I signed up for Charter Internet in October of 2008. Within the first 3 months, I had multiple issues with speed and connection stability. The problems in the beginning were mostly because of unannounced downtime during “regular maintenance” at peak hours. After my initial issues were fixed after multiple phone calls, complaints, and technician visits, it was smooth sailing for a few months until I started having intermittent issues with my connection speeds.
My speeds would fluctuate dramatically, often spiking up to speeds well above what I was provisioned for. This would be coupled with issues with packet loss and my connection dropping completely, which made viewing streaming content and playing online games virtually impossible.
When I would schedule and appointment with a technician, I would more often than not be blamed for my problems. The only time I had any sort of success was when a senior technician surveyed the Charter equipment on the grounds of my apartment complex and fixed the issue that was causing my severe packet loss. I was happy that it was fixed, but this was after four or five unsuccessful technician visits and arguments with call center agents who would not work with me.
For a long time, my connection was stable. A few months ago the intermittent issues popped up again. At this point, I was severely apathetic about getting the problem fixed so I didn’t work very hard to get Charter to fix the issue. I called tech support a few times, but I could never convince and agent that I knew what the issue was and sending out a technician to “diagnose the problem” was a waste of everyone’s time. Why would I need a technician to come out and blame the problem on my computer when this issue was fixed before by a senior tech? Why do they send out a single tech before a senior tech is sent out to actually fix the equipment? What a waste of everyone’s time.
I weathered the storm and the problem ended up fixing itself somehow. Maybe they sent someone out here on their own and the problem was fixed.
Today the issues started again so I called and attempted to convince a tech support agent to skip all of the diagnostic crap and send out a senior tech to fix the equipment again. The agent refused to work with me and I was fed up with the complete and utter lack of regard for my time. I canceled my service and told them I was going with Verizon.
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My name is Eric Ketzer, and I am a Manager at Charter. I am very sorry to hear that we lost you as a customer. I certainly understand the frustration with having an Internet service issue. Based on the information provided it is tough for me to determine what the cause of the intermittent service would be. I understand that an issue you had in late 2008/early 2009 was resolved at the complex level; however, without being able to look at current signals it would be impossible to say that that was the same issue causing your current problem. I do understand that you have canceled our service, so it is not possible for me to resolve your connection issue, but if you ever need anything in the future, please feel free to contact my team directly by e-mailing, Umatter2Charter@chartercom.com. We would be happy to help in any way we can.
Eric Ketzer
Charter
Social Media Communications Manager
Umatter2Charter@chartercom.com
http://www.charter.com/Umatter2Charter
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