Charter Communications Corporate Office & Headquarters

I had really good service from Charter for internet until the Weds before Thanksgiving 2011. At approx 4pm, the internet went out. It came back on Thanksgiving day at about 1.30pm and lasted maybe 2 hours then went out again until about noon on Black Friday. Absolutely ridiculous that the 'net would go down over Thanksgiving. I was unable to communicate with family members out of state and overseas, I was unable to do any online shopping, and since many of the games I play require an active internet connection, I couldn't even play any games! Ridiculous! How can a company as large as Charter possibly have an internet outage that lasted almost 48 hours!!! Unacceptable. The only reason I'm giving Charter 2 stars is because I had excellent consistent service for 3 or 4 years until Thanksgiving 2011. If it wasn't for this period of great service, I'd be giving 0 stars.

They have some of the ruddiest unprofessional customer service agents I ever talk to they need to go back to class and learn how to have good customer service (Bad Service Nightmare)

Rating? I am an elderly women that NEEDS MY PHONE. I live on a budget and the agent informed me that I can get a bundle package for my phone,tv and internet so I switched so I can afford one of my medications. Most of the time the services just doesn't work. When callers try to call in they get a busy signal. The TV goes off or freezes when it's on and stays that way for hours. If I had an emergency I would most likely die from not being able to get help when needed.I am 80years old with cancer and most of the time I live alone. I have no other means of communications. The reason I switched to Charter is for the discounts so I can afford my medications. I was quoted a price of $114.00 monthly for all the services and after everything was installed and I received my first bill it was billed at 155.00 monthly that was much more then I was quoted. I have tried to make things right by having my son call it in and I have called it in as well but the problems with the services and billing are just to much to handle. I am requesting this one time then I will be calling every news station and newspaper to tell everyone my story. I would like a full refund for my problems with your company. I want out of this contract NOW. I need this in writing from your company as soon as possible. My phone number is (951) 371-1586 I need a call to resolve these matters with your company.

I have waited over a month to have my line run through charter. After 6 weeks and me calling every other day. One the last call I told them Fine I will call you back when I find someone else for service and not use you. They were here the next morning. BUT not I have a wire hanging on my house and there is raining coming in. I call and ask them about it they say o yea that is a big danger someone will be there in a couple days. O am I pissed I will so be calling the head office

0 stars...January to March of this year I had many issues.. and had many techs in and out of my house...rewired, house, to the pole and checked the lines back down to the node...and still the only excuse they could give me for my very poor speed was that " Someone was probably stealing cable and that was causing a feedback which interfered with my speed... ( yeah right... BULLSH*T!!!) they ended up bumping my frequency to another frequency that no one was hardly using and after a few days it settled down to a barely acceptable speed.. and was "fairly" constant... I almost could breath again... Three weeks ago, again, major connection issues… and I have had many a headache with a number of people trudging in an out of my house.. as well as a whole host of line technicians checking the situation…. ( or so they say, since I rarely see them, I cannot verify if they truly showed up… I have been verifiably stood up two times before by house technicians in the last 3 weeks.. I have made appointment after appointment,, and have been stood up with no call , no show at least twice… and while the connectivity itself has been restored, my speed still suffers tremendously..The connection/ signal fluctuates tremendously… ( verified by their own charter technical service employees/contractors… As per my contractual agreement with charter communications,, I am supposed to have the 18 mgbs per second. Using the Charter speed test itself, I show continuous speeds well below half of that… AND, after talking with your contact employees and persons that answers the phones at your help desk, ( all requiring me to reboot my modem again and again,)… there is nothing left but to complain over and over. The signal fluctuates tremendously to the point that it cannot and will not support a good strong connection. Many line technicians are either unwilling or unable to pinpoint the cause and engineer a fix. Also, when I call to complain, no one every reviews the past history on the account, even when asked, and they insult my intelligence by demanding that I reboot my modem over and over. I am exhausted of calling and complaining.. I am exhausted of paying for services that I do not receive. I am completely baffled by my last phone conversation this very evening and being told that I need to have a signal booster and amplifier attached to my internal area of my house… ( I have been a charter customer for many many years and have never had to have a signal booster before…) and then lastly , after telling me that he had created an appointment for tomorrow, (Alvin).. slammed my call to someone that was completely unaware of my plight and I had to start telling the issues all over again… I have to be honest with you… I work customer / technical support for a very large hospital system. If I gave the same poor service that I have received, I would have been out of a job a long time ago. I read many horrible things on charter and somewhere in the back of my mind, I have always thought ,, “ Surely they are people that just like to complain,, surely NO ONE would run their business that way… Surely, no one would make their living by allowing such deplorable customer service as well as a supremely POOR product… I am sorry to say, that every complaint that I read on the net, ( and there are many) and every complaint that I hear from my friend, co-workers and acquaintances, ( and there are many )…seems to support the fact that charter has tremendously poor customer service, even poorer technical service, and an even poorer product still in its high speed internet. I was a loyal charter fan for many years Charter.. and you ruined it big time. I worry for your employees and their families, as you are sure to run out of customers to treat like crap.. and we will all revolt on you and leave you penniless and in the gutter with no one to care.

