Fun with Charter Customer Support

So, shortly after 22:00 Friday night I checked my TiVo Series3 and attempted to watch my in-progress recording of Shockwave off HistoryHD. But it was null – so going to LiveTV I get the ‘Searching for signal’ error. Checking other channels I see that 734 AETVHD, 735 HISTORYHD, and 742 MOJOHD are all giving that error – on both tuners. So I tried a reboot – the standard IT fix. No joy. Then I tried to call 1-888-GET-CHARTER – which is, appropriately, 1-888-GET-CHAR, really. I got a fast busy – repeated attempts got either a standard busy or a fast busy. That started at 22:32, and I’ve made repeated attempts, even just tried again at 23:53 – same result. So either their customer service center is offline, or they’re being hammered and all the lines are in use. Either way, not a good sign.

OK, so I turned to the web site. I normally avoid the online support because it is so much easier to explain to someone over the phone what is going on and I find it generally takes me much less time to cut to the chase and get a result on the phone. But since the phone wasn’t an option, I decided to try the online chat.

I’ll but this behind a cut since it gets long.

This is my first attempt to use the online support. It did not go well.

A representative will be with you shortly.
You have been connected to TTD Jackielou .
TTD Jackielou : Thank you for contacting Charter Communications. My name is Jackie. How may I assist you today?
Mr MegaZone: I was wondering if there is a service outage – I’ve lost most of my HD channels, and 1800GETCHARTER seems overwhelmed – fast busy when I dial.
TTD Jackielou : I’m sorry to hear that. I would be more willing to assist you with your HD channels issues. Afterwards, I will take a look at your services to make sure that Charter is meeting your needs.
TTD Jackielou : For me to assist you further, as well as for account security reasons, may I please have your complete name, the last four digits of the account holder’s Social Security Number, security code, the service address, and the telephone number on the account?
Mr MegaZone: Name: MegaZone, Last 4: xxxx, security code – I think that’s xxxx, address xxxx, and phone is xxxx I believe
TTD Jackielou : Thank you for the information. One moment please while I pull up your account.
TTD Jackielou : Thank you for patiently waiting.
Mr MegaZone: No problem
TTD Jackielou : There doesn’t seem to be any problem with your account. There is also no outage in your area.
TTD Jackielou : May I know what HD channels you are experiencing a problem?
Mr MegaZone: Well, then I suspect my CableCARDs lost auth since it is just select channels. Off hand A&EHD, HistoryHD, MOJOHD – and I believe some others, I’m going through them all now.
TTD Jackielou : Okay, let’s try to do the basic troubleshooting. Kindly unplug the power cord of the box from the power outlet, wait for 30 seconds then plug it again. Please inform me immediately if it has corrected the problem or not so I can send a signal to your box. May you also provide me with the serial number of the box? It should start with SA located at the back, bottom or side of it.
Mr MegaZone: I don’t have a cable box.
Mr MegaZone: I have CableCARD
Mr MegaZone: I have a TiVo Series3 using CableCARDs – and I did try rebooting the box, but it didn’t resolve it.
TTD Jackielou : As I checked here in your account you have a cable box.
TTD Jackielou : May I know if this problem also happening with a cable box?
Mr MegaZone: I do have an SD cable box in the bedroom – but since it is SD I can’t tune the missing channels on that box.
TTD Jackielou : Okay. Let’s try the basic trouble shooting with your cable box, please.
Mr MegaZone: Hmm, going through the channels it looks like it may actually just be those three channels – and they’re contiguous in the lineup.
Mr MegaZone: Okay, the cable box seems ro be working fine – what would you like me to do?
TTD Jackielou : Let’s try to do the basic troubleshooting. Kindly unplug the power cord of the box from the power outlet, wait for 30 seconds then plug it again. Please inform me immediately if it has corrected the problem or not so I can send a signal to your box. May you also provide me with the serial number of the box? It should start with SA located at the back, bottom or side of it.
Mr MegaZone: How is rebooting the SD cable box in the bedroom, which doesn’t have any error, going to affect the CableCARDs in the TiVo in the livingroom which are missing HD channels? I’ll go reboot the box, but I don’t see the connection. Back in a few minutes, it is on the other side of the house.
TTD Jackielou : Okay.
TTD Jackielou : Please let me know if you are still connected to the chat session at this time.
TTD Jackielou : Due to the current inactivity length, this session will be closed. If you have additional concerns or need additional assistance, please do not hesitate to initiate a new chat session.
TTD Jackielou : Thank you for choosing Charter Communications. Answers to frequently asked questions and self-help options can be found by looking in the “Customer Help” menu at www.charter.com. If you have further questions, please chat with us again. Our chat support is available from 7:00 AM through 1:30 AM central time, 365 days a year. Have yourself a great day!
If you require further assistance, go to www.charter.com/contact
Your session has ended. You may now close this window.

