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Charter Shuts Its Social Media Customer Service Down

Has the absence of Charter's social media customer service impacted you?

Sometimes, unplugging that cable, waiting two minutes, and plugging it back in just doesn't bring the connection back. Neither does kicking the box or yelling at the TV.

"Yes, robot voice, sir, I've tried all those things."

It can be maddening when the cable cuts out, especially if you've got the full package and lose your Internet connection, too.

In December, Charter Communications unplugged its social-media based customer service team called Umatter2Charter, according to Reuters.

According to its website, Charter Communications the fourth-largest cable operator in the United States. "Charter provides advanced video, high-speed Internet, and telephone services to approximately 5.2 million residential and business customers in 25 states."

Charter chose to drop service and response via Facebook and Twitter after garnering thousands of fans. Unlike Wegmans, though, Charter still does have a Facebook presence.

On its Facebook page, Charter states, "It is very important to us that Charter customers get to speak directly to representatives in a personal manner regarding any issues or inquiries, so please call 1-888-438-2427 for support, and chat with representatives at bit.ly/CharterSupport."

Charter reiterated that it was "not walking away completely from social media," and rather dismantling the customer service component associated with it, said Reuters.

Tree Hugger January 25, 2013 at 03:35 PM
Charter cable is an absolute joke, and whoever keeps negotiating their contracts with towns in this area should be ashamed of themselves. I was ecstatic when I discovered the place I was moving to had FiOS available as an alternative.
Charlene Arsenault January 25, 2013 at 08:06 PM
Paula Benoit Hogan shared on Northborough Patch's Facebook page, "Happy to share: We were Charter customers for many years but last spring were enticed into the FIOS offers by door-to-door FIOS package dealers. Cost was the only reason we decided to make the change. We had been very happy with Charter, specifically because of their good customer service. After a long, near 6 months of trouble with FIOS not working at our house, and a nightmare of trying to get help from them, they agreed to let us out of our contract without penalty. Switched back to Charter last week. The customer service, both on the phone, and during the install process was great. We had a few glitches the second day and we were able to get help, even though it was in the evening and they solved the problem immediately over the phone. Very happy to have been able to return to Charter, and now at a lower price. They even gave us a free install for coming back and also a number to call if we were ever unhappy again, in their "Retention Dept" just in case. We wished we had never switched to begin with."
Brian Northborough January 25, 2013 at 10:20 PM
I would NEVER move anywhere that did not have FiOS...it is THE best home media provider ever...No compressed pixelated HD shows because they don't run out of bandwidth...
Tree Hugger January 26, 2013 at 10:21 PM
When I was on Charter, they had a software issue with their cable boxes that caused my TV to flicker. When I explained to them that I had the same brand box, with the same version of software on Cox Cable when I lived in VA, with no issues, and that maybe they should contract whoever works on Cox's cable box software to fix their bug for them...the CSR seemed dumbfounded. I understand life is a little slower in Missouri (where Charter is based), but maybe that's exactly why they shouldn't be winning monopolistic cable contracts in New England.....

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