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

Apartment Number

Zip Code

Home Phone

Daytime Phone

Services Subscribed To

Check all that apply

Analog Cable TV
Digital Cable TV
Charter Telephone
Charter Internet

Type of Problem

Check all that apply

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

Service Problem

Repair Needed
Missed 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

If other, please explain

TV Billing Problems

Error / Overcharge on Bill
Rate or Billing Question
Refund not Received
Converter not Removed from Account
Converter Not Returned
Disconnected