Blog February 24, 2017

Delivering On Our Commitment To Our Customers

At Charter, we’re committed to providing our customers with superior products, including fast high-speed broadband and an innovative video service over an advanced all-digital network, at a good value. Our customer friendly approach also includes simplified pricing and packaging with no data caps, no separate modem fee, no early termination fee and no separate USF fee.

We are making significant investments in the business so that we can continuously deliver on our commitment. Our recently merged company has invested $16 billion in our broadband infrastructure since 2014. And, according to the FCC’s most recent annual Measuring Broadband America report Legacy Charter had the fastest median download speed of any ISP at about 65 Mbps. We are proud of what we have achieved so far and are focused on delivering these benefits to all of our customers as we complete our integration with the former Time Warner Cable and Bright House Networks.

In New York for example, we have committed to upgrading our network to all-digital across the entire state within the next two years, offering customers broadband speeds up to 100 Mpbs by 2018 and 300 Mbps by 2019. We are also working to extend the reach of our high-speed broadband network to 145,000 unserved and underserved homes across the state.

That is why we were disappointed that the NY Attorney General chose to file a lawsuit last month regarding Time Warner Cable’s broadband speed ads prior to its merger with Charter. While we will mount a strong legal defense against the allegations against Time Warner Cable, our primary focus remains on our customers.

We have policies and practices that prevent new customers from receiving older modems that cannot deliver the latest broadband speeds we offer, that confirm during service calls that existing customers modems support their broadband speeds, and preclude the redeployment of such modems to any of our customers. We have put measures in place to prevent the future deployment of older wireless gateway devices. And, because we do not charge a separate modem fee, customers who switch from a legacy TWC plan to Charter’s Spectrum pricing and packaging will no longer see that charge on their bills.

Our customer relationships are the most important thing to us and we are committed to making sure that we are working to address our customers’ needs, delivering positive experiences for them.