Limitless-Art

Wow here is the entire chat I had with a charter internet service tech I had because I figured out that Charter Internet was throttling my internet usage

In case you couldn’t figure it out I’m MS. Keep in mind this guy said everything he was told to by Charter as an employee and then completely contradicts himself when I called him out on what he said. Here’s the chat:
(pardon my typo’s)

Thank you for choosing Charter Chat Live! A Customer Care representative from HSD Support will be with you shortly.
You have been connected to TTD Gel .
MS: hello?
TTD Gel : It’s a great day! My name is Gel with Charter Communications High-Speed Internet Support. How can I be a big help for you today?
MS: why is charter blocking my access to Hulu.com
TTD Gel : I’m sorry but we are not blocking any website. May be you have a firewall running on your system. Try to disable it.
MS: I did
MS: I can access almost any website without any problems except ones that allow me to view cable stations
TTD Gel : I apologize. Please clear the cache, delete cookies and temporary internet files on your browser. Close the current browser, open a new one, and log in again.
MS: i’ve done that many times
MS: even trie 3 different browsers
TTD Gel : Let me just try to Ping the website you are telling me to see if that is a working website.
TTD Gel : May I have the complete website address?
Morgan Swanson: I am a heavy internet user and I know that there has been buzz about isp’s throttling internet usage
MS: the website is www.hulu.com
MS: it comes up fine but when I try to watch a video it won’t load
TTD Gel : Okay. One moment, please.
TTD Gel : It’s a working website with an IP Address of 96.17.163.49.
MS: Thought you would say that, however when I use my 3g internet connection through t-mobile on my computer it loads just fine so the only thing it could be is Charter
TTD Gel : Do you mean Charter internet connection?
MS: yes
MS: and when I try to access that ip address it gives me an invalide url
MS: so there is something strange on your end
TTD Gel : How about other site?
MS: others sites are fine
TTD Gel : So do you mean that Charter is not allowing that site alone? I don’t think so. What do you think is the reason why Charter does not allow that site?
MS: it seems that you are blocking or “throttling” access to heavey bandwidth sites
MS: that site is a streaming video site
TTD Gel : Actually, we are just limiting our customers bandwidth usage every month.
TTD Gel : Haven’t get that update yet from Charter?
MS: when I go to it it loads just fine but when attempting to play a video it won’t load
TTD Gel : Although it varies, the typical residential High-Speed Internet subscriber transmits much less than 10 gigabytes (GB) worth of data on a monthly basis. The limits are 100 GB per month for customers with service speeds of 15 Mbps or less and 250 GB per month for service speeds greater than 15 Mbps up to 25Mbps. These limits are far above what a typical user would experience. There is no consumption threshold for Charter’s newly launched 60 Mbps speed at this time. Charter will contact you if this becomes an issue. Notification may be by e-mail, phone call, postal mail, or other means. However, very few Charter customers will be contacted or need to adjust their Internet use. More than 99% of Charter Internet customers use less bandwidth than the limits allow and will not need to change their surfing habits at all.
MS: well apparently they have for me
MS: I watch all my shows online and pay for a 10megabit connection so that I can do this.
MS: are you saying there is a cap to what I can use my internet connection for?
MS: seeing as how there are many online servicces that stream HD quality video to my computer that seems to be a bit criminal since its not stated that I will have a cap when I signed up with you
MS: Not to mention my business is internet ddesign, marketing, etc which only adds to the amount of bandwidth i use.
MS: Do I need to upgrade my account so that I can use the internet more?
TTD Gel : There is no need.
TTD Gel : This effectivity was due last six months ago.
MS: so how do I get this “limitation” removed?
TTD Gel : This was done so that the bandwidth will be distributed or divided fairly to all customers users though heavy users or less.
MS: but its 5:14am where I live….how many people can honestly be on right now?
TTD Gel : Actually, too many with Charter.
TTD Gel : It’s actually a monthly limitation not per day.
MS: this also seemed to happen only afer last week when internet service went down completly for a few hours
MS: so whats my monthly limitlation?
TTD Gel : Like for example in a month you have reached the maximum limit of your bandwidth usage.
MS: but I can still access lower bandwidth sites….
MS: so are you teling me that after I exceed this cap I am then being “throttled” and not “cut off”?
TTD Gel : Yes, Mr. Swanson.
TTD Gel : Lower bandwidth site is just fine.
MS: So when is the “cap” reset?
TTD Gel : Next month.
TTD Gel : By September.
MS: and how did you get my name?
TTD Gel : I’m sorry, through this chat Sir.
MS: ah i see
MS: can I ask one other question?
TTD Gel : Sure.
MS: I’m just wondering if your a normal person llike myself, do you use the internet a lot are you even from this country and what do you think personally about the justifiability about “caping” bandwidth through a paid service but not as an employee?
TTD Gel : I am sorry to hear about your question, Sir but we are just being trained about updates we received from our head office, Sir.
MS: are you monitored on these chats?
TTD Gel : I understand your feeling towards this bandwidth limitation, Sir and I apologize for the disappointment.
TTD Gel : Yes, we are being monitored on this chat.
MS: I see thank you for your answers, I understand you not being able to speak freely about your opinions on this line. I think you have answered all my questions
TTD Gel : You are welcome, Sir and thank you for understanding my parts too.
TTD Gel : I hope you still able to have a nice day today. Take care.
TTD Gel : Would that be all for now?
MS: you too
MS: and yes
TTD Gel : By the way, we have a survey at the end of this chat session.
I would greatly appreciate it if you could give me your feedback on how I handled your concern today. Your feedback is valuable in improving Charter’s customer service.
MS: how do i do that I would love to

