do!

But anyhow... after working there on both sides (internet & cable repair depts) I have learned alot so hope this can help you out a bit..

If you think the bill is too high, call in and say that you want to lower your bill or you will cancel, as soon as you say you want to cancell services you will get offered a better deal and can lower your bill and probably keep same services!

If you are calling to make changes on the acct and it is in your spouses name and you are not listed on the acct to make changes we can not help you at all and will have to be added on to acct as this is a rule from FCC and privacy protection & protects our customers from fraud on their accounts.. (im sure you dont want to pay for a wireless router provided from charter that your kid ordered without your knowledgeor a porn payperview movie a relative ordered while visiting you!)

If you are calling in and can not get online, Please understand that we are not allowed to support your router that you bought, we all know how to do it and some reps do, but if we get caught we get in trouble!!! so its not that we dont know how or dont want to help you with it, its that we are not allowed to!

If you want to speak to someone higher up because issue is not getting resolved, just ask for a supervisor, of course they want us lower level reps to de-escelate the call but if you get on the line and you were upset and asked for a supervisor/manager, most of us will get you to the right person.


If you are in an outage, unfortunately, the computer programs that we use only tell us what area is in an outage, not what has happened and how much longer its going to be, (the call center i am in is always fighting for better programs that would help us give you better information as to what is going on with your services but we just never get any!)

It really sucks when you get someone at a call center who doesnt do the job properly by fluffing off customers by telling them to call back in a few hrs and then we pull up acct and they didnt leave notes as to why you called in the first time and what they have done to help you!

If the issue is within the cable lines outside and its always a problem that is not getting resolved, it could be due to old lines some areas have them fron the 70's, and we all know how much technology has increased since then, unfortunately its not up to charter to go out and put up new lines in neighbourhood,so contact your local government and fight to have the lines replaced!

So, apologies to you all who have to call us on a daily basis to get issue resolved, please understand that we are trying to help you but charter doesnt want us to do certain things or they dont allow it to happen AND we do have SCRIPT that we do have to follow or again we get in trouble and talked to, and ya know the stuff comes out if we dont do it, verbal warning,written warning,more written warnings and then eventually fired.. so not fair...... .

so we at customer support do know what you are going through having to call us all the time and listen to our script etc, its not like we enjoy listening to customers freak out and go through the roof due to cable or internet issues for our lovely 8 hr shift but what we do with you on the phone is what charter ,our employer,is directing us to do, because apparently, they conduct surveys and that helps them help you better?


So anyways, hopefully those few things i posted about how things are done and on behalf of us at a english speaking call center, apologies to you all & keep calling until it gets resolved! Cause i know i would be!

After three years with Charter, my husband and I decided to cancel our service entirely. Personally, I wouldn't use Charter again even if the services were offered to me for free. Instead, we've signed up for Blockbuster's mail program, which allows us to have unlimited movies/TV shows on DVD (3 at a time) for about $20.00 a month.

Also, for those living in east TN apartments (over which Charter has a monopoly), there are several used book stores that sell movies/shows. If you haven't been to McKay's Used Books (Knoxville, Chattanooga, and I think Nashville), you should. Not only can you find thousands of DVDs, VHS, books, computer games and CDs for under $15, but you can bring in your old stuff to sell for store credit or cash.

It's so much better than trying to deal with a company that obviously hires sociopathic morons like Charter.

We've had Charter cable for 1 month now and their big selling feature (ie the video on demand) doesn't work. They have been to my home six times, sometimes two technicians at a time and still the service doesn't work. The other day I called in again for repair service and the girl basically told me the video on demand was a free bonus feature and I had no reason to complain because,"I wasn't really paying for this feature it was a freeby they were giving me." This is after adds on tv and billboards touting how this feature (video on demand) makes their product so much better than others. It might be, if it worked.

I an not clicking on any stars unless forced to. Charter thinks that people have to use them for their TV, Internet etc. My internet has been in and out since they started their digiital crap that the government decided was a good idea. After 5 calls and unplugging my moden 10,000 times, a technician came out. He replaced the cable from the splitter to the modem. It worked for a few hours, then guess what.. it's out again. We took the cable that he said was bad, reconnected it, we had cable again for a few hours. My son and I both take online classes, my son had already dropped a letter grade thanks to Charter's inadequacy. We bought a new cable, $8 one, a new splitter, and the same thing happens. We tried a new modem that we purchased, the same thing happens. So I call Charter, from work, since I can't sit at home and chat with them, as I do work fulltime and go to school part-time. Oh well I guess I could sit up till 2 am and call and unplug the modem 10,000 more times. Because as I was told this morning, if I don't uplug my modem, etc. they will charge me to come out. Why am I paying for the wire service? Why I am still with Charter? Well I hope that will be resolved shortly and I won't have to deal with their sorry service again. DUHHH no wonder they are going bankrupt!! OH, and you know it seems they would offer deals to people that have been with them for years, instead of playing their dumb games. If anyone out there wants to get their bill cut down, call the number, press the disconnect service option, tell them you can't afford the higher rates, you may get someone that will want to keep your service and get the bill cut back down. Many people do it, just read the comments here. Oh I see I have to select a star... well just note that it is only because I have to.. I would give them negative stars!!!

