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Charter Communications Still Sucks

Reason #535,319

Charter, here's why you still suck! TMB spent 1.5 hours on the phone with Charter last night trying to get his 10mb internet service, after multiple speed tests The Mad Blogger was only getting 3mb service, which means 256k upload. After 1.5 hours on hold the Charter Tech suggested reseting the Cable modem. TMB said alright, and hoped that would fix the issue. No such luck last night, but TMB was not about to wait on hold anymore. Tonight TMB tries to reset the modem again, leaving it unplugged for 2-3 minutes.

When it's all plugged back in we're still in the same place, 3mb service. After another 20 minutes on hold the Technician picks up and tells The Mad Blogger that if you've already tried reseting it he won't be able to help. TMB asks him to reprovision the modem, and sure enough, TMB runs a speed test and boom, we're at 10mb again.

Charter, The Mad Blogger will be sending you a bill for my time spent assisting your technicians with fixing the problem with your equipment.

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Published Friday, January 26, 2007 2:23 AM by TheMadBlogger
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I've had 156 service calls to charter in 4 years. I've caught Marissa Wilcox (supervisor for charter escalation) in 4 lies. I have not had more than 20 days of uninterrupted service. Charter is charging me for service calls and refusing to credit my bill for errors. Marissa closed my complaint with the Better Business Bureau because she said she "Didn't want the extra paperwork". I reopened the case and the Better Business Bureau said Charter was being uncooperative. I've writtend the board of directors 8 certified letters. I did not receive a response from any of them. Charter Corporate office froze my account (after my letters were sent) and told the billing office not to credit my bills...even if they were incorrect. Marissa Wilcox will not give me another contact other than herself and she has not returned my last 16 phone calls. I've filed complaints with the Attorney General's office in 3 states. I've filed with the Public Service Commission in 2 states. I've spoken to our local State Representative who agrees "Charter is a disgrace". He told Charter's lobbyist they would never get anything from our legislature again. However, our State Rep says we must go through our city council members to ensure the cities do not reinstate the Charter contracts. This company is the most fraudulent company I've ever encountered. Their tech support told me I should be happy that my internet worked 82% of the time last month. Doesn't their advertisment say "Fast, Reliable 24/7?" This company is corrupt from the top to bottom. The fact is...they do not care. Their employees will laugh in your face because we are forced to do business with such disgusting lying thieves.
April 3, 2007 10:22 PM

Mad mamma sick of them said:

You are right - Charter sucks, they are charging me for X rated movies every day. I call and call, and had my boxes frozen, yet I am still getting charged. And, someone is paying the bills too.....not my credit card yet they still think the billing is not messed up. It's just a big building in Denver packed full of a bunch of idiots. They said they would have their cash management department call me back in 3 days. It's been 3 weeks, I finally got a bill after 3 months and no callback. I called them today again because my bill was wrong (shocking), the supervisor said I would have to call back tomorrow. I asked: "Do you feel like you are giving top notch customer service?" She replied: "Yes, I do." I then asked: "Do you feel like you have done everything you can for me?" again, "yes".....POS's - I am soooo done with them, they are so stupid. I wonder if their supervisors make more than 30K a year. I highly doubt it. My dog has better manners and would work for a $1 rawhide.
July 16, 2007 10:30 PM

Charter info said:

Hey - I dealt with Marissa as well, I have her boss's contact information if you would like - Michael Henry - 1-864-254-7465. One thing you can do is work with your local BBB to have them expelled (which is a pretty bad thing). Also contact your local franchise board / state cable authority. Also let me know your lawyers info - I am considering talking to lawyers to start a class action lawsuit, I have lost so much time sitting on hold with technical no support and being lied to blatantly. Another person you can talk to is Lois Martin out of corporate who is very friendly and will try to help you out as you can. Also keep track of your time spent - you can send them to small claims and from what I've read they will settle out of court - go to your state's secretary of state and see their registered agent. They are in big trouble financially (19 Bln in debt) so I'm very surprised they don't care about customers.
August 3, 2007 6:00 PM

Andrew said:

I signed up for internet service with Charter in June 2007. It's now August 2007 and I still don't have service due to system maintenance, "upgrades," outages, and faulty modems. It took me over and hour and three phone calls this evening to cancel my business with Charter. They've been nothing but a headache with a horrendus phone support system and "customer service" agents who read from a script and do not listen at all to what the problems actually are. I will never, EVER go back to Charter and I will forever denounce them to anyone who even brings up the subject of internet service providers!
August 18, 2007 12:01 AM

Cable Hater said:

Charter Communications definitely blows. There is a new website created by industry insiders, that lets Employees and Customer's Rant and Rave about their cable companies.
August 20, 2007 6:34 PM

Upset Charter Customer said:

I have been a Charter subscriber for about 15 years. The one thing that I can tell you is this, their customer service flat out sucks. I too have been lied to by them. I recently canceled my cable tv subscription with them and transfered to Dish Network. I was a "premium" subscriber, basically my subscription included all premium channels as well as high speed internet, the 10 megs. The primary reason I switched my subscription was because their high def channel's sucked. They offer about 10 channels in hd. Dish in my area offers 81. Plus they are $20 less per month. Well when I canceled my service, one of the CSR's in the Philippines (I hate those folks there, they flat out suck) told me that my high speed internet would increase to $59.99 per month. Well to make a long story short she lied to me. My high speed internet increased to $79.99 per month. Charter claims they cannot do anything for me. So as of today I have ordered DSL through Verizon and as soon as that is delivered and plugged in I will be canceling my high speed internet service.
August 26, 2007 5:02 PM

Nell Francis said:

