said by benc:I can't comment on the service personally, as I'm not in a service area.
However, if any company is losing customers it's probably because the service is lousy. It could be:
1) Too unreliable - Most people don't expect T1 reliability but if it's bad enough then it's an issue.
2) Too restrictive - Caps, caps on certain traffic, no servers allowed, etc.
3) Customer service knows little or nothing.
4) Installation isn't smooth.
5) Value for dollar. If the price is too high for what they get, people won't want it.
Except for point (2), this is why Charter has been having problems.
Having worked customer service a long time ago, I can tell you numerous people put up with poor service despite having options because of introductory offers on broadband, like $19.95 for the first few months. Coming as no surprise, those customers would cancel after the promotional period, so ISP's saw they better lock people in with contracts. People complain about bad customer service, but few cancel because of it. The elderly, people who've lost money or an opportunity are they only ones that really go through with canceling. Most people talk big and do nothing. You see that everyday on this site from people that always complaining and beating their chest like a gorilla because they cussed out some rep at the company who probably ending up transferring them to the land of never-ending hold after hearing that nonsense.
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