hulk1
@i-55.com
| [HSI] I want answers because Charter LIED TO ME
Charter calls my house and offers HSI service and a couple weeks later when we call back to order it they tell us we can't get it because its not available where I live? I am sick of this. Why would they call my house, waste my time and get my hopes up telling me I can get something I really can't.
What should I do? Charter lied to me that is a fact. And even now given all this information about Charter never being able to give accurate answers I am still not sure if we can get HSI or not. Should I call them back? What more can I do? |
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MacLeech
The one and only
Premium,MVM
join:2001-07-14
SoCal
| Go to the local office and ask if your address is serviceable. If they say no, ask for a serviceability survey to be done on your address.
Marketing campaigns are usually run based on zip codes not specific addresses.
So, it's possible your zip code is serviced but your specific address has never had service so it isn't in the billing database. |
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hulk1
@i-55.com
| We've had Charter basic cable TV service for over 10 years now so why wouldn't our address be in the database?
What is a serviceability survey? Our local Charter office which was only 8 miles from where we live closed and is now way further away than you would call local to me. Should we call our local office because I believe we called 1888 GET CHARTER. |
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MacLeech
The one and only
Premium,MVM
join:2001-07-14
SoCal
| So you currently have basic TV service from Charter?
If so and you are really interested in HSI, GO to the local office and talk to local management. They will know better then the average, random CSR you'll get on the phone, who may or may not even be located in the United States let alone your town. |
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hulk1
@i-55.com
| Yes we do.
One of the things Charter mentioned when they called a few weeks ago offering the service was the node in my area had been upgraded to support HSI. If nodes are placed to service zip codes, why doesn't the node for my area service me? Explain to me more about nodes and how far they actually reach. |
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MacLeech
The one and only
Premium,MVM
join:2001-07-14
SoCal
edit:
June 28th, @11:26PM
| Nodes are media converters that exchange the optical signals on fiber optic cable used for long range transport with electrical signals on the coaxial (metallic) distribution cable.
Nodes can be quite a few miles away from the cable company headend where the signals originate. A node will usually service a few blocks of neighborhood, more or less depending on the distribution design. Certainly not an entire zip code, unless it's a VERY SMALL zip code.
From the node the signals travel along coaxial cable to your home. Every few hundred feet there is an amplifier to boost the signal. The average home is within a thousand feet of a node, although sometimes it can be a couple of miles depending on how the distribution system was designed.
For a home to be servicable by HSI service, the headend has to have the right equipment and connections. The node and distribution equipment in the local neighborhood have to be set up for it as well. So it's possible that 1 area can have it and a neighboring area may not if it isn't setup for it.
Local management should know or be able to talk to the cable techs responsible for the distribution system and headend in your area. They will know if your home is HSI serviceable. |
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contractor
@comcast.net | reply to hulk1
There are still towns in the area i work out of that cannot get HSI. The only thing they can get is a Dig box and they cannot get any PPV. |
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hulk1
@i-55.com
| Well I finally got a rep on live chat on the charter website that helped me. They said they are going to dispatch a tech to my house to verify if we really can or can't get HSI.
So I know the node for my zip code has been upgraded to support HSI. I can tell you my zip code area is not big at all so if we can't get it how long would it take for the signal to be expanded? Will the tech that comes out in a few days be able to do anything? Will they add our area or address to have HSI installed faster? |
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hulk1
@i-55.com | hello? |
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MacLeech
The one and only
Premium,MVM
join:2001-07-14
SoCal
| reply to hulk1
said by hulk1 :
...so if we can't get it how long would it take for the signal to be expanded? Will the tech that comes out in a few days be able to do anything? Will they add our area or address to have HSI installed faster?
You will have to wait an see... |
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DemonChicken
join:2006-10-15
Boon, MI | reply to hulk1
"Go to the local office and ask if your address is serviceable. If they say no, ask for a serviceability survey to be done on your address."
Serviceability survey, what is that? |
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dos
@townisp.com | reply to hulk1
they are already having that done that is why at ech is going to be dispatched to see if the home is servicable |
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DemonChicken
join:2006-10-15
Boon, MI
edit:
July 7th, @12:18AM
| I need charter to do a survey to see if people would pay for charters services, I'm sure many would, but they are not out here.
Charter should do this. |
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chaddles00
join:2008-07-24
Madison, WI | reply to DemonChicken
A servicability survey from what I understand it to be is the survey of the lines versus where the address is located. If it is to far from the Charter lines to get the service it is unserviceable. Hope this helps. |
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defiant
the fly on the wall
MVM
join:2000-09-04
Whitmore Lake, MI | Pretty much. They don't go door to door and survey who is interested in getting service. They look at where the nearest service area is and how much ($$$) it will cost to provide service to the area in question. |
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