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Review by slmetcalf 
UPDATED: 7 days ago
member for 7.9 years, 940 visits, last login: 2 days 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:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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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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