Miserable experiences for months trying to set up new service. Can't believe this cable company. Can't reach them. No phone numbers go to customer service. No numbers to press that represent what I want to do. They ask me my address on a tape and then repeat back amazing addresses that have nothing to do with my address. Had to have multiple cable cards (5) tried before we found one that worked. Found out after I signed up and tried to attach TIVO that Charter does not support TIVO so we cannot get On Demand if we use a TIVO! That is the craziest thing I have ever heard. TIVO has been around for quite a while. Charter needs to catch up! We have been trying to get service set up in a new home for a long time. One box is not working properly, one connection doesn't allow us to view On Demand because of the TIVO, we had to go to the office to get a cable card, which did not work and the people in the office seemed more concerned about laughing at a lady trying to get in the locked door than helping us. It was very uncomfortable and unprofessional. Charter needs to re-train staff. We have been sooooo disappointed with Charter. The only thing I can say in their favor is their technicians who come into the home seem qualified and are very nice. Sure wish Comcast was in Reno!! Never thought I would miss Comcast but it is all relative. read more

What a bunch of thieves! Only choice in South Lake Tahoe for my neighborhood. Internet is constantly down. I've had service people out, lines and equipment replaced, etc. NNothing has worked. They also tried to charge me for "lack of service" calls. Constantly get cut off when calling customer service, which is a waste of time, anyways. One guy actually told me they had no record of me being a customer! The FCC should put these criminals out of business. Shame on SLT for contracting with these thieves! read more

I just use my wifi for email & maybe a movie once in awhile. Service is excellent, but I can no longer afford to pay $50 for the above services. Too bad there isn't a limited plan or one for seniors on a limited income who want the connections. read more

I am updating a review to reflect my most recent problems with Charter. A salesman promoting Charter came to my door on a Saturday, August 3rd, and convinced me to switch to a Charter bundle, with phone, TV, and internet. He went to great lengths to describe how Charter has representatives in the neighborhood, and how I could call him directly with any problems. I was scheduled for installation the following Saturday, August 10th , between 1000 and 1200. The person doing the installation didn't arrive until slightly after 1200, and then said he didn't know why I would change to Charter TV as Direct TV was a better deal. I told him just to install the internet, not the phone or TV. It took him about three hours to get this done. The next weekend Charter called me back and asked me to reconsider and do a bundle. I said I would have to think about it. The sales person suggested I go ahead and book an installation two weeks out and if I decided I didn't want the TV and phone I could just call and cancel. After looking at Charter reviews, I called and said I didn't want the TV and phone, just the internet, which had already been installed. The following Thursday I came home and had no internet service. I called Charter the next day and after around 45 minutes trying to find the right person, Charter admitted they made an error and shut off my internet. I was assured it would be back on by the time I got home from work. I got home and still no internet. Saturday I called Charter back, again spending a great deal of time trying to get to the right person, and finally got to someone who tried to walk me through reconnecting. He was unable to get it working again and said would need to send a tech out. He said that possibly someone could get out there that day, but in case they couldn't, he set up a scheduled visit for some time between 1300 and 1500 on Sunday. Of course no one came on Saturday, but someone did call me and say again that I was scheduled between 1300 and 1500 on Sunday. When no one was here after 1500 on Sunday, September 1st, I called Charter again. They said they had no record of a scheduled visit at all on Sunday; I was not scheduled until September 5th. They denied any record of a visit scheduled on Sunday. I asked to speak to a manager and got the same story; no one could get here until 5 September. At that point I called AT&T and had AT&T internet service restored. However, the Charter tech had taken my AT&T cables when he left. My modem was older, and I couldn't get cables for it, so it cost me $107.73 to replace my AT&T cables and modem. When I called to cancel Charter, I was told I had to talk to "retention" or my account would not be cancelled. That took another 30 minutes to do. Additionally, when I asked the original salesman about wireless connection, he assured me that the wireless router I had would work with Charter, which of course was not the case, and the Charter wireless router was an extra charge. And of course, that person who was supposedly so readily available for any Charter problems did not answer a single one of my multiple voice mails to him, and emails to his Charter email address bounce back not deliverable. Once I got internet service back, there was an email from Charter scheduling a service appointment from 1300 to 1500 on Sunday, 1 September, which Charter repeatedly denied that I had. Additionally, they somehow got my cell phone number listed as my home number. I must have told them at least a dozen times it was wrong and gave them the correct number, but they never through everything have managed to correct it. I finally got the "outside sales representative" who was supposed to be so readily available, and he apologized and said he would pick up and return my Charter equipment so I wouldn't have to miss another day of work. He promised to email a receipt for it, which he never did. So, Charter sent me an entire list of equipment I would owe for, including TV equipment which was never installed. The "outside sales representative" would not give me a receipt for the equipment he picked up, although he assured me it had been turned in. Charter began threatening to turn me over to a collection agency, and constantly calling me. After numerous calls, they finally said they would start an equipment search to try to find the equipment. I have called them back repeatedly about the equipment search and each time they seem to have forgotten all about it and say they haven't turned me over to a collection agency yet. Finally, I paid Charter $75.01 for service I had less than three weeks, and $104.70 for equipment I don't have. Adding the $107.73 I spent to replace my ATT&T equipment because the Charter tech took my cables, I have spent $287.44 to have Charter internet services for less than three weeks. I have also lost an incredible amount of time. read more

