Charter Communications Customer Service Issues

We are experiencing problems with the cable after the internet installation today. We were informed that only preexisting cable jacks could be used, and the technician had to disconnect our Dish Network DVR from the cable jack in the garage to set up Charter on it. We are now facing difficulties in receiving cable in another room, and we suspect that there may have been an error during the installation. Additionally, we were under the impression that as part of the installation fee, the technician was supposed to be able to install a cable jack in the room where the modem would be located.

Hello, I am Brock Sutton and have been dealing with frustration with Exede Internet. My data gets depleted quickly, and I received an email accusing me of downloading content illegally, which I do not do. The speed never meets my expectations despite what was promised during sign-up. However, I am reaching out because I am considering switching to your internet service next month. Before I go ahead, I am curious if the technician can utilize my Aunt and Uncle's Charter lines since we share a driveway. Although their house is slightly farther from the road, I don't see why the connection would be a problem. I appreciate any insights you can provide. Thank you for your attention.

When I power on the DVR, it repeatedly clicks, usually in series of 10 clicks followed by 2 or 3 more series of the same. Even when turned off, grinding noises can be heard occasionally. During viewing, the DVR randomly goes into reset mode, disrupting my viewing for 15 to 30 minutes. When trying to access recorded shows, it displays an error saying "unable to access, try again later" and "There may be a problem with your drive." Rebooting has not resolved these issues. The unit is a Scientific Atlanta Explorer 8300HD. Can I receive authorization to take it to the nearest center in Ludlow, MA for a replacement? This situation is really frustrating me.

I believe Charter should focus on retaining loyal customers amid tough competition, but it seems they are not making efforts to provide competitive pricing. AT&T Uverse is offering a one-year package comparable to or better than Charter's programming for about $[redacted] less per month, along with VISA incentives. Despite having 100mb internet, Charter fails to address inconsistent speeds. My Wi-Fi signal at home is weak despite the router being relatively new. I pay $[redacted] monthly, while AT&T offers similar services for $[redacted] less in the first year. While I appreciate the TV services, the phone and Wi-Fi sides are lacking. Boosters or technician visits for signal improvement are not offered without extra charges. For the amount I pay, the service quality is disappointing. I would like to continue with Charter, but the lack of service is a concern. - B. H.

Subject: Reporting Dangerous Condition I am writing to bring to your attention an unsafe condition near 27 Southmoor Drive, Clayton, Missouri, [redacted]. The cover of the inground cable box, serving multiple homes in our neighborhood, is broken. This has left the box open and exposed, posing a risk to pedestrians on the sidewalk. There is a concern that someone could inadvertently step into the open box and sustain serious injuries. I am formally notifying you about this hazardous situation and kindly request for it to be addressed promptly. Your immediate attention to this matter and acknowledgment of this notice is greatly appreciated. Thank you.

We are facing difficulties setting up parental controls and an internet schedule using the Netgear Genie app on our Netgear R6300v2 router. Although we can log in through the gateway, the app is denying access. Despite trying multiple devices and a firmware update, the issue persists. The web interface shows no available updates, and when downloading from the Netgear site, the version is deemed incorrect. As a result, we are unable to activate the controls on the router provided by Charter Spectrum. Any guidance on how to proceed would be greatly appreciated. Thank you.

I am experiencing difficulties accessing affordable internet due to low income. I have a FCC service ticket # [redacted]. I want to highlight that when my ISP was acquired, the sales representative did not mention the low income assistance program. I later found out that only new customers are eligible for this program, but if even new customers are not informed about it, they are also excluded. This is the situation I am facing. The program should simply require a change in billing, and it is unfair that customers are not properly informed by sales. According to the guidelines, I should qualify as I am 77 years old and receive SSI. I hope this clarifies my situation. If I had been informed earlier, I would have definitely applied for it. Thank you for your attention.

