Charter internet reliability
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Darren

Greenville, SC

#1 Jun 13, 2011
Not sure what the deal is, but it is starting to really **** me off. My internet connection has been going up and down almost every day for the last 2 weeks. At first it just seemed slow, and running a constant ping shows that some are getting though, some are not. So, thinking it may be my issue, I'm checking my router, running virus/malware/spyware scans, and find nothing. Finally just ignore it for the day. Then next day, it seemed to be working, then it started again.
So, I call support. The tech goes over some standard things, and then tells me they are expeiencing issues in my area. Can't tell me what is happening, or when it will be resolved. Week later, still happening, I call support again, and the tech has me go though some normal steps, and finally, I guess just gives up, and says that he wants to send a tech out. Since I work M-F, the earliest he could get someone out was 8 days later on a Sat.. Told him to forget it. Yesterday, my internet is working fine all afternoon, then starts having problems again around 6pm, though the rest of the night.
Was going to call support, but figured they would just give me some BS again. I still don't know what is going on, and I expect that I will have more problems again tonight. If they are working on something, I wish they would just let us know, and tell us when they might expect it to be done. About ready to just switch to AT&T... Slower speed, but hopefully more reliable..
Does anyone know if Charter posts anything somewhere showing maintenance or outages??? I really just want to know what is going on, and if/when it will be fixed...

Since: Apr 09

Saint Clair, MO

#2 Jun 17, 2011
Darren wrote:
Not sure what the deal is, but it is starting to really **** me off. My internet connection has been going up and down almost every day for the last 2 weeks. At first it just seemed slow, and running a constant ping shows that some are getting though, some are not. So, thinking it may be my issue, I'm checking my router, running virus/malware/spyware scans, and find nothing. Finally just ignore it for the day. Then next day, it seemed to be working, then it started again.
So, I call support. The tech goes over some standard things, and then tells me they are expeiencing issues in my area. Can't tell me what is happening, or when it will be resolved. Week later, still happening, I call support again, and the tech has me go though some normal steps, and finally, I guess just gives up, and says that he wants to send a tech out. Since I work M-F, the earliest he could get someone out was 8 days later on a Sat.. Told him to forget it. Yesterday, my internet is working fine all afternoon, then starts having problems again around 6pm, though the rest of the night.
Was going to call support, but figured they would just give me some BS again. I still don't know what is going on, and I expect that I will have more problems again tonight. If they are working on something, I wish they would just let us know, and tell us when they might expect it to be done. About ready to just switch to AT&T... Slower speed, but hopefully more reliable..
Does anyone know if Charter posts anything somewhere showing maintenance or outages??? I really just want to know what is going on, and if/when it will be fixed...
Hello Darren,

My name is Abby Catron, and I am a Communications Specialist for Charter. I am disappointed to read of the trouble you have been having with your internet. We do not currently have a space where maintenance or outages are posted, but I can definitely investigate your signals and provide some answers as well as a resolution. Please send an e-mail to [email protected] with the name, address, and phone number on the account, as well as the best number to reach you. Also, please put "CharterAbby - Topix - Darren" in the subject line so I can keep an eye out for the e-mail.

Here's a link to the Charter Social Media Team website for your reference: http://www.charter.com/UMatter2Charter .

Looking forward resolving your concerns,

Abby Catron
Communications Specialist - Charter
[email protected]
http://www.charter.com/UMatter2Charter
bmjon

Kill Devil Hills, NC

#3 Jun 22, 2011
I have also been having problems with my Charter internet, so you are not alone! It seems to be a problem in this area (Suffolk, VA), my husband has had problems with it the past week at work, as have many other people in the area I know who have Charter.
Unfortunately I called, and as usual with Charter, got plenty of offers and no real service. Naturally the problem was blamed on something on my end. I find this amusing since I told the rep that there are other customers and businesses with the same problem who have been told there is something going on in some other state that is causing the problem. I was mostly calling to get a date it will be repaired, and get a credit. My husband and I do quite a bit of job related work on the internet and it has caused us some major problems.
Here's to hoping Cox or Verizon will be allowed to expand into Suffolk soon, otherwise I may just have to cancel Charter, and run my internet off my husbands MiFi - slower, but at least it is reliable.

