Charter Cable Broadband Support Problems

Charter Cable Broadband Support Problems
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Subject Author Date
Charter Cable Broadband Support Problems silverfishbookstore 08-31-2005
Posted by on August 31, 2005, 6:46 am
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In my experience, Charter Communications has the worst broadband, cable
internet service of any company I've ever dealt with. Their tech
support has been lousy. I just moved into a new apartment and the only
cable broadband available in the area was from Charter. From day one
the service has been terrible. My supposedly "always on, always
connected" Motorola SURFboard SB5120 cable modem has to be reset 50
times a day because the cable signal is too weak to keep a connection.
I've even had a Charter technician sent to my home to try and fix the
problem to no avail. He simply replaced the cable running into my house
and tweaked something on the line outside. Before he left, the
technician assured me that he would call me the following Monday to
check and see if what he did helped fix the problem. And, of course, he
never called and the problem is still going.

So, in frustration I've had to call Charter back several more times.
This last time, the support person told me that my cable modem was
probably going bad and that I would have to purchase a new one. I told
him that this was ridiculous because I just paid $75 for the one I have
and it's only 6 weeks old. What a rip-off! Charter expects me to buy
another expensive modem within 6 weeks of service. I think I'm going
to try DSL and give up on Charter Communications once and for all.
I'm very disappointed in their service.



Posted by $Bill on August 31, 2005, 6:50 am


silverfishbookstore@hotmail.com wrote:

> In my experience, Charter Communications has the worst broadband, cable
> internet service of any company I've ever dealt with. Their tech
> support has been lousy. I just moved into a new apartment and the only
> cable broadband available in the area was from Charter. From day one
> the service has been terrible. My supposedly "always on, always
> connected" Motorola SURFboard SB5120 cable modem has to be reset 50
> times a day because the cable signal is too weak to keep a connection.
> I've even had a Charter technician sent to my home to try and fix the
> problem to no avail. He simply replaced the cable running into my house
> and tweaked something on the line outside. Before he left, the
> technician assured me that he would call me the following Monday to
> check and see if what he did helped fix the problem. And, of course, he
> never called and the problem is still going.
>
> So, in frustration I've had to call Charter back several more times.
> This last time, the support person told me that my cable modem was
> probably going bad and that I would have to purchase a new one. I told
> him that this was ridiculous because I just paid $75 for the one I have
> and it's only 6 weeks old. What a rip-off! Charter expects me to buy
> another expensive modem within 6 weeks of service. I think I'm going
> to try DSL and give up on Charter Communications once and for all.
> I'm very disappointed in their service.

Did you give them your signal levels to show them it wasn't the modem ?
What are you signal levels ?



Posted by Raldolpho on September 1, 2005, 1:15 am


Could it be the modem? I hear more complaints from people about
having to reset the 5120 modems than the 5100. I just got cable
internet service this week and I have to reset the new 5120 I got
daily. Usually people have to start doing this after a year or two.


On 31 Aug 2005 06:46:57 -0700, silverfishbookstore@hotmail.com wrote:

>In my experience, Charter Communications has the worst broadband, cable
>internet service of any company I've ever dealt with. Their tech
>support has been lousy. I just moved into a new apartment and the only
>cable broadband available in the area was from Charter. From day one
>the service has been terrible. My supposedly "always on, always
>connected" Motorola SURFboard SB5120 cable modem has to be reset 50
>times a day because the cable signal is too weak to keep a connection.
>I've even had a Charter technician sent to my home to try and fix the
>problem to no avail. He simply replaced the cable running into my house
>and tweaked something on the line outside. Before he left, the
>technician assured me that he would call me the following Monday to
>check and see if what he did helped fix the problem. And, of course, he
>never called and the problem is still going.
>
>So, in frustration I've had to call Charter back several more times.
>This last time, the support person told me that my cable modem was
>probably going bad and that I would have to purchase a new one. I told
>him that this was ridiculous because I just paid $75 for the one I have
>and it's only 6 weeks old. What a rip-off! Charter expects me to buy
>another expensive modem within 6 weeks of service. I think I'm going
>to try DSL and give up on Charter Communications once and for all.
>I'm very disappointed in their service.



