markopoleo
join:2003-04-02
Bonne Terre, MO
 ·Charter Pipeline
|  This is a good example why Charter tech support is useless.
So for whatever reason my username and password is not working to log onto bill pay. It says to contact charter with 1-800 number OR live chat.
I talk to some guy named Pedro (yeah what a cliche)..
He wants to know my name, number, zip code..then my PIN number assigned to my account. Now keep in mind, Charter in its stupidness (when I moved to new address) kept my old account active, and assigned me a new account, so new username also, that is so stupid no one could remember it.
I tell him..again..that its kinda hard to give you the pin number on my bill when i CAN'T GET ACCESS TO MY BILL ONLINE. lol
So basically he tells me I have to go to local office to get my PIN number. The local office is a good hour wasted out of my day. I ask "What kinda sense is it to ask for all this info about me, and then not let me log into the account, but some lady behind a desk is going to ask for the exact same info and give me access to me account?".
He just ignored that and started the "Lets make sure you are getting the services you need.." chat and ended it before answering.
Im serious here, I've literally spent about a full 10 hours of talking to charter on phone/internet, about 6 visits now to local office to get billing problems/moving problems figured out in the last 3 months since I've moved to this new address. Guess what..STILL NOT FIXED. 
4 problems that could take 15min each TOPS to fix I've had to tip toe through the tulips with these people on simple things. I called that corporate number one time, but it was some answering service and no call back.
What does it take to get someone who knows how to get things done, where is that ONE GUY at Charter who knows his stuff and actually gets things done..??
This is not a rant, this is more of a warning to those who are moving to don't let charter screw you over to. Make sure you get everything done that YOU WANT, not charter to deal with it. |
|
Lazlow
join:2006-08-07
Saint Louis, MO
| There is also an issue on older accounts where after they issue a new password, it (the system) forgets the new password (after about an hour). I sat down in the corporate office for a couple of hours on this one. They were really shocked when they could not get into my account with the password they had just assigned an hour earlier(I never left the building or had access to a computer). As far as they could tell the last time the account had been accessed was when I logged in/out to make sure the new password worked. That was in Feb and I have hot heard a solution yet. |
|
markopoleo
join:2003-04-02
Bonne Terre, MO
·Charter Pipeline
| You think thats bad, how about the "support" rep telling me I could not choose my new username, he said he had to assign it for me. I asked why I could when i first signed up and said its "policy" now..huh?
Now only that, but all the billing problems I have..are traced back to old account. But guess what..they can't actually DELETE old accounts. They just leave them in system and create new ones. How messed up is that?
I actually feel sorry for the lady at local charter office, people always coming in yelling at her for billing problems, techs not doing installs correctly, etc. Most the stuff they hear in the Office the people coming in off the street know more than them! lol
If you ever meet with charter again for whatever reason, tell them the simplist problems are suppose to be the easiest to fix..they make a HUGE DEAL out of small stuff, or make it hard to get small stuff done. |
|
pbarrow
Premium
join:2003-09-16
Montgomery, AL
edit:
April 25th, @07:20PM
| call 866-212-1063 during normal business hours |
|
benc
Premium
join:2007-06-17
Glen Carbon, IL
·Charter Pipeline
 ·Future Nine Corpor..
·Callcentric
 ·AT&T Midwest
| reply to markopoleo
I'm guessing that Charter Business support is different from Charter Residential support.
I recently had to change my reverse DNS entry, and it literally did take only about 15 minutes to do over the phone.
The downside? The price is not cheap. |
|
vasftw
join:2008-03-14
Louisville, KY | reply to markopoleo
Well you can thank the FCC for the changes, not Charter. The PIN # or security code automatically is assigned to the account and is only available in person or via snail mail. |
|
markopoleo
join:2003-04-02
Bonne Terre, MO
·Charter Pipeline
| said by vasftw  :Well you can thank the FCC for the changes, not Charter. The PIN # or security code automatically is assigned to the account and is only available in person or via snail mail. Or according to Charter when you can't access account call them or online chat..what is not true. lol So it is Charter problem partially to. Which is no surprise. |
|
BinaryXtreme
join:2004-04-20
Sparks, NV
·Charter Pipeline
| reply to markopoleo
When I talk to reps and I ask them where they're located and they say Mexico City, I get horrid customer service. I keep calling until I get a rep in the United States. Great example, when I got my first plasma tv months ago, I called and advised Charter that some HD channels were cutting in and out and the rep advised me HD will do that on plasma sets from any service. Uh......  |
|
UnhapyCamper
@charter.com
| reply to markopoleo
A sample of their shining service.
----------------------------------
A representative will be with you shortly.
You have been connected to TTD Joanne .
TTD Joanne : Thank you for contacting Charter Internet Technical Support. My name is Joanne. How may I help you today?
MYNAME: I have an appointment for a service call and was told i would get two calls before they came
MYNAME: my appointment was 3:30-5
TTD Joanne : Let me check your account.
...
TTD Joanne : I understand that you are waiting for the technician, and I can definitely assist you with your concern. Afterwards, I will review your services to make sure they fit your needs and inform you about our Charter Bundled services.
TTD Joanne : May I have your phone number with the area code, your name, the name on the account, and your PIN or the security code? Any bill dated after 11/27/07 will contain the Security Code in the upper right corner of your statement.
MYNAME: MYPHONE
MYNAME: my name is MYNAME...
TTD Joanne : Thank you.
TTD Joanne : MYNAME, as I have checked here, the work order has been cancelled because there was n o answer on the phone when the technician attempted to call you.
MYNAME: there were supposed to be two calls
MYNAME: i said i would be home after three
TTD Joanne : Yes.