Since: Apr 09

Saint Clair, MO

#4 Jun 22, 2011
bmjon wrote:
I have also been having problems with my Charter internet, so you are not alone! It seems to be a problem in this area (Suffolk, VA), my husband has had problems with it the past week at work, as have many other people in the area I know who have Charter.
Unfortunately I called, and as usual with Charter, got plenty of offers and no real service. Naturally the problem was blamed on something on my end. I find this amusing since I told the rep that there are other customers and businesses with the same problem who have been told there is something going on in some other state that is causing the problem. I was mostly calling to get a date it will be repaired, and get a credit. My husband and I do quite a bit of job related work on the internet and it has caused us some major problems.
Here's to hoping Cox or Verizon will be allowed to expand into Suffolk soon, otherwise I may just have to cancel Charter, and run my internet off my husbands MiFi - slower, but at least it is reliable.
Hello bmjon,

Sorry to see that you are also experiencing trouble with your internet service. We understand how important it is to have stable Internet when working from home. We can definitely look into what is causing the trouble and make sure you get taken care of. Please send an e-mail to [email protected] with the name, address, and phone number on the account, as well as the best number to reach you. Also, please put "CharterAbby - Topix - bmjon" in the subject line so I can keep an eye out for the e-mail.

Here's a link to the Charter Social Media Team website for your reference: http://www.charter.com/UMatter2Charter .

Looking forward resolving your concerns,

Abby Catron
Communications Specialist - Charter
[email protected]
http://www.charter.com/UMatter2Charter
Sam Jansen

United States

#5 Jun 23, 2011
Charter is probably the worst internet service provider in the United States, they are so bad they went bankrupt, yet somehow they are still here. I can't believe they get away with what they do, they are pretty much criminals.

Since: Apr 09

Saint Clair, MO

#6 Jun 23, 2011
Sam Jansen wrote:
Charter is probably the worst internet service provider in the United States, they are so bad they went bankrupt, yet somehow they are still here. I can't believe they get away with what they do, they are pretty much criminals.
Hi Sam,

We see that you have posted in multiple threads and are sorry to see you feel this way. We are here to help with your service. Charter filed for bankruptcy in 2009, however we made a quick recovery and are again listed publicly on NASDAQ. Please let us know what’s going on with your internet by sending an email to [email protected] with the name, address, and phone number on the account, as well as the best number to reach you. Also, please put “CharterAbby – Topix – Same Jansen“ in the subject line so I can keep an eye out for the e-mail.

Here’s a link to the Charter Social Media Team website for your reference: http://www.charter.com/UMatter2Charter .

Looking forward resolving your concerns,

Abby Catron
Communications Specialist – Charter
[email protected]
http://www.charter.com/UMatter2Charter
Cable Tech Guy

Los Angeles, CA

#7 Jun 23, 2011
Darren wrote:
Not sure what the deal is, but it is starting to really **** me off. My internet connection has been going up and down almost every day for the last 2 weeks. At first it just seemed slow, and running a constant ping shows that some are getting though, some are not. So, thinking it may be my issue, I'm checking my router, running virus/malware/spyware scans, and find nothing. Finally just ignore it for the day. Then next day, it seemed to be working, then it started again.
So, I call support. The tech goes over some standard things, and then tells me they are expeiencing issues in my area. Can't tell me what is happening, or when it will be resolved. Week later, still happening, I call support again, and the tech has me go though some normal steps, and finally, I guess just gives up, and says that he wants to send a tech out. Since I work M-F, the earliest he could get someone out was 8 days later on a Sat.. Told him to forget it. Yesterday, my internet is working fine all afternoon, then starts having problems again around 6pm, though the rest of the night.
Was going to call support, but figured they would just give me some BS again. I still don't know what is going on, and I expect that I will have more problems again tonight. If they are working on something, I wish they would just let us know, and tell us when they might expect it to be done. About ready to just switch to AT&T... Slower speed, but hopefully more reliable..
Does anyone know if Charter posts anything somewhere showing maintenance or outages??? I really just want to know what is going on, and if/when it will be fixed...
You have a return path issue, caused by a poor alignment of the system mixed in with Ingress. The Node in which you are located needs to be swept, and have the ingress cleaned up.. the up and down speeds are based on usage of the bandwith that is available that can communicate with the UBR in the Headend.
Frank

Fairforest, SC

#8 Jul 12, 2011
Wow...thanks for the posts guys. I was considering trying Charter for the faster speed but after seeing all the problems that can occur I will stay with ATT...the speed is slow but pretty reliable. It's scary to think I could have signed up for 2 yrs of bad service.