I must say that the customer service I had received tonight from Charter was absolutely ridiculous. I spoke with 4 different people, Cesar, Richard, an agent with only a number of 47M and a gentleman in tech support. I made a payment back on Sept. 30 which for some reason they did not process. I received a confirmation that they got the payment. When I spoke w/the rep 47M she said she couldn't see this payment in her system, this was as I was looking at my account online and could see it clear as day. The tech support guy found it so he sent me back to the billing department. I got the same female rep 47M who transferred me to Richard who then transferred me to Cesar. I asked Cesar who's error it was now that my bill was well over $300 and he could not tell me. He said he is in billing BUT DOES NOT PROCESS PAYMENTS ONLINE. Last I checked billing would process all payments. So I asked him to find out who does process them and after being put on hold again, he told me it's noone human, it's all done through the computer. I was on the phone w/all 4 of these people for 1 hour and 15 minutes and what do I get b/c of their error, $20 towards my balance. WOW!. I have been a customer w/Charter for 1 1/2 years and every other month I have to waste time on the phone w/them because of issues like this. I have always paid my account on time and in full. I cannot believe they would treat their customers this way b/c noone wants to admit they made a mistake. I truly want to cancel my service with Charter b/c they are nothing but a constant headache. The internet is constantly in and out and it takes forever to get someone on the line to get it fixed. I have been reading other peoples comments and it seems that I'm not a lone w/the awful service Charter keeps providing. I work in customer service and never in a million years would I ever treat anyone so disrespectfully. I think Charter should be ashamed of the service they provide but more so for not taking responsibilities for their own mistakes. We all know if we missed a payment by even $1 our services would be shut off with out question. 314-965-0555. 12405 Power Cord Dr St. Louis MI, 63131

Can I give them a 0? I have been down ( no phone/internet) for five days now and they keep sending techs to my house who tell me that it is NOT my house it is a line issue and they will escalate it. Then when I call in I am told well they didn't tell us it was a line issue, you still can't use your phone or connect? I am livid. BTW I live in ALABAMA and I am switching to AT&T Uverse, TODAY!!

Phone services and Internet have cut out on a regular basis. Tech support is difficult to get a hold of because of the automated systems. I have to repeat my information 2-3 times before anyone can even attempt to assist me. By the time I actually reach a customer representative I am so frustrated that my tone completely changes. It should go directly to a customer service agent that is able to assist me and cut out the other crap. It is uneccesary and makes the company look lazy. Charter Business should have a direct line to assist businesses immediately. We waste our time calling in and we are losing business because we are unable to recieve phone calls. I have to call in on my personal cell phone because my Internet AND my telephone don't work. Pathetic.