I have been a loyal customer of Spectrum and Time Warner for many years. Recently, my Spectrum internet bill was raised from $55 to $65 a month, a sudden and drastic increase. The original $55 price worked well for my family, as we only use the internet service. I contacted customer service on 06/11/[redacted] at 4:50 pm and was disappointed by the unhelpful and rude treatment I received. I kindly request that my bill be reverted back to the original $55 per month. We value being customers of Spectrum, but the unexpected price hike has made it challenging. I hope you can reconsider and adjust the price accordingly. Thank you for your attention to this matter. Sincerely, Michael G. [redacted] Hatteras St #7 Tarzana, CA [redacted] [redacted]

I have been trying for months to get my internet cable fixed as it's hanging low over my driveway. Two separate technicians have come out, both acknowledging the need to bury the cable as it's affecting my connection speed and service quality for which I pay $70 a month. One tech suggested I remove the cable, but I am hesitant due to being handicapped and unfamiliar with the process. I have been in regular contact with the service provider since the beginning of the year, but despite promises of follow-up, I have yet to receive a resolution. The situation is frustrating and I am seeking assistance to resolve the issue promptly.

Regarding Sun Ketch Townhomes Charter Communications Account Number [redacted]5-01 Dear Charter Communications, I recently received a letter from Joyce Bardran, the All Digital Projects Specialist at Spectrum, regarding the need for residents to switch to set-top boxes for cable service. After attempting to contact our Account Representative without success, I was directed to the Property Solutions department. Despite numerous efforts and assurances of email communication within 7 working days, there has been no progress in transitioning to individual service. If we do not receive a timely response, we may consider suspending payments and taking legal action. I am eager to resolve this matter promptly and smoothly. Please reach out to me at [redacted] or [redacted] to discuss a solution. Sincerely, Robert D Niekum, Treasurer Townhomes at Pasadena Yacht and Country Club Assn. Inc.

I have been using Charter TV for a few weeks, but I am considering returning to Direct TV. The schedule display is difficult and time-consuming to navigate. I expected to have a DVR, as advertised in TV and mail ads, but I don't. I mainly watch recorded shows and not having the pause and back functions available is inconvenient for me since I often need to pause while watching TV. I was also expecting on-demand features that are not available. I may switch back to Direct TV as they offer a DVR even with the lowest package, which is more affordable than Charter.

Since returning from vacation three days ago, my wireless internet connection has been unreliable. I use a Spectrum modem and a Netgear router. Recently, my NETGEAR44 network has been intermittently disconnecting from my phone, showing "connected, no internet." This morning, I attempted to resolve the issue by power cycling the network. I followed the steps of turning off the router and modem, waiting for 1-5 minutes, and then turning them back on twice. After completing the process, the modem displayed green lights for power, ds, us, online, link, tel1 was off, and tel2 was off. The router showed green lights for power and wireless, with the bottom two lights off and the internet light amber. Despite this, my phone still shows "Netgear44: connected, no internet." I am seeking guidance on restoring my internet connection.

I am experiencing issues with my download numbers. Here is the information: Keith Griffin has a latency of 75 ms, download speed of 42.5, upload speed of 10.2, and packet loss of 18%. Thank you for your response. It appears the main concern is with the latency, which should ideally be under 25 ms. Download speed should be a minimum of 5, upload speed should be at least 3, and there should be no packet loss. I suggest reaching out to your Internet Service Provider to address these numbers. Let them assist in optimizing your connection. If the problem persists after these adjustments, feel free to reach out to us for further assistance.

Internet Connection Issue My download and upload speeds are incorrect. Here are the details: Keith Griffin: Latency 75ms, Download 42.5, Upload 10.2, Packet Loss 18% Franklin V: Thank you. It appears your internet connection does not meet the required standards for using magicJack. Latency should be under 25ms, with a minimum download speed of 5 and upload of 3. Packet loss should always be 0%. Please reach out to your Internet Service Provider to address these issues. Keith Griffin: Okay Keith Griffin: Is there any action you can take? Franklin V: Unfortunately, resolving this is within your Internet Service Provider's purview. If issues persist after resolving these speeds, feel free to reach out to us again.

