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Charter: Higher Prices, Worse Customer Support
New CEO Tom Rutledge Has Been a Busy Boy
by Karl Bode 08:03AM Thursday Feb 14 2013 Tipped by AMDUSER See Profile
On the heels of killing off their social media support team and eliminating support for customer-owned modems, Charter isn't making any friends in our forums via a suite of new rate hikes. Charter has been notifiying users since January that they can expect broadband service hikes ranging from $2 to $5, depending on the service. As some of our users note, customers in less competitive markets note that the price hikes for some services, like their 100 Mbps speed tier, are as high as 37%. The overall sentiment in our forums is not particularly positive:
quote:
Click for full size
In our area they are the only high speed Internet in town. They have a monopoly here as they have always gone up and never down. They have a pay or (leave) attitude sadly which seems to be working for them as they never lower the prices.
What are these users paying for? It's certainly not customer suport. The company historically ranks last or close to last in nearly every customer satisfaction study. For good measure Charter recently decided to gut all of their social media support, including Facebook, Twitter, and private support here in our forums. The move annoyed many, given it was a nice way to break through the bureaucratic logjam, while putting a human face on a company that historically ranks last in customer support.

Higher prices and awful customer service are the kind of thing the industry would rather you pretend not exist. New Charter CEO Tom Rutledge is making the balance sheet much prettier for investors, but at a very steep cost for consumers, good will and the company brand.

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timcuth
Braves Fan
Premium
join:2000-09-18
Pelham, AL

Oh, joy

Charter and AT&T are my only choices. Ugh!

Tim
15444104
Premium
join:2012-06-11

1 recommendation

Tom's sneer!

In a couple of weeks I will be cancelling my service that I have had for two years now, due to the fact that I will incur a 50% increase in costs because Tom decided to stop giving the customer choices when it comes to speed and prices.

I will NOT be paying to support Tom Rutledge's daily helicopter commutes between his McMansion in the CT suburbs and his NYC offices.

A face can paint a pretty good picture of the character behind it and Tom's sneer shows underlying contempt for the customer.

DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:16

2 edits

Re: Tom's sneer!

What NYC office? What helicopter commute?

Remember he works for Charter now, their HQ was in Missouri and is now in Connecticut 10 miles away from his home. This isn't a year or two ago when he worked for Cablevision at their HQ in NYC.

Lewy

@charter.com

Re: Tom's sneer!

That's not a sneer, Tom's just talking out of the other side of his mouth.
megarock

join:2001-06-28
Catawissa, MO

Re: Tom's sneer!

That's not his mouth...

AVD
Respice, Adspice, Prospice
Premium
join:2003-02-06
Onion, NJ
kudos:1

Re: Oh, joy

monopolies are fun

antdude
A Ninja Ant
Premium,VIP
join:2001-03-25
United State
kudos:4
Cable for cheapest and fastest broadband service for me! Frak satellite. I can do dial-up (crappy speeds with line noises). No WISP and DSL.
cableman0327

join:2004-10-10
Westminster, MD

Hey Charter Cable

oops...looks like Adelphia all over again...

Simba7
I Void Warranties

join:2003-03-24
Billings, MT

..and just think..

We will soon be screwed over like the rest of Charter's customers.

Cute.. Fsckin' cute.. I swear, if I had a few billion to throw around..
zed260
Premium
join:2011-11-11
Cleveland, TN
Reviews:
·Charter

Re: ..and just think..

said by Simba7:

We will soon be screwed over like the rest of Charter's customers.

Cute.. Fsckin' cute.. I swear, if I had a few billion to throw around..

we need to form a national non profit originaztion whos goal is to collect donations to build a nationwide fiber optic network one city at a time

Simba7
I Void Warranties

join:2003-03-24
Billings, MT

Re: ..and just think..

said by zed260:

we need to form a national non profit originaztion whos goal is to collect donations to build a nationwide fiber optic network one city at a time

I'm all for it. Not to mention, if we do it right, it would bypass the legislation in some towns that make building your own network illegal. Therefore really pissing off the large telecoms.
--
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MyWS[PnmIIX3@3.2G,8G RAM,500G+1.5T+2T HDDs,Win7]
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zed260
Premium
join:2011-11-11
Cleveland, TN
Reviews:
·Charter

Re: ..and just think..

said by Simba7:

said by zed260:

we need to form a national non profit originaztion whos goal is to collect donations to build a nationwide fiber optic network one city at a time

I'm all for it. Not to mention, if we do it right, it would bypass the legislation in some towns that make building your own network illegal. Therefore really pissing off the large telecoms.

good atleast one person agrees with me now we just need a good leader and hopefuly a lot more people to help us form such a thing and to donate to such a goal

second we need to figure out how you even start such an entitity im no lawyer and no vary little about non for profit entititys

anon anon

@charter.com

More FUD

Ultra 100 is the same price it has been since June. It's only 37% higher because that guy was coming of promo. That doesn't count Karl.