Since: Apr 09

Saint Clair, MO

#9 Jul 15, 2011
Frank wrote:
Wow...thanks for the posts guys. I was considering trying Charter for the faster speed but after seeing all the problems that can occur I will stay with ATT...the speed is slow but pretty reliable. It's scary to think I could have signed up for 2 yrs of bad service.
Hello Frank,

My name is Abby Catron, and I am a Communications Specialist for Charter. I am quite disappointed to see that we may have missed an opportunity to provide you with some of the fastest and most reliable internet connections available. We do not like to see any of our customers having trouble, but if it happens we are here to help and will make sure their issue is quickly resolved. Please send an e-mail to [email protected] with the name, address, and phone number on the account, as well as the best number to reach you. Also, please put “CharterAbby – Topix - Frank“ in the subject line so that I can keep an eye out for the e-mail. I can go over all of our options for service.

Here’s a link to the Charter Social Media Team page for your reference: http://www.charter.com/Umatter2Charter .

Looking forward to resolving your concerns,

Abby Catron
Communications Specialist – Charter
[email protected]
http://www.charter.com/Umatter2Charter
Last Chance Customer

Corona, CA

#10 Aug 8, 2011
Reliabillity, This is a joke honestly. I have had issues for months and had numerous techs say its this or its that. I have logged more calls to charters outsorced tech support.. I maybe be able to speak Hindi. I finally after 50 min of slamming my face down with outsourced help dept and told them I dont want any of my services after being a customer of 14 years... Someone from retention dept finally listened.. we will see tomorrow if they fix the issue. I am sick of the "We care" crap when it comes down to it, your lucky if you get someone based in the USA anymore. If charter continues to use sub par contracted service people, you will just lose more customers... the tech actully told me my issue was that I wasnt losing packets... It was googles fault.. WTF? I wasnt pinging Google when I showed him the results, He just didnt give a crap what my issue was.

Since: Apr 09

Saint Clair, MO

#11 Aug 11, 2011
Last Chance Customer wrote:
Reliabillity, This is a joke honestly. I have had issues for months and had numerous techs say its this or its that. I have logged more calls to charters outsorced tech support.. I maybe be able to speak Hindi. I finally after 50 min of slamming my face down with outsourced help dept and told them I dont want any of my services after being a customer of 14 years... Someone from retention dept finally listened.. we will see tomorrow if they fix the issue. I am sick of the "We care" crap when it comes down to it, your lucky if you get someone based in the USA anymore. If charter continues to use sub par contracted service people, you will just lose more customers... the tech actully told me my issue was that I wasnt losing packets... It was googles fault.. WTF? I wasnt pinging Google when I showed him the results, He just didnt give a crap what my issue was.
Good afternoon,

It is upsetting to see you having unresolved issues with your internet service and I would like to be the one to follow through and get this resolved once and for all. Please send an e-mail to [email protected] with the name, address, and phone number on the account, as well as the best number to reach you. Also, please put "CharterAbby - Topix - Last Chance Customer" in the subject line so that I can keep an eye out for the e-mail. I am more than happy to investigate your signal history and take a look at any pings or traces you wish to send my way. While running any pings or traces please be sure you are connected directly to your modem without a router or any 3rd party equipment involved. This will ensure accurate testing of Charter’s network so that the issue can be escalated if needed.

Here's a link to the Charter Social Media Team webpage for your reference: http://www.charter.com/Umatter2Charter .

Looking forward to resolving your concerns,

Abby Catron
Senior Communications Specialist - Charter
[email protected]
http://www.charter.com/Umatter2Charter
Maria

Wisconsin Rapids, WI

#12 Sep 2, 2011
We are experiencing the same problem for several weeks now, and we are ready to consider switching services, because we are sick and tired of the same recording telling us what to check, then when we finally talk to a technician we are more or less repeating every step, after the first time we were convinced by them that it had to be our modem, so we even bought a new one to have the same disappointing results. We don't have time to be watching the internet to see when we can use it, we are missing out on a lot of things and getting frustrated, after years and years as loyal customers we deserve better.

Since: Apr 09

Saint Clair, MO

#13 Sep 2, 2011
Maria wrote:
We are experiencing the same problem for several weeks now, and we are ready to consider switching services, because we are sick and tired of the same recording telling us what to check, then when we finally talk to a technician we are more or less repeating every step, after the first time we were convinced by them that it had to be our modem, so we even bought a new one to have the same disappointing results. We don't have time to be watching the internet to see when we can use it, we are missing out on a lot of things and getting frustrated, after years and years as loyal customers we deserve better.
Hello Maria,

You definitely deserve to receive fast and reliable internet service and we are sorry to read of the trouble you have been having. Please send an e-mail to [email protected] with the name, address, and phone number on the account, as well as the best number to reach you. Also, please put "CharterAbby - Topix - Maria" in the subject line so that I can keep an eye out for the e-mail. We look forward to investigating your signals and coming up with a plan for resolution.

