Charter Communications

We have had Charter cable for 15 years. Recently, we had interrupted service and our cable box turning on randomly including in the middle of the night. We called Charter for a repair. The repairman came out and said it was a problem at the main box and he could not repair the issue. After 2.5 months of this problem we asked Charter for a credit. We spoke to two supervisors and Charter refused to credit us stating it was just an inconvenience. We are looking forward to having other options in the near future. In the meantime, if anyone in Smyrna, GA is receiving great service from another provider, please post as we would very much like to move our service.

Customer service is decent, The ability to use Chrome cast, or anything like it is blocked. They are giving you no choice bu to rent the boxes from them. Given the option to switch I would. Just looking for ways to reduce the cable bill and the options are not there yet. But when they do come around. People will be dropping cable companies like they are swapping cell phone companies. Most people are tires of the over priced channels.

Worst customer service ever. They have my name incorrect on the account. Been trying to get it corrected for over 2 months. They actually ended up screwing themselves by selling our name and address to businesses nearby. Have a stack of mail with that jacked up name Charter gave me. Filed a Better Business Bureau complaint along with one to the FCC for violation of privacy. Even the certified idiots they have on staff to address the BBB complaint (someone by the name of Gaspar Gomez was assigned my case at Charter) won’t pick up the phone after making BIG promises on fixing everything. Unless he got fired, no reason to not complete the case. It’s a simple spelling correction. Perfect home but got stuck with Charter. If they had smarter people on the team, they’d be on a more advanced platform. They are about 4 versions behind Comcast. If Charter doesn’t know how to keep technology updated, they should really just back off and let us be graced with Comcast’s presence. Praying hard that Charter will just go away and let Comcast do what they do best: provide exceptional customer service AND advanced technology.

We had a terrible experience with the switch from ATT. Service lady said all services including free telephone line, dvd and internet would be $ 89. WE got a bill for $ 165. Did not get 3 DVR only 1. Were not told we could see any recorded channel on any television. Can only see on TV that is used to recored. Were also told by salesperson that tech can transfer all saved dvr recordings; complete lie. She knew it could not be done. I’m sure we were not the 1^st people in the history of DVR who asked that question. Internet goes in and out and we constantly loose connection; a disaster when trying to do an online live lecture. Then were told after canceling that we would still be responsible for install fee; which they eventually cancelled.
We had the same false representation with our Business service but it was such an ordeal to get it working with such a large expense that it was not worth switching back. Please be careful when switching to this company.

Charter Sucks sucks! I’ve been a great customer for three years using your internet service. Now all of a sudden my rates went from $ 32/​month to $ 59/​month for the same service. Tried to call in and get an explanation and your customer service people told me there’s nothing they can do, that’s my new cost. Well, time to switch to Xfinity Internet. You’re a terrible company with terrible pricing policies.

I wanted to give Charter a try again, but it all started going downhill when a rude contractor hung up on me when I wouldn’t allow him to come to our house in the morning (though our install time was from 3 — 5 PM). Apparently he didn’t like the fact that no one would be home 6 hours before our scheduled install time. He then proceeds to come to our house an hour early anyway (fortunately my wife was home), and does a completely half-​ass job. Wrong boxes placed in the wrong rooms, and the DVR didn’t even work (which was also in the wrong room). His crowning achievement was to leave our house without telling anyone. When I call the office to find out what’s going on, I discover the installer set up a return appointment for the next morning (even though no one would be home). I now have to wait for these clowns to come back out and take their crap back. Thankfully I hadn’t made the call to DirecTV to cancel services yet. I will gladly pay a premium to DirecTV rather than deal with Charter.

Charter has a monopoly in my college town, and it is by far the WORST provider. My roommates and I pay $ 140 a month for cable and internet– a ridiculous amount to start. We just found out we have been paying a $ 20 HD fee every month and have never been able to actually get HD channels on our tv. The internet goes out every couple weeks, is slow, and the tv is also quite awful. For all that money we get maybe 30 channels. On Demand is the only thing good about the tv. The customer service reps are nice and try to be helpful, but the company is awful.

Let me start off by saying I hate them. It’s absolutely ridiculous how many times my internet service has had outages since I got charter. It’s hardly been a month. Oh and that 60 Mbps? If you’re computer savvy and you can do your own speed test find out how much you’re being robbed of that 60mbps. You can have the best modem, wireless router and turn off all but one of your online devices, They’re still somehow going to cut down your internet speed. Charter shouldn’t even be allowed to give internet service with the way their internet service operates. I hope what ever business you do doesn’t mainly rely on their internet service because you will be screwed. Let me end by saying I hate them!

