Changed ISP's yesterday. **update post 61**

Down again.

Well, charter is sending a line tech out tomorrow afternoon. Hopefully he can get this mess fixed.

Oh yeah, wanted to share something with you guys. I have been without internet for almost a week. I have been real busy at work and at home so my mind has been a little crazy. But just today, like 10 mintues ago, I remembered I still had not cancelled my att dsl and hooked the modem back up and connected to the internet.!

I would suggest to them that you shouldn't be paying for service until it works

You might want to consider calling in and requesting, nay demanding a level 2 or level 3 tech and getting uppidy, even perhaps speaking with someone on a much higher level, pre-presidential to presidential.

All call centers have an advanced escalation group for irate customers and it is just a matter of asking or complaining or demanding the right way to get their attention or to get passed to their headsets.

I don't think you'll need to go that far but demand a level 2 or level 3 tech to come out and work on this and not some half@ss level 1 tech or outsourced tech that doesn't know what he's doing.

Quote from vivahate : I would suggest to them that you shouldn't be paying for service until it works

So far they have already knocked $60+ off the 1st months bill.

Tech came out yesterday evening and put a new tap on the power pole. Havent lost connection yet. Maybe that fixed the problem. (fingers crossed)

So it has been 23 days since having Charter internet installed. Was until 6/13 before they got the problem fixed with my losing internet connection. (or so I thought) Today, its dropping connection every 3-5 minutes. Sometimes its only up for a few seconds.

Talked with customer service this afternoon. Told the lady I did not want one of those kids they call techs sent here again. (already had 4) She scheduled a Supervisor Tech to be here in the morning. Maybe he can finally get this fixed.

When I click the diagnose and repair option sometimes it says "cannot connect with host dns blah blah blah... sometimes it says a network adapter cable is unplugged, sometimes it says cant connect to the modem etc........ same thing it was doing before.

I just cant understand why it went 2 weeks without 1 lost connection.

"Supervisor Tech" came out today. Before he got in the house all the way he told me, "I have no clue what the problem is". Said it was something on Charter's end. He got the levels from the modem and left. Did nothing.

I call Charter and ask them about the problem. The guy takes my # and says he will call me back in a few minutes. 35 minutes later he calls and said he called the Main office in my area (30 miles north of me) and says that they are aware of the problem it is not just me, but everyone that has service with.

He then says, they told me they can not give an estimated date for which this problem will be fixed.

Remember I have only had this service for a little over 3 weeks. I have 30 days to cancel from installation date and it won't cost anything. But if i cancel my only other choice is back to AT&T. (which I do not want to do)

He did give me another weeks credit, and told me to call back in a week if it wasn't fixed and he would credit me the month. But the problem is my g/f works from home and needs internet. Luckily my neighbor is family and lets us piggyback off is wireless.

This shit is getting ridiculous.

Oh it was ridiculous after the 2nd or 3rd trouble ticket logged.

Quote from UncleJace : I call Charter and ask them about the problem. The guy takes my # and says he will call me back in a few minutes. 35 minutes later he calls and said he called the Main office in my area (30 miles north of me) and says that they are aware of the problem it is not just me, but everyone that has service with.

Sounds like they're about as competent as Comcast. The final Comcast straw (regarding trusting their support) was when I had very similar issues to yours - and I work from home a lot so I feel your girlfriends pain.

First call, they told me it was an area wide problem with no ETA.on a fix. 4 hours later I called in for an update and they said they had no knowledge of a outage and would send a tech.

By the evening, the problem "resolved" itself so I called up and canceled the tech. Of course, the next day it went bad again so I get hold of support and they had me set the modem to factory defaults. This got me online for a good 12 hours... until the next day. This time I asked speak to someone who understood the signals on the modem. He told me my modem was probably bad and I should buy a new one. They re-scheduled the tech for the next day.

Of course, the root cause ended up being something they did and a year later I'm still on the old modem

So its been 3 days without internet. I had to work for a few hours today and could not wait to get home to see if the internet was working. Well, guess what? It was not. My g/f and I went out for a boat ride and swim in this 106 degree weather and came back, still no connection. I called Charter AGAIN to ask about an update on the outage in my area. The guy on the phone checked and said there was NO outage. He could not believe what the tech guy told me yesterday.

So he then says for me to reboot my computer and unplug the modem. (which I have done several times) and he is going to "reprovision" it. Viola! Connected finally. He said it will more than likely drop connection again as there is a problem in a node?

I got the work order the tech left yesterday and it does say "High Tx in node" whatever that is. So I have to leave work early AGAIN tomorrow because another "tech" is supposed to be here between 2:00 and 4:00 which mean he will be here at 6:00.

Anyone know what the High Tx in node is? Everything from the modem to the power pole is new.

Quote from UncleJace : The guy on the phone checked and said there was NO outage. He could not believe what the tech guy told me yesterday.

I'm pretty sure most of these people must get ranked on how many calls they complete in an hour/day/whatever and will say *whatever* they think will get rid of you in the quickest amount of time.

You cannot trust a word they say

call before you dig....oops