28 replies to this topic

[BrandonW]

Don't get their service. By the off chance you have a problem, say good bye to your cable service.

I've had bad bandwidth and connection problems since early summer. The bandwidth was fixed by reallotting our connection with the correct bandwidth (why would it have the incorrecct : ), but the connection problem has never been fixed. After 5 weeks on and off the phone with Charter, wasting at least 10 hours after all was done and told, and it ended with an e-mail "sorry that's all we can do".

My neighbour and I both get massive packet loss every 2.5 hours, at the same time. About 50% of the packets don't make it to or from our connections, they sent out techs, tested the line, etc etc. After they apparently didn't find anything, they somehow determine that telling me "well that's all we can do" as if the problem is un-fixable is good enough.

Just forewarning any future Charter owners, if you can- don't vote them in your town, don't get their service, do whatever you can to stay away from them. UGH! It has been frustrating me more and more.

If anyone has a direct e-mail to some high up Charter superior manager or something, let me know

[BrandonW]

FINALLY, they have started fixing it, 6 weeks after I started calling them. If you have patience, it seems to be a good connection otherwise. Their tech support is far too slow for my liking though

[Slower]

I hear ya Brandon.. Charter, just like everybody else needs more skilled employees. And if they raise wages to do that they might go broke.. So far, I've been lucky with Charter....

[Grambler]

I'm with you SLOWER, Charter needs to get some more skilled help.  For the most part my service is what I pay for, but when there is a problem it takes a long time to resolve.  I also use VOIP so when I loose my cable I also loose my phone.

[jason54915]

Watch it, there are Charter employees who frequent this web forum, such as myself who works in the high speed internet support, and between most of the calls received in one night they are about 90% user error or hardware related problems....about 10% of the problems we work with are indeed most of the time resolved over the phone if not by a 'truck roll' service call.  For those of you who think DSL is better I wish you luck!  Cheers!

[Slower]

Didn't mean to stereotype Jason, sorry.  I haven't had a bit of trouble with my Charter internet service here, so far 4 months. The techs I've dealt with on a modem change were more than helpful, and it went without a hitch. Speed is incredible and it's a breath of fresh air compared to satellite. The contract installer that came out was great.

I have DSL at another location, a vacation home, and spent all day yesterday doing some large file transfers. I'm glad to get back home with Charter, that's for sure..

[PsycoDaD]

"Watch it, there are Charter employees who frequent this web forum, such as myself who works in the high speed internet support, and between most of the calls received in one night they are about 90% user error or hardware related problems....about 10% of the problems we work with are indeed most of the time resolved over the phone if not by a 'truck roll' service call.  For those of you who think DSL is better I wish you luck!  Cheers!"

Jason I for one am glad the are charter employees frequenting this forum.  That fact still stands that your companies customer service sucks to high hell, and your statement sounds like an excuse.  I have gotten rid of Charter more than a year ago, and have been alot happier with DSL.  I haven't had one problem with my DSL as opposed to your service that was always having problems.  I wouldn't have left Charter for that reason alone, because it was cheaper than the alternative.  However customer service was 90% of the time not technical at all, and seemed like they were reading to me from a book.  To be perfectly honest with you that's why your companies stock is at .03 cents a share.  If it weren't for local contracts, you guys would have been done along time ago.   I can't wait until Charter goes out of business, because they do not care about their customers, and the customers have finally been able to voice their disgust in the only way that Charter understands.  I know that Charter is still trying to hang on and turn the company around, but unless they address this problem I think they will fail.  Nothing would make me happier too.  Good riddens to bad rubish!!!

[Slower]

I think your bash is a bit behind the times psycodad. That post you replied to was 4 years old..

I gave up my dsl and directway for Charter long ago.. I have no problems with Charter..

[JokeyMcScrotsack]

Quote

I hear ya Brandon.. Charter, just like everybody else needs more skilled employees. And if they raise wages to do that they might go broke.. So far, I've been lucky with Charter....

I dont know about going broke though. They have pretty nice corporate earnings. They could even out the pay some, it would help. Keep the tech support local for crying out loud.

[halpenny911]

I have charter and it seems to give me no problems

[Slower]

This is my Charter 10 Mbps connection. I have zero complaints..


:::.. Download Stats ..:::
Download Connection is:: 13002 Kbps about 13 Mbps (tested with 12288 kB)
Download Speed is:: 1587 kB/s
Tested From:: http://testmy.net/ (Main)
Test Time:: 2009/10/27 - 5:33am
Bottom Line:: 227X faster than 56K 1MB Download in 0.65 sec
Tested from a 12288 kB file and took 7.742 seconds to complete
Download Diagnosis:: Awesome! 20% + : 172.81 % faster than the average for host (charter.com)
D-Validation Link:: http://testmy.net/stats/id-MIHVGSNA2

:::.. Upload Stats ..:::
Upload Connection is:: 2082 Kbps about 2.1 Mbps (tested with 5983 kB)
Upload Speed is:: 254 kB/s
Tested From:: http://testmy.net/ (Main)
Test Time:: 2009/10/27 - 5:41am
Bottom Line:: 36X faster than 56K 1MB Upload in 4.03 sec
Tested from a 5983 kB file and took 23.537 seconds to complete
Upload Diagnosis:: Awesome! 20% + : 251.69 % faster than the average for host (charter.com)
U-Validation Link:: http://testmy.net/stats/id-MXCNO5QJR
User Agent:: Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10_6_1; en-us) AppleWebKit/531.9 (KHTML, like Gecko) Version/4.0.3 Safari/531.9 [!]

User Agent:: Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10_6_1; en-us) AppleWebKit/531.9 (KHTML, like Gecko) Version/4.0.3 Safari/531.9 [!]

