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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theft by credit card for false advertisement
This complaint needs to be posted on all web sites that has anything to do with Time Warner cable. It should be noted that Time Warner has a active bad faith policy to ripe of its consumers. I had been contacted by Time Warner to get their service. The first time back in Feburary they were to come out to my apartment to hook-up service but went to wrong apartment and never bothered to call to confirm. The most recent request to have Time Warner service was set up to have installed next day if pre-paid for service. I paid a large payment ($271) due to I was told had to pay for DVR box and first months service. I was promised that they had the right address and even recieved a call the night before to confirm still wanted them to come and hook-up new service. I took day off work as appointment was set for between 8 and 12 am on that Friday. At around 10:30 I seen a truck go by but did not turn into my apartment parking lot. I got on the phone ASAP to make sure that someone was coming and was told that was cancelled as no one was home. They had went to wrong appartment again. Oh my gosh this can not be happening again. I got upset and told the dispatcher that they need to get someone to hook-up today. i was lied to again as was told that would get someone back out between 2 and 5. At exactly 2 I called back as felt that something still was not right. The bold out lies just continued as customer service rep told me that request has been cancelled again due to no one home. Again no one has ever showed up at my address and it was just 2 o'clock. At this point I just want to get my money back and will go with a different company. This is where the nightmare really went to the limit. I was told that they could not give me my money back until up to 4 to 6 weeks as it will take 5 to 7 days to confirm that appoint was not meet and then a paper check would be mailed. I let them know that was not going to work as they did not take 4 to 6 weeks to take my money and I just want them to put it back on my card. This is when I was told that the service was not even available in my area anyway. After calling and even going to office on that Saturday to get my money I was still told that would have to wait 4 to 6 weeks. I have called at least 3 times a day and each time was told the lie that they could still hook-up service. Finally on that Monday after calling again and requesting to show up and report theft by credit card and call police if need that I want my money back and do not want to wait 4 to 6 weeks. I explained that I do not feel that I will ever see my refund if mailed due to that if they could not get the address right when they were to come hook-up service that they most likely would sent the paper check to the wrong address also. I was finally told that they will reverse the funds to my card and I should see it in about 3 business days. I let them know that if not there I will be calling back and will go to local office and demand that my money that was taken in bad faith be returned. Oh and by the way I was promised call backs on 5 different calls and to this day am still waiting on call. Please make every one aware of the false promises and scam that Time Warner is promoting. Also, I got ahold of another company that came out and hooked up service the very next day and they did not require me to pay for $150 for the DVR box just the first months cable bill.
poor customer service!
Time Warner strikes again... yesterday, May 19th, Time Warner came to install my new phone/cable/internet services. Really this was just an upgrade since I already have the cable service and had the internet previously. The appt. was for 8-11am and the techs (used loosely) arrived at 9am. They entered my home and were happy to find the wiring already in...
Read full review of Spectrum.com and 1 commentmiscommunications
Words cannot express the disdain I have for this company, their incompetent staff and their lack of ethics.
They should be dismantled and anyone with any sense should avoid them like the bubonic plague.
I had Verizon for 8 years without a problem, one day some sales (snake oil) merchant from Charter convinced me to switch to what seemed like a better plan to save money "BOY WAS I WRONG"
That was the day I opened the ultimate "time sponge machine"
Its true you get what you pay for in life ----
if its too good to be true - it usually is...
Yes folks if you want the following service then Charter is the company for you.
1. Live human robots with limited vocabulary skills
(I used the word "minuscule" and the supervisor (yes this tear 2 level robot) tells me "now sir, there's no need to use language like that with me" true story!:)
2. Promise of a plan that will turn out to be supposedly a figment of your imagination (even after they record the process for your protection)
3. Fraudulent over billing
4. Being randomly cut off for non payment of bill even though they hold 700 dollars of your money on account
5. 3rd world quality phone lines
6. Wait 30 seconds for a call to connect - hey make some other calls on your cell in the meantime
7. Downright RUDE unhelpful staff... trained ###ters in the art of "passing the buck"
8. When there is any problems with the weather you can guarantee you'll be the first to be cut off
(I sat through the Malibu fires - no phone - no cable - no internet)
meanwhile my neighbours with verizon are watching the news updates on the fire while they call and email - we had to go out and sit and listen to the radio (in the car) like my grandparents did in the 2nd world war.
9. Clueless tech support technicians.
And it goes on and on...
If you have a bunch of time to waste and money to burn and need to get stressed, upset and just generally feel like you've been violated then sign up for charters 3rd world miscommunications package and sit without a phone for 10 days while they attempt to port your number over.
After my experience with Charter I may be better off buying some jungle drums and carrier pigeons to communicate with.
The complaint has been investigated and resolved to the customer’s satisfaction.
as we all know, nobody is perfect! charter is far from perfect, so are we(customers)
intermittent activity
I have taken my computer in 4 times and nothing is wrong with it. I have had Charter cable come out three times and it still is having intermittent connection activity problems. It is a nightmare dealing with the phone tree to get an appointment, then when they do come, it seems fixed for the time, but it still happens...it freezes up, the connection fails, causing "not responding"...and it takes forever sometimes for it to return to be able to use it!
false billing
Acct. #[protected]-02
This collection agency is trying to collect a bill incured by my exwife in 2001. Our divorce was final in Dec. of 1999 What the heck is going on? Don't these people check into anything? She died in in 2004. If she used my name and SS# to get this cable service then that is fraud on her part...not mine.
Sincerely,
Bill DeFord
My husband has been getting a bill from afni for over a year and he could never remember having a bill from California for that amount. The full bill was $349.86 and we recieved a letter last week to settle for $100.00! The original bill was through Charter Communications, whom I have dealt with in the past. We are senior citizens and live on SS and can't keep paying these frauds. Acct.#[protected]
I want to say thank you for all of this insightful information! I just got a letter in the mail from this collection agency stating that I owed money to my neurosurgeon which I do owe but just found out a month ago that I was covered by worker's compensation thus they are paying all of my bills! They did not include a phone number so I called information for it & all it says is thank you for calling please leave your name account number & a agent will call you back. But the mailbox is too full to do so it keeps repeating the message. I have also contacted my neurosurgeon's office to find out what the deal is since I know for a fact my workers comp agent has called them over the last 3 weeks in regards to this bill and to get me another appointment!
This is a letter I wrote to the collection agency at 4200parkway drive Carrollton, TX.
From Ellis Covan
Swannanoa, NC
Greetings,
This is in respond to the phone call concerning a bill that Charter "Cable" SAYS that I owe.
Confirmation number is [protected].
I DON'T OWE this bill.
Here is what happened, I signed up with Charter for internet service ONLY.
All was ok for, I think about three months, Than a bill came for much more than it was suppose to be.
At that time I call their office and spoke with some lady, which did not know anything, But She did
tell me how much I was suppose to owe.
I asked her why the increase and I was told that they had changed my plan.
After I told her that they could not make any changes without me knowing and giving an OK.
She then switch me to another office then to another office.
I talked to three different ladies and each one told me different amounts and why the increased.
At that time I told them to come and disconnect the service
A few days later I came home and found the cable wire ripped up from where it was buried across my driveway, The wire ran down a pole on the far side of my house where the man that installed
the wire and left about 150 feet (50 feet would have been plenty) of wire on the ground.
