CHARTER WON'T BURY MY EXPOSED LINE.

What I still see each day. Uncovered and wires exposed for anyone to unhook or mow over.

This is the line that has been running across these people driveway since October. And it runs across their yard.
 

 What are they doing with it when they mow and rake?

 In the street as well. Connecting one port to another.
 And it runs across a second driveway on same block.

This the other port the cable is connected to. Not buried and exposed.

This is how they fixed the problem. Someone mowed over it which resulted in me being out of service for weeks.


They kept canceling my appoints because there was "an outage in my area". Duh. This is why there was an outage.
Last time I called, they told me that it can take up to a month to get it buried. I told her it's been since June. Uh, Oh, Uh....whatch got now Charter?

October 20, 2014- Up and Running

Finally fixed. Just in time for my 2 months of Hallmark Channel Christmas movie marathons.

Line still not buried.

November 8, 2014- Line still not buried

As of today the line is not buried.
It is spliced where someone damaged it and completely split it in half.

October 18, 2014

2:00pm

48 hours later (remember he promised me within 24-48 hours someone would be out to fix it.

I haven't seen nor heard from anyone at Charter

I tweeted and retweeted a bunch of statements

RT'd a bunch having similar problems

Called

Spoke with Candace

no action

she read back to me what the guy found on 10/16/14

"he determined the line is damaged"

I reminded her he told me within 48 hours someone would be here to fix it

I told her I had called within an hour or so after he left to confirm this but a ticket hadn't been turned in yet. 

She said "it says there is no feed into the line"

So, she will ESCALATE the situation (once again). 

She will not let that same guy come to the house because I told her he's done absolutely nothing the two times he's been here. He never comes to check anything other that the outside. Both times he's been the one to find out there is actually something wrong but he doesn't follow up. This time he never even turned in a ticket stating that it needed to be fixed. So how are they supposed to know it needs to be fixed if he doesn't tell them. How long was he going to wait before he turns in a ticket. 

I walked up the street and saw that at the top of the hill the line is severed. Someone had to have run over it with a lawn mower or car. It crosses over 2 yards and one driveway exposed. It's been like that for a very long time. I just didn't know it was my line.

So, if I hadn't call no one would know it's not fixed. He never sent in a work order so she says she would assume it was fixed and he's the one who fixed it and my services are up and running.

Dispatch called at 8:48 pm - WOW
Asked if I would be available from 1-3 pm tomorrow. Indeed.

October 16, 2014

1-3 pm appointment

came at 2pm

was outside for quite some time

came back to say, "definitely an outside problem"

same guy with shaved eyebrows that came when it was out the first time this summer

He stepped inside this time but never looked at the tv or modem

Said someone "up the street" must have ran over the line or may have mowed over it."

He verbally promised that 24-48 hours someone should be out to fix it. 

I called Charter within an hour or so to confirm that this information was shared with Charter or Dispatch unit. 

Of course, she said she didn't see anything yet but to give them some time to get it in the system.

October 15, 2014

Left work at 2:30p today
I called back at 5pm
no one showed up for 3-5 pm appointment
Received no call to inform me that there is yet another OUTAGE in my area so all the technicians were called in.

When I called again, she says there is an outage and they will schedule me for tomorrow. I said get me your supervisor. I was on hold for 20 minutes.

I asked her if she was a
"a supervisor who cares about her customers"
"can make decisions"
"do you have my information in front of you "
I'll give you 2 minutes to look over my file and tell me what you would do"

Kanopy - supervisor on the floor in St. Louis

THUS FAR I HAVE
Endured 2 complete outages
Taken 6 - 1/2 days off
Waited for 4 no shows with no call or indication they were not coming for whatever reason
Waited over 2 months for line to be buried
Escalated twice


I asked Kanopy why they don't call when there is an outage and canceling the appointment. They are able to call me to let me know the outage is resolved.

She says they have suggested that to management
Kanopy said she would call me back within the next 30 minute
I was off phone with her by 5:45 pm.
She said the dispatch should call within the next 15 minutes

Yeah, Kanopy never called back. Dispatch did call though. Appointment set for 1-3p tomorrow (October 16)

October 10, 2014- Escalation

Dispatch was supposed to call at 9am

Surprise, surprise... No call!

