Charter Cable

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The installer actually did not make the appointment. While this was not ideal, Charter handled it very well. They gave us a $20 coupon for our troubles. Also, the installer called in advance and was able to accommodate our schedule the next day. Went well.

arrived Original salesperson lied about pricing and the online initial invoice was wrong. Installers early, with no notification that they were going to do so. Once the defective cable was repaired, installation went smoothly. I have had no problems since original installation, with 100% uptime.
Irt should be noted that I went to Charter this year after 19 years with Earthlink, after they had a 3 day outage. Their Technical support, Customer support, and reliability were worse than awful.

They are currently being used and I have a monthly contract through the end of November. I'm going to try to use no cable provider in the future but I have not quite gotten there yet. That is an unknown.

came on time. put the devices where I wanted them and was very polite, clean and courteous. I would have liked a little more instruction on how to use the remote controls, but he has spent a lot of time already and was ready to go.

Great... Changed our cable, phone and internet to save money!

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The installer was great and the service installation was smooth. Even the speeds are better than the U-Verse it replaced.
The big problem came about a week later when we could no longer use our email accounts we have at work. My company has a dedicate email server in Atlanta that hosts our internet sites and email. Because Charter residential service blocks all outgoing internet mail that is either not channeled through their mail servers or through large carriers like hotmail, iCloud or corporate sites like Warner Bros., our outgoing mail is completely blocked.
The problem is that if I have my office notebook at home, I can't use my own email to send mail. I have to change the outgoing server to Charter's and then I have to change it back when I get to the office. This is a huge headache for me and y wife hasn't been able to send mail for weeks unless she uses her Warner Bros. email address, something she shouldn't have to use for personal email.
Compounding this is the absolute unavailability of Charter tech support. There are no phone numbers, online chat or even email addresses for tech support on the Charter site. You have to go to other sites to find them and when you do, tech support is no help at all. They first deny they block anything (which is absolutely not true, because what was seemless with U-Verse in non-functional with Charter) and then they explain that they can only provide tech support for Charter email accounts.
The thing is that I don't need tech support for email, I handle IT for my office. What I need is for Charter to stop lying about blocking legitimate email traffic and unblock access to our firewalled, secure and heartbleed invulnerable mail server that isn't even on their network. It is hard to get them to consider unblocking access to our company's dedicated email server when I can't even get them to admit they are doing it.
I am seriously considering breaking our contract with them and switching back, which is unfortunate because the service is otherwise great.

I must say that I was pleasantly surprised. I hated dealing with cable companies for years and have avoided them whenever possible. After moving to a new home, Charter was the only provider of high speed internet that met my needs. I was forced to concede and call for service installation. First, great surprise instead of arriving a half hour after the appointment window, I get a call three hours early asking if it was ok to come by, he arrived promptly and we were set up with a working modem before our actually appointment time arrived. The only very minor negative were the instructions on setting up my airport in which he stated that I needed to unplug the cable modem when plugging in airport. This particular modem has a reset and probably a battery backup so unplugging it does not give the desired results. Luckily I am a bit of a tech geek and quickly figured this out, but someone without this inclination might find it very frustrating. Overall, impressed and suprised and happy with an incredibly fast connection. Supposed max is 30mbps I was able to clock 38.24mbps at off peak hours.

I had charter replace my internet and phone. I previously had 6mbs ADSL through my phone line. Charter's internet service is 30mbs and the phone is VOIP. The phone line is clear and the internet speeds have varied from 25-31mbs so far. My previous DSL service varied from 1.5-5mbs. Charter gives a 2 hour window for a person to come out and up to a 3 hour window for the person to complete the installation. The installer missed the arrival window, by over an hour, but, called at the end of his arrival window to let me know he was running late. Everything else went okay. Connecting to the service was a little difficult as the online documentation leaves a lot to be desired (I used a cell phone connection to look at the documentation). The problem turned out to be that the devices really need to come up in a particular order. After rebooting the modem, router, and then my PC, everything worked. Charter gets points taken off for the installer not knowing in general, how to get the computers running with the service. If he would have given me a phone number to call for assistance, that would have worked for me as well. |The 1st year price is fantastic $50/mo for both and the service works well, so far. If you are not familiar with connecting modems and routers, you might want to make sure you get a phone support number before ordering the service.

See above. Still not resolved.

They are pretty consistent but can do better with the price.