Spectrum.com’s earns a 2.4-star rating from 614 reviews, showing that the majority of internet and cable service users are somewhat dissatisfied with connectivity and customer service.
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criminal router hijacking!
I work for a home security company that has broadband security systems. Many people buy routers so that they can use multiple computers on one high speed internet connection. This is a necessity for our broadband system, as we don't have a built in router and passthrough port in our system. The problem is that i have run into several cases where the software that comes with the time/warner cable does something HIGHLY MALICIOUS. It detects to see if there is a "local network", looking for other computers on the network. Then, if it does detect them, it uses Universal Plug and Play to create some kind of routing table where the PC running the software gets a live internet address, and everyone else inside gets a local DHCP address. It completely kills the NAT. So, no other computers will work behind the router.
Now, why in the hell should a customer pay an additional $30 a month to use their home security system on their high speed internet? That's what they're doing. I've looked all over google and I can't find a single person who has identified this. Either it's too new, or no one has been smart enough to catch them at their game.
I think its criminal. They bought a router. Then Time Warner's software completely destroys the purpose of that router.
Kind of steaming on this.
Mark.
overcharging and stolen property.
I have the Charter Cable Television, High Speed Internet, and Telephone Bundle package that is supposed to be one bill every month for $99. Every month they bill me twice per month for a total of over $200, that is not the deal I accepted, and everytime I ask someone why I am charged so much all they can say is "I don't know." I have also had 2 items stolen from my home by 2 of their Technicians, the first item was a cable internet modem that I had purchased in full from Charter, this was replaced in time. Secondly, a wireless usb adapter for my second computer was stolen and I haven't seen payment or the adapter in several months and no one can help me. I am being overcharged and for extremely bad service with almost no customer support/service.
a cult of snakes
If I may refer to the 10 deadly plagues of God, such as the lotust swarm and the river of blood, Charter Communications would be the 11th plague. They are a monopoly, seeing as how so many people were robbed of their good service with the companies they were with before Charter came along and bought them all. Every single person who answers the customer service lines speak less english than my 6 year old sister. The lies they tell are endless, and most blood boilingly frustrating of all, is their service. My internet connection has had Intermittency (service goes on and off every few minutes) for about 2 months. Then to add to it, there is supposedly a "massive" outage in the Duluth, GA area. Of course Charter couldn't care any less. Why? Because they know that they are the only high speed cable provider in the area, and people who are accustomed to 5meg dont want to downgrade to DSL which barely hits 1.5meg. But I will warn you now, and God Bless me for the countless people I may help, that if Charter is the only provider in your area, PLEASE go for DSL or even Dialup. The stress this corporation has given me has made me a smoker again. The inexplicable happiness I will feel when this company goes bankrupt may just give me a heart attack. You have been warned folks, stay away from this cult of shady, incompetent, dung beetles. I spit on this company. If you think I'm overreacting, please pleasure youself to the MILLIONS of complaints posted all over the internet about Charter.
The complaint has been investigated and resolved to the customer’s satisfaction.
numerous problems with charter communications
Let me start off by saying thank you for taking the time to read this. Please bare with me. I hope that someone is sincerely reading this and will respond promptly and correctly. I have numerous problems with your company. I would like to have these problems addressed quickly and appropriately. If not then I will have no choice but to disconnect your services and never return to you as a customer again. I found a website on the internet that voiced numerous complaints about your services. It seems I am not alone in my concerns. It is very discouraging to read these complaints and see all the similarity with my complaints. It is also discouraging to read the complaints about you not responding to your customer's complaints.
We live in Cape Girardeau, Missouri. We have had problem after problem with your services. Whenever we call to change our services with you, usually to add additional services there is much confusion over the telephone. 1st of all, I find it ridiculous that I cannot call my local office in Cape. Whenever I need help, I cannot call them, they will not give out the number. I must go there to get help and thank god for the woman that works there that I always talk to, because she is one of the only people in your company that has any sense. She is always polite and helpful. When I call your 800 numbers you have to fight through your automated menu for several minutes. Luckily I call it enough that I have figured out shortcuts to say to push me through the menu faster and get to talk to a real person. Now, when you do get to a real person, some of the people I speak with lack the ability to speak with your customers correctly. I have spoken with some rude people. I have also spoken with some very polite people. Whether rude or polite, the general problem is that most every time I speak to them, my services get all messed up. My billing is always incorrect and destroyed and I have to go into the Cape office to get it corrected, it is too hard to explain over the phone to your representatives. I am constantly overcharged for my services. Every time I call to complain, you try to add something to my service which is nice, but I have everything. I have your Phone, Internet and Cable. All of which are messed up. Whenever I call into you, I am always told by the representatives that my account is wrong and they put me on hold. Every person I talk to is different and none of them know or understand what the person I last spoke with has done. They always tell me they are making notes to my account. Why is it that the next representative does not read the notes? Are they not making notes at all and telling me they are?
When they add things on my account for me, because you have made an obvious mistake and add these services to be nice, the next time I call they are taken away. For example, I have been given some of the HD channels, but then some were taken away. Your HD channels are not working on my HD Mitsubishi 73' television. These channels do not come in correctly and have sound issues with them. All I hear is fuzz and the sound is ridiculous. There are numerous problems with the lower channels also. I have complained about this, and I am told that it is not my cable services but my T.V. The local place that I bought the T.V. from assures me that it is not the T.V., but it is the cable service. They asked me if I had a DVD player hooked up and to test it and if the sound is not heard though the T.V., then it is not the T.V. I did try it and the sound quality was perfect and loud as it should be. With regular T.V. you have to turn the volume up loud to hear anything and when you do it has that background noise in it. At our old house we were told it was a wattage overload out of the outlet that was causing the feedback noise and that we needed an electrician. We just so happened to have an electrician in the family and he came and checked all of our outlets and they were just fine, it was his determination that it was your service and not the electricity. I find it highly coincidental that at two separate houses the sound from your cable is doing the exact same thing, but is continuously blamed by your techs on my T.V.
Your cable boxes are another story. I originally only had one Digital cable box. I never had one problem with your cable service when that was all I had. I had Tivo on another T.V. but it was a deficient product over time because it would not work in conjunction with your digital cable, only with expanded basic cable. They then took away our local phone number and since you now provided DVR service I canceled the Tivo, and went with your DVR. The 1st DVR I received was a MOXI, and I was told I would have to wait for a MOXI Mate to go upstairs. I was told they did not have one to give me. Before they could even get me a MOXI Mate, the MOXI broke and had to be replaced. I then finally got one MOXI Mate, which did not work. I then told them forget it and to get me 2 of the newer Motorola DVR boxes that have the larger hard drives. For once, after several weeks, Charter came through for me and got me the equipment. I was grateful, but the tech warned me that I would not like the newer DVR. He was right. I could not stand them. They are not user friendly and boring and hard to navigate. The MOXI series was much more user friendly and fun. One of the newer DVR didn't even work correctly and even after numerous attempts from your techs to repair the problem I finally just asked for a MOXI back and 2 MOXI mates. I was told it probably wouldn't happen because you all were phasing out the MOXI's due to problems with them that you were already aware of such as constant rebooting and overheating. I said I didn't care and I wanted to give you my digital cable box and the Motorola DVR back and get the MOXI back and 2 MOXI Mates. Again I was told it probably wouldn't happen due to not having the available equipment. I was told the same thing about getting the Motorola DVR, that it probably wouldn't happen due to equipment availability.
To date, I now have 3 different cable boxes, that are all 3 different. I now have one MOXI, one Motorola, and one of the old style regular cable boxes that is not a DVR. This makes things even more confusing. Call me crazy but you provide cable service, why is it that I am constantly told that you can't get the equipment that your company has. That is not living up to your responsibilities. I am fairly sure that if I were to drop your services, and go with another provider, I could have all the receivers I wanted and there would not be near the issues I am having with your equipment.
