Charter Internet...

[wutno]

Oh man, where do I begin...

Charter has been absolutely perfect for me for the past 3 years other than a random scheduled maintenance once in a blue moon, but about 10 months ago it all changed; I started having constant packet loss, modem randomly rebooting from losing the lock on the DOCSIS channels, and weekly 6+ hour long outages. It got to the point where I was calling every single time just to get them to understand I wasn't kidding about having this issue, heck 10 regular in-home guys that came out couldn't figure it out. Finally.. I decided to complain on social media on their "official" facebook page because I work from home (as a Tier 2 Comcast rep how ironic) and was having to call out so much I was on all kinds of written warnings, after about 5 or so people liked the status I got a PM from them asking for my information, 2 days later I got a call from the "District Operations Manager" Jason. Him and I talked for a bit and finally I got him to agree to send out an actual line tech, turns out it was an issue at the the amp down the street and a little bit up the road.

I'm just so relieved that it's finally over and I don't have to worry if I'll have a job tomorrow..

[90GTVert]

I went through stuff like that a few years ago with Comcast. It affected my internet and TV. Tech after tech said it was all fine. The reps on chat generally made me do things like reset the modem or cable box over and over. Finally I got a higher level tech to come out and he found the issue (a cable from the pole to the house) and replaced it. It takes forever to get any real action with big companies if your problem is beyond resetting a box.

[FrankenMech]

Before I call I have already reset the modem etc. When the call center guy suggest clearing cookies I tell them no unless they can tell me to clear a specific cookie. When they suggest the reset crap I tell them it has already been done and I am not doing it again. When they start whining about following procedures etc I just ask for a supervisor. Be prepared to wait. They will try to get you to hang up. They sometimes tell you a supervisor is not available. Ask them if they are in charge of the call center. If not then a supervisor is there somewhere.

As far as in-home techs they are OK if the problem is with a modem, WiFi, router, wiring, or NIC. They should have the equipment to plug in at any point and test communications. I they can not find the problem on the first call a more advanced technician must be used.

I give each layer of troubleshooting one chance. At least around here there are alternative suppliers for internet etc. Calling to quit their service usually gets a problem elevated.

BTW- The feds are letting all of the competing services merge together without making them divest systems that overlap. They should use the same reasoning they used to use with radio stations and newspapers.

Utility monopolies == SNAFU...