Charter Communications

Mixed emotions. Let me start by saying that I love my internet speed. Right there is the primary reason for the stars. But…
I have had to have them come to my house multiple times to fix the problem du jour. Most recently, after bundling my phone in with my internet, I have been having loads of problems. Nearly daily at this point. Some I can fix myself having had to call tech support so frequently, others are beyond my ability to fix. So I wake up in the mornings, internet and phone would be down. Call Charter, make me go through the same litany of tests that I have practically memorized by now (power cycle, unplug router and hook just to modem) which I understand is their job. I do a phone-​based customer service job myself so I know that there are protocols. Then ultimately… schedule a tech. Going to be down for 2 – 8 hours now. No internet, no phone.
Now, without a phone and internet, I cannot work. And since I have TracFone, my calls to them cost me money as well. And what do I get for my troubles of not being able to work and having to come out of pocket for my calls to them? A $ 4 credit! And she put up a fight with that even because she saw where they just credited me $ 40.00 for a service call — a call that no one, not the operator nor the tech, informed me would cost me a dime. Of course that should be waived as a matter of practice — you don’t tell someone there is a charge then they are not responsible for that charge. But that CSR tried to put the onus of knowing that on me «In the future, if they have to do work on something inside your home, know there is going to be a charge.» To which I responded «As a matter of policy and to comply with the law, simply TELL people that prior to sending a tech. AT&T does it.» Yeah… that didn’t go over too well.
But you are stuck. If you need high speed internet, you have to use Charter. They got you right there.
If you don’t need high speed internet, explore your other options because this company is a nightmare.

Rude unprofessional is this places trademark. No one here knows what high-​def means.
I call into question the personal hygiene of the staff.
Store front smells of rancid pork.
Not sure why anyone uses this company.

Horrible customer service; they literally shut the door in my face when I was returning a router. All three employees at the time refused to open the door so I could drop it off, despite clearly still being clocked in. I called Charter and gave a complaint, and the Charter customer service rep was very emphatic that this was inappropriate behavior.

they are unprofessional and do not know anything about their equipment

Too bad I can’t give NEGATIVE Stars!
4^th time in two months Cable TB not working.
Worst service I’ve had in years from any company.

RUN AWAY FAST. Absolutely worthless company. This company has by far the worst customer service I have ever seen. They do not deserve any business from anyone. I initially scheduled to just have internet service hooked up one Saturday. They were scheduled between 3 – 5 PM to arrive in which I instructed them to call me prior to showing up. They did not call and of course showed up at 5:30 PM without notice. After wasting over 3.5 hours of my Saturday, they told me they would have to reschedule for another appointment to figure out my cable line hookup. I then had to recall their 1 800 number to get my service installed in which they assured me that it would be hooked up the second time around. So I scheduled the following Saturday again between 3 – 5 PM and instructed them to call me ahead of time. The second service man showed up late, again, also without notice. This guy took 4 hours of my day going in and out of my apartment trying to figure how to hook up the cable, going back and forth between my house and the supply shop twice. He then called his supervisor out to come figure out how to hook up my cable. After wasting a good four hours of my Saturday A SECOND TIME, they still couldn’t figure it out. The story repeats itself, I had to call the 1800 number to reschedule, in which they gave me a giant time window of 1−5PM in which I instructed them to call me prior to showing up. 5 PM rolled around and no word from Charter. About 5:30 PM I call the 1800 Charter # to ask where they are. They told me they have to call the Dispatch man and will call me back. Charter never calls me back. After giving them 3 chances, and them failing each time, they do not deserve my business nor anyone else’s. Although more expensive, I will be getting ATT U Verse as they at least know what customer service means. I urge everyone to not use Charter as you will likely have this same experience as you can see from the other reviews.

Don’t trust offers made over the phone. I have been a Charter customer for a long time. Like everyone else I have been watching my bill climb. Charter has been trying to solicit me for awhile for an upgrade but I’ve been putting them off. So the other day I answered their call and talked to a gentleman about upgrading. After convincing him that I did not need the phone service he offered me digital service plus Internet for 99.97 for 24 months. Then you get passed off to someone else for confirmation and to schedule installation. Well guess what, now it’s a new price. The rep actually told me he was not allowed to save me more than 10 dollars. First I was shocked that he admitted that, then I asked why I was offered that offer. His answer, the previous rep must be bad at math. WOW. Talk about «Bait and Switch». Needless to say I did not take the new offer and will be calling the MO Att Gen tomorrow to file a complaint. When dealing with Charter GET EVERYTHING IN WRITING.