Yeah, if there is an ongoing problem it needs to be resolved.
That said, here's a blurb from the residential service agreement. The capital letters are Charter's, not mine.
To me the intent of this is to say that generally you receive the service you subscribe to, but at any given moment in time there is no guarantee you receive that, using the examples listed.
CUSTOMER UNDERSTANDS AND AGREES THAT CHARTER DOES NOT GUARANTEE THAT ANY PARTICULAR AMOUNT OF BANDWIDTH ON THE CHARTER NETWORK OR THAT ANY SPEED OR THROUGHPUT OF CUSTOMERS CONNECTION TO THE CHARTER NETWORK WILL BE AVAILABLE TO CUSTOMER. Customer understands and agrees that the speed of the Service provided at Customers site will vary depending upon a number of factors, including Customers computer system(s) and associated equipment, Internet traffic, and other factors such as system capacity limitations, governmental actions, events beyond Charters control, and system failures, modifications, upgrades and repairs.
It has been my experience if you don't significantly receive the service to which you subscribe and it is Charter's fault, you can/will get a concession on your bill if you ask and can make the case (service logs/call history, Charter support chat history, etc.). I would not consider posts on the open forum as sufficient documentation, but certainly those on Charter Direct forum.
So, even if calling in doesn't directly resolve your concern it is important because it develops and documents the history of a concern.