I guess they get paid for the extra wire, I shorten the wire and buried it across my driveway and ran it to the house.
That day when I came home and found the wire ripped up and just running across the driveway,
Not cut at either end but left about two feet hanging above ground across the driveway.
I did owe $36 dollars and some change and I told the gentleman That I spoke with That I would Pay that amount If I could get a final bill stating that the $36+change was the final amount.
However, Thinking back to that day when I Had to stop my car and find a tool so that I could
cut the wire in order to get into my driveway, , I have decided That I would charge Charter Cable
That amount for the in convince they caused me.
I also think I will send a copy of this letter to the Better Business bureau and also contact
The utility commission and send them a copy also.
Is this any way to run a business? I think not.
Charter Cable can let the matter drop now or I will take further action.
Sincerely,
Ellis Coven
This letter was mailed 7/ 8/10
Collection Agency
4200 international parkway
Carrollton, TX
Att.
[protected] Client service
0 mins ago by Carole007 0 Votes
People wake up! These people and others like them buy accounts where the statue of limitations to collect on them has run out and hope that someone will be foolish enough to pay. They offer these settlements to give you the idea that you are saving money. They can't sue because the statue of limitation has already run out. I'm in NY and our limit is 6 years. If you pay even agree to an installment then the statue starts up again. Mine was a fraud case. It should have been taken care of in 1998.
Get a copy of your credit report to make sure that they are not on it. If they are contact the credit reporting agency and demand it be taken off because of the statue of limitations. I am an ex collector, I know that game. I just will not fall for it. Contact your attorney general and the FTC they need to be aware of these agencies.
People wake up! These people and others like them buy accounts where the statue of limitations to collect on them has run out and hope that someone will be foolish enough to pay. They offer these settlements to give you the idea that you are saving money. They can't sue because the statue of limitation has already run out. I'm in NY and our limit is 6 years. If you pay even agree to an installment then the statue starts up again. Mine was a fraud case. It should have been taken care of in 1998.
Get a copy of your credit report to make sure that they are not on it. If they are contact the credit reporting agency and demand it be taken off because of the statue of limitations. I am an ex collector, I know that game. I just will not fall for it. Contact your attorney general and the FTC they need to be aware of these agencies.
cancelled service, returned equipment now charging me for lost equipment
had service in 2001 and turned off for lack of payment. When they came to pick up the equipment about 6months to 1 year later, paid the balance and they picked up the equipment. Later checked my credit report and they are wrecking my credit with an equipment bill for over 1000.00 for 3 cable boxes. Found the paper work went to the office and showed them...
Read full review of Spectrum.com and 3 commentsthey're spreading cockroaches
On Tuesday, April 15, 2008 a Time Warner representative came to our home to install the digital telephone modem which would also provide our internet service.
My husband observed an insect walking on the modem box and asked what it was and the employee seemed dazed and confused.
After the installer left, my husband and I saw cockroach after cockroach emerge from the modem. We killed them as quickly as we could.
We have never seen roaches in our house before. Our house is free-standing and many yards away from neighbour homes.
I called Time Warner insisting that they come to remove the modem. The woman I spoke with insisted that I had to be wrong and that it was impossible for cockroaches to be in the modem. She refused my request that Time Warner come on the following day to remove and replace the offending modem, which housed a swarm of roaches.
We wrapped the modem up in plastic and duct tape.
On Saturday, April 19, 2008 when the representative came to replace the modem, we had arranged for a witness to be with us.
We took the modem to the front porch, removed the plastic bag, and a number of cockroach bodies fell out. The Time Warner worker agreed that modems sometimes came from other people’s homes and were reused. He suggested that the modem may have first been used in a contaminated home or that it was possible that the first installer may have had cockroaches in his truck.
In the meantime, cockroaches of all sizes and ages are in our home study. We try to kill them as we can. We would not have had this infestation were it not for the Time Warner modem.
The complaint has been investigated and resolved to the customer’s satisfaction.
This is so freaking funnny as hell.
Yeah TWC gets the bad wrap but what folks fail to realize is it is not easy to serve a city like say the size of San Antonio Texas with a million and a half people. I realize this is their job but anyone has to admit it wouldnt be an easy task to please all one million plus customers.
I have had time warner, direct tv and Att Uverse and I can honestly tell anyone the best was Direct Tv except they do not offer a good internet that is affordable. ATT is pretty good but their internet is more rliable but not as fast as TWC at all.
TWC without a doubt has the fastest internet at least in San Antonio Texas. They do have service issues but so does ATT especial ISP services the fact is the internet goes down sometimes and I know it makes all us so darn mad but it happens.
The one true complaint that I would have with TWC is the channel line up is so scattered out. I really miss Direct TV and Uverse for the ease in finding channels because they group like channels togehter so nicely especially Direct TV or Dish
As for the roaches, lol, oh well hey it happens when you have that many customers you have to reuse equipment to stay in business and make a profit. And in all fairness TWC and all companies do hire contractors there is no way to monitor where a modem has been. And OF COURSE it could have roaches in it, just as something you purchase from a garage sale or even store could have. That is why they have a service called exterminating pest control.
TWC is a very large company so yes they get lots of complaints of course. I like to compare to the old Linux verses Windows freaks.
What these Linux freaks fail to realize: OF course Linux doesnt get hacked or as many viruses as windows what Hacker in his right mind would want to hack an operating system that has 100 people using it compared to millions using Windows
Do not use Charter
I started my undesirable experience with this company after relocating to a new town and finding out they have no competitors, and if I wanted cable internet, they were my only choice. I had my ticket to be hooked up with internet & regular extended basic cable, and they somehow didn't know to hook up the internet, instead thinking I asked for digital cable. I had to call them back & wait on a different day to get internet finally hooked up, after finding out they didn't even put my ticket in right.
After moving to a new address again after 6 months, I had the now "old" account and the "new account". They were supposed to close my old account from the other place because for some reason they couldn't just transfer my service & not charge me a new hook-up fee. Further down the road about 3 months, I had been paying my bill online with the SAME login & password from my old account with no problems, and nothing went wrong until for some reason they decided all of a sudden to start my latest payment to my old account and not my new one. In the mean time they issued me a check from my old account, didn't inform me of anything, and I ended up with an overdue balance plus late fees on my new account. I have tried to get the late fee taken off for the principle of the whole argument, and yes, they said it was taken off, so I got my bill this month and the late fee wasn't taken off. I would call, but I never get anyone who speaks understandable English or knows what to actually do, like issue credit on my account for the late fee.
While on the phone with the customer service department to try to fix my bill, getting transferred to different people and getting cut off constantly and having to call back and explain everything over and over again, they kept trying to get me to switch to one of their new bundle offers that was 10$ a month less than what I was currently paying. I finally said I'd switch to their digital cable package. Now that I have the new digital service, my channels keep cutting out constantly, my on demand movies are all skippy & pixellated when I do order them to the point they are unwatchable. I would call customer service, but I suppose that's how they treat their customers is to have such terrible service you just give up trying to get anything done with them and they can have the time to think of new ways to add insult to injury to their remaining unfortunate customers.
