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Review by dbslayer 
UPDATED: a few minutes ago
member for 95 days, 130 visits, last login: a few hours ago
 Covington,Saint Tammany,LA
 $59 per month
 about 58 days
 "Fast, reliable, stable, Online support via forum and twitter"
 "Phone support"
 "Extremely happy customer after 42 days of service"
| Pre Sales information:
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Highlights
Charter phone support has to be the WORST experience I have ever had.
Charter online support has to be the BEST experience I have ever had.
This rating reflects my experience with the online support process.
Note: The “Charter Direct” forum support staff are the PRIMARY reason I am a Charter customer AND a very happy Charter customer. These same Charter support people also provide support via twitter. Follow Umatter2Charter on twitter or just post to the “Charter Direct” forum at dslreports.com site. This forum is private between customer and Charter.
General Overview
I wanted primarily a fast, reliable, and stable connection no matter what the price.
I pay about $13 / month more for Charter Internet which includes $5 for modem rent.
I was a Bellsouth DSL ( AT&T now ) customer from 2000 until 2009.
Both Bellsouth/AT&T and Charter are stable and reliable, but AT&T (6Meg) is not nearly as fast as Charter (20Meg++).
My choices are Cable or DSL.
Install Process
The first 23 days were a waste of time when using the “Phone process”.
Using the “Online process”, the 39 days from my first post to the “Charter Direct” forum to my completed install was long, primarily because my neighborhood is only 2 years old and cable had to be run under the road to my side of the street.
Speed
Unbelievable ! My 1st 2 weeks using 5 or 6 test sites were consistently showing I was getting very close to what I pay for which is the 20Meg download and 2Meg upload. Then Charter implemented Powerboost and now these same test sites show my speed always over the 20Meg download and up to 34Meg which is the best so far ( using speedtest.net site ). Also sites with lots of pictures are a bit faster too. Big downloads and uploads are VERY fast and OBVIOUSLY MUCH faster.
Stability and Reliability
It has NEVER gone down yet. My speeds are ALWAYS faster than the FASTEST I ever got with DSL and usually 3 to 5 times faster. I work from home using VPN a LOT at all times of day and night. I download and upload large files regularly as part of my job. I use the Internet for personal use a LOT for many things.
It is too bad that AT&T is lagging so far behind because I use to like them. Although U-Verse is being rolled out in my area, it is not available to me yet. And it has a slower max speed than Charter offers today. While AT&T is deploying U-Verse with a max download of 18Meg, Charter is deploying the latest Cable speeds of like 60Meg download! And 60Meg download will probably get to my area WAY sooner than AT&T could ever offer something like this.
Equipment
Renting modem from Charter which is "Ubee U10C018 Data Cable Modem". I am using a Linksys router model WRT610N.
Note: I have been working with computer software since I graduated college in 1981.
Well enough for now. I will post updates and could provide more details.
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Review by slmetcalf
UPDATED: 1 days ago
member for 7.9 years, 935 visits, last login: a few hours ago
Athens,Limestone,AL
$55 per month
about 10 days
"Umatter2Charter Guys"
"Reliability, Customer Service, Supervisors for Customer Service"
"It is beyond horrible and customer service is useless"
| Pre Sales information:
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We signed up for charter in 2006. Nothing else was considered as there are no other options in our area. We did have the cable and internet but dropped the cable due to horrible reception that charter could never correct. We have kept the internet as their are no other hsi options where we live. We have the 5mg package. Over the course of the last year our connection has become a problem. The product is sub standard. Problems are so bad that our internet drops at least once a day for 10 minutes. Just as mysteriously as the connection drops it comes back up. Problems still exist even after changing out modem. We own our modem. If I had an alternative to them I would drop them in a heart beat.
Update problems thought to be corrected 2 weeks ago are happening again. In the last week my connection has dropped 4 times three of them were for more than 20 minutes and the last one today was for more than an hour with 100% packet loss. What these people refer to as broadband barely passes for usable internet anymore. Have contacted charter yet again and waiting to hear back from the tech today. Well the rep that I talked to today told me incorrectly. I had them verify that it would be today that a tech would be coming out. I was assured that my connection would be fixed today. Customer service is useless. If I could tell them where to go I would but I have no alternative for internet here.
