After 5 years of being continually frustrated and dissapointed with all things Charter, I finally decided to leave.  I placed my order for Direct TV yesterday and it will be installed next Saturday.  I feel liberated from the grasp of crappy service and picture quality along with rising prices each month.  My battle with Charter started long ago, back in 1998 when I lived in Trumbull.  It was one thing after another.  Cable would go out, internet would be down.  There was one time where my internet access was down for 2 weeks.  I called and called to try to get it back on track.  No luck.  I finally spoke to someone who was half way intelligent and said they are blocking me from accessing the internet because a virus that is on my PC.  What?!  So this whole time you did not tell me that.  2 weeks!  I am not sure if I ever got a credit or not.  I filed a few complaints with the BBB and was told I would get a credit - never did.  I never got credits for the movie on demand that I would order and never work.  I can't tell you how much I hate that company.  I am a very easy going person and don't generaly dislike things.  Charter makes my blood boil.

Unfortunatley for me I will still have Charter for internet and phone (surpisingly I never have any issues with these) so the frustration may still remain.

Wow..this did not happen to me but just reading it makes my blood boil.

Apparently a winner of a Charter Father's Day contest was promised a 65-inch HDTV as well as free Charter services for an entire year.   Well after getting a call that he won and confirmation that they were getting the prizes they got another call that his 65-inch TV turned into a 42-inch.  then it turned into a 19-inch.  Wow!  I hate Charter.

By Jean Cole
jean@athensnews-courier.com
On the Friday before Father’s Day, Chris Lewis was standing in the kitchen of her Limestone County home when her 15-year-old daughter rushed downstairs shrieking, “Mama! Mama! We won the big-screen TV!”

 

A few days earlier, Whitney had entered an online Father’s Day promotion by Charter Communications in which, according to the Web page, participants could win “a Giant HDTV” for “The World’s Greatest Dad – Yours!”

Participants had to describe why they thought their fathers should win the TV.

“Whitney wrote that her dad gets up every morning and works hard and comes home and works in the yard,” said Chris, who proofed her daughter’s entry. “She didn’t say he was a superhero – just someone who does what he is supposed to do. Maybe that was why she won – because she told it like it is.”

Mike Lewis, Whitney’s dad, works at First Choice Printing in Decatur, where he binds books and makes deliveries.

Charter’s Web page stated that one lucky dad would receive the grand prize – a 65-inch LCD, high-definition, flat-panel television as well as free Charter HD service and the Charter bundle, which includes Internet, cable television and telephone service. Paying the tax on the television seemed to be the only hitch. The Web page also states that four finalists would receive free Charter HD service and the Charter bundle for one year. It was June 13 when Whitney bolted into the kitchen of their Blackburn Road home to share the news with her mother. Whitney, who will be in 10th grade at Clements High School this year, had just spoken with Jeff Hatcher of Charter’s marketing offices in Alabama and Georgia. Hatcher had told Whitney he liked her entry best and that her dad had won the TV. He also spoke with Chris and told her he needed Mike’s W-9 (an IRS form used by a company to request your taxpayer identification number) and Chris’ e-mail address.

Later that day, Hatcher sent the following e-mail message to Chris confirming the win:

“CONGRATULATIONS!

“It was great to speak with you and Whitney today. I’m sure this is going to make for a great Father’s Day gift. I’ve attached the documents that we spoke of and will need to have these filled out and returned so that we can present Mr. Lewis with his prize. Also, if you can think of a couple of days/times next week that would be good for us to come out and deliver the TV, I will get with my team to verify and we’ll get your Hi-Def set up! … Thanks for entering Charter’s Father’s Day Promotion!”

After unsuccessfully trying to fax the W-9, Chris mailed it to Hatcher on June 16. She called June 20 to see if the form had arrived and was told it had not. She called again Monday and reached Hatcher on his cellular telephone.

“When I asked if he had gotten the form, he said he hadn’t gone through his mail yet. He asked if Misty Wade, his associate, had called me,” she said. “Then he started talking about the TV and said something about someone in Georgia and that the expense was too much and that they wanted to give me a 19-inch instead but that he was working on getting me a 42-inch. He said he would call his boss and call me back.”

