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Review by Doc Casualty See Profile

  • Location: Harbor Springs, Emmet, MI, USA
  • Cost: $215 per month
HSI 30/4 with a solid connection, Excellent CATV reception, HD channels continue to be added on, Excellent customer service
i-Guide still in need of a face lift! Wish they would implement MOCA between the DVRs.
It's working for me!
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)

Original review (I think this was from 2005):

I was relatively happy with DirecTv with HD, dial-up 56k and two phone lines. Always maintained basic analog cable for local channels (not an option here in the hinterland with satellite). Once Charter started offering HD in my area, I switched to their digital Top Value Package at $98/month inclusive with the HD, 3Mb, etc. Considering that I dumped a phone line, redundant services and now have broadband with a WLAN (and a separate, better phone deal to boot), I'm saving money with overall improved service. I liked DirecTv's lineup a little better and their interactive guide was definitely better with my Samsung receiver, however, now that I have broadband, can't see going back. I actually got at least 2 months more on the intro deal of $98/month than promised. Now that they are kicking it up $15/month, they have promised that rate for the next 12 months.

My internet connection has always been "on" and the few times I have had a tech question, they have always been helpful and prompt. Installation was just "ok" but I think they included it for free, they came when promised and had me hooked-up within a few days of placing my order. I'm sure I knew more about HD and probably about PC's too, than the installation guy, but he did get it going and I was able to straighten out the glitches on my own. Interestingly enough, they did not leave me an installation CD, but I was given one without a problem when I went to the Charter store locally. They did have the audacity to ask me to bring the disc back as "we don't have enough", but oh well, its mine now.

I've checked my upload/download speed multiple times and it's been within parameters of the promised 256kb/3Mb everytime. I'm not sure what brand of cable modem they provided (maybe their stickers are covering that up), but its working well. The installer could not get it to work with the ethernet cable, so I started out with a USB cable hook-up. This may have been a problem with my old PC's connection. At any rate, I corrected this on my own and now run it through the ethernet connection on my Linksys WRT54G. I have a couple of desktops and 2 laptops on the LAN and after I worked out the kinks with Linksys on the WLAN, all has been smooth sailing for the last 5-6 months.

My only complaint would be the lack of more HD channels. Actually, this is an improvement over DirecTv, as I now have one additional network channel (CBS), than I did before. I've read a lot of negative comments about Charter on this site and am happy to report I have not experienced any of these problems myself. I do live in a rural area and am guessing that there is a limited drain on their HSI services. This would also be the reason I am not offered better cableTV services too.

Overall, I am happy with Charter and my HSI and cableTV services.

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UPDATE 5/3/07

I have continued Charter HSI and CableTV and recently added Charter Telephone; bundled at $130/month for the next 12 months. I now have 5Mbdown/512up and the Biggest Package for cableTV. I have continued the HD tier which now includes HDnet, HDnetMovies, ESPNHD, TNTHD, HBO, Cinemax, Showtime, DiscoveryHD, ABC, CBS, NBC Fox and UniversalHD. HD tier is an additional $7/month, which is kind of a ripoff, but I guess what most providers are doing now. I also have the original Moxi DVR at $15/ month.

I have rarely had any downtime with either HSI or cableTV and briefly when it occurred. HSI speeds are pretty good (I'll have to post some recent true speeds). TV signal is pretty good with less compression on the HD content than I think I remember with satellite. Charter's VoIP telephone was just installed and so far I can't tell any difference from the previous POTS. I'm saving over $35/month below previous telephone provider with pretty much the same services.

Charter's support can be time-consuming and sometimes less than satisfying over the phone. I had a Moxi issue recently that should have been resolved by one of 3 CSR's over the phone but wasn't. However, the tech came the next day, quickly fixed the problem and agreed that phone support should have taken care of it and hence, no charge for the service.

It took about 2 weeks to have the telephone installation scheduled after the order was placed. The tech ran into some technical difficulties but was pleasant and got the job done in couple of hours. I think it usually takes 30-45 minutes.

