Charter Communications has recently disabled the IEEE-1394 (FireWire) ports on both of my HD cable boxes. One is a Scientific Atlanta Explorer 3250HD and the other an Explorer 4250HDC. These ports are used to send non-decoded video streams to devices such as some HDTVs and DVHS recorders. Numerous contacts with different members of the support staff including higher level ones has yielded nothing but as many different excuses for the problem and no answer.

Active IEEE-1394 ports are required to be provided upon request according to 76.640 Section 4 Subsections i and ii of Title 47 of the Federal Code of Regulations. Besides this legal requirement, Charter even documents the ports on their website. Regardless of this fact, none of the support personnel seem to even know what the ports are. Because of this, it has been impossible to get Charter to re-enable the ports as is legally required.

Last month (November), I relocated my place of residence. I called Charter Communications to cancel my service. The only equipment I had belonging to Charter was a cable modem used for internet service. I informed the rep. of this, only to be told that all billing will stop when I go to the nearest office and turn in the modem. I was also told that this is the only way that I could stop my services, and that the nearest office was 45 minutes away. Needless to say, I did not make it to the office to disconnect my service.

After my move, I called and spoke to another rep. who informed me that the service tech. would have PICKED UP the modem from my home on the scheduled day of disconnection. She then told me what day the services would stop, and gave me information regarding the credit which Charter owed me...which was 9.52 .

Several days passed, and I called back and spoke to ANOTHER representative. This time the guy told me that I could purchase the modem, which could be used with other providers, over the phone with no hassle. I obtained the necessary information from him to mail the modem back if I chose to do so.

Several days later, I received a notice in the mail from Charter threatening me with legal action if I did not turn in the modem. I then called in and spoke to another rep. who told that me I COULD NOT purchase the modem over the phone, and that I would have to wait for the bill to come through the mail. So I waited...nothing came except ANOTHER threatening letter.

I called back and spoke to yet another rep., who refused to do ANYTHING with my account. He said that I had set up a "pin" number, and that I had to recite this before continuing. I told him that I had NEVER been asked for a pin, nor did I ever set up one. I gave him a few choice words, and hung up. This was inappropriate, but I had reached my limit.

I calmed down, and called back. I pretended that I had not talked to anyone about my payment options, and told him that I wanted to pay for the modem. There was no problem. I told him that I had a Visa check card, and I proceeded to give him the number. Then he asked for my routing number. Routing Number? I was using a CHECK CARD. I was starting to get hot again, but kept my cool. He had no idea what I was talking about, so I just told him it was a credit card. Then he was able to process it, and (without too much confusion) processed my payment.

I don't know what the problem is...maybe a language barrier, or cultural differences...but it is ALL EXTREMELY FRUSTRATING.

Charter cable customer service is absolutely terrible. Over the last 4-5 years that we had Charter we have experienced several nightmares. First a tree fell across the street and brought down the power and cable lines. Charter connected the service by laying a cable in my front yard in the grass and it took me about 14 calls and several personal visits to their office over nearly a year to get them out to hang the cable.

Second our internet service never worked properly. A tech came out and ran a new cable from the house to the pole and it worked better for a while. After a year, the cable is still laying in our yard.

Third, about 8 months ago they called to ask if I wanted to upgrade to a digital package with a six month "trial rate" lower rate than we already had, so I accepted. They told me the tech would be out a few days later and we arranged a time. He never showed at the stated time and they never called to confirm or check it out. Since I was getting a better rate, I blew it off for six months until the "trial rate" was over.

