Tuesday, March 18, 2008


I received this rant (or all things!) from Celine recently. I thought I'd let her vent here. Can someone out there in cyberspace help this poor chick out? She's really losing her mind, the poor dear. Thank you. --Brandi

The Top Ten Things I hate about Charter High-Speed Internet Service:

10.) Having to keep a diary of all the times I’ve had to call Charter Customer Service and be put on hold in the last two and half weeks. For example:

February 29—first call made for service outage.
March 2—two technicians replace cable line from building to the box on the street edge and leave it lying exposed on the grass. Next day we get 8 inches of snow.
March 5—another technician comes to fix outage and says its my modem which is a problem—I replace it with new one.
March 13—two technicians come back to “bury” the exposed cable in the grass—internet goes off for good and they disappear without a word to either me or my neighbor whose digital cable TV has vanished as well. I call and speak to “Irene” at customer service that evening and stay on phone for approximately 45 minutes. She promises things will be taken care of within 24 hours. (It’s not.)
March 16 –tech call that afternoon, the internet goes off and stays off within two minutes after technician leaves after adjusting my modem/the cable box on building.
March 17 – on in the morning, Internet goes off at approx. 1:30 pm and comes back on three separate times by unplugging/re-plugging in the modem until goes off for good at 2:45 pm. Another call to customer service where “Victoria” promises me technicans will call me within the hour (this said at 3:15 pm). No calls received within the hour—or the day. Or even the next morning... Why am I not surprised?

9.) Having to push “0” over and over at every automated switchboard prompt until I get a real live human being. (Keypad on phone now worn thin.)

8.) Having to repeat my sob story over and over again to these helpless Charter customer service reps who do not live in my city, state—or possibly country.

7.) Having to pay for Charter High-Speed Internet Service in the first place because AT&T hasn’t set up the lines so we can get DSL Internet service in this neck of the woods.

6.) Having to pay my cell phone company for the minutes that I went over my plan this month because I was put on hold so many times calling Charter High-Speed Internet Customer Service.

5.) Being promised a rebate on an $89.99 modem I got in August when I signed on with Charter High-Speed Internet —the modem that at least one technician told me was “broken” and I needed to rent one from Charter at an additional fee per month. The modem rebate (promised within 6 to 8 weeks) has yet to arrive. All emails sent to the email address for questions about rebate not answered, either. Charter Customer Service reps say they “know nothing about the rebate program” yet Charter’s icon is plastered on the web site and they provide the modem. If they contracted this incentive program from an outside source, they are responsible for it ultimately—right? Why else would you advertise it and put your company logo on it?

4.) Not being able to send doc files to my telecommuting positions as expected—missing out on potential income and creating ill-will with potential customers because I’m not able to respond to their email requests in a timely manner.

3.) Missing out on promotional activities online because I cannot get online and stay online. Not being able to update my web sites in a timely fashion. All lead to lost sales and advertising opportunities for my books.

2.) Having to buy gasoline at over $3.09 a gallon to drive to other places to use public Internet—and then finding they have a “nanny blocker” on some of these public WiFI access points so I can’t even access my own publisher’s web site!

And the number one reason why I hate Charter Communications High-Speed Internet Service…

1.) Those damn flashing green lights on the modem when it’s kicked me offline for the upteenth time in the last five minutes!

If you have a similar tale of woe (related to Internet service problems or not) please feel free to share it in the comment section. After I've calmed down somewhat, I might do a drawing for a little prize of one of my backlist books or something. Thanks for your understanding. I think I will take a Valium and go lie down now before I'm tempted to buy a shot gun...


Anonymous said...

We are "lucky" to have a smallish internet company that's very expensive. However I've encountered a hacker and this is my third computer since last August. total price: 950 dollars for the last two computers.
Brandi Whyne, I'm W. Haynes

Brandi said...

Nice to meet you, Elliot. ;)

Celine is going on about her age now at her "Dreams blog". Sigh! When will that woman ever take a rest? Find her a handsome man and settle down--or travel the universe like I do? ;)

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