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Posted by Ron Hunter on September 8, 2005, 6:49 pm
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Jeff wrote:
> I had a similar bad experience with Charter Internet.
>
> In the morning I noticed my Internet connection stopped working so I called
> Charter. They had an announcement stating there were problems in my area.
>
> That evening it still wasn't working. I called Charter and spoke with
> someone. He said there were no problems. I bought my own Motorola modem
> (same model as was currently being installed), so I asked if it could be a
> problem with my modem. I was told no, it was probably a connection problem.
>
> They sent someone out the next day and verified that I was receiving a good
> signal to the house (but nobody was home so they couldn't check inside).
>
> That evening I called again and they said there was nothing wrong with the
> connection coming into the house. I asked again if it could be a problem
> with my modem and was told no.
>
> A couple days later they sent two technicians over in the afternoon when I
> was home. I asked them, could it be a problem with my modem. I was told
> "highly unlikely". I asked if they could try a different modem to be sure.
> They told me they would check some other things first. After they tested a
> bunch of things outside and in, 3 hours later, they tried a different modem
> and it worked.
>
> So they told me my modem was bad and they would have to charge me for a 3
> hour service call (I think they said it was $75 an hour) because it was a
> problem with my hardware. They told me if I signed up for the inside wire
> maintenance they wouldn't have to charge me.
>
> I called Motorola because the modem was still under warranty. They told me I
> should have called them first because they could have analyzed the logs to
> find the problem. But they sent me a new modem for a small shipping fee.
>
> I could go on and on about how bad I think Charter service is. My most
> recent is with the Moxi DVR. The brochure makes it sound like the high-def
> channels will be included in the DVR fee. I asked the local customer service
> rep about it when I visited the local office. She did some research and told
> me yes, it includes all the available high-def channels.
>
> I schedule an install (they won't let you install it yourself). The
> installer hooked it up using the S-Video connection. I asked why he didn't
> use the high-def connection. He said my TV didn't have it. I showed him the
> two connections it has.
>
> I only get the local high-def channels (NBC, CBS, and ABC). No FOX high-def
> because the local FOX channel wants to charge Charter extra. Charter doesn't
> want to pay but yet they charge me extra for the high-def channels! I asked
> why I wasn't getting all the high-def channels. They want an extra $6.99
> monthly for those!
>
> I called and explained the brochure and was told he didn't have a brochure
> so there was nothing he could do.
>
> Jeff
>
>> I contacted Motorola and they were more than happy to warranty and
>> replace the cable modem at no cost to me (except shipping of course).
>> It arrived a couple of days ago and I haven't had any connectivity
>> issues since swapping the modem out. I guess the modem was bad all
>> along, but that still doesn't excuse Charter from trying to con me into
>> buying a second modem from them at full retail cost when my existing
>> modem wasn't two months old.
>>
>> The Motorola technician had me check my modem power levels and logs.
>> They showed the following:
>>
>> Downstream
>> Signal to Noise 32db
>> Power Level -7 dBmV (she said it should be between -15 and 15)
>>
>> Upstream
>> Power Level 31 dBmV
>>
>> I also had 12 Priority 3 Critical Errors: No Maintenance Broadcasts for
>> Ranging opportunities received - T2 time-out
>>
>> I must say that I'm very pleased with Motorola's technical/customer
>> support service. They were a lot more accommodating that Charter.
>> That's for sure!
>>
>> BTW. I'm speaking of Charter's service and support in the
>> Knoxville/Chattanooga TN area.
>>
>
>
Jeff,
The modem thing is YOUR FAULT. First, you owned the modem, second,
you didn't try another modem, and you didn't apply common trouble
shooting techniques that would have pointed to the modem.
Now the DVR thing seems to be a communications problem within Charter.
When mine was installed, I got all the premium (not HD) channels for 6
months, at no extra charge. So WHY are you carping about paying for the
HD channels?
--
Ron Hunter rphunter@charter.net
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