 Review by OldschoolDSL 
UPDATED: 220 days ago
member for 2.4 years, 663 visits, last login: 31 days ago
 Chicopee,Hampden,MA
 $70 per month (12 month contract)
 "Their offers really can not be matched"
 "They will try to double bill you from the start - COD (Cash on delivery)"
 "Be ready to have a roll of cash at the door, but enjoy the low price"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
11-19-2007: I can only comment that Charter seems to have some very nice deals and their Terms of Services, Acceptable User Policy, and Privacy Agreement seem to be standard. My grandfather who turns 90 (January 24, 2008) enjoys their complete digital package (all channels) and their top speed Internet. Hes been very happy with them for over 10 years now and was the one who recommended I give them a try.
When I placed my order, unlike most people I did read everything before signing up. If you took the time to read their complete Terms of Service, Acceptable User Policy, and Privacy Agreement, it would take a little over 2 hours worth of reading.
I agreed to their promotion of Digital Home Cable and Digital High Speed Internet (5MB) for a term of 6 months at the set price of 69.00. I also added their protection agreement (wire protection for inside the home) at the set price of 2.95. After tax and such it would be about 75.00 each month for the next 6 months. I also understood that there would be a 49.95 installation and activation fee which would apply to my 1st months bill.
So I expected on my 1st months bill to be:
75.00 + 49.95
And if they billed one month in advance like some companies do:
75.00 + 75.00 + 49.95
So what I expected seem to be normal. However upon having the install guy (cable guy) show up, I was told that there was a $30.00 COD (Cash on delivery) fee for each line of service (TV = 1 line of service + Internet = 1 line of service = 2 lines of services). Which means they wanted 60.00 up front for install and activation. Which wasn't what I agreed to. Further more they also wanted the 49.95 COD as well.
30.00 + 30.00 + 49.95 = 109.95 (COD install and activation)
+ 75.00 + 75.00 = 259.95 total 1st month
This is how I felt I was being double billed. They already wanted the 40.05 for install and activation and now they wanted another 60.00 on top of this. When I tried to dispute it, I was told that it would be another 49.95 for install because I had requested Internet service and that I could not self install as a new customer (despite what their own web site claimed).
30.00 + 30.00 + 49.95 + 49.95 = 159.90 (COD install and activation)
+ 75.00 + 75.00 = 309.90 total 1st month
I've canceled my order and have tried a few times to re-order without this odd 30.00 per line of service fee. I still feel as its double billing, as they already are charging 49.95 for install and activation. None of their Terms of Services, Acceptable User Policy, or Privacy Statement ever comments on this added charge (at this time).
»Hidden Startup Fee 120.00 - 160.00?
Post - UPDATE: 11-28-2007
After much pain of thought and my wife wanting TV and faster internet, we've decided to bite the bullet on this one and order the current promo (Digital Home + Internet 5Mb + Phone) for only 69.00 a month. We'll pay the COD 90.00 and we where able to order without the 49.95 fee for install and activation. Printed out a copy of the order, just to back ourselves.
UPDATE 12-05-2007
So the cable guy shows up today to install Digital TV + Internet only. But I ordered Digital TV+Internet+Phone (69.97 for 12 months). Called up to see what happen and they seem to have lost my order. The could confirm an order was placed for all three, but some how no setup date was given.
At this time I'm waiting for them to close my current order, so I can call back and re-order the phone. I'll still get the same deal and FREE install on the phone. They also said they'd credit me for my lost time. We'll see.
UPDATE 12-22-2007
I'm very disappointed at this point. We needed to change our install date because both of us had been asked to work that day (also we where getting our car on the road). So I called up and expected to be able to change the date or maybe the time.
NO. Why? Because no one here knew the "secure code" which is found on the bill or the account number, which would have been found on the bill. Guess what? We've yet to get a bill.
I've called up a few times before and NEVER was asked for a "Secure code" or anything other then my name, address, the name on the account, and the last 4 of my wifes SSN. Never have we been told that we needed a "secure code", just to change a install date.
