Hello Adam,

My name is Eric Ketzer, and I am a Manager with Charter Communications. We are very sorry to hear you are unhappy with our services. We would love an opportunity to improve the services for you. Can you please send me an e-mail with the following information to Umatter2Charter@chartercom.com:

Name on the Account:
Phone Number on Account:
Contact Number:
Best Time to Call:
Email:
Address:
MAC Address on Modem:

Plus any additional information about the issue including any speed tests, pings, traceroutes, previous related trouble calls, attempts to resolve through other support channels, when issue started happening etc.

In the subject line of the e-mail, please include my name, Eric, and rateitall.

I am confident that we can get you working optimally and thank you you for working with us, Eric

Dear Eric Ketzer,

I am a Charter customer. Could you please explain why customer service is so unacceptable with Charter? Why are there so many dissatisfied people posting here? Are they just unhappy people or has Charter failed them?

Why has the Better Business Bureau posted a warning about Charter Communications regarding complaints to services? Why did PC World rank Charter Communications worst out of 14 internet service providers? Why did Consumer Reports list Charter Communications' TV/internet/phone service as worst of all major service carriers?

But more importantly, why do you expect the customer to know information about "speed tests, pings, traceroutes, or previous related trouble calls?" Doesn't Charter record all this information so the customer doesn't have to? Can't YOU retrieve this information?

And finally, is there any truth to the rumor that Charter will be changing their Chapter 11 bankruptcy to Chapter 7 total liquidation? Apparently on 26 July Charter agreed to sell gigantic swaths of the company to Comcast and Time/Warner. Any information you have on specifically who will be receiving your assets will greatly help in my decision to wait for Comcast or Time/Warner to take over my area or to just ditch cable and go with satellite TV.

I'd be happy to read any reason you may write as to why I should stay with Charter Communications.

Thank you in advance for your prompt reply,
Stercus

Hello Stercus,

I sent you a direct message after you posted your review. I would be happy to answer any questions you have concerning your specific situation through that method or e-mail, so we can exchange information that will allow me to see your account.

It is not necessary for a customer to provide all the information, but certainly helps to expedite the resolution.

As for the Chapter 11, you may have read an article on a site that was taken out of context. We have no plans to sell areas to Comcast or Time Warner.

If you have any additional questions or concerns, please feel to contact me at Umatter2Charter@chartercom.com. Thanks, Eric

I have talked to numerous representatives of Charter, and they constantly assure me that they will solve the problem TODAY and "The buck stops here!" Sometimes I believe they genuinely care, but the fact of the matter is that even when Charter employees correctly diagnose the problem as having something to do with their "node" and the "wires outside", their diagnosis is -never- recorded or passed on to anybody who can do anything about it. My guess is that since Charter is bankrupt, they aren't properly maintaining their system, and meanwhile they aren't capable of handling their existing traffic. In any case, my literally hours of talking with representatives has never been properly recorded, even though employees have told me that they are making a note within the computer system, which means that everytime I try to address the issue it is as if I am calling for the very first time. It doesn't do me any good to waste a half hour talking with one of their few technicians who are actually competent (most of them think the internet connection is fine if they can load weather.com and speakeasy.net), because nobody's conclusions are ever passed on to anyone else at Charter, and thus nothing is ever fixed. I've had technicians on the phone tell me that they are sending someone out to look at the wire, and when the technician comes out they have no idea why they were sent and they refuse to look at the wire just because "I" say so. Anyways, all I want is basic internet access, I don't need fancy streaming videos, I don't need high-speed, I don't need to play computer games... but I do need a regular stable connection which allows me to consistently send emails and load simple websites. The dial-up access I had in the 90s was better than this! Instead, I have an internet connection which flickers on and off, just like everyone else who lives within a couple blocks of me. I've done speed tests, and trace routes, and ping tests -- guess what Charter, sometimes my speed drops to nothing, sometimes my trace routes don't complete, and sometimes my pings time out. Remember Charter, we've done this before, we've had technicians look at this issue before, remember? Don't you people maintain any paperwork? You promised you'd fix this six months ago... still waiting. My name is Adam Rinkleff, don't you have that name in your computer system? I've already given you guys my phone number like 15 times! I've given you my MAC address like 250 times!!!! I live in Denton, Texas, and like everyone else in town I'm sick of the inept service we have been receiving. Any guesses why you don't get more people calling and complaining? I'll tell you why: because sitting on hold for hours without anything happening is not what most people want to do!

Adam,

If you can please e-mail me the name, address, and phone number on the account, I can get this situation resolved for you. Until I have that information I cannot see your account, notes, signal levels, or anything that would help me resolve your concerns.

I can understand and appreciate your frustration, and I really would like to provide you with a stable Internet connection, just need some information to be able to do that.

Thanks, Eric