I came across this website while looking for ways to contact those at Charter Communications who might actually help me. I have had the full range of services from Charter for the past two years following a horrendous experience with Verizon's phone service (losing service for multiple days at a time, etc.) Charter's phone service was fine until about 2 months ago when I began to get a lot of static and dropped calls. I had the techs out here 5 times but they failed to fix the problem. After learning that Verizon had strung fiberoptic cable on my street, I decided to give them another try. They failed to show up on the installation day with no explanation. The next morning, I discovered Charter had disconnected me assuming the Verizon install had happened. I had a terrible time trying to get through to Verizon and, in disgust, told them to forget about the install. That was the beginning of my telecommunications nightmare. I haven't had phone service now for a week-many calls to Verizon and Charter have resulted in nothing but frustration-each claiming that the other has not "ported" my phone number back to the other. Yesterday, I was told that the number had been ported back to Charter last week but Charter claims they don't have it. One rep actuallly told me that I couldn't be reconnected because I had no dial tone. Remember, Charter had disconnected me so not a big surprise that I have no dial tone. Yesterday they promised I would have my phone connected by 4:30 this afternoon. Basically, all they have to do is flip a switch but no phone as of this writing at 7:15 pm. I have spent hours in parking lots a mile from my house since I get no cell phone reception here trying to make sense of this to various supervisors who have promised to leave extensive notes on my case but the next one contacted has no clue as to what is going on. This is truly a sad state of affairs-our so called service economy provides lousy service. I will try a few phone numbers I came across on line but they all seem to be reading from the same script.
August 29, 2007 7:18 PM

virginia rojas said:

we need internet
November 28, 2007 8:31 PM

virginia rojas said:

we need internet
November 28, 2007 8:31 PM

mb_ab said:

I am getting a GREAT deal from Charter. For the low price of $0 per month, I am getting the same amount of service that I was getting when I paid $45 per month! Also, I don't have to spend any time on the phone talking to customer service about why I am not getting any service! This is the best deal EVER. You should get this, too.
January 15, 2008 10:48 AM

Jason said:

I was recently blessed with Charter because I moved to a city where they are the only game in town. When looking at houses, I wondered why there were so many satellite dishes if digital cable was available. Now I know. My cable modem's connection is horribly unstable. How can I timeout trying to ping my own default gateway? My phone has static on the other end that makes conversation impossible. Thank goodness AT&T just laid fiber in my neighborhood. I'm switching. And, yes, I know some of the ridiculous things AT&T does, too. I'm hoping that, since they are a gigantic company that is doing okay that they provide the same level of service I used to get from Time Warner before I moved.
January 28, 2008 12:17 PM

Sensible said:

You guys have no life. You get off on giving the customer service people problems because no one you see in person would take you seriously anyways. Get a life.
February 29, 2008 11:39 PM

Wood said:

Charters off shore customer service stinks. Our cable/HD failed in Feb 2008. When calling to report the problem I experienced long delays, multiple transfers and repeating the same information over and over. Most of the time the calls lasted at least an hour even after asking for a supervisor. After repeated attempts they finally agreed to send a repair person out. The repair person showed up on time, in the middle of a snow storm, and fixed the problem quickly. After weeks without service the repair was made and I was instructed to call "customer service" for a billing adjustment. The rep was quick to tell me that I had requested my service disconnected in May of 2006 and therefore there wasn't anything they could do for me. Hmmm I questioned don't you think it’s strange that I'm just now calling? I was placed on hold off an on for over an hour before they figured it out and adjusted the bill. WOW I spend more time on the phone with these people than using the service they provide. Charter sucks!
March 10, 2008 8:27 PM

CharterWhore said:

Charter box goes bad, tech comes by and I say it's bad. Hour later, "tech" says it's bad. Get new box and bill for $35. WTF?
May 14, 2008 9:00 AM

Charter Flush said:

I changed services after being upgraded to death to keep the monthly bill from escalating to over $100. Bundle and the bill will only go up $5 instead of $25. Our number has been flushed. We can call out, but for the last 30 days we can not receive a call. My mistake was telling them I quit, and that another service will be contacting them to portal the number. And actually the second company had mailed the request 3 days before I said something. Lies, deciete, everything in a service oriented business that I was looking for...NOT !
June 9, 2008 8:48 PM

Hate Charter said:

I am FED UP with this company! They have refused a payment, cut me off for non-payment, and then INSULTED ME for not paying. After all, why should they tell me when the payment doesn't go through, and I don't even know why. They send annoying techs, they bring the wrong equipment and then aren't able to come back for a week, and are a generally worthless company.
July 12, 2008 5:11 PM

call center chick said:

Cool your jets before you pounce all over me please. Yes I work for a cable video repair call center. I have to agree with most everything you folks are saying, CHARTER SUCKS!!!Most of my customers who call me are not first timers. They have so many problems with their service and it's usually the same problem over and over and over. One of the worst things we hate to hear is "My VOD isn't working." I have fixed the problem several times over the phone but I am sure it is only temporary. What I really want to tell you is that if the vod is giving you that much distress in your life have it taken off your account, then you don't have to worry about it not working. But I truly feel for you because my family uses vod(and dvr)everyday. But hey I don't have Charter...(snicker snicker Thank You Jesus). If my service was as bad as what I hear day in and day out, I would not have it. I spend about $185 a months on phone internet and cable...never had any problems and I have had the same cable company as my provider (comcast)in 3 different states that I have lived in. Most of the customers who call in have legitimate issues and please not all of us repair agents are bad. I really do enjoy most of my job, especially when I have been successful at fixing a problem over the phone and when I do I say to myself "Good job, there's another customer who doesn't have to wait for a tech." Anyway, I could go on and on and on, for both sides too. But Im gonna stop for now but I did want to mention something quite disturbing, odd actually I'm not sure what the correct word would be. Have you noticed the Charter bundle advertisement at the bottom of this website? LMAO
September 3, 2008 8:03 PM

call center chick said:

just a quick note to hate charter.  Well here is where im gonna get it but go on and bring it.  If you don't pay your bill your service will be turned off.  If you send in a payment and you don't have the money to back it up with, it's gonna come back insufficient funds and it's not the cable company's responsibility to tell you your check bounced.  Don't you balance your checkbook?  Or are you not living within your means?  Need more money to pay your bills?  Get a second job.  Or better yet, go back to school to get a degree where you can make more money to pay the bills you obviously can't afford.ttfn