By Thursday, Chris still had not heard from Hatcher or his office regarding the television.

“I was so disappointed, mainly for Whitney because she had been so excited,” Chris said. “Mike was angry because when I told Whitney, she cried because her dad wasn’t going to get the big TV. Now, I am getting angry because it’s just the principle of it.”

She feared Charter was going to renege on its promise.

Hatcher did not return telephone calls for comment Thursday. A message on his answering machine said he would be out of the office until June 19 but would be checking his messages. He referred questions to Misty Wade, who also did not return a call for comment Thursday. 

  Original Article

I went away for a week with my family to Cape Cod and upon coming home I find out my Cable box does not work.  It says it needs to be activated.  I shut it off do the whole tricks that Charter asks you to do and it came back on for a minute, then when i went into the DVR it shut off.  I called their lovely customer support to get it activated and they did.  Oh...now my box upstairs does not get any of the premium stations any more. 

I hate Charter.  Fios, ATT where are you!!!

Ahh..after a little muscle from Blumy..they back down.  I hate Chater so much, I wished they would get sued but I guess this will have to do.

Charter Pulls Internet Use-Tracking Program

6/25/2008

By John Voket

A little more than a month after The Newtown Bee contacted state Attorney General Richard Blumenthal about a planned cable Internet project that would target advertising to subscribers based on their on-line site visits, Charter Communications has pulled the project in all four of its national pilot locations including Newtown.

After examining documentation about the program, the state official criticized the communications conglomerate, which provides both local cable television and Internet service. Charter Communications serves nearly 40 towns in Connecticut, and has millions of subscribers nationwide.

Tuesday, the attorney general released a letter he wrote demanding the company cease plans to launch the potentially illegal practice of tracking and sharing its customers' Internet activities with third-party advertisers in Newtown.

Mr Blumenthal said the practice, apparently targeting certain consumers in Connecticut and other areas of the country as part of a pilot program, may have serious legal and privacy implications. Federal law bars cable companies from sharing subscriber information, the attorney general said.

"The arrangement raises strikingly significant questions, such as what other uses will be made of this highly sensitive information and what measures Charter Communications is taking to safeguard such information," Mr Blumenthal said. "I am very troubled about the legal and privacy implications, especially in light of longstanding federal law restricting cable company sharing of subscriber information.

Other critics of the project, including federal officials, suggested the Newtown program — one of four in the United States — would essentially be "spying" on the web-surfing activities of its customers with the apparent intent of selling that data to an online advertising firm called NebuAd for use in targeted advertising.

The tracking was set to begin in June in Fort Worth, Texas; San Luis Obispo, Calif.; Oxford, Mass.; and Newtown. When apprised of the issue by The Bee on May 20, Mr Blumenthal vowed to contact Charter officials, "and challenge them to justify this potentially illegal practice."

A letter circulated to Newtown Charter Internet subscribers in May described the program as "an enhancement" to customers'' web browsing experiences that is more customized to their interests and activities.

"As a result, the advertising you typically see online will better reflect the interests you express through your web-surfing activity," the letter continues. "You will not see more ads — just ads that are more relevant to you." The letter states that the "service" was designed to ensure that customers' privacy will continue to be protected.

But Mr Blumenthal said he was immediately suspect, a concern he reiterated at a press conference on the matter this week.

"While the Internet provides important consumer benefits, its power places significant and serious responsibility on cable companies to protect privacy," he said. "Charter is abdicating, even abrogating, this responsibility."

Mr Blumenthal said Charter Communications' opt-out provision is seriously inadequate to protect consumers because the opt-out cookie can be easily inadvertently deleted by the customer.

Within an hour of the press conference, Charter Communications announced it was discontinuing plans to run the test program, citing concerns being expressed by customers.

Charter previously said it was delaying its mid-June launch for technical reasons. This week's announcement marks the first time the company has admitted that the NebuAd deal raises concerns.

