 Review by Sureshot 
UPDATED: 2.2 years ago
member for 9.2 years, 2609 visits, last login: 9 days ago
 Lake Mills,Jefferson,WI
 $62 per month
 about 4 days
 "No problems with Cable TV"
 "Bad install problems with Internet and phone"
 "installation was choppy at best. After setup issues, all is fine."
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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We moved from Milwaukee Wisconsin to Lake Mills Wisconsin. After leaving TWC, my wife signed us up for the Charter Cable package. Basic tier cable channels, VOIP phone, and the 3 meg internet speed. Charter is the only ISP available in this area other than satellite.
I had two installers. One for Cable TV and internet, as well as one for the digital phone setup. Both showed up on schedule.
I find a serious flaw in communication between tech support and the actual installers. Both of my examples could have been resolved with communication between the trouble ticket service rep. and the actual installer who arrives.
example #1, DHCP issues:
To cut this short, the ultimate problem was the ISP could not issue an IP addy. This is caused by a failure on the ISP's side. This poor installer tried 3 different modems with a straight ethernet connection to get me a an IP. I would get limited or no connectivity. He called his supervisor who showed up on site. The Super went through the typical steps. IPCONFIG/RELEASE....IPCONFIG/RENEW, resetting the modem, reinstalling the nic driver bla...bla...bla...
The Super decides to run the modem through USB. He managed to catch the ISP when it was releasing the IP properly. They blamed my nic card. I replaced the nic card after they left and hooked her up. I got the same problem. I called tech support and they explained to me they had trouble tickets rolling in with the same issue. These tickets they tell me go back 2 days prier to my problem.
example #2, VOIP issues:
PLEASE SEE MY VOIP REVUE.
WHY were these installers not informed of these issues as they are out on the field????
DHCP issues have been resolved in the long run on the ISP's end but, at what cost to the customer on a regular basis?
Service techs should have a direct connection to service failures. Plain and simple. I feel at this point that TWC is superior to Charter.
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