CABLE TV COMPLAINT FORM

You may file a complaint on-line using the form below or you can file a complaint over the phone by calling 314-552-2900. We will do our best to intervene with Charter and get your problem resolved. Please note that the Communications Division has no authority over the Charter cable system within the City of St. Louis. Charter Communications operates its services in the City of St. Louis under a statewide authorization as a Video Service Provider. Refer to SB284 Chapter 67.2675
Subscriber Name:   

Subscriber Address:  

Apt#:     ZIP:      Home Phone:      Work or Daytime Phone:    

E-mail  

SERVICE YOU HAVE
Analog Cable TV      Digital Cable TV     Charter Telephone     Charter Internet


TYPE OF PROBLEM (please check all that apply)

A. INSTALLATION PROBLEM

Want to Order Service
Missed Installation Appointment
Damage / Poor Work
Converter Box Not Working
Bad Picture Quality
Installer Problems
Theft or Vandalism of Service
Additional Outlet Needed

B. TV SERVICE PROBLEM

Repair Needed
Missed Trouble Call Appointment
Cable wire down or low / Move wire
Converter Box
Bad Picture
Disconnected (for non-payment)
Service Out / Reconnect
Vandalism / Theft
Upgrade / Downgrade not correct
Other

C. TV BILLING PROBLEM

Error / Overcharge on Bill
Rate or Billing Question
Refund not Received
Converter not removed from Account
Converter not returned
Disconnected for non-payment
Cancelled service, still receiving bills
Payment not credited
Upgrade / Downgrade not credited on bill
Rate or Price Increase
Other

D. CONSTRUCTION PROBLEM

Area not wired for service
Damage / Poor Work
Wire on Non-Subscriber Property
Landlord Permission Needed
Cable Down / Cable Too Low
Method of Wiring
Other

E. TV CUSTOMER SERVICE ISSUE

Can’t get through on telephone
CSR was rude / hung up on me
CSR unhelpful
Could not speak to Supervisor
Bad English / could not understand

F. TV SERVICE OUTAGE

Cable Not Working
        a) Date and Time First Noticed 
        b) Date and Time Service Restored 
Did not receive credit for outage

G. MISCELLANEOUS TV PROBLEM

Programming Content / Complaint
Advertising / Marketing Complaint
Rate Increase or Change in Service Tier

H. INTERNET / MODEM PROBLEM

Service out now
Technician did not fix problem

I. TELEPHONE SERVICE PROBLEM

Billing problem
Service not working
        a) Date and Time First Noticed 
        b) Date and Time Service Restored 


PLEASE TELL US ABOUT YOUR QUESTION OR PROBLEM IN YOUR OWN WORDS

Please include as much detail as possible, for example:
• If bill is wrong, what did the bill charge and what do you believe is the correct amount?
• What is date on the bill and what service period does it cover?
• Date(s) of installation or service call or missed appointment?
• What went wrong during an installation or trouble call?
• If known, name or badge number of the technician?
• What is on Charter’s work order for this appointment ? Work order number ? Did you sign work order ?
• If a wire is low or in the wrong place, exactly where is it? Behind what address ? Between poles ? Across alley?

  


Thank you.