I wish the local Charter office had some way of letting customers know when new products/services were available. I stopped in a couple of days ago and found out they now offer a DVR with bigger hard-drive and HDMI, but due to popular demand are back ordered. I think I am #100 on the waiting list! I also found out the 10Mdown is now available and 16M down is coming soon.

So far, so good!

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UPDATE 12/15/07

I have had Charter telephone for over 6 months now and have had no significant problems. I can think of only two brief phone outages early on and none recently at all.

I would say that cableTV continues to improve with more HD channels being added periodically, with a few more to be launched shortly. I think that will take our total to 20 or 21 in the Traverse City region. The HD channels look superb; in fact some are improved as I believe they remapped those which were apparently "crowded" previously. There is the occasional glitchy signal, likely due to the broadcast feed in most cases but I would say this is rare. We just started getting HD OnDemand, so again, improvements tend to slowly roll out.

My Moxi unit died and I have had the DCT6416 for a few months. Overall I like it. There are some things I miss about the Moxi and other things that are improved with this DVR. Too bad they don't have a DVR that combines all of the positives and none of the negatives of the various models! I have a couple of other STBs and no problems to report.

HSI has been rock solid. I still have the 5Mb service as I haven't been looking for faster service, but I know it is available.

Had a recent pleasant surprise after responding to a Charter promo. They took $15/month off my bill for the next year! So I added the digital sports tier with the addition of NHL Network and still am $10/month ahead. At present, I think I have every service they offer in my area and am pleased. I'll let you know if things change

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Updated 5/11/11

I'm still with Charter and subscribing to TV, HSI and Phone services. All continue to work well, in fact no problems at all. Multi-room DVR was just launched in my area and I'm actually saving $6/month over the previous DVR and two STBs by utilizing it. I like the new Motorola DCX3501-M DVR and its 500MB HDD. The DCX3200-M satellite STBs communicate well with the DVR and it's a handy service. As of next week we will have 54 HD channels and I continue to have excellent video and audio quality.

How times change. I used to be happy with a 56k phone modem and now couldn't see giving up my 18Mbps/2Mbps HSI. My internet connection remains rock solid and I often see 22/2 speeds from in-State testing sites. I still rent an Ambit modem and when my first one started acting up a couple of months ago, I traded it in for a new one at the Charter office without question.

If I didn't stop to think about my phone service being with Charter, I wouldn't realize that I'm not still with POTS.

I have experienced very rare outages with any of these three services and all would have been brief. Rain fade was a bigger problem with D* as far as downtime and I really don't think I've had more downtime with phone or internet than I did with AT&T, which is another way of saying rare.

Pluses: During my recent Multi-room DVR setup they replaced many connectors, splitters and the drop line to the house. Although none of my services has ever faltered, they detected a signal issue at the tap causing an out of spec Tx power level at my MTA and the line tech was here the next day and now all of my cable modem and MTA Tx/Rx values are spot on. The only charge was for the installation of the DVR setup itself.

Minuses: We're still catching up to DBS as far as number of HD channels, though the gap is closing. I recently looked at what would be involved in returning to D* and I would be paying the same price but getting about 20-30 more HD channels. I really don't see returning to D* and don't miss the rain fade but I still want more HD! The i-Guide is overdue for an update to a more modern user interface.

Bottom line: I'm happy with my services and am happy to have discovered CharterDirect here at DSLReports. Finally there is a way to get your questions from Charter answered in a timely fashion.