I dropped these guys about a year ago. I had them for 3 years. I liked them at first because it came in crystal clear and they had the "on demand" feature that let me watch free movies whenever I wanted. It was nice. Then the first year they raised their prices. I thought OK, its cool, I still like my channels. Then They took some of my fav channels away and I had to call and ask what happened. Then they said that it was added on to this other package, so I order the other package and paid a little more. The 2nd year the prices went up again, we also moved and they charged me a fee to move. After I moved my on demand channels began to not work for me, the screen would freeze and or just turn black. They would try and walk me through some steps but never worked. They offered to come and give me another box but someone would have to hook it up and said it would cost me about 80 bucks. I said no thanks. Stuck it out for another month cause we were moving. I told them we were moving outta state cause I didn't wanna hear their sales pitch...lol I have been happier wit no cable and just the Internet as my TV! read more

Poor customer service and poor quality product!!! Internet constantly loses connection. It will show a full bar but still cannot connect to the net. Tech has been out 3x and they found a "AHA" issue but the same problem persist!!! Go with a different internet provider and stay away from Charter!!!! read more

Always save your receipts with Charter, and check your bill regularly for errors. My hatred of Charter goes back quite a ways, and I thought I'd unload here, because I'm still pissed about my $342 + $33 I paid their extortionist collection agency, Afni. So in 1998 I signed up for AT&T's brand-new digital cable service while living at Woodside Village. I liked it okay but moved 4 months later and couldn't get digital cable where I moved, Oasis Bluffs (now called Montibello) in NW Reno. I cancelled my service and switched to DirecTV, returning my receiver to the AT&T office personally. Unfortunately I didn't save or lost the receipt. In 2000 AT&T Cable in Reno becomes Charter Communications. Around 2003, I move to Mountain Shadow (now The Village at Iron Blossom) and resubscribe with Charter. I still have DirecTV, but use Charter for Internet. So far so good, all seems well, my bill's paid up, and no problems several months in. Then I get the call from Afni collection agency. Afni says I owe $684.86 to Charter for services rendered in 1998 by AT&T. What were the charges for, I ask? I closed that account with a $0 balance, and I'm paid up currently, I exclaim. They're not sure but suspect an unreturned receiver. I tell them I closed the account and returned the receiver personally to the AT&T counter, but they say their records show a debt owed, and if I can't produce a receipt, they'll dirty my credit report. Then they insist that there were no less than 3 "final bills" sent to me back in '98 showing the debt. I insist that I never saw any of these bills, and I always have a mail forwarding when I move. With them unwilling to budge I tear up my house and files looking for the receipt never finding it. So finally the jerk collection agent insists that they'll settle the account for 50%, and stupidly, I begrudgingly agree to their blackmail terms and pay the $342.43. Now I'm fiercly angry and cancel my current Internet service with Charter this time keeping the receipt for the returned cable modem. Upon return, I have the cashier check my balance that shows $0. But the receipt I get only shows the returned cable modem, not the $0 balance. Guess what comes next? A bill from Charter for $33 which I ignore. Then Afni comes after me for $33 promptly submiting the $33 collection to all 3 credit agencies. So, I learned a lot in the process about collections bordering extortion and blackmail, Charter's business practices, and saving my receipts and records for at least 7 years. I should have been willing to fight harder, but it's too late now. read more

