I have an internet account with Charter Communications using their cable access. I pay a premium of over $60/mo for high speed (10 GB/sec). I depend on my internet access to work from home. Over the last couple months, there have been several times I lose internet access. When I call Charter to see what the problem is, I first get this automated system that has you do multiple computer tasks that never work. This lasts up to half an hour. Then I always get put on hold and have to listen to recordings of their special offers and bundled packages for 20 minutes waiting to speak to a live person. Once I have someone live, they always claim they have an unusually high volume of callers (excuse for being way understaffed). Then the tech looks for reports of outages (there never are reports of any) while you wait several more minutes. Then the get back on the phone and have me do labor intensive work including disconnecting my router and connecting my computer directly to the cable modem. After half an hour of these experiments, they either set up a service call aften several days in the future, or they tell me to contact my PC manufacturer telling me the problem is my PC. Soon afterwards, I see all my neighbors outside complaining they have no tv cable service from Charter. When I call them back, they still refuse to believe it isn't my problem because they have no report of outages in my area. They then again try to sell me more services. I always respond if the one I have doesn't work, why would I want to get more? The frustrating thing is that in my experience, the problem always seems to be them and they do not have adequate ways of diagnosing that and never accept responsibility to take care of it in a timely manner. I find their customer service to be terrible.
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