Wow he even thanks me for allowing him “Plausible Deni-ability” to this bull shit. If you read this please google net neutrality and educate yourself.

**UPDATE**

Wow Only 7 or 8 hours after posting this I received an email to my address at this site, mind you I have no connection with Charter at this email address and I have never given it to them.

Hello M*****,

We certainly understand your concerns. To be honest, without looking at your signal levels and some trace routes, I am not sure what is preventing you from being able to access the site.

In regards to excessive bandwidth usage, we provide detailed information in the Residential Acceptable Use Policy (AUP).

Here is the link: http://www.charter.com/Visitors/Policies.aspx?Policy=6

Please e-mail us the name, address, and phone number on the account, to Umatter2Charter@chartercom.com so we can see what is causing the access issue. Also, please include my name, ****, and the title of this site in the subject.

Thanks!

E*** K*****
Social Media Communications Manager
Charter Communications

I’m sure that I’ll email this person and receive the same information I have already concluded. More to come…

***UPDATE***

My response email.

Hello Eric,

This internet cutoff has effected me greatly! I do all my banking online and I can’t access my account, this resulted in $100 in bank fee’s for me. I also do business through the internet and I cannot use FTP anymore which has upset my clients. I was never told when I signed up there would be a cap or given a random link and there is no way anyone is going to crawl your entire site to try and find some arbitrary rule. It would be like asking your cable service if there is a certain amount of TV you can watch.

Your site advertises that you can stream movies and download but your looking at doing that you should tell people that there is a set amount you can do this.

Charter Sucks

What they don’t know is that this package thing is pointless you can stream movies fine with a 5mbps connection but you market your 20 as if faster is better for streaming movies and huge file transfers well…yes but not if they are forced to stop after a cap all that does is use up the SET MONTHLY AMOUNT quicker.

My info is:

(I gave the info the requested here)

I’m expecting to hear back from them something like:

Hi,

I’m sorry for your troubles  (they’re always sorry…right) after looking into this matter is seems that you have exceeded the bandwidth limitation as set in article 21V7X^2 /9 which can be found at

www.charter.com/BULLSHIT/as-if-we-dont-make-enouph-money/Q?=13851061861s6d8f1d68f1s6df85s4f

You service will be returned to normal after this month is over. Thank you for using charter

Thanks

Some Person
Charter please don’t speak bad about us on blogs Dept
Charter Communications

Related Posts

No related posts.