Here is a breakdown of my current service plan:

Misc
MULTI-ROOM DVR SECONDARY $14.00
MULTI-ROOM DVR CLIENT
Interactive Services; On-Screen Guide & Pay-Per-View
Additional Digital Receiver
Charter TV
Digital Home Package $44.99
Basic Cable Service
Expanded Basic Cable Service
Interactive Services; On-Screen Guide & Pay-Per-View
Digital Receiver
Charter Digital Plus Package $40.00
Charter Movie View
HBO & Cinemax
Starz & Encore
Charter Total View
Charter Sports View $5.00
HD Tier $5.00
Misc
MULTI-ROOM PRIMARY $5.00
DVR Receiver
DVR Equipment Upgrade & Service Fee
Charter Internet
High Speed Internet $10.00
High Speed Internet $29.99
Internet Modem Lease $5.00
Charter Phone
Unlimited Long Distance Package $29.99
Telephone Line
Telephone Modem Lease
Unlimited Long Distance Calling
End User Common Line Charge - Primary $6.50
Block Toll Calling $0.00

Monthly Service Total* $195.47

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UPDATE: 12/5/2013

I'm still with Charter and things continue to improve. I hadn't paid much attention to what was going on with my bill (the downside of AutoPay) or services for that matter, though knew I was overdue to contact CSR. To my surprise I found there were no more contracts, no more multi-room DVR and the whole bundling process has been streamlined. I still have CableTV, HSI and phone services and all continue to work without a hitch.

Pleasant surprises:

CableTV: The top TV package now includes EPIX. They sent me two Moto 3510-M DVRs to replace the 3200 units, and up to four DVRs cost less than what I was paying for one DVR and the two slave units. Lots of HD premium channels now too.

HSI: They sent me a new 8 channel Cisco modem (no more rental fee on the modems) and HSI is now 30/4 and I'm getting over 40Mbps routinely. »speedtest.ookla.com/resu ··· 7560.png

Phone: I believe there was a price drop to $19.99 and it continues to work flawlessly.

Bottom line: Including the interior wire service plan my total is $215, which is a substantial savings from what I was paying as it had crept up over the last year or so, yet it's only slightly up from two and a half years ago with substantially more value included.

My only complaint with Charter is I wish they were better at communicating changes in services and prices. I just stopped paying attention for awhile as I didn't have any complaints, so I accept my role in it, though I think they would make better attempts to let people know they need to get the new improved rent-free modem, stop charging them for services they no longer offer, etc. That said, it's still working well for me!

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member for 19.1 years, 734 visits, last login: 1.6 years ago
updated 10.3 years ago


cork1958
Cork
Premium Member
join:2000-02-26

cork1958

Premium Member

Charter software

Might as well give Charter their cd back as the only things on it are the USB drivers for cable connection and their "help desk" connection software, which no one that knows what they're doing would want anyway. Don't know what kind of lame reason that is for them anyway, saying they don't have enough of them! Good luck!!
stridr69
join:2003-05-19
San Luis Obispo, CA

stridr69

Member

HD channels..

From what I've heard, where I live in the central coast of CA, Charter will be offering all the major networks in HD within the next 6 months. Currently, we just get CBS, ESPN, ect..although FOX was HD for the Daytona500..
I'm getting a new HD set within the month, so PM me and I'll keep you posted on what's offered-may be different where you live, but I don't mind mentioning what I can get where I live.
stridr69

stridr69

Member

so..

How do you like Charter's telephone service?
They're upgrading our local area, and on 5/1/07 from 12am to 6 am Charter shut down the entire county of San Luis Obispo for their "upgrade". As of 9pm 5/3/07, I STILL have NO digital TV because of this "upgrade". Was in the local office this morning(5/3/2007). and was told that service will resume ASAP.
Okay...that's nice...
I'll NEVER get Charter telephone-no matter how in-expensive it is-do to this outage.
Fortunately, I got DSL last October, so my HSI wasn't affected.
And, I've filed a complaint with my local civic authorities over this issue. Oh, yeah, Charter WILL here from me on this!!
Chubbysumo
join:2009-12-01
Duluth, MN
Ubee E31U2V1
(Software) pfSense
Netgear WNR3500L

Chubbysumo

Member

faster speeds

the 18/2 tier was bumped in my area awhile ago. I have the ultra60(60down/5up) and I regularly see speeds of 80 to 90 down and 6 up consistently, not just with power boost, see that peak at 110mbps down D:. I think its based on how crowded and busy the nodes are at the time. I have always gotten the advertised 60 down and 5 up, never less, sometimes way more.