I am a terribly dissatisfied customer and have been telling everyone I can NOT to use Charter if they can avoid them.
The complaint has been investigated and resolved to the customer’s satisfaction.
We have been having troubles with our email so we contacted charter who stated the accounts e mail was blocked do to sending to much mail, .we explained what happened and why ect. Then we were told be "Mike" Badge # 16927" that he will see the we dont send another email from this account, because we to make a new business account, The business dept said we will be able to send mail we just needed to send in copies of email we sent, we did so many many times, and after jumping through several hoops we still had not been able to send email... come to find out Mike had them put a permanent block on our mail... well Mike you just lost a customer and a vocal one that will let others know CHARTER FAILS at customer service. You may have heard 1 un-happy customer tells 10 who tell more who also tells more... I will tell many more than 10... i will post on blogs and talk about the poor customer service from charter on a daily bases... for a long time to come... Good Luck Charter you need it with that kind of customer service...
strange charges and other crap
When we moved here i found out that time warner was the only cable company available. We have dish network and like it, but we needed internet and a phone. The first time i called i was told they had to do a service availability request, and the csr saw that my neighbor has twc but they have to come anyway. It is supposed to take three days. A week later i call and get someone with an indian accent and is rude. He tells me not to call as it takes ten days for the service request.
Three days after that (A total of ten days) i call and talk to john. He tells me there has been no request put in. By the way he sounds like he is eating and out of breath which is not something i like to hear over the phone. So he puts in a new request and says to call back in about a week. Two days later the twc van pulls up in the driveway, i see him write something down, and he drives away. Ten minutes later i get an automated phone call from twc that says " service is available in your area, please press one to be connected. . . We have a special that ends on this date. . . Etc"
Excited, i call back and talk to a woman who informs me that the service request has not been completed, and it takes a few days for the tech to put it in the computer. When asked about the message, i was told it was an error.
Two weeks and many phone calls later, i get a call from john, who still sounded out of breath, and he said that (Surprise!) service is indeed available. So i set up the bundle for $99 for the cable, phone and internet. They were supposed to come out next tuesday (He called on a tuesday) between 8am and 12pm.
Ten minutes later, john calls back, and left a message that phone service was not available in my area, and that they would still honor the $29. 99 price for internet and cable. He also said he had a friday am appointment available, and if i wanted that then to call and reschedule.
I called back and talked to a woman to tell them i did not want to reschedule, she said fine, and that was that.
Friday at around 10am, i hear knocking. It is pouring rain out and i open the door to see a guy in all white, driving a plain white truck. He says in a very heavy spanish accent that his name is jose, he is time warner and he is here to install my cable. I tell him my appoinment is on tuesday and i am about to leave. He thanks me, and says i am doing him a favor since it is raining, and leaves. The next day i get a phone call from twc, saying the tech was unable to make contact with me and when do i want to reschedule.
I tell them i called and made sure my appt was tuesday, and i was told that it had indeed been changed to friday and the next available date was thursday.
Early thursday, jose shows back up, walks in and asks where i want the cable installed. We had dish cables running in the walls, so he assumed he could use those. I informed him that we were keeping those cables as i had paid for the next couple of months of dish, i want new lines run, and he was less than thrilled. He then tells me he will be drilling holes in my floor. I tell him we want them in the walls. He goes on a rampage about how i should have told them that when i made the appointment, that he didn't want to do it, and he wasn't qualified, and that it would take too long. And that it costs $40 per wall. He then walks out the door after fussing at me for my lack of something, and leaves.
My husband then calls twc. About five minutes after he leaves i get a call from a very nice southern woman from the local office. She asked what happened, then apologizes several times and says jose is one of the best techs and didn't know why he would say these things. I told her that i knew why. He is a subcontractor and gets paid per job, not per hour. She apoligized some more and told me they would make it right, and we would not be charged for the wall outlets since i had so much hassle, and was told intallation was free. (I asked when i set up the appointment if there would be any charges for installation, the modem, etc, and was told no it was all no charge)
A few minutes later two guys show up, who were very nice. Within an hour they had everything up and going. However there was a problem at the pole outside and was informed that someone would be coming out in a couple of days to fix it, and our cable would be fuzzy until then.
Fast forward a few weeks. I have had internet problems, cable problems, another visit from the nice techs, endless conversations with not so nice call center reps and am waiting now for them to come switch out a bad digital box. We were told that we would be credited for services since our box has been messing up for over a week. And i just got a bill for over $300 and haven't even had the service for a month! I have spent more time on the phone with them than using their services. If i had another provider i would not be with twc, but they are a monopoly in my area. What do i do?
I have had very similar problems and you are correct about the contractors; they do not even work for Time Warner and the one here to install the digital phone was here for 6 hrs. and it still did not get connected. The next day a Time Warner technician got it working. Here is my deal in a nutshell
1. bundle package would have saved me about 55 dollars per month because of the phone company charges; that is why I took the package.
2. I have a desktop and a laptop; when they connected the internet it only works on the laptop and told me I would have to buy a usb wireless internet adapter for my desktop which I did not have to do with the phone company but If I don't buy it they will charge me an extra $5 a month to use theirs.
They are using my own router but there are no charges removed for doing so.
3. I have had this for less than 3 weeks and it has been nothing but problems. today the 5th technician will be here because I have not had showtime for days.
I have already had a new modem put in by one technician, a new cable box, then because they wanted to put the digital phone modem close to the phone jack they put it upstairs instead of working on the ones downstairs because it might take a little more work in my opinion.
When I ordered this bundle I was not asked one question about my computers; whether they were desktop or laptops? Whether the os was Windows or Vista; absolutely nothing. So, this technician tells me I won't be able to use Vista with the RR e-mail, and of course the desktop would have to have the wireless adapter. Well, when I had the phone co. for dsl internet the modem sat on top of the desktop computer that has XP with my router on top of it so when I bought my new laptop with Vista which I did not have a choice because they had stopped putting xp on computers and put Vista instead. Anyway, I had no problem with the dsl and it worked on both computers. I have already received a bill even though they have given me a $20 credit due to the problems but that is not enough. They just keep saying, oh once everything is going right you will love it. I know this will sound funny to some but I have post traumatic stress syndrome and this does not help anything. I finally just broke down and cried one day for a couple of hours because nothing was going right, I was sick of calling customer service and I was definitely tired of the service in the Phillipines. One of their workers told me she could not understand me and I screamed back I did not understand her either. I have been so nice except for that time but I am at the end of my rope and if this is not fixed quick I may keep the cable because I have no choice here but I will go back to the phone company. I would never recommend anything that time warner offers to anyone. Sorry this is so long but it helps to talk about it.
Thanks
The two time warner technicians have had nothing good to say about the contracting installers because they do not know as much so hire more trained people instead of trying to get away with installers that don't know that much and then technicians have to come out anyway and fix the problem; talk about economy. This cannot be economical for anyone.
terrible experience!