Fun facts

Pricing Feb 2012 30 meg $58 with own modem $65 with modem rental

Pricing Feb 2013 with "supposed" price "hikes." 30 meg $55 INCLUDES modem.

By the way I have not receive such notice. But even if true pricing is $3-$10 LOWER than a year ago.
KoRnGtL15
Premium
join:2007-01-04
Grants Pass, OR
kudos:1

Re: More FUD

Click for full size
Its a straight price hike. I was even told by my local office.

Boricua
Premium
join:2002-01-26
Sacramuerto

Re: More FUD

said by KoRnGtL15:

Its a straight price hike. I was even told by my local office.

That is a 37% price hike . Wowsers!!!
--
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cork1958
Cork
Premium
join:2000-02-26
said by anon anon :

Ultra 100 is the same price it has been since June. It's only 37% higher because that guy was coming of promo. That doesn't count Karl.

Fun facts

Pricing Feb 2012 30 meg $58 with own modem $65 with modem rental

Pricing Feb 2013 with "supposed" price "hikes." 30 meg $55 INCLUDES modem.

By the way I have not receive such notice. But even if true pricing is $3-$10 LOWER than a year ago.

Wow!

I must be on some special I didn't know about? I pay $49.99 and that just went up $5.00.

Now, next month, my crappy expanded basic goes up $5 also! Sure wish I could convince my wife to dump tv.

I'm pretty sure Charter has been near the bottom in customer support the whole 13-15 years I've been with them. Have always had decent service from them in my area though.

said by KoRnGtL15:

Its a straight price hike. I was even told by my local office.

That's what it look like to me!

--
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»www.mozilla.org/projects/seamonkey/
rradina

join:2000-08-08
Chesterfield, MO

Re: More FUD

Be careful. If you dump TV, naked HSI might cost even more.
Janemba

join:2011-03-17
said by anon anon :

Ultra 100 is the same price it has been since June. It's only 37% higher because that guy was coming of promo. That doesn't count Karl.

Fun facts

Pricing Feb 2012 30 meg $58 with own modem $65 with modem rental

Pricing Feb 2013 with "supposed" price "hikes." 30 meg $55 INCLUDES modem.

By the way I have not receive such notice. But even if true pricing is $3-$10 LOWER than a year ago.

I was the original poster of the thread. I was NOT on any kind of promo or special pricing. Please read the thread.

My pricing had been static at that rate for as long as I have bills about a year since I moved.

The line item for my bill that is the ultra 100 upgrade went from $40/mo to $55/mo which is a 37.5% increase to the standard price that I pay.

morbo
Complete Your Transaction

join:2002-01-22
00000
Reviews:
·Charter

Support has turned to garbage

Charter support (even for business phone and internet) has turned from great to complete shit. I am amazed at how quickly this has happened.

Unfortunately, AT&T is the other option. I may switch phone service back to AT&T and keep the high speed internet with the soon to be bankrupt again Charter.
Kn1gh7

join:2011-07-22
Sharpsburg, GA

Alternatives

Welp, I guess I'll have to switch to comcast.
covfam

join:2012-03-05
Black River Falls, WI

Re: Alternatives

my only other choice in my area from my 30 meg charter service is to pay centurylink 25% more for a 6meg del like with 756k upload

Brian_M

join:2004-06-19
Manchester, GA

Re: Alternatives

Well, mine is for Windstream (also more) for a claimed 6m down, 5k up... which is more like a 1m down, 5k up
rradina

join:2000-08-08
Chesterfield, MO

Re: Alternatives

5k up? Is that a misprint or do you mean 5Kbps up? Or do you mean 50Kbps up? I doubt 5Kbps up could yield sufficient ACKs to support 6Mbps down even with the max TCP RWIN size.

The_ANoN

@bellsouth.net

Mannn

It just seems like Charter doesnt even give a $@%^ anymore.. Im surprised theyre not bankrupt already..
Chuck_IV

join:2003-11-18
Connecticut

Re: Mannn

That's what's frustrating. They actually were heading in the right direction. Their support WAS getting better, especially with their social media focus. While their prices were creeping up(as with everything), their speeds were increasing too, so it was acceptable. Plus they had plenty of package options.

Now with this idiot Rutledge, he has set them back 5 years in a matter of MONTHS. He eliminates all the things they were doing RIGHT with their support, eliminates choices for their customers and they jack prices almost 30% on internet with no added value.

Charter's board needs to wake up and toss this guy ASAP.
15444104
Premium
join:2012-06-11

Re: Mannn

said by Chuck_IV:

That's what's frustrating. They actually were heading in the right direction. Their support WAS getting better, especially with their social media focus. While their prices were creeping up(as with everything), their speeds were increasing too, so it was acceptable. Plus they had plenty of package options.