Update was told yesterday that someone would be coming today between 3pm and 5pm no one has called and no one has showed up and it is 4:45. Guess I will be calling again in 15 minutes to find out what excuse they have for not calling or showing up yet again.
Well the tech did not show up to my house they claim to have called me. Phone never rang and I was home all day. The last supervisor that I spoke with claims they called yesterday also but said I was not home again untrue. Explained that this was an ongoing issue but they refuse to dispatch a tech on the grounds that we did not answer the phone. Can't believe that customer service is so horrendous. Out of all of the broadband providers I have dealt with Charter's Customer Service is the worst. Price was the one thing that I could say is good about charter but not even that is true anymore for the product quality that I get.
Update 10/12/2009
My appointment that should have been Friday got pushed until 7:45 tonight not happy about that but the Umatter2charter guys have been great and are doing everything they can to help me with my problems. Customer service however continues to be the worst that I have ever dealt with. Although a handful of the reps I have spoken with have attempted to help and even fewer have actually worked with me regarding my issue
Update 10/13/09
Technician finally showed last night at 7:45 which was bumped twice in one day. Connection dropped last night just before the tech arrived and very briefly did this morning around 11:30am. Was told that a supervisor would be coming today still have yet to hear from them if or when he will show. Umatter to charter guys are still working with me and that is greatly appreciated.
Update 11/5/09
I was informed yesterday by the local office that I have been dealing with since my problem was escalated a month ago that my problem is corrected. My better judgement tells me otherwise. Still experiencing packet loss as much as 39% just this morning. If the connection were fixed the packet loss would not be there.
Update 11/19/09
Well my better judgement was right. My connection has dropped 3 times in two weeks since the problem was fixed on Oct 22nd.My modem has continued to reset in this time frame as well My most recent drops were late tuesday night early wednesday morning and late Wednesday night early this morning. All they can tell me is my connection has been steady which it has not. I have now asked for the plant manager to become personally involved as this has gone on way too long
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Review by matt314159
UPDATED: 1 days ago
member for 3.8 years, 339 visits, last login: a few hours ago
Hesperia,San Bernardino,CA
$85 per month (24 month contract)
about 1 days
"Most of the time, it just works...and FAST!"
"When it doesnt, good luck getting somebody with a triple digit IQ to help you out."
"Explore your options. Sometimes Charter is the best value, sometimes it's not"
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**UPDATE NOV 19, 2009**
With Charter's Ultra60 coming into town I just had to take the leap. I walked into my local office, was quoted a contract price of $29 for the basic 5mb + $55 for the Ultra60 Upgrade. When you think about it, $85 a month for 60mb/s down and 5mb/s up is freaking INSANE! Three years ago, when we were all stuck at 3mbps down for $40 a month, this was unfathomable.
Anyway I received a SB6120 modem and agreed to the 24 month contract. I don't mind the contract, actually. I was tired of playing the 6 month promotion games. I don't have to keep the 60meg service for two years, just the $29 5meg service. If money gets tight I can drop the service down penalty free.
So far I can't get any speed tests to show me that i'm actually getting 60mbps speed, they all seem to top out at 20-30mbps, but downloading via astraweb on usenet shows I'm getting around 5MB/s download speed using 20 connections....that's 40mbit/s...I'd like to be seeing 50 or more but I haven't even had it for a day yet so we will see how it goes and go from there. I'll update more as I find out more. I like this speed tier since it is all-you-can-eat, no-caps internet. Not that charter was enforcing the caps before, but I like unlimited.
[/update]
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I'm my family's designated liaison with Charter. I've got five different households (grandparents, parents, aunts, uncles) in my family that all use charter. When something goes wrong, i am the first one they call. I then go to their house and deal with charter on their behalf.
My biggest beef is the offshore tech support. No matter the issue, they will always step you through their prewritten script, with NO CONCEPT of what is actually going on at all, and no attempt to actually wrap their minds around the situation. Once I can bully through the 1st tier tech support and get somebody who 1) speaks English and more importantly 2) knows what they're talking about, I usually get results pretty quick.
