Charter Internet Reviews and Ratings

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Charter (2)
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Charter Review by WhichVoIP.com

Charter Communications is currently the fourth largest cable provider in the United States, offering TV, Internet and phone service to over 5 million customers across 25 states. It has over 16,000 employees nationwide and over 300 offices and the technology is based on cable to the home (or business) rather than DSL.

The Good

Speed and price tend to be the two main factors that users consider when looking at Internet service for their home. Charter's service does a reasonable job in both these categories. Download speeds of up to 30Mbps and upload speeds of up to 4Mbps are stated for their generic plan called Plus. This provides ample bandwidth for the many ways in which we use this service these days, like movie and music streaming, email, gaming, VoIP communications (Skype, home phone service etc), uploading photos, and surfing the web.

They also offer an "Ultra" plan which provides download speeds of up to 100Mbps and upload speeds of up to 5Mbps.

Introductory pricing for the first 12 months can save you some money. The lowest prices come when bundling with other available services (TV and phone service).

A security suite comes included with your service at no additional charge. Parental controls, anti-virus, and email security are part of this suite, which can be installed on up to 3 computers. This is available for both Windows and Mac users.

The modem lease is included in your monthly fee. Some providers may include a monthly charge for this so consider this when comparing different provider options.

A WiFi option is available for additional fees. This service uses a standalone Netgear router device, which requires professional installation by Charter. Dedicated 24 hours, 7 days a week support is included with this additional service. If you want this service then its recommended to select at the same time you sign-up for service to save additional installation times (and possibly more fees).

Service includes up to 10 Charter email addresses at no additional charge. You can also access some TV shows online but additional subscriptions may be required for premium content.

A 30 day money back guarantee is offered and only applies to new customers. They will refund the monthly service charge, plus any lease fees. Taxes will not be refunded.

Technical support is available 24 hours a day, 7 days a week. As with most major cable providers there is a good knowledgebase of information and help (guides, FAQ, tutorials, troubleshooting etc.) through their website which is easy to navigate. You can also ask a question or search on a topic if you cannot find what you are looking for.

The Bad

New customers must use the company leased modem. You cannot use your own modem anymore (often referred to as BYOD - bring your own device).

The modem supplied does not include a wireless router. If you want a WiFi network in your home you will need to have a standalone wireless router installed professionally by them at additional charges.

Service is only available in 25 states of the USA so you will need to check for availability to your address through their website. This is typical with many of the main providers though.

The monthly rate increases after the first 12 months special offer has expired. The best rates require bundling with other services.

Part of their acceptable use policy mentions excessive use of bandwidth. This is considered to be 250GB of data per month for Plus plan users and 500GB of data per month for Ultra plan users. If you exceed these amounts then your service may need to be upgraded to a business level plan or at worst case they can terminate your account.

If you cancel your service at any time then you must send back your leased equipment (modem) within 10 days. If you do not you may be charged for the amount of a new device.

The Bottom Line

  • Plus Plan: For the first 12 months you can get this plan as low as $29.99 per month if you bundle with any other services. Standalone service will be $39.99 per month for the first year. Following this period the fee increases to $49.99 per month. This plan includes download speeds up to 30Mbps, upload speeds of up to 4Mbps, and a free lease modem.
  • Ultra Plan: The bundled rate is $89.99 per month for the first one year period and the standalone service is $109.99 per month. The rate increases following this period. Included are download speeds of up to 100Mbps, upload speeds of up to 5Mbps, and a free modem lease.
  • WiFi Plan: A one-time activation fee of $39.99 is required plus a monthly fee of $5 per month. Fees may also apply for the required professional installation.
  • Additional Fees: Expect to pay taxes and regulatory fees on top of your monthly rates.

Overall Thoughts

Charter provides a competitive Internet service to residential users who fall in the 25 states of the USA that they support. Price and speeds are comparable with other options. In recent times they have moved from multiple plan options to one basic plan plus another option for the speed junky. This indicates how most users utilize their service, wanting higher speeds for watching movies and streaming videos.

The main negative is the need to pay extra for having a wireless network set up in your home. This is a must for many users with laptops and tablets becoming common place in the home.

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Author: Michael


Charter Overview

Charter Communications is currently the fourth largest cable provider in the United States, offering TV, Internet and phone service to over 5 million customers across 25 states. It has over 16,000 employees nationwide and over 300 offices and the technology is based on cable to the home (or business) rather than DSL. Charter claims to have Internet speeds 10x faster than DSL service.

We do not have a large number of user reviews for Charter but for those customers that have reviewed its service, the ratings have not been good. The main complaints have been inconsistent Internet speeds and poor customer service. If you currently use Charter please consider adding your review of its service using the "Write a Review" link below.