OK. This seems to be someone stuck in a script and unfamiliar with CableCARD. I have a problem with HD channels on my TiVo with CableCARD – and you want me to mess with the SD cable box in the other room? What will that prove? The channels that aren’t working can’t be tuned on that box, ever. I knew it was pointless, but I decided not to fight it and just humor her by doing as she requested, figuring it wouldn’t fix anything (of course) and we could just move past it and get to the real problem.

Only, after saying I’d be a few minutes, I come back to find myself disconnected! That’s a nice customer experience right there.

So then I steamed a bit, calmed down, and tried calling some more – with no luck. So I resigned myself to diving into online support once again. This time this went a bit better.

A representative will be with you shortly.
You have been connected to TTD Sheryl .
Mr MegaZone: Hello
TTD Sheryl : Thank you for contacting Charter Communications. My name is Sheryl. How may I assist you today?
Mr MegaZone: Hello – I seem to have lost three of my HD channels – A&EHD, HistoryHD, and MOJOHD. But is seems just those three. I was talking with rep Jackielou a few minutes ago but we got disconnected.
Mr MegaZone: This is on a TiVo Series3 using CableCARD
TTD Sheryl : I do apologize for the inconvenience. May I please if Jackie had sent a signal to your cable cards?
Mr MegaZone: No, not yet.
TTD Sheryl : Okay.
TTD Sheryl : In order to assist you better, may I please have your full name, address, your phone number registered on the account, account number, the last four (4) digits of your Social Security Number, and the security code for verification purposes?
Mr MegaZone: Name: MegaZone, Last 4: xxxx, security code – I think that’s xxxx, address xxxx, and phone is xxxx I believe
TTD Sheryl : Thank you.
TTD Sheryl : May I please know if you’re not getting these channels in all of your cable cards?
Mr MegaZone: I only have two cards currently in service, both in the same TiVo – and neither tuner is receiving those channels.
Mr MegaZone: There are 4 cards on my account, but two of them aren’t currently being used – I had a second TiVo but it is not installed right now.
TTD Sheryl : I see. SinceWEre you able to view these channels previously?
TTD Sheryl : I see. WEre you able to view these channels previously?
TTD Sheryl : May I please have the channel numbers?
Mr MegaZone: I think HistoryHD was working earlier today, let me double check the last time I recording something from that.
TTD Sheryl : Sure.
Mr MegaZone: Sure – 734 (A&EHD), 735 (HistoryHD), and 742 (MOJOHD)
TTD Sheryl : Okay. Thank you.
TTD Sheryl : We will do basic troubleshooting.
TTD Sheryl : One moment please while I get the instruction from my tool.
Mr MegaZone: ok
Mr MegaZone: Hmm, the last recording I see that I know was successful was 8AM Thursday, 5/22. From 8-10AM. So I know HistoryHD was working then. Still looking to see if I had anything else record between then and now – I caught it at 10PM tonight when a scheduled recording failed due to there being no signal.
TTD Sheryl : Please try the troubleshooting steps which can be found at this link: http://www.charter.com/customers/support.aspx?supportarticleid=1868