September 3, 2008 8:15 PM

Joe said:

I spent 1 & 1/2 hours trying to get another email account. I finally got so sick of them that I decided to use a hotmail account instead. I don't want any more business with them and I'm moving on. Charter you suck. Your people are down right rude and treat someone looking for help as an ass. Look out Dish, here we come. Joe
September 4, 2008 5:30 PM

LoLRuS said:

You guys really do need to get a life. I read these stories hoping that one day someone will make an intelligent and non whiney complaint. I'm an American working in tech support, and if you want to throw a fit talking to an English speaking person, go ahead. I don't see why they don't put all of their tech support over seas, they would save money, and you would still be throwing fits. Maybe that's what they should do. That way instead of people here in the states being beaten up by you irrational crazies, we can let someone else. Hey, here's a better idea, Nortons, Linksys, Microsoft and everyother major tech company in the US makes you pay for tech support, and then they out source your sorry butt. Charter should do that. Please for the sake of the internet and for the sack of the country don't breed, and if you have already had kids...have them call tech support, things will go much better.
September 24, 2008 7:15 PM

JOHN said:

October 6, 2008 5:32 PM

TIKKK said:

October 16, 2008 6:46 PM

Cindy Sorrell said:

FRUSTRATED AND HAPPY TO FIND I HAVE COMPANY I have just had the worst experience in customer service of my life. I started new service with Charter in September and have not been happy yet. My reception is no where as good as what I had with Comcast (recently move to Barre, VT and forced to use this incompetent company). Also the difference between the two companies customer service is world's apart. Not to say I never had an issue with Comcast; nothing is perfect especially technology however it's the customer service you receive that makes all the difference. I feel sad for the tech's who work for this company and my anger and disappoint is not directed at any one person in particular but by the blatant disregard of company policy to it customers. My problem is more of a billing issue than reception but it also SUCKS just don't want to spend any more of my precious time wasting it on a company that obviously doesn't care about my business. I will be contacting direct t.v. and other internet options on Monday and will happily say goodbye to Charter. I will also continue to share experience with anyone who is considering their service. Annoyed and Moving On
October 25, 2008 12:37 PM

Mine Sucks 2 said:

i have been having problems with my cable tv for 2 months. last month they credited me for the whole amount. this month they said they would see what they could do. it's still not fixed and finally they are admitting that it a company wide problem. now they don't even send out a service guy anymore, but i don't care as long as they don't charge me for the cable tv.
November 16, 2008 9:20 PM

Malpal said:

Girlfriend and I just dropped Charters Digital tv due to pricing. Went in, gave them the digital box back and got the service shut down. We still have the 5mb internet and they offered 10.00 /mo basic cable which we took. Somehow our bill this month is 121.00. Cable internet is around 39 dollars and tv is 10 totaling about 50 bucks a month with my napkin math. Explain cause im sure abdul cant.
March 7, 2009 5:25 PM

Jim Dodson said:

I just got off the phone with this stinking company for the zillionth time. They have been stiffing me on a refund. After a complaint to the BBB they are promising to refund my credit card --- but I've heard that many, many times. I understand Michael Henry is the manager of this "service" group. The phone number you list for him is no longer a working number. If anybody has the current number, I would appreciate getting it.
April 24, 2009 5:15 PM

Michael Dickens said:

Jim, I agree with everything that is being said here. They owe me $90 and I don't know who to contact about it. Maybe it is time to contact our Senators/Congressman and maybe the president. Charter is the worst company in the world. If anyone gets a number to there Cash Management Office...or someone who can give us answers, please let us know. Thanks
May 8, 2009 11:46 AM

Dump Charter said:

I am completely fed up with Charter Communications Cable TV service or should I say lack thereof. I currently lease a DVR from Charter to record TV programs and watch them later. However, over the last 4-6 months I have had numerous problems with the DVR replay. Many of my programs record with poor picture quality and no sound and even once a program recorded with secondary audio. I have called Charter numerous times, received numerous billing credits for interruption of service, and have had several techs visit to look at the issue. Each time I still have the problem. It would be easy if it was the same program or the same channel each week, but there is pattern. So I am now fed up with Charter and I am pursuing several avenues. I would suggest that anyone who is fed up with Charter Communications do the following as well. I am going to: - Cancel Charter Communications cable TV and internet service - Utilize over antenna HDTV (free btw), use Netflix, and watch TV episodes online - Utilize wireless provider (e.g., AT&T or Cricket) for internet service - File a complaint with the FCC - File a complaint with state regulatory board (in my case Wisconsin's Dept of Trade, Agriculture, and Consumer Protection) - Contact local franchise authority (usually your local municipality) to find out when the contract between Charter and my municipality expires so that I can complain during renegotiations and hopefully boot Charter and have another cable provider compete for service. Charter doubt about it, but not until the mighty dollar speaks will they do something about it.
May 12, 2009 9:08 AM

Customers get a life said:

Customer always call us with problems. They think that us tech are the ones to blaime. I get calls all the time and they want us to fix there problems now. Have you ever been un customer service? We don't go out to the pole,we don't hang the lines and we don't plug up your modem. We can only do so much. Maybe you should be on the other end. I am. I'm a consumer too. I have an internet provider, and if I call my internet provider I treat them with full respect because they are human too. Customer call and curse at us all day and you really want us to help you? Maybe you should call and treat us with respect,you may get better results.
June 25, 2009 11:17 AM

Charter Customer Service Reps SUCK!!! said:

Your an idiot that can't spell. We would treat you guys with respect if you weren't complete idiots that didn't know how to do anything. Thats right, your in customer service so you should know how to do your job. Go pay to get your car washed and have them wash your hair instead by mistake---not what you were going there for--might piss you off huh? Charter sucks, shouldn't be able to exist and more people need to file complaints with their better business bureau. Don't give them your money, cancel, go to satellite, force them out of business!!! Then their smart customer service reps and go try and get jobs at places more suited for them like dog washing stores.
July 10, 2009 5:24 PM