I called at 9:30am

Got Sherri in New England office

no indication that the guy last nite put a ticket in ..."scratch that"

8:43pm 2 tickets are open

then 1 closed and 1 open

tickets will be responded to within 1 hour

She is forwarding to an ESCALATION TEAM

They will follow-up within an hour

"I'm concerned too", she says. "I wouldn't want to be without my cable that long"

She was very good at her job

BUT she said she would call me back and keep an eye on my account-he never did

We hung up.

They called back and an appointment was made for 1-3 pm.

No one showed up, still no service and I have taken nearly a day off of work not only waiting on these people but sitting on the phone every time trying to get someone to complete this process instead of starting over overtime I call.

October 9, 2014

Got call stating that the outage in my are was fixed-what outage?
Shakira-
I called at 8:45 am
They cancelled my 10a-12p appointment Friday because they saw my appointment for October 8 and assumed that everything was taken care of. They should know that the appointment was cancelled because of an outage.
We all know there was no outage.
Shakira couldn't find anything about an outage

Arranged for Dispatch to call me at 9:00 am tomorrow morning because they can't come to day because??? Is there an outage or not.

October 8, 2014

I got three missed calls from Charter but they didn't leave a call back number or a message.

Valerie
Couldn't schedule a trouble call because there is ...you guessed it "an outage in the area"

When I called, back the girl couldn't see where there was an outage in my area.

October 3, 2014

12:00 pm  Called to get Technician out again.

Instead after speaking to someone who wanted to take me through all the unplugging, recycling, and setup again I just asked to talk with a supervisor.

I told them I just want to cancel my service.

After speaking with Samantha and calming down she promised to put me on a "Retention VIP ticket" to give me "time to think about t it". 

She tried to call dispatch to get someone out but they were closed for the day. She put "a ticket" in and said that Dispatch would call at 9:00 am tomorrow when they open. 

October 1, 2014 Cable/Internet is out again

October 1 my cable and internet service are out once again. I'm talking black screen and no internet at all.
Here we go again.
I'll wait 2 days and see if it's "an outage in my area"

September 25, 2014

Caspar never called me back but they came and buried the line today.

September 18, 2014

Called Gaspar Gomez and left message for third time.

September 11, 2014

Called Gaspar Gomez again about my letter to the Better Business Bureau and left message.

I also let him know that my line is still not buried.

August 19, 2014

I received a letter from Gaspar Gomez on July 31 about my submission to the Better Business Bureau on June 30, 2014.
I left him a message to return my call

Also my bill shows charges for
$59.99
$49.99
$35.98- one time charge. Not sure what this is. I was told the one time charge was $29.99 but on 7/31/14 the Tech said he would make sure I was not charged for it.

August 1, 2014

Called and spoke to Crystal. I got my bill and it says I owe $127.11.

I was quoted $107.98
After much conversation and arguing back and forth she was getting a little nervous with me. At one point she did some more math and came up with $117.29 as a quote. She wasn't trying to give me a discount, she just couldn't get the numbers right. So I asked to talk to a manager.
The manager went through my bill step by step regarding the prorated amount and the upgrade. I got all that but I'm concerned about all the different numbers I have been quoted.
$107.98
$109.98
$117.29
$127.11

Now is when I really start to get angry. When they don't honor their quotes.

July 31, 2014

Went on vacation for 2 weeks and still nothing has changed.
I still don't have good cable service and still no internet

Upgraded my services at 10:13 am

Line is still not buried.

Appointment made for THIS afternoon (miraculously) from 3-5 pm

Agreed to the Expanded BASIC service
Said there is a one time $29.95 fee to hook up

The she quoted me $107.98. She said that my bill would be $107.98. If that wasn't including taxes, she should have disclosed that.

I called back at 10:24 am
Spoke to Nina
I told her the line was still not buried
She said "if not today then tomorrow"
She also said that "in the next 24 hours it will be addressed".
She never said anything about how long it usually takes.

