Reviews:
 ·Pacific Bell - SBC
 ·Charter
| Charter - Cost Doubled - Can't reach by telephone to cancel It sucks living in the area of Southern California (mis)serviced by Charter Communications. (Merry Christmas).
With my the new bill from Charter Communication for the coming month, the cost for just their basic, 60Mbps High Speed internet service, and their lowest price cable television service, has increased to $155.20!!!! With a non-descript $16.00 "adjustment", the total due is $ 123.20. That's more than double what the same service cost me just over one year ago when it was only $65.00.
I've been trying for three days, without any success, using both a land line, and a cell phone, to contact Charter at the telephone number of 1-888-438-2427, to cancel my services. This morning, I finally resorted to the use of Charter's online internet chat. The following is a transcript of that conversation:
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Chat Transcript
A representative will be with you shortly.
You have been connected to Vanessa J.
Vanessa J: It’s a fantastic day here at Charter! My name is Vanessa J and I’ll be your personal advisor. How may I assist you today?
Lindsey: Good morning - I've been trying to call Charter at 1-888-438-2427 for several hours to cancel my services, but my calls aren't being answered. The phone rings 10 times, then goes fast busy. Is Charter aware of that problem? Can I cancel my service via this venue?
Vanessa J: Unfortunately, we do not have the ability to fully cancel an account via online chat.
Lindsey: And I'm calling from the 951 (Riverside, California) area code.
Lindsey: My account runs through today - I can't afford the new price increase and need to cancel before I incur additional charges. How can I cancel?
Vanessa J: Unfortunately, we do not have the ability to fully cancel an account via online chat. In order to process your cancellation, please give us a call at 888-438-2427 and say “Disconnect Service” to be routed to the correct department.
Lindsey: As I first stated, that number is not working.
Vanessa J: Okay unfortunately the online department doesn't have the ability to fully cancel an account
Lindsey: I even called and had an AT&T operator try dialing it.
Lindsey: So, if I can't call, how do I cancel my service?
Lindsey: Do you have a direct, non toll free number that I can use?
Vanessa J: You can cancel via the 888 number or at your local charter office Lindsey
Lindsey: I'm disabled. Don't drive. Can't get to the office. Do you have their direct number?
Vanessa J: Our charter offices unfortunately do not have direct phone numbers.
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I'm trying to force myself to laugh.
Sigh.... |
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Reviews:
 ·PHONE POWER
| If there is an address on the bill, I would send a registered letter to that address informing them that you have tried to call to cancel, and that effective on XX date you are no longer using the service. Then I would take the steps to ensure they can't debit your bank if you are on autopay. After that, the ball is in their court and you have all the proof you need if they try to bill for any additional services. |
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| Call the corporate offices at (636) 207 5100
Politely explain what the problem is and tell them you want to cancel immediately. |
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 BF69Premium
join:2004-07-28
Camden, TN | reply to Ahuacamolli
You were probably on a promo and that promo ran out. promos are temporary you know.
60 Mbps internet? Charter has 30 Mbps and 100 Mbps are far as I know. Anyways just dropping the 60 Mbps to 30 Mbps would save you money. |
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| reply to Ahuacamolli
Some companies require the return of equipment (if you have leased a modem or cable box) to stop billing and cancel service. This is the case in my Charter area. I called them earlier today from my cell phone regarding cancellation of my cable service and was told to bring the boxes to local office tomorrow. TWC has the same policy. Comcast will cancel service and give customers 10 days to return equipment. |
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Reviews:
·Pacific Bell - SBC
·Charter
| reply to Ahuacamolli
Thank you for your suggestions.
1. The reference to "basic, 60Mbps" was a typing error. I had the basic, 30 Mbps service.
2. I'd been a customer of Charter's since 1998, and the cost of my services hadn't been affected by any promotional rate in a very long time.
After posting my message here I contacted the local office of one of my area's congressional representatives. A member of his staff put me in telephone contact with a representative at Charter. After determining that there are no promotions available to me, I cancelled my services from Charter. One of their technicians is scheduled to stop by my home tomorrow to pick up their equipment, and to disconnect their service to my home.
