Charter Communications
Complaint 169800 Details

From 11/2010 til present we had constant problems with our charter tv service and Internet. The tv service would daily tile and place mirrors of the show across the tv screen. The Internet would stop working and/or be extremely slow even though we had the fastest Internet speed service in the country. This is Charter's new tag line in their commercial's. We are astounded when we hear this. The impact on our lives was that I would call weekly or more, need to set up time to wait for them to come to our home, fix it and leave. Of course whatever they did, did not work. So I would call again. For some insane reason we decided to try Charter's phone service In April of 2011 instead of Verizon. Verizon was never in our home for this given their advanced service capabilities. A service rep came on 4/22/2011, went in our basement and installed the phone service and also cut the hard wired phone lines to the seven jacks we have in our house. We had these put in when we purchased the new home because it allows for better sound, less static. We were unaware of this until a few days later when a service rep came out AGAIN to check on our cable. He called to us within minutes to show us that the wires were cut. We explained about the installation of phone service and the Charter rep said 'Why would he cut those hard wired lines?' So, our phone service with Charter was bad, dropped conversations, static, and hung up when people called when we picked up the phone. We decided to switch back to Verizon. Again, Verizon did not come in the home to reconnect our service. It was done by the box on our land by the road, and we never saw him. The service problems with tv and Internet continued and we were assigned to an Executive Office rep after receiving a letter from the president regarding our numerous service calls! The Exec rep did not know about the cut wires, so when I told her she opened a claim. We had the damage estimated. A Charter technical 'supervisor' and a third party vendor ~ BANG, tech rep came out to investigate and test the damage. This was the first time we were made aware that it was not a Charter rep that installed our phone and cut our wires, it was a 3rd party whom we did not request in our home, sent on behalf of Charter. Both were sarcastic in their manner. They looked at the wires and determined we should be able to live with this, did not test ANYTHING, never left the basement and put the blame on Verizon 'Mickey Mouse service!', and left. I called the tech 'supervisor' Ted, and he was immediately defensive and obnoxious saying 'no I am not going to do this wife husband thing, I talked with your husband and that should be enough'. I had never heard such a thing, but knew immediately that when someone responds in that manner, they are guilty. So he would not talk to me, nor send me Charters phone service procedures, as Verizon sent theirs. I placed a complaint on BBB, to which both companies responded with information that was not true, which is one of the BBB's policies. I tried to correct it by responding again, but they lied again even though I pointed this out to the BBB. So, now I am working with the BBB home office to rectify the incorrect information placed by Charter and Bang. The costs of putting the house back to the way it was involves getting to the wires in the walls, pulling them out, fixing them, drywall and painting. Are we willing to go with less for damage a 3rd party did to our home ~NO. Right is Right and Wrong is Wrong. This shows both companies character and I would strongly discourage consumers to use either of them. Our experience has been life consuming and wrong.