Charter's "regular" pricing is atrocious. Their promotional prices are starting to get shorter lately, offering 3 to 6 months of the promotional rate instead of 12 like they used to.
At my house, we have options. Verizon 3mb/768k DSL is available for $29 a month, and Dish Network is always a thorn in a cableco's side, so I use this to my advantage. If you know how to work the system, you can strongarm them into giving you decent rates. But you have to be willing to walk when you call their retention department. My latest achievement was getting 3mb HSI for $19.99 for 12 months. It happened because I was ready to walk away for good. I had Verizon install DSL at our house (we had 30 days to "test drive" it before we got locked in a contract) and I was pleased, so I called charter to cancel. They offered me some half-hearted 3 and 6 month deals, and when I was adamant that I wanted to cancel, because I had found it cheaper elsewhere, they finally relented and gave me the $19 rate for 12 months. So I actually sent my DSL modem back to Verizon and canceled Verizon instead of charter. Lucky for me, just a couple weeks later, every southern California customer (that I know of) who had 3mb cable internet through charter, was put on a special "5meg preview" tier, which is good through February 2008. So for the last 6 months, I've had 5mb internet for $19.99/month. And I'll gladly ride that wave into '08.
Last night our cable modem got knocked offline, and through talking to my family members who also have charter, discovered that it was an area-wide outage. The modem knocked off around 11pm,and when I got up this morning at 6am, it was all back and running normally again. This was, however, the first time in OVER A YEAR, that we had had an outage like this.
Bottom line: Shop around, and play the companies against each other. If charter wins pricewise, go with them. If not, I'd recommend whatever the other alternative is, because Charter is definitely NOT worth any kind of a premium price.
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Update: 2/13/09
It's been a little while, and I'm now on the 16/2 package for $55 a month. Overall I'm still very happy with them, but with their new CAPS, I will be keeping an eye on the competition if something ever comes along that is as fast. But until then I'm still overall very happy. We've had a couple of outages in the previous year, but nothing too bad. I still avoid calling tech support like the plague. Speeds during peak times lately have been between 6-12mbps when they should be 16, but since I do most of my downloading between midnight and 7am, it hasn't gotten in the way too much. Though if they don't straighten that out in the next month or two, I'm going to have to do something about it.
Followup comments:  KoRnGtL15
Premium
join:2007-01-04
Grants Pass, OR | ? Whats your complaint? The pricing. Ok whatever. Go wheel and deal to get the better price. But 1 outage in a year and your complaining? | |
| matt314159
join:2006-01-18
Hesperia, CA
 ·Charter Pipeline
1 edit | Just because it works doesnt mean it's a great company Tech support is my biggest complaint with them. Just because there's no outage does not mean I don't have a reason to complain.
Say, for instance, the time I bought my grandmother a surfboard 5100 so she could quit paying her modem rental fee. Called and got the modem put on the account, only turns out they didn't take off the other modem, nor did they mark the one I swapped onto the account as my own, even though I specifically told them, I was swapping out the leased modem with a modem i bought with my own money. I had to bang supervisor's heads together to get them to understand that I was not going to pay them $3 a month to use a modem that WE OWNED. Stuff like that.
We've had some billing issues as well, that were a hassle.
Overall, charter really isn't that great of a company, though in our area of southern California, there are relatively few technical problems (Thank God I don't live in riverside). So like I said, Charter isn't my first choice of a company, but its livable. The service works, but the support structure (by that I mean the CSR's, Tech agents, etcetera) is subpar. | |
| KoRnGtL15
Premium
join:2007-01-04
Grants Pass, OR
| ........ I agree with what you say about the support and what not. They pulled the same thing on me with the modem deal. Ive had my own since day 1. And since the bill is just paid. I got to looking and they charged $3 extra bucks each month. This was 11 months worth. I called customer service and there was no hassle with credit being credited to the account. My only choice for service out here is Charter and Qwest. Qwest only offers 1.5 mb dsl service. Way to slow. Charter offers 3mb, 5mb and 10mb. Im on there 3mb plan but with a 5mb preview until Feb 2008. Its $29.99 right now and in Feb im staying on the 5mb plan. Which jumps it up to $39.99. While pricey. I simply dont have any other choices in my area for service. Which really stinks. Service has been pretty reliable. | |
| | matt314159
join:2006-01-18
Hesperia, CA | Re: ........ You listed the only company I've heard that most people agree is actually WORSE than charter, and that's QWEST. I've heard nothing but horror stories about that company. You definitely made the right choice in sticking with charter. | |
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 Review by jopfef
UPDATED: 3 days ago
member for 8.6 years, 4222 visits, last login: a few hours ago
Saint Louis,Saint Louis,MO
Contract price not specified.
