another chat with Charter Cable

I need to go through my statements to verify this. But it troubles me that the agent can give me wrong information about my account, requiring that I correct him with an actual copy of my latest bill. If I hadn’t insisted, I’d have been seriously misled.

TTC Victor : Hi, Aziz. Thank you for contacting Charter Internet Support. This is Victor. How may I assist you?
Aziz Poonawalla: Hi there
Aziz Poonawalla: I wanted to inquire about teh internet speed upgrade
Aziz Poonawalla: I currently am paying extra for 12 MBps and wanted to see if I qualified for the upgrade to 18
TTC Victor : I will be more than happy to assist you in upgrading your internet package.
TTC Victor : Please verify the service address and the Security Code. The Security Code is a four-digit number located at the upper right corner of the billing statement.
Aziz Poonawalla: sure my feb 20 statement code is XXXXXXXXXXXXX
Aziz Poonawalla: service address is XXXXXXXXXXXXXXXXXXXXXXXX
TTC Victor : Thank you. Your account has been verified.
TTC Victor : Aziz, I checked your account and you can upgrade to Charter Internet Plus 18Mbps.
Aziz Poonawalla: that is teh free upgrade, correct?
TTC Victor : The free upgrade speed was already downloaded to your account, Aziz. Your current internet package was previously 8Mbps and was automatically upgraded to 12Mbps.
Aziz Poonawalla: no, i think i am paying for 12
Aziz Poonawalla: can you verify?
Aziz Poonawalla: my internet service is 49.99 whereas 8 mbps was 39.99
Aziz Poonawalla: if i rcall correctly
TTC Victor : Yes, you are paying for 12Mbps. Aziz, your account is still being charge $39.99 for 12Mbps of internet speed.
Aziz Poonawalla: my bill says the internet service cost is 44.99 (plus 5 for modem rental) not 39.99
TTC Victor : Okay. Without the modem rental fee your internet service is only $39.99. If you will upgrade to 18Mbps your monthly bill will have an additional charge of $10.00.
TTC Victor : By the way, the modem rental fee of $5.00 is not part of your internet package.
Aziz Poonawalla: im looking at my Feb 20 statement. Charter Internet Service: 44.99 (feb 28 to mar 27)
Aziz Poonawalla: not 39.99
TTC Victor : Yes, I checked that you are paying $44.99 for the 12Mbps. However, if you will upgrade to 18Mbps it will be an additional $10.00 on your monthly bill.
Aziz Poonawalla: why do i not qualify for teh free upgrade?
Aziz Poonawalla: hello?
TTC Victor : Aziz, I checked your account, you are paying $44.99 for your Internet package since 09/20/2010. The speed of your internet package duirng that time is 8Mbps. After 01/31/2011 your internet speed was upgraded to 12Mbps without any additional charge.
Aziz Poonawalla: i see
Aziz Poonawalla: the 44.99 rate is the lowest tier of service?
TTC Victor : Yes, that’s correct.
Aziz Poonawalla: i was quite sure i was paying for higher speed than baseline
TTC Victor : If you check your previous billing statement you will see the service you are paying for.
Aziz Poonawalla: okay thanks
TTC Victor : You’re welcome, Aziz.
Aziz Poonawalla: so bottom line is that i shoudl be gettig 12 mbps now
TTC Victor : That’s correct.
Aziz Poonawalla: great. thanks for yoru help victor
TTC Victor : I’m so glad that I was able to assist you today. To recap, you chatted to upgrade your internet service and I was able to explain that your account was already upgraded from 8Mbps to 12Mbps.

One thought on “another chat with Charter Cable”

  1. Hello Otaku,

    My name is Abby Catron, and I am a Communications Specialist for Charter. I came across your blog and wanted to make sure the e-chat agent resolved all concerns and that there were no discrepancies after checking the actual copy of your latest bill. Please send an e-mail to with the name, address, and phone number on the account, as well as the best number to reach you. Also, please put “CharterAbby – Otaku Kun“ in the subject line so I can keep an eye out for the e-mail.

    Looking forward resolving your concerns,

    Abby Catron
    Communications Specialist – Charter

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