Keith Griffin is experiencing latency of 75 ms with a download speed of 42.5 and an upload speed of 10.2. The packet loss is at 18%. For magicJack to work properly, latency should be less than 25 ms, download speed should be at least 5, upload speed should be at least 3, and packet loss should be 0%. Contact your Internet Service Provider to address these issues. If problems persist after fixing the connection, feel free to reach out to us for further assistance.

I am a senior on a low income, and my current bill is $[redacted].30 for a bundle of TV, Internet, and phone services. I recently received a bill notifying me that my 12-month promotion is ending, and my next bill will increase to $[redacted] or more. Due to this significant increase, I plan to cancel my bundle and opt for Verizon's Internet and phone services at a disability rate. I also have access to a descrambler that allows me to pick up enough channels, making it challenging for me to justify the high costs of cable. I have noticed a $14.99 monthly senior Internet option, which would better suit my occasional iPad usage. Despite attempting to change my password to prevent unauthorized use, I have faced difficulties online and over the phone. I am considering forgoing a landline and downgrading to basic cable to reduce expenses. As a loyal customer on a fixed income, I find it frustrating to witness new customers receiving better deals while I face steep price hikes.

For the last three weeks, I have been unable to receive emails from my Charter.net account on my Apple iMac running on macOS Mojave Version 10.14. I can still access my Charter email account to receive emails and receive them on my Apple MacBook Pro with MacOS X Version 10.75, iPad, and two iPhones. Sending emails works fine from all devices, including the iMac. I spent hours on the Charter helpline three weeks ago, and after being informed that Charter had resolved the issue and asking me to contact Apple, Apple support confirmed it's a Charter email problem. Even after seeking help from four Apple assistants and a supervisor, the issue persists. They mentioned it's not an isolated case and others have faced the same problem. Despite Charter's previous attempt at a solution, as it didn't work, I waited a few weeks before reaching out again. I'm seeking assistance to resolve this matter promptly, as the iMac has been used for email communication for years without issues, except for routine Apple software updates. I appreciate your help in restoring my computer's email functionality. Thank you.

At the end of September, I wrote two checks - one for $[redacted] for my rent and one for $[redacted] to Charter. Unfortunately, I sent them to the wrong recipients. I mistakenly sent my rent check to Charter. After realizing my error, I contacted Charter immediately to request my check back. Initially, I was informed that they would return the check or provide a refund. However, Charter not only cashed the check intended for someone else but also increased the amount to $[redacted]. Despite my weekly calls following up on this issue, I have not received a clear resolution. I have been given various excuses such as the check being in the mail or delays in processing. I am growing increasingly frustrated and demand a prompt refund of my money.

I would like to provide feedback on Spectrum's phone service feature, the Accept Selected Callers list, which allows only chosen numbers to connect to the home phone line. I find this feature extremely useful, especially for my elderly parents. However, the limitation of only being able to add around 30 numbers to the list is restricting. I am suggesting that Charter consider expanding the capacity of the Accept Selected Callers list, as my parents have important contacts like doctors, insurance, and family members that they would like to include but can't due to the current limit. Increasing the allowed number of entries should be feasible, considering phone numbers are typically 10 digits long and the additional storage required on servers would be minimal. Thank you for your consideration in enhancing this feature.

I recently spoke to a representative at Spectrum regarding a monthly fee of $[redacted] for their services, which I agreed to have installed. However, instead of waiting for my decision, a technician came to install the service without confirmation. The service has not been functional for 12 days due to faulty equipment. After a second technician replaced the defective box and remote, I received a bill for almost $[redacted], which is unreasonable. Now, I have been informed of disconnection on November 20th, only 33 days after the service began. I am extremely dissatisfied with this situation and will escalate this matter to the FCC, PUCT, and the Attorney General unless the issue is resolved promptly. My contact number is [redacted]. Thank you.