| As one who has used Charter for years, while their customer service has fallen some as they have reduced overhead and the number of employees I understand.
I have found that if you first actualy talk to a real person on the phone and perhaps get the supervisor on the phone if you have to, they are very willing to give credits and allowances.
I do not want to say exactly what they did for me, but when I was afraid I was going to have to cancell my services ( I have cable TV and internet from them) and would have phone if they offered it in my area.
But they worked out all the issues very nicely and I have never had a problem with them working out the details if there was a problem.
And I will add that all of thier contract workers I have used in my area are very nice ( not all as smart on computers) but willing to help.
My only real problem with them at all, it seems like everytime they add or change something at a main connection box down the road from me, I lose internet and have to get them to reset them from the main office. | 
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