Sent Letters (aka Charter=Suxorz!)

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Sent Letters (aka Charter=Suxorz!)

Post by Lilu on Thu Apr 09, 2009 2:13 pm

This is a bit long, and it illustrates no particular point other than the futility of trying to deal with Charter's customer service via email. In hindsight, it possibly was not the best way to proceed, and perhaps I didn't relay the right information. I was a desperate woman, I couldn't log onto my main server. But the Charter.net site was down last night, their "Live Chat" feature was down, and the telephone reps, for the longest time, didn't know what was going on and suggested that Blizzard needed to be called....even though their own stuff wasn't working. Luckily, the problem did get resolved rather late last night, but the emails I received this morning were priceless (and worthless). I love how they tell me to locate the cable...it should be small, black, and round! But it may solve the problem "in your end".


-----Original Message-----
From: Me
Sent: Apr 8, 2009
Subject: Internet


I'm having problems connecting to both World of Warcraft and the Charter.net site.

A vast number of people have been posting on the World of Warcraft forums, and (not) surprisingly, they're almost all California residents with Charter as their ISP. Weird? Maybe. Annoying? Very.

Charter Customer Service, on the phone, is clueless, and claims it's Blizzard's problem. Why, then, is the Charter.net site down? Why is the "chat" feature to talk to a rep down?

A trace provided the following information:
Tracing route to us.logon.worldofwarcraft.com [12.129.224.111]
over a maximum of 30 hops:
1 4 ms 6 ms 4 ms 192.168.1.1
2 15 ms 15 ms 28 ms 10.108.128.1
3 26 ms 13 ms 12 ms static.unknown.charter.com [96.34.100.68]
4 14 ms 14 ms 11 ms static.unknown.charter.com [96.34.100.1]
5 41 ms 20 ms 19 ms te-3-2.car1.LasVegas1.Level3.net [4.71.176.25]
6 38 ms 36 ms 38 ms ae-4-4.ebr1.LosAngeles1.Level3.net [4.69.133.110]
7 29 ms 30 ms 35 ms ae-71-71.csw2.LosAngeles1.Level3.net [4.69.137.6]
8 17 ms 27 ms 32 ms ae-2-79.edge1.LosAngeles1.Level3.net [4.68.20.71]
9 26 ms 25 ms 29 ms 192.205.33.225
10 26 ms 25 ms 31 ms cr2.la2ca.ip.att.net [12.122.129.10]
11 35 ms 25 ms 31 ms gar5.la2ca.ip.att.net [12.122.129.25]
12 24 ms 29 ms 33 ms 12.122.255.74
13 25 ms 27 ms 24 ms mdf001c7613r0004-gig-12-1.lax1.attens.net [12.129.193.246]
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
Trace complete.

Can someone who's actually a techie check this out? Thx!
------------------------------
On Apr 9, 2009, at 7:37 AM, Charter Communications wrote:

Dear Ms. Lisa Andres,

Thank you so much for contacting Charter Communications. My name is Shirley. I am sorry to hear that you are experiencing poor Internet connections in your area. I can definitely assist you on how we can provide you the right Internet connections for your money's worth.

We need to conduct speedtests, check your modem signals, and inform you is there are outages in your area.

Also, please go to this link:http://www.charter.net/video&vendid=38&vid=124240. It will guide you on how you can perform the basic troubleshooting steps to retrieve the right Internet connection and speed.

If you have additional questions, please let me know.

I would like to encourage you to please visit our website, www.charter.com for further information, and assistance regarding any of your services. There are self-help options available for you there. You may also contact as at 1-888-438-2427 or chat with us live at www.charter.com.

Thank you for your email submission to our website! Have a wonderful day!

Sincerely Yours,
Shirley C. Leyva
Internet Email Support Team
Charter Communications

If you have any additional questions regarding your Charter services, you may contact us by calling the telephone number listed on your bill or work order. You can also use our live chat feature located on our website at http://www.charter.com/ and local contact information can found at http://www.charter.com/customers/contactus.aspx

Thank You
Charter Communications
-------------------------------
-----Original Message-----
From: Me
Sent: Apr 9, 2009
Subject: Re: Internet (#6579-130589793-3702)



This was exactly the kind of vague, generic answer I was trying to avoid. If I know enough to run a tracer, believe me I'm beyond needing to watch a video about troubleshooting. And later when I called Charter again, there was a recording about your fine company working to resolve a problem with the high-speed Internet service. So, I'm guessing that resetting my modem wouldn't have done the trick.

Luckily for me, the problem seemed to be resolved sometime between 8 and 9 PST, and I'm hoping the problem doesn't return. I'd hate to have to deal with Charter Customer Service again. Sincerely, I have nothing against any of you personally, but I think the training that Charter gives you is extremely poor when it comes to technical matters. It's no wonder the company is bankrupt, and if there was any other provider for my rural area, I'd be so gone you wouldn't even see the dust trail from my passing.

Now, you have a great day there!

