OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA
 ·Dish Network
 ·Verizon Online DSL
 ·Charter Pipeline
·Comcast
 ·Clearwire Wireless
·Cox HSI
 ·Vonage
| Hidden Startup Fee 120.00 - 160.00?
I've just moved into a town which supports Charter and thought lets give them a try. I looked over their site and found a fair deal on which would allow me to have their 5MB Internet & Digital Home for only 69.00 a month for 6 months. OF course my 1st month bill would also include the normal 49.99 activation and install fee (this not counting tax, yet). Which I understood.
Allow me to say I read ALL their terms of service, user agreements, privacy policy, and acceptable user policy. After dealing with "comcast" for so long, I wanted to know for sure what I was getting into. It took me sometime to read EVERYTHING and was no easy task.
Further more my Grandfather has told me a lot of good things about Charter. He turns 90 years old this January. He's very happy with their service and has everything they offer accept their phone service. So he also was able to inform me what to expect.
So I didn't expect anything out of the normal going into this.
A few hours after placing my order, a nice Charter Rep calls to confirm my order. Which I thought was nice of them. You could order Comcast online and never be asked if it was indeed you who placed the order or to double check what services you in fact have decided on.
Just as we are about to finish the phone call, the lady wanted to remind me of the COD (Cash on delivery) activation and setup fee of, $120.00 on top of my first months bill. 
I was a little bit thrown back and asked her to explain. She claims that it is Charters Policy to collect $30.00 per line of service (internet + cable tv = 2 lines = 60.00), plus the 49.99, and local taxes and fees up front and that I should have a check ready to hand the cable guy. I explained to her that I was unaware of such a policy and explained that it was not stated any place online. She continued to claim this fee was not wave-able and part of the setup process.
I recalled the 49.99 fee for setup and activation, which I agreed to pay on when I joined. But the added 60.00 + "fees" was no place in their terms of services, user agreement, or privacy statement. I also explained that I would feel very uneasy about giving a check to the cable guy while he was installing this in my house. I also wanted to know how they came up with the 60.00 (30.00 for each line of service) as the 49.99 was to be for activation and installation. She explained that the 49.99 was in fact a start up fee and not an activation and installation fee and that I must have misunderstood.
I wanted to speak to someone higher then here and she placed me on hold. I guess she must have "filled in" her boss of the matter, because her boss started out saying how sorry she was about my "misunderstanding" and wanted to clear up that it wouldn't be 120.00, but rather another 49.99 on top of this. Her reason was that I could not do a SELF INSTALL for my internet (even if I knew how), as I was a new customer.
Total: 159.98 + tax
I've canceled my order and tried to re-order, called 1-888-Get-Charter and 1-800-Get-Chater, and also re-ordered online. The final total continues to be between 120.00 - 160.00 depending on whom I speak with.
FYI: My place is already cable ready and so is my TV. I also already own my own cable modem.
To me its like they want to double dip for activation and setup. None of their TOS`s ever say any of this. My grandfather was "shocked" to hear what I told him and said if they told him that when he ordered, he would have stuck with someone else.
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defiant
Garbage in, garbage out
MVM
join:2000-09-04
Monroe, MI | The $30/line of service is news to me. Not sure where they are coming up with that. Is there a Charter office nearby? Perhaps you can find out what the deal is with someone local. |
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KoRnGtL15
Premium
join:2007-01-04
Grants Pass, OR
| reply to OldschoolDSL
They are feeding you garbage. I never heard of such a thing. I did not have to pay for anything like that. I have cable, internet and phone service. The modem is plug and play for crying out loud. When doing it yourself. Heres the link to activate it properly.
»https://install.charter.com/SelfInstall |
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Dreadan
join:2005-11-15
Argonne, WI | reply to defiant
I just signed up for charter and I'm getting charged this 30 dollar fee for installation too. |
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defiant
Garbage in, garbage out
MVM
join:2000-09-04
Monroe, MI | $30 added to another fee? |
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OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA | reply to OldschoolDSL
The local Charter office is about 1 - 2 blocks from me. So close I could walk it. Its just closed when I can go.