I made an appt for repair of my cable. I called a month ago for this problem and they said by sending a new signal and me doing the turn off and reloading it would be cured. Well it still had a problem. Called to set up an appt. yes five day wait. Saturday morning from 8-12pm. On Friday night during dinner i had a computer call to remind me. I pushed the #1 to say I knew I had my appt. At 8:00am another computer call comes and wakes me up to confirm the appt. Now after a bad nights sleep i am up at 8:00 am. At 12:00 i call time warner and they tell me that the repair man was here and called my number and it was busy and he left. Now does that make sense. If I was on my phone why not ring my door and come for your appt. I don't buy that he was here . This is a way to cut down on service calls. I had to make another appt for Wed from 12-4. I told them no calls no wake ups or I am into direct tv. Why do we put up with these lousy services and pay through the nose.This is only one what TW avoids making a service call.
I just spent from 400am until 320pm correcting my own issue, apparently time warner feels as through their customers should figure out their own issues, even if its on Time Warner end. Waking up this morning my internet was out, after troubleshooting the moterm, I asked if it could be an outage, they said no. Hours later 230pm and a drive 10 min to get another moterm, heres comes a TW repair man at the pole. Receieved a number of complaints their was an outage. WOW really, spent my whole day trying to fix something they told me wasnt wrong, they were so nice though, issued me a 300 credit for the trouble. and told me why would I be up that early anyways, didnt know I had time limits on when I could use my service. I spent 300 in gas to get the new moterm I didnt need. Time Warner we need to boycott you, maybe then you will treat your clients like Verizon, who understands what true customer service is...IDIOTS
Same deal here in Erie, Pa, only we had to wait EIGHT DAYS for technician to get here! We have had so many problems with our cable and internet that I have saved them for the whole year and am sending them ALL into the FCC and the State Attorney General's Office and the Better Business Bureau. Something has GOT TO BE DONE!
This is common for our Techs. They are given "points" for each job, representing how much time the job takes. They must complete "X" number of points per day, for quota.
If a tech falls behind, ( maybe a rookie or just doesn't know what he is doing ! They have high turnover, and will hire anyone! ) By saying he went to the call and no-one was home, he still gets the points towards quota.
I have had techs for service calls at MY house, on a dead end street pull this. Mind you, I watched their progress and open calls on my laptop VPN. I saw them leave the prior call, on the system. I was sitting in my front yard the whole time... 1 Hour later the tech closed the call, saying their was nobody home. He NEVER even came down the street, and he didn't call !
I called dispatch directly and they said he was booked up solid for the rest of the day...
This is very typical, is done every day and is a total lie to the customers.
If they try and pull this with you, contact:
Executive Customer Care number is [protected].
Jeff Simmermon
Let them know this is NOT acceptable.
I hear you. I too mad an appointment for an ongoing problem Pixels problems and picture freezing up as if you paused it. We got an appointment for xmas eve between 1-4. Well at 4 I called and she said according to their records he's outside our house now and has been since 3:31. Unless he's invisible no one was there. I asked the rep if there was a way she could call and see if he's at the right address. She could not and put in a return call. I inquired as to the time they close (b/c it was xmas eve after all) and she informed me 7. I said really and she said yes. She said he should be by around 5. I called back and 5 and spoke with yet another rep. I explained my situation and she called dispatch. Well she told me that the dispatch informed her that the tech stopped by and we weren't home. Well I blew up and said "What" I was home the whole time. That that was full of ...just lies. Sho he then said since a return call was placed the tech had till 7 to return. I vented more and apologized to her as it wasn't her fault. I told my husband and he called back around 30 min later and get this, he was told they are now closed and we have to reschedule. I went balistic. Asked for supervisors name, name of the tech who lied...etc etc. Needless to say not much can be done. I will be calling first thing Friday morning and complain to some higher up, already written an email and will follow up with a letter too. Not that I expect anything to happen. I did suggest they do like the mailman, UPS where they leave a note saying they stopped by to prove that they stopped by.
Lousy service and email
Charter Internet is awful!
Charter Internet has the worst online email I have ever experienced. More frequently I cannot log into the service when I try. Sending email from their web interface is pointless, since their javascript-based interface usually fails to initialize and just shows an error message. Also, with all the money I'm spending per month, I have to watch their crappy advertising that they place alongside every email.
Now, adding more insults, users are being forced to log in through Charter's home page, laden with annoying ads and news.
We are now switching to gmail accounts. When we have gotten pretty confident that everyone who we email is now using or at least aware of those accounts, we're pulling the plug on Charter and getting a different, and less expensive ISP.
The complaint has been investigated and resolved to the customer’s satisfaction.
poor customer service!
I am so sick and tired of twc and their consistent poor customer service. The only reason that we keep the service is because they are the only company that can offer high speed internet service for my husband's work at home business. Our cable and high speed internet service went out at approximately 11 pm on 3/4/08 due to a rain storm. At 7:00 am I placed my first call of five calls to report the outage. I spent 20 minutes on hold waiting for someone to answer the phone after going through the useless prompts. Finally, the system incorrectly routes me to the business section even though we have residential service. I'm not going to bore everyone with the details of my 5 phone calls... Repeatedly routed to the wrong section, they gave me telephone numbers for the residential section that came up as invalid phone numbers, not being able to come out until saturday five days later to fix the problem. My favorite call is the 3rd phone call where the representative argued with me that because they didn't show an outage in their system that there was no outage and told me my service worked. The bottom line is during call 5, I got so angry that I asked for a supervisor and threatened to cancel the service if they didn't come out to fix same day the problem. Lo and behold, magically an appointment comes up same day and they came out 2 hours later. What a bunch of [censored]es!
I am so angry that they can get away with this but more angry that we can't switch this service. Talking to my neighbors who also lost service in the storm who got treated the same way makes me even angrier.
What the hell are we spending $100 a month for?
The first opportunity that we have to switch service we are gone.
I find it not only disrespectful, but greedy and malicious to say that your extreme internet capabilities that you've promised to run all my devices; to not only not be able to run multiple devices. But can't even run one device in hd.
To watch anything with this extremely expensive, "extreme internet, " I have to lower the quality as far as possible for it not to lag.
I'm extremely angry.
the "more" family has to be among the most annoying things I've seen... and it seems to run every 30 seconds on every station (broadcast and cable) in the NY metro market.
I have had TW for years. I was so fed up with constant price hikes that I dropped TWC cable vision over 1 year ago. I still have internet service as of now but today it took me an hour to find the local number and location where I can return my modem (I bought my own). I had to get on a telephone tree ( even though I was redirected after calling a local umber) and EVENTUALLY talked with someone in Mexico that gave me the hours. As soon as another dependable internet service provider comes through my neighborhood, I am going to drop TWC internet (like a hot potato) also!
My suggestion to anyone: DO NOT SUBSCRIBE TO ANY TWC SERVICES!
( I sincerely hope that someone at TW sees this message)!