I am now sharing the use of a neighbor's ClearStream 4 Extreme Range DTV Antenna, which is installed in the shared attic space of the building in which I own a condominium unit. I am astounded with the quality of the picture and sound. I didn't know until yesterday that the the quality of the broadcasts of the local network television stations provided by Charter were so detrimentally affected by compression. While there are far fewer stations, the stations I receive are the same as those I watched before.
And I didn't know that my City's free Wi-Fi service was available to my area until I went to change the configuration of my TiVo Premier DVR to utilize the connection to the DTV antenna, and to connect it's modem to my land line telephone service. The Wi-Fi service tests at a steady 5Mbps which is more than adequate for my use.
So far, so good.  |
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| reply to Ahuacamolli
Yay!! 
Another cancellation due to Charter's arrogance and ignorance!! 
Second one I've read on here today, isn't it?
Technically,
I'm sad for OP to have to go through these changes, but sometimes you have to do what you have to do!!
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| said by cork1958:Yay!!
Another cancellation due to Charter's arrogance and ignorance!!
Second one I've read on here today, isn't it?
Technically,
I'm sad for OP to have to go through these changes, but sometimes you have to do what you have to do!!
You are only counting the customer that canceled and also posted here at DLSR.
I am sure there are more that did not come here to tell us about it.
They always try and say he was on a promo.
But when the price doubles it don't matter what it was customers don't like it.
For that new price he should have been given the GOLD package maybe then he would not have been so mad. But paying as much as the Gold package for a Basic package would piss anybody off so bad i can see why they would cancel and not even want a new deal. |
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| reply to Ahuacamolli
has increased to $155.20!!!! With a non-descript $16.00 "adjustment", the total due is $ 123.20.
OP, I don't think I get your math.... |
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BF69Premium
join:2004-07-28
Camden, TN | reply to cork1958
said by cork1958:Yay!!
Another cancellation due to Charter's arrogance and ignorance!!
Second one I've read on here today, isn't it?
Technically,
I'm sad for OP to have to go through these changes, but sometimes you have to do what you have to do!!
And yet YOU remain a Charter customer despite how bad and evil they are. Interesting.
What is it going to take to make you happy FREE service? |
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| reply to mmainprize
said by mmainprize:said by cork1958:Yay!!
Another cancellation due to Charter's arrogance and ignorance!!
Second one I've read on here today, isn't it?
Technically,
I'm sad for OP to have to go through these changes, but sometimes you have to do what you have to do!!
You are only counting the customer that canceled and also posted here at DLSR. I am sure there are more that did not come here to tell us about it. They always try and say he was on a promo. But when the price doubles it don't matter what it was customers don't like it. For that new price he should have been given the GOLD package maybe then he would not have been so mad. But paying as much as the Gold package for a Basic package would piss anybody off so bad i can see why they would cancel and not even want a new deal. Yes,
I realize I'm only counting 2 (so far and spur of the moment I even mention it) out of how ever many people report in here, but 2 out of the small number here should equate to a larger number of ALL Charter users!
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»www.mozilla.org/projects/seamonkey/ |
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Reviews:
 ·DIRECTV
| said by cork1958:I realize I'm only counting 2 (so far and spur of the moment I even mention it) out of how ever many people report in here, but 2 out of the small number here should equate to a larger number of ALL Charter users!
I might be next up. They sent me a notice with my bill ..actually it was in FINE PRINT in the "comments" section that comes as a regular part of the bill, which I figure very few people notice because USUALLY there is nothing printed there.
It says my "promotional offer" is about to expire (I thought it went through April of 2013??) But....
"It is not necessary to contact them unless I want to change my service. "
Only change will be that my service cost will increase by 50%!
It seemed to me that they were "hoping" that I wouldn't notice the increase...LOL |
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| reply to cork1958
I cancelled the tv portion today, and returned boxes, although expanded basic, 2 thru 74, is still available. That should be disconnected tomorrow. I had digital home package, 2 thru 99, interactive guide, In Demand, 1 extra SD box, taxes and fees, $76.14. My 15Mbps was $50.35 with my own Docsis 2 modem. I decided to upgrade to 30Mbps which includes a Docsis 3 modem.