I have heard from many people to watch my bill. At first I thought they were exaggerating but now I know Charter is one of most deceiving unethical companies I have come across. Like Ma Bell, make your money now because sooner than later another company will come in and we the little consumer will have a choice. They have some of the ruddiest unprofessional customer service agents I have ever come across. The one I spoke with today decided what I was saying was funny to her. When I confronted her on I didn't find it funny, first she stated she was sneezing then when I told her I heard you laughing she stated she thought her phone was on mute. She talked over me and when I tried to speak she kept talking. Of course I was offered the opportunity to be nickeled and dimed on a monthly basis to offset a service I should have never been charged for. Needless to say I have alot of extra charges on my bill when I was told I would have a locked in rate. One of the most amazing things is our economy is in bad shape. People need jobs but Charter seems to employ ones who must not need them. There's no way I would employ someone who spoke to my customers the way these agents are allowed to.

This is what I wrote to Charter, the worst cable system in all of America: I am writing to let you know of my horrific ordeal with charter communications. I think charter communications is a SCAM, yes you are scamming your loyal customers!! I think this is so ridiculous and hurtful. I am not surprised at the tactics charter teaches its representatives in order to get more and more money from its customers. Charter should be really ashamed of such a dishonest, disloyal, uncaring, and greedy way of conducting business. On Thursday, September 15, 2011 I called your offices at approximately 10:45am and spoke to one of your representatives named “Shun”. I wanted to downgrade my cable package because I am getting laid-off from my job. I explained to him that I wanted the least expensive price for just the basic cable and the internet. We went over the packages and he offered me the basic expanded with the internet for $89.99 per month and that the bill would be $113.00 with tax. I agreed to this package and the two-year contract. He explained that I would see some “recent activity” on my bill and would pay the bill by Sept 25th. He told me that one of the charter representatives would be out to my home on Friday, Sept 16 between 10am and 12noon to remove the DVR box and set-up the cable box, and that the phone would be off within 24 to 48 hours. This call lasted 45 minutes and I felt assured that all would work out and the new plan would start without any hitches. So, I took a vacation day from work so that I could be home when the representative arrived. On Friday, September 16, I tried to make a call on my home phone and found that it was already turned-off and the new charter package (cable) had already been updated. As I waited for the cable person to arrive, I called charter at 9:35am and spoke to “Rachel” to find out why the phone had already been turned-off. At first she said that they did not have an order for me at all. I asked her if not, then why was my phone off and the cable channels were missing and the DVR button was no longer there. I explained to her what occurred on the day before and all of a sudden she found the information but then advised that no representative would be coming out because charter was able to make the changes from their offices and I would have to take the DVR to my nearest charter location and exchange it for a cable box. I was very surprised at this and upset. I asked why a representative would come out to my house last August 2010 and bring the DVR box and take the cable box and no one would do the reverse. I explained how wrong I felt this was since I was not an expert in removing the DVR box or setting-up a new cable box. She then advised that it would be a $49.99 installation fee for a representative to come out! This was so totally ridiculous that I decided to keep the DVR! I was so upset and discouraged I asked for a supervisor and was on hold for more than 15 minutes. “Domezlya” who said she was a supervisor (said she was in North Carolina) said that this is the procedure. I was appalled at this statement!! I told them to just to forget everything and I would just keep my original package since there was confusion. She told me that I could not have the same phone number I had the day before! I was shocked that they had just turned off the phone that morning or could have been later the evening of Sept 15! I explained that since I am moving shortly to a different area, I did not want a new phone number and why was it not possible to just turn my phone back on. She said she could not because the phone number was no longer available! What!! Domezlya, the so called supervisor said that I would have to get another new package since I refused to have a new phone number! Are you kidding me I said?!! So she said that the package that I signed on for the day before would have to change!! She said I would have to pay 124.98 for the expanded, $20.00 for the DVR, and $10 for the router, a total of $154.98 plus tax! This is no savings at all. When I had the home phone plus the package it was $184 per month including taxes!! And now I have to stay in this package for another two years!! I am just so upset and furious with Charter. I feel that I was “strong-armed” and had no choice but to agree. This call ended at 10:40am, over an hour!! I understand now why my family members and most of my friends decided not to have charter communications as their carrier. I will soon be one of them, especially if charter does not try to make any amends towards this very upsetting incident. This has made me furious and I don’t think I will want to trust Charter with any more of my business. Charter is not a good company and does not care about their customers. At this point I am seriously thinking of paying the $75 cancellation fee instead of continuing with charter. Prove me wrong! A very upset and disappointed customer.

