trying to order Charter high speed internet for my father-in-law. I recently moved him from his home to a retirement complex on Clayton Road in West St Louis County. The monthly lease includes cable TV, works fine, just connected to the wall outlet and excellent picture, better than he had at his house.
Tried the online order process, $20 a month for first 6 months for 3 meg service. At the end of the order I was prompted to click a button to speak to a CSR, my phone rang immediately with a recording on the other end and after 4 or 5 minutes a live rep picked up. First issue, my father-in-law had to validate the order, no problem, conference him in I asked. No can do said the rep, he'll have to call or go to a local office. I was not allowed to conference him in and the rep could not dial out. The rep then advised that my father-in-law would have to have a "professional install" for $50, plus $30 deposit. Why, I asked? Because he doesn't have cable TV, the rep said. I reminded the rep that he did, it was included in his monthly lease and the complex paid the bill. Cable TV worked fine. That threw the rep, who advised that we'll have to go to a local office to continue the order. I asked, assuming that we do that, what is the cost for internet after the first 6 months. $54/month said the rep, because he doesn't have cable TV! Here we go again . . .
I told the rep this was getting sillier by the minute, let's cancel the order. You can't cancel the order said the rep, my father-in-law will have to call to do that. I was floored. I asked what happens if he doesn't call to cancel. The order will be automatically cancelled after a few days, the rep said. Good grief, said I, and hung up.
What is the deal with Charter's customer service? And what's the deal with the inflated internet price without cable TV? AT&T now has to offer "naked" DSL, if no AT&T phone service, only a modest $5 additional cost, packages start at $20. I can't wait for AT&T to move in with IPTV in November and start stealing Charter's comfortable TV business and pull more internet away as well. Charter's pricing structure and customer dis-service is obscene.