Attempt No. 1 to get Internet

Posted August 22, 2008 1:10 AM | 1 Comment

Thank you for choosing Charter Chat Live! A Customer Care representative
from Sales Support will be with you shortly.
You have been connected to CVH Natalie .
CVH Natalie : Thank you for contacting Charter Communications. My name is Natalie. How may I assist you today?
charlie gorichanaz: Hi, i need to turn on my service, and remove the $50 installation charge since I am installing myself
CVH Natalie : Do you currently have any Charter services?
charlie gorichanaz: no, i am trying to order internet only
CVH Natalie : You would not be eligible for self install. You do have to be an existing customer with at least our Expanded Basic Cable services.
CVH Natalie : Also, if Internet was going to be your only service it would be $29.99 monthly because there is a $10.00 access fee for it being your only service.
charlie gorichanaz: I have Charter Cable through my building, I pay $35 per month for that
charlie gorichanaz: but I don't pay Charter directly, I pay through the landlord
charlie gorichanaz: I want to activate my service now for $19.99/mo. I have a cable modem and everything is ready to go.
CVH Natalie : It would still be a new service through us and you wouldn't be eligible for self install and it would be the $29.99 monthly.
charlie gorichanaz: Everyone else in this building gets internet for the price I quoted
charlie gorichanaz: I am paying you for cable already
CVH Natalie : It would be the $29.99 monthly.
charlie gorichanaz: So kindly allow me to pay the price considering I am paying for cable
CVH Natalie : You do not pay Charter directly, so it would be like setting up all new service.
charlie gorichanaz: Or let me talk to a manager
CVH Natalie : One moment and I can transfer you to an advocate.
charlie gorichanaz: Thank you
CVH Natalie has left the session.
Please wait while we find an agent from the CHAT - DUMA - My Account and Billing department to assist you.
You have been connected to TTD Ian .
TTD Ian : Thank you for contacting Charter Communications. My name is Ian. How may I assist you today?
charlie gorichanaz: I want to activate new 5mbps internet service for $19.99 with self install

Currently experiencing network delays, one moment please....
Network connection re-established.
charlie gorichanaz: I want to activate new 5mbps internet service for $19.99 with self install
TTD Ian : I am sorry, but I am not from our advocate depatment. The previous representative has mistakenly transferred you to me. I am sorry for that.
TTD Ian has left the session.
Please wait while we find an agent from the CHAT - CVGS - Order Queue department to assist you.
charlie gorichanaz: Who are you>
You have been connected to CVW Jerushah .
CVW Jerushah : My name is CVW Jerushah. Thank you for contacting Charter Communications. How may I assist you?
charlie gorichanaz: What department are you in?
Currently experiencing network delays, one moment please....
Network connection re-established.
charlie gorichanaz: What department are you in?
CVW Jerushah : May I please have your complete street address including city and zip code. I'm with the sales department.
charlie gorichanaz: I want to activate new 5mbps internet service for $19.99 with self install. Are you able to do that for me?
CVW Jerushah : It does depend on how your address is listed in our billing system. If you have an account set up in your name, yes I can set it up.
charlie gorichanaz: xxxxxxxxxxxxxx
Currently experiencing network delays, one moment please....
Network connection re-established.
charlie gorichanaz: I already pay $35/month for basic Charter cable through my building, and I want to add internet for $19.99/mo with self install
CVW Jerushah : I understand. It will be just a few more minutes.
CVW Jerushah : Thank you for your patience. I do show that your apartment building does cover your cable costs however I show that there is not an account in your name. In order for me to set this up, there needs to be an account set up for you which will need to be done through your apartment building.
CVW Jerushah : Once that is set up, we can definitely get this Internet set up for you for self installation.
charlie gorichanaz: The landlord instructs tenants to set up service through Charter directly. The previous tenant in my unit did just that, and he paid the rate of someone who already pays for cable, which I do.
Currently experiencing network delays, one moment please....
Network connection re-established.
charlie gorichanaz: Please find a way to set up my account now so I can get internet.
CVW Jerushah : I apologize, there is no way for me to set this up for you without setting up cable services. I am only able to set up pay services I cannot set up services for customers whose apartment complex pay for their cable.
charlie gorichanaz: Can you please transfer me to someone who is able to help me pay you for Internet?
CVW Jerushah : Unfortunately, this is not something that we can do for you over chat. You can certainly try our customer service at 1-888-438-2427 to see if this is something that they can set up without your apartment landlord doing so.
charlie gorichanaz: Can you transfer me to a manager?
CVW Jerushah : Unfortunately, our Advocate Queue which deals with escalations is closed for the evening. They close at 11pm cst