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A HREF="http://www.iwtnews.com">Independent World Television - The people's news |
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defiant
Garbage in, garbage out
MVM
join:2000-09-04
Monroe, MI | I'm gonna ask around tomorrow and see what the story is with the $30 charge. |
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windowrattle
join:2006-01-11
Merrill, WI
| reply to OldschoolDSL
On install we always collect $30 per item installed. So cable and internet would be $60. This is not an install fee this should go towards your first bill. Charter bills for the month ahead so when you sign up your first bill is due. We have had problems because if you don't pay on install your first bill would be two months plus install which could be a huge bill. So for you your first bill 30 days after sign up would be $69 + $69 + 49.99 + taxes minus the $60 dollar COD on install.
I know this is confusing and I work for them. This is how billing works to the best of my knowledge. |
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OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA
·Dish Network
·Verizon Online DSL
·Charter Pipeline
·Comcast
·Clearwire Wireless
·Cox HSI
·Vonage
| To bill the customer 1 month ahead... Ok, I could buy that. Verizon, Comcast, Cox, and many others do this. But your 30.00 charge is like double billing. 49.99 is what YOUR web site says is for install AND activation. Now you want to charge me 30.00 for each service on top of the 49.99. So again, what is the 30.00 for?
Then you NEED to update your web site to reflect this. As well as your legal team needs to address your Terms of Service or Acceptable user policy.
FYI: 1st month up front should mean 69.00 for December collected in November. January collected in December. Not 69.00 now, plus 69.00 for next months. That is how ALL other companies collect.
By your math, if I canceled 2 months in. My service would either need to continue 1 month after I end service or Charter would need to cut me a refund check for the month not used. |
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windowrattle
join:2006-01-11
Merrill, WI
| reply to OldschoolDSL
I tend to agree with you. My understanding is that installers will always collect $30, $60, or $90 at time of install no more, no less. The $60 collected at install is only part of the $69 + 49 first month and you'll carry the balance over until the second month. This was enacted to make COD's easy for our installers. And you are right about the service continuing for a month.
I hate billing questions but I'm trying to help. |
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wowsomepeeps
@charter.com
| reply to OldschoolDSL
"By your math, if I canceled 2 months in. My service would either need to continue 1 month after I end service or Charter would need to cut me a refund check for the month not used."
thats the way it works homie, what dont you understand about on month in advance? You pay at the time of install for first month,Plus install and activation fess,or like the gentleman above said, if you wait till the next billing period, you get hit with a double bill plus the actovation fees. ok following me? at the end of that month you get another bill, which would be for the next month. I switched cell phone carriers the other day, my plan is $59 a month, I added a line to that account for $10 a month. I had to pay to activate both lines- $25 a piece, plus my first months bill, the lady said i can pay it now or get a big bill in a month. So for me to hook up my phone it cost
Activate line #1 $25
Activate Line #2 $25
Regular Bill $49
Add a line $10
Total $109
If i waited a month $109
Second Months bill $49 (get it pay in advance?)
Add a line second month $10
Total $168
I dont see how yours differs any from this, plus I couldnt bicker with them for a better price,I was given the available plans and asked which one do you want! |
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OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA
·Dish Network
·Verizon Online DSL
·Charter Pipeline
·Comcast
·Clearwire Wireless
·Cox HSI
·Vonage
| reply to OldschoolDSL
I still feel like I'm being double billed. The 49.99 is for install & activation. Then I'm told I must pay another 60.00 for each line of service for yet again install and activation.
I'm being told 1st month ahead + current + 49.99 + 60.00 (sometimes + 49.99 more).
We're not talking about
69.00 + 49.99 + 69.00
We're talking about
69.00 + 49.99 + 69.00 + 60.00 (sometimes another 49.99)
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markopoleo
join:2003-04-02
Bonne Terre, MO
·Charter Pipeline
| reply to OldschoolDSL
OldschoolDSL this is how you get around that fee..
Sign up for one service...like 5meg for 6months or whatever (most of the time these qualify for free install to new customers). after first bill call and add the other service you want. You don't get charged for adding services, just new services.