10:27 am I called back
Spoke to Fernando
He transferred me
I asked if they really needed to come out today because everything is already set up by Matt (boxes)
He transferred me to Tammy
she was helpful but said they still need to come out and "untrap" the box (unquote)

Internet still not on

12:04pm I called back
Larry said that there was a "service interruption affecting "email service".
What the heck does that have to do with my internet being down since June 4. They can't send someone out when service is down because there is no way to check on the service. I get that but it seriously has nothing to do with why I haven't had it the 2 months prior.
Larry can't figure it out so he's (oh gee) sending another technician out to the house. He recycled it, reset it but "can't attach to the equipment".
I told him someone is coming this afternoon between 3-5pm. Larry says that the same person can't do the internet check as the person who hooks up the boxes. Really?

Internet appoint is for August 2 from 10a-12p (Saturday)

Television appointment is today from 3-5pm
I called at 5:20pm because Tech is obviously late. She said to give him 30 minutes. He finally did come. I didn't see the time.
He came with tow boxes to install-I already have boxes from July 1.
Again a miscommunication. He said he drove all this way out here for nothing. All he has to do is "close out the ticket" and he can do that over the phone. He didn't check the TV or anything. I think it's working fine. This is after the girl told me someone had to come to the house and "unwrap" the box. Blah Blah Blah. Another wasted day away from work.
The guy left and said if it doesn't come on to call him. He gave me his cell phone number. He came on about 30 minutes later. I called him and let him know and thanked him for making it simple and sorry he had to drive all that way out here for nothing.

What a day.

July 10, 2014

"service interruption" !
Seriously.
I still don't have internet.

July 1, 2014

Picked up digital boxes at Charter on Columbiana.
Charter has been advertising that they are going all digital so I got on it right away. I have been connected directly to the television for all these years.

June 29, 2014

Matt shows up at 3:50pm
looked at wall by router and called "them" idiots.
If the guy that fixed the TV cable had just come inside to check he could have seen this.
"The first guy should have seen how many splitters were put on".

So all he did was fix that up and it came on. He was out of there at 4:30pm
He said he "dropped a new line"

He talked a lot... "Their company contracts with Charter. Said "they don't communicate well". He and another guy at 2 separate times went to change an AT&T customer over to Charter and Charter hadn't done the proper paperwork, not just once but 2x. So they had to "put it all back" both times.

He told me the line should be buried "in next couple of days"

Internet connection is still not working.
Because we have no wireless, my son is having to use his data plan and going over on our plan coverage.

June 28, 2014

10a-12p appointment Saturday and no one shows up. 

I called and they said the appointment was for Sunday from 1-3p. There is no possible way I got that confused. I think Josh was just messing with me because I went off on him. 

When they called to confirm the appoint for Sunday, the woman said the appoint was being confirmed  for Sunday from 3-5 pm. Ridiculous. What are they doing?

June 27, 2014

Called to make yet another appointment. I went off on a guy named Josh. Reminded him that I have been without cable now for 22 days and no one seems to be able to help me.
He made me an appointment for 6/28/14 (Saturday).

June 26, 2014

10a-12p appointment
Didn't show up till 12:20pm
Never came inside again
Did something outside but the cable is still more fuzzy
Internet still doesn't work

Took 2nd half day off of work.

June 23, 2014

10a-12p appoint is set
Tech arrived at 10:50 am.
Shorter black gentleman with shaved eyebrows

He looks around outside and then comes to the door.
He never comes inside the door to look even look at connections
Says "it's the whole block but I'm the only one this box"

So, I have to call and make another appointment because he apparently isn't going to fix it.

June 12, 2014

Called and gentleman tried to walk me through the set-up steps on the modem to reconnect internet.
Didn't work on internet or TV
Said he needed to make an appoint for someone to come look at it.

He has a reading but nothing coming into the house

June 23 (9 days) till next appt is available that I can get home from UAB.

June 4, 2014

Cable is out. I used it this morning to pay a bill, came home and internet and television are not working.
I waited for several days but no one called or came out to fix it. It usually comes back on within a few hours. We weren't really watching much TV so there were a couple days we didn't even turn it on.

I called to report an outage and they said someone would be out today or tomorrow.