"As we do with all new service launches or initiatives, we conducted focus groups well in advance, which told us that most broadband consumers would look upon this service favorably," Charter said in a statement Tuesday. "However, some of our customers have presented questions about this service as well as suggested improvements. As such, we are not moving forward with the pilots at this time."

Charter gave no indication of when it might go ahead with the program.

According to a report in OnLine Media Daily, Digital rights groups and net neutrality advocates condemned the plan, which they viewed as more invasive than other types of online ad targeting, or serving ads to people based on their Web-surfing history. Older behavioral targeting companies only know when users visit specified sites that are part of the same network, which means they can collect only a limited amount of information.

But Internet service providers have access to users' entire clickstream data, including every site visited and every search query entered. With that much information, it's possible to compile detailed user profiles, and in some cases, identify people even without knowing their names.

And, while users can opt-out of these ad platforms, advocates question whether an opt-out mechanism will adequately protect subscribers.

NebuAd has said privacy advocates have no cause for concern because its data-gathering practices are anonymous, in that the company doesn't collect names or addresses.

"NebuAd remains committed to delivering strong value to advertisers, publishers, and ISPs while setting the gold standard for privacy in online advertising," the company said in a statement. NebuAd added that it has met with members of Congress, and intends to continue talks with the government, trade groups and privacy groups.

It has been a while since I posted anything about Charter Communications.  I have been relative quiet on that front.  After having some issues recently with a HD DVR box dying and the morons not being able to activate it, it has been quiet.  Oh I forgot, I had a tech come out about 2 months ago to fix the signal and it truned out to be the amplifier they installed was the issue...go figure.  Now they are at it again, and not just with me but my fellow Newtown-ians (or -ites).  Any case, they are spying on us when we surf the web and selling the info to companies to..get this..target us.  Terrific news...more crap we don't want.  Here is an article from the Newtown Bee

Blumenthal: Charter Internet Tracking ‘Potentially Illegal’

5/22/2008

By John Voket

State Attorney General Richard Blumenthal said this week he is strongly concerned about a "potentially illegal" test program targeting Newtown Charter Internet customers. A growing number of critics, including federal officials, suggest the program, one of four in the United States, is essentially spying on the Web-surfing activities of its customers with the apparent intent of selling that data to an online-ad firm called NebuAd for use in targeted advertising.

The tracking is set to begin in June in Fort Worth, Texas; San Luis Obispo, Calif.; Oxford, Mass.; and Newtown. When apprised of the issue by The Bee on Tuesday, Mr Blumenthal vowed to immediately contact Charter officials, "and challenge them to justify this potentially illegal practice."

"I am strongly concerned for the privacy of Newtown consumers whose personal, confidential information may be collected and sold," Mr Blumenthal said. He said the practice raises serious questions under the Federal Communications Act and under other federal laws, and "involves no clear or effective consent by subscribers."

Those questions are also being raised by federal authorities including Representative Edward J. Markey (D-MA), chairman of the House Subcommittee on Telecommunications and the Internet, and Representative Joe Barton (R-TX), Ranking Member on the House Committee on Energy and Commerce.

On May 16, those officials dispatched a letter to Charter Communications echoing Mr Blumenthal's serious concerns about the company's plans to track the web browsing habits of its customers and then disclosing this data to the ad firm. The congressmen specifically took issue with Charter's apparent plan to set opt-out "cookies" in users' computers that seem to create an undue burden on Charter Internet customers' who want to keep their browsing information confidential.

"Charter Communications' reported plans to sell information about their customers' activities online raises several red flags," Rep Markey said in a statement on his congressional website.

"Simply providing a method for users to opt-out of the program is not the same has asking users to affirmatively agree to participate in the program. These privacy issues and how this venture is consistent with communications privacy laws must be addressed before the company moves forward with this plan," Rep Markey continued.

Charter Communications is the fourth-largest cable system in the United States. According to media reports. the company is planning to start keeping track of every website consumers visit and then disclose the data to NebuAd.