For more information on Charter's Social Media team please see: http://www.charter.com/Umatter2Charter .

Thank you,

Abby Catron
Senior Social Media Specialist - Charter
[email protected]
http://www.charter.com/Umatter2Charter
Chris

Wisconsin Rapids, WI

#14 Sep 5, 2011
Umatter2Charter wrote:
<quoted text>
Hello Maria,
You definitely deserve to receive fast and reliable internet service and we are sorry to read of the trouble you have been having. Please send an e-mail to [email protected] with the name, address, and phone number on the account, as well as the best number to reach you. Also, please put "CharterAbby - Topix - Maria" in the subject line so that I can keep an eye out for the e-mail. We look forward to investigating your signals and coming up with a plan for resolution.
For more information on Charter's Social Media team please see: http://www.charter.com/Umatter2Charter .
Thank you,
Abby Catron
Senior Social Media Specialist - Charter
[email protected]
http://www.charter.com/Umatter2Charter
Thanks for replying. We will be out of town for a few days, but I will contact you upon returning.
Chris

Wisconsin Rapids, WI

#15 Sep 11, 2011
Just wondering if anyone got their issues resolved, after sending their info. We came back home and guess what? We had to wait about 2 hrs to be able to check email. This is so frustrating, that we don't want to waste time.
Maria

Wisconsin Rapids, WI

#16 Sep 16, 2011
I see that while you check the problem, we need to be connected directly to the modem. We use 3 different computers at home, so disconnecting the router is going to be an inconvenience. I wonder how long normally will take to check the problem, if we would be notified when you "get to us", so we are not without router with no need. Although after all we have no reliable internet, so....

Since: Apr 09

Saint Clair, MO

#17 Sep 17, 2011
Maria wrote:
I see that while you check the problem, we need to be connected directly to the modem. We use 3 different computers at home, so disconnecting the router is going to be an inconvenience. I wonder how long normally will take to check the problem, if we would be notified when you "get to us", so we are not without router with no need. Although after all we have no reliable internet, so....
Hi Chris and Maria,

We haven't seen any emails come through our inbox matching your complaint. Have you tried to contact us yet so that we could investigate? Please send an email to [email protected] with the name, address, and phone number associated with the account. Also, please be sure to put "CharterAbby - Topix - Maria" in the subject line so that I can keep an eye out. We will be able to spot a signal issue even if you are using a router. However, if no signal issues are present we will ask you to reset the modem and then connect one computer directly to it to run some speed tests at speedtest.charter.com . This makes sure we are accurately testing Charter's network so that if there is an issue we can escalate and correct.

Thanks again,

Abby Catron
Senior Social Media Specialist - Charter
[email protected]
http://www.charter.com/Umatter2Charter
sedanos

Covina, CA

#18 Sep 21, 2011
U think 2 weeks.is awful.. TRY A YEAR ... and its worst and baddddd... off for 10 hours on n off in a 24 hr period...
Were spreading the word because ll.if.our neighbors r having same issue.. they're.all transfering to another company and will be spreadi.g.word on.all.social medias..!!

Since: Apr 09

Saint Clair, MO

#19 Sep 22, 2011
sedanos wrote:
U think 2 weeks.is awful.. TRY A YEAR ... and its worst and baddddd... off for 10 hours on n off in a 24 hr period...
Were spreading the word because ll.if.our neighbors r having same issue.. they're.all transfering to another company and will be spreadi.g.word on.all.social medias..!!
Hello Sedanos,

We understand the importance of having a reliable internet connection and are disappointed to see you having trouble. Please send an e-mail to [email protected] with the name, address, and phone number on the account, as well as the best number to reach you. Also, please put "CharterAbby - Topix - Sedanos" in the subject line so that I can keep an eye out for the e-mail. We will be more than happy to investigate signals in the area and work with you on a resolution.

Here's a link to the Charter Social Media Team webpage for your reference: http://www.charter.com/Umatter2Charter .

Looking forward to resolving your concerns,

Abby Catron
Senior Social Media Specialist - Charter
[email protected]
http://www.charter.com/Umatter2Charter
Tom

Keller, TX

#20 Jan 2, 2012
This all sounds like abroken record to me. Same advise, same service and no repair. Another tech is supposed to show up today. I bet he says the same as all before. 2 months of this and nothing but intermittent service. We'll see what happens today. Good luck everyone!

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