Mr MegaZone: That looks like the last I can 100% confirm the channel was working – nothing was set to record after that until tonight.
Mr MegaZone: OK, let me bring that up.
TTD Sheryl : If it doesn’t work, we will send a signal to it.
TTD Sheryl : Thank you.
Mr MegaZone: OK, I tried a reboot earlier, but i hadn’t tried to remove, reboot, then re-seat the cards so I’ll do that. It’ll take a few minutes.
TTD Sheryl : Okay.
Mr MegaZone: okay, doing the first restart
TTD Sheryl : Okay.
Mr MegaZone: sorry, it takes a couple of minutes for it to reboot
TTD Sheryl : Sure. No problem.
TTD Sheryl : Please let me know if you are still connected to the chat session at this time.
Mr MegaZone: It’s taking longer than normal, sorry about that.
Mr MegaZone: Ah, looks like it is finishing the first restart now, let me check the channels
TTD Sheryl : Sure.
Mr MegaZone: No joy with the power cycle, moved on to restarting without the cards, then I’ll reseat them and restart with them again.
TTD Sheryl : Okay.
TTD Sheryl : Please let me know if you are still connected to the chat session at this time.
Mr MegaZone: Yep. :-)
TTD Sheryl : Okay.
Mr MegaZone: OK, rebooted with no cards, basic services work
TTD Sheryl : Okay.
TTD Sheryl : Will I send a signal already?
TTD Sheryl : Is the cable card already in place?
Mr MegaZone: Cards back in, the unit is rebooting
TTD Sheryl : Okay. Sir, please tell me if I will have to send the signal already. Thank you.
TTD Sheryl : Okay. Sir, please tell me if I have to send the signal already. Thank you.
Mr MegaZone: I’ll let you know as soon as it is back up.
TTD Sheryl : Thank you.
Mr MegaZone: Sorry that it takes so long to complete a reboot…
TTD Sheryl : It’s alright.
TTD Sheryl : Please let me know if you are still connected to the chat session at this time.
Mr MegaZone: Yes
Mr MegaZone: And it is back up… and the channels still aren’t working. Looks like it is time for the signal.
TTD Sheryl : Okay.
TTD Sheryl : One moment please.
TTD Sheryl : I have already sent a signal to your cable card. Please allow to refresh setup completely at the maximum of 30 minutes. However, if the problem is not solved, please contact us again to set up a service call.
TTD Sheryl : Is there anything else I can assist you with today?
Mr MegaZone: So give it 30 minutes and if it isn’t working setup a call? OK. And no, that was all. Thank you.
TTD Sheryl : Yes, that is correct.
TTD Sheryl : You are very much welcome. Thank you for choosing Charter Communications. Answers to frequently asked questions and self-help options can be found by looking in the “Customer Help” menu at www.charter.com. If you have further questions, please chat with us again. Our chat support is available from 7 AM through 1:30 AM central time, 365 days a year. Have a great day!
If you require further assistance, go to www.charter.com/contact
Your session has ended. You may now close this window.

Sheryl was much more helpful and patient, and she seemed to understand CableCARD – at least she didn’t ask me anything about the cable box or send me off to do pointless things to it.