Matt said:

Customers get a life. "Treat us with respect." How is it possible to treat the rep with respect, when they treat US like absolute DOG ***. *** charter, they're the scum, 3 techs in one week, and tomorrow I get the fourth, well this *** is in for it, and he better be ready to climb every pole for a 50 mile radius, god damn it.
July 23, 2009 10:51 PM

Bradford Hardy said:

Michael Henry is still the supervisor. But apparently to many complaints getting through so they changed the number. HERE IS THE NEW NUMBER. 864-254-7260 I highly suggest you call. Also file complaint with BBB, Attorney General, Consumer Affairs, and Public Service Commission.
August 8, 2009 5:09 PM

Mad Marshall said:

I run a buisness that needs two phone lines and internet. I have had one phone line and internt for three months our second phone line is still not set up. We were charged the 250.00 for set up. When we did not get the other phone line we tried to leave charter. Now they want us to pay remaining contract fees $750.00 WHY? We still do not have our other line. Now we are stuck with CHARTER and are done with our busy season and do not need the other line. Its ok i did not need that $1000.00 anyway.
August 11, 2009 10:12 AM

Chris said:

Well I set up charter a few months ago on the promotion of a renters discount, they said it was $39.95 for both extended basic service and 10 mbps internet. This seemed to me to be too good to be sure so I wanted some verification of this. I had the charter communications rep email me on her employee email with her full name and employee ID along with the stipulations of the deal I accepted. I got the email and everything was in order, I payed $109 for installation(I think charter is the only company that doesn't do free installs now) and get my first bill of $135.62. Obviously there must have been a mis-communication. So After several phone calls of being called a liar and thats theres nothing anyone can do. I decided to take the drive to the corporate office 12 miles away. I had the email with the employee's ID and email address. The reps denied she even worked for the company. However I was able to trick the front desk receptionist into finding that this employee was active in one of their west coast offices. Once I caught them in the lie they have credited me the past two months, however they refuse to still honor the deal. Instead, asking that I bring my equipment back so they can stop service. I Now have dish and DSL.
August 19, 2009 3:10 PM

Enjoy Bankruptcy, Charter! said:

I had Charter growing up in my parent's house because they were the only cable company in town and satellite wasn't great back then. I moved to my own apartment in the next town with a new cable provider and the difference was incredible. Equipment worked out of the box, it didn't fail, service didn't get interrupted, my bandwith wasn't throttled, and their customer service people were competent and friendly. Charter and all its employees can brush their teeth my with ***.
August 25, 2009 10:40 AM

Ron Pesch said:

My Charter cable internet went down. I called the tech in India. SHe asks what kind of Modem I have. I tell her Netgear. SHe tells me that is not the modem and has me unplug the phone modem well guess what that shuts off the phone. One more Charter Cable trick to get you off the line. Charter Cable Sucks
September 25, 2009 9:47 PM

Charter Blows said:

Charters internet is horrible, i have the 5x1mb connection and the only place that actually utilizes those speeds is almost like its rigged lol. I can tell you that any p2p and my steam game downloads creep at like maybe 300k and i know its not steam. When i used to live with my parents (sigh) they had roadrunner and i was hitting 1 even 2 megs while downloading from the STEAM servers. And what really blows is our landlord says this is the only company we can use....damn.
October 2, 2009 2:30 PM

Charter sucks donkey said:

After a horrible experience with flickering cable and internet, I cancelled Charter and they still tried to charge me for fees a month after the services were cut and equipment returned. What gives with these low life douchebags? Looks like they aren't doing outstanding financially, I hope they sink and/or get purchased for pennies on the dollar by Time Warner. I will never sign up with Charter again or invest in their worthless stock, unless I did so as a short, even from 2 cents.
October 7, 2009 8:19 PM

dumb ass employee said:

I am an unfortunate employee of these turds in Fort Worth Texas. I absolutely hate charter communications with a passion. I have shown up to work for over 25 years and in the last 5 years charter communications has erased all the hard work and let the system go to crap in favor of setting sales quotas on all their field techs , during this time charter has stopped technical training to inhouse employees and outsourced all techical work to contractors, our CEO gave himself a rise in the millions while I got nothing, thats ZERO ! Thank our greed driven charter manager Dan Abert for screwing us loyal Fort Worth employees. so all of you out there wondering why your stuff dont work so good. Its people like me who no longer give a rats ass Fort Worth deserves better GET YOUR SORRY ASSES OUT OF TOWN CHARATER
October 19, 2009 10:04 PM

Ben said:

Hey to all. If you are here talking about Charter, you are most likely stuck with them and hate them so so much. Join my Charter Sucks group on facebook, i'de love to have you there. Check us out:
October 21, 2009 8:49 AM

Former Charter Customer said:

If the customer support requires so much respect, why do they lie so much? I don't mean possible mistakes, I mean flat out verifiable lies. Screw Charter. I am glad to be rid of them, am paying less and receiving more WITHOUT bundling. I will throw a party when they finally go *** up. Buh-bye!!!
October 24, 2009 4:37 PM

The Mad Blogger! said:

TMB thinks it is time to bring back the site. The Mad Blogger is back baby, look out. Here are some of

November 2, 2009 3:42 AM

Charter Prisoner said:

Abso-fucking-lutely fed up with this service. I cannot stand all the time outs, dropped signals, what have you. I, like many of you are/were, am stuck with this service because my roomate is too cheap to go with the dish instead. We've checked again and again on our router: its not the problem. Definitely the connection. I am usually not one to complain either, but I have never felt so obligated to call or write a company and tell them how god awful their service is. What am I paying for? While writing this, the connection has dropped twice, including this additional sentence I'm writing for this comment being unable to submit due to it dropping. Eff you charter, Ben, you got a new member, fear not.
November 11, 2009 2:40 AM

callcenterchick said:

