Attempted to order high-speed internet through charter.com, but was unable to do so. Called 1-866-731-5420 at noon Pacific Time and was transferred from sales (Sundown) to tech support (Jack). Tech support informed me that their site is malfunctioning, and that sales can help me place my order. Tech support transferred me to sales but I was placed on hold and then I was disconnected. At this point, it is 40 minutes after the start of my call. I called back and spoke to Bao in tech support and told him what happened. Tech support transferred me to sales (Cori), who informed me that the hi-speed internet rate I requested is an online-only promotional product. I asked who could help me order the promotion, and she reiterated that she could not help me. I decided not to order internet through Charter and politely ended the call. All Charter employees were very polite, but no one was able to help me, which leads me to believe there is a problem with Charter's overall system and not with their point-of-contact employees.

To begin with, Never in my entire life of 50 years have I ever experienced such an absolute lack of customer service and incompetence at all levels, as that of Charter Communications.

In the five years I have lived in my home, I have made approx seven appointments with Charter Communications for various internet, phone and cable TV concerns. In each instance except one, Charter has either shown up ridiculously late or not shown up at all.



I am an almost five year customer with Charter and spend over 200.00 a month for services.

On Monday, January 14, I made an appointment with Charter to have a moden installed. I was quoted an appointment for January 16 between 8 and 12:00. This from Charter employee Number one.

On January 16, the scheduled day, I called at 1145 knowing that they would of course be late and not call.

I spoke with Charter person #2, who advised me that the technition was running 30 minutes late and would be at my house shortly. Being lied to before by Charter I again called at 1230 inquiring when they would be at my house.

Charter employee number 3 advised me that they did not have a scheduled appointment for me at all. This was after employee #2 adsvied me that they would be at my house in thirty minutes.

I asked to speak to a supervisor, Charter employee (Supervisor) number 4, who advised me that she was sorry about the inconvience and that a person would be at my house today between 3 and 5.

At 5:15 with no one showing up, I again called Charter, this time I talked with employee number 5 who advised me that there was not a record of my appointment. After 45 minutes I was transferred to Charter Employee (Supervisor) Number 6 who advsed me that appointment was scheduled for the following day!

I asked this supervisor who I could speak to or write to complain about the way I was treated. This supervisor only gave me an address of corporate and no other information.

I am frustrated because Charetr lies, has no accountablity and we as consumers are just stuck with them. Who can we complain to?

Today, I took off work, all day, spent at least three hours on the phone with lying incompetent personell and the only thing I got was "We are really sorry."

What can we do as consumers to complain and make the govenment do something about cable companies that have absolutely zero customer service or accountability.

I know there are thousands of consumers like me that have lived through this nightmare, does anyone have any idea how we can complain to someone who cares about people and not just money and the bottom line.

Charter Communications cannot claim to be a service oriented company in any way. I was without internet service FOR A MONTH and still charged for it. I called almost every day for weeks to resolve this issue, and still nothing was solved. I had to go to a local bookstore, paying $4.00 a day, to make my reports online for work, while I was still paying for internet at home.

Eventually they sent a "technician" out, and let me tell you, he did not seem like a professional. He even forgot his tools in my apartment.

Just in the last few months, three movies I rented from On Demand lost their signal in the middle of the movie. And I tried to call and only got a busy signal.

Trying to contact them for anything other than purchasing new "services" is an extremely frustrating process that will most certainly take at least 40 minutes.

I have been trying to contact them for 3 days, and I still can't get to anyone. Now someone in the new contracts department tells me that the main office was closed for 2 1/2 days, and that's why all lines go straight to a busy signal.

I received no announcement or notice they would be on vacation. They don't even have any kind of message they they are out and can't help you, or when to call back. Just a busy signal.

This company has the worst customer service I have ever seen. When I accepted the bundle package deal it took them 1 mont to come and set up my phone. They canceled 4 appointments and never called to cancel. I waited every day during thier scheduled 4 hour window and nobody showed up. When I called they would say, "oh, I'm sorry but we need to reschedule". They would come up with bizarre reasons and each time it was a different reason. I am sitting here waiting again as I received the automated call letting me know they would be here between 4:30 and 5:30, it is now 6:30 and they just called and said "oh don't listen to the automated call it's ALWAYS incorrect " and we're trying to fix it. We have no other wireless internet service provider otherwise I would have dropped this service weeks ago.

Beware using autopay with Charter. I cancelled service on July 14th, and would, in theory be owed a small refund for prorated service that I had already paid for via autopay...by the way I was SOOOOooooosOOOOoooooooo happy to cancel with them...terrible customer service and they charged WAY too much for my high speed internet .

Anyway...though they already owed me a refund and I no longer had service with them, what do you know...I got an $89.99 charge on my credit card dated July 29th for August service! I called their customer service and they said, yes we see you cancelled on the 14th, and yes I see you are owed a prorated refund...BUT it was the "system" that took the autopay for services that I no longer had...and it would take the "SYSTEM" 6 to 8 weeks to refund the MISTAKE!!!

So they get MY money, though I am not a customer and I GET TO PAY INTEREST on my Credit Card.

My credit card company (Mastercard) couldn't help and said that they was no way to have prevented the charge without completely cancelling my card and having a new card with a new number re-issued to me. Can you believe that!!????

The only solution to SAFE auto pay, I find out is to use your checking account with routing number etc. They can treat a potential future SLIMY charge as a bank stop payment...but then many banks will charge you for a stop payment charge then.

You are Damned if you do and Damned if you don't!!!


I really HATE Charter more than ever!!! and I am not a customer any longer. Boy they are good!