Charter Communications

We contacted Charter Cable to have a second HD box installed/​setup at our new home. The previous owners had run TONS of wires behind the walls (HDMI, Cable, Internet, etc.) Each room was different. Aldo Zamudio came out from charter to perform the install. He was FABULOUS. He arrived on time, he performed the HD Box setup, he went the extra mile be showing us the media connection box and how the previous owner had added a network switch, etc.
Aldo definitely understands customer service. He even spent a bit of time explaining the quirks of the remote.
He was amazing. Cable — keep hiring folks like Aldo and your reputation will soar!

charter continues to fail — technician no show. tv horrible connection, remote control does not work on the main tv. customer service has redirected my calls 4 times. 9 days into service they send me a bill for $ 305 … not at all what we agreed to and the service sucks.
if you are stuck for providers, i am sorry … if you have choices, beware you will be miserable with this 1970’s technology.

Charter deserves a half star! My mom is on a fixed income and for basic cable, Charter is charging her $ 86! WTF! Charter Communication is a big rip off!!! They SUCK! Oh how I wish Gilroy had Comcast!!! Why doesn’t Charter offer senior citizens discounts?

Charter will not stop calling me to try to sell me bundles. So annoying. I keep telling them I don’t want them to bug me.

This is a review for Charter’s internet service in Morgan Hill.
There are no alternatives for internet service in Morgan Hill, to my knowledge. They have a monopoly.
We have been using Charter in our home for years now. I have only one standard for my rating: uptime. I’m not rating them for speed, because you get what you pay for. That’s standard.
Charter goes down a LOT. I work internationally, and in the evenings (10pm — 3am) service becomes super spotty. It’s not my modem or router. I used to be an IT guy; I know. I’ve had them swapped out with newer models on Charter’s advice even though I knew that wasn’t the problem. It wasn’t. It didn’t fix anything, because it’s clearly the service provider that has issues. I see the connection light on the modem flicker off and on in the evenings. In the course of a 2-​hour conference call I probably lose connection 5 — 10 times depending on the night, and then it reconnects after 30 — 60 seconds or so. For some applications it doesn’t matter… unless you are trying to video conference overseas, or maintain «always-​on» server connections with anything. If you’re just using it to watch Netflix, you may not even notice though, because Netflix does a good job of buffering and the downtimes are relatively fast. For video conferencing, Skype, QQ video, Zoom, google voice, etc… kind of miserable to have a bunch of interruptions, no matter how brief.
So… yeah. You probably don’t have a choice. You probably need Charter for internet if you live in Morgan Hill. But don’t rely on it. And god forbid you run a business out of your home that relies on solid uptime /​communications. It’s insanely frustrating, especially at night.

I just got my charter communication wifi installed in my home. The guy joshua was 15 minutes late. I really thought that was really unprofessional. Especially when they have a window from 2−3pm to show up. What really got me steamed was when he told me that he had been here before. Ummmm ok than why are you late? Oh well. Anyway he only took 30min to set up the router and the modem. Sweet. It was working pretty well. He showed me how to use my username and password and was very polite. He was in n out pretty much.
Weirdly two days later a charter supervisor and his student like intern came and said they wanted to make sure everything joshua did was proper and accurate. Ooooohhhhhkkkaaaayyyy… so they added an outlet box and a what looked like more wires. R u serious? Since I don’t know anything about setting up wireless Internet I took their word for it. I mean they had badges so I knew it was ligit. They also had to go outside to check on something. After they came back I was given a welcome to charter user guide that would answer any questions I may have. It was hard, worn and scratched up. I dont know where this was on the truck but I’m pretty sure it was jammed in somewhere based on the condition. Lol.
Right before he leaves I’m informed that there was still interference so that another charter employee must come over and fix the problem. Unfortunately they need some keys or something so I asked if he can put in a request for monday. I’m glad I don’t have to call to make another appointment but I’m upset that I have to see them more often then my mother. Geez!
Well after all that, hopefully my new relationship with Charter doesn’t stay this way. That would be exhausting.