This is what I wrote to Charter, the worst cable system in all of America: I am writing to let you know of my horri

Typical story. We got a Charter bundle at a good introductory rate. After 1 year it doubled and we called to cancel all service. The Charter Customer Service rep on the phone offered us "new" package at a low price and we agreed. THEN the old high-price stayed on our bill as a "debit". Each month for 3 months Charter said they would fix the excess billing. NOW , 3 months into this nightmare they are demanding $338 they say we must pay because THEY have no record that their Customer Service promised us a lower rate. We filed an official complaint against Charter Communications thru our States Attorney Generals Office! In short: DO NOT put up with this bankrupt companies BAIT & SWITCH. DO NOT let them LIE and play a SHELL GAME with their service charges. They are almost out of business and they are desperate for cash flow; don't let them rip you off to pay for their CEO's corporate greed!

my advice if you have charter get out of it if you are thinking about adding a charter service forget it !! we have had charter here for 10 yrs with best package ( full channels all movie channels fastest internet dvr + phone) the first few years were fine service was good prices were crazy but thats ok the last 5 years every year we have problems like channels going off ( all channels over 90 poof just black screen) or pixilating or internet issues getting slow etc then i get to spend 4 or 5 2 hr days on the phone w charter to get techs out then i sit there for 5 -6 appointments and finaly few weeks later the problem is fixed and i get told that "someone "turned down the signal strnth at the head of road and now its been turned up so its fine and it is for 1 yr then we start all over again ! the techs always need to look in house test this and that over and over change splitters run new wires because we had 4 telivisions and charter cant run that many with 1 line drop so now i have 3 lines coming in from pole 1 dedicated internet 2 for tv and phone well now i get a green / pink/white strobe like effect on the ondemand menu that started 4 months ago 4 weeks ago i noticed my internet was stopping no signal and my phine same and tv i loose all the upper channels over 90 this fun happens every day from 1 am to 9 am so in last 4 weeks i logged over 25 calls to charter had no less than 9 techs out they all see the problem and tell me its a line issue on the pole but you got it they all need to waste 1 hr testing all the inside stuff again so NOTHING GETS DONE i still have the same problems as i did 4 weeks ago and i have wasted so many days waiting or on the phone its crazy and i still have no idea if or when they will fix it i am about to have it all removed and use other service

they should have a tab that says suck because charter sucks and i would not refer anyone to charter...i'd rather stay at home and look at my walls...Ive had charter for 4 months and I call every month about my bill

I have been a charter customer for years until recently. I recently asked for a better deal on my tv package. The agent on the phone told me there was nothing else they could offer me. So I returned my equipment to Charter and told them I would be switching to DIRECTTV. I had a credit on my account and I was told the refund would be mailed to me. Three weeks later and still no refund. When I called Charter to find out where my refund was the agent informed me due to Charter procedures my refund could take up to 6 to 8 weeks. Maybe I should apply a late fee on them for every day I don't get my refund.

From the time I made a call to Charter to set up my service has been a nightmare. Took days to get it installed. One tech just drove right past my house. Called 4 times to give them the correct address, the same address I verified on the first call. Then I call and they say it isn't offered at my house because we are to far away from the poll by 150 feet. Ok so why does the guy on the other side of me have it? I set up to get a three bundle package but they forgot to install the phone. So it took about another week to get that done. Needless to say my billing has been a total cluster. Added over charges and mistakes in billing. Deals promised that are not even available on more than one occasion. Techs offer deals that Charter says they do not have. Then CS offers up deals to correct the tech mistake which then on call back another CS agent says we do not offer that deal. :/ This company is horrid and I am planning to drop them very soon and get a company that 1 Cares about their customers 2 Has a clue what they are doing and talking about . If you can get someone else then I suggest you do.