Unfortunately, here we are over and hour later and the channels still aren’t working. So I guess I’ll be setting up a service call. Here we go:

A representative will be with you shortly.
You have been connected to TTD Marifi .
TTD Marifi : Hello, my name is Marifi. Thank you for contacting Charter. How may I help you today?
Mr MegaZone: Hello – I need to setup a service call. I’ve lost three HD channels on CableCARD and I worked with a rep earlier. She told me that if they didn’t come back in 30 minutes to setup a call.
TTD Marifi : I will be happy to help you out with your concern. Afterwards, I will take a look at your services to make sure that Charter is meeting your needs. I will also inform you about the Charter bundle.
TTD Marifi : For me to assist you better, may I please have your full name, the last four digits of your Social Security Number, and the telephone number registered on the account?
Mr MegaZone: And it has been more like 90 minutes now. Sure
TTD Marifi : I am sorry about that.
Mr MegaZone: Name: MegaZone, SSN xxxx, phone xxxx
Mr MegaZone: No problem.
TTD Marifi : Thank you for the information. Please give me a moment to pull out your account. By the way, am I chatting with the account holder?
Mr MegaZone: Yes
TTD Marifi : Thank you. One moment, please.
TTD Marifi : Is the number listed on your account the number we should call you on the day of your appointment, or is there any other number we may reach you at, on the day of your appointment, as we now offer a call-ahead confirmation to ensure that we meet our scheduled appointment with you?
Mr MegaZone: xxxx would be better, that’s my cell
TTD Marifi : Thank you. One moment, please.
TTD Marifi : Thank you for waiting. The earliest possible schedule for you is on 05/24, between 1pm to 3pm. Is that okay with you?
Mr MegaZone: Tomorrow? Sure.
TTD Marifi : Please remember that an adult must be at home during the appointment and have access to all areas of the premises. Also, if you have any pets, please have them restrained. If for any reason you will not be available for your appointment, please be sure to contact us back to reschedule. Is there anything else I can assist you with today?
Mr MegaZone: No,that was all – I’ll be home tomorrow, 5/24 between 1 and 3. Thank you.
TTD Marifi : You are welcome.
TTD Marifi : Thank you for choosing Charter Communications. Answers to frequently asked questions and self-help options can be found by looking in the “Customer Help” menu at www.charter.com. If you have further questions, please chat with us again. Our chat support is available from 7 AM through 1:30 AM central time, 365 days a year. Have a great day!
If you require further assistance, go to www.charter.com/contact
Your session has ended. You may now close this window.

I’m actually stunned – tomorrow? Not a week from now? I must’ve hit the jackpot. Now I just hope they show up – the last time I needed a visit they blew me off four times before I went into the local office in person and talked to a manager. No show, no call – nothing, just failed to arrive. The explanation I finally got was a miscommunication within Charter, the server dept kept marking the ticket as completed or something like that so they never dispatched anyone from the local office.

I’m hoping it is just some kind of signal issue.

About MegaZone

MegaZone is the Editor of Gizmo Lovers and the chief contributor. He's been online since 1989 and active in several generations of 'social media' - mailing lists, USENet groups, web forums, and since 2003, blogging.    MegaZone has a presence on several social platforms: Google+ / Facebook / Twitter / LinkedIn / LiveJournal / Web.    You can also follow Gizmo Lovers on other sites: Blog / Google+ / Facebook / Twitter.
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  • Brian Purcell

    Thanks for posting all that. LOL, that was hilarious. I especially loved forcing you to reboot your non-hd cable box to try and fix hd issues. I’ve tried online chat before with Comcast, and detest it with a passion.

  • http://vincea.livejournal.com Vince

    This must be the week for CableCard issues. I had trouble starting Monday night. I’ll just paste a few emails I sent to the Cablevision Digital mailing list here to give you a flavor for my week (note: The ‘Wilt’ mentioned is CV’s retired or retiring VP of engineering that reads the mailing list and many times sets things right):

    Monday night my TiVoHD started complaining about its CableCards (errors
    161-0 & 161-1) so I called for support. The tech on the phone was nice but
    ultimately unhelpful since she wasn’t too familiar with my setup. She was
    kind enough to setup an appointment for my house Tuesday AM. My wife let the
    guy in and showed him the TiVo. He’d never worked on one or with CableCards
    so wasn’t familiar with the fact that there are two tuners. He left without
    helping.

