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Why Our Internet Delivery Service is Broken – A Tale of Woes With Charter Communications

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Why Our Internet Delivery Service is Broken – A Tale of Woes With Charter Communications

How many cable guys does it take to offer me with Internet provider? It sounds like the beginning of a “light bulb” funny story, but this query is pretty real for me. Turns out to be somewhere north of a dozen. I moved into my new workplace two weeks ago, but it took until the day before today to get the Internet became on there singapore address database. Turns out a aggregate of things, aided by using a few weird complications from Charter, my cable provider, caused the postpone.

At the center of my problems became my workplace changed into the use of a new street cope with that wasn’t in anyone’s database – inclusive of the Post Office. It took numerous cellphone calls to find the right character within the City of St. Louis – now not exactly your high-quality example of efficient government beneath most situations – earlier than that became fixed. I assume. The PO updated their database, but it took multiple weeks earlier than I may want to go in to CompuServe and spot it for myself. Why? Because speedy transport of Web facts isn’t inside the PO’s motto.

It is notable to me that we’ve got such negative Internet delivery in 2010. Back when broadband meant getting 56k ISDN, the phone corporations dominated the roost. You may want to get T1s for heaps of dollars, however you can get them just about everywhere you could string a twisted pair of copper wires. Now the us is well down on the list of nations that have lots of broadband to be had to their citizens – indeed, China has greater Internet customers than we have total populace now. And Singapore is placing megabit connectivity anywhere. What passed off?

Part of the problem is that we’ve the surely worst communications customer service entities to deal with. They solution the call with “we need to offer you with advanced carrier these days” and make an apology after they do not deliver, but they never take ownership of the customer. They cannot marshal the field sources to discover and connect problems in their wiring plant. And for communications companies, I was surprised at how often my name turned into dropped after being on keep for many mins. Come on, human beings, this isn’t always rocket technology. (And given the state of NASA, I am no longer certain that is a suitable assessment either.)

Having cable and speak to groups compete for Internet access hasn’t helped the consumer either. I attempted to order just a normal land line from AT&T (who is my nearby telephone provider right here) but became told repeatedly that my cope with wasn’t in their database. Back to the PO problem. When the AT&T technician coincidentally showed up at my office the previous day, he claimed he couldn’t supply me service due to the fact I ordered my phone using a nearby address. Yet after spending an hour at the telephone with his supervisors, he managed to supply dial tone to my office. Thanks, Roger, I appreciate that tenacity. But why inform me you can not do it after which you may?

Meanwhile, Charter took several visits with an ever-changing forged of characters. One time I got the guy that genuinely laid the cable along the road and in my rental improvement – he added a map showing in which the traces went. While that changed into encouraging, problem turned into, one among them wasn’t linked nicely. That introduced out some other man who installed certainly one of my lacking hyperlinks. Then some other female came (who turned into the maximum wonderful tech among my group) and advised me that I was lacking a “faucet”. That took a person else to install the faucet. Why could not she install it herself? What, they’ve a tap professional? Someone else had to locate the right man or woman with a key to open the box that the tap went in. I am not making this stuff up. Then I eventually had two men the previous day that clearly needed to discover my line and hook things up. At least they got here with the important thing.

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All at some stage in this manner, I Tweeted and referred to as various Charter people, trying to plead my case. At one point, I sincerely attempted the live chat characteristic on their Web web site, however that become agonizingly gradual and like speaking to a six-12 months antique infant. There was one lady in their call center in South Carolina, she did take a few possession of my problem but failed to appear completely in contact with the group at the grounds around my workplace. It shouldn’t be this hard. If we’re going to turn out to be a primary-world Internet united states, we want higher broadband providers who can take customer support to new highs, now not new lows.
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