Now with this idiot Rutledge, he has set them back 5 years in a matter of MONTHS. He eliminates all the things they were doing RIGHT with their support, eliminates choices for their customers and they jack prices almost 30% on internet with no added value.

Charter's board needs to wake up and toss this guy ASAP.

Glad to see that quite a few customers are on to
the apparent sabotage that Tom Rutledge is committing at Charter.

The only thing I can think of is that he is deliberately damaging the company so that it's value will be reduced further so that his buddies at Cablevision can buy it at a bargain price?

King Boo

@charter.com

Re: Thank you browser add-ons

You mean bankrupt AGAIN? they are on the right track.

anon guy

@charter.com

no rate increase for me

Just saw my new statement online NO mention of a rate increase on internet. Hmmmmmm.
Chubbysumo

join:2009-12-01
Superior, WI
Reviews:
·Charter

Re: no rate increase for me

said by anon guy :

Just saw my new statement online NO mention of a rate increase on internet. Hmmmmmm.

Just looked at my most recent statement. My internet ultra is going from 47.99+40.00 to 47.99+55.00, for no reason. That is a $15.00 price hike. My TV service is also going up from their "broadcast TV surcharge" bullshit fee, and their digital home package is going up $5. Its absolute bullshit. Costs for internet went down, yet we pay more. Thats $22 more per month for me, basically making me pay the same as the new pricing scam that took effect late last year.

hdman
Flt Rider
Premium
join:2003-11-25
Appleton, WI
Reviews:
·exede by ViaSat

My Charter issue....

Here's a hot one. I live in an area not served by DSL, 4G, WISP, etc. Charter, years ago, ran cable from both ends of my road. At each end, they ran past empty corn fields right up to before the first house. There is a 1 mile stretch in between that has ALL the houses on my road, and they stopped RIGHT before the houses started. They literally ran over a mile of cable from both ends, then STOPPED and left the 1 mile in the middle unserved.

Here is the funny part. They promised us all cable after we sent them a petition stating that we would ALL sign up for service. They even left a message on my answering machine stating it would come in the Spring.

It never came, and it was all denied that it was ever promised. That was 8 years ago now, and all 14 homes have no wired internet. The best we have is Exede or Hughes and then DirectV or Dish.

Frankly, I still hope this company goes under or TWC buys them out. Somebody who will have local offices and local people who will come out and at least LOOK at the stupidity of the situation.

Thanks to AT&T and their lobbying efforts in our State, the local governements were stripped of their power to negotiate with local cable companies, so all build outs in our area STOPPED once Charter was no longer required to do it based on population density.

Charter....keep it up. Based on your increasing prices and lowering of your service level, its only a matter of time for you. Nobody in my neighborhood will shed a tear if you close or get bought. Thats for certain.
--
The proper way to break in a Harley: Grab a fist full of throttle, and ride it like you stole it!!!
TechnoGeek

join:2013-01-07

Re: My Charter issue....

Wow, just wow.

Sounds like they didn't think it would be profitable.

I hate how companies take a "we don't want to give you service, but we don't want ANYONE else to give you service in the unlikely case that we decide to give you service" attitude.

Using government regulations as a shield to brush off competition makes my blood boil. As a matter of fact, it kind of negates their "whaaa, we don't wanna compete with the 'government'" argument (where 'government' = public-private cooperative). After all, they are using the government to crush competition.

Lobbying needs to be clamped down on. Too bad the only ones who can do it are the ones profiting from it...

••••
rradina

join:2000-08-08
Chesterfield, MO
I wonder if a contractor ran cable on the wrong road, stopped when they realized they made a mistake because the specifications fell short of the houses. Of course that only explains one end but it's possible they had the map upside down and a supervisor corrected the map orientation and the next day they ran it from the other direction! (grin)

Far fetched? Perhaps but I'm guessing stuff like this happens and the contractor may not have been able to bill for the mistake.

An honest mistake is more rational than Charter actually engineering two dead-end runs. Well, then again, maybe not!

•••••
Lmobi2

join:2013-02-15

Change it a Change.org of White House

I think someone should start a petition to make Charter competitive with its rates at Change.org of the White House.

Pres Obama knows that broadband is important to all. I started with Charter in 2001 at $29 a month and now its almost double. It's also the only game in town.

I used to be able to call and get a better deal by threatening to leave. I don't want cable TV or their bad phone service. After you sign up for TV and phone they jack up the prices after a year again.

$54.99 a month for Internet is too high.

mmainprize

join:2001-12-06
Houghton Lake, MI
Reviews:
·Charter

Re: Change it a Change.org of White House

Just wait, Charter and the others are pricing internet so high low income people can't afford it. So Obama will appoint a zar to help pay half for the the lower income people. That will just cost all the real tax payer more so the well off people will be really paying triple since 2001 prices.