Since the beginning of April... this has been my internet connection.
Call to Customer Service - April 13th - I am seeing heavy packet loss abd have been for a good while...
Service call 1 - "We've fixed a problem in the area" Service call cancelled by Charter
Service call 2 - "Now we really have fixed the problem in the area" - Service call cancelled by Charter
Call to Customer Service - "We'll send a tech out"
Service call 3 - Technician comes out and tests the line, verifies packet loss "I'll escalate to a line tech"
Days go by....
Call to Customer Service - First tech never escalated to a line tech... I request a Charter provided modem, to replace the one that I own.
Modem received.. issues persists..
Call to Customer Service - "I am still seeing the issue..." Promises line tech will be sent
Service Call 4 - Technician wants to test the modem... I explain the history of this situation... then call Customer Service
Call to customer service - The customer service rep argues with me... "I have to send a tech out again", Escalated to Supervisor... She(Shannon) promises to follow up with me, but advises there is no way around sending a tech out to test the line, to get RF readings that the other techs never took.
Service call 5 - Technician replaces all lines from the pole to the modem, advises to call back in if there is a problem
Call to Customer Service - The issue persists... "We'll send out a line tech"
Service Call 6 - Charter sends someone to test the modem.... again. Seriously? I speak to the tech, explain the situation(again) This technician escalates to a lines tech after speaking with me.
Call to Customer Service - I haven't heard anything... so I call... Charter verifies that a line tech is scheduled
Service Call 7 - Line tech(finally) comes out. Unable to reproduce the issue(Because it is intermittent). Raises the signal from 23dB to 26dB.
Call to Customer Service - "I am still seeing the issue" We'll send a tech out, the tech confirms that they are sending a line tech not a normal tech
Call to Customer Service - (Raphael)I call to confirm that they are sending a line tech out and not normal tech, rep confirms this.
Service Call 8 - April 27th - Normal tech(Scott) arrives knowing nothing of the call history. I have my wife show him the graphs illustrating the packet loss... he agrees that I should be frustrated with this. He advises that he is calling this in to his supervisor to have a line test run over the next 72 hours to try to catch this issue.
Luckily I am a patient man who has worked in customer service and knows not to take this out on the techs. I do not raise my voice or make unreasonable requests... Charter, I feel that you are taking advantage of this.
I will update this as it develops.
April 27th - 10:10AM - Scott discovers that squirrels have been chewing the lines near the amplifier... also that the new lines that were put in... were not crimped properly. A line tech will be at my place in 20 minutes.
Scott and his Line Tech found an issue that is further down the line. It appears to be where the line enters the subdivision. They need to wait until the rain stops before they can take the corrective measures. The line tech left his card with my wife. Expected fix: 24-48 hours.
We. Shall. See.
Customer Service Call April 29th - (Dennis) "A line tech is scheduled out between 8AM and 8PM today" - Work order noted to call me after line tech does his work
Haven't heard from a line tech and the issue persists... So I call in...
Customer service call - Angel - "There are no open issues for your account" Me: "I need to speak to your manager"
Manager: Don(Located in the Philippines) - The issue has been been resolved.
Me: No it hasn't ... I am still getting up to 86% packet loss throughout the day
Manager: I can have a technician come out to check the lines inside your home - *Interrupted*
Me: This is well beyond that...( I explain everything... again....)
Manager: I will transfer you to our cable repair department
Me: No, you will warm transfer me to another manager. You will not transfer me to a Tier 1 tech.
Manager: OK, hold please.
Current Reading(as of 7PM):
Customer Service: Transfer started at 7:20 ----Transfer success 7:30 -
Manager: Jennifer - Finally - someone to take ownership of this issue. She is involving another tech supervisor. She is amazed that this has gone on this long and the issue hasn't been found. She is getting the modem put on a watch list to they can catch it in the act and she will follow up with me no later than Thursday. She will keep me in the loop... she will call even if she doesn't have an update yet.
Jennifer.. you are Charter's last chance. I actually feel like you are going to get this solved.
I opened a letter today, dated for April 25th, from a Vice President and General Manger of Charter Communications. He apologized for the lengthy difficulties and was happy to report that he issue had been resolved. Unfortunately my call to customer service last night illustrates that this is not the case.
He provided his personal email address and asked that I reach out if the issue comes back. I have. We shall see what happens from here.
I still ahve faith that Jennifer is going to follow through.
10:15AM - Today - My wife calls me, she is attempting to rest, while my son naps. Been a rough on call week and we aren't sleeping much. A Charter Tech arrives unexpectedly and wakes her up... I sincerely HOPE he doesn't ask to test the modem.
The Tech turns out to be a Lead Line Tech. Jeff. He saw the noise levels before he got on site, but by the time he got up to the pole, the issue had cleared itself. He provided his mobile number. He is going to keep an eye on it and come back to catch it in the act, or if we call.
The visit on May 5th, resulted in finding a cracked cable. The connection is being monitored and thus far has been clean.
I will request a full credit for April and a full credit for May to make up for the time and resources I wasted on this issue.
It would be a big customer save if they oblige.
Spoke to the VP rep again today. They are still seeing the issues on their end too. More line techs dispatched.
As of checking today, after the second new modem... and a few more line techs cleaning things up... The line is 98% clean.