[tommie gorman]

Quote

This is my Charter 10 Mbps connection. I have zero complaints..


:::.. Download Stats ..:::
Download Connection is:: 13002 Kbps about 13 Mbps (tested with 12288 kB)
Download Speed is:: 1587 kB/s
Tested From:: http://testmy.net/ (Main)
Test Time:: 2009/10/27 - 5:33am
Bottom Line:: 227X faster than 56K 1MB Download in 0.65 sec
Tested from a 12288 kB file and took 7.742 seconds to complete
Download Diagnosis:: Awesome! 20% + : 172.81 % faster than the average for host (charter.com)
D-Validation Link:: http://testmy.net/stats/id-MIHVGSNA2

:::.. Upload Stats ..:::
Upload Connection is:: 2082 Kbps about 2.1 Mbps (tested with 5983 kB)
Upload Speed is:: 254 kB/s
Tested From:: http://testmy.net/ (Main)
Test Time:: 2009/10/27 - 5:41am
Bottom Line:: 36X faster than 56K 1MB Upload in 4.03 sec
Tested from a 5983 kB file and took 23.537 seconds to complete
Upload Diagnosis:: Awesome! 20% + : 251.69 % faster than the average for host (charter.com)
U-Validation Link:: http://testmy.net/stats/id-MXCNO5QJR
User Agent:: Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10_6_1; en-us) AppleWebKit/531.9 (KHTML, like Gecko) Version/4.0.3 Safari/531.9 [!]

User Agent:: Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10_6_1; en-us) AppleWebKit/531.9 (KHTML, like Gecko) Version/4.0.3 Safari/531.9 [!]

Who could be after getting gouged by Dway for so many years.  Lucky stiff.

[compuguybna]

You sound just about like every other ISP tech support person I've ever spoken with.

Wildblue and HughesNet are the WORST for blaming it on your equipment (your pc, etc)...when its their crappy service and equipment not getting the job done.

COMCAST isn't much better.  they run poor quality wire and splitters. they dont fully test our their work after they're through.  I had a comcast tech out SIX times when I lived in Nashville.....Finally they blamed it on my pc (which was a brand new HP system.....I even restored it back to factory defaults)..

The ONLY service I ever had where I had NO issues was BELLSOUTH DSL!  Had it almost 2 years with NO outages, and no tech issues, and no speed issues.  That was ONE solid connection I never had to worry about.

So for those of you cable tech who bash DSL, find something else to blame your frustations on! LOL

Quote

Watch it, there are Charter employees who frequent this web forum, such as myself who works in the high speed internet support, and between most of the calls received in one night they are about 90% user error or hardware related problems....about 10% of the problems we work with are indeed most of the time resolved over the phone if not by a 'truck roll' service call.  For those of you who think DSL is better I wish you luck!  Cheers!

[x_6985381]

Since moving to South Carolina, and only having a choice between AT&T & Charter, I've realized that indeed with all the crap charter has to offer. It is still the best ISP within my area. And they have increased alot since first dealing with them about a year ago. I currently have their 10/2 connection for 50$ a month. Not bad in my opion. Although I still wait for them to come out and bury my cable, I have no complaints thus far, been with them since September and nothing yet.

:::.. testmy.net test results ..:::
Download Connection is:: 11493 Kbps about 11.49 Mbps (tested with 12288 kB)
Download Speed is:: 1403 kB/s
Upload Connection is:: 2076 Kbps about 2.1 Mbps (tested with 5983 kB)
Upload Speed is:: 253 kB/s
Tested From:: http://testmy.net (Main)
Test Time:: 2009/10/27 - 9:37am
D-Validation Link:: http://testmy.net/stats/id-BXVHFSCJ0
U-Validation Link:: http://testmy.net/stats/id-M0CWVO3HU
User Agent:: Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.9.1.3) Gecko/20090824 Firefox/3.5.3 [!]

[Slower]

Quote

I dont know about going broke though. They have pretty nice corporate earnings. They could even out the pay some, it would help. Keep the tech support local for crying out loud.

The span between your post and my comment was nearly 5 years.    Looks like I was wise to keep my crystal ball after all these years. 

[Slower]

Quote

Who could be after getting gouged by Dway for so many years.  Lucky stiff.

You have a good memory Tommie!    I have never looked back. 

A good lesson in life is that any corporation has to be successful to offer a GOOD product. I'd hate to see Charter come under government control as a reward for being unsuccessful. Obama cable company overhaul with speeds up to and including .00001 Mbps... 

[compuguybna]

You already pointed that out ONCE in the same thread . . .  Your point?

Quote

The span between your post and my comment was nearly 5 years.    Looks like I was wise to keep my crystal ball after all these years. 

[Slower]

Quote

You already pointed that out ONCE in the same thread . . .  Your point?

Point was directed at a totally different post. And your point?

[winddrift03]

This is my 25Mb Charter Service.................   I haven't seen a 25Mb connection in 3 weeks and I test 3 to 4 times a day..................


:::.. Download Stats ..:::
Download Connection is:: 8184 Kbps about 8.2 Mbps (tested with 25598 kB)
Download Speed is:: 999 kB/s
Tested From:: http://testmy.net/ (Main)
Test Time:: 2010-04-03 19:00:34 GMT
Bottom Line:: 143X faster than 56K 1MB Download in 1.03 sec
Tested from a 25598 kB file and took 25.623 seconds to complete
Download Diagnosis:: Awesome! 20% + : 56.45 % faster than the average for host (charter.com)
D-Validation Link:: http://testmy.net/stats/id-BC24X8ETH
User Agent:: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.2.3) Gecko/20100401 Firefox/3.6.3 [!]

[Conuck]

Have to tried power cycling your modem? Have you called Charter to complain?