This company is the worst company in the U.S. since it has a monopoly. I found out their service personnel are crooks since they made my favorite phở restaurant buy a POS (Product of Stature) telephone that does not allow for recording voice message so when the customers call they just get empty air! The service Caucasian POS (Person of Stature) just gets a check to pocket the POS he leaves her with.
The only thing necessary for the triumph of evil is for good men to do nothing. Edmund Burke said this and I believe it truly.
What happens when a man who advised five U.S. Secretary of Defense and worked to deployed the air traffic system for the United States, and «neutralized» 90 thousand soviet tanks decides to take an issue with a wrong? I think he will take it seriously to correct that wrong. No matter the cost:-)
This is especially relevant when someone has insulted us. Stay tuned for more development. :-)

TV, Internet, and Phone Service
We just moved down from San Jose and went with Charter. Here is my analysis:
PROS:
* Price.
* Internet speeds (far better than any other option in Gilroy),
* Phone call filtering on the Charter service end via their web site.
* The ability to download shows and movies to my tablet.
CONS:
* Does not carry CSN CA Channel for San Jose Sharks (this may be a deal breaker).
* Antiquated cable box technology (missing my AT&T U-​Verse service),
* they claim over 200+ HD channels, but as an example they have three CSN Bay Area channels, butt all three are the same channel (SD, HD, and SD/​HD). I guess that counts for two HD channels. Multiple HD channels for ABC, CBS, etc. as well. Maybe 100 unique HD channels (most of them Premium channels: HBO, Showtime, etc.).
Overall, Charter is ‘adequate’. Probably going to be dropping the TV service and going with DirecTV in order to watch the San Jose Sharks.
Going with 3 stars for the overall bundle. Individual services:
TV: 2
Internet: 4
Phone: 4

Disclaimer: Internet-​only customer
I live in an area where I can get the top 100mbps down and have tried it, but for the money, i think the 60mbps down is the better option. I routinely get that rated speed (or better) using
.
A couple things:
I purchased my own Docsis 3.0 modem (Motorola Surfboard) nearly 4 years ago vs using what is provided by Charter. Additionally, if you are running speed tests using a wireless client through your router, you will no doubt be unable to reach max speeds due to the inherent performance drop of wireless signals (especially the further you get from the router).
I think the service is great, can count on one hand how many times the service has been interrupted and most problems seen have been due to personal router issues (solved almost always with a series of reboots).
Customer service leaves a little to be desired as they are reading from a script and assuming you know nothing about networks. So I try not to call unless I have exhaustively rebooted my own equipment multiple times with plenty of wait time between power off and on. It has been in nearly every case my own equipment as the issue.
This is by far the best option for reliable high speed internet for Morgan Hill residents.

This is the WORSE cable and internet provider EVER! Comcast was way better. Unfortunately we moved to Morgan Hill and they do not offer Comcast. Charter TV and cable just went out. I have a work emergency and needed my computer.
The Cable box is like Comcast 5 years ago. Their «high speed» internet is a joke, it is very slow and for the amount of money we pay, they are behind the times in speed.
This company is a JOKE! I wish Comcast was in Morgan Hill.
Charter offers old technology, it is behind several years on all services.
The Customer Service rep was very patient and professional and I liked that but the whole system they have is just outdated and overpriced.

Unilocal needs to provide a «no star» rating. Charter is absolutely nuts. Tried for two days to get service setup through them. Had the installer her till 10pm last night. Was told he would come back in the morning. He never showed up. I call at noon only to find out that the previous tenant never canceled service with them. Their solution was for me to drive 30 minutes away to show them a copy of the lease agreement. No thanks. I threaten to go back to DirecTV. This got me as far as «we’ll send an email to our tech people and call you back within an hour». 2 hours later… no call. I call only to be told that they don’t have an answer yet, don’t have an ETA and when I asked for a manager, nobody was available. Back to DirecTV I go!

I am trying really hard to like this company, but I am done. Moved to Morgan Hill in February. Neighbors all said that ATT and Comcast were awful down here, and that Charter was bad, but the best thing going, so I did what I thought was best and ordered Charter. My Comcast in San Jose was lightning fast so I was spoiled.
For starters, despite four calls over the course of 6 months, and them telling me the problem was fixed each time I called, when I call someone my name comes up on their caller ID as David Singh, which would be ok, but that is not my name! I am on the hook for $ 140.00 a month and they can’t even get my name right. Really how hard is this to change? To their credit they have been prompt, polite and professional every time I have called. Each time I call they tell me they have again reset it and give it a little time and it will correct, and still nada.
The internet is wonky and slow. I have a great wireless router and even an extender and everything is slow, it cuts out, and my desk top that is hard wired is even slow… and I am not running much at all. I am a boring news reader and occasionally stream a sporting event. I hope another company comes to the south bay soon.

I could say the Internet service is solid, though the problem came when trying to exchange my router. For the longest time I had believed I was getting 60 mbs down, though I was only getting 30mbs. So I had called to upgrade my internet which actually came out to being 5 dollars cheaper when upgrading to 60mbs. I came in to the gilroy location, being from Hollister it took me around 20 – 30 minutes. Once I got home I realized they didn’t provide me with a the DC power cord. I called Charter communications and they said they would send a technician to drop off a DC power cable. I would say this particular location may need to be better managed, but Chaters customer service resolved the issue.