I can't believe charter got one and a half stars. I am only giving them one star because you are required to give at least one star minimum. They are horrible. Initially their salesman was amazing. He went to bat for us after we explained all the problems we had with charter the first time. He said they upgraded the system in the area, and asked for a second chance. During the install process we had many issues and the salesman went to bat for us. He spoke with customer service to get us a refund for the first two months that we did not have service and we were being charged. After that they would not even listen to their own salesman. They charged us full price when we had no service, and still can't get our money back. No one will speak with us anymore. The salesman gave us the head guy in the area's number, and he will not call us back. Criminals. And now we have their service and it does not work just like before. The worst part is changing providers again. read more

Charter is horrible! For 10 years we paid to have our number unlisted. Two yrs ago we realized its been listed we called & they said they no longer charge for unlisted #'s and they'll reinstate unlisted again. Now we are continually getting 'survey' calls etc 3-4 times a day. Guess what Charter 'listed' our number again! Now if once again requested it to be unlisted, but it's too late the damage has been done. They are uncaring and overpriced idiots!!! read more

WE GOT DUMPED! After decades of cable service, we were told that our drop line had been cut and a survey team would be sent to investigate. The team said that we were now out of their service area - goodbye! Charter have never denied cutting the cable themselves, and refused to return our telephone calls. We now use Verison 4GLTE (unlimited data plan with a WiFi hotspot) plus an Amazon firestick, and get much better service than we ever had with Charter. This way, we pay nothing extra for Internet (which just comes straight from the hotspot) plus we can get blazingly fast Internet just by turning off the TV if we need to. We no longer suffer from the ridiculous "bundling" - we just pay for the channels we watch, and can also rent shows on a pay-per-view basis. No more paying for a hundred channels that we NEVER watch just so we get one channel that we ALWAYS watch. The bottom line is that is much cheaper and also better this way. Rather than paying for an expensive cable to pipe in 1,000 channels of which we can only watch one at a time, we only pay for the data that we actually use - the channel we are watching at the moment. The channel selection is done where it should be - at the server, not in our home. For this reason cable TV is a dying industry, and Charter are doing everything they can to dump as many customers as possible to prolong the death throes of their erstwhile industry. Good luck with that! They even left us with their valuable 5 way active splitter - we will return it if they ever return our phone call, but they seem to be too embarrassed to contact us. Take the initiative, be proactive, and DUMP CHARTER BEFORE CHARTER DUMPS YOU! read more

This company is the biggest ripoff in the world. Now their new so-called service makes you pay for a box for each TV and you cannot use your own DVD/R. I would like to put it you know where. I am cancelling them immediately, even if I am without TV service. There ought to be a law. read more

Cannot stress how frustrated it is to try to get decent internet service with Charter. We pay for the fastest speed and, most of the time, the speed is slower than their lowest subscription which is half the cost. Dealing with their customer service is useless. We are trying hard to find a replacement. Do yourself a favor, if you can, and don't get involved with Charter...EVER...FOR ANYTHING!!! read more