about 1 days
"VERY fast speed, and it's rock solid."
"Zip for price due to being an employee"
"Can't beat the speed!"
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11-17-2009: Moved this fall, to a little house in the woods on top of a very big hill -- and had Charter re-installed the day I moved in. Install tech looked at the outside line after he couldn't get a good signal, said it was badly damaged, and then saw the squirrels running around in the trees. *grin* He immediately ran a new line and arranged to have it buried this time, to prevent any more damage from my friendly little "neighbors". Bury crew was here the next day, and no problems with any connections at all. Still have just the TV and the internet service; not paying for phone service as I pay a ton of money every month to have my BlackBerry phone and need it more than I need a house phone. Still running at 20 megs with no problems, and very happy to have the service on top of this hill; wasn't sure Charter was up here when I moved, but happy that they are!
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5-5-2009: Still have Charter cable installed, and still working for Charter. The only problem I've had was a 9-day delay in getting the outside line put back up when a boom truck went by and pulled it down (had the boom partway up). Due to the stupidity of the person who took my call, the work order was entered incorrectly, and it took NINE DAYS for a tech to get out here and restring it. Once that was done, no problems.
I'm now running at 20 megs, and it's great! Today, just for fun, I installed Windows 7 RC 1, and it's running on Charter. Way better than Vista, and my laptop is hitting top speeds now. Very pleased with that, and will probably upgrade when the final release comes out.
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9-23-2008: Well, it's back to Charter cable for services again. I moved in June, and the DSL that was available here absolutely sucked on speed. So out the door with it. I'm a Charter employee, so had the TV and the internet installed, and it's running just fine. I jumped to 16 megs for the internet, and it's awesome! AT&T doesn't have anything close to that, needless to say. The only problem I had was when a boom truck drove by with its boom up, and snagged both the Charter line and the electrical line coming into my house. Utility company was here in less than 30 minutes. Even with all my ranting and raving, it still took Charter NINE days to get the line put back up. Disgraceful.
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9-13-2007: I'm still gone from Charter, but that will probably change within the next few months. I'm in the process of looking for a home to purchase, and depending on the availability of cable being there, plan to have Charter installed again. It'll be free this time around -- it's one of the perks of being an employee. *grin* I find it quite humorous that my current living situation dictates that even though I work for Charter, I have AT&T DSL at home. I did just upgrade to the 6 megs on the DSL, to see if it's any good; I'll know when the new modem gets here -- I'm running the DSL here on an old 5360!
I'm NOT a fan of the bundle setup that Charter is offering. I don't own a television, haven't owned one in years, and see no need to own one. I also don't need a phone, since I depend exclusively on my cell phone. The phone line here is used strictly for the DSL line; there isn't even a phone hooked up to it. So I don't know how that will fall out if and when it comes time to install Charter again. Time will tell!
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It's been awhile since I posted an update and there have been some changes, so here goes. I'm gone from Charter even though I loved the speeds that I got; very consistent, as tested with the tools here at DSLR. I was on a special rate at Charter for the last several years. Not only did I lose that rate ($26/month), but I went straight from it to the new rate of $58/month -- and that's just for Internet service!!! I don't have cable TV here, so that was just too rich for my blood. Called Charter and cancelled the service, effective the day of the new rate hike, and called AT&T and ordered DSL.
My Linksys BEFCMU10 modem is packed away for another day. I'm currently house-shopping, and it will most likely be put to use again after I move. For the time being, I'm using an old Speedstream 5360 that I had lying around here; it does the job admirably well, and is hooked to my Linksys router before branching out to my systems.
