Problem Solver: Charter Installs Grounding Wire

What if your computer equipment was damaged by lightning and you felt your internet provider was to blame? That's what one Upstate couple says happened to them. They say they couldn't get Charter to install the necessary equipment to keep them safe from electrical surges. So News Channel 7's Dianne Derby got Charter to do it for them. It's a 7 On Your Side Problem Solver.

By: Dianne Derby | News Channel 7
Published: June 03, 2008

"What I wanted them to do was come out and ground this connection where it comes into the house and feeds my computer," said Mildred Law as she stood outside of her Anderson home.

Law didn't think she was asking for much from Charter. Her computer had already been damaged by lightning and she says it was because Charter didn't install the standard grounding wire needed to protect it. She says for two months she tried to get the company to come out to her home.

"I would call they would say 'Oh, they're going to be here on Monday. You have to be home at the time'," said law. "Monday came I would call after 5 o'clock oh the scheduling button it was scheduled for the next week. This happened three times"

In the meantime 7 On Your Side sent her complaint to Charter.

"And then we got a woman in public relations and she said somebody would be here today between 12 and 1 and I will call back between 1 and 2 to make sure they come," said Law. "By two o'clock hadn't heard from either one of them."

Law says two hours later a Charter employee and a supervisor were at her house and her ground wire was installed.

When asked how she would describe Charter's customer service law replied, "There isn't any. When I try to call all I get is the automatic push this and push that button."

We asked Charter spokesperson Lizz Walker to explain the holdup but she wouldn't discuss the account with us. Instead she sent an e-mail saying, "Thanks for sending this valued customer to us. We have been in direct contact with the customer to resolve the matter. We do not discuss customers with anyone other than the customer involved."

So even though we couldn't get Charter to answer our request we did get them to answer Mrs. Law's.

If you have a complaint with Charter make sure you contact the Better Business Bureau. The BBB says Charter is typically very responsive to them making your complaint process that much easier.