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Charter Cable Continues to Suck.

Posted on 2011.11.26 at 16:32
So, I do a Google search for the upcoming HBO series, More As The Story Develops, Aaron Sorkin's return to TV, and, judging by reading the leaked pilot script, a triumphant one, and Google's first suggestion is "hbogo.com." HBO Go wants me to log in with my online account login from Charter Cable. Now, Charter has a web-based log-in for billing, account changes, and so on, and based on HBO Go's login page, it would seem that was what they wanted.

So I went to try to recover that information, and was told I had to deal with Charter's online support "Live Chat."

I explain there, and the Chat rep, "Ria," asks me for a temp password to use on HBO Go's site. So I give her one. I then log into the site, find that they have no information on the series, and log out.

And suddenly my computer makes the "Oops, I can't get your e-mail" beep. This is not infrequent, Charter being the incompetent morons that they are, and usually, a second attempt logs right in and gets the mail. So I go to my e-mail, click "Check Mail," and immediately get the beep again, and the error message says, "Incorrect username or password."

Yes, that's right, Ria, the dipshit, has changed my e-mail password. So I go back to live chat, and this time get a different rep, and I explain that Ria has changed my e-mail password, and I need it changed back. I give the password that has retrieved my mail every five minutes since I moved to Pepperell, Massachusetts in 2003.

"Oh, no, sir," I'm told. "Our passwords require a minimum of {two more characters than my password has.} That password won't work on our system."

"It's worked fine on your system since 2003 until your doofus changed it. Just put it back."

I end up in chat with this one for over 45 minutes, while she says useless stuff like, "I understand your frustration" and "I apologize for your inconvenience." (No, you don't. You know how I know you don't? Because you're not doing what it takes to fix the problem.)

She tried to direct me to call the call center, and I did, but didn't let her go while I was at it. So I had about twenty minutes there of having smoke blown at me by the call center doofus and call center supervising doofus. Charter's out sourced call center is in, I think, Guatamala, but the reps are taught "unaccented English" with the thick nasal twang you get from from call centers in Central Asia, but, like the outsourced call center for Dell, they're in a box, with two levels of excalation, none of whom are empowered to actually fix their fuckups.

Although they claim to be "Very knowledgable" about how their servers work, they aren't: they don't know the difference between a policy that prevents reps from setting a password below a certain number of characters, and the server's ability to work with such a password. (I had to tell their "Supervisor" that if it were the latter, my password would have stopped working on its own years ago about six times.)

Both the phone call and the chat ended with a promise that I would receive a call-back from a manager. That was (I was interrupted while writing this) four hours ago, and no call-back yet.

So, yeah: If one of your choices for high-speed Internet is Charter, and you have another? Choose the other. I don't care if it's Three Stooges Internet, they're bound to be more competent.


empty heart on fire
solipsistnation at 2011-11-27 05:48 (UTC) (Link)
The other option is AT&T, the guys who spent months trying to get our connection not to drop when it rains.

Internet is a commodity now, with everything that implies. The days of ISPs like UltraNet or the World are long gone, alas.
Jonathan Andrew Sheen
leviathan0999 at 2011-11-28 03:27 (UTC) (Link)
Alas, indeed. They never did call back, so I moved all the e-mail that matters to a brandy-new GMAIL account.
Machiavellian Puppet Master
tjs_whatnot at 2011-11-28 03:16 (UTC) (Link)
GRRRRRRRRRRR! How annoying!

But, you know what I want to know, right? How was the script? (They removed the link you gave *sadface*) What are your thoughts on the show? When is it going to BE ON MY TV!?!?!?!?!
Jonathan Andrew Sheen
leviathan0999 at 2011-11-28 03:25 (UTC) (Link)
Oh, crap, I wouldn't know where to find it if they took it down!

It's a great script, and I can't wait to watch it!
Machiavellian Puppet Master
tjs_whatnot at 2011-11-28 03:33 (UTC) (Link)

BRB reading it all right this minute! I'm soooo jazzed for this! ♥

I asked for Sports Night for Yuletide! I hope I get a story!
Jonathan Andrew Sheen
leviathan0999 at 2011-11-28 03:42 (UTC) (Link)
I asked for Sports Night for Yuletide! I hope I get a story!

I know a guy who started up a fairly promising "Sports Night" fic a while ago, and then lost "the zone." No word yet on whether he expects to get "the zone" back anytime soon....
Machiavellian Puppet Master
tjs_whatnot at 2011-11-28 03:45 (UTC) (Link)

It will come back! In the meantime, we might get a Dan and Natalie friendship fic or a Sam/Isaac pre-show fic for Christmas! *fingers crossed*
(Anonymous) at 2011-11-28 07:10 (UTC) (Link)
I've opted to go with Vodafone (for at least the next year and a half).

I'll probably still get a Asian accent, but at least I know I could in theory climb into my car and drive to the Auckland Call centre and beat someone up (in Theory)
Jonathan Andrew Sheen
leviathan0999 at 2011-11-28 15:26 (UTC) (Link)
It's not what I hereby unilaterally declare "The Call Center Accent" I object to: It's what it means: That I've reached a hapless script-monkey, lacking the skills and the authority to solve any problems, with a single layer of phony escalation, nominal "supervisors" with no greater ability to fix things, in a box, carefully firewalled, without recourse to or communication with the organization they represent, thereby insuring that customer's concerns never actually reach them.
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