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Review by robewhitener See Profile

  • Location: Asheville, Buncombe, NC, USA
  • Cost: $138 per month (12 month contract)
  • Install: about 5 days
Very fast, good solid connection. 60mbps now
Incompetent unprofessional installer
Whoever Charter subcontracts to for the Asheville/Buncombe Area was awful. You'll end up doing all the work.
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

I recently purchased a new home, and had to transfer my service. The home was new construction, in a subdivision with underground utilities. I made the arrangements with Charter for an install, and made it understood that they had to bury the cable from the connection to the home. The appointment was made, with no problems. I think that in this area, Charter subcontracts cable installers, so this may not be on Charter, as much except for the subcontractor they chose for this area. The installer who came out, complained that our insulation was too thick, drilled 4 holes in my floor for one cable, because when he drilled the first one, he "couldn't find it..". He tore down 10 feet of my insulation to drill said hole(s). My wife had to show him how to plug in the brand new cable modem, because he told her that he couldn't make it work. Meanwhile, from walking in the house without checking his shoes, he tracked red clay mud through my home to the two bedrooms for the install, and the living room. (Thank god I have wood floors...). He hooked up the three cable boxes, and didn't hang around to see if they did anything other than power on. I had to call the activation line to set all three boxes, and ended up having to go to the local office to trade one defective box back. For some reason, Charter, or he installer, wouldn't use the equipment we brought from the old residence, so all boxes and modems from the old residence were in a box. The installer refused to take three boxes and a cable modem back. (minor thing. I could live with that..). They were also supposed to bury that cable, with the understanding that the driveway paver was supposed to come out within a day to do their job. He said he didn't have time to bury it, or to call someone to come bury it. I've still got an orange cable stretching across the yard, and am having to reschedule my driveway paving, because said cable strings across the drive, when he could have moved it 10 feet to the left, by using longer cable with less tension.

Done with my rant with the install. Now on to the service.

My speed tests are showing that I'm getting 45-52mbps download on my 60mbps connection, and about 6mbps upload. Not really that bad. I can be watching Netflix in the living room, my daughter can be streaming music, and my wife can be skyping with my other daughter without any major stutters. We currently have 3 computers, 4 smartphones, a Nintendo WII, a kindle fire, a couple of tablets and an XBOX 360 on-line when we're home, and so far, there is no problem.

I love the service, but absolutely hated the install process.

update 12/24/2014 Charter sent out a crew to bury my cable yesterday. Those guys did a bang up job, and even laid the area they dug back over with the hay. I'll have to re-seed it, but no problem there.

member for 22.7 years, 2683 visits, last login: 27 days ago
updated 9.6 years ago

Feramors
join:2010-05-07
Saint Louis, MO

Feramors

Member

Low Scores.

In my opinion, you've rated a few of the categories a bit too low.

I certainly understand it being aggaravting that they wont remove the modem rental fee from your bill, for whatever reason, but "services" at 40? Everything seems to point to you enjoying the internet connection...

And the techs just do what is stated on the work order. So if the tech wasn't aware that you were buying the modem from Charter, more than likely the original order wasn't placed properly. Not the tech's fault.

I can understand pre-sales info and tech-coordination being low, but 40%? Really?

It IS your review, however.
robewhitener
join:2001-06-22
Asheville, NC

1 edit

robewhitener

Member

Going to have to maintain a low for a while.

Since I've done this review, I've had to call a couple more times concerning taking the modem rental off of the bill. The service rating and the connection, I *would* rate as tops. I refuse to rate the billing end on a high note, when the CSR is assuring me that all was fixed, when it seems obvious that there is something screwy with the billing system, I still stand behind the overall low score. I haven't needed tech support for the internet service to date. I do hope that it is more effective than their billing department.

Considering the problems I have had with charter billing and digital tv/On Demand service so far, I'd gladly go back to Direct TV. I'd miss the internet service though.