I called Charter Business in march of 2011 to inquire about service. I spoke to a sales rep named mike about getting internet TV and phone. He told me that they require a two year contract. As i move quite a bit i told him i could not guarantee i would be there for more then a few months. He went on to assure me that if i moved to a non charter serviceable area they would cancel my service with no fees or penalties. At the end of june i needed to move again and called to cancel the service and i was told i would have to pay over $1,000 to cancel the service. I explained that the sales rep who sold me the service said i would not incur a fee for termination if i moved out of their area. He then started to become extremely rude saying i had signed a contract (which i still can not find a place where it says about moving or termination fees. I asked to speak with his supervisor and he said NO after about 40min trying to get him to transfer the call to his supervisor i decided to file a BBB complaint as well as a complaint with the FCC and FTC. The next day i got an email from Frankie Grier an escalation lead who said he would love to resolve my complaint. I explained the situations to him in an email, and all he ever replays is this: Good Morning. I will be glad to assist you with your Better Business Bureau complaint. Please feel free to contact me at the number listed below. Have a great day. I had to call over 100 times to actually get him on the phone and he was extremely rude and unhelpful. I asked to speak with his superior and he fought me for quite a while, I finally got the phone number for Michael Henry. Who i still have not heard back from. CHARTER SERVICE IS HORRIBLE AND BILLING IS EVEN WORSE DO NOT USE THEIR SERVICE CHOOSE ANOTHER COMPANY. read more

The worst customer service and shady business I've ever dealt with. Beware of Hidden fees on paperless billing. Service fees online are not located on your actual bill. Bundles are a rip off and bills flex in rates. I have basic phone, internet and cable. My bill this month $211.00.. Ha, went with Direct TV and ATT internet and phone. More channels, better service and pay 1/3 of what I was paying with charter. read more

I switched from Uverse to Charter approx 5 weeks ago. With Uverse, I had to buy the expensive package in order to watch baseball games and the Superbowl. CHARTER -- PROS: good cable TV, except for at times the channel is slow coming up w/annoying Charter TV commercials upon turning on the TV. CONS: I'm paying $29.99 for a home phone I didn't ask for, I don't want/need. I was told that it can't come off. At the time of installation, I was told that I will get a phone wanted or not, but "there is no cost. It's part of the bundle." INTERNET: yes, it's faster than other companies and goes out weekly. The automated voice states that there is an outage in my area. After a few hours, it's still not up and I have to call & speak to a human, disconnect the routers and wait. Finally, it comes back up. Today I wasted 3 hrs when I was hoping to get homework done (I'm a college student w/online courses) before I went to work. read more

What a p.o.s. Sorry to break it to you, but the Charter service is bad, their customer service is horrendous, and the cost is ridiculously expensive. I have a basic cable and internet service in a ski condo in Truckee. I'm in the condo a lot in the winter, but only part time. In the three years I've had the service , the TV service has worked about 50% of the time I've wanted to use it. I have to wonder if it's just simply switched off when no one is there? In my attempts to get service, I found no online help -- no forums or q and a online -- and their phone system when trying to connect with their call center is absolutely horrible...so...many...touchtone....menus....ahhhh! To make matters worse, when trying to schedule on-site service, the options have been so limited it's taken weeks to get a service rep out to my place at a time when I'm actually there. I thought there might be at least one positive value: maybe I can use the Charter app on my iPhone or iPad to stream tv...but alas, I need to be on the actual Charter wifi to use it so when service is down or I'm not in the condo, I'm out of luck. So then maybe I thought that since sometimes network apps, like the Fox Sports app or HBO app or ESPN app for iOS, allow you to log in using your cable account info and stream their programs, maybe I can watch via those apps. But mostly out of luck...there is no relationship between Charter and most of these network providers so although they have dozens of cable providers they allow for log ins, Charter is not on their lists. What a horrific violation of free market economics and rampant abuse of customers. Just goes to show that if you do allow monopolies, you in fact end up with overpriced services, poor quality and no hope or incentives for improvement in sight. read more

I think they are going out of business in Incline Village. They closed the store so their so-so service now is worse

