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Hey Charter, where's my modem?

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J

jme5343

Platinum Member
We moved from MN to CT this month. I scheduled my internet install for the day after closing and purposely packed my modem / router / server in my van rather than putting it on the moving truck so I'd have it. I had Charter in MN and used my own modem there (Motorola SB6120).

The guy shows up on time, I take him downstairs where I already have everything set up and provide a laptop to test the connection. I heard him talking to someone on the phone at one point - he was obviously having some problems, but shortly thereafter, it was working fine.

Fast forward to today, I get a letter in the mail that a recent audit has revealed that I have a Charter owned modem and they're going to nail me for $7/month.

Incredulous, I go to the basement and see that the dirty rotten has swapped my Motorola for a Cisco modem and did not leave mine.

After talking to three CS reps on the phone, explaining the same story each time and refusing to go to the local office since this isn't a problem of my making, they're running an "equipment location check" and will get back to me. Pending that, they'll either get my old one back or allow me to keep the Cisco.


So, should I whine about all the trouble I went through and try to get a free month or two of service?


Cliffs:

Lousy Charter technician took my modem, replaced it with another and then reported back to Charter that I now had a "leased" unit.
 
Comcast billed me a a long time for my own modem. Took a LONG time to get it straightened out. One time when I moved, I took my DVR and cables boxes with me and set them up. They activated them and then sent me a bill because I didn't return them when I moved.

EVERY single time I have had any interaction with Comcast, they have fucked something up. Every time.

Sucks that they are the only high speed provider in the area.
 
Seems odd to have switched it, the SB6120 is a Docsis 3.0 modem, so just switching to another Docsis 3.0 modem isn't beneficial. Generally they are swapping Docsis 2.0/1.1 modems out anytime they come out to get the newest modems in the field.
 
oldsmoboat said:
Comcast billed me a a long time for my own modem. Took a LONG time to get it straightened out. One time when I moved, I took my DVR and cables boxes with me and set them up. They activated them and then sent me a bill because I didn't return them when I moved.

EVERY single time I have had any interaction with Comcast, they have fucked something up. Every time.

Sucks that they are the only high speed provider in the area.
Click to expand...

Same thing with Charter for me with calls. I just don't call them any more for anything. It's never anything but a waste of time, or a screw up.
 
drquest said:
Seems odd to have switched it, the SB6120 is a Docsis 3.0 modem, so just switching to another Docsis 3.0 modem isn't beneficial. Generally they are swapping Docsis 2.0/1.1 modems out anytime they come out to get the newest modems in the field.
Click to expand...
Sure it is. One is worth $7/month to someone, the other isn't. 😛
 
yeah i had a kid who sells discounts for charter call up his cs line and give me a faster speed package for the same price.

he didnt tell me they would be coming out, but should have known that im supposed to have a 3.0 modem now. so charter calls like 90 times to confirm the appointment, then they finally show up and i dont answer the door because i didnt want to deal with an idiot at the moment. i didnt want them to come in anyway, my internet was working fine. i get 14mb speeds now, but i do have a 16mb package supposedly.

im pretty much expecting them to charge me for a rented modem now though. so im sure this will be fun. ill never rent their crap though, there are better options out there for $80 or so.
 
Don't mess with charter phone support. Go to dslreports.com , register for the site and then go to the charter forum here:
https://secure.dslreports.com/forum/charterdirect

Nobody can see what you post there and it is directly to some of the people at/near the top of the food chain at charter. Last time I used that for help I had 3 techs show up in one day to try to fix the same issue 🙂 . They were literally falling over themselves to help me once the higher ups were involved.
 
Modelworks said:
Don't mess with charter phone support. Go to dslreports.com , register for the site and then go to the charter forum here:
https://secure.dslreports.com/forum/charterdirect

Nobody can see what you post there and it is directly to some of the people at/near the top of the food chain at charter. Last time I used that for help I had 3 techs show up in one day to try to fix the same issue 🙂 . They were literally falling over themselves to help me once the higher ups were involved.
Click to expand...

Good point, I had used this on my original install when I couldn't get over 4mbps, but it didn't even occur to me on this one. Thanks.
 
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