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 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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