Worst customer service ever! Set up appointment for a Saturday between 1:00 and 3:00 pm. They did not show up till 8:30 pm and left at 10:30 pm not completing basic set up for cable and Internet. Customer Service Reps had poor attitudes when we called for updates on an arrival... They did not call us. obvious they are a monopoly, if they had competition in this market they would be out of business in 6 months!!!! read more

I switched from AT&T, and at first I was quite pleased. This is the perfect service for my small home in South Lake Tahoe. I'm not there much so I use Internet TV via Netflix and other sources for my TV needs. I use Ooma (internet phone) for phone. Charter called me constantly to try to sign me up for TV service. I kept politely declining, but they persisted to the point that I blocked their number. They started calling on another number with aggressive sales pitch. I again declined and 30 minutes later my internet service stopped working. It's been down for two days, and still haven't been able to get it going again. According to them "all signal levels are fine". read more

Charter Communications is one of the poorest run companies in Reno - their internet service (at least at my house) cuts in an out and their customer service can be horrible. I've called them many times for help and still have the same problems. My advice to Charter: please stop spending all your money on commericals and start investing in better service!! The only reason people use Charter in Reno now is they don't have better options. Improve your service or eventually you'll lose your customers. read more

Too bad 0 stars isn't an option. I literally spend at least 30 minutes a week on the phone with Charter tech support because my WiFi can never seem to work for more than 4 days in a row without the assistance of a charter technician. If you're considering buying Internet service, dial up or anything else would be more reliable. Don't waste your time with this garbage. I find I'm forced to use the WiFi Hotspot function on my phone constantly because charters service is so horrible. read more

One star too many. I just wanted to know what there services would cost me, I got all sorts of self promotion responses saying they have the best deals in the market and how wonderful they are. Yet through all of that the only thing I never got an answer on was how much it was going to cost. They did repeatedly ask me to make an appointment to get connected. They wont show you on the internet what services they actually provide, they wont say how much anything actually costs up front. They have way too many add ons that shouldn't really be add ons these days. Basically the only true way I will show what I think is - I will not use their services unless they start being up front about what services they provide and what they want to charge for those services. read more

Ok. I figured out the system. Go to their office on Prototype Drive and talk to a real person. They are the ones who can get you the decent rates and be helpful. Better. read more

To anyone and everyone who is in the Charter service territory if you have a choice pick any other option than Charter - they have the worst customer service I've ever experienced. I had a service appointment today but after waiting 4 hours I called Charter and was told they cancelled the appointment and never let me know. Now they say they can't come back for eight days and for all this great service they are charging me for the install - I should send them a bill for my lost half a day. When I talked to customer service they said they were just a call center and it wasn't their fault. read more

Where do I start... I have been a Charter customer for about 5 years now, I started off with internet and cable. For internet I have always the modem and router set up, I ended up canceling my Cable after buying a PPV boxing fight in which around 40 people left my home disappointed because the fight went out due to the cable provider having issues. Now these last 2 years I have been calling complaining about my Internet signal being very very poor every other day. I have called complaining about my signal at least 20 times now. They advertise speed up to 60mb's yet I always have around 5mb's and other days no connection at all. I have been charged for going over my cellphone data due to my internet at home not working. They have sent out technicians about 3 times and every time they leave supposedly fixing the problem and blaming the issue on the previous guy. Today I called once again because the internet wasn't working...After 5 years they realize I have not had the Wifi service activated.....AFTER 5 YEARS....they never noticed all the other 20 times I have called to complain... I was so mad, I told them to cancel it and they said "oh we really don't want to lose your service blah blah blah let me transfer you here.." They transfer me to supervisor who was completely unprofessional saying if I want to keep the service they will charge me more....I responded with one simple question..."why have I been paying for internet service for years and have a Modem with a wireless router yet you guys aren't giving me any wifi" they said, "we are very sorry sir we never noticed." What kind of provider are these people??? This company is sorry and Reno needs to get better internet providers, maybe once there is competition, maybe then will they actually value their Customers... read more

