Report: #887247

Complaint Review: Charter Communications

  • Submitted: Wed, May 23, 2012
  • Updated: Fri, September 21, 2012
  • Reported By: Aaron — Morro Bay California United States of America
  • Charter Communications

    San Luis Obispo, California
    United States of America

Show customers why they should trust your business over your competitors...

Charter Communications is one of the worst companies I've ever had to personally deal with. I reached out to other residents who experienced problems with this cable provider, and wrote an article about it here.

Since we moved to our new home in October 2011, there have been a series of problems involving Charter Communications. We've had tiling (fragmented, freezing audio and visual) on our television sets, freezing and blackouts of our HD channels and extremely inconsistent Internet problems. We've had more than a dozen technicians come to our house, providing a variety of assessments that never amounted to a permanent fix. Only when we filed a complaint with the Better Business Bureau -- and spoke with the social media specialists that are in charge of customer outreach -- were we able to make any significant steps toward resolving our outstanding issues.

After summoning several technicians to our property, we were told that our house is connected to an overworked node that needed to be split. Frank, a senior technician who was assigned to our case, informed me that the node would be split "within two weeks" after he visited my house last. Theoretically, splitting the node would address the biggest problem we have with the company, which is the Internet. My family experiences intermittent signal noise issues that prevents us from having a consistent connection at their advertised connection speeds. Frank also told me that he would personally notify me when the node was split. When he did call us, Frank expressed an interest in visiting our property so he could "check on the wiring outside." The call came as a result of me informing Charter's Corporate Escalations department -- a week earlier -- that we continued to experience issues with our Internet and cable. Sheila, my contact in Corporate Escalations, let two voicemails that insist the Internet was "fine," though the technician said otherwise.

Service technicians have shown up on our property randomly without scheduling an appointment. We've repeatedly asked Corporate Escalations to stop sending technicians to our property. We've been bombarded with service calls that amounted to no progress being made. 

We've filed two complaints with the Better Business Bureau, one with the Federal Trade Commission, one with the Federal Communications Commission and we still have not heard back from Charter Communications. After they've harassed my family, Charter Communications continues to send the bill to us.
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Updates & Rebuttals


#1 UPDATE Employee

Help is on the way

AUTHOR: Umatter2charter - (USA)

Hello TheRazorOnline,

Random slowdowns and intermittent signal noise would make me upset too!  I have reached out to local tech ops to determine our next steps.  Once I hear back, I will be in direct contact with you.  Just as a reminder, if you are ever having trouble getting an update, you are always welcome to contact my team directly.  Here is our e-mail address: 

Thank you,
Abby Catron
Senior Social Media Specialist Charter
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#2 Author of original report

No Response

AUTHOR: TheRazorOnline - (United States of America)

Despite several assurances that they would help improve my family's service, Charter Communications has not called us or e-mailed us with any updates. What they kept telling us is that they would provide updates on the construction of a new node, which would theoretically reduce random slowdowns and intermittent signal noise. We've received no calls, no e-mails, no correspondence and it appears they've completely ignored us.
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#3 Consumer Comment

No Words In English

AUTHOR: Nicola.madscientist.tesla - (U.S.A.)

There are no words in the English language to describe how deceitful and dishonest this company is.

Bait and Switch Fraud IS the cornerstone on which this entire corporation is built.

They should not be allowed to do business in San Luis Obispo County, period.

They should not be allowed to business in the State of California, period.

The United States Government should break up this company, into several smaller corporations.
They serve 6.3 million customers, and only have the resources to service 2 million of them.

Our cable communications charges SHOULD BE uniform, the same price for the same services---FOR ALL CUSTOMERS.
NO MORE "negotiations."
NO MORE "contracts."
Charter IS a utility company.
Therefore they SHOULD be strictly regulated just like ALL other utility companies.

DEMAND that these seedy bait and switch artists be PURGED from your community.
DEMAND side - by - side competition, from other cable companies.
DEMAND an alternative provider -- CABLE MONOPOLIES are illegal.
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#4 Author of original report

Channel Issues

AUTHOR: TheRazorOnline - (United States of America)

I'm now having issues with some channels on my television -- channels that I pay for. However, Charter is now telling me that those channels were part of a package (Digital View) that I never had, and I need to pay $5.00 for those channels. This is essentially extortion.
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#5 Author of original report


AUTHOR: TheRazorOnline - (United States of America)

To answer your question, my issues have not been resolved since I filed the report. I'm sending you an e-mail with all the information you requested.
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#6 UPDATE Employee

Re: Charter Communications Inconsistent Service, Bad Customer Service San Luis Obispo, California

AUTHOR: Umatter2charter - (USA)

Hello Aaron,

My name is Abby Catron, and I am a Senior Social Media Specialist for Charter.  I truly apologize for the trouble that you have had in getting your issues resolved.  After working with my team, as well as Corporate Escalations, has your issue been resolved?  Please send us e-mail at with the name, address, and phone number on the account, as well as the best number to reach you.  Also, please put CharterAbby RipOff Report Aaron in the subject line so that I can keep an eye out for the e-mail.  We are always ready and willing to help in any way possible.

Here is a link to the Charter Social Media Team webpage for your reference:

Looking forward to resolving your concerns!

Abby Catron
Senior Social Media Specialist Charter
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