Posted by Ron Hunter on September 1, 2005, 3:34 am


silverfishbookstore@hotmail.com wrote:
> In my experience, Charter Communications has the worst broadband, cable
> internet service of any company I've ever dealt with. Their tech
> support has been lousy. I just moved into a new apartment and the only
> cable broadband available in the area was from Charter. From day one
> the service has been terrible. My supposedly "always on, always
> connected" Motorola SURFboard SB5120 cable modem has to be reset 50
> times a day because the cable signal is too weak to keep a connection.
> I've even had a Charter technician sent to my home to try and fix the
> problem to no avail. He simply replaced the cable running into my house
> and tweaked something on the line outside. Before he left, the
> technician assured me that he would call me the following Monday to
> check and see if what he did helped fix the problem. And, of course, he
> never called and the problem is still going.
>
> So, in frustration I've had to call Charter back several more times.
> This last time, the support person told me that my cable modem was
> probably going bad and that I would have to purchase a new one. I told
> him that this was ridiculous because I just paid $75 for the one I have
> and it's only 6 weeks old. What a rip-off! Charter expects me to buy
> another expensive modem within 6 weeks of service. I think I'm going
> to try DSL and give up on Charter Communications once and for all.
> I'm very disappointed in their service.
>
You don't mention where you are, but here (Ft. Worth, Tx.) Charter
service is very good. Even large companies are greatly affected by the
quality (or lack of it) of local management.

As for your problem, why not just tell Charter to install a rental
modem, and if that fixes the problem, return your purchased one for a
refund. In the several years I have had cable internet service, I have
been through 8 modems. They really don't last very long, so renting
seems to be the best bet, at least in this area where thunderstorms are
the rule, rather than the exception. Note that just because your modem
is new, that doesn't mean it is working properly.


--
Ron Hunter rphunter@charter.net


Posted by Raldolpho on September 3, 2005, 6:40 am


Hey check this Motorola website. It will tell you your cable signal
level and all kinds of other stuff like modems errors.

http://192.168.100.1

Click on "Signal" to check your signal levels.

Also, Motorola sells a cable signal booster that people on the
CircuitCity.com website have reviewed as excellent (which is where I
got the website above). It is on sale now for $79.99 (normally $99)
plus a $30 rebate for a final cost of $49.99. Lots of good reviews.
Increases the signal up to 32 times and rated for 15 Db gain.

One guy checked his signal at the website above without the booster
and it was -17Db. When he put the booster in his signal was -2Db for
a 15Db gain as the booster is rated.

http://www.circuitcity.com/rpsm/oid/44964/rpem/ccd/productDetailReview.do#tabs

or http://tinyurl.com/exoc8

I may pick up one of the boosters as I have several splits in my house
and picture is degraded at some TV's.

Hope this helps.


On 31 Aug 2005 06:46:57 -0700, silverfishbookstore@hotmail.com wrote:

>In my experience, Charter Communications has the worst broadband, cable
>internet service of any company I've ever dealt with. Their tech
>support has been lousy. I just moved into a new apartment and the only
>cable broadband available in the area was from Charter. From day one
>the service has been terrible. My supposedly "always on, always
>connected" Motorola SURFboard SB5120 cable modem has to be reset 50
>times a day because the cable signal is too weak to keep a connection.
>I've even had a Charter technician sent to my home to try and fix the
>problem to no avail. He simply replaced the cable running into my house
>and tweaked something on the line outside. Before he left, the
>technician assured me that he would call me the following Monday to
>check and see if what he did helped fix the problem. And, of course, he
>never called and the problem is still going.
>
>So, in frustration I've had to call Charter back several more times.
>This last time, the support person told me that my cable modem was
>probably going bad and that I would have to purchase a new one. I told
>him that this was ridiculous because I just paid $75 for the one I have
>and it's only 6 weeks old. What a rip-off! Charter expects me to buy
>another expensive modem within 6 weeks of service. I think I'm going
>to try DSL and give up on Charter Communications once and for all.
>I'm very disappointed in their service.



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