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Six Month Rating

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Review by mixdup See Profile

  • Location: Calera,Shelby,AL
  • Cost: $61 per month
Good "Generally stable connection, much better options than AT&T DSL (U-Verse not an option)"
Bad "Terrible coordination between 1800 call center and local operating divisions. High install fee for Ultra 100 plan"
Overall "Probably your best option out of a mediocre set of choices, unless you are lucky enough to live in a FiOS area"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Value for money:
(ratings match consensus)

I've been a Charter internet customer now for about four or five years, but just now getting around to reviewing them. The price listed is the price I was paying for internet only, although I have since switched to a bundle so my internet price, as a line item, is probably half what is listed. However I thought it most fair to list their unbundled price for the package I have.

My original install five years ago was perfectly smooth and uneventful. I was able to call and schedule the install without issue. As far as I remember, the installer showed up at a reasonable point in the install window. This was a new house so they ran a brand new underground line from the tap to my house (which was only about 10-15 feet). Speeds have been exactly as advertised the entire time I had them (it was a 15mbit down plan originally) and has generally been stable. About a year ago I had problems with my modem losing sync every time it got reasonably cold, but it never got to the point that I called support about it. Eventually that issue went away, so I am assuming they fixed it. Since then, it's been rock solid, excepting the very very occasional issue with packet loss that honestly could be outside of Charter's network.

My only criticisms are generally around the TV product. They have a decent HD lineup, but of course satellite beats them. However, their bundle pricing beats the pants off Charter Internet + DirecTV for TV. The main problem I had was that I am a CableCard/TiVo customer, and their install process for CableCard sucks. The original TV installer did not have them on the truck, and the ones he eventually brought did not work. Missed appointments, no one able to get it work. Eventually I had to escalate through a Charter employee who happens to monitor DSL Reports occasionally.

Also, they have a very steep install fee ($200) that they will not, under any circumstances (even as compensation for two weeks of missed appointments) ever budge on that applies to their 100mbit internet plan. I would really, really like to upgrade to this plan but right now it's 100/5, and that low upload speed doesn't really justify doubling the price and paying $200 (essentially paying for the modem, which you must rent, and the tech to come out and verify your signals)

Overall they are decent, but the customer service aspect is mediocre as you would expect from a cable company. They are much improved from their bankruptcy days, and I hope that trend continues.

member for 11.3 years, 874 visits, last login: a few hours ago
lodged 346 days ago