how-to block ads
|
 
HSD Rep
@novagate.ne
| Working for Charter Pipeline..... I work for Charter Pipeline support in the largest Call Center in Michigan. I would like to bring a few points to light. First of which is that we don't guarantee speeds on the cable modems. They are capped @ the speed package that you are paying for. Depending on processor speed, condition of cable lines, site traffic or connection ( NIC card or USB ), Firewall, Anti-Virus, all of these things can slow down your connection speed some. Charters job is to provide internet service and that is what we do. For those of you who re-format every week and want technical support for something you decided to you, please contact us first. Charter does not support your COMPUTER problems, we support and INTERNET problems you may have with connectivity. If your internet problems stem from a problem w/your computer then, you need to contact a computer tech. Problems like this are the ones that are bringing Charters Technical Support ratings down and honestly, I find that highly unfair. We try VERY hard to provide impecable service and are doing so in a very good way. | |
| | masters71
join:2001-08-05
Eau Claire, WI
| Re: Working for Charter Pipeline..... I wanted you to know that I appreciate your view-point. I have been providing Technical Support (both On-site and Telephone) for ISP's for the last 8 years. 7 out of 10 times it is the consumers side that causes the outage or problem in the first place.
I also understand that there is no guaranteed bandwidth. Most of us I hope understand that the Internet as a whole is as fast as the slowest point. But you do have to admit that the company does provide a minimal level of service, an expectation if you will, which has been quoted by every one of your support personel. This level of expectation is 60% of the ordered bandwidth. (If you need names and office locations I will be happy to provide them for you.)
The problem lays with the small percentage of consumers who have gone the extra mile to insure that it is not their computer causing the problem. I have been working with Charter/HSA technical support for two months with 8 trouble tickets. Do I blame technical support for not being able to help? NO I do however hold technical support personel responsible for following through on a problem until it is solved. When I have to call back and create a new trouble ticket for the same problem each week, this tells me that I'm being blown off. And that's what we get pissed off about with regards to technical support. No my problem lays with the engineers who tell the technical support agent a bunch of BS to share with the customers as a reason for the outage. One example was on my second to last call to technical support. I was told that it was a problem with the equipment in my neighborhood. I accepted this as I can't think of any other reason for the lack of bandwidth. I waited two weeks as I was told and when I called back with my ticket number there was no record of my being told this.(the ticket number existed but no data was associated with it other than no bandwidth available.) Anyway the latest revelation is that it must be my cable modem itself. We will see...
I know most of you try to provide the best service you can. We all appreciate those of you who do go the extra mile for your customers. It's those few, primarily the ones I have been in contact with, (with one exception, Carlos R.) that give the rest of you a bad name. | |
| | | Anon | Ok Ok Here's the skinny as I see it here in Central WI.You have a bunch of contract worker's installing the cable and pipe line who know almost nothing about computors and cable at the same time. Some of them are newbie cable tech's with a little knowledge on installing cable but know back ground in computors. Then you have the other guy's who know about computors but have no back ground in cable. How do I know this?????? I have a back ground in both including satellite and telephone. I have seen first hand what these guys are doing. I am a lowvoltage contractor and install networks all the time with charter cable. I have had zero problems with either tech support or anyone at charter getting issues resolved. Thats because I know what makes the whole thing tick. It is a combinatin of a good cable install and a good computor install. Then if there are problems you can go after the ISP. I have seen the same thing in satellite. If you have a crappy install of course the picture is going to be bad. | |
| ItaniumNebula
join:2001-01-01
Hialeah, FL | OMMG CHARTER SUXS lame as$ tech support these days want to just do $hit the less they do the better right ? | |
| illtww
join:2002-04-17
Central, SC
|  Ever since chater has taken over @home........
Why all the troubles now? The damn thing goes down 2 time a week and I reach a blazing 20K a sec downloads where I was getting close to 500-600k a sec with @home. 
Nuff said.
P.S.
I have bellsouth and it ROCKS! 1300bps Down 240bps Up. Charter cant TOUCH it! Please let Charter be bought out by someone that knows what they are doing.
| |
| Charterhsd
join:2002-06-19
Fruitport, MI
|  What I don't understand..
Each and every ISP whether they are cable, DSL, or dial-up have server issues that will effect a customers connection. As much as we would like to prevent times of no connection for customers, there are times when this is out of our hands.
When it comes to connection speeds, keep in mind that your ISP can only control connections in your area. If you are accessing a website which is hosted out of California, and one of the servers that you must route through is having problems that is not an issue with your ISP, that is an issue with that particular server.
Before you flame connection speeds, run a trace route to the website that you are attempting to view. The first 2 hops in a trace route are within your ISP no matter who it may be, after that it is out of their hands and at the mercy of the world wide web.
To run a trace route, click on Start, Run, and type in COMMAND then hit OK. At the DOS prompt, type in tracert www.yahoo.com or whatever website you'd like to trace and then hit enter. This will show the way your request is routed through the internet and the response time from each server it has to route through. A good response would be under 100ms anything above that would be considered latency. | |
| 
cork1958
Cork
join:2000-02-26
Fruitport, MI
 ·Verizon Online DSL
 ·Charter Pipeline
| Let's hear it for Fruitport!! Hey Charterhsd,
Only part of what you said I don't agree with is how long Charter has been in the area. I've been on it for 3+ years now. Cost $100 for installation. 3 days later they started the self/free install. Wouldn't give me any of the money back either!
--
»www.geocities.com/cork1958 | |
| | 
detfan
Premium
join:2002-12-29
Livonia, MI
·WOW Internet and C..
| Re: Let's hear it for Fruitport!! Whatever, Charter in my area is under what they offer, and get this...
For the 1.5 up, I pay 65 dollars a month...
THats right 75 friggin dollars...
Now this idiot can sit here and blame whatever he wants on whoever's system he wants to..I have a great system, and I rarely get anything close to what my friends are getting with the same advertised speeds, and oh yea less money...
Now my belief for the price is due to the fact that they are the only ones in my area offering high speed, AND THEY DO KNOW THIS....Until recently MY local phone company offers a over priced 512 DSL(NO THANKS)
Now it isnt the price I mind, but for that kind of money, i should get more speed...It was much faster when I first started out, but of course it is my systems fault...
I am in the business nad this is a typical answer from a brainwashed CHarter Employee...Bullcrap is all it is...
Maybe I will try that on some of my customers, and see if it works... | |
|
detfan
Premium
join:2002-12-29
Livonia, MI | What? You said Charter was wiped out in all of Lower Michigan?
Thats a lie.I live in the lower peninsula and never lost my cable, Internet. | |
| | |
defender82
@charter.net | What do you mean by releaseing the MAC What do you mean by releaseing the MAC... I dont understand what you mean by release the MAC. I have never had problems with charter. | |
|
sdreyer
@sbcglobal.net
| charter webmail Is awful in Missouri they have more outages than they are working. I am down on email at least 6 of the 8 hours a work day. When you contact charter for help they say it is a problem on my end when I am on the net the issue is with them. For the money we pay for their services the least they can do is function properly. | |
| | | |
| Forums » comments on review of Charter Pipeline |
|