So of course no one was home, order was canceled, and now I have to reorder. But here's the kicker... No one seems to want to honor the original offer (69.95 for 12 months) and no one seems to want to honor the free install as promised.
Further more part of the online offer was for $100.00 gift card if we ordered 3 services. We've now been told we can only get a 10.00 gift card.
Cable seems to be the same no matter where you get it. The customer loses in the end. 
UPDATE 01-12-2008
Well we FINALLY got our phone installed and we "maybe" able to get it al at the price we had be promised from the start. However the VERY 1st letter I get in the mail today is a shut off notice for 56.96 for late payment.
So I'm thinking to myself... Late payment? We didn't even get a welcome letter or any of those dumb promo ads cable companies like to give you once you join (offering more services), never mind our 1st months bill. For the record it had just been 1 month since we had the service installed. So I log into my account online and they claim we're actually 2 months late (about 160.00). 2 months late? We never got the 1st bill and we had only been with them for 1 month. Even if they billed 1 month ahead, we still wouldn't be late for the 2nd bill, as we had only been with them for about 1 month.
sigh. So I paid the 56.96 today. They can WAIT a little.
Followup comments:  
defiant
the fly on the wall
MVM
join:2000-09-04
Whitmore Lake, MI
 ·Vonage
| COD The COD goes towards your first months bill. The activation charge is for the labor/install of the equipment and services. The COD can be waived if you sign up for EFT payments. Not sure how that could be considered "double billed" since the COD has nothing to do with the installation, per se. Granted, the COD charge should have been explained when you ordered the services. | |
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defiant
the fly on the wall
MVM
join:2000-09-04
Whitmore Lake, MI | Re: COD Your still making the connection that the COD = installation and activation, which it does not. It goes towards your first month's service. | |
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defiant
the fly on the wall
MVM
join:2000-09-04
Whitmore Lake, MI
·Vonage
| Re: COD Please explain the two $75 charges.
The $30/line of service (Video, HSI, Phone) at the time of install DOES go toward your first month of service. It IS credited to your account. It MAY not appear on your very first bill, but you can deduct it from your balance. The subsequent account statement will show the COD paid towards your service. That is the policy.
The installation charge is for just that -- installation. | |
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defiant
the fly on the wall
MVM
join:2000-09-04
Whitmore Lake, MI
·Vonage
edit:
November 21st, @05:24PM
| Re: COD I understand the installation and activation charge. No surprise there.
I don't know what is going on with your friend's account, but the COD paid at the time of install goes towards the monthy services. The workorder should show the COD and would serve as the receipt of payment. Techs are not allowed to begin work unless the COD is paid, so completing the workorder would signify that the COD was collected.. | |
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Blah
@charter.com
| Re: COD When they call me for their survey I complained about the cod install fee and they reverse the charges for install. It turned out to be a prepay for a "couple" months (I am paying about 14/month). I think you should complain to them if you feel that bad about it. | |
| | | | | | | | | nhoj62225
join:2007-12-19
O Fallon, IL
 ·Charter Pipeline
| Re: UPDATE 12-22-2007 I did subcontract for charter as a salesman. They are the most screwed up company I have ever seen. First off charter customer service will lie to you and try to double bill you as much as possible. We get paid a set price for a sale, no matter what you are charged. Therefore we give you the best deal always. When I place a order, I never charge a install fee, and oh yes the cod of $30. per line of service is optional also. I never do a cod for my orders simply because it is hard to get money back that you have already paid twice, and they will bill you twice upfront. My customers have my cell # and I don't like being called because charter screwed up their bill. I get called enough when the installer doesn't show up when scheduled. | |
| | | nhoj62225
join:2007-12-19
O Fallon, IL | Re: UPDATE 12-22-2007 Direct tv is the best television by far. I have had it 2 years and like it so much I now sell it. Their customer service is by far the best. | |
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