I recently decided to stop supporting the local cable company. I don’t think that all cable companies have the problems that I went through, but Charter, the local company in my city (Reno, Nevada) has got to be the worst company I have ever spent nearly $200 a month for.
Let me start from the beginning.

April, 2006 we moved to Reno. My fiancé and I are huge movie nuts and of course, I am a long time network/gadget guy that has to have top of the line everything. I have been a long time promoter of Cable modem services due to their ridiculous speeds available for home internet users (ridiculous isn’t really that crazy, but when you can get 10 megs of internet connection down, and 1 up, that’s perfect for anything you can think to do.)
My first month of cable service was horrible. Not that the picture was bad, but because the support / install / issues that came about with my account were absolutely retarded. For example, we moved from Las Vegas to Reno. Las Vegas has an area code of 702 and Reno used to be 702, but is now 775 (like 5 years ago it changed). Our first install was missed. Not because we were not at home, but because the installer decided to call ahead to see if we were home, and like a retard, did not notice the 702 and decided not to do the install. April and I waited all day long at the house and called multiple times and the Charter people (who are obviously disconnected from what is really going on) said “the tech said he is on his way” but were just saying this because we found out later that night (after they installs don’t get performed) that he had called and left a message (no message, no missed calls).
I was able to confirm that they called the wrong number and Charter apologized. At this point, I am not really upset because it could happen. So, finally they come and install my system. Install goes good, and everything is fine. We realize that we made a mistake and did not order the HD boxes. We call them back and they say they will be out the following weekend. No problem. We wait around.. nothing again. Now I am getting irritated. We call them and they tell us that the guy said he came to our house and nobody answered. BS! Now I am really pissed. We waited all day long and the guy totally lied and wasted our time. They reschedule a few days later (of course, I have to take off work for them to cover an 8 hour period that they may show up). I finally get my HD boxes.
Now that we have the HD boxes (two of them.. one for up and downstairs). We go to watch an on-demand movie, and we keep getting this error message. We call tech support and they try and figure it out and both boxes are not working. I am like, “come on, how come both boxes don’t work. There has got to be another problem”.
I am not kidding you, it took 2 weeks MORE time for them to get out and replace my boxes… which ironically worked (I didn’t think that was going to fix the problem, but it did) .
About 10 months later (not to sure), Charter communications advertises that 10 meg cable modem services are available to the city of Reno. I call up Charter and they report to me that my neighborhood does not show up as supporting more then 3 megs. Crap… but ok.. 3 megs is still nice. I call a couple months later, and get my system upgraded. I think my cable modem was costing me 80 a month now.. but hey, I have 1 meg upstream which is really nice when you work on networks and upload a lot of things (not to mention torrents)
Things go fine for months and month. Finally, I start to get an issue… and this is the start of the issue that in the end, has got me to stop doing business with Charter all-together.
I started to get some really strange packet loss. I had not experienced this yet, but at this point, it’s in February 2007. I call tech support and they let me know that there were some power-outages in my area and Charter is working on them. Ok…. That sounds like it could happen so I let it go. But, the problem does not stop. A few days later, I am still getting 10 – 15% packet loss pinging to multiple peering points on the internet. I call tech support and let them know and they tell me everything is working fine. At this point, its already starting to affect me because I cannot maintain a solid TCP connection to my servers when I am working on them.
Example Network Pinging from my house to my server