Forth, and the best. At the same time our internet was still not getting good reception so I called on 11-03-08 to cancel both the digital package that I never received mentioned above and our internet service. I was told that I could not cancel my internet because I had an "outstanding balance" ($171.21) and that they "would cancel my internet once it had been paid". I immediately paid it and the 171.21 payment cleared my bank 4 days later. Guess what, my December statement STILL HAD BOTH SERVICES, NEITHER HAD BEEN CANCELED. When I called to question this and get it resolved the customer service person "Anthony" advised that when my outstanding balance was paid "I was supposed to have called them back to tell them back to remind them that I still wanted my internet service canceled". When I told him that no one had told me I had to "call back after my payment had cleared" and asked why I had to call them back he said that they couldnt cancel my service "without my authorization". I said "WHAT"?!!! I just told them 4 days before the payment cleared that I wanted it canceled did they have record of that? He said yes, but I was still supposed to call and tell them that "that was the way their system was set up". I told him its not my problem the way their system is set up. I lived up to my end of the agreement. I went through TWO supervisors, "Diana" and "Charline" and they all sounded like robots telling me the same thing and even adding that they would not cancel it now, nearly 2 months later because I had another "outstanding balance" ($105.65) which included the 2 services that I asked them to cancel nearly two months ago! In other words, they are now charging me money for 2 services that I have already asked them to cancel nearly two months ago and no longer use (I have had ATT internet since October) and one I never had, and STILL will not cancel because they want payment for those 2 services which I told them that I did not want nearly 2 months ago! It was absolutely incredible display of customer diservice and I feel may have even breached a few laws. I Am looking into it. I felt like I was talking to people from another planet. I have never heard of someone not being able to cancel their service anytime they wanted without a contract.

Charter Communications has had a multitude of consumer complaints filed with the BBB and is rumored to be filing chapter 11 bankrupsy (who would have thought with their questionable business practices). Look it up and see for yourself.

Bottm line...DO NOT DO BUSINESS WITH CHARTER COMMUNICATIONS, YOU WILL REGRET IT!

Charter Communications is a franchise. They pay the areas they are in to do business there with your money, you are taxed on your bill . It is called a franchise fee. If people are so upset take action... Petition, get signatures, protest at city hall, do what you must, to get them removed and make room for a better and more reliable company.

This company is very deceitful. They put you in campaigns/promotions, and say we will e-mail you or send you a reminder when your 'special pricing' expires. I for one have never received any reminders, and when you do call, they say the pricing isn't available, or that in order to get a low price we need to bundle your services...WHAT? I don't want any other CRAPPY service . I already have internet service that goes out daily.

My advice to Charter: Keep your prices steady and your customer service reps in check, and maybe then you would have a good reputation. Oh, and your supervisors are ruder than the reps. And maybe get a service that is reliable, because I am sick of hearing... OH THERE'S AN OUTAGE IN YOUR AREA.

I also have to laugh, ask for an e-mail confirming your new price and how long it will last... They WILL NEVER EVER E-MAIL THIS TO ANYONE! Apparently when I asked a rep why, he said legalities. LMAO legalities cause they lie & add things to your acct. Ask to hear a previous recorded conversation, they don't exist for customers to hear. Yet they say you will be recorded. Oh the DECEIT GROWS.

I would suggest to Charter Communications: replace your LEADERSHIP teams and TRAINERS, because they are not doing a very good job at retaining your revenue or teaching your representatives how to be honest with a customer, not lie, because they just want their commissions. What are you 20 BILLION in debt? Someone needs to open their eyes there, and make some serious changes. And start regaining the clients trust.

I went to Dish today, so you will not be receiving my $175.00 a month now, sorry about that.

This COMPANY LIES>>>>>>>>>>>>>>>>>>>>>>>> First, I lose internet service for a brief couple day period regularly and they never credit the difference. Second they lie about their package deals that lock you in for a 12 month period>>>>>>>>>>>>>>>>>they give a price and do not hold up to their end of the agreement. THEY send you a letter stating that your package is no longer available and you will be billed for additonal money. They SCAM people and the public NEEDS TO Report this to the ATTORNEY GENERALS OFFICE!!! CHARTER COMMUNICATIONS LIES >>>>>>>>>>>>>> they are scammers!!!