08/07/2012 Communication With Charter Communications

11:47 pst, 1:47 in St. Louis MO, Charters Corporate Headquarters, still have not heard back from Michelle... to no surprise!

Called Michelle and was told we will receive a letter stating this is an issue with my equipment and no resources will be spent to resolve this issue.

No matter who I talk to at Charter Communications, it conveniently seems to fall upon deft ears that I removed all of my hardware form the network.

The fact that I connected directly to the drop with only the Charter supplied Motorola gateway and an Apple laptop.

In layman's terms you are not worth the resources… here's the corporate bird now go F-YOURSELF!

Emailed Michael Henry, Priority Escalation Team at PriorityEscalationTeam@chartercom.com

08/06/2012 Communication With Charter Communications

Called Charter Corporate office (314) 965-0555 to speak with the President and CEO, Thomas Rutledge. When I dialed his extension I was transferred to Michelle at extension 31479.

I went over the story with her, she told me she would check with the supervisor on my end and get back with me tomorrow.

08/03/2012 Charter Communications Motorola Gateway Set Up Directly Off The Drop At The Pole

I set the Charter supplied Motorola gateway up directly to the drop, connected to one Apple laptop and recorded the goings on with an iPod.

The connection dropped twice in less than 45 minuets. The video below shows the last drop. The modem is placed next to an Apple laptop running OS X, Network Diagnostics Tool.




More Charter Communications outstanding customer support, for yet another poor sap!!


Instead of allocating the resources to actually service the client and give them what they pay for... Charter can't have the pain in the ass clients interrupting the following!!

We are in Pasadena, not far from this world famous health food establishment.

08/02/2012 Communication With Charter Communications

Tech John stopped by around 3:00 pm, he told me we were going to be charged $90.00 for service calls and we were black balled for running the coax, even though the modem was installed in the original Charter location.

He also told me Charter was not going to service our account any more. Because they only have 2 clients off the node we are on and we would be charged for any service calls.

I asked John if I put the modem directly off the drop form the pole and had the connection issue if they would service it. He told me NO, management said Charter will not service the account at all.

08/01/2012 - 08/02/2012 Communication With Charter Communications

I followed up with Gabriel both days in regard to the status of the modem swap, he told me someone would be coming to swap the modem, not himself.

07/31/2012 Communication With Charter Communications

I called Gabriel around 1:00pm to find the status of the modem watch. He told me it showed no issues with the connection. He was going to come and change out the modem again to see if it resolved the issue.

07/28/2012 Communication With Charter Communications

Tech Gabriel Florez the Supervisors assistant, set up a modem watch for our connection to be monitored every 15 minuets. He checked the connections on the pole and around the house, all looked good.

He gave me his cell number and asked I follow up with him on Tuesday.

CHARTER COMMUNICATIONS - Motorola Gateway SNMP Event Log

Each Time The MOTOROLA Gateway Has This Event.

It Updates The Previous Event With The Most Recent Event.

Thus Not Allowing A Tech To See The True Event History.

The Following Links Are The Events Before They Are Updated.

Use the back button to return to this list

Log 1

Log 2

Log 3

Log 4

Log 5

Log 6

Log 7

Log 8

Log 9

Log 10

Log 11

Log 12

Log 13

Log 14

Log 15

Log 16

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Log 18

Log 19

Log 20

Log 21

Similar Issue - Charter Forum Post

Similar Issue - Another Charter Forum Post

Similar Issue - dslreports.com Forum Post

07/26/2012 Communication With Charter Communications

Tech, Russle checked the gateway, I'm not sure for what! he found not problems. I check the SNMP Event Log on the gateway, and found it showing connection errors and follows.

Thu Jul 26 13:09:15 2012   Error (4)  Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=1c:14:48:b1:12:51;CMTS-MAC=00:1b:d5:fe:fc:b1;CM-QOS=1.1;CM-VER=3.0;

Thu Jul 26 13:09:15 2012   Error (4)  Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=1c:14:48:b1:12:51;CMTS-MAC=00:1b:d5:fe:fc:b1;CM-QOS=1.1;CM-VER=3.0;

Thu Jul 26 13:09:15 2012   Error (4)  Missing BP Configuration Setting TLV Type: 17.3;CM-MAC=1c:14:48:b1:12:51;CMTS-MAC=00:1b:d5:fe:fc:b1;CM-QOS=1.1;CM-VER=3.0;

Time Not Established  Warning (5)  DHCP WARNING - Non-critical field invalid in response ;CM-MAC=1c:14:48:b1:12:51;CMTS-MAC=00:1b:d5:fe:fc:b1;CM-QOS=1.0;CM-VER=3.0;

Wed Jul 25 07:54:22 2012   Critical (3)  Resetting the cable modem due to docsDevResetNow

Time Not Established  Critical (3)  DHCP FAILED - Discover sent, no offer received;CM-MAC=1c:14:48:b1:12:51;CMTS-MAC=00:1b:d5:fe:fc:b1;CM-QOS=1.0;CM-VER=3.0;

Time Not Established  Critical (3)  No Ranging Response received - T3 time-out

Time Not Established  Critical (3)  DHCP FAILED - Discover sent, no offer received;CM-MAC=1c:14:48:b1:12:51;CMTS-MAC=00:01:5c:22:d1:92;CM-QOS=1.0;CM-VER=3.0;

Posted the errors at the following link for Charter to review.
http://charter-communication.blogspot.com

I spoke with supervisor, JC operator# 838672, she is going to forward this to the branch supervisor again; for the I don't know how many times, at this point! I am to get a call or email in regard to solving this issue.

