Kitchens Are Monkey Business: Rosie's Hate/Love Relationship With Charter Continues.

Sunday, April 8, 2012

Rosie's Hate/Love Relationship With Charter Continues.

Whenever I post about Charter Communication's service,

I usually have a title or a tag-line along the lines of
"You Suck Charter" or "Charter Sucks."

Charter apparently has Google Alerts set up for stuff like that

and they always get back to me on my blog.

Props to Charter.

Last week I turned to the Cooking Channel, #153,

to watch Nadia G's Bitchin' Kitchen

and all I got was a black, silent screen.

See my post about it here.

I called Charter and a techie was dispatched.

When the Charter techie arrived at the appointed time on Wednesday,

I turned the TV to channel 153 and, of course,

it was working perfectly fine.

Can't fix something that ain't broke.

FF to Wednesday morning.

I've got the Cooking Channel on

and all of a sudden, the channel goes black.

Again.

Here's our ongoing email conversation
(Between Rosie and Charter) :

Sent: Sunday, April 01, 2012 6:26 PM
To: Umatter2Charter
Subject: CHARTERDYLAN - BLOGGER

Rosie Hawthorne here.

My Bitchin Kitchen on 153 is not on. I have black on 153.

Please fix it. And everything else I probably don’t know about.

Acct #xxxx xx xxx xxxxxxx

Security code xxxx

Umatter2Charter

Subject: RE: CHARTERDYLAN - BLOGGER

Rosie,

Sorry to hear about the black screen on channel 153. I have sent a refresh signal to the DVR if the channel does not come back in 10-15 minutes please reset the DVR by the reset button or the power source. Let me know if this helps.

Thanks

Sent: Monday, April 02, 2012 7:35 AM
To: Umatter2Charter
Subject: Re: CHARTERDYLAN - BLOGGER

I reset, but still don’t get channel 153.

Tech showed up on Wednesday, April 4.

Sent: Thursday, April 05, 2012 3:40 PM

Umatter2Charter

Subject: RE: CHARTERDYLAN - BLOGGER

Rosie,

I wanted to follow up. How are the services? Let us know if we can help in the future.

Thanks

From: rosiehawthorne [mailto:rosiehawthorne@gmail.com]
Sent: Thursday, April 05, 2012 3:00 PM
To: Umatter2Charter
Subject: Re: RE: CHARTERDYLAN - BLOGGER

When the tech arrived yesterday, I turned it to channel 153 and it was suddenly working. This morning I was watching it and it went black again.

Sent: Thursday, April 05, 2012 5:46 PM
To: Umatter2Charter
Subject: Re: CHARTERDYLAN - BLOGGER

Now I have channel 153. Go figger.

From: Umatter2Charter

Sent: Thursday, April 05, 2012 7:02 PM

Rosie,

I understand, let us know if we can help in the future.

Thanks

Sent: Thursday, April 05, 2012 7:47 PM
To: Umatter2Charter
Subject: Re: CHARTERDYLAN - BLOGGER

I don’t think you do understand.

I’m paying for a particular channel that I like to watch and I have haphazard reception.

This is not acceptable service.

Rosie,

I understand, I have offered another tech visit? You have not stated if you wanted us to setup a visit or not?

Thanks

Rosie here. I had to laugh at this point because I got two "I understand"s in a row and it reminded me of Charlie Harper on Two and A Half Men when he manipulates people by solemnly saying, "I understand." His empathy is faux.
I understand.

From : Umatter2Charter
Subject : RE: RE: CHARTERDYLAN - BLOGGER

Rosie,

That is not good. Did you want to setup another tech visit? What error message are you getting on channel 153?

Thanks

From: rosiehawthorne [mailto:rosiehawthorne@gmail.com]
Sent: Thursday, April 05, 2012 3:53 PM
To: Umatter2Charter
Subject: Re: RE: RE: CHARTERDYLAN - BLOGGER

No error message. The screen is black.

From: Umatter2Charter
Sent: Thursday, April 05, 2012 4:14 PM
To: rosiehawthorne; Umatter2Charter
Subject: RE: RE: RE: CHARTERDYLAN - BLOGGER

Rosie,

That is interesting, I am not seeing any issues in the area with the Cooking Channel. Did you want to setup another tech visit to investigate?

Thanks

Please see earlier correspondence.

Thanks

Sent: Thursday, April 05, 2012 8:08 PM
To: Umatter2Charter
Subject: Re: CHARTERDYLAN - BLOGGER

If you think a tech can help, I would like to request Andrew again, ID #xyzq.

But if the channel is working when he shows up again, can he find what’s wrong with it?

The channel goes completely black and no sound. I was watching it this morning when it did it.

When it’s out, if you put in “153” it takes a longer time for the channel to come on. At first the blue info box at the bottom of the screen comes on with info about the program, then it all goes black. What do you think?

Thank you for your help.