A 20% plus rate hike on my basic television plan during a recession when inflation is less than 2%. Classy. The poorest customer service and their web site is like pulling teeth. Have you ever tried to find the actual rates they charge on a non-short term special. I feel insulted every time I deal with them. A government supported monopoly never is a good idea. Gonna really miss those shopping channels. read more

Use Charter only if you demand HORRIFIC customer service and incompetence of the highest caliber. Charter has silently screwed up my business call-forwarding service numerous times (even forwarding to the WRONG number despite explicit clarification), costing me a ridiculous amount of aggravation, embarrassment, and potential lost sales. They also like to leave terminated services active, costing you money until the jerks finally fix it after numerous phone calls. AVOID THESE CLOWNS for anything relating to your business!!! read more

Well, the internet service is all we had. That's enough to rate this company. 4 years of horrible service. We used charter for Netflix, Hulu, etc. Pixilated granulated video streaming. I couldn't even watch The Walking Dead in all its glory. My son couldn't even watch his Rescue Bots. You call for assistance and the hold time isn't bad, because the tech is going to have you on the phone for and hour doing series of test runs . I dont want to do all of that. I don't even know all of the names and wires they are taking about. If I purchase something, it's supposed to work the way it's intended to. I shouldn't have to fix your product. I paid whether the picture was clear or not. If a tech comes, they charge you if it's something basic wrong. (I guess they means if you don't know about electronics that you are sol.) But it's cheap. NOT inexpensive. CHEAP. That's why att customers are more satisfied. More buck and better service. read more

Absolute worst company. They charge $58 for their cheapest internet. They only get away with this because they are pretty much a monopoly. AT&T is a joke because they only have DSL, so I don't even count them as competition. There will come a day when better competition comes to town (Google, I'm looking at you!) and Charter is s-c-r-e-w-e-d! Enjoy gouging us while you can. read more

This is the absolute worst cable company you can be stuck with having to be your provider. If there was something less than no stars, then that is Charter. I made a reservation to have service work corrected that they screwed up one week in advance. I then drove 200 miles to be there for their appointment window and they never showed up. They called twice and kept delaying. They caused the problem by giving me an outdated cable box. Can you believe that they claim to provide digital service and they give a person a box without an HDMI connection??? To top it off they hooked my television up to the coaxial cable that doesn't carry a digital signal. The technicians can't ever get anything right. It always takes more than one service call. Their customer service is bloated with commercials trying to sell more garbage. The picture is blurry and the technicians are rude and surly. There internet service is slow and intermittent.. When you complain they say that its because the modem\wifi that they give you needs to be replaced. Then they want to charge you a service call to drive out and fix it. To top it off after never getting a service call, I walk out my door the next morning to find a Charter truck and a technician playing with a toy car in the dirt. Of course, he wasn't there to provide service. He was just hiding out. read more

If I could give charter a negative star I would. I am so pissed off after being told "it's the fastest internet around" yet while on FaceTime it cuts out all the time, download speeds are stupid slow, signal strength is not that strong. The cable channels we get are fine but when watching a recording on the DVR it will skip or lag or glitch in the middle of each episode or recording we have and I'm not talking about being every once in a while. I'm talking about every damn episode. Every damn recording. Not to mention while on "on demand" under free movies, it will say "needs to reboot" all the damn time. IM SICK OF IT!!! Absolutely tired of this crap. Will not be giving any stars for this. Not to mention when we first started up, the "installation specialist" placed the wire across the bottom of the slider door on top of the damn carpet. Did NOT secure it down, my 1.5 year old daughter tripped and fell over it forcing me to re arrange our living room because of this. Disappointed thoroughly. read more

It's amazing to me this company is still in business. This is prime example of regulation and market protections keeping a completely incompetent service provider in business. Slow to hook up, spotty connection and the cancellation procedures from a process perspective were beyond ridiculous. Making it worse is the quality of the call center employee's. This arduous process is apparently managed by people who don't understand the words they are reading off the screen. We had to go through three, two of whom could not even comprehend the issue (which one would think cancellation would fairly routine). Even if you are successful in helping them understand and explain the roadblocks of their process, they are absolutely powerless to do anything but ask the question on their screen in the order provided. Go with Satellite or wireless. I'd go with a tin can and string before I'd give this company another dime for communications. read more