You dumbasses! If you don't like the service have it disconnected and be done with it and you won't have to worry about techs not showing up or people lying to you and stop your freaking whining you baby ass people. *** happens, get over it and move on. And for you stupid ignorant arrogant people who think you should get something for nothing, have you ever asked your electric or gas company for a promotion or to lower your bill? Don't you people realize that the companies that own these channels charge every cable company to send the signal to every single 1 of you. When those companies raise their prices then the cable providers have to raise their prices in return. You don't DESERVE a lower bill. You need to pay what everyone else does. When you buy gas or millk do you bargain with the seller? You are no body special and you won't be treated special.
November 21, 2009 6:06 AM

dis-satisfied said:

i'm a new charter customer. i just got it installed ( finally) yesterday. the first service tech didn't have any of the equipment he needed. i ordered wireless internet and cable. he didn't have a wireless router. i also requested an additonal connection for the bedroom. the first tech told me he wasn't allowed to drill holes. i called customer service and they apologized and set up for another tech to come install my wifi and cable, they told me he could do the additional connection for the bedroom. well, he did get the wifi and cable installed but he also said he could not install an additional connection. he said customer service will tell you what ever you want to hear just to satisfy you. he said he gets complaints all time about customer service telling the customer something and they either can't do it or they don't even know anything about it, it won't be on their work order. when my 6 month promo is up, i'm going to at&t unverse. my daughter has had that service for over a year and she loves it and has had no problems with it. she tried to talk me into going with at&t but i wouldn't listen and had to take the advise of a co-worker instead and go with charter. i have learned a valuable lesson. i have only had charter for one day and i am already sick of them. as for the callcenterchick, the only reason you have that job is because you give good head, to the boss. so obviously, charter cable isn't the only thing that sucks!!
December 9, 2009 2:27 PM

Charter has a bad customer service culture said:

Same here, they suck. It took them 7 appoints to get TV connected. It was they keep saying that the order didn't include connect the line from the street. And the second guy says the order was for connected the street only to the cable box. The third guy didn't ring the door bell. etc... After the 4th time, I told them to forget it and I'm canceling, and they tried to save the account and gave me $161 of credit on the account. I took it, and it's the biggest mistake of my life. It took another 3 appointments to get it setup, each time with a different problem. The 6th time, the guy told me that I need an authorization from the HOA to open the cable box. The manager of the complex just so happens to be there at that time and told the guy that's okay to go into the box, but he said that it has to be written and he was late for another appointment. Anyway, we finally got it connected. About 30 days into the service, someone from collections called me and said my account is 45 days past due. I my monthly bill is $47.50, so I figured that they didn't apply the credit. So I called, in thinking that they didn't apply it. But it turned out that the credit was never applied an there were no records of it. Does that suck. Overall, including hours on the phone, billing issues, and waiting for appointments we've probably spent 20-25 hours on this already working on this. Go with the DirectTV or the Dish, or even U-Verse. DO NOT GET YOUR TV SERVICE WITH CHARTER COMMUNICATIONS.
December 15, 2009 5:27 PM

Ryan said:

I have charter here in fort worth, and both myself and my fiancee are SICK of them. Almost every night like clockwork, for as long as we have had service, we lose connection from about 1am to 6am due to maintenance. The tech are terrible, and do not listen. Our upsteam was spiking to 6db above and below normal range causing disconnects during the day so I called to have a tech out. I spoke to him on the phone, and agreed for anytime after 5:30. He showed up at 4, knocked quickly and started to walk away. Luckily, my fiancee was home and ran out to the porch to wrangle him back. He was pissy the whole time after that. He even asked my 7 month pregnant fiancee to move my entertainment center a a few inches. WHAT A NUMBSKULL?! I had to leave work an hour early to go do it myself, even though i was very clear about when i would be home. He was trying to dodge my service call by coming when he thought i wasn't home. In the end all he did was put a new jack in, which i told him i just did 3 days before, my issues still persist. on the plus side, charter has a twitter support team who are more helpful,
December 21, 2009 12:01 PM

KM said:

We had a storm in Asheville, my bundled accounts---all three do not work and I work from home so they are putting me out of business. When you call for an estimate of restoration of service---no one knows. When I tried their service for a call back of status, it didn't recognize my cell phone, looking for my home account which they provide and didn't work so it hung up on me. I am very disappointed with their service and ability to fix. My electicity came back in 18 hours---it is Tuesday late afternoon and their service died Friday night!! 3-4 days and they still haven't fixed it. Pitiful
December 22, 2009 4:51 PM

grumpy said:

same deal here. lucky if half my channels work at the same time. calling tech is a joke. they are asking for partial SS numbers etc. just to check if service is out. making a formal complaint
January 6, 2010 6:05 AM

SV said:

Charter has the worst customer service I have ever seen. They screwed up my billing statements to the point where I was not receiving one every other month. So I ended up not paying for a couple months because I did not know of the bill. They found the problem on their end and said I did not have to pay the overdue amount until the current statements due date. But now they are threatening to cut off my services if I do not pay my past due amounts that I never knew about. Called them back and they have no record of my call when the found the issue and stated I did not have to pay until due date. How can you have "communications" in your name and not have any of it within your own organization? Dipesses,,,each and everone of em.
January 6, 2010 1:19 PM