Rosie

From: Umatter2Charter

Sent: Thursday, April 05, 2012 9:14 PM

To: rosiehawthorne; Umatter2Charter

Subject: RE: CHARTERDYLAN - BLOGGER

Rosie,

I can request Andrew no guarantee it will be him again but it could be. Two things it could be: Is it happening on both DVR’S or just one for channel 153? If it is happening on both boxes it may be a signal issue which we will for sure need a tech out to check the signal. If it just happens on one box it maybe the box and we may just need to swap out the box that it occurs on. We can setup a tech visit to swap out the DVR or you can bring into local office to swap out.

Thanks

Sent: Thursday, April 05, 2012 8:42 PM
To: Umatter2Charter
Subject: Re: CHARTERDYLAN - BLOGGER

Happens on both boxes.

From: Umatter2Charter

Sent: Thursday, April 05, 2012 9:45 PM

To: rosiehawthorne; Umatter2Charter

Subject: RE: CHARTERDYLAN - BLOGGER

Ok, sounds like to me a possible signal issue and we would need a tech even it is working to check your signal coming into the home. When is a good day?

Thanks

Sent: Thursday, April 05, 2012 9:01 PM
To: Umatter2Charter
Subject: Re: CHARTERDYLAN - BLOGGER

The sooner the better. When can you send someone? I can be here anytime.

I thank you again.

From : Umatter2Charter
Subject : RE: CHARTERDYLAN - BLOGGER

Rosie,

No problem, would tomorrow 5-7pm work?

Thanks

Iheoma Osuegbu | Social Media Specialist |

941 Charter Commons Drive, Town & Country, MO 63017\\

From: rosiehawthorne [mailto:rosiehawthorne@gmail.com]
Sent: Friday, April 06, 2012 9:56 AM
To: Umatter2Charter
Subject: Re: RE: CHARTERDYLAN - BLOGGER

5-7 works fine. Thanks. Channel 153 is working now.

From : Umatter2Charter
Subject : RE: RE: CHARTERDYLAN - BLOGGER

Rosie,

That is good to hear that it is back working. Did you want us to keep the appt for this evening to check the signal?

Thanks

Iheoma Osuegbu | Social Media Specialist |

941 Charter Commons Drive, Town & Country, MO 63017

From: rosiehawthorne [mailto:rosiehawthorne@gmail.com]
Sent: Friday, April 06, 2012 4:49 PM
To: Umatter2Charter
Subject: Re: RE: RE: CHARTERDYLAN - BLOGGER

Tech has already been here. He got the frequency of the channel. Still working. Thanks for your help.

Rosie,

No problem, glad to help! Let us know if you have any questions in the future.

Thanks

Iheoma Osuegbu | Social Media Specialist |

941 Charter Commons Drive, Town & Country, MO 63017

To Umatter2Charter;

------ Original Message ------

Hello again.

I’m having more problems now.

With my email.

I just received three emails from the same person which were sent on April 3.

------ Original Message ------

Hello Rosie,

I’m sorry the e-mails didn’t come in sooner. I do want to clarify so that we are on the same page. Have you received other e-mails in that time? Has this happened before where you haven’t received e-mails the day they were sent? Were they all from the same e-mail address? Do you access your e-mail through our web page on www.Charter.net or do you use a client such as Outlook? With these answers we can more aptly pinpoint what caused the delay.

Thanks,

John Mattingly | Social Media Specialist

941 Charter Commons Dr, Town and Country, MO 63017

http://www.charter.com/Umatter2charter

To: Umatter2Charter
Subject: charterdylan - blogger

Sent: Saturday, April 07, 2012 11:00 AM

Subject: Re: Fwd: Ticket:

Hello,

Yes, I received other e-mails in that time. Yes, this has happened before. No, they were not from the same email address. I access through Windows Live.

And I didn’t receive this email in Windows Live. I received it on my droid phone.

Also, one person who calls me on the 252-441-abcd home line complains that lots of times when she calls that number, she’ll actually get the fax machine at 252-441-xyzq.

Hello,

Thank you for the information. It sounds to me like one mail client is using POP settings while the other is using IMAP settings. This will cause conflict so in order to get this resolved, both mail clients will need to be set up with IMAP settings. Before following these next steps, it is VERY important for your wife to save all of her important e-mails. She may need to log onto Charter.net to do this. Once she has save all important e-mails, she will need to delete the e-mail account from the client she is currently using whether it’s Window’s Live or an Android Application. Inform your wife that she will want to us the following steps to set up both devices using the IMAP server. Here are the links to establish e-mail on both Windows Live and Android.

Windows Live settings: http://www.myaccount.charter.com/customers/Support.aspx?SupportArticleID=2656

Droid settings: http://www.myaccount.charter.com/customers/support.aspx?supportarticleid=2234#android

As far as the fax goes, it sounds like her fax machine is answering before her voicemail. Since I’m showing her voicemail is set to answer in four rings, it sounds like her fax machine is set to answer in three rings. We can change her voicemail settings to three rings and you can adjust the ring pattern on the fax machine if that would work? Please let me know what she would like to do.

Thank you in advance,