Wednesday, March 26, 2008

Charter Internet Outage

It is pretty interesting when you have Charter running a promo for High-Speed for Life and most of the state of California drops Charter internet service.

Perhaps the bids should have been reduced on the auction.

We have Charter at the office and it is way more problematic that AT&T DSL. The main advantage to cable is that it can be significantly faster.

Charter has much work to do in have tiered services for residential and commercial businesses. If I am a business account I should not be running off the same pipe that residential customers are. I am paying a premium for that "special" service.

It appears that as of 12:30pm the internet is back up, although it has been in and out.

No reason why it went out either.

That's another thing Charter Communications can add is a dashboard on the internet that shows the health of their network. Perhaps because they have so many problems they don't want to air their dirty laundry.

I used to be with Charter at home and I am a stockholder in the company. I have thought of going back to Charter and they I encounter this, doesn't make me anxious to go back and try them out.

Then I hear from other people of the horror stories they have had, from poor customer service to complete botch of service calls.

Customer Service needs to be #1 with companies. It amazes me how bad customer service can be.

Does anyone else have any experiences they would like to share with Charter?


Anonymous said...

I live in Missouri, and Charter internet is the worst broadband service I have ever had. I have been with Cable One, Cox, and Southwestern Bell DSL, and have never experienced the amount of outages present with Charter. Their customer service is very sketchy. I have talked with maybe 2 out of 80 agents that actually knew what they were talking about. I'm pretty sure, to get the job, you only need to know how to power-cycle a modem. I am always being told that the outage is due to a cut fiber-line from St. Louis. Shouldn't they also lease fiber lines from Kansas City for some slight redundancy? It reminds me of those old fashioned series circuit Christmas lights we had to use in the '80s.
They will give you a very small credit if you call them and complain, but it happens so regularly that I believe they should just pro-rate everyone's month based on actual time their internet was working.
Also, Charter has been bragging about their higher speeds they offer. A friend of mine was sold the 5Mb/s rate even though our area hasn't even been provisioned for more than 3Mb/s. Of course to find this out, I had to talk to about 7 agents. This included agents on their live-chat help on their site, as well as at the local office, and at the regional headquarters. Maybe they shouldn't send emails and mailers to those that live in areas not provisiosed for the boasted speeds.
I guess that's any company for you though. Making money off of their clients ignorance, as well as their own employee's.

Anonymous said...

I've been with Charter Internewt for about five years and have to say overall that I am pretty pleased with their service. I live in the Fort Worth, TX area and rely heavily on my internet.

I've had some occasional issues, maybe about once a year, but they have always been timely in resolving it. My experience has been that if you provide them with the correct information they will resolve the issue.

Daniel said...

I find it amazing that I can go to a 3rd world country and find internet in the jungles and even small villages - and it's usually free or very inexpensive and also reliable. Here in the states, everybody has to make a buck on the service and access is based on whether service in your area is profitable.

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