I don't blame you for hating Charter I am an employee and I hate it. I hate not being able to have the capability to assist my customers being that I'm in a call center 500 miles away from where they are calling. I am not a technician so I can't literally fix a box the most I can do is troubleshoot it cross my fingers and hope that I'm not cursed out because I work here and I just so happen to be the person on the other end of the line. All CSR(customer service representatives) aren't mean and rude, I am considerably nice to all my customers and repeadetly miss my aht(average handling time) metric just so I can stay that extra second or minute on the phone to make sure that if I can't fix their problem the technician is aware of the issue and has all the necessary notations and history to help "finally" resolve the old ladys tiling that shes called in 15 times about. I go to work everyday fustrated that I can't fix not even explain to my customers why their vod isn't working, their chs are missing and why we repeadetly give out refurbished dct(digital convertors) that work for a month then go bad. I don't know people?? I'm the little guy that listens to whatever the manager says and they listen to whatever their manager says and so on and so on. We don't intentionally do anything because we like to hear you complain all day sitting in a cubicle for 8 hrs listening to customers complain isn't the highlight of my day but every call I try my best to make my customer know that at least I care. I think it is the CEO's fault and the district managers fault. Reusing fiberoptic cable that has been there for over 15 years and they wonder why the customers service don't work. THEY KNOW WHY but they can't put their assets into fixing that issue because they are already bankrupt and squeezing every penny possible. I hate saling to customers but if I don't do it I'll get fired, I hate sch appts three to four days out but if thats the only quota available thats what we have to work with. IT IS WHAT IT IS if you want to complain complain to the big wigs that have never taken a call in their life but yet want to tell us what to do and how to do it. .......i have spoken
January 16, 2010 11:45 PM

J the CABLE GUY said:

And to "grump" of course we ask for the last four of your social the GOVERNMENT makes us do that its fcc regulated for acct protection....thats to help you sir cause believe me if I didn't have to ask for the 1000th time whats your last four I WOULD NOT!!!! I was in the call center for the Asheville issue also, theres not much we can do if the entire western part of NC freezes it does major damage to fiber optic cables..duh. We have to replace a few days of no service is probably due to the lack of ability to actually get to where the problem was being that it was alot of snow and around the holidays I am sure that didn't help. Not making excuses but give them a break..they work a 8-5 just like you do...but I guess your livelihood is that much more important huh
January 16, 2010 11:49 PM


excuses, excuses, excuses, sure tell you work for charter. you've got it down pat. they must brain wash all the ignorant employees like youi before they let you start dealing with the customers. maybe some day you can work for a real network supplier like at&t uverse.
January 22, 2010 7:48 AM


January 22, 2010 10:15 AM

luve charter said:

i luve charter. they are always very courtious and helpful. i do not work for charter but wish i could work for such a great company
January 28, 2010 7:19 PM

First time shame on you, Second time shame on me said:

I left Charter cable about 3 years ago and went to Direct TV because of all the service problems and grief I was constantly experiencing from Charter. But, the trees around my house kept getting taller and eventually I could not get a clear sight to the HD satelite signal. I saw the new cable internet bandwidth options and pricing and in a moment of amnesia I called Charter for service. I have to say the internet conection was fast and reliable (back in the day, the internet was out about 2 days a week). But the cable TV service never worked correctly from day one. Either I couldn't order On Demand or some of my HD channels were not available or one the worn out old receivers they use, would crap out. But guess what? ATT sent my a flyer about their new service and now I have it. So far so good, if you don't count that the telephone doesn't work! Its ATT and everything works but the phone, That is comical but I don't need ut anyway.
March 5, 2010 9:44 AM

Wake me up i must be dreaming said:

I'm sure if luve charter was to work for Charter he would hit his burn out in about 30 to 45 days. Simple things like simple questions have no meaning to Charter. Working a problem always means a up sell on the same call that's even if the problem is not fixed. I'm so sick of up sell and calls that i don't wish to get from Charter on buying more from them after having such bad luck. Prices are to high and they are about to price themselves out of the market and then we will see if their 69.99 package is true to it's word or if nothing in Charter land is less then 100.00. If you try to cut services then those you keep go up so they got you and no one at the Federal level is even looking. I think we should all be broke and let the fat cats pay for the difference when no one buys into their service. Looking for better way to come along and when it does good by Charter....
March 18, 2010 2:52 PM

its starting to look a lot like att u-verse said:

When I first got high speed internet service Charter was my only option. For a long time things seemed good although every time I had to deal with someone there it was a disappointing experience. So they are now shooting their mouths off with the commercials on how they have upgraded everyone for free, great, but NOW I am pulling less than 0.5 mbps and I am supposed to get 8 now. Service tech did not fix it, so I had to schedule another appt. They want to blame you or your equipment, it is never their fault, they try to scare you by saying if it is your line or whatever you will have to pay for it. And they do lie and say they will call back etc. I just want what I am paying for.
March 22, 2010 3:23 PM

SoSick said:

I've had Charter around five years and constantly I have to deal with high latency, constant disconnects, and retarded customer service, who think that THIS time when I call it's a different problem. It's always the same problem. Every time they come out to "fix" the problem, it goes away for maybe two days, then magically shows up. Unfortunately, it's the only Cable service available here. Every time I call them, they sound surprised that I'm calling. That is, after I have to hope that their automated service does not automatically direct me to my billing info. At least 20 times in the past year. AT LEAST. Also, when I upgraded speeds, I had to get a new modem because my old one couldn't support the speed. They gave me a BROKEN modem, so yet another phone call. And, of course, it's not just me. Everybody in the neighborhood has constant problems, yet they do nothing about it because they know they have a monopoly in this town and they can do whatever they want.
April 1, 2010 12:48 AM

Whaaaaaaaat? said:

Don't use charter and once they screw you over don't stop trying to get the matter resolved. I am on my fourth expert, four months in and in the hands of a collection agent for services billed AFTER I had stopped service with bill paid in full. My next call will be the BBB.
April 9, 2010 10:50 AM

MAL said:

I hate hate hate this company. They have THE WORST customer service ever. If they didn't have a monopoloy in most of their areas, they would have NO BUSINESS because they are terrible. The phone companies used to be this way - they got a whole lot nicer when they lost their monopoly status. We need to take down Charter in any and every way possible.
April 14, 2010 10:28 AM

james lviile ga said:

charter vsuck why dont you guys just admit that your svcis bad i talked to corp and nothing resolved i tell all to get dish at least they will not lie to you people wake up and spread the word go without tv use your gov cable box i bet if enough people do this then charter will start to care and appreiate us the customers iwill not use charrter and i hope you pass the word i will let every one know you do the same
August 21, 2010 7:16 PM