HUGE MISTAKE!
I called and signed up thinking I was getting a cheaper deal. Think again! After the installation, I was constantly up and down having to unplug and reboot. When I called and told them, they said, «oh, you didn’t get wifi.». Ugh! Okay, no one told me wifi was additional but okay. Then nothing better so I called again. They said, «oh, you have an old router, we can set up with a new one but it’s additional.». Okay, I’m done!
I call AT&T, have them to come and set me up, call charter and tell them to come the same day to get their equipment. THEY DISCONNECTED MY EVERYTHING THAT MOMENT. for a week, I had no Internet, cable, it was g’day weekend, I had a house full of company and kids, I work from home, had to make arrangements to work somewhere else!
According to Charter, it is YOUR responsibility to ask alllllll the appropriate questions and for services/​equipment.

Charter is the WORST!!! I signed up for the $ 40 dollars a month internet service about a month ago and let me just say that it is slower than the line at the DMV. 60 Mbps huh… yeah right! If you want slow internet speeds and crappy customer service Charter is the place to be… if not, stay away from this company!!!

Charter’s customer service sucked from day one and they STOLE $ 40 from me. The installation dude was 4 hours late. They offered me a $ 20 credit for the inconvenience which wasn’t bad, but what bothered me was that it apparently happens so often they had a name for the credit.
When I canceled my service I, of course, had to return the equipment. Their closest local office is an hour round trip so I called to see if I could have a tech pick the equipment up when they were in the area. I was told «sure!»
After 2 no-​call-​no-​shows, I was ready to just drive the stuff to the local office but a tech randomly showed up at like 8 in the morning. He took my equipment and was about to leave without giving me a receipt. I asked him for one. He wrote some illegible note on a little piece of paper that said «I Kyle, picked up … «and some horrible signature. I had to ask him his last name because I couldn’t read the note. This didn’t sit well so I made sure to get his van number and license plate just in case something happened to the equipment. Sure enough it did.
When I canceled I had paid for a month and was due to have $ 120 returned. When I called to see about the refund I was told the amount was $ 80. I inquired and they said they didn’t receive their modem. But I had returned it and Kyle’s little note said as much. The billing agent’s response was that I drive to the local office and show them my «receipt.» I told him I think I should at least call first to make sure they will accept the receipt before driving all that was. I was then told that the local office HAS NO PHONES and even he couldn’t call them. I refused to drive an hour only to be told «this isn’t a receipt, sorry.»
Anyways, after another month and about 3 hours on the phone, promises by «managers» that they would handle it only to never hear anything again. I just gave up on the $ 40 they STOLE from me.
If I only get one person to choose AT&T over this unscrupulous company then I feel like I have won.

An outage happened in my neighborhood and I called and was told I needed a technician to come out and fix the issue. He came, fix it and I was charge $ 50 on my next statement. I was told it was free initially on the phone and after arguing on the phone for hours with customer reps/​managers, I got $ 10 off, worst customer service ever.

In the past 5 weeks I’ve had 7 technicians out to my house. They’ve laid and buried a new line, replaced filters, and replaced splitters and my service still goes down at least once a week. For the most part I’m lucky to receive dial-​up speeds and I’m paying for 25 Mbs.
I also found out that you don’t get credit for outages, even if you call and they tell you about them, unless you actually ask for the credit. Then when I complained about the poor performance and how I had to call every day for a week I was told they had no record of those calls because I used the automated operator. So none of the 15 technical calls were recorded as me having trouble with my service.
Stay away if at al possible.

Installer spent TWO HOURS trying to tell me we have a junction connection box. After showing him the wires in the Attic, NO CONNECTION BOX, showed him where the wires came from the cable box in the yard, NO CONNECTION BOX, after looking in the Garage, NO CONNECTION BOX, after looking under the steps, NO CONNECTION BOX. He finally determined is was straight wire into the house,; which is what we told him all along. then TWO More Hours to install and equipment in the house DOESN’T WORK. I would give them ZERO STARS if it were an option.

Zero stars. Don’t make the mistake of signing up with Charter!
Look at Charter’s terrible reviews everywhere. Consumerist magazine (not-​for-​profit subsidiary of Consumer Reports) calls Charter the «worst company in America.» It’s no wonder Charter went bankrupt a few years ago.
This sleazy firm’s business practices include:
— cutting your satellite cable, then insisting that customer fight with Charter’s 3^rd party unlicensed contractor instead of honestly owning up to their mistake and correcting it.
— moving your first bill due date ahead after first bill, without prior notification (told this is a «standard» Charter procedure on 2^nd bill)
— insisting that customers wait 45 days (unbelievable but true) for Charter’s Autopay system to take effect, then warning that double payments may occur when customer attempts to make a one-​time payment prior to the interim due date (as a safety measure)
— moving from CSR agents in South Carolina to the Phillipines, where they lie to customers by claiming healthy account status with zero problems and confirming Autopay sign up weeks ago, then cutting off all services including (Emergency 911) shortly thereafter, without prior notice
— migrating from helpful humans to speak with or chat online (about no-​service issues) to worthless automated systems
— poor no-​service reliability
I really wanted to love Charter. Our credit history is well above 700 and we always pay bills on time. But after several serious attempts to cooperate with Charter, acting as a good customer to straighten out their billing errors, all of our attempts have been futile. I recommend that prospective customers view the 800+ complaints about Charter on another website, plus other sites, before wasting your time. If you like unethical business practices, you’ll love Charter!