I have had a Charter account at 3 different addresses. I am currently up to date on my payments, yet, today, I received a letter from a collection agency stating that Charter has sold my account to them and that I owe $57.42. Upon calling customer service, I was told that this is an outstanding debt from over TWO YEARS ago! Each time I have moved and transferred my services, I have told the teller at the local branch that I wanted to go ahead and pay whatever I owe before closing out that account. I have been late on payments here and there, but always pay what I owe, and am currently up to date on payments right now. Customer service says that the account has been sold to the collection agency and that they cannot help me with it. I am left with no choice but to contact the collection agency to dispute this debt. I can not believe that Charter would risk losing a customer who pays them over $140 a month for services over an obviously bunk $57.42 "debt". Anything that was owed from the old account was paid years ago, and if for some reason it was not, it should have been brought to my attention LONG before now and certainly before it was sold to a collection agency. I support a wife and a child and am barely able to pay for my services as it is. If you have ANY option other than Charter, you would be well advised to take your business elsewhere.

We have had Charter for the past 4 and 1/2 years. Since most cable companies are set up as a local monopoly, we were not able to choose from any other cable providers in our area.

We ended up selecting their "big package" with tv, internet, and phone service. We have had a few issues with the TV service including a few outages, poor reception on NBC only, and the "On Demand channels will occasionally get screwed up. The phone has been pretty good overall.

The internet service however has been nothing short of a nightmare situation. I know that we have had well over 60 calls for service outages and other issues related to the internet service. We have had a modem replaced, countless techs to our house, several replacement and node services performed. Typically within a day or so after a heavy or steady rain our internet will go out. This normally lasts until the ground dries out a bit. They have changed out lines, boxes, and just about everything you can think of really.

Quite often we will also experience drops in the speed of our internet service as well. Even on Charter's own speed tests we have never really reached anything close to the speeds they claim we are supposed to be getting.

On the customer service end it's been about 50/50 as to whether or not we get someone who actually understands our situation. Once you get past the endless prerecorded messages which include the standard, "unplug your modem, wait, and plug it back up" you may or may not get an actual tech guy/girl who actually knows something about it. The other half of the time you'll get someone who is basically just reading through a troubleshooting list on a screen, which never resolves our issues. As a matter of fact, I can't recall a time that unplugging the modem really fixed anything at all.

On the occasions that we did get a hold of someone who realized we really did have a problem that was going to require some serious work they would then put in an order to have someone come out. At that point we were at the mercy of the local dispatch office. The local office that services our area has been nothing short of frustrating to work with. After over 4 years and all of the times they have been out here the best they have been able to do is a 3 month stretch in which the internet did not go out at some point.

If I was able to find an alternative high speed service in my area I would drop Charter in a heart beat. Unfortunately there is no DSL, wireless, or other services available where I live. So for the moment I'm stuck with an unreliable internet service.

If there is a rate lower than terrible I would choose it to rate charter. Charter is the worst service I had ever had, the only reason I have it is that there is no other service in our area but charter. It took them 3 technitians to connect my telephone, I ordered the special 3 bundle for 69.99 no installation and equipment charge. When the bill comes I got $287 bill,
this include installation,equipment, and their regular undiscounted rate with other sevices I did not order. I called serveral times and so may people answered with different answers. Their customer service and c/s managers are very rude. Is there a reason why they can manipulate the service and we have no other choice but charter in our area.
Until now my problem is still not taken care off. Watch out for your bills and special offers.