If you have any other options stay away from this company. Their customer service is terrible. They sign you up in a contract and then when it is not working properly they take their time fixing it if they fix it at all. read more

I UPS mailed my rented equipment as they ask and they claimed to never recieved it. As if im a liar. They demanded money from me. Sorry not gonna pay you for your error Charter. They reported on my credit report too. I will never again trust Charter. Terrible! Ask UPS, they get numerous complaints about these companies claiming to not recieve. They know they can get away with it just like they did to me. Im an honest single mother and this company has negatively affected my financial record and ive been a customer for many many years, ive given this company so much money. Youve been warned. read more

I just ordered the Pay-Per-View UFC fight waiting for it to come on at 7 p.m. switch to channel 950 nothing there call back waited for 45 minutes for somebody to answer the phone and then to tell me that the new upgraded cable box that I have cannot play the UFC fights what a piece of s*** Charter is read more

No Internet, no phone--all I want from Charter is a TV signal, because they're the only choice for that here. We get the other stuff from other providers because we've learned our lesson about Charter service. To be fair, the TV reception is usually OK. Outages aren't as frequent as they used to be, and the picture quality is acceptable. If something goes wrong, though, God help you. The website never has solved or even recognized any of my problems in a dozen years, even something as simple as paying a bill. When I've finally reached a human, usually after 15-20 minutes, they're clearly running down a script that duplicates what the automated trouble-shooter has already done, repeating questions I've answered ("Is the box plugged in?"). On two occasions, the person allegedly helping me has been downright rude, refusing to listen to details of my problem or to let me speak with a supervisor. I'd pay half again as much, even though my service is overpriced, never to deal with Charter again read more

Had to return a defective receiver for my mother-in law to local office in Reno on Prototype Way. As it is Black Friday, I didn't want to drive clear out there to find office was closed so I tried calling local # listed on Charter site, rings once & then straight to busy signal. So as much as I hated to, I called the Charter 'non-customer service #' giving the person who answered the street address, city, state & zip code of the office I needed to know about. First words out of her mouth were"can I get the acct # & phone # of the acct holder you're calling for?" Why would you need that information to look up if an office is open or closed I asked but was told that in order to get into that part of the system she'd need a valid acct (OK,is everybody yelling w/me "Oh, B.S.?) but I gave her the phone # & after locating the acct she proceeds to ask if I want to make a pymt on the acct, upgrade the equip or upgrade to the most expensive plan they offer. No, I'm not kidding so I asked for a supervisor & then for another supervisor as the first supervisor tried to up sell the acct as well. Finally I got someone to listen to what I needed (although by this time & 25 minutes of my life that I'll never get back, I was having a difficult time remembering why it was I called in the first place!) You'll be glad to know the office in Reno is open on Black Friday until 6 p.m. although they are also hard of hearing there because not one but 2 people tried to give me a new receiver to replace the defective one when I clearly stated I just wanted to turn in, not exchange. If Charter wonders why so many people are leaving their company & going elsewhere for tv/internet/phone service I'd be glad to tell them but chances are they wouldn't listen!! read more

I disconnected service and gave the box to the cable guy that came to the house. I then received a phone message saying I still had the box. When I call the number they gave to have the matter corrected, I was put on hold for over an hour before I hung up. There is a reason they are rated as having the worst customer service, read more

Internet went down they answered their phone on a Sunday and reimbursed me for the time I did not have internet service.

If Charter could provide better consistency in their broadband service, I would be a much more satisfied customer. I have to reboot the internet gateway once to twice per week and the speeds degrade afterwards. I wish they would spend more of their revenues on building a better internet service; one that consistently delivers their advertised broadband speeds. Then I would rate this service higher. Until then, there are no other service providers that come close to broadband speeds that Charter does deliver sometimes. I would be a die-hard customer if they would devote more resources to delivering a constant broadband experience. read more