We recently moved and the problems persisted. It was a new home and the cable line was not buried in the ground in time and a temporary line was stretched out across the yard to the house so that we would have service. Weeks went by and no one ever came to burry the line. Again I called and complained and I was told we were waiting on dig right to come and mark the utilities. Finally one week day I happened to be home and without calling ahead a sub-contractor pulled up outside my house and began to poke around in the yard. I went out and spoke with him and he decided that he was not going to do any digging without the utilities being marked 1st and he left. Before leaving I showed him were the builder of the house had buried a pipe under the driveway so that they would not have to drag the line under the driveway. Weeks went by and the utilities were not marked and the line was not buried. One day I came home from work and the utilities had been marked and the line was finally buried. The problem was that it was not buried correctly. Instead of using the pipe under the driveway to put the line through, they took the line to my garage door and simply placed the line around the garage door, poking it behind the vinyl siding to hide it, some spots it sticking out where it was clearly visible. Not done correctly, but not a big deal I don't want the yard torn up again, still I was not contacted about them finally coming and it was not done right.
I have your internet service also. I pay for 3meg. To make amends when I call I was given 5meg. Now when I have called back and I am told my account is wrong, the representative takes the 5meg away since I was not paying for it. Again not reading the notes?
I was duped into your phone service with an awesome deal at the time. I was offered Charter Phone for $14.95 a month for a year, and then $24.95 a month after that. That sold me in a second, that price killed your competitors. I cancelled AT&T and switched to you immediately.
To date not one bill since I added your services has been even close to correct. I am always overcharged for my services. The phone bill has been disastrous. Never am I charged the $14.95. It's usually in the realm of $40 to $50. Why would I switch my phone service to you for the same price I was paying? I switched to you because of the ridiculously low price you offered me. I am constantly overcharged for my services, sometime as much as $100.00! The wonderful lady that helps me in the Cape store said she has never seen an account as messed up as mine has been. When we moved I received 3 bills for the same time frame. One for $150.00 that I went on ahead and paid. Then I received another bill for the same timed period that said my bill was $0.00. I thought that strange. I then received another bill for the same period for $180.00. I then headed to the Cape store with the $180.00 bill to show it to them. The woman at the Cape store as usual rectified everything for me even refunding me some money on my account. I expect this next month for things to be incorrect again and I will once again have to go down to the Cape store. I now know why they will not give out the phone number to that store. They would be overrun with phone calls.
I am mailing this letter to the Saint Louis office and the Cape Girardeau Office in the hopes that someone will read this and hopefully do something to help me and the countless others that are having the difficulties. Thank you for your time in reading this.
The complaint has been investigated and resolved to the customer’s satisfaction.
My name is Marie brown and charter replaced 2 boxes over the last few months because of either mot working at all r overheating now 2 wks ago my cable box caught fire it had been on for about an hour burned up my new 42 in 3d tv now charter says it's not going to replace it .they said it was bad wireing on my part i had outlets checked they were in good shape how do i make them pay I've had 3 replacement boxes in the 4, months I've had cable . I had direct tv before on same tv n outlet for a year no problem.
Since I changed to their "Bundle" plan I've had nothing but problems. They have re-wired my house. They ave put in another underground cable to my house. Every time a tech rep comes out I'm told something different. NOTHING is being done to address the problems and Charter is the only service available where I live. The worst service I've ever experienced from any service provider. How does one go about working with government officials to make it easier for competitors to come in. I am spending way too much time (money) on the phone with these idiots and also waiting around for their tech reps to show up.
I have to agree, Charter is terrible. I am on a very tight budget and they NEVER bill me the amount quoted and they speak with me as if I'm a dingbat, they suck!
Charter has the most messed up terrible cistomer service of any company I have ever contacted. They must farm out their "service calls" TO INdia Uganda where ever as I can never get a person that speaks english. Anytime you call you have to talk to about ten people and they still screw it up.
my Mother got charter cable they charged her sixety dollars when they came out her monthly bill was gonna be forty dollars a month they said she just got a bill for forty two dollars and she paid that it hasnt even been a month yet and she got another bill for sixty eight dollars that needs to be paid by November 6 they say she hade a balance of a hundred and two dollars I dont see how that can be she has already paid them one hundred and two dollars and she hasnt hade the cable a month yet and she only has extended basic cable they should not get a way with ripping people off something needs to be done
telemarketing harassment
I am being harassed by the idiots at Comcast (formerly Time Warner) via my cell phone. The number that repeatedly calls me is [protected].
Calling back that number will give you a sales rep claiming it's their marketing department and there is nothing that they can do. Nice cop out eh? Friggin' calloused ###s!
The beyatch from Comcast suggested that I register with the National Do-Not-Call Registry. However that takes 31 DAYS for it to become effective (if it ever does, as these idiots from Comcast obviously don't play by the rules).
I think that I will start my own harassment campaign and set up a PC zombie army to ping and email the crap out of their IP and email addresses.
Sorry ###!
Bazooka Bob Out
Caller ID: [protected]
Caller: Comcast
Caller Type: Telemarketer
I am being harassed by the idiots at Comcast (formerly Time Warner) via my cell phone. The number that repeatedly calls me is [protected].
Calling back that number will give you a sales rep claiming it's their marketing department and there is nothing that they can do. Nice cop out eh? Friggin' calloused ###s!
The beyatch from Comcast suggested that I register with the National Do-Not-Call Registry. However that takes 31 DAYS for it to become effective (if it ever does, as these idiots from Comcast obviously don't play by the rules).
I think that I will start my own harassment campaign and set up a PC zombie army to ping and email the crap out of their IP and email addresses.
Sorry ###!
Bazooka Bob Out
Caller ID: [protected]
Caller: Comcast
Caller Type: Telemarketer
These are the turd Telemarketers that have hit residential telephone lines or cell phone numbers in Texas with unlawful prerecorded telephone solicitations.. This information is provided as assistance to others for purposes of identification of those responsible for the calls.
These ### are working for COMCAST aka: Time Warner Cable out of Houston. Comcast knows full well what is going on but they fail to do anything about it. It's all about $$$ with Comcast and they don't care what laws or toes that they step on or who they harass. It's harassment to call somebody repeatedly with computer generated calls on a daily basis on their cell phones, it's also ILLEGAL. But does the greedmongers at Comcast care?
The first number has been disconnected, the 2nd has messkin's answering it and they play dumb. The third has an answering machine.
If someone were to SIGN-UP this person and their address for HUNDREDS of subscriptions to magazine and the like using those postage-free subscriber cards it would be similar to what they are doing to everybody else by harassing them on their cell and land line phones (it is ILLEGAL to call cell phones). I can't imagine anyone doing that though! ;^P
Texas Telemarketing Inc. aka: TTI
3222 Spencer Highway
Pasadena, Texas [protected]
[protected]
[protected]
[protected]
John McCormick – President
Shirly McCormick – Registered Agent
Caller ID: [protected]
Caller: Comcast
Caller Type: Telemarketer
Yeah, I know this *sshole, He used to work for Empire Home services in Grand Prairie. He wasn't a good sales rep just a good player. If this is the person, he tried having secret relationships with women at Empire and got word that he used to work at another branch and did the same thing according to some managers. If you want to make a harrasing call to him, his number is [protected].
Yes, indeed Time Warner cable can be harrassing. I used to work with someone at a home furnishing company that love to use his job as some sort of meeting place for women. His name is John C Hernandez and he works for the Dallas branch of Time Warner cable and he is a big time player. Beware ladies he is a dirty player so be careful and stay away from him! He doesn't have a clue he's beeing watched. My wife quit working for Time Warner cable because she complained that he was making passes at her. And last I did an investigation on him and found out that he's done this at some other pervious jobs that has had. BE CAREFUL LADIES FROM THE TIME WARNER DALLAS BRANCH!
poor service!
When you're the only cable company, you don't need good customer service.