Get Mad said:

Whoa! Lots of complaints. Well, I guess I will add mine to the list! First off, I'm the DFW area of Texas. I've used Charter several times in several cities here in Texas. I NEVER has any issues with their service, it was always on, fast etc etc. The problem I always had was the double friggen billing! I would have to pay for the month I was on and then the month I haven't used. Here's what happened this year: (Note that this is not the first time this has happened. I have had this happen at least a half a dozen times.) I got August's bill on the 3rd which I paid in full by the 6th, then I get another bill on the 10th of August. Of course I didn't pay that bill because I just had paid. Then I get a disconnect notice around the 28th. I then got cut off on September the 2nd! And get another bill for September! I have called and complained several times. Each time I call I have to go through all these questions so they can "verify" my account. Then it's ten minutes of silence before anyone starts to talk, usually I get transferred a few times and the calls usually hang-up. I was told I owe for September, the double bill and now a reconnect fee. I just finally had enough of the double billing crap and went with AT&T DSL. No, it's not the fast like I am used to with Charter but I haven't been double billed once! Oh and I am keeping the modem and the dvr box's hard drive is on my pc now! 160GB w00t!
December 6, 2010 10:19 PM

erik said:

Yea guys, I keep hearing the Charter horror stories. I'm not too familiar with that company, but I can say, as both a DISH subscriber as well as employee, Dish Satellite is a much better solution in terms of # of channels, the most HD, TV Everywhere and the best customer service. We were rated #1 by ACSI last year, and have outranked Charter ten straight years. Go to to find out how you can make the switch !!
January 24, 2011 10:45 AM

fedupVet said:

I have had charter for just a year. Paid$130 for install and 20 or so days later I get my first bill for service (139) then 2days later a disconnect notice. Unbelivable I think to myself. So being a disabled Veteran I get my check on the first and go dawn to pay the bill and explain that I can only pay on or after the first. East enough right? Hell no this happens again in the middle of the next month after extensively explaining my situation on my last visit. This time they can't wait till the first so they disconnect my service. I wish I had let that be the end of it after paying a little over $300 for cable service in a 30 day period and having to now pay a reconnect fee. How is it that in a 50 day span I pay 420 dollars (they can have the change) my service is cut off. Rediculously unbelievable. Charter cannot explain this to me on the phone and if it wasn't my money it would truely be comical to listen at them trying. My advice AVOID CHARTER COMMUNICATIONS TOTALLY. They are dishonest and deploy underhanded tactics in an atempt to confuse the customer. They should be ashamed to have this many people in pure disgust with their business practices.
March 10, 2011 12:43 PM

honorable1nut said:

best cable company, especially internet wise, i've ever dealt with. my computers are all kept clean and i know what i'm doing with them. most of you tit whiners on here probably don't have a clue as to what you're doing and are probably dangerous to yourselves even! been with charter for 12 years and have only had 2 outages ever and BOTH were weather related. get a life tmb and the reset of you tit whiners!!
March 17, 2011 8:08 PM

TheMadBlogger said:

Stay classy honerable1nut

March 17, 2011 11:24 PM

Ex-Charter employee said:

I have worked in customer service for 15 years before starting at Charter. When I got hired they spouted what a great company they were and how much better they were compared to satellite. I was hired to work in retention (attempting to stop customers from downgrading/disconnecting service) and it was a complete joke! Customers called in all the time complaining about their service or lack thereof and Charter expected their CSR's to attempt to fix it before transferring to video/HSI/phone repair. I worked there during the height of the economy tanking and was eventually let go because I sympathized with our customers and attempted to lower their bill but still keep them customers. According to them I wasn't keeping their revenue high enough (aka screwing enough customers). I'm so glad to be out of that hell hole. Charter let's employees go who sympathizes with their customers and thrive on crappy customer service!
April 12, 2011 3:12 PM

MD_NC said:

When Charter internet works there is no problem. When it doesn't work, and it's not a problem within my home, I don't think they have the knowledge to fix it. I had very slow cable internet connections (dialup speed) for over a year and complained many times. I always got scripted responses, "reboot your computer, restart the modem and router, etc." to no avail. After 3 technician visits and 6 hours of missed work, they determined it was a problem with the modem. They installed a new modem and everything worked fine until 10 days ago. Currently my home internet connection has been down for 10 days straight, and have had 4 scheduled technicians, and none have fixed it. On the 3rd visit, the technician, who sounded like he knew what he was doing, said it was a problem with the tap in the pedestal across the street, but he could not fix it. Another technician was scheduled. Yesterday, the technician arrived, switched the cable feeding my home to another port on the tap, and left. My internet is still not working. I still suspect the modem, but none of the technicians has even tried to rule that out. I think the inherent problem is that Charter has an abundance of inexperienced technicians, and not enough really good ones. The phone techs seem to be outsourced people, too many inexperienced "script readers" and not enough real techs. I can only blame poor management and HR within Charter for their inability to handle problems quickly.
June 21, 2011 8:41 AM

MD_NC said:

Followup: 5 different "home" technicians have visited my home now, and have all told me about the same thing, that the signal coming to my home was not strong enough for the modem to connect. Charter finally sent a "line" technician, who did something to the pedestal across the street, and now my modem connect fine. 12 days of not being able to connect to the internet, and my question is, "why didn't they send a "line" technician after the first diagnosis? I'm happy it works, but wondering what causes this sort of miscommunication among so much of Charter's service department. I think it goes back to very poor management. They spent a bunch of money for technicians to come to my house six times and say the same thing. They say they will deduct the 12 days of down time from my bill. With the way it was handled in my case, it's a wonder they can stay in business.
June 22, 2011 9:01 PM

Justin Boudreux said:

charter so sucks oh they want us to pay 49 dollar so we could rent there router because our netgear router went out and now we cant get wireless we have to go dircetly but were still paying for wireless they so suck big time never go them at all they suck
July 4, 2011 7:13 PM