MYNAME: they called before i got home
MYNAME: and only called once
TTD Joanne : No. They have contacted you twice.
(** actually they NEVER contacted me- they called once and left one message)
MYNAME: there is only one message on my answering machine
MYNAME: and it said to call if i wanted to cancel
MYNAME: it also said they would call again
TTD Joanne : The first attempt was on 1430, and the second attempt was on 1530.
(** checked my answering machine **)
MYNAME: ok it was at 1:28 pm
MYNAME: there is no seccond message.
MYNAME: I was here at 3:00 (1500)
(** actually I was home by 2:50-something **)
TTD Joanne : That is what I can see here base on the notes of the technician.
MYNAME: it's not 5:00 yet what can you do to fix it
TTD Joanne : I can only reschedule it
(** a short delay **)
TTD Joanne : Please let me know if you are still connected to the chat session at this time.
MYNAME: yes i am still here
MYNAME: looking at my work schedule
TTD Joanne : Okay.
MYNAME: don't want to reschedule at this time. since charter is not delivering what i pay for (possibly because someone is pirating off my cable) and did not provide support as arranged, I think I will look into the fios my phone company is offering.
TTD Joanne : Okay. Would there be anything else?
(** eneded session **) |
|
Guest91730
@charter.com
| reply to markopoleo
Call your local city hall. The cable companies are franchised by the city. If the city gets enough complaints they can put the service out to bid. Charter jacked me around for 3 months on missed appointments for replaceing a bad piece of underground cable. Once call to city hall and they were scheduled within 2 hours of the call. I had the local Charter construction manager calline me apologizing profusely for the missed appointments. |
|
markopoleo
join:2003-04-02
Bonne Terre, MO
·Charter Pipeline
| said by Guest91730 :
Call your local city hall. The cable companies are franchised by the city. If the city gets enough complaints they can put the service out to bid. Charter jacked me around for 3 months on missed appointments for replaceing a bad piece of underground cable. Once call to city hall and they were scheduled within 2 hours of the call. I had the local Charter construction manager calline me apologizing profusely for the missed appointments.
No in this area sadly. |
|
coldbeer
@charter.com
| reply to markopoleo
It is a federal regulation, charter reps need to verify your security code before they can give you access to your account, once you verify the code you can set up your own PIN. The reason they say call them is because you wouldn't know the policy with making contact. FYI if any company provides access to something like this without the code, it is a 100 thousand dollar fine. |
|
markopoleo
join:2003-04-02
Bonne Terre, MO
·Charter Pipeline
| said by coldbeer :
It is a federal regulation, charter reps need to verify your security code before they can give you access to your account, once you verify the code you can set up your own PIN. The reason they say call them is because you wouldn't know the policy with making contact. FYI if any company provides access to something like this without the code, it is a 100 thousand dollar fine.
Charter then needs fined, because they don't always ask for the security code. In fact thats how I finally got access to my account was doing online chat on a weekend and she just needed last 4 digits of SS #.
It must not be a strict requirement. Charter is the only place i know of that asks for it. |
|
coldbeer
@charter.com | reply to markopoleo
Re: This is a good example why Charter tech support is useless.
exactly why are you complaining then? |
|
Sikmaz
join:2002-04-13
Greenville, SC
·Charter Pipeline
·ViaTalk
| reply to coldbeer
said by coldbeer :
It is a federal regulation, charter reps need to verify your security code before they can give you access to your account, once you verify the code you can set up your own PIN. The reason they say call them is because you wouldn't know the policy with making contact. FYI if any company provides access to something like this without the code, it is a 100 thousand dollar fine.
There is no such federal regulation requiring companies to provide a PIN. I am not even away of any Federal laws regarding Identity theft that would require such a thing. I am not saying it is bad that Charter requires a PIN, I am glad to see that they are protecting my account but I don't think they are doing it as a result of some federal regulation. |
|
markopoleo
join:2003-04-02
Bonne Terre, MO | reply to coldbeer
said by coldbeer :
exactly why are you complaining then?
Maybe read the thread like everyone else? |
|
fromzero
join:2008-06-03
Saint Louis, MO
edit:
June 4th, @05:15PM
| reply to Sikmaz
said by Sikmaz :said by coldbeer :
It is a federal regulation, charter reps need to verify your security code before they can give you access to your account, once you verify the code you can set up your own PIN. The reason they say call them is because you wouldn't know the policy with making contact. FYI if any company provides access to something like this without the code, it is a 100 thousand dollar fine.
There is no such federal regulation requiring companies to provide a PIN. I am not even away of any Federal laws regarding Identity theft that would require such a thing. I am not saying it is bad that Charter requires a PIN, I am glad to see that they are protecting my account but I don't think they are doing it as a result of some federal regulation. actually it is required by the FCC's CPNI (Customer Proprietary Network Information) guidelines. It must be verified before disclosing any information considered to be proprietary including billing information and phone records among other things... You can find information on just about any phone carriers website or the FCC's website itself. |
|
csr
@comcast.net
| reply to markopoleo
if they just neede the last four of your ss you probbey did not have a pin setup if thre is no pin on an account we eater need your security code from a bill or the las 4 of th ss this is becuse of the fcc cpni law belive me i work in one of the charter call centers and we dont like doing it any better than you like to provide it but we have to becuse its the law |
|
markopoleo
join:2003-04-02
Bonne Terre, MO
·Charter Pipeline
| Like i mentioned before, Charter routinely breaks the law then. I did have a pin number but forgot it cause I don't get paper bills from them. Just keep trying and they will ask for last 4 digits of SS number to get access to account again.
It must just be a law on certain days or during a solar eclipse.. |
|