Consumer's Original Complaint :
3 Days 3 appointments and 12 Reschedules
I have had Time Warner Cable for 14 years at this address, for the past 2 years I have had only road runner was going to come back to Time Warner from DTV the only problem is I have had 3 days worth of appointments and the dispatch and tech departments have done everything not to get my cable up and running, the first day came out and the tech said it was too dark that is because over 2 hours late, the second day was supposed to be the first customer and they bumped me all day long until they could not reach the tech, I am sorry we will have to reschedule, now third day they said the tech called which he did not I have been up since 6am waiting I finally called when they missed another appointment, I am getting the run around all I wanted was for them to connect my cable
Consumer's Desired Resolution:
I have lost 3 days of work just while Time Warner Dispatch department just pushes back scheduled appointments, and does not show up. On the 31st was told my appointment would be first thing in the morning because they could not fix the problem in the dark the day before because they were 2 hours late to the appointment, on the 31st they called me one time to tell me that they were running behind was supposed to be the first install and continued to get pushed later and later I was the one having to contact them they would not call me. About 9pm they said they can't get ahold of the tech and they would have to reschedule 2nd day rescheduled now on the third day was supposed to be the first install again on the Jan 1st called them after they missed the appointment, they said the tech called 2 times which they did not I have been up since 6am waiting on the call this company has no care for their customers time, and absolutely no customer appreciation
This was just my report to the BBB. It does get worse over the past 3 days I have spent over 5 hours on the phone with TW. Today was the 1st they were supposed to arrive this morning from 8-9 when I called customer support they said the Tech called and there was no answer that being an all out lie due to the fact I was waiting by the phone since 6:30 in the morning when it was 8:45 I decided to call and see what was up that is when they told me that we will have someone call you but they will be out today. The hours rolled by still no call, called back again even talked to the supervisor still no help. The famous quote "They will call you" who is they and why can't you fix this right now? This went on all day. Finally when TW cut off time 8pm arrived I called back the system stated my scheduled appointment was now on Fri 3rd, no one called me to let me know anything so now I have waited 3 days all of which were scheduled appointments. No one calls to let me know they can't make it, no one calls to say hey we changed your appointment.
The Kicker when I had the computer transfer me to a person this person said, NO when you called in on the 28th we had scheduled you for Fri the 3. Tried to say they had no record of any conversation with me at any time. As you could assume I am livid, she finally finds the 20 pages of missing notes on the account to account for the past 3 days of postpone and 2 of those days "yea we know it's scheduled but we don't feel your time is valuable, we don't even have to call you" attitude.
NEEDLESS TO SAY IF YOU DON'T READ MY ACCOUNT I STILL HAVE NO CABLE, TWC CUSTOMER SERVICE IS HORRIBLE, AND I HOPE IF YOU DO GET AN APPOINTMENT YOU BETTER BE A NEW CUSTOMER. WHY? YOU ASK! BECAUSE THEY COULD CARE LESS ABOUT THEIR CUSTOMERS THAT ALREADY HAVE OR HAD SERVICE WITH THEM! TAKE MY WARNING GET ANOTHER CARRIER. NO COMPANY ON THIS PLANET IS WORSE THAN THE COMPANY. TWC. P.S. I HAVE NEVER WRITTEN A PRODUCT REVIEW OR DO I MAKE COMMENTS LIKE THIS. NORMALY I WOULD BLOW IT OFF, BUT THIS COMPANY IS THAT EXCEPTION CUSTOMER BEWARE
twc is a very poorly run company with virtually no competition in raleigh. their customer service is brutal!
25th of Jun, 2012 by Mario Duque
I have had TWC cable tv, Internet and phone. I have had numerous problems with the monthly bill. A year ago I realized that the bill consistently changed every month by 3, 4, 5 dollars or more. Their explanation was that the taxes kept changing. Absolutely not the truth. I finally talked to a billing person and we outlined every charge, month by month for the entire year. The result was that they had billed me incorrectly (adding imaginary charges) every month. Now, the worse problem is that the transmission of TV, regular or HD, breaks down. The picture and sound stops. It 'freezes' for 4 or 5 seconds and then continues after you lost whatever happened in that interval. I hav been complaining since March 23, 2012. Today is June 26, 2012 and the problem continues. I have talked to 2 different technical supervisors, I wrote to TWC CEO, e-mail to the Manager of maintenance, and the problem has not been corrected. By their own admission, they have no idea what the problem is. The last request from TWC is that I call a Maintenance Supervisor, on his cell phone, as soon as I see problem on my TV. I am not feeling very confident that the problem is going to be resolved. I will be looking for another company for my TV, internet services.
I totally agree with most of the complaints I have seen here! I ordered Time Warner Cable for two reasons Time Warner claimed to have the fastest speeds in this area and the apartment I moved into had free cable TV with HBO and Showtime. When I finally moved here the apartment complex came with Time Warner Cable pre wired with free HBO and Showtime. It took Time Warner two weeks to turn on the HBO and Showtime. Customer service was courteous each time I called. The first time the customer service agent said that cable was an issue the apartment complex had to deal with. The second time the customer service agent said it was a local agent’s job and the third time I called the customer service agent took care of the issue. Internet speeds are junk. I pay more for 1Mbs up and 15 down, the fastest speeds for residential use, with speed boost. My actual speeds are, .488Mbs up and 18Mbs down (according to speedtest.net). Therefore, I am getting speeds that are offered for half the cost. My phone line rings off the hook with ADT and other security companies offering me their services. This started 24 hours after Time Warner installed my phone lines. These people know all the information I gave to Time Warner when signing up even though I have an unlisted phone number and I have recently joined the national do not call list. All-in-all Time Warner are crooks. They have the capability to run much faster lines but have it dialed way down for some unknown reason. Oh, and as for the free cable I get more pixel scatters and snowy screens than any other service I have ever had from any other state and I have their box!
Time Warner is the worst run company on the face of the planet. I have HAD to have Time Warner for internet connection for YEARS b/c in this part of NC...it is a monopoly, there is literally NO OTHER high speed internet company around! period! so the choice to "choose" TW was never even offered...but that was just the beginning...
The first day of my "service" started 11 days after I made the appointment...and then when the "installation professionals" arrived (3.5 hours late) they laid flat on the ground and talked to each other about their tomato gardens and herb gardens they had at home while taking an hour and a half to "try" and get my connection going...they couldn't even remember how to do it! after almost 2 hours of their awkward small talk...i could not take it any longer! i had to grab my computer away from them and DO IT MYSELF! people...i could not make this stuff up if i tried! i was so offended...but what are you going to do? I'm a full-time grad student who works a full-time job and internet connection is a MUST! i am almost tempted to start my own internet company and steal all the disgruntled TW customers right out from underneath their noses b/c i have YET to meet anyone in this area that is actually happy with TW "service(s)". I pay $100 for the "fastest hi-speed internet" available...and yet EVERY day like clockwork from 11am-2pm and from 5-7 pm the internet connection "times out" and b/c i have a brand new computer...it automatically chooses another wi-fi router in my area to connect me with and the only "unlocked" router has just 2 bars of signal and is EXTREMELY faster than the so-called fastest roadrunner? is this what i pay for!?!
F&%# TIME WARNER!