Charter customer service is extrmely poor. I have had consistent internet opportunities over the past few years. Every time I call I explain to them how it works fine during the morning and then in the afternoon my latency goes to 3000+. I try to game with my son and with latency of this magnitude it is impossible to have any fun. They recently have upgraded the Charter Business Service in my area and I continue to get the DNS server message. One problem I do not have Charter Business and once I go through the steps to change my settings I should not continue to get this message. This company is so frustrating to deal with and work through your problems. This is why the Federal Governement needs to open the market to other companies. So we have an option and the companies will compete for our business. If you have an option in your area choose someone other then Charter or Time Warner. UPGRADE OUR INFRASTRUCTURE......

I write out of complete frustration. My neighbors and I have been experiencing intermittent cable and internet service for the past three weeks. I have spoken to Charter customer service, contract call centers at least four times, one of which was in Manila, the Phillipines,which was particularly helpful (not). I have had four contract technicians contact me or visit my home, each of which was very professional and polite. I finally found a telephone number (very difficult to locate) for the local operations director, a Mr. Dan Hartsman. He informed me they knew what the problem was and it would be corrected in the "next couple weeks". That would make a poor service total of about a month. He then told me he "was not going to call an additional contractor for a hand full of customers". I told him he was going to lose a customer and he replied "that he could not become emotional over the loss of one customer". The impression transmitted to me, real or imagined, was that this local operations director did not sufficently care about either one or a handful of customers, and that he had met the company's duty by offering to credit my account for lost or poor service. He conveyed no sense of urgency. This seems to fly in the face of Charter's CEO Lovett published comment that their desire was to improve the customer's experience. I suggest that Mr. Lovett needs to remove some of the layers of filtration in his receipt of customer communications.

My cable box kept shutting off, requiring me to uplug and reboot it several times each day - after explaining this to the on line tech - sheryl- she advised me to unplug the box and plug it back in- something I had been doing several times a day for a couple of weeks and then she discountiued the conversation. Not having my problem resolved, I decided to drive 25 miles to the closest Charter office and exchange the box myself. After exchanging the box and driving home I discovered they didn't give me the power cord to plug the box in! I then called the tech support line and was told they would be glad to deliver the power cord to my home - in two days - but there would be a 35.00 service fee for the tech call to my home since I don't have wire coverage. This company is to be avoided at all cost. They are not customer oriented. I'm switching to a differant company as soon as possible.

I have needed a Flex 500 cable installed and have since the beginning of being a Charter customer. The services is so substandard to the TV and the Internet is so SLOW- my sister has Old School dial up and it is faster than my HIGH PRICED charter service! This bill is ridiculous, 110.00 a month and very FEW channels for the money. I have had well over a year of POOR service! The TV is doing this tiling thing. The picture is a whole bunch of little squares and then is just stops in the middle of a program and then doesn't come back on until sometime later after that program is over and into another show,I have been calling every since this May 2011 and this was motivated by the services just wouldn't work! This has been going on every since the cable has been installed years ago, I complained then BUT I got so tired of having to spend the time calling, that it seemed like it was my full time job. I have experienced some really SUBSTANDARD services from Charter especially in the past 12 months. I stopped calling as to it was a waste of my time! Well finally they have determined that the problem is the cable ran to the building. It has been determined that the drop needs to be a Flex 500 cable and I have been waiting and promised this would be done for months now and it is to no avail. I am so frustrated I cant write the rest of it! I would appreciate a call from an Executive or someone that could do something about this! Please call me at 231-651-0681, and ask for Matt