I was very unhappy with the massive increase in price with Charter. I still think they have the best speed in town, although I'm not at all interested in their 6meg offering. I am sad to depart from them, but have to do what's best financially right now. I think those prices for naked internet are ridiculous. :-(
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 Review by erin1
UPDATED: 4 days ago
member for 7.7 years, 1767 visits, last login: a few hours ago
Buford,Gwinnett,GA
$55 per month
"Has decent speeds, and quite reliable. Better than ATT by far."
"Bordering on unfordable and thats having internet only!"
"If you want internet only they rape your wallet! free market...sigh"
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Speed is as advertised, latency seems to have been somewhat fixed for prime time.
I have the 20/2 internet service for $39 +$10 for not having useless tv service. Having only one cable choice in town sucks. I have my own modem.
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 Review by spm9999
UPDATED: 4 days ago
member for 6 years, 2768 visits, last login: a few hours ago
Imperial,Jefferson,MO
$50 per month
about 3 days
"Fast download speeds"
"Expensive"
"Charter's pricing is getting out of hand."
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Now at 3 down and 256 up..
I only had a week or 2 of connection problems. It was just a matter of shutting down the computer and unplugging the cable from the modem. I haven't done that now in a few months. Up and running for 7 months now and the price went down to 39.99 (no more paying the $10 penalty for no cable tv service) and speed went up to 2mps. So much for the old 300 baud modem on my commodore 64!!
Static IP
3 days till install and very good installer did it all and the way I wanted
I bought my own cable modem a ZOOM that works great
Speed is very stable. I never see a drop.
Update 12/04
Still reliable. I haven't lost the signal in a long time now. My Zoom modem went bad, so now I have a Motorola. The Zoom lasted just over a year. Maybe it's better to rent? I had to lower the value for money rating though. Broadband is getting cheaper especially in this area with DSL. I will stick with Charter as long as they don't raise the price..
Update 1/05
Price went up $10. $49 is just a bit out of hand. I will probably jump ship to dsl when it becomes available. Which should be soon.
Update 9/05
Price is up to $60 a month for 5 meg now. I wanted the extra upload for voip. DSL not available still. Probably never will be.
My signals are bad lately and tech support has no clue or care. Loosing connection in the early evening.
Update 11/06
Doing pretty good again. Spent 3 months on the phone with tech support. Eventually ditched digital cable and things got better. Charter needs to learn how to treat thier customers right if they are even going to be in the black.
Update 4/07
I've had a few outages lately, but so has the whole area. Other than that it's been solid. If dsl comes to my area though I will jump to them. Charter is way too expensive.
Update 04/08
Called and got a better price and upgraded to 10/1 service. Now paying $50 a month, was 65. Price also includes home wiring. Service has been solid.
Update 11/09 Hard to get a deal with them lately. Running solid, I hardly ever see downtime. Powerboost is supposed to be here.. I don't see a difference in speed.
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 Review by BBT IV
UPDATED: 6 days ago
member for 3.6 years, 992 visits, last login: a few hours ago
Central Point,Jackson,OR
Contract price not specified.
"Always connected, good speed"
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Since I am a Charter employee my pricing is significantly different than others. My services (HSI, Video & Phone) have only been down when the power was out for several hours.
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Review by cahiatt
UPDATED: 7 days ago
member for 8.6 years, 1383 visits, last login: a few hours ago
Smyrna,Cobb,GA
$208 per month (24 month contract)
about 7 days
"Didn't rely on Bellsouth anymore"
"High prices for higher upload speeds."
"What are my other choices? None I guess."
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November 2009
After running two dry-loop DSL lines here at the house for the past six years I finally decided I needed more upload bandwidth. ATT is of course never an option. I opted to test out a Charter business line bundle since I run web and mail servers also. Although the price is 50% more than BOTH of my DSL lines, the upload is nice. I have not noticed any drops in performance and the 8/2 line usually shows 10.2 meg down and 2.1 meg up on regular speedtests. I was luckly to get 640k of upload on the DSL loop.