1 - I responded to an online offer, but they would not honor it.
2 - I still ordered the service as I had no option (I live in an apartment that only allows cable).
3 - When I had issues with Road Runner and the call was answered in Colorado, the information on my account was not in the database available to them. They said contact my local company. I did and they never understood the problem telling me their records were correct.
4 - I saw the ads for digital phone. I called asking if this was VOIP. I was told it was not.
5 - In order to get VOIP, I had to be home on the installation date. I could not guarantee this ten days beyond the current date. I could not make the change because of the risk of having no phone service. I need to retain my current number.
6 - I got a billing for the month. The listed amounts failed to total the amount they were asking me to pay. I called and the representative insisted it was on the bill.
I wish I knew if complaining to any agency would help, but I suspect that it would be a waste of time.
being charged for returned equipment & the worst customer service/follow thru
I am currently being build $357.05 for "two, unreturned cable boxes," according to Charter. This is absolutely untrue. Basically, I am being charged for taking all the necessary steps on my end, and they not complying with their own and their poor record/inventory keeping.
I had scheduled an appt for Charter to disconnect and pick up my cable boxes from my old residence since I had bought a new home and was moving out of state. I scheduled this appt one week in advance. No one ever came out on the day of the pick up, which incidentally was the same as my moving day. I called several times throughout the afternoon to confirm that the pickup was still happening and was told by several operators to "not worry, they will be there before the end of the day." Needless to say, no one ever showed up.
The next morning, my family and I were scheduled on a flight to our new home. I gave my cable boxes to the new home owner and explained to him my situation. He understood and actually said that Charter was coming by that day to install new cable for him. He was kind enough to give the cable boxes to the Charter rep. when they would install them. In speaking with the new owner, he explained the situation to the Charter rep and gave him my boxes.
Since my disconnect date, I have been sent numerous bills regarding the claim of 'unreturned cable boxes.' After each complaint, I have always called Charter to explain the situation and after explaining my story every single time, I have been told to "not worry about the charge right now...we will fill out a form for you to our dispatch dept to further investigate the situation. We will check our logs to see where the boxes are now." Each time I was given a 'reference number' for these forms. And with these reference numbers, I was always told that they would "get back to me within 5-7 working days to provide an update on the situation, so for now please ignore the bill."
This past week, I recently received a notice from a collection agency for the amount of $357.05. Shocked, I once again called Charter and explained my situation. During the first waiting time with a rep, I was on hold for 48 mins, until I got disconnected. I called back to see if I can speak with the previous representative (I've always made sure that I got their names down), but was told that they could not do that because they themselves don't know each other's names so I would have to start all over again. So, I did. I explained to the operator that I also received several 'reference numbers' and asked if it was possible to check the status to see if they had an update. He did and he was actually shocked that they existed on my account profile. He looked them up and told me the following, "yes, these forms have been filled out in the past, but they are currently open."
"Why are they still open?" I asked.
"It seems they're open because their has been no activity on them."
"So, they've never been looked at, updated, recognized...?"
"I'm not sure sir, but the last entry date was the day the form was filled out. It could be that because since there was no comment to call you, that this could have been missed."
"Nice...could you please make sure that you have someone call me at the following number, noted on this form?"
"Yes sir."
So, after after 1hr and 13mins, I was given the same parting words..."reference number...get back to you in 5-7 working days...don't worry about the bill or the collection agency, we'll take care of it from our end," I parted ways.
I don't quite understand their system.
I don't understand why as a consumer, followed Charter standards and rules on disconnecting my cable and scheduling an appt one week in advance, and them missing it, I pay the fine.
I don't understand why they don't have a way to look up the cable box numbers assigned to me in a database to see where it currently stands. I have my very first receipt with the cable box numbers on them, offered to give it to them over the phone, only to be told that they "have no way to search for that."
I don't understand why it would take 5-7 working days to look up the activity on the day(s) in question, and find the dispatcher/charter rep that installed cable at the residence address.
Oh, and prior to my disconnect, my cable was prematurely disconnected for 4 days because the company got my address/info mixed up with someone else. After this was resolved, they said the would send me a refund, to which they are now holding onto until this is resolved.
So, for the record & to sum up...
-I do not currently have the cable boxes.
-The new owner of my previous home does not have the cable boxes.
-They were returned to a Charter rep the day of the new owner's installation.
-Both the new owner and I have explained to Charter that the boxes were returned to them on several occasions when we were contacted.
This is absolutely, by far, some of the most unnecessary stress I have encountered with a company.
If you look at the form that you signed, you are 100% responsible for those boxes until they are in Charter's hands. If they never received them, which is a possibility, you are responsible for them.
online order / customer service malfunctions!
Charter Communications - www.charter.com
Attempted to order high-speed internet through charter.com, but was unable to do so. Called [protected] at noon Pacific Time and was transferred from sales (Sundown) to tech support (Jack). Tech support informed me that their site is malfunctioning, and that sales can help me place my order. Tech support transferred me to sales but I was placed on hold and then I was disconnected. At this point, it is 40 minutes after the start of my call. I called back and spoke to Bao in tech support and told him what happened. Tech support transferred me to sales (Cori), who informed me that the hi-speed internet rate I requested is an online-only promotional product. I asked who could help me order the promotion, and she reiterated that she could not help me. I decided not to order internet through Charter and politely ended the call. All Charter employees were very polite, but no one was able to help me, which leads me to believe there is a problem with Charter's overall system and not with their point-of-contact employees.
The complaint has been investigated and resolved to the customer’s satisfaction.
I upgraded to 20Mpbs on 12/8/09 and was billed an additional $25 but never received 20Mbps speeds. After 18 calls to technical support, several hours of troubleshooting, a new router, and confirmation from LinkSys that the modem was capable of 42.88Mbps speeds, Charter refused to credit me the month of service - or lacktherof. Instead Dean, from Billing, transferred me to a number that kept ringing and I could not leave a voicemail - their idea of customer service. I filed a complaint with the FCC.
I received a bill from Afnicollections for a total of 70.78. I do not owe this bill. at his has never been my address as they have me listed on pikeville ave. in Graysville, Tennessee. I do not know how they got my ssn. They have me listed on the letter as Brenda Thompson, that has never been my name ever. I am sick of their harassment. I refuse to pay for something I do not owe and especially at an address that does not belong to me. I have contacted them by phone and cannot get anywhere with them.
I called Charter communication to let them know I was moving to a new home. I called a 2 week ahead to schedule an installation. They told me everything would be fine. Two days later my internet service stopped working at the old address. I called then to find out what has happened they told me the was a problem with connection in that area. I called 2 days later again and they told me the same thing. After the fourth day still without internet I called them again asking them how long would the problems with the connections would last. This time they make me wait 15 minutes and told me to call to another number. I called the other number and found out the service was disconnected and if i wanted the service back I have to cancel the installation, while I was thinking about it and then they told me they could not do anything to get me back online because they unplugged the connection manually. I was so angry no one told me that to get a new installation schedule they have to remove the original connection immediately...
It would not be a big deal if it wasn't because I have Vonage VOIP so now I do not have internet or phone service. Why it took 3 phone calls to tell me this?
As I went to pay my bills today I was surprised at the amount on my Charter bill. It said that I had paid the bill from last month but yet at the end of the adjustments section I was charged $94.44 just in adjustments. There was no reasoning for this.
I got in touch with Charter and they said that my payment from the month before had not been processed. But I was never informed of this and probably never would have been if I contacted them.
If I had known this originally when I had tried paying my bill the first time I could have taken care of it. Now, however, I have to pay double what I was expecting to pay.
In this tough economy this is not the way to do business. I am lucky that I should be able to afford to pay the full amount, not everyone is that lucky though.
Also, I work in customer service for a small company. I realize that Charter is not a small company but if I had a customer whose payment did not go through and I did not contact that customer to get paid right away I probably wouldn't have my job anymore. I was hesitant to get Charter because I knew they were going bankrupt, now I think I know why.