I myself have had so many joyous phone calls with TimeWarner's brilliant (and I say that in a joking manner) Customer Services Reps. The one that takes all happend just last night...I had given them permission on 12/17/10 to post date a check draft from my account on 12/24/10 (my payday) due to I did not have the funds available for the Bill until then. They guaranteed me that they would not deduct the charge until 12/24/10. Needless to say, my bank account shows it being deducted on 12/20/10 and when I call in to the rep I am told oh they did not deduct that today, they deducted that on 12/17/10. Then proceeded to tell me that they had not deducted any amount (after telling me they did) and that my bank must have made an error...I continued by telling him that I was looking at my computer screen and that it clearly showed my account on 12/20/10 had a Timewarner bank draft for 198.00 and that on my split screen I also was viewing my timewarner account which showed payment received of 198.00. At that time he continued to tell me my bank had made an error. I questioned him on how my bank would know I owed Timewarner exactly 198.00 and would conveniently take that out, note it was time warner draft and then go into Timewarners computer and mark payment rcvd for said 198.00. This brilliant rep immediately apoligizes and tells me yes he sees where I made a check payment on the phone on 12/17/10...HELLO, what the H*** is wrong with this company and the people they hire. I asked for the Corporate headquarters phone number and was given my local branches number and then cut off. I have never. So, I filed a complaint w/the BBB but that will not get me back my overdraft fees on my account along with the outstanding check I have for my son's daycare that if it goes thru before Friday will bounce due to the $ in there to cover it was so nicely drafted out ahead of schedule from Timewarner.
Needless to say, after we get throught the Holidays...We will be switching to Direct TV
I have had TWC for 15 years and have never had the issues that I have here in NC. I moved into a new home in May of this year and called to get my service transferd from my old home. Insted of putting in for a transfer they put in for a disconect and reconect at the new address, not only that they put me in for the wrong date so they disconected my cable at the old house 4 days befor i moved out! They charged me for a disconect fee and 2 reconnect fees for there screw up! As i call to get this fixed with my bill I was told that sence they disconected my cable from my old address I can no longer get the package deal that originaly had becuase they dont offer that package anymore! So how is that my fualt and why should I have to pay out the nose for there screw up? I also get the MLB package and made a double payment in MAY, June and July here it is August and I am being charged again for MLB! I payed it off in JULY! Sence I have moved every month I get a bill I have to call becuase I am overcharged for either cable or mlb, EVERY MONTH and I have spoken to a different person every time, and they all say THIS SOULD BE FIXED ON THE NEXT BILL! Needless to say its not, so as my next bill comes in September I assure you I will be on the phone with someone else to "FIX" there SCREW UP! Once baseball is over I will be changing over to Dish! I would not recomend TWC to anyone moving to Raleigh, NC they just have crappy service all around!
customer no-service!
Leon (Sun Mar 2 14:51:38 EST 2008)>Re Rachel Elam, 7323 Anaca point road.I want to register a formal complaint for the service I have received in Wilmington. I switched to you for digital phone and road runner on 2/05/08. Installation was delayed over a week past the scheduled time, no real problem, After about a week the phone went out and was resolved over the phone, again ok except for over 45 minutes of my cell phone time, mostly on hold. Then on Wed night 2/27/09, the phone and road runner both went out and was reported to you on Thursday am. After another 30-40 minutes of cell phone time, it was decided you would have to send a service man out. He came out Friday AM, and spent about 1 1 /2 hours inside and could not find the problem. He said the problem is in the line on the pole, so someone would be out later in the day to fix it. Now it's Sunday. I called your customer no-service line and again spent another 40 minutes of my cell time again. I was told they would send out a lineman out today to fix it. I gave them my cell phone number to call (since I don't have a home phone). Shortly after I called, my wife saw a truck in our driveway, He sat there for a short time, then drove away without even getting out of the truck
Bottom line is: I have over two hours in cell charges, A total waste of my time Friday waiting on service, No telephone or internet service since last Wednesday. Another waste of time today. I WON'T CALL YOU AGAIN. IF IT IS NOT FIXED TODAY, I WILL BE SWITCHING BACK TO MY FORMER PROVIDER. Which by the way, I only had one outage with them over a 10 year period and it was resolved the same day.
Leon Elamint Road, Wilmington, NC 28411 phone # [protected].
Leon (Sun Mar 2 14:51:40 EST 2008)>Re Rachel Elam, 7323 Anaca PoI want to register a formal complaint for the service I have received in Wilmington. I switched to you for digital phone and road runner on 2/05/08. Installation was delayed over a week past the scheduled time, no real problem, After about a week the phone went out and was resolved over the phone, again ok except for over 45 minutes of my cell phone time, mostly on hold. Then on Wed night 2/27/09, the phone and road runner both went out and was reported to you on Thursday am. After another 30-40 minutes of cell phone time, it was decided you would have to send a service man out. He came out Friday AM, and spent about 1 1 /2 hours inside and could not find the problem. He said the problem is in the line on the pole, so someone would be out later in the day to fix it. Now it's Sunday. I called your customer no-service line and again spent another 40 minutes of my cell time again. I was told they would send out a lineman out today to fix it. I gave them my cell phone number to call (since I don't have a home phone). Shortly after I called, my wife saw a truck in our driveway, He sat there for a short time, then drove away without even getting out of the truck
Bottom line is: I have over two hours in cell charges, A total waste of my time Friday waiting on service, No telephone or internet service since last Wednesday. Another waste of time today. I WON'T CALL YOU AGAIN. IF IT IS NOT FIXED TODAY, I WILL BE SWITCHING BACK TO MY FORMER PROVIDER. Which by the way, I only had one outage with them over a 10 year period and it was resolved the same day.
Leon Elamint Road, Wilmington, NC 28411 phone # [protected].
Leon (Sun Mar 2 14:52:14 EST 2008)>I want to register a formal complaint for the service I have received in Wilmington. I switched to you for digital phone and road runner on 2/05/08. Installation was delayed over a week past the scheduled time, no real problem, After about a week the phone went out and was resolved over the phone, again ok except for over 45 minutes of my cell phone time, mostly on hold. Then on Wed night 2/27/09, the phone and road runner both went out and was reported to you on Thursday am. After another 30-40 minutes of cell phone time, it was decided you would have to send a service man out. He came out Friday AM, and spent about 1 1 /2 hours inside and could not find the problem. He said the problem is in the line on the pole, so someone would be out later in the day to fix it. Now it's Sunday. I called your customer no-service line and again spent another 40 minutes of my cell time again. I was told they would send out a lineman out today to fix it. I gave them my cell phone number to call (since I don't have a home phone). Shortly after I called, my wife saw a truck in our driveway, He sat there for a short time, then drove away without even getting out of the truck
Bottom line is: I have over two hours in cell charges, A total waste of my time Friday waiting on service, No telephone or internet service since last Wednesday. Another waste of time today. I WON'T CALL YOU AGAIN. IF IT IS NOT FIXED TODAY, I WILL BE SWITCHING BACK TO MY FORMER PROVIDER. Which by the way, I only had one outage with them over a 10 year period and it was resolved the same day.
Leon Elam.
harassing advertising phone calls!
I've been receiving automated advertisement calls from Time Warner for over a year. The caller ID says Time Warner and the number is [protected]. I've made dozens of calls to their central office([protected]) and each time they promise to remove my number from their calling system. And two weeks later I receive calls again... they system hangs up on you if no one is there to answer when you pick up. The last 5 months I have pitched a fit on the phone in their customer service and insist on a managers manager. The last time I spoke with Customer Service manager Sheila who promised to get back to me with a letter documentation and phone call of promised resolution. To no surprise, I never heard back and the calls continue. I left a message with Sheila last week and my call wasn't returned. Monday I will be calling a lawyer! This is ridiculous. I am on a DO NOT call registry. I've reported them but I have Time Warner service because there are not other high speed options. I've even changed my phone number with them to be my work number. I did that months ago.. Yet the harassing calls continue. I was home sick with the flu trying to get some sleep only to be woken by their automated system as it hung up on me. It's time to sue the incompetent and inconsiderate ###. I hate the cable monopoly. Why aren't there other options...