Good job Charter. Now work on those prices. I'm not enjoying paying more than double the residential rates just to have port 25 open....
May 2007
I'm still not using Charter here at my house but I did have them start services at my mother-in-laws place. I am for once slightly impressed. They are finally providing a decent product at a competitive price. I signed her up for 3meg internet, their unlimited local/long distance digital phone service and basic/expanded basic cable TV for $79 per month. Total bill is about $86 after taxes.
Bellsouth's competitive bundle with phone, internet and DirecTV was nearly $135 per month after taxes and "fees"....
I'll probably be signing back up for their video service soon.
(Around June 2003)
This house already had Charter cable internet when I got here. It was my mothers house. She moved out, I moved in and just took over the bill. All I can is what a headache. Charter service was constantly losing sync. Modem stats showed S/N ratios to be borderline and sometimes out of range. On only one call out of about 15 to tech support was anything done correctly. That was when I put my own modem in and they changed the MAC address in their system. I kept them all of thrree months until I found another DSL provider other than Bellsouth. Skip charter if you can. Even if it cost more.....
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Review by patrick2851
Posted: 8 days ago
member for 2.2 years, 29 visits, last login: a few hours ago
Athens,Clarke,GA
$35 per month
"Good speed, decent package pricing, (mostly) pleasant agents"
"Terrible line quality here in Athens, Ga; frequent loss of service"
"Its a tough one - speed so much faster than DSL, but often drops."
| |
I am now on the 20/2 tier and its great when it works. I have had so many tech visits here I couldn't even give a number (>50 probably in past 3 years), and 90% have been pleasant and genuinely wanted to help. But alas, issues still persist. I'm sure their service is much better in neighborhoods with better quality lines. The past year and a half or so I've noticed an improvement in their motivation to address customer concerns, so at least they are responsive. I use my own modem (SB5120/new 6120). If it worked consistently I would be happy. I pay $35.00 for this portion of my cable bill.
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 Review by sleddie
Posted: 14 days ago
member for 6.4 years, 1892 visits, last login: a few hours ago
Sheboygan,Sheboygan,WI
$53 per month
about 4 days
"High speed, Reliable connection"
"Tech support (Phone), Power Boost"
"Faster than AT&T DSL for my area, Decent price with promotion"
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Ordered Charter's 10mb HSI on Oct 24th and was live on Oct 28th. This connection replaced 3mb DSL from AT&T. So far the speed has been consistent and the connection has remained solid with no drops or other anomalies, however, Power Boost makes it difficult to gauge the HSI with speed tests. Installation was a breeze. Less than an hour to replace my drop and setup the hardware. I was surprised however when the tech hooked up the ancient Motorola SB4200 modem.
I have to rate services worst for the time being because Charter refuses to give me my account number and I cannot use any of them. I thought this was something that would be provided to me at installation, but the third party tech informed me I would have to contact Charter for the account number. Talking to Charter's phone support is one step above useless (I fired AT&T for this very reason). I have been told I must wait for my first statement to post before getting my account number. Little good that does me since I cannot setup email accounts without it, nor use any of there other services. Also makes it difficult to provision my Linksys modem.
If the HSI remains as solid as it has been since installation, I may remain with Charter after the promotion ends. Hopefully the Charter Direct techs will be more helpful than their phone techs (at least the AT&T direct techs were).
Followup comments: Halfpint
join:2002-06-24
Lone Rock, WI
| Charter went bankrupt for a reason! My experience with Charter over the last 4 years has been less than acceptable. Speeds are always less than advertised even though usually stable. I had an issue with my cable modem dropping me every day. Turned out that a flash update wasn't received by my modem. Took a week and 2 trips for them to figure it out (even after replacing 3 modems). Because Charter is the only choice here, I'm stuck! | |
| 
happyuser
@charter.com
| Charter HSI I have been using Charter HSI since 1999 and have always been very satisfied with their service, internet speed and uptime.
The only time we ever had a problem was when a third party contractor upgraded the junction boxes on the power poles with the wrong connector types. Charter worked two days in miserable weather to correct this issue. This was about 8 years ago and we have not had any issues since. | |
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