[HSI] Have I offended the Charter gods?

Author	All Replies
clindner join:2001-01-21 Lawrenceville, GA	[HSI] Have I offended the Charter gods? Trying to get help to a continuing problem in the Direct forum. This is the second attempt, and the first time, they sent a tech out, I was led to believe, for a line problem. In fact, the tech that came out knew pretty much zero about anything but how to install a modem. A total waste of 4 hours since I can install my own modem just fine... Anyway, after a few weeks of having the same problem, I submitted another request here. I indicated that I had had the problem before, and that I was told on my initial install 4 years ago that there is a problem with the line from the street to my house. Someone was supposed to have come out and fixed that, but never did, and apparently it is starting to cause problems. I got a pretty much canned response same as before that they would send a tech out to the house to look at it. I respectfully asked if they could make sure it was someone who knows what they are doing outside the house, since I had already had a tech inside the house who did nothing. That was 3 days ago. No response. And I've bumped my thread up earlier today, still no response. Does anyone have a phone number for Charter that will get me to someone who's above the Tier 1 of support or whatever? Thanks!
	to forum · permalink · 2012-01-23 21:57:15 ·
zed261 Premium join:2011-11-11 Cleveland, TN Reviews: ·Charter	what im think happaned was this Bumping or responding to your posts will cause a longer than normal response time. This is due to the fact it will not be in the unreplied sections any more!! anyway you may wanna try going to local office that will get there attention
	to forum · permalink · 2012-01-23 22:34:56 ·
minimeme @charter.com	reply to clindner Bumping or responding to your posts will cause a longer than normal response time. This is due to the fact it will not be in the unreplied sections any more!! definitely a no-no!!
	to forum · permalink · 2012-01-24 07:06:14 ·
clindner join:2001-01-21 Lawrenceville, GA	Well, I didn't bump until my reply had sat there for two days, with a dozen or more threads being actively worked above it... They still insist on sending another tech out to the house. Since the problem is outside, why would they need me to be there?
	to forum · permalink · 2012-01-24 10:34:42 ·
clindner join:2001-01-21 Lawrenceville, GA	So basically, I guess all the Charter Direct people do is schedule appointments? Any time I point out that my outside cable was supposedly bad per the tech that did my install, they don't reply...
	to forum · permalink · 2012-01-24 19:36:40 ·
zed261 Premium join:2011-11-11 Cleveland, TN Reviews: ·Charter	said by clindner: So basically, I guess all the Charter Direct people do is schedule appointments? Any time I point out that my outside cable was supposedly bad per the tech that did my install, they don't reply... i guess this may be a job for somone higher up then like eric ill send him msg on twitter
	to forum · permalink · 2012-01-24 20:08:10 ·
zed261 Premium join:2011-11-11 Cleveland, TN	reply to clindner just so ppl know whats going on heres the msg from eric He was working with Dylan who is in Haiti, but George picked it up and responded yesterday morning. He has not responded since
	to forum · permalink · 2012-01-25 08:09:10 ·