Everyone is friendly on the phone, but they offer services they don’t know how to install or setup (cablecards/​TA for Tivos). Service calls are always at their convenience even after multiple visits have failed to set things right. They aren’t forthcoming about account fees, I’ve gotten surprise fees more than once that they should have notified me of, but didn’t.
I used to prefer friendly people to work with who will eventually get the job done but when it comes to cablecards, I wish they were competent rather than friendly. Once the service are setup properly (TV/​internet/​phone) it’s been stable for me but I’m not sure it’s worth the hassle anymore.

I was quite surprised to see such negative reviews for charter. I recently canceled my internet service with them, because I was moving out of their service area, and overall I would say the customer service was great and the actual internet service was quite reliable. My one criticism is that signing up and getting a reliable price with charter was a massive pain, however after I was a customer Charter forgave me when I forgot to pay one month (no fee), honored their if we cancel or don’t show up policy we will give you $ 30 off (twice) and the cancellation fee for me breaking the contract 6 months early was less than one months service (I think they are sending me a check for $ 1). Given my experience with other providers like Dish and Comcast, I would say that dealing with Charter was actually pleasant.
The only service issue I had was due to a bad connector on my building, which is old and poorly managed. Charter cancelled the first time because they had to deal with a major outage in my area and assumed it was that, then on the new appointment they were an hour late. I got $ 60 off my bill which was almost two months. I was neither not charged a penalty nor had my service interrupted for forgetting to pay the first month. I also think they forgot to charge me for equipment rental.
Pros:
Professionalism of customer service, quality, billing practices. (unbelievable but true)
Cons:
Endless junk mail about their triple play (same type of thing as Comcast), bad sales people, I have to drive to their store in Smyrna to return the router i rented from them.
Given how cable works in Atlanta you likely have a choice between a cable provider, Dish networks, Direct TV, maybe Clearwire if you are creative. I can’t speak for Clearwire or Direct TV since i have never used their services. I have used Dish and will warn you in the strongest possible terms NEVER sign a contract with them. The service is crap, they are unprofessional, and their billing practices are unethical. I think Charter or Comcast is you are in their area are much better options.

Lightning-​fast and pretty cheap IF you call them every 6 – 12 months and threaten to quit and they will put you back in a promotional package.
So why am I rating them one star and canceling their service? Because they cant keep my internet service up. It goes down multiple times a night, we have logged 15 service tickets in the last 3 months, and they continue to send the same basic techs out over and over again to check the same 5 things. Hey wait a minute… is it possible its not one of those 5 things? Not in the mind of charter… they seem to have no one capable of resolving a problem that doesnt get resolved by swapping a cable modem.
We have had counless connectivity problems over the last 5 years with some periods of uptime but I just cant have my connection going down for 10 to 20 minute periods a night when I am trying to get work done.
Have gotten the corp twitter people involved but that doesnt help. Even went up to the office on saturday and asked that the branch manager call me. The lady at the front desk was very nice and took my number down. No call 4 weeks later.
We tried and tried. There is no other service in the area that is anywhere near this speed but at the end of the day, its just not worth it. Maybe one day they will wake up and realize that there are more complex issues out there that swapping a modem wont solve and that their escalation process is incapable of solving.
Adiós Charter.

Charter is just plain awful. I bundled my internet and phone service and now BOTH have outages all the time. I need to post this quick before it goes out again. The last time the tech came out to work on it, his solution was to unhook the splitter that runs cable to our TVs. If TV, phone and internet are all working it is a miracle. I never thought I would pray for Comcast to move into our area.

The only reason I’m even a Charter customer is that I have little choice. They were significantly higher than Comcast and I will switch back to that competitor if given the chance. The installer was late and brought the wrong box (I explicitly requested an HD box with HDMI and he told my wife the component connectors were «the same thing.» — NOT EVEN CLOSE!) When researching my options the salesperson said there were no bandwidth caps or data limits. But buried deep on their website in an obscure corner is the truth in their terms of service legalese. Then I asked what the cost was after the promotional period ended, and they could only hazard an estimate. Then I asked if they could send to me or point me to a channel line-​up so I could compare the different plans and they couldn’t get one. I was eventually able to find it hidden away on their web page and after a couple of calls for clarification I built a spreadsheet that gave the answers they couldn’t provide. There was also a surprise fee (60 $ deposit paid directly to the installer on top of the installation fee).