Communications Act Cited

Reps Markey and Barton's letter refers to Section 631 of the Communications Act, which contains privacy provisions regarding cable operators.

The letter states: "Any service to which a subscriber does not affirmatively subscribe and that can result in the collection of information about the web-related habits and interests of a subscriber, or a subscriber's use of the operator's services, or the identification of an individual subscriber, and archives any of these results without the 'prior written or electronic consent of the subscriber,' raises substantial questions related to Section 631."

A letter circulated to Newtown Charter Internet subscribers describes the program as "an enhancement" to customers' web browsing experiences that is more customized to their interests and activities.

"As a result, the advertising you typically see online will better reflect the interests you express through your web-surfing activity," the letter continues. "You will not see more ads — just ads that are more relevant to you." The letter states that the "service" was designed to ensure that customers' privacy will continue to be protected.

"Your personal information will remain confidential and your online activity will never be linked by anyone to your individual identity through this service. The service is completely anonymous and does not collect or use any information that identifies you or your family," the letter concludes.

Harvard computer science PhD Robert Fischer, who has been following developments related to this story, contacted The Bee May 19 to express his concern. His father, Yale computer science professor Michael Fischer, was the pioneer of VoteSmart CT, a grassroots initiative that launched in Newtown, which was critical of certain computer voting machines the state was considering purchasing in 2005.

He pointed to an April feature in The Washington Post that indicates NebuAd already has agreements with Internet providers covering ten percent of US broadband customers, perhaps more than 100,000 users. While he is critical of the practice, Dr Fischer credits Charter with providing some communication with customers about the program.

"So many companies simply make changes to the fine print in their user agreements and put the monitoring into practice," he said.

The attorney general said this project should alert Internet service subscribers to be diligent in their review of service agreements and updates to those agreements that may be dispatched in emails.

"People should focus on the fine print," Mr Blumenthal said. "But companies have the obligation to provide information in clean, readable language."

Charter May Be Insulated

The attorney general said Charter may have ultimately insulated itself from exposure because it was not clear to him who may be doing the actual selling of information. A Charter spokesperson, however, told The Bee the company has an agreement with NebuAd to provide this service, and that NebuAd has the relationship with advertisers and publishers.

"But Charter bears the responsibility," Mr Blumenthal said. "There is no apparent opportunity for subscribers to firmly indicate permission to provide the information before it is monitored."

Jeff Chester of the consumer rights organization Center for Digital Democracy criticized the plan, saying it would be the first of its kind among major Internet service providers.

"Charter has moved into the front lines in the battle over ensuring privacy online," Mr Chester said. "There is a huge concern about websites and search engine companies tracking what people do."

Subscribers can opt out of the tracking, though they must provide their name and address to install an opt-out cookie on their computer. Dr Fischer said that the opt-out cookie has many drawbacks.

"Subscribers need to keep the cookie activated in every computer using the ISP, and with every user account," he said. "In my house, that means I have to keep track of 18 cookies with three computers and three user accounts."

Both Dr Fischer and Mr Chester say Charter should instead offer subscribers the ability to opt in if they want to participate.

When contacted by The Bee, Anita Lamont, a spokesperson for Charter Communications in St Louis, explained that local subscribers are being targeted for this program because the technology systems already in place in these markets are the most readily compatible with the service.

Ms Lamont likened browsing the web to "flipping through a magazine, where ads that you see are appealing and enhance the utility of the experience." She said that the NebuAd technology is not, in and of itself, a product or service but rather an enhancement to Charter's existing high-speed Internet service.

"We do have the right to update our products and services," she said. "We don't always provide customers the ability to opt-out of such enhancements/upgrades, but in this case we have established an opt-out mechanism."

Ms Lamont said the company's customer agreement incorporates a privacy policy and Accessible Use Policy, which clearly explains how Charter collects, uses, stores and/or discloses customer information. That Internet service agreement is available at www.charter.com.

Mr Blumenthal said he will likely be contacting fellow attorney generals in the other three pilot states to determine if and how they are addressing the matter.