Direct Charter Support

[Umatter2Charter]

Hello everyone! My name is George and I'm a member of Charter's Umatter2Charter Social Media team. Even though we haven't been responding we have been tracking this forum for some time. We want to maintain consistency on this site, so we are offering a single point of contact.

WE ARE NOT GOING TO LEAVE YOU HANGING. We’re here to listen, we’re ready to help when needed, and we’re here to support the Charter Bundle! (Charter’s video, Internet and Phone services). I will be on here nearly every day, and if I can't fix it myself I will get you whatever help you need. Feel free to contact me through a PM or email us at Umatter2Charter_AVS@chartercom.com if you are experiencing service issues or have questions.

It's nice to meet everyone!

 

[waltinvt]

I have Charter Digital (HD) + premiums + one of the higher tiers of Internet (Plus I think). We have 1 HDTV with a TiVo premier and another that still uses Charter's SA8300HD box. The TiVo box is far superior to the SA box in every respect but there's one problem: Charter won't allow it to receive any or the "on demand" channels. Why is this and is there any way around it?

My second issue is TiVo has the ability to transfer recorded programs to the home network and when I first got the TiVo, almost everything was transferable. A very short time after I installed the TiVo, Charter started restricting everything except the main broadcast networks. I mean everything! I've been told that only a few cable networks are insisting on this, so why id Charter doing it with all of them?
Thanks,
WaltinVt

 

[Umatter2Charter]

Hello WaltinVt,
Thanks for coming to us with these questions! At this time, Digital CableCARDs leased from Charter installed into 3rd party peripherals (such as TiVo) do not support interactive services such as VOD, iPPV, and the Interactive Program Guide. This is because CableCARDs are a one-way technology and in order to support two-way communication there would need to be additional hardware not available in retail TiVo's. Unfortunately, there is no way around this.
In regards to transferring programs to the home network, to maintain and comply with programming contractual requirements, Charter imposes the industry standard copy capabilities of digital services. Copy Control Information (CCI) limits the ability of Charter Digital customers to copy programming in other formats. The use of CCI reduces illegal duplication and distribution of movies, sporting events, and other entertainment content. Some content may be copied freely, copied once, or copied never as you have noticed. We cannot speak to how other cable networks use CCI.
Please let us know if there's anything else we can answer for you today!
Thank you,
Abby Catron
Senior Communications Specialist - Charter
Umatter2Charter@chartercom.com
http://www.charter.com/Umatter2Charter

 

[waltinvt]

Hello WaltinVt,
Please let us know if there's anything else we can answer for you today!
Thank you,
Abby Catron
Senior Communications Specialist - Charter
Umatter2Charter@chartercom.com
http://www.charter.com/Umatter2Charter

Well since you asked ;-)........We have the "Plus" tier internet service and recently it's had a lot of problems. We're a high bandwidth household with many online computers, Streaming HD, multiple online game consoles, WiFi laptops and smartphones, etc so went to a higher tier service and in an effort to improve quality, a month ago replaced our CM100 with a leased Docsis 3.0 (Ubee) modem from Charter. I already had purchased a Netgear N600 router, so I figured we be in good shape..

Since the new modem things have steadily gotten worse until a week ago it stopped entirely. Being a Sunday, I called the 800 number instead of the local office and they assured me there were no reported problems in my service area and it must be something in my house. After an hour he finally had me replace Ubee with my old CM100 (which worked) and then they sent a local tech out Monday to check it out or replace it.

The local tech told me the modem was fine and that Charter had been dealing with an ongoing (on & off) "ingress" issue in my area for a long time and that the new Docsis 3 modems were the ones most affected. This was over a week ago and as of right now the problem is still not fixed. I'm beginning to wonder if they know what they're doing out there. They keep telling me it's an "Ingress" problem but they just haven't been able to isolate the source. Does this sound right?

 

[waltinvt]

Well since you asked ;-)........We have the "Plus" tier internet service and recently it's had a lot of problems. We're a high bandwidth household with many online computers, Streaming HD, multiple online game consoles, WiFi laptops and smartphones, etc so went to a higher tier service and in an effort to improve quality, a month ago replaced our CM100 with a leased Docsis 3.0 (Ubee) modem from Charter. I already had purchased a Netgear N600 router, so I figured we be in good shape..

Since the new modem things have steadily gotten worse until a week ago it stopped entirely. Being a Sunday, I called the 800 number instead of the local office and they assured me there were no reported problems in my service area and it must be something in my house. After an hour he finally had me replace Ubee with my old CM100 (which worked) and then they sent a local tech out Monday to check it out or replace it.

The local tech told me the modem was fine and that Charter had been dealing with an ongoing (on & off) "ingress" issue in my area for a long time and that the new Docsis 3 modems were the ones most affected. This was over a week ago and as of right now the problem is still not fixed. I'm beginning to wonder if they know what they're doing out there. They keep telling me it's an "Ingress" problem but they just haven't been able to isolate the source. Does this sound right?

Bumping because it's been 6 weeks with no response and you DID say you'd be monitoring this forum...................................

 

[isaacmorseMI]

Bumping because it's been 6 weeks with no response and you DID say you'd be monitoring this forum...................................

You'd be much better off getting ahold of them on Twitter. Obviously they haven't been monitoring SatGuys lately.

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