Just thought I would add my two cents on Charter Communications. Worst. Customer. Service. Ever.
Was a subscriber for about 6 months, during which time I had several increases in my monthly fees. Every time I called, I would get a different explanation, often combined with a promise my rates would be lowered again. Of course, there was never any follow through, and if one calls to complain about that-then they will just give you the standard " I don't know who you talked to, but..." (this is a bald faced lie, as I have since learned every conversation is recorded!)
Nevertheless, the clincher was when I moved about five miles away. First they could only hook up internet because I had no note from my landlord. Could ya maybe tell me ahead you needed that? Two weeks later they returned to hook up only two of the four tv's I requested be hooked up-because they did "not have time" to do all of them.
Next I received a bill showing I owed nothing. Then I Received a bill a couple weeks later for TWO months, showing I owed 300 some dollars!
Of course I called, only to learn that they jacked up my bill by 30 dollars a month (a "transfer fee"). They charged me for two installations, even though my order was never completed. Oh, and have I mentioned yet, that all my movie channels (HBO, Showtime, etc) were also removed? The woman I talked to was a raging *** which did not help matters at all. I ended up shouting at her to cancel my service and hung up.
Now here is the kicker. I sent an email of complaints and request to cancel the same day-and they emailed back saying they do not accept emails. I then went to the recommended chat alternative-again, stating my complaints and request to cancel. That person kept mysteriously disconnecting and I got NOWHERE. FInally I sent my bill-paying for the servces I felt I had received (the internet was ok) and a hand written letter with all of my complaints (AGAIN) and a request to cancel. This was within a few day period.
Several months went by, and my cable was never shut off. I was not about to waste my time hounding them. Then I received a bill for 500 some dollars. Then they finally called me. At this point I told them I canceled months ago and would not pay another dime. I was told that in order to cancel I would have to do it by phone only, and would have had to transfer to someone else to cancel and that is why I was not cancelled, therefore they could not possibly remove any charges. Shortly thereafter I received a letter threatening to shut off my cable for non payment with notice of the shut off date. THat is what I wanted anyway-but they actually shut off my cable two weeks before the shut off date.
After a lot of back and forth through the Better Business Bureau, and plenty of phone calls where we were both yelling on the phone, a no show appointment ( you know the kind where they come between 8 am and 1 pm and you are supposed to just wait) and another bill for over 1000 dollars, they FINALLY came and got their equipment. At that time the tech offered me a "great deal" to keep my cable. hahaha
It was one of the more awful experiences of my life-truly-and not because I am super blessed. It was just that bad.
On 11-22-08 through 11-23-08 I made numerous calls about unsatisfactory service because of an extremely late technician. The service call was for 12 pm -5pm on 11-22-08 and was a transfer of services. After serveral calls for late service and several promises of credits ($20 x3 and $70), the technician arrived at my home after 9 pm. He appeared inept and continually left tools outside and did not seem to be knowledgeable of wiring in the home. The new service address was previously served by Charter Communications through Oct 2017, but the technician said all lines were "dead" and needed re-wiring for service. I felt as if he were "milking" Charter for his time and me as a customer for unnecessary service and wiring. Furthermore, for a routine connection, he had allotted a 3 hour time period for my connection (I was told this by a CSR), seemingly suspicious. This techinican left my home at 12:40 am and I still had two cable boxes that were not active. He said he would check on them after church on Sunday. Sunday afternoon he returned and called the problems in to have the boxes activated.
I made complaints and was said to have credits, which are surprisingly not appearing on my billing along with my complaint documentation. Additionaly. I have taken a survey and responded that my service was unsatisfactory. In my years with your company, I have NEVER been so disappointed and dismayed by the lack of professionalism and service. When calling the customer service line about his extreme tardiness, I was told that the only way I would know that he was not coming that night was if he didn't show up. VERY unprofessional! I would like a Manager to timely follow up concerning this matter.
My family and I have had Charter Internet and cable services for the passed 3 1/2 years. Between 7 to 9 months ago we started getting random disconnects of our internet, the outage could go from lasting a few minutes to a few hours. We started calling, and they started resending the signal and bam, we'd be up again...this might last a few days to a few weeks, and then we'd have more connectivity issues. Then we started having representitives come out to the house, at first they were only checking the dMB's and the lines in the house, then everything would be good for awhile, then we'd go down again. After the first 4 months, they started checking the lines outside, they found a few issues and would "resolve" these issues. then we'd be good for a little while longer. During this time I have been going to school online, and due to these intermitten connectivity issues I have lost papers, grades, and even failed a course because the 'net went down at the end of one of my final exams. I have talked to representitives and supervisors repeatedly, even talking to the Corporate Complaint people. Speaking of representitives, I thought it was great a month ago when I had to hang up on 2 of them, the first one refused to send me to a supervisor, as did the 2nd one...but on top of that, the 2nd one gave me a BUM phone number to Corporate Complaints. When I finally spoke to Corporate Complaints, they advised me a supervisor would be at my house the next day with a tech to finally resolve the issue, tech came...no supervisor. The techs, I thought, did a great job, found some wiring issues and "fixed" them. 3 days later it goes again, my wifes calls Charter, she gets told a supervisor will be out with a tech, again we get a tech and no supervisor. This tech finds even more wiring issues that the last set of techs failed to see, he "fixed" that and left...since that day, 3 days ago, I have gone down everyday, more than once a day, and for longer periods each time. When the hell is Charter going to get their heads out of thier collective ### and do something right for once?
Which one sucks less? I read reviews on u-verse but I haven't tried it. Charters' tech support that I have encountered are either rude, can't speak english or just plain STUPID regarding your account. I pay my bill & I am tired of dealing with rude or stupid or foreign employees that do not have a clue. When it comes to paying a bill, I have had competent people to talk to, but when it comes to tech support, I might as well get support from my dogs as they are smarter that your tech people that I have encountered.
Not only was I assured my promotional rate could be extended in my initial service activation conversation, but there was follow up call months later confirming this ability. When I called to extend my promotional rate, there was complete denial this option ever existed. Upgrades were needed. Furthermore, they deceitfully tried to drop off a rental box for the television without explaining the additional cost. Even the tech who was to drop off the box was upset at being continually cast as the culprit for scamming people.
They may not need me, but I sure believe those responsible will receive their due.
Contacted customer service regarding charge on my bill for a service call. service call was to replace faulty equipment and was told I would not be charged, but when called they said it was wire maintenance charge. I didn't have any wire maintenance done! only had a faulty cable box swapped out. That was first issue, which they did agree to remove charge. Second question was why I was still being charged for modem lease. First off, when I originally switched to charter I took part in a promotion that they told me offered me a free modem lease as long as I remained a customer. Over the course of the last 8 yrs they have repeatedly tried to re enter that charge. Finally I dedcided to just buy my own modem. however they continued to charge me. Now they say that because I took part in their 24 month price guarantee, I have to pay that modem charge going forward even though I don't have that equipment anymore! So not only have I been paying a modem lease for years even though I was told I would never have to do, I now have to pay a modem lease on a modem I don't have. Customer service agent was rather smug in pointing out that because I signed the contract it was too bad and nothing they could do. Asked for name, refused to give last name, asked for corporate number and that info was also refused. I was told I could find it online. Incredibly frustrated, and would like to stop paying for equipment I don't have and would also like to see a credit for all the months that I was told there would be no charge.
routine undeliverable email
My mother has Charter ISP service in College Place, WA. Approximately 25% of her email sent to the same valid addresses (mine, and my wife's) are returned 'undeliverable'; Charter is the only service that has a problem with our addresses... we receive approximately 500 emails per day from other agencies/services without any complaints that they have been returned to the sender. Charter, however, refuses to even acknowledge a problem; when my mother follows the directions on the returned emails: "if you believe you received this notification in error, please respond to [protected]@Charter.net", she gets no action, and the poor service continues. Charter has clearly become too large to respond to customer needs. I will be moving her to another service, and would recommend that those who have other options, do not use Charter for an ISP service.