Save yourself the headache! So not worth the money, if your moving to Gilroy, do yourself a favor and get direct tv, I wish Comcast was available to service this area. I have only had this cable for 5 months, the internet is slow and the cable freezes. Every morning when I’m watching the news, it just decides to freeze. I have reset the box 6 times, no joke. I’m sorry, I should have listened to the other reviews. I’m not kidding I’m gonna post pictures and you will see what I have been experiencing… in order for me to clear this, I have to reset my cable box. Definitely the worst cable I’ve ever had.

It is incredible that Charter offers increased speeds as of last year, but does not bother to update the modems on their system which is required. Otherwise the modem will still throttle speeds down to previous rates. No communication via email or mail to reset the modem either. When going through customer service there is no acknowledgement of our concerns. We need to petition the city of morgan hill to provide other ISP services to allow for increased competition. That is what our council members should be doing. Not surprising that the ratings for this company is so low on Unilocal. Via Unilocal!
Recommendations:
Check you speed test and make sure you are getting at least 70% download speeds for what you are paying.
If not, call them because your modem may be throttling the speeds down or there may be a provisioning issue on their end.
Unfortunately Charter has chosen to have the customers call rather than checking their own systems to ensure customers are getting what they are paying for.

Charter in Gilroy suckes. They say internet service is 60mbs/​sec. It works, but crashes down to 7 or 8mb/​s five times a day. Their 800 number tech support sucks. All they say is reboot the modem, direct connect the Cat5 cable. The tech person I talked to today Renne, midwest in tech support needs to get another job. Does not fit in customer service, and definitely not tech support.
The cable business here is a monopoly. When is the govt going to deregulate this?
Charter needs to go and we need to get new players in the game that really care for their customers. Does anybody know of an alternative than Charter internet? If you can, you need to avoid this company. I don’t know how some people give this company more than 1 star???

Both phone and internet connections are intermittent. Just getting worse. They tell me there’s no problem, but all I hear are the same complaints from other users.

I don’t have too much experience with Charter customer service at the Gilroy location but I do know that you have to really search to find a way to complain unless you call them directly. Then you have to sit through a whole host of questions meant to deter you. Here is an e-​mail address that you can use to send in general complaints to corporate headquarters. Email Michael Henry, Customer Care Escalations Manager at
. Go ahead and vent, I did but honestly I don’t expect to get a satisfactory response. They now have a new home page that you have to go to in order to access your emails. Then you have to type in your username and password and because the first interface doesn’t have a place to type in your zip code you get to type in your username and password again because «you» forgot to enter the zip code in the previous log in interface (which doesn’t have a place to enter your zip code). Idiots!

Charter Sucks! Do not approach with a 60 feet pole.
They schedule appointment and they don’t keep them.
They face to face customer service in the Gilroy Office is Horrible.
I am a new client for the Residential Internet business. But I have not had internet connection for 2 weeks now because, they modem died. Their technician schedule to come to my place but never showed up, then they re-​schedule it without consulting me. And when I called to complain, I was told to go to the local office and pick up a new replacement modem. Only to be treated by the worse customer service experience ever. The lady did not wanted to hear me just brush me off and insisted that I take another modem, without replacing the existing damaged one.
What can I say. As a new customer I think that their customer services is the worse ever.

I would give them zero stars but I don’t know if I’m able to do that. I had them come out install two boxes. One died almost immediately after the guy left. It took me two days just to talk to a live person because they want everything done online. I was actually griping about aloud waiting inline at some random store and some guy in line heard me and said how he too had such issues with them.
Charter finally talked to me and agreed to come out but not for over a week. Someone came out and surly doesn’t cover it. He was really grouchy and sort of dirty looking. However to his credit he fixed the issue and moreover he activated the phone line and gave us our new phone number because the last guy failed to do that and only set up internet and cable. Moreover he got a little nicer toward the end of the visit-​maybe not a morning person .I felt sorry for him, his own company kept him on hold for ages and ages while he was trying to fix the issue-​I was like welcome to my world buddy.
Lastly-​when I try and use the dvr to record anything, it can not find most shows. when I try to use the on demand function-​every single time I watch about 75% of my show and then it suddenly turns off and I cant see the end. i try to watch it again but it wont fast forward and so i’d have to watch the whole thing again. so freaking frustrating.
Charter is god awful, useless, and terrible customer service. If you have another option, use that, it couldn’t be worse than charter