    I called back yesterday afternoon and the level one tech guy transferred me
    to “HD support” and I talked to a Manny who was familiar with TiVo &
    CableCards but he couldn’t help remotely so told me he’d schedule an
    appointment for me with a field tech that knew about CableCards & TiVos.

    Fast forward to this AM… my wife called to tell me that the tech from
    yesterday called and he’s on his way to the house with two new CableCards.
    I’m not sure but it doesn’t sound like things are going to end well.

    I’m just a little frustrated in advance because Manny just about promised to
    send the right guy for the job. If the ‘right guy’ couldn’t come at the
    appointment time I’d rather wait for him/her than get someone unfamiliar
    with things. No insult to the guy showing up but if they’re out of their
    comfort zone I’d prefer them to learn on someone else’s stuff

    UPDATE: Visit #2 resulted in no results. I will take some blame for having a
    little bit of a complex setup (two TiVos – a Series 2 & a TivoHD on
    different inputs, one TV, etc) but my wife offered to put me on the phone
    with the guy to fill him in on some details but he refused. So, I’m in the
    same state as Monday & Tuesday

    I got a call back from a supervisor and she set an appointment from 2-5
    today when I’d be home. My wife got a call a few minutes ago from a guy who
    said he’d be there in 15 minutes (not between 2-5). I told her to tell the
    guy to come back at 2. Not sure how well that’s going to fly. I may end up
    working from home tomorrow to deal with this in person. We’ll see.

    Yes, we are incredibly lucky to have Wilt around here. I just didn’t want to
    abuse his kind nature and go directly to him with this. I’m trying to work
    through the system and not around it.

    - The supervisor/tech/whatever installed a new 3 way splitter
    outside my house while he was waiting for my TiVo to restart

    - He installed new CableCards in the unit and tested it to make
    sure both tuners were working fine

    - He left minutes before I arrived home but he mentioned to my wife
    if there was any more trouble I should call TiVo. Of course, if there’s more
    trouble I’ll follow the usual trail of troubleshooting which might lead me
    into CV’s territory

    As a follow-up I got an email from someone in Corporate Engineering at CV
    who seems to track CableCard and TiVo issues. So, it seems people from
    above, beyond our guardian angel Wilt, are listening to our troubles and are
    out there to help.

  • http://www.zatznotfunny.com Dave Zatz

    Charter sounds a lot like Comcast.

    On one of my 3 CableCards, I lost the digital tier (not sure when). But I’m not calling it in since I might lose something else or have my bill increase in the process – which has happened before.

  • http://mark_tv.livejournal.com/ MHA

    Can’t wait to see if they show up today.

  • Tony

    MZ-

    I didn’t read the entire post, but I too tried to record last night on HistoryHD and nothing- I went to my now playing this evening to watch something I recorded overnight and it wasn’t there. In my recording history it said “TiVo HD is not authorized for this channel, the program was not purchased, or the program was not available in your local area” and I just checked… and I don’t have HistoryHD signal. All of this is on the great cable company of Comcast.

    Don’t know if this helps, but thought I’d let you know.

    Also, I have to call Comcast about once a week and have them send a signal to my CableCARD(S) to get all my channels. Typically the card(s) will go out and I will only receive network channels.

  • Tony

    I AM getting History HD.

    I checked the channel on my CableCARD that is only showing my network channels currently.

    Yes, very annoying to have one fully functional card and one with only network channels.

    Sorry about the mix-up.

  • Geemer

    Wow, Charter in your area gives you HistoryHD and A&E HD? Charter where I am in the DFW area only offers some of the local HD channels, the HD movie channels, TNT HD, Mojo HD, 2 HDNet channels, Discovery HD, and that’s it. No History or Food Network or A&E etc.

    My Series3 has had moments where it has lost the HD channels. Usually a reboot of the TiVo makes it all work again. I dread ever calling for support because of exactly what you encountered. I have had the exact same experience with them suggesting that I restart an SD cable box in another room when I was reporting an HD issue.