I totally agree about dumping Charter! My problem differs some...I pay for high speed internet, but I can only get it early in the morning, or late at night.
I have talked to numerous "technicians", that tell me the problem is mine. It works fine as long as I don't use it during a heavy use time...How can that be my problem if they are just overloaded?
I wonder just how many people are really getting ripped off?
We need to be paying for "High Speed Internet Sometimes"
stay away from this company!
Time Warner Cable
www.timewarnercable.com
Road Runner
www.rr.com
Time Warner / AOL / Road Runner has the worst customer service I have ever encountered. I had my service physically unplugged by a tech in order to plug my neighbor in. Seven missed appointments and numerous called to customer service later and I am still without Internet. This is the second time this month. Customer service says that I can't talk to a supervisor that one will have to call me back, never happened. Dispatch does not call back either. If I had not paid for service in advance I would switch carriers. Stay away from this company, if you ever have problems you will get nothing but lies and empty promises.
The complaint has been investigated and resolved to the customer’s satisfaction.
Is this what we have to look forward to when large companies try to merge. Roadrunner email is costing me money. I have had to work on alternate ways to communicate with customers and vendors. If you need reliable service to run your business I suggest you find another provider.
twc and rr are very bias. They support the traitor obama and control comments that are against obama. I'm going back to dish to get away from these socialist ###s.
Brighthouse and RoadRunner need to start improving their services quickly or they will soon be shut out of the ballgame. New devices will allow fast internet connections via other services.
Our RoadRunner/Brighthouse Bradenton FL internet service has been slow, intermittent and unreliable. We have paid for premium service ( Lightning ) and get mediocre results. I cannot reach a service technician today. Have been put on hold for several minutes.
I will be actively looking for alternative services and happily broadcast the find to everyone.
Our Carlton Arms assigned service man installed our services a few years ago and we haven't seen him since. Prior to this time the only alternative for us was Verizon who are a terrible service.
Jaren Vitale
I had Time Warner service installed two days ago because Verizon's new software had smaller print on the television menu making it almost impossible for me to see. On Tuesday, I spoke to a very nice TW technician who helped me program the remote for my bedroom television and get closed captioning.(for a slight hearing deficit). On the following day, I called to get the living room television remote programmed and was on the phone for 45 minutes with someone who sounded as if he was reading from a script and not understanding or answering any of my questions. I could not access closed captioning and he told me it was the fault of my television. I told him I had Verizon up until the installation of Time Warner and everything worked perfectly including closed captioning. He told that Verizon had closed captioning on more stations that TW and that with TW I would only be able to get CC on channels 100 and above. I informed him that I had I had another TV on which the CC was working perfectly. I asked to speak to his supervisor and was informed that the supv would only tell me the same thing that he told me. I insisted on speaking to a supv and was put on hold for half an hour. Every once in awhile the music stopped for a second making me wonder if he was checking to see if I was still holding on. Subsequently, I called and asked for customer service and told the young woman how frustrated I was and if I could not get closed captioning I would have to cancel. Her response was I will set up the cancellation right now. Is this customer service, would Time Warner rather have me cancel service than try to correct a problem.
Subsequently, I discovered that the installer who came in truck with Midtown Collision printed on it had disconnected my printer and my DVD player.
My experience with Time Warner has caused two of my relatives to cancel their orders to switch to Time Warner service. I certainly wish that I had read these complaints before I switched.
tw is like all big companys; they worry more about the people they don't have than taking care of the long time people they still have! they have no remorst for people on fixed incume! i hate paying for 90% of juck channels and 5 minute commercials every 10 minutes! they are all time offering 89.95 service and now it is 140.00! just waiting for a better way to enjoy retirement!
dear road runner i have a problem like 200 yds down the have road runner but sence i stay at a intersection with no neighbors i gess they dident run it down 200 more yds i need roadrunner for x box live and ive gone like 3 yrs with out it before we moved to this location we were satisfide customers i dont klnow the best way to put in a potiton to get em to l ay the line this is a big problem for me like only 2 houses or 3 dont get it what do i need to do plz reply
Have had Time Warnere Cable in my area since they took over Adephia a few years ago. Not only have they raised my rates this year (I have ISP service only) but I get slower connections and since last October many blackout and down problems in my area. When ever I call the phone number on my Time Warner bill. their is no one to speak too and it forwards me to Road Runner which I get the same response from every time generally some idiot that dose not know what is going on and that they have a blackout somewhere.
I can honestly say that Road Runner is about the worst service I have ever had and I am desperately looking to dump them and Time Warner Cable.
MY advise is... Stay away from them if you can.
i have had R.R. for about 5 mos and i still cant get anyonr to fix my problems.[i have a fewA] one tells you this and the other one something else. they hang up on you and keep putting you to some one else. i wish we had some competition, i" d drop time warneer in a heartbeat.
JUST GOT NEW COMPUTER ROADRUNNER PROVIDER HAVE ERROR PRObLEM IN EMAIL WHAT TO CHARGE 120.00 TO CORRECT .NEW SERVICE THAT THEY DONT STAND BY AFTER HOOKUP WHY NO NOTIFICATION PREVIOUS TO HOOKING UP IF PROBLEM WOULD ARISE A COST WOULD BE APPLYED SIMPLE FIX ON THERE PART
poor service!
Our cable has been on and off for about 2 weeks now. Can't watch the TV. I have tried to call almost everyday - usually the phone cuts out before I ever get to talk to anyone. Today may be my lucky day - I have been on hold for about a 1/2 hour and not cut off yet. Are there this many customers having issues? Their bill boasts of 24 hour customer service ! But no one ever answers the phone!
I have also emailed them multiple times - no response. Maybe their company doesn't know how to use email - oh, wait - I remember I used to have their Road Runner Internet service - well that never worked either. That's probably why they don't email back - it's not working. Get a DSL connection - it never goes out! Not like Road Runner - which always went out, you couldn't get through to support and then they couldn't fix it after you made an appt and missed work 3 weeks later.
It is starting to look like I am going to be driving into the cable office in the morning since no one is answering the phone. What I don't understand is how they are allowed to get away with this kind of service to their customers!
That is because online promotions are for online purchases, and not purchases made by calling telesales and arguing about some price you saw somewhere else. If you see a good deal online, buy it online. It's not brain surgery. Do you see a good deal in one store, waste a sales rep's time at that store and then not purchase it, then go to Wal-Mart later and waste someone else's time demanding the other rep's rate? I'm sure you do.
Time Warner Cable Customer Service Representatives claim not being aware of Internet deals offered by the company!. I got a a HD, TV channels and 3 receivers, PLUS RR Internet services for one year for:$84.90;
on:01/09/09. This deal remains on line to this date, Despite that fact, TWC Representative claims not knowing of such an offer!. Hence I received this month statement for:$196.17!. So my bill went up instead of
going significantly down. Prior to this offer my bill averaged:$150.00; It is truly a sham when the company representatives are unaware of the companies offers particularly such offers had been on line for a minimum of
a month; I also had to purchase the Motorola Modem thru them from a third party dealer"Fee Modem after rebate", The Technician came a day later than the appointment, was not able to install the modem, claiming that it was malfunctioning!; Asked us personally to change it from TWC office and self install it!.
Which I did and despite all those unfortunate mishapps the "NEW MODEM" is not properly functioning, since it does not cover the entire house all the time, when the Internet signal is lost many times during the day.What is ridiculous as well is despite sending the company several facsimiles documenting and explaining all of the above and more I have not received any reply or explanations from TWC Company, nor an adjustment to my billing !. This company will eventually lot of business soon because the competition is on my door almost everyday.Amr ElMahdy, Account #:[protected].