Rodney said:

I previously was using AT&T internet, but since I had to move to another town that didn't support AT&T I had to get Charter. Its been one week with charter and so far I'm already hating it. Every night around midnight since I got charter, the internet would stop working. I had to wrestle around with the modem, for a while to get it to work again. And that's another bother is having to have an extra router in order to get wifi. Luckily I already had a Linksys router laying around before I had AT&T. That was when I used to have Clearwire. But when I got AT&T I was happy with my internet, and their modem was also a router all in one, so that means less devices and wires laying around. After reading all these complaints, I might just have to cancel my charter and get clearwire again. Though Clearwire is not that great either, but I'm sure its better than charter.
August 1, 2011 4:30 PM

F**k Charter said:

*** THIS ***! I am so fed up with this. The only reason I have Charter is because no other ISP's operate in our are. This page aloone took 2 minutes to load, and I'm supposed to have the 10 MB service too, but my internet only works at a fifth of that speed. This is lame. I can't smoothly watch tv, cruise the web, or even play my god damn video games. Yes, I'm a semi pro gamer in my off time, and I hate not being able to perform well because of the shitty internet speed that should be faster. This is getting really out of hand. Many people have come to complain (show me one customer that doesn't and I'll show you a fucking idiot), so why are they not fixing their network? Nothing of theirs works anymore. *** Charter.
September 16, 2011 7:31 PM

Ted Wilson said:

My internet service went out two weeks ago, cannot find server. After 10 visits from tech. service to my home and 4 supervisor visits the problem has not been solved. I believe no one in charter service is qualified to resolve this problem. The answers I get is that the problem is in outside neighbor service line and they can't find where it is. I asked them if that is the problem what are they going to do. Answer, send out another service man and get the same answers, NO INTERNET SERVICE. AT&t here I come.
September 24, 2011 5:14 PM

chief waukazoo said:

I am having poor reception on channel 6 and on channel 65 (BTN). Any one else having this problem?
October 4, 2011 9:02 PM

chief waukazoo said:

I am having poor reception on channel 6 and on channel 65 (BTN). Any one else having this problem?
October 4, 2011 9:02 PM

SE-LA said:

Every night, starting around midnight, my internet goes out (a problem that has been increasing in frequency over the past month or so). Even had Charter change out their modem a couple of weeks ago, as they could not explain why the drag in bandwidth (although I strongly believe that it is due to throttling). It never seems to fail, and I spent about a half hour with their "tech support" to basically have the modem reprovisioned. Oh, sure, they tried to say that it HAD to be my router, but then I quietly did a speed test while I had them on the phone, and actually had better speeds when going through the router. Then they tried to sell me "insurance" for the wiring in the home that I would have to pay for if a problem existed there. My wife says she can't wait until we can get UVerse. I'm starting to agree with her; Charter really disappointed me this past year.
October 5, 2011 7:13 AM

Sad customer said:

The cable service is horrible I am paying for Hd channels and on a regular basis 4 of them cut out and go all pixilated When I call they keep trying toresend the activation signal, spending 1&1/2 hr then I said I've got to go can I just come in and swap out the cable box. Oh sure if you want to. Then the next day after I've hooked up the new box and it worked for about 12hrs back to the same old bs but now it rocords channels with no signal on the dvr and it will randomly turn the cable box on And the latest fun is regularly everything cuts out around midnight No internet-No cable automated systems says Oh I see theres an outage in your area would you like us to call you when it comes up (Sure cause I'm ot dumb enough to have my phone service with you) Which they just use twice a month to tell me how much I can save if I would just sign up for a home phone line. When I ask them they don't know how much my monthly bill is but if I would just add a home line I could save big! Oh and my other favorite he EAS that cut into the broadcasts all the time. I swear some idiot is just randomly hitting the button.
October 13, 2011 4:03 AM

eric said:

So I had no real complaints against charter until now. I quit the service because I moved and they are demanding the return of the internet modem. I purchased the modem myself 2 years ago when I signed up for the service. The billing department shows it is user owned and I haven't been charged rent in 2 years but they are still demanding an invoice showing I paid for it myself even though its been 2 years. At my new place I was going to sign up for service then changed my mind and cancelled now they call at all hours wanting to know why I didn't want the service I've requested that they stop calling and in order to make that happen they want an account number. I don't have an account number because I never got the service but without one they are not authorized to cancel the calls to my cell phone. The other morning they called me at 6 am once again wondering why I had decided to cancel my install....grrr
February 17, 2012 12:38 AM

RC said:

If Charter cable/internet sucked any more than what it did it would be a porn star!
February 18, 2012 9:21 PM

Blindsided said:

Time warner sells out to charter in this area. Ok what ever so long as I can maintain steady net and cable connection at the same status I had with Time Warner no worries right?...WRONG. 30 DAYS after charter takes over constant service drops in net and cable. Time Warner wasnt great but it was stable this charter *** is not worth the time,effort or stress. Any of you could be better off with any company. 95% of what I've read here I've had the missfortune of dealing with inside 30 days!. Do yourself a favor, cancell everything with them. Find another company and never look back. you'll be better off.
March 5, 2012 12:20 AM

Wtf is going on? said:

Charter does suck!!! Ever since I upgraded to a faster speed for Internet I've had NOTHING BUT PROBLEMS!!!! So, I obviously went back to the speed I had absolutely NO problem with. guessed it! I have issues all the time. I'm about to fire Charter because they suck! Can't even use Internet from 15 feet away! Tell me Charter....Why am I picking up all my neighbors wifi, but I can't even get my own to work!! WTF!! Wish you had never asked me to! That's all I can say! For what you are charging!! WTF

April 5, 2012 11:49 PM

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January 27, 2015 4:27 PM

Ivory said:

Do you have any video of that? I'd care to find out some additional information.

July 30, 2015 7:05 AM

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