CharterEric Premium join:2009-02-06 Saint Peters, MO	reply to clindner Hello clinder, First let me apologize for our delay in response in the Direct Forum. As indicated bumping it up actually bumps it down, but the main issue was you were working with Dylan who left for Haiti on the 21st. George picks up his tickets while he is out (and vice versa) but he is not staffed on the weekends. He is on it now and responded yesterday morning. I pulled the modem this morning and there is a signal issue that needs to be addressed which is why we need to route a Technician. I saw that you have one scheduled for the 26th. George is going to escalate that to ensure a Senior Technician is dispatched for your appointment. George will follow-up after the appointment to make sure you have been taken care of. If you have any additional questions or concerns, please post them to your thread in the Direct Forum, and George will address them for you. Thanks, Eric
	to forum · permalink · 2012-01-25 08:21:17 ·
clindner join:2001-01-21 Lawrenceville, GA	said by CharterEric: I pulled the modem this morning and there is a signal issue that needs to be addressed which is why we need to route a Technician. I saw that you have one scheduled for the 26th. George is going to escalate that to ensure a Senior Technician is dispatched for your appointment. George will follow-up after the appointment to make sure you have been taken care of. I appreciate that. My concern is that this is EXACTLY the same thing I was told before my previous appointment on the first week of January. What actually happened was that two people showed up (one was being "trained" I gathered), and they basically swapped my 2.0 modem for a 3.0 modem, and ran speedtests at the various Speakeasy sites. At that time, the results were not close to 30 mbps. When I insisted that I was told that they would be looking at the outside cabling, they just sort of ignored that, and I could tell that they didn't really know much beyond how to install modems, call in the MAC address, and point the browser to a 3rd party speed test site. The behavior is this: When it rains, we have problems. When it hasn't rained for a day or more, everything is more or less solid. Does that sound like an inside problem or an outside problem?
	to forum · permalink · 2012-01-25 10:58:38 ·
CharterEric Premium join:2009-02-06 Saint Peters, MO	said by clindner: Does that sound like an inside problem or an outside problem? I definitely understand the concern. It is very hard for us to make that determination from here. I have personally had issues at my own house that I swore was an outside issue, turned out to be a splitter that the previous owner had installed INSIDE the wall that I had no idea was there. We can look at the signal and verify there is indeed an issue, but after that we put our faith in our Techs to make sure it is resolved. George did provide the Tech Ops team with the message you sent via the Direct Forum about your last visit, and it has been routed to a Senior Technician. George will follow-up post visit to ensure your issue was corrected.
	to forum · permalink · 2012-01-26 09:15:57 ·
clindner join:2001-01-21 Lawrenceville, GA	The tech was out earlier. According to my wife, he concluded that there was indeed no problems inside. She said he said something about operating at too high a frequency, and that they did need to look at the cabling outside. He indicated that another tech would come on a followup, and that we did not need to be present. Now, we are pretty much where I was 3 or 4 years ago when we first had the service installed. During that time, we've been through severe drought so we haven't had enough rain to really saturate the ground. We've had a lot of rain in the past couple of months, and that's when the problems have been more consistent. Is is too early to hope that this will finally be resolved?
	to forum · permalink · 2012-01-26 10:14:55 ·
CharterEric Premium join:2009-02-06 Saint Peters, MO	said by clindner: Is is too early to hope that this will finally be resolved? Oh, it will be resolved. George has already initiated the escalation to our local Tech Ops team to make sure this is addressed ASAP. We'll let you know as soon as we get more details on the resolution path.
	to forum · permalink · 2012-01-26 10:21:34 ·
clindner join:2001-01-21 Lawrenceville, GA	Thanks!
	to forum · permalink · 2012-01-26 12:04:49 ·
crepiduse join:2012-01-21 Bogart, GA	Was this ever taken care of?
	to forum · permalink · 2012-02-08 22:52:35 ·
clindner join:2001-01-21 Lawrenceville, GA	Nope, just had a technician out AGAIN (their 4th or 5th visit in 6 weeks). Each time, they show up seemingly without ANY prior knowledge that anyone else has been there to work on the problem. For this service call, I was informed by the Charter Direct folks that the work order was to replace the drop, which I have been asking for since the first week of January. The guy shows up this morning, fiddles around with our modem and "adjusts" a few things, and is gone without doing anything with the drop. Do these technicians get paid by the call or something? Are the contractors, or Charter employees? I can definintely see that they seem to be incentivized to move on to the next appointment. And we of course have to keep rearranging our schedule to be there and then they show up knowing nothing more than that we are having "problems". We were down over 2 hours on Friday night, and my modem lost sync last night around 3 AM and didn't restore until I cycled the power. Also had some downtime on Saturday. Does anyone here know of a phone number to Executive Services or anything like that? Maybe you could share via PM or something? I've been asking the Direct folks about how I can escalate this, but haven't gotten an answer...
	to forum · permalink · 2012-02-13 10:15:05 ·

US Cable Support > Charter Internet/TV > [HSI] Have I offended the Charter gods?