The complaint has been investigated and resolved to the customer’s satisfaction.
time warner is overcharging on phone serves
I am having serious mental issues and anguish with Time Warner Cable. Not only were they dishonest but they call about 2-3 times a day harassing me asking me when I am going to continue services with them.. I have asked numerous times to be on the do not call list, I have serval do not call confirmation numbers, and I keep getting the run around from the employes of this horrible company.
I was told that I would receive a triple play package the next week of, oh wait I was promised by a lady named Hannah, and she swore up and down it would not BE OVER $100... Now the next day we look at our bill, $118, not a problem right? Wrong, we overdrafted 30 extra dollars due to their error in not telling us the right amount. Hence, we called and canceled, was reassured our money would be refunded in 3-5 business days. 3-5 business days passed, constant calling on their part asking me when I would get services installed. Needless to say, we never got refunded, so we called and turns out they did not refund the money, BUT promised again we would receive it by Christmas Eve... GOod, enough time to get gifts for family, , .. Well we lied to agAIN, and again, 4 different times, receiving numerous confirmation numbers, promises, and harassment calls. PLEASE GIVE US OUR MONEY BACK TIME WARNER CABLE AND STOP GIVING ME ANXIETY AND STRESS OVER THIS SITUATION.. It Looks bad on your company to take money and still harass customers... I will never ever recommend their services to anyone unless they specifically want horrible customer service. Please be aware of their fork like tongue and all their fake promises..
I also agree with you! I moved and decided to bundle with my AT&T service to save money. I explained on the phone while disconnecting from Time Warner why I was disconnecting and spoke to three different people and they all tried to convince me to change my service even when I said I would not keep it! Their installation fees are ridiculous and the men to set it up were always late (and I never received the promised fee refund if they were late). Today, the day after disconnecting, I received 8 phone calls starting at 9:30 A.M. from them. When I answered the first call the woman said they would continue to call unless I returned the modem or re-started service. I have a full week to return the modem and I've been busy moving! They continued to call until 6 P.M. leaving 7 blank voicemails. Isn't this harassment to get a past customer to start their service again? It just makes me to never use them again, even if I have to pay for a wireless broadband card.
I have had a similar thing happen to you. First, let me quote about from the Federal Trade Commission:
"One caveat: if a consumer asks a company not to call, the company may not call, even if there is an established business relationship. Indeed, a company may not call a consumer - regardless of whether the consumer's number is on the registry - if the consumer has asked to be put on the company's own do not call list."
(Taken from: https://www.donotcall.gov/faq/faqbusiness.aspx#who )
Therefore I would write via registered mail to Time Warner in writing quoting the above section from The Federal Trade Commission's Do Not Call List that you have a right to ask them to not share your number or call about "special offers" from Time Warner. Give them thirty days when you receive the letter, and if they still continue I definitely would talk to a lawyer and/or the FTC.
no phone service, no dial tone
Have had no phone service all day, when connected to tech. site provided by TimeWarner via the internet, I was told no less than 5 times, that no tech. was available to help me. So, then why does the site exist ? It is Saturday, 02/23/2008, but TimeWarner states that 24 hr. help, 7 days a week is available. I have sent no less than 3 messages to a online help site, and now for 11 hrs., I have yet to receive any acknlowledgement of any of my messages. It is so frustrating to try to get help with TimeWarner, with waits of up to 1 hour via telephone and then put in touch with an agent who has no idea of what he or she is doing, and managers who can't help either. Signing up with bundle packages with set fees, then to get a bill that doubles the advertised package.
bad customer service, bad picture quality!
Charter cable have bad service both in picture quality and customer service. We are switching from Direct TV to Charter Cable because they were offering the Cable TV, Internet and Phone service bundle. It's cheaper by $10.00 from our previous providers combined. Very bad decision. First, when they installed, they used Direct TV's existing cable that goe...
Read full review of Spectrum.comScam policy!
I applied for Roadrunner and was very pleased at the expertise of the company in signing me up for service, BUT... When the day came for the Tech. to come to my house it was a know show. Even though they had two ways to notify me by phone and also the fact that I was at home waiting after taking unpaid time off from work, I was not notified of their cancellation. When I tried to contact them for a reason I found it almost impossible. I tried Chat, E-mail, phone calls etc. until I acted as if I was a new customer calling about newer service. When I talked with a rep. I was informed that they I tried to call me but I was not Home. BULL! Also that there would be a $37 installation fee. I had been told this was free. After complaining about this the charge was easily dropped. Glad I complained! Now I have to be home between 8 AM & 8 PM on Sat. to get my service. Best they could do she said... If I had not spent $80 on a required modem I would stick with DSL. I am truly disappointed and skeptical now. I was thinking about Cable TV, BUT...
poor service!
We have had issues with our service from them for at least two years! We have made numerous calls, sometimes two and three times a week. The problem still is not fixed, and when you call them, you get the run around. You are not put to a supervisor that will take care of the problem, nor do they call when they say they're going to call. As of right now I am paying for phone services that aren't even working! they were supposed to call 30 mins. before they came out to fix it, and they did not call so that I could be there! They refused to get someone out tonight to fix the problem that started three days ago when a feature started not working right! Seeing how I cannot call them from my home phone because it is not working, I actually had to pay to call them from a pre-paid cellular phone! This is un acceptable for a company this large, who makes it out to be that they are the best, when they cannot even fix a problem that has been going on for two years. They expect us to pay the bill, but they are not holding up to get the problem fixed. A supervisor has even went as far as saying that she was going to disconnect our service because they are too lazy to get it fixed correctly! Yet when the technicians do come out they tell us there is a problem and the company is ignoring it!
overcharge, rate increase for no reason!
In June 2007, I signed up for the Digital Phone Service that Time Warner offers. At the time of ordering, I already had the cable TV and roadrunner service. I had seen an ad on TV for the “bundle” package. AT&T was doing the same type of deal, but I already had 2 of the 3 services needed with Time Warner. The price for this was to be $99.99.
The gentleman on the phone at the time told me there would be additional charges besides the $99.99 because we have DVR service and TWO cable boxes. I was fine with this and ordered the service. I typically pay my bill by phone and know what the amount is. Unfortunately, I trusted their billing and never looked at the detailed bill until recently. I was never charged only $99.99, they have been charged me $114.99 the first couple of months, and then in September, for no reason or notice, raised it to $119.99 every month thereafter. I called them today, 1/23/08 about being overcharged.
The man I spoke with told me that he couldn’t do anything about the overcharge from $99.99 to $114.99 but he could credit the $119.99 down to $114.99. He said, “I don’t know why the rate changed all of a sudden.” This situation tells me that I was lied to in the beginning about the $99.99 just to get my business and they raise your bill slowly but surely to get more out of you.
They did credit $25.00 (not the tax on it, although I know it would be minimal) but simply said I was sorry out of luck on the other. This is very frustrating because every time I have a technical problem I sit on hold for at least 30 minutes (I am dead serious), but to sign up for service, your connected immediately.