All User Reviews

Total Number 8 0
Thumbs Up 0 0
Thumbs Down 7 2
Average Rating 2 4
More Providers 2

Charter reviews are listed in chronological order.

Overall rating (1.6)

#8 : SEP 23rd, 2013 : (MT)

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These people cannot give you the same answer - ever. You call in and get a new person every time but usually they are on the same page. Not this company. For example: These people say they are taking down phone numbers but never put new one in so have to start fresh each time and tech can't reach me before appts. They don't know what my services are, don't understand the services, tell me - might be charged even though service is covered but don't know for sure for a visit because their tech ran wires in such a manner those in the office are tripping over them. Then they come and do more of the same - just a different configuration - wire trip was just in another area. I've been told I need to troubleshoot myself and it must be me that is causing slow and dying Internet service or it is my building so nothing can be done. There is so much more but the bottom line is I have very sporadic Internet service. I have a business and as often as it happens without remedy I am forced to look elsewhere. I also cannot believe how bad customer service is. Ive talked to some really nice people but it takes many transfers and calls back to find one who is personable and is actually listening and speaking with you; not at you - willing to be thorough and actually focus enough to hear what is wrong and follow up. But then if you ever have to call back again your back at square one because no one reads the notes the nice one said they would make in the computer. I wont ever know how much business I lost because these guys are oviously so big tnere is a diluted sense of responsibility toward the customer. I miss the smaller companies. I know there are worse companies but if I can find a smaller one I'm going for it. I don't care about cost - as long as I have caring customer service agents who make sure I am getting what I'm paying for. If I can find that I will be a lifelong customer and will even pay for a lifetime membership for my kids! Maybe impossible in this day and age but I'll keep hoping.

Overall rating (2)

#7 : JUL 27th, 2013 : (SC)

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Very unreliable service. Can be watching a movie or playing a game and it will cut off for not enough bandwidth. Speedtest will run from 1.8 to 20.7 I have a 30mbs service. Not much help from tech. Just excuses why not.

Overall rating (2.6)

#6 : NOV 7th, 2011 : (NC)

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Sign up with Charter and they will harress you every day with phone calls trying to sell you more services. I called them to have them take my number off thier list for promotions . They claimed that would take 20 days and the numbers of calls I recieve from them has gone from 1 a day to 4 or 5 a day . They will be hearing from my lawer soon.

Overall rating (2.4)

#5 : SEP 9th, 2011 : (CA)

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Their agents always insist the problem is with Microsoft, or some hardware issue. After spending more than an hour trying to resolve an email issue, being disconnected, being told to call Microsoft, a supervisor finally admitted that they had updated the servers and it prevented receiving emails if more than one device was connected. Why don't they just man up, admit they goofed, and would fix it as soon as possible instead of driving their customers crazy? If it wasn't so hard to change providers, I'd do it in a New York minute.

Overall rating (1.3)

#4 : NOV 15th, 2009 : (CA)

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TERRIBLE!!!!!!! Unfortunately is the only cable company available in my area. In Northern California, I had COMCAST and it was excelent! CHARTER is a nightmare!

Overall rating (2.7)

#3 : NOV 10th, 2009 : (WI)

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I was promised $300 in gift cards when I started the service and bundled phone, internet and TV. I have gotten excuses, but no gift cards to date. I am so angry, I will probably cancel the service in a month or so, because I did not get the gift cards as promised.

Overall rating (1.9)

#2 : APR 13th, 2009 : (GA)

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Charter will tell you the only up front fees you have is $60.00 when they come out and hook up your cable and internet, and $30.00 when they hook up your phone. I asked about other fees, I was told: No Installation Fees, or other charges. I received my first bill of $196.30. When I called they where not very helpful with the situation. They said I had a installation fee included. They also said I had to pay 2 months in advance. They still did not have my telephone changed, and told me that the telephone was not included in this bill. My monthly bill was only suppose to be $127.00 to begin with. Someone did finally apologize for me not being told upfront, but they always charge a fee; therefore I still owed it.. I changed my service immediately.

Overall rating (1.3)

#1 : FEB 3rd, 2009 : (GA)

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I had problems with my order. I was promised services at one rate and charged another rate. Charged for services I did not order. Never told about hook up charge. Charged for a modem that I never received. Still do not have one of my computers working online. Continue to have problems logging onto internet with my other computer. Took 3 calls to get the initial service hook up. Technician very nice. Then took 3+ calls to have bill straightened out.

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Disclaimer: The ratings and comments displayed in each review on this page are solely those of the person submitting the review and are not in any way endorsed by WhichVoIP.com.

Reviews Summary

Total Number 8 0
Thumbs Up 0 0
Thumbs Down 7 2
Average Rating 2 4
More Providers 2

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