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St. Louis, MO - Charter - Page 116

post #3451 of 3563
Yeah its not working for me either. There are a couple of posts on the red zone facebook page of others with the black screen as well.
post #3452 of 3563
Quote:
Originally Posted by docbells View Post

Anyone else having a problem with NFL Red Zone? Have a black screen. Tried both HD feed and digital. Trying to get through on phone now... Frustrating.

Good afternoon,

I apologize for the late reply on this, but we did indeed have an issue with the feed for NFL Redzone this morning. It has since been resolved and you should no longer see a black screen. If our team can help you in the future with any questions or concern, please send us a private message and include the name, address, and telephone number where your service is located so we can assist you quickly.

Thank you,

Steve
post #3453 of 3563
Any cable card users having an issue where channels randomly show up as not being subscribed to? Just got my HDHRP, been great except that the 800 channels don't always let me watch.
post #3454 of 3563
Both TNT and TBS have always demonstrated significant macro blocking issues for me especially when motion is involved. My understanding is this is the result of signal compression. Is that correct? If so, would it be something that happens at the source end or something Charter does to conserve bandwidth before they pass the signal along. Very annoying.
post #3455 of 3563
I have a TivoHD and 1 multi-stream card. 3 weeks ago my HBO/SHO went out and now at 11:00PM my HBO/SHO went out again. What are they doing to make the cable cards lose HBO/SHO? Will this stop if I upgrade to a Premiere?

After 3 hours and asking 4 different people to hit my card it's working now. I'm just hoping this doesn't happen again. I can't miss homeland. eek.gif
post #3456 of 3563
cable seems to be out here in eureka mo. when should it be working?

thanks
post #3457 of 3563
Quote:
Originally Posted by tahirb View Post

...with window media center.
...I am getting all Charter Basic, extended basic channels. I am not getting any movie channel.

This shouldn't be an issue with WMC, but it sounds like it might have something to do with the copy control flags since you are having tier-oriented issues and not random-channel issues.
post #3458 of 3563
I get that sometimes. when my computer or TiVo try to record a show on a channel I don't get. If you cable is not set up right you will get that on most of the channels
post #3459 of 3563
Copy protected channels wont work if playready is broken. Playready will brake on any hardware change. I just replaced my windows drive and playready broke it also broke when I added more memory

If your playready is broken you need to do a full reinstall of window 7 or use the work around fix.
.
Quote:
Originally Posted by bunglebungle View Post

This shouldn't be an issue with WMC, but it sounds like it might have something to do with the copy control flags since you are having tier-oriented issues and not random-channel issues.
post #3460 of 3563
I'm hearing that the UMatter team may be going away .. if so, sorry to see you guys get the boot .. you were always so helpful ..
post #3461 of 3563
Quote:
Originally Posted by mgkdragn View Post

I'm hearing that the UMatter team may be going away .. if so, sorry to see you guys get the boot .. you were always so helpful ..

Thanks for the kind words. It has been a rewarding experience to assist you!

-Abby
post #3462 of 3563
Quote:
Originally Posted by mgkdragn View Post

I'm hearing that the UMatter team may be going away .. if so, sorry to see you guys get the boot .. you were always so helpful ..

That would be an absolute shame. When I had Charter from 2003-2006, the customer service was absolutely terrible. I was so ticked at Charter I even dropped internet from them as well because I wanted nothing to do with them.


I cut the the cord from 2007 until the end of 2010 (OTA-only). When we moved we decided to get cable tv and internet. The difference in service was huge...the tech guys didn't act like high school dropouts that had no idea what they were doing, the phone reps were knowledgable on services and the team here would answer questions and PM's.
post #3463 of 3563
Quote:
Originally Posted by Umatter2Charter View Post

Thanks for the kind words. It has been a rewarding experience to assist you!
-Abby

Thanks to you and your team...

Myself and many feel this is a huge mistake, I believe Charter has made huge strides in the right direction over the last few years. So much so that I now am a very happy triple play customer. If anyone would have told me I would be back with Charter 5 years ago, I would have laughed at them.

I now recommend Charter to all my family and friends...best of luck to you and your team....
post #3464 of 3563
I think that any and all avenues of customer service is important .. and Charters choice to end the social network support help is, I'm sure, based on many factors ..

Good luck to all of you .. I understand Charter has offered positions on phone support, so I hope that works out for you .. otherwise, with your knowledge and willingness to help, I feel sure other areas of opportunity will open up ..
post #3465 of 3563
I would love to hear the reason management is giving for ending this idea. Seems like a company that talks about being technologically advanced would not shut the door on using social media to better their customer service for their customers
post #3466 of 3563
Quote:
Originally Posted by anhisr View Post

I would love to hear the reason management is giving for ending this idea. Seems like a company that talks about being technologically advanced would not shut the door on using social media to better their customer service for their customers

I'll see if I can find the link .. it's where I got the info on a newsfeed .. but, it was pretty much the usual corporate BS .. "Better used as phone support / We are dedicated to the best Customer Service / Resources better used in other areas / Social Sites not being used all that much by our customers .. ETC " ..
post #3467 of 3563
As you said.... normal corporate bs. New management that moved up north thinking.
post #3468 of 3563
Hello All!

As you have heard, Charter will no longer have a customer care team tasked, specifically, with resolving matters raised on Social Media. The good news is there are other jobs available within Charter for all of the Social Media team members.

As is our nature, we wanted to provide you with a timeline of how we will execute this transition.