I never had to pay ANY frees to get charter when i first signed up. |
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OldschoolDSL
Premium
join:2006-02-23
Indian Orchard, MA
·Dish Network
·Verizon Online DSL
·Charter Pipeline
·Comcast
·Clearwire Wireless
·Cox HSI
·Vonage
1 edit | said by markopoleo  :OldschoolDSL this is how you get around that fee.. Sign up for one service...like 5meg for 6months or whatever (most of the time these qualify for free install to new customers). after first bill call and add the other service you want. You don't get charged for adding services, just new services. I never had to pay ANY frees to get charter when i first signed up. They want to charge you 30.00 for a new line of service. I spoke with a friend who has charter and he called up to see if he could add something new... Cable TV, as he already has just their internet. They claimed it would cost a service fee of 30.00 to activate a new line of service.
Over looking this, I would want to "Cash in" on their promos for new customers anyways. I just got a letter in the mail for Internet (5MB), Phone, and Cable for only 69.00. ONly catch is its for a 12 month agreement. Offer ends 11/21/07. But I guess that would be 90.00 in added fees. |
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benc
Premium
join:2007-06-17
Glen Carbon, IL | reply to OldschoolDSL
That doesn't make any sense.
I have the Business HSI and it cost $100 to start it up, although that also included the modem which would have cost about $75. No promotions either. |
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BF69
join:2004-07-28
Camden, TN
| reply to OldschoolDSL
said by OldschoolDSL : Her reason was that I could not do a SELF INSTALL for my internet (even if I knew how), as I was a new customer. Yes this is why I order cable first had it installed then the day it was installed ordered internet even though it's kind of dumb to have to do that just so you can do self install. No way I'm paying an extra $50 for some guy do something I can do myself.
If you're a new customer you can't do self install, but if you're a 3 day old one you can. REAL fricken logical. Not to mention you don't even need their self install kit anyways. You just hook up your modem and it downloads it to your computer anyways. So what the hell do you need some "tech" over for?
By the way watch your bill. I got charged for modem rental even though I told Charter I had my own. I was told I either had to have tech come out to my house and verify it's MY modem. Which of course means sitting at home half the day waiting or taking the modem to the nearest office ( 20 miles for me ) and showing them my modem before they'll take off the $5 fee. Common sense would tell you I couldn't do SELF install if I didn't have my own modem.
Real fricken nice I have to prove my surfboard 5120 is mine. |
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matt314159
join:2006-01-18
Hesperia, CA
·Charter Pipeline
| reply to OldschoolDSL
I don't know if all areas are like this, but my area, if you already have cable, you go to walmart, buy a modem, hook it up, and it goes online, taking you into a walled garden that is the charter's self-install page. you sign up from that page, reboot the modem, and you've got internet in less than 10 minutes.
Is there a fee for that as well? |
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defiant
Garbage in, garbage out
MVM
join:2000-09-04
Monroe, MI
| reply to BF69
said by BF69 :said by OldschoolDSL : Her reason was that I could not do a SELF INSTALL for my internet (even if I knew how), as I was a new customer. If you're a new customer you can't do self install, but if you're a 3 day old one you can. REAL fricken logical. Not to mention you don't even need their self install kit anyways. You just hook up your modem and it downloads it to your computer anyways. So what the hell do you need some "tech" over for? One reason: to verify levels and install an outlet off the first split.
I've never been a big proponent of self-install kits. They come with a handy-dandy 2-way splitter you can add to the 1, 2, 3, etc. splitters behind the wall. Oh and my favorite is cruddy RG-59 cable used to wire most of the home that leaks RF like a sieve and pollutes the return-path. |
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defiant
Garbage in, garbage out
MVM
join:2000-09-04
Monroe, MI | reply to matt314159
You left out the part about calling in to make sure they add the appropriate service packages in billing and provisioning. Without the services, you won't be able to activate the modem. |
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budone
join:2002-09-07
Traverse City, MI
·Charter Pipeline
| Are these upfront, collect on install fees new or area specific??? I have had had three new installs with Charter, the last a year ago (a CBN Account)and I have never had to pay a dime to the installer on any of the installs. Nor have I had to pay an install fee.
Just wonderin. |
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