This is the worst cable company ever they can not conect service no matter what. This is really a shame. Worst of it all they do not have supervisors and they claim they do. I am not sure I can call this a company if they can put me through soo much. Today I requested my 4th supervisor call after waiting a week. I think I need to give up. I will never have cable that I originally scheduled to get greater than 2 wees ago. This cable company does not exist at all.
Here is the text of my online chat with Time Warner
Mark: Hello my name is Mark I will be assisting you today. What may I help you with?
Joe Moran: I am an existing customer just trying to transfer service. Install has missed 2 appointments. the first one was scheduled on the 31st from 4-6. I planned my day around it, as i am in the middle of a move. by the time i finally talked to someone, it was rescheduled for the 1st between 2-4. Again, no one showed up. I even gave my cell number (twice) and never heard from anyone. Needless to say, i had no cable service for 4 days. I am thoroughly disappointed in the lack of customer service at Time Warner. My transfer of service has been re-scheduled for today between 10-12. I am thinking about not being there and switching to DirectTV. I would like this issue addressed! The $20 off my bill that was offered is not enough! Thanks
Mark: Do you have your account number handy? If not may I have the phone number on your account please?
Joe Moran: [protected]
Mark: Just a moment please while I open your account
Joe Moran: No problem
Joe Moran: The new address is 54 Prescott, Hudson, OH 44236
Mark: Thanks I found it.
Mark: I do apologize for the two missed appointments. I am showing the technician is active in your area. I would like to extend you an additional $40 credit for the troubles this has caused
Joe Moran: Thank you for the offer, i know that it was not personally your fault. The credit is fine and i appreciate the apology. I will continue with Time Warner, but i hope things will get better. If the appointment is missed, I will cancel. Thank you for your help
Mark: You are very welcome! Is there anything else I can help you with today?
Joe Moran: No, this is much easier than calling.
Mark: Great we are glad to bring you new ways of communication with Time Warner hope you have a great day!
Joe Moran: You to.
Mark: Analyst has closed chat and left the room
Guess what, they made the appt., but did not have the right boxes and never returned. This company is the worst
unable to retrieve my credit refund
I had service with Time Warner From Jan. 07 to May 07. On May 27th I requested Time Warner to terminate our service. In June of 07 I received a statement showing a credit of 82.58, after which I called Time Warner customer service to close my account and requested a refund of my posted credit to be mailed to my current address. Now it's been four months later and after countless attempts in speaking with a number of account reps and supervisors I have yet to receive any refund of my credit. In addition, each time I called I was placed on hold for an average of 30 minutes and sometimes longer to where I just hung up and tried again later. When I did speak to a supervisor, they informed me that a check will be issued to me in a couple of weeks to my current address, but instead all I ever got was another copy of my statement with my current credit status of $82.58. It has been my opinion that Time Warner has either deliberately ignored my request or just chose to pacify me with no intentions of taking any action to follow through with my request.
I just had a 1/2 hr conversation with a Time Warner "Customer Service" rep asking why they did not show for our scheduled installation appt. After being talked to like I was 5 years old, and being told that there was no record of my appt., I asked 18 times to speak to a supervisor, which the rep refused to transfer me. He told me that "I deal with him or nobody." He told me that I was unreasonable for being upset and how could I treat people that way, that that was no way to go through life...Meanwhile telling me that my Aug. 21 appt would be rescheduled to October 19. I am NEVER paying TWC another dime.
complete and total screw-up!
I have tried and tried and tried to get this straightened out, but no one seems to be able to do a thing so I am asking anyone for help. I will try to make this to the point as possible, but it is a long and drawn story; at the end of the day all I want is my old phone number as promised.
Basics:
Phone Number: [protected]
Service provider: Time Warner is the old service provider
Issue: I want the phone number ported as promised
In March I started truing to have my phone number of [protected] ported over to a cell phone. I would have had the number transferred, but Time Warner told me it was not possible, but they said I could have the number ported to a cell phone and they would not disconnect the service until the port was complete because the port would cause an automatic disconnect. I called Verizon and put in a port order, now keep in mind I already have 3 phones with Verizon. A week later when I had heard nothing I called back and the person told me the port had not gone through, but they did not know where to contact me; HELLO! They had 3 valid in service phone numbers with Verizon in which to contact me. The person at Verizon said that the reason my port had not worked is because there verification did not go through; asking what was verified in the port I then went back to Time Warner to see what was wrong. At this point in the saga I find out that Time Warner has had my social wrong for 7 years! They have upgraded my service and taken my money for 7 years with me verifying the last wrong numbers on file and now that I am leaving and they need written proof brought in person to their office to change my social. Let me mention that t this point I have already spent at least 10 hours on the phone just trying to accomplish this, at least 9 hours of on hold; of the 9 hours on hold 8.5 were with Time Warner. I bust my gut to get the new social to them and I am again assured the number will not be disconnected until the port is complete because Time Warner knows they have caused me serious inconvenience. Well, needless to say Time Warner does not disconnect my Cable and Internet service when order, but for darn sure manages to disconnect the phone line when they told me they absolutely would not before the port was completed. I find out about two weeks later after racking up another 20 hours on the phone between companies, again 90% of it on hold with Time Warner that a very simple solution would have been to install a second phone line at my old residence to allow the port to go through, but now that the number is disconnected nothing can be done.
This starts the adventure of trying to figure who owns the number, which at this point an another 25 or so hours on the phone no one can tell me, but Sprint was happy to charge me a $125 deposit for the privilege looking to see if the number is owned by them and yes I do have the bill for you too see. If they can actually get me my number back I would happily pay double, but darn if I trust anyone to give me money back when they want it to just check to see if they might be able to help me. I am at my wits end; I would have even settled for a message directing callers to my new number, but Time Warner does not even offer that service
Secondary to the above Time Warner at least owes me for the week they charged me for my cable and internet and really should compensate me for all of my lost time due to their complete and total screw-up.
I can be reached at [protected] anytime; the e-mail is mth105 AT hotmail.com
Thanks,
Mary
Hello!
Don't worry I just bought 2 web-site screwtimewarner.com
and screwtimewarnercable.com
I will have it up and running within the next couple days. My launch date for the whole site will be on Sept 25, 2008. I'm going to have a complete web-site for forums for members to make complaints and we will see if time warner cares at all, but I really think the don't care nothing about only making money. Its time to stop the monoply.
Take Care,
Gregg
fraud and cheating!
I received a bill about this before maybe 2yrs.ago.I don't even know anything about this bill. I wasn't even old enough to get cable t.v. right now i am 18 yrs.old. I mean their must be some kind of mistake,because you can't get cable unless you're 18 or older. A couple yrs. ago I did lose my wallet with my i.d. and social security card in it. I am not aware of this and I am tired of getting billed for it.
I used to work for Charter as a third party cable repair tech in a call center. When you sign up for service, you need a social, most agents didn't check to see the rating and there's no way to check to see if the owner of the social is 18 years or older. I have come accross a few accounts like this. You will need to fill out a fraud report, call Charter and speak to the retention department. They should be able to give you some info on the account. I would also contact whoever you need to fill out a fraud report with.
well i just got a late bill when i am all paid up to date...
Charter is going to lose a customer...
i now have to send them proof that i paid by sending them a copy of my statments, , yeah...
what a bunch of bull my back hurts, and so does my arm..
i am so upset, the lady from india, told me that my bill was up to date when my service went down... i thought they cut me off, but it was just them..
when i got my service back up, , they were going to give me a free mounth, , and they forgot all about that, , anyway, , i paid, double, now they say im late again, , which i am not i have proof, , it turns out if you pay a head of time or in the same mounth they cant figure it out (when its not from the same card) they are really makeing me mad.. i wonder if someing from Fios works their, , or if the people from india have it out for them.? wish i could be happy ...
this all started when they stoped excpting my amx, and changed billing # for charter payees, i hope they fix the probem... im tired of this...