Monday, December 10, 2012: We will no longer respond to posts that we discover while conducting Charter searches. We will, however, continue to respond to Private Messages until Saturday, December 15th.

Friday, December 14, 2012 (5pm): All the Umatter2Charter accounts (which includes: Umatter2Charter, Twitter's @Charter, all our individual accounts, as well as the Umatter2Charter Facebook page, other Forum accounts, and accounts on Consumer Advocate Sites) will be removed. Charter will continue to have a presence in Social Media spaces via @CharterCom, Facebook.com/CharterCom, and Youtube.com/CharterCom.

Monday, December 31, 2012: We will transition to our new roles. If there are any outstanding issues on the 31st, we will refer them to the appropriate departments for follow-up and resolution.

It has been our pleasure to work with all of you.

Josh Chapman
Social Media Supervisor
post #3469 of 3563
As others have said, this is a damn shame. Very sorry to see you guys go, but very pleased that you've all been offered other jobs.

One last question: has the external storage option ever been turned on in the Moto dvr? Any plans to do so?

Good luck to you all!

barry
post #3470 of 3563
Quote:
Originally Posted by elgibby View Post

As others have said, this is a damn shame. Very sorry to see you guys go, but very pleased that you've all been offered other jobs.
One last question: has the external storage option ever been turned on in the Moto dvr? Any plans to do so?
Good luck to you all!
barry

Hello Barry,

Thank you for the kind words! At this time we are still awaiting a resolution for the external port access on the Motorola DVR's. Engineering is working towards the fix.


John
http://www.charter.com/Umatter2Charter
post #3471 of 3563
Quote:
Originally Posted by elgibby View Post

As others have said, this is a damn shame. Very sorry to see you guys go, but very pleased that you've all been offered other jobs.

barry

This is a very disappointing decision. It has been very comforting to know that you could have one point of contact to get a question answered or a problem quickly resolved. Folding the UM2C team into the typically clueless phone customer support team does not make sense.

Is there at least going to be access to support via a "SteveGM" type e-mail address or something?
post #3472 of 3563
Quote:
Originally Posted by Saluki View Post

This is a very disappointing decision. It has been very comforting to know that you could have one point of contact to get a question answered or a problem quickly resolved. Folding the UM2C team into the typically clueless phone customer support team does not make sense.
Is there at least going to be access to support via a "SteveGM" type e-mail address or something?

Both the phone and social contacts I have had to make with Charter have all been professional and knowledgable .. the phone support team is every bit as helpful, and in many cases quicker, than the social teams .. Charter has come a long way in the last five years and credit id deserved ..
post #3473 of 3563
Quote:
Originally Posted by mgkdragn View Post

Both the phone and social contacts I have had to make with Charter have all been professional and knowledgable .. the phone support team is every bit as helpful, and in many cases quicker, than the social teams .. Charter has come a long way in the last five years and credit id deserved ..

Glad you've had good luck but the phone support people that I've dealt with have been nowhere near as proficient or helpful as the social media gang.
post #3474 of 3563
Quote:
Originally Posted by Saluki View Post

Glad you've had good luck but the phone support people that I've dealt with have been nowhere near as proficient or helpful as the social media gang.

Like I said, as a customer for as long as it's been Charter, they have come a long way .. at one point, Charter was one of the highest BBB complaint companies in St Louis .. so I'll give credit to all of the CS, both social and phone .. smile.gif
post #3475 of 3563
what hd dvr boxes does charter offer in st louis mo, which one is the best, and if i buy a tivo and install a cable card will it offer vod and ppv or is that not available yet.
post #3476 of 3563
Anyone know what's up in Clayton? Phone, internet & TV have been down all day. I know it's a "systemwide outage", just wondering if the UM2C crew or someone has more insight.
post #3477 of 3563
Quote:
Originally Posted by Saluki View Post

Anyone know what's up in Clayton? Phone, internet & TV have been down all day. I know it's a "systemwide outage", just wondering if the UM2C crew or someone has more insight.

I think the Umatter2Charter team may be permanently gone .. I guess you've not kept up with the thread ..
post #3478 of 3563
Yeah, thought they were intact through the end of the year, but just scrolled back on my phone & realize they're done. Just proves my earlier point...I miss them already!
post #3479 of 3563
Charter Management getting rid of the UMatter2Charter team is, to put it bluntly, asinine.

They were not only the best technical/customer support team I've ever had the pleasure of working with, they were quite literally the ONLY thing that kept me from tossing Charter in the trashcan several years ago. I was juuust about to cancel our Charter cable and internet several years ago, and had already begun research on alternatives when I stumbled across this very forum and saw the UMatter2Charter team in action. I decided to give them (Charter) one last chance and so I posted my issue, PMed the UMatter2Charter team, and was an extremely happy and satisfied customer days later.

Conversely, every time I've had to contact the regular phone/chat support I've been disappointed at best and infuriated at worst.

I fear that this typically short-sighted management decision will result in my family switching to satellite or U-verse in the very near future.

What a damn shame.
post #3480 of 3563
Oh it's most certainly about money, Pwsher, there is no doubt about that. I feel pretty certain that it completely surrounds this lawsuit, too. If you read the actual suit that Gemstar filed against Digeo you will find that Charter is actually mentioned in the suit as a "deployer" of Moxi. I find it entirely too coincidental that Gemstar filed this suit, and then 3 months later Charter is pushing out boxes with the TV Guide technology that is in question here. What a joke.
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