A few months ago I was living in the bottom level of an apartment where our landlord paid for basic cable and high speed internet through charter. The charter service was divided between the lower apartment where my roommates and I lived and the upper apartment where three other people (whom I do not know) live. My roommates and I paid an extra $30 a month to receive a digital cable upgrade. One month, I forgot to pay the bill and Charter disconnected not only the digital cable but also the basic cable and internet (which is paid for by our landlord). I was confused as to why the basic cable and internet were turned off considering that our landlord pays for these services and the people in the apartment above us also use the same basic cable and internet. I spoke with customer service and they told me that only the digital cable was supposed to be turned off, not the basic cable and internet (which was already paid for). They admitted to me that they had made a mistake. However, they told me that I would have to wait 4 days for a technician to come out and reconnect our basic cable and internet. I politely asked to speak to a supervisor because I did not understand why I had to wait 4 days for a technician to come fix the problem when it was their mistake and the customer service representative (who I could hardly understand because she could hardly speak english) put me on hold. After waiting about 5 minutes on hold, I was disconnected from my call. I thought maybe my cell phone had dropped the call and called them back. I immediately asked to speak to a supervisor but the representative would not let me speak with a supervisor until I explained the situation to her. So, I explained the situation again, this time I was a little agitated but I was not being rude. She insisted to me that a technician did not have to come out and that all she had to do was send the signal over the air to turn the cable back on. She told me she would do that and to call back if my cable and internet didn't turn on... Obviously this didn't work so I called back and went through the same dance again with another representative... I asked to speak with a supervisor and the representative hung up on me.By this time I was very angry so I called my landlord. I figured that he probably could do something about it because he owns many student housing rental properties and pays for the cable and internet on all of them and most likely has a huge account with Charter (so he automatically matters to Charter). He put me on a conference call with someone higher up on the Charter ladder where he proceeded to tell the woman that this kind of thing happens way too often and it shouldn't be happening. The woman promptly sent out a technician the same day to turn on our cable and internet. Let this be (yet another) warning that Charter is a horrible company especially when it comes to customer service!
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