I have enough pob lems, takeing care of my family, pops has cancer.. and i work all the time.. man... what a joke Thankx Charter...
One correction ~ "That's nearly $500 per year!" $40 per month for 12 months = $480 SAVINGS just to clear that up.
Just a few weeks ago - April 20th, 2010 - agreed to a contract with Charter Communications to lower my internet bill to $30 per month from $45 dollars per month for 10 mps service.
#1 = checking my connection speed I never achieved even 3 mps.
#2 = That same week my internet (but not TV) was GONE completely from 2-3pm until 10-11pm EVERY DAY
#3 = Customer service - sorry Mr Norton we cannot come out unless your neighbors have the same issue... We can come out in 5 days. I rely on my internet for more than YouTube it is the only way I can work! My Neighbor on the left of me has TVC - You guessed it no loss of service! The Neighbor to the right has Michigan Online - again theirs was completely unaffected. Mysteriously and VERY predictably the internet was fine right around 11:00pm!
#4 = No way to get a hold of an English speaking person unless you get lucky and have called 3 or 4 times. India people God bless them should be on the phone last - seriously frustrating since they seem to understand me as well as I understand them - no offense but maybe a speaking job should not go to people who sound like broken 1960's sci-fi robots!
#5 = I went to TVC in Michigan here and set up a date to go with them. Called Charter and asked where do I send their modem - which by the way for the first three years was $3 per month and is now $6 per month! Shouldn't I own this thing now! Shame on me! TVC sold me a brand new Motorola modem for $60! How nice man no going to best buy wondering which one will work best with their service and they did not try to make money off me! Like them already. Over the last 8 years I paid Charter almost $500 to use their modem - Shame on me :(
Funny after calling to cancel - I now have internet ! LOLOLOLOLHAHAHAHAHA it is 6:00pm - this is definitely a joke, right?! Seriously 30 minutes later, now I am writing this.
Was Charter shorting me after having me sign a contract on purpose? The lady I spoke with very MEAN lady WOOO! DOGGY! (LOL MORANS!) said did you ask for a tech to come out blah blah blah! Yes Mam. Well you have a $75 termination fee - I never had internet! So they get their money for nothing one way or another. I am going to fight this and put a call into BBB and ask them if this kind of garbage is common or not. If it is common I will be hiring a lawyer. I have so much BUSINESS messed up over this now. Vonage and Skype have been down unable to connect with clients and order parts I need and so on. From the same junction box in my neighbors yard out of the whole block I am the last sucker to be putting up with Charter and NOT having internet AMAZING! I thought everyone was dealing with this!. Dumping Charter cable too - Thank God Charter Commercials are beyond incoherent and I am sick of seeing these dummies act so messed up. Bundle me? $109.99 per month! Get cable from TVC they stand behind 5 mps for $40 per month, get Direct TV got $25 and Skype for $3! That's less than $70 - That's nearly $500 per year! Anyway I am so gleeful I am annoying! Thank You neighbors for letting me know of TVC. I was told Charter was the only one that serviced this area! Will have internet for "REALLY" this time! After 8 years of this! Later Charter losers!
Charter Cable is the biggest corrupt corporate fraud that ever existed. Even those stinking republican halliburton doesn't compare to this ###. On every single bill they manage to increase the charges for no reason.
Stealing is just, a company policy. No matter how many times you call them, they just continue stealing. Here is the number to the corporate office in Missouri 314 965 o555. Call them to address your concerns, as if they give f**ck.
Switched to Charter Cable 2 years ago from Direct TV okay cable but terrible customer service! From the beginning it started poorly with the onsight hook up first day appointment No one came at all-no one called. two days later we had service. Fast forward to April 4th when I decided to have all the services bundled. Have had the appointment for a week took off friday (today for a scheduled 1-3:00 appointment. Unbelievably no one came over or called. I called several times passed around by customer service (oxymoron term). at 6:30 pm found out the technician said no one was Home! It was such a lie as I had been in the front yard power washing my front driveway and sidewalk. If I had not already cancelled my phone service I would not go with them. If you have Direct TV stick with it it is cheaper and I still may go back toit if this is not resolved. Awful company and I am sorry I have to deal with them at all if you dont have to read all these comments DON'T!
language barrier / billing problems
On 7/2/07 I called charters billing department to make a 62.12 payment. From the beginning of the conversation it was a language barrier which caused me to repeat my checking account info a total of 15 times because she could not understand me. Then finally when the transaction went through I aske for my remaining balance was and was told an alarming 175.62 figure which was alarming to me so I asked for a break down. To make a long story short the agent asked me to repeat my banking info once again and I thought it was her double checking her self for accuracy and come to find out she put through another payment for 175.62 when I simply asked for a breakdown. I asked to speak with a supervisor and when she came on the phone it went from bad to worst. When I asked her to reverse the payment because her agent was incorrect in processing the payment in so many words she told me to deal with it. When I reminded her that this conversation was being recorded she suddenly got a case of the niceness and offered a 20.00 credit for what my bank was going to charge me for the stop payment of the illegal transaction. Charter communications has been around for years and I would hate to think just becuase they would like to save a few dollars by moving their call centers to countries that will work for cheaper wages would sacrifice their reputation and professionalism. I was very disappointed with the ignorance, lack of communication skills and ability for these agents that live in a different countries ability to serve the customers of the united states. I know first hand about language barriers due to the fact I am a naturalized citizen myself, but I took the time and responsibility as a contributing citizen of this country to learn the primary tongue in order to function effectivley and efficiently.
i recieved a automated call trying to sell me a DISH NETWORK in my area. i proceded to press the key connecting me with a live person...here it goes BRIAN kfrom colorado answers, i asked him to take me off the calling list...being i am a single mother of 3 and putting 2 through college at A&M in college station texas. no problem for BRYON in COLORADO laughs and need a reason why. it is none of your conern i say, lol oh but i need to know why he says. intruding on my privacy i come to the conclusion I WILL NEVER GET SATILITE DISH and will inform my parents and all the friend i know to DICONECT. learn a little class and respect you as an emplyer hire these disrespecful ###s. get a clue we are from a small town in texas from a very large rancing family, this smart ### brian has made my mind up and now will others. DO NOT USE THIS NETWORK. hope you get your act together. kim
What you're saying it's not completely true. It is true that tey try to reduce cost by using the outsoursing services...but, not all the agents are not educated or not willing to help.
Usually the issue is that us (yes, i do work for charter, I'm overseas on Panamá) the agents, have to handle aprox. 60 customers per day, and... a 95% of these customers are angry... imagine a work where your boss, the bossess of your boss, all the customers and some other pseudo bosses will be pushing you... it's not that easy as the customer thinks.
Most of the time, we, the agents are explaining things in a comprehensive way for the customer...then, what happens? Mr./Ms. Customer doesn't want to understand what you're saying...Why?...because Mr./Ms. Customer wants to have the all tier package + 10 megs of high speed internet + phone service and just pay like 10.00$...and simply will not take as a valid explanation that the regular price of a package like that will be like 155.00$
Another funny fact here...sometimes (yes not always...but it happens) customers doesn't even know how to speak whith their own language... and we as people with english as a foreign language, have to correct them.
Now, don't take it in the wrong way, i'm perfectly aware that we, agents overseas, usually won't have the most crystal clear accent, most of the people on United States hate us...but at least, some of us try to help. Honestly, if you generalize lot of people that just want to do their job will be included in there... and I don't think it's fair.
worst customer service ever!
Speaking as an it professional with close to 13 years of extensive experience in a wide spectrum of the industry, from hardware/software service, to system administration, network administration, web development, and have focused for a number of years on IT security. I had road runner broadband service installed in my residence in the middle of april 2007...
Read full review of Spectrum.com and 13 commentsIntermittent connection
We have experienced ongoing intermittent cable connection with Charter Cable. The connection would be fine for a few hours and then go out for just a few minutes to several hours.