Most Sincerely,

Lisa Andres
----------------------------------
On Apr 9, 2009, at 11:05 AM, Charter Communications wrote:

Dear Lisa Andres,

Thank you so much for contacting Charter Communications. My name is Hyasinth. I am sorry about the inconvenience that you have experienced with your internet connection. However, I can certainly advise you to please do the basic troubleshooting steps for this to solve this in your end. First, try to check if you are using a router. Then, if you are using so, please try to bypass your router and connect your modem directly to your computer. Please do this because this would affect the modem signal. Next, do the powercycling steps.
Here are the steps in powercycling your modem:

1: Unplug the power cord on the back of the cable modem. It is usually small, black and round. All the lights on the modem will disappear when you pull it out.
2: Wait 30-60 seconds.
3: Plug in the power cord on the back of your cable modem. Wait 60 seconds before doing anything else.
4: Restart your computer.
For me to properly retrieve your user login ID and password and login to your Online Account access, I would require you to please CHAT LIVE at http://www.charter.com/Visitors/ContactUs.aspx?contactus=6 or call us at 1-888-438-2427 so we can assist you right away since the electronic system never allows us to scan your account record without your verification.

If you can still feel the inconvenience, try to delete your cookies and temporary files.
Here are the steps on how to clear cookies using Internet Explorer browser:

1. Click Tools, then Internet Options.
2. Click the Privacy tab and then click the Advanced button.
3. Place a checkmark next to Override automatic cookie handling.
4. Place a bullet next to Block under Third-party cookies.
5. Click OK twice to finish.

For further assistance and tests on your internet connection, I would require you to please CHAT LIVE at http://www.charter.com/Visitors/ContactUs.aspx?contactus=6 or call us at 1-888-438-2427 so we can assist you right away since the electronic system never allows us to scan your account record without your verification.

If you have additional questions, please let me know.

I would also like to encourage you to please visit our website, www.charter.com for further information and assistance regarding any of your services. There are self-help options available there.

Thank you for your email submission to our website! Have a wonderful day!


Sincerely,

Hyasinth
Charter High Speed Internet Support Team


If you have any additional questions regarding your Charter services, you may contact us by calling the telephone number listed on your bill or work order. You can also use our live chat feature located on our website at http://www.charter.com/ and local contact information can found at http://www.charter.com/customers/contactus.aspx

Thank You
Charter Communications
----------------------------------

-----Original Message-----
From: Me
Sent: April 9, 2009
Subject: Re: Internet (#6579-130589793-3702)


Try to check if I am using a router? That's a joke, right? Are these responses automated or something? Because from either response, I perceive absolutely no indication that my message was either read nor comprehended.

Please, no more. If I have further difficulties, I'll try my luck again with the phone reps. I'm sorry I thought I couldn't do much worse than them by emailing. Apparently, I could, as it has become so excruciatingly clear.

Are you guys even in the United States, or is this another shining example of outsourced "Customer Service"? This makes me beyond angry with Charter's service. Now forward that on to someone who can read and comprehend enough English to actually give an appropriate response.

Angry,

Lisa Andres

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Re: Sent Letters (aka Charter=Suxorz!)

Post by Margeau on Thu Apr 09, 2009 2:29 pm

LOL right on ... Hubby works on a phone service center(he doesn't answer phones) and tells me all the time that i could get a job as a lvl I tech

all i have to say is " Is the power cord plugged in?" yes it is? well then let me put you thru to a lvl II tech person

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Re: Sent Letters (aka Charter=Suxorz!)

Post by Lilu on Thu Apr 09, 2009 2:46 pm

Margeau wrote:LOL right on ... Hubby works on a phone service center(he doesn't answer phones) and tells me all the time that i could get a job as a lvl I tech

all i have to say is " Is the power cord plugged in?" yes it is? well then let me put you thru to a lvl II tech person

I mean, seriously! LOL! But Az is right, you do feel better after you speak your piece, even if the recieving parties don't read it, or in this case, don't understand it. Suspect

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Re: Sent Letters (aka Charter=Suxorz!)

Post by Adenia on Thu Apr 09, 2009 3:30 pm

Lilu, you are extremely breasty

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Re: Sent Letters (aka Charter=Suxorz!)

Post by Lilu on Thu Apr 09, 2009 4:50 pm

Adenia wrote:Lilu, you are extremely breasty

Why, thank you, Adenia. Laughing

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Re: Sent Letters (aka Charter=Suxorz!)

Post by Azadar on Thu Apr 09, 2009 5:21 pm

HAHAHAHAHAHA!!!!!!!!!! Charter = Purest form of FAIL!! I also have Charter. Funny story. When i switched over, we were supposed to get phone cable and internet. They called our old phone company and had the number disconnected, got a tech out here to do the install. Three hours later, cable works, internet works... no phone... so i get in touch with charter by driving to a friend's house to use his phone... and one of the first questions the lady asks is: "what number can we reach you at to set up the tech's visit?"

..... <~~~~~ long pause while i gathered enough breath to do the adequate amount of screaming

ARE YOU %#@*ING SERIOUS?!?!?!?!?!?!?!?! SERIOUSLY?!?!?!?!?!?!?!?! WERE YOU LISTENING AT ALL?!?!?!?!?! Anyway, 3 days later we finally got our phone installed. Turns out the first tech was trying to install a bad modem. When i suggested he try another (on the FIRST visit) he dismissively told me there was no way it was a bad modem... They replaced all the wires into the house and in the basement before one of their geniuses FINALLY decided maybe the modem was bad. Two minutes later, working phone line!!

Charter effing S-U-C-K-S. Sadly i'm in the same boat as you Lilu... No other option in the area.

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Re: Sent Letters (aka Charter=Suxorz!)

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