Bottom line, the service is lousy, and now they are doing the old “bait and switch” and then raising rates without even telling me.
poor service, missed appointments & idiot service man
We have had Charter for a little over a year. We signed up for their phone/internet/cable bundle for $99.95 per month. My advice to you: DON'T DO IT!
The entire time we have had their service, both the phone and internet consistently go down. When I call, they tell me to reset the main modem. Then they tell me that they can not get a signal for the modem and that the modem is bad and needs to be replaced. They set up an appointment for a tech to come out; sometimes he shows, mostly he doesn't. I spend the whole day waiting for someone who never shows up! When I call to tell them no one came, they give me the run-around and set a new appointment. Now I have to wait again for someone who may or may not show up.
When the tech gets here, he asks me what he's here for and how to fix it. If I knew how to fix the problem, I wouldn't have called it in! He's a jerk and rude while he's here. Finally, he tells me there is nothing wrong and that he will NOT replace the modem even though that's one of the reasons he's here!
They sent this idiot to my house more than 4 times! I finally told them to not send him again otherwise I would send him away. Thank goodness they've gotten THAT part right!
As if a year of this wasn't enough, right before Christmas, they disconnected my internet! I called to ask them why and they told me that I haven't been paying my bill. That's funny considering I have the past bills and the cancelled checks to prove it! Not to mention the fact that they told me there was no past due balance! They did not disconnect the cable or the phone; just the internet.
Oh yeah. The bundle was for a year, but they started charging me full price for everything before the year was up. Their response: OH WELL!
Charter is a joke and a big waste of time. If the offer sounds good to you, don't do it! You'll be sorry!
I can't wait until AT&T has high speed internet in my area...
Im dealing with the same exact issue - did you ever get resolution? SAME EXACT STORY HERE!
Charter.tech came and installed Digido so I could use my Ipod with WI-FI whatever that is..Tech was interested other things and very little with the install. The next day when I started my pc I get this Digido is not working and to close the program, which I need to do everytime is I start using my pc. I called to report this and I get that old woman that you haft to shout at to what you want and then you haft to repeat it over to her..I went to chat and told my problem and she gives me a number to call about this. I call and get this fool that you cannot understand and told him about this. His respondence is that it in my pc, not with charter..What a group idiots..I time will be up in Nov. this year and I am for sure going to get rid of them for everything. I wished now that I had not got their service bundle full of lies, but it will not happen again. So now I have a program that does not work and charged a high fee to do it.
6/28/2010
In the history of my account I have willingly accepted every recommended upgrade and device you have offered to optimize services here. I am a contractor and often my bosses require me to work from home. I have had multiple techs come out and review the set up in my home, at my pole, and see all of my devices.
To date I am not receiving even half of the offered services. I was notified today that my equipment that I rent from you was not able to support the upgrades you sold me and was never told this at the time of the upgrade offers.
I have two ongoing and constant issues with services. Charter has ONE MAJOR ISSUE regarding services.
My issue:
1. Connections- After it rains, I always have to call in and get someone to help us get back on line. We try resetting things but, it doesn’t work. We have phone with you as well and it also is offline not just the internet.
2. Speed- I HAVE NEVER received the speed at the level you sell me. I have paid for your installs, for your equipment, for better lines and every concoction you have offered and have come to expect subpar services. Which brings me to the major issue of Charter:
3. COMMUNICATION- I call in and tell someone about my issues and you can seem to get me connected but, can never seem to get me up to par on speeds. The customer service group and the technicians do not tell the same information or provide a string of understanding for me as a customer.
I was told TODAY by the customer service tech my current device can provide a guaranteed 16mg speed.
I told the CSR I am not even getting that speed.
She tells me that I need to get a modem upgrade.
I learn from the tech the modem upgrade downgrades me in fact because I will have to be wireless at my own expense.
I learn from my tech that from the pole hardwired in I can only get up to 14m which is more than I have ever maintained.
He tells me that the only way to go to 16mg is to maybe go hardwired on that device that I have now.
The CSR says I will get 16mg and can even get more on the device I have now.
The CSR says I am to call in every time my speed is a problem.
The calls last long and just like today, the problem is not resolved.
I would not recommend Charter, I do not think Charter is a fair company.
I should have been told every time I was upgraded what I should expect, how to test it, and how to resolve it. That message should be the same regardless of who I talk to.
I had to find my own speed test and was never told by Charter how to measure the speed.
I had to wait 3 weeks for a tech from the time I last called.
The notes listed on my account are often incomplete and then the CSR will say this is all I show. I am held hostage to those records but cannot contribute to them nor am I able to audit them or sign off the requested work.
I do not know how refunds are calculated.
I am not given any information that leads to a measurable process.
MOST OF ALL if I do not red flag a service issue, you do not monitor the services. If I say I have been sluggish I am reprimanded for not calling in. I call in and my time is wasted and issues are not resolved.
I do not have optimal speed. A tech left my house without my speed issue addressed. The CSR talked over me and did not tell me how the issue would be resolved.
I see the solution as so very concrete.
Sell a service. Explain it to the customer. Show them how to monitor and measure it for accuracy. Show them how to post a recorded complaint that they can put into their words so if and when discrepancies arrive it is their own words and writing.
If you offer a service with new technologies then realize the customer will begin to migrate to those IE: Wireless. If you offer more speed do not offer it unless you offer it WITH the new technologies.
If it is optional to have wireless, make a customer sign or validate they were aware of it.
Because Charter can bring high speeds, offer wireless, and bundle services; you should implement steps of agreements so the client validates they understand these services.
You are cheating so many when you use their service calls as a chance to upgrade and do not make the salesperson accountable. That person who is paid commission to sell that service is not going to blunder the deal by telling the customer the constraints.
If you sell a service IE speed increases and do not tell a customer how to measure it; how can you place the responsibility on the customer to tell you that it is not up to speed?
I want a full review of this complaint.
I feel I deserve a refund for services from the 2009 upgrade to date on services and a refund for the equipment rental fees.
I feel like you should put it back in your lap to get me the speed and technologies and services I want and do it in a way you can measure it and I can measure it as well.
I do not find the way Charter is currently operating to be reputable or customer oriented.
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You might want to try using more than one paragraph next time, too :)
You MUST deal with TimeWarner in writing. Do NOT rely on phone calls or email.
You MUST deal with TimeWarner in writing.
You MUST deal with TimeWarner in WRITING.
If TimeWarner were a person it would best be described as a pathological liar: They will say one thing and do whatever is most convenient for them.
Follow EACH phone conversation with a snail-mail summary of your conversation to the place you send your bills. Include your name, address, and account number.
I have made a hobby out of rescuing people from TimeWarner. They screwed me out of $1000 so I plan to cost them orders of magnitude more in customer loss.
Send ALL letters to "the office of the president" for your territory.
If you continue to be defrauded by TWC file a FORMAL complaint with the "Public Utilities Commission"
...
remember you CAN also sue them in small claims court. In most jurisdictions the filing fee is about $60. WHEN you win your case you will recoup this investment.
I recovered most of my money from TWC and you can too. I have since upgraded to FIOS. I hope it is available in your area. :)