Our first experience with this issue was in January. Charter gave us the standard reply to recycle our modem to "fix" the problem which did not fix the problem. The second suggestion was that the issue was not with Charter but with our router. We disconnected the router and had the same intermittent connection with one pc directly connected to the modem. Then Charter replaced our modem rather than sending anyone to troubleshoot the real problem. The new modem did not fix the problem. Charter finally sent a tech. The connection was good when the tech arrived so he replaced the modem. The connection failed that same evening. Charter sent another tech who configured the cable wires outside the house.
We experienced issues from January until mid-April before Charter sent anyone to help us. There is no other cable internet provider in my area.
A secondary complaint is that each time I called to resolve this issue, the tech would pitch the upgrade to my high speed internet. These techs did not hesitate when questioned on why I would seek an upgrade because they can not fix the problem with my cable connection. The techs always stated that I could try it out and if that resolved my issues I could keep the service at the higher speed price of course.
The last is speculation. I think Charter is aware of the intermittent connection issues their customers experience with the 3M high speed on busy nodes. Either they can not make the 3M work correctly on a busy node or it is too expensive to make it work. Rather than admit to offering a broken service to customers they manipulate the customer into voluntarily upgrading to the functioning service at the higher price. An ethical company would bump the customers up for the price they currently pay and stop offering a broken service. People do not need to pay %50 a month for a service that works only a few hours out of each day.
We have same issue as well, though we have the 5m service from the start. We have had ongoing intermittent problem since we moved into this home in Oct, still going on now in May. Unfortunately, we have no other provider and we need the internet to work from home. They have sent a ton of techs over, we've had one good one lately, they've replaced lines under the driveway from the pole to the house, lines under the house, etc. but feel we are hitting a dead end now, supposedly a lineman is going to look at the problem, but we never get any feedback and it just keeps going down. Just have to keep calling every time it is down, but not sure what else to do at this point. We are stuck with having to have a high speed internet provider and they are the only ones.
Charter's connection keeps failing over here. Strangely enough, after calling them, the problem mysteriously goes away. They'll send a tech over to replace my modem.
I have been experiencing the same problems and I totally agree with this complaint. Fortunately I have another provider in my area and I am planning to switch to it.
phone number blocked from charter system
It took Charter more than 2 weeks of home service calls about poor picture quality to determine that the problem was a line feeding into the neighborhood. Their estimates for resolving the problem varied from 2 days to 2 weeks. When I spoke with a supervisor he said he was not sure that a work order for the problem had even been submitted. When I told him this was unacceptable service, he hung up on me and blocked my phone number out of Charter's customer repair division. The company subsequently has informed me that Charter is unable to block out individual phone numbers. Cingular wireless however ran a diagnostic on my line and verified that Charter was indeed blocking my number. All of the above clearly indicates that within the Charter organization, the left hand does not know what the right is doing.
I am totally disgusted with Charter Communications. My father has been a Charter customer for a number of years, mainly because there was not another cable company in that area so we had no choice. In the past couple of years, his cable service has been interrupted at least once, sometimes twice a month for a period of no less than 1-2 days. When we call to complain, we are told that it may take sometimes up to a week to get this service restored! Yet, we still get billed for the entire month unless you go through the hassle of arguing with a representative. Just today, I spoke with an agent and supervisor at Charter that it may take up to 10 days to get my dad's cable restored after it got disrupted again yesterday because they have to have a bucket truck come out and work on the line pole near the house. I can hardly believe with the technology that is out here today that Charter is still operating using antiquated methods when dealing with consumers. I am getting ready to have this service disconnected and go with another company.
billing extortion
I am having a problem with Charter Communications here in Fallon, and I think they are doing something of dubious legality. Since I only subscribe to their Internet service, not their TV service (I have DirecTV) they have chosen to penalize me to the tune of $10 per month for what they are calling "HSD without video." I should note that I have had their “HSD without video” service since the day Charter moved here to Fallon, but I have never been charged for it, nor even heard the term before this month’s bill.
Now, if any other company tried to extort me into selecting more of their services, I would go to a competitor in a heartbeat, but since Charter has the cable monopoly for this area, my only recourse is to pay up and shut up, or buy other services from them.
online payment is a rip-off!
I have been using Time Warner Cable's PayExpress service to pay my cable bill online. I thought it was an electronic method of payment, but a recent payment was "lost" by Time Warner employees because they manually enter the payments submitted online. They incorrectly entered my checking account number so that the electronic check was not found, so they...
Read full review of Spectrum.com and 105 commentsSpectrum.com Reviews 0
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This is to inform you that there is a serious problem with RoadRunner's proposed "broadband pricing based on usage" that I hope you will be able to have someone of authority check out and verify. I believe this will have severe unexpected consequences for users of Time Warner RoadRunner Internet services.
Previous to this time I was a subscriber to Frontier DSL High Speed Internet Service. I switched over to RoadRunner approximately 2 years ago and up until now, have been very happy with their High Speed (10MB) Internet service. Having been a Frontier DSL customer previously, I know that what I am about to explain does not occur with their service, as I have also monitored my Ethernet adapter at the time I had DSL and their modem does not cause these constant connections.
The Application I am using now and in the past to monitor this is called AIDA32. It is Freeware and is available for anyone at a number of places just by typing in "AIDA32+freeware" in a Google or other search engine, though I would suggest either here
http://www.softpedia.com/get/System/System-Info/AIDA.shtml
or here
http://download.cnet.com/AIDA32/3000-2094_4-10129233.html.
This is an older system information application that is easy to install/uninstall and use, with no spyware or adware or viruses of any kind, and works on all Windows editions (except the 64 bit).
I mention this application as I doubt that whatever “gauge” Time Warner comes up with to measure broadband usage will take into account the following...
This is to let you know that anyone with RoadRunner broadband is using a minimum of 1.3 Gigabytes a month (this is based on only having one computer on 5 hours a day) just by being connected to a Time Warner RoadRunner Modem. You do not have to even open a web browser to achieve this! All that is needed is to turn on your PC or Laptop.
The cause of this is the constant connection between RoadRunner's modem and DHCP server and the network card in every PC. This connection uses an astounding 9MB per hour all by itself!
Here are the figures for a single computer, any version of Windows, with NO network and NO wireless connectivity. (the numbers are much higher if you have either or both, and multiplied by the number of computers connected)
9 MB per hour @ 5 hrs per day = 45 MB per day. 45 MB per day X 30 days = 1350 MB per month. There are 1024 MB in a Gigabyte thus 1350 MB divided by 1024MB = 1.3 Gigabytes per month usage WITHOUT ever opening a browser!
Remember, this is a low estimate, as a majority of people ARE connected to a home network either by a cable or wireless.
Any person can easily run the above application on as many computers as they have at the same time, and verify this for themselves. Just remember not to go on the Internet for a period of 1 hr so you can get an accurate amount of Bytes Received from this application.
All you need to do in the AIDA32 application is open "Network" then click on "Windows Network" and watch the "Bytes Received" counter do it's thing.
Advanced users can use a "packet sniffer" to verify this.
I consider this a grave deception by Time Warner, as most people (almost all) have no understanding of the way a computer internet connection works, and will just pay the extra money or upgrade to a tier that supports their usage according to what Time Warner tells them they are using. The statement from Time Warner that this should not affect most users of their broadband service may be true, if you do nothing but check your email, but the “devil is in the details” is the appropriate phrase I think belongs here, and so far, the “details” have been hidden.
Latency is terrible and speeds do not hit what the service is rated for. This has been happening for too long and is becoming very frustrating.
Now I know why I'm having so many problems getting my router working.
I'm getting really sick of TW's garbage service and support.
I can't wait for FIOS to be available in my neighborhood.
I hate Time Warner. They are a bunch of crooks. We cancelled our service with them a year and a half ago for home security. A month ago they started sending us bills for current charges. I'm going to forward these bill on to the NC States Attorney General Office along with a complaint.