We have had DirecTV for years in Florida. When we moved to the mountains in North Carolina, we found that our new house was connected to Charter Cable. After reading the reviews on this web-site and seeing Charter's rating in "Consumer Reports," we were horrified and immediately called DirecTV. Sadly we found that we had trees and a mountain in the way of their satellites and that was the end of DirecTV.
That's when we reluctantly looked into Charter. We found out the TV, broadband and phone bundle, was an extreamly good deal!
While we have had some minor problems, which keeps me from giving them a five star, but it seem Charter's customer and technical support teams have been reading these reviews too, as they seem to go out of their way to be polite and helpful, and are knowledgeable on their products. They have even given me assistance on computer problem that are only partly connected to Charter's service.
I think the key in dealing with Charter's Customer Service is: if you don't pull an "attitude" on them, they'll "bend-over-backwards" to be helpful to you.

I have had Charter Cable to two separate occassions only because they were the only cable provider in the area. I was highly disappointed both times. The first time, I had the Charter Technician come out to my house 4 different times because the connection would not stay constant. It never worked and I ended up moving out of the area, thank goodness.

The second time, was in another part of the state, and the actual cable service itself wasn't so bad. The connection only went out every once in a while and my internet almost always worked. I recently moved and have a different cable provider. I asked Charter for a location to drop off my old cable box and cable modem. They gave me the address to their old location which was just a vacant building. I continued on with my move and notified Charter they had given me the wrong address. They will let me mail the cable box back, but they will not let me mail the modem because its very delicate. There are no Charter offices near my new address and they expect me to drive 2 hours to return it, or pay for it. I have a $46 credit on my account which they refuse to give me until I return the modem. I explained to them that it's their fault for giving me the wrong address, but they still refuse to give me my $46 credit AND they sent me a bill for the modem.

On august 14th 2008 I turned in my cable boxes, because I was moving out of state. I was told that I had a credit balance which would be refunded to me. I gave the employee of charter cable my new address so they could mail me my refund. The following month I received another bill for TV cable service for the residence I no longer occupied. Once again I contacted Charter cable and was told that they were sorry for the error, but would correct it and send me my refund. I then waited till mid November and contacted them again. I was told my refund would go out with the "holiday mail" what ever that meant. Well here we in almost the middle of January 2009 and I have still not received my refund check. Maybe by July 4th I might get my refund check.

Im not sure they even deserve one star.It took 3 times to hook it up. Then I had to fight over the bill for 4 months. My bill went up 50 dollars in one year( i didnt order any extras)I get lines in the picture and right now as I type. The picture is frozen on all the channels.Im currently looking into another cable company.1/6/09

I've grown to hate Charter Cable. If you like having your rates raised pretty much every month and paying over $50 for basic cable this is for you. They are nice on the phone but don't be a week late with a payment or they turn nasty.

Life is good.
I have had Charter for 3 years. Started with the digital cable and internet. Price is great. Better than sat. TV and dial up. When my intro rate was up I call them and they made me a new deal to keep my business. The people I talked to were always polite and willing to
work out a deal. The service has been great. So far they just had to
replace one digital receiver, which cost me nothing. The modem that they supply has been working great for 3 years and counting. The $3.00 they charge me a month for the modem, which included replacement is well worth it. Go Charter!!!

We live in the Northeast and have been without our Charter cable service for 18 days. We have made countless calls and an in-person appeal at the local office. No one can tell us when we can hope to have service restored. This is the most unorganized, inefficient, overpriced cable company around. As soon as we can find a suitable repalcement for them we are history!

I am an HSI repair agent, located in Canada. I do the best that I can to support my customers. However, if you get a person in the Phillipines or India, they will tell you, you are in an outage or there is a problem on your node and no ETA as these people do not want to do their jobs. They do not put supporting notes on the account as to what troubleshooting steps have been done. You, the customer calls back, and of course, you are angry and do not want to go through anymore troubleshooting steps. Most of the time I can resolve the issue that should have been resolved in the first place. When your service has been interrupted for non payment, billing forgets to turn it back on (once again, the Phillipines) and will tell you that it will be retored in a 1/2 hour or so. Not true, if you make your payment your service should be restored immediately. Billing does not know how to hit the little button in one of the systems to turn the internet back on for you, and of course, you, the angry customer calls back, creating yet another unnecessary call. If the agents in the Phillipines and India would do their jobs and the technicians in the field would look into outside wiring issues on repeat calls, we would have much happier customers. I love my job and I love to help customers, but Please, don't take your anger out on us. We are only here to help you. If you listen and do the troubleshooting steps we ask you to do, without giving us a long winded and angry reply as to what or wasn't done on the previous calls, we will be able to help you a lot faster and get you back online. One thing that can cause issues is the (wireless) router. Please do not argue with us when we ask you to bypass or disable the router so that we can better see what the signals to the modem are doing. You are only prolonging the troubleshooting steps. Let us do all we can to get you back online as quickly as possible.