07/25/2012 Communication With Charter Communications

Tech, Brad replaced the NetGear gateway with a Motorola gateway, this did not solve the issue.

Amanda a Charter supervisor set up for a supervisor to come check the service today between 5pm-7pm.

07/24/2012 Communication With Charter Communications

Set up for a line issue, with tech support for 07/25/2012, 8am - 10am.

Changed contract to 30 meg service. Set up with Amanda operator#H70

Called back spoke to Tiffany to send a Cisco gateway.

07/20/2012 Communication With Charter Communications

Have not received a follow up call from Charter, called at 9:00 "5 calls due to internet dropping out" for follow up status of previous day. Spoke with Supervisor, Cory operator# LTC, he's is going to email dispatch with priority status for service today between 3-5.

Tech "Brad" had me move the gateway to the room it was originally in due to signal loss where it had been relocated. Still getting signal loss issue still not resolved, moving the gateway to the Charter coax.

Called the 800 Charter number, told all they can do is schedule another tech to look at the lines and gateway in the house.

Called John on his cell to have them send a line tech to hopefully resolve this on going issue since installation 12/7/1010!

07/19/2012 Communication With Charter Communications

Call 10:00am, to check status of 7/18/12 service call. Spoke with Brad in Internet service, operator#HLI .

Brad will contact the local dispatch office supervisor to check status. Local office will call later today to give status report.

07/18/2012 Communication With Charter Communications

I called Charter internet support for a tech to check external service on Charter's side. The tech checked the log and found constant signal loss through out the log only, dating back to the start of July, he concluded the service on Charters side needed to be checked as this seemed the issue. He spoke with his supervisor being he had not handled this type of issue before. A service call was set up to follow up on the Charter side.

I then asked to be transferred to the department to seek compensation for the sketchy service we have have since installation on 12/2010, The "GIRL" who cam on the line informed me the only compensation she could give me would be $28.00 and some change, due to records only going back to the start of July. I asked for a bump to the 30 meg service for the lack of service and insisted she speak to a supervisor to make this happen. She came back and told me no! I should discontinue my service until it was resolved! I then asked to speak to a supervisor, placed on hold for a bit, the call then just started to ring and then disconnect!

07/18/2012 Communication With Charter Communications

The tech "Russle" replaced coax connectors and a splitter, he had the office run tests and found no issues with the connection. He told me to call "John" if I had any more issues, as they would need to schedule maintenance to check the connection on the Charter side. I followed up with John when the issue continued. John called Russle, called me back to let me know Russle would follow up with me, after more then 2 hours I had no follow up. I called John and received VM, I left a message asking for follow up status… received none.

07/17/2012 Communication With Charter Communications

I relocated the gateway in the area I had my desktop in so I could monitor the lights. The unit went offline and would not came back online. I called Charter internet support, the tech had me login to the gateway, when I did it came back online. He checked the line status and fount some interference. He set up an appointment for 7/18/12.

07/13/2012 Communication With Charter Communications

Called John on his cell in the morning, he let me know he could not do anything unless I let him know the status of the light on the from of the gateway.

Called John again around 11:00 am, and left a message that I was going to run an additional 100' length of coax, to my office to monitor the modem. I ale sent the following text, "Incase my vmail is messed up you can text me about the 3.5db splitter and running an additional 100' to the bungalow... Thanks and have a nice weekend!"

07/09/2012 Communication With Charter Communications

Called for service call to resolve the cycling out issue, appointment was scheduled for 7/10/12.. The tech claimed to call "one call", did not show up for the scheduled appointment. I followed up with 4 calls to Charter during the 2 hour appointment window as well.

07/01/2012 Communication With Charter Communications

Called to set up another appointment for 7/11/12, also called 7/11/12 to let the tech know I was home and just to show up! The tech called prior to appointment, The gateway was swapped for another of the same by the tech "John". The same issue continued, I called John directly on his cell as he let me know he would come and run a new drop to the house the next day 7/12/12, issue still persisted.

07/07/2012 Communication With Charter Communications

Tech changed to a Netgear Wireless Cable Gateway CG3100D. After swap the internet service started to cycle in and out every 30 minuets or so.

07/06/2012 Communication With Charter Communications

Called to change out the modem due to not being able to login to WiFi and having to revert to a G gateway from N, due to a previous data packet loss issue from 12/2011. The service scheduled for 7/7/12 to swap to a requested Motorola gateway.