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| reply to horseathalt7
They sent you a notice of the pending increase and yet you opine they're trying to slide one over on you?
There may be things you don't like about Charter such as not having a lower priced tier to fit you expectations, but they are not to blame for people not reading their bills, not understanding what they sign up for, not keeping on where they're at with things, etc. |
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Reviews:
·DIRECTV
| said by whoaru99:They sent you a notice of the pending increase and yet you opine they're trying to slide one over on you?
There may be things you don't like about Charter such as not having a lower priced tier to fit you expectations, but they are not to blame for people not reading their bills, not understanding what they sign up for, not keeping on where they're at with things, etc.
Yes, it appears they way they performed their "notification" definitely appears to be muddled.
First the notice of the change is in the "comments" section which normally has NOTHING in it. It is in TINY print and it is on the back of the bill. Also it simply states that the current offer is "about" to expire, instead of simply printing a specific date, which of course they darn well know. The funny thing is that it indicates in the comments that, "there is no need to contact them". They hope I don't contact them. LOL 
The supposed "regular" price of my service ONLY appeared in this months bill, before all I saw was a price for "HSI". It never showed my account as being on a promo offer until this month.
The interesting thing is that when my initial service tier price (internet lite) was increasing by a mere 5 bucks per month, Charter was good enough to send a separate sheet clearly explaining that the service price was increasing and that if I wanted to inquire further I should contact them. This was early this year.
Disingenuous in how I consider this approach.
I totally agree that a customer should read the bill and understand it but it is clear that Charter was hoping that people would possibly miss this notice since it is in tiny print in a section that never has any information in it or it is advertising something.
The change shows all the more how the new management team is trying to soak the customer by vagueness hiding things where most folks won't look commonly. |
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Reviews:
·Charter
| reply to BF69
said by BF69:You were probably on a promo and that promo ran out. promos are temporary you know.
60 Mbps internet? Charter has 30 Mbps and 100 Mbps are far as I know. Anyways just dropping the 60 Mbps to 30 Mbps would save you money.
Old price, and maybe their area cannot handle the 100mbps speeds? there were some areas they left at 60mbps and never bumped to 100mbps because they knew their customers would never get it. |
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Reviews:
·Charter
| reply to Ahuacamolli
When I got wind of the Direct (Umatter2Charter) group being dissolved, I got a new package applied because I knew of the issues I'd have in the future...
The new price was supposed to be $158 or so... got a bill yesterday stating $189.
Best part? Since the Direct forums are no longer here, I have no proof that was the rate I was quoted.
Knew I was going to have problems.. just didn't realize it'd be this soon.
So don't feel too bad, you're definitely not alone in billing issues. |
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BF69Premium
join:2004-07-28
Camden, TN | said by Shad0wlore:When I got wind of the Direct (Umatter2Charter) group being dissolved, I got a new package applied because I knew of the issues I'd have in the future...
The new price was supposed to be $158 or so... got a bill yesterday stating $189.
Best part? Since the Direct forums are no longer here, I have no proof that was the rate I was quoted.
Knew I was going to have problems.. just didn't realize it'd be this soon.
So don't feel too bad, you're definitely not alone in billing issues.
Probably prorating perhaps? for some reason people don't get they are billed IN ADVANCE. even though it's clearly stated on their bill. |
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Reviews:
·Pacific Bell - SBC
·Charter
| reply to dsl14350
Yet another typo... I have no idea, but it wasn't intentional. I presume it's what I get for hitting "I'm Feeling Lucky" instead of "Preview/Attach" and THEN "Post Now!"
Charter TV - Digital Home Package: $ 62.99
CableCARD: $ 2.00
HD Equipment $ $ 5.00
Charter Internet: $ 57.99
Taxes Fees and Charges: 11.22
Total: $ 139.20
Less "Loyalty Discount": $ 16.00
Total Due: 123.20 |
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 norton
join:2005-08-03
Holland, MI | reply to horseathalt7
I so agree. Its one thing to raise prices but its another thing altogether to do it without full disclosure. If the product is clearly labeled we just have to learn to take it and we would know how bad the increase would be in advance - not sneaking it in over a 2 to 3 month period.
Charter should price products clearly. |
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