High installation fee when the house was completely wired.
Completely unreliable. At least once a week problems with phone, internet and cable.
No service. Automated phone system that hangs up on you most of the time.

We have had Charter Cable for years now and it has never been great but has worked. We recently had a snow storm and a limb knocked the wire out of the trunk line. The cable has been down well over a week and I cant find anyone that will come repair. It is a horrific circle of finger pointing by everyone at Charter. I have done the e-mail, the chat and the phone and it appears to get worse each time I talk with someone. By far, one of the worst companies I have ever dealt with.

I dont think it's possible for them to do something right. Bad customer service, rising rates, "lost" paperwork, always down, etc, etc. My service has been down for almost a week now and I call every day to get an ETA for my service and they kept telling me my "node" was down and there was no ETA. After about 4 days of waiting I asked my neighbor if he had any info on the down node and he said he had all services up. Needless to say I was infuriated and called charter to make an appt for a service tech.

I spoke with a lady on a sunday who scheduled an appointment for monday morning. That monday afternoon came along and I called them to confirm the appointment and she never filed the paperwork... Agitated from losing time from my day @ work to call them on their mistake and losing money from my gf taking off of work to wait on their appointment I tried to hardball them into coming Monday anyway. I used about every threat I could think of (short of personal one's, I'm in retail and there is NO reason to get personal with a CSR=Customer service rep). Nothing worked they really don't care about you as a customer and their monotone voices lead me to believe they get paid to sit there and get yelled at all day.

It is very clear to me that they, like my electricity company, have no care of customer service because they are the monopoly in my area. My other choice is DSL and that would be going from 10meg to 6meg AND paying for a phone line. But at least my DSL would be up right now... I wish there were some way I could make charter feel a fraction of the pain they have caused so many of their customers...

If I did't have a bundle with them for TV/internet I would've left a long time ago. I can get satelite for TV but internet is a different story. I only hope some other company offers internet at competitive speed/price soon so they will no longer be the monopoly and acutally have to compete and maybe even give a bit of customer service. Not that I'll care at that point because I will be throwing a party the day I disconnect my charter service.

Charter kept raising our rates.  This will be the third time this year, so I have decided to cancel the subscription. But they would not let me because the bill was in my wife's name, not mine.  Any other time I needed to make changes, have our cable box (junk) rebooted (for the ?? time) they were perfectly fine with my name not being on the bill. So my wife had to cancel the service - talk about being inconsistent.   As I said they kept raising our rates, while they where moving channnels (which we had before)to other tiers, claiming it was because of the analog to digital conversion.  After searching the internet I found this to be nothing more than a LIE.  It was just their way to get people to buy into other tiers, costing the customer more money for channels they previously had.     The T.V.'s we have are all LCD 1080p, & are all attached to a quad-shielded 75 ohm coax, that was installed when we built the house.  Most of Charter's technicians were actually impressed with how strong our signal strength was, when connecting their ohm meters to our cable line. That being said, the picture for regular digital (the majority of channels they offer) was nothing short of horrible.  Hi-Def was o.k. at best, but could have been better.    In short, I feel pretty dumb for messing around with such a horrible service, when changing took less time, than I wasted keeping Charter up and running.  Anyone thinking of switching from Charter Communications, should not hesitate, because there are better alternatives.

Charter's picture/data quality is not the best. Even they will tell you that if you ask. Their customer service is virtually non-existent. Unfortunately, I have no other alternative in my neighborhood due to some charter (no pun) they have.

Pray you never have any billing issues with them like I have. I wrote a check for $131.00 (basic and internet) they did a direct debit against my account for $731.00. I called their billing department and they told me IF they do anything it would take 6-8 weeks before they even think about sending a check, not credit the bank account but mail a check. Can you believe that? They essentially stole $600.00 from me and they basically told me to deal with it. Sad thing is they are in India or Indonesia or some other country where if someone stole $600.00 from them they couldn't eat for 2 months and the thief would likely get executed.

I didn't wait long to call the Dish and Directtv.

I've read a lot of the comments, and I must say most of them are true. I used to work at charter communications for over three years, and saw a lot of garbage. Charter does NOT care about the customer. They are more concerned with shoving phone and any extra service down the customers throat verses fixing any problems, be they technical or billing. I used to work in the high speed internet department, before they decided to get rid of it, and make the call center a "Center of Excellence" for retention and sales. In training, we are taught to keep troubleshooting to a minimum, and spend the rest of the call exploring the customers likes, and shoving a service down their throat. If you don't do it in a certain order, and with enthusiasm, you get marked down on your calls. People constantly complained about bad tv, internet, and phone issues, as well as billing issues. They would get even madder when I was forced to sell them something, even though I know they wouldn't buy squat. If you don't make the attempt, you get marked down on your call scores. I'm glad I got let go, couldn't take the crap anymore. I hated going to work, because I knew what I was in for. It's not fun leaving with headaches from your job, and dreading getting up in the morning to do it all again. Charter is a garbage, poorly run, shell of a company. They used to actually be a shining city on a hill, until lawsuits and just bad management took it's toll. Charter is uber broke, and to be honest, I don't think it will be too much longer before they declare bankruptcy. Good riddance, in my opinion.

Charter service is an oxymoron. They are in the business of collecting fees, not providing service. It is quite normal to loose all internet and upper cable signal for hours to days. This is not due to bad weather or any other obvious reason other than poor equipment and/or unqualified personnel doing repairs. If you try to call for help, you must first deal with a wait and then endless computer options before a real person is available. I believe this is to discourage you from complaining. What more can I say? Charter does suck. (and they want you to add your telephone to the service too. What a joke!)

I finally had enough and cancelled my cable TV with Charter. Where do I even start? First of all the picture quality is substandard compared to DISH (who I previously had). The Charter DVD is not user-friendly at all, and often malfunctioned. You're billed a month in advance, plus every month my bill seemed to fluxuate, always increasing. FInally I'd get a call every week or so from one of their reps trying to sell me more services. Then the worse: they'd send some guys door to door to try and sell me more services (direct solicitation). I've had enough - my new satellite dish will be installed on Saturday :)

Their hardware is abysmal, their technicians are never responsible for anything they do or forget to do. They blame everything on the user, have a labyrinthine phone support system for technical problems and gestapo rulesets that prevent problem-solving in unique situations. I have a LONG house (100 feet horizontal) and when I tried for months to fix the problem of signal at my room in one side of the house from the TV room in the other, they "let" me pay for a combination modem-wireless-router (total crap) and then it burns out like the previous one and is also replaced before I find out about the notoriety of the turdloving combination routers they use. Anyway, avoid Charter if you can at all costs. They are hard to deal with, inconsistent, expensive and unhelpful.

I'm giving it one star not because of their customer service, which has been fine, or outages or anything of the sort. I'm giving it one star because in 2008 their HD offerings are beyond pathetic, and they charge a premium to get them. The pricing structure is outrageous, the HD-DVR is horrible and they have no plans to upgrade from the 12 non-premium, non-network HD channels they offer. If it wasn't for neighbors' trees I'd be with DirecTV, but as it is I'm praying for Verizon to come to town and save me. I hate you Charter and I can't wait until you're completely bankrupt and sold off for parts.

Charter is HORRIBLE! If I can give it a -5 stars, I would. I have had horrible service with snow and double picture that pulsates. After several service calls, they send a pervert service tech, who not only fails to fix the problems, but notes that he gave me additional equipment and asks me if I would like to go out with him. WTF?! Now Charter wants to charge me for the equipment that I did NOT get, but they do not have any records of the serial number or me signing for receiving the equipment. They said they would send another tech back to my house to "make sure I do not have the equipment." Are they in the business of search warrants now? No one with customer service has a brain cell that works. When I ask to speak to a supervisor, they put me on hold for over 45 minutes in hopes that I will give up. Yes, I did give up. I called the satellite company for service today. Will be so glad to say GOODBYE to Charter. I will NEVER be a customer again! How can this company stay in business with such offensive customer service?

Charter's customer service is still atrocious. Furthermore they rope you in with an introductory price and then it doubles w/in 6 months. My bill is over $200.00 a month now. I switched my phone and internet back to AT & T. I'm stuck with Charter for TV unless I want to go back to satellite, which sucks in this area. It's a wonder that Charter doesn't charge by the minute for Television service instead of by the month. I'm sure they would if they could figure out how.

Absolutely the worst cable company I have ever had. The channels come in crappy (when they come in at all). They keep telling me they're still recovering from Hurricane Ike. That was almost two months ago and that excuse is starting to wear thin. No one I know on other cable services is having problems...only those of us unlucky enough to be stuck with Charter. PLEASE DEEGULATE THE CABLE INDUSTRY!!!!! I would give anything to switch to another company...but of course I can't.

Charter has the worst customer service of ANY company I have ever dealt with in any field. I had my cable installed 12 months ago and they still haven't buried the cable. It is laying across my driveway and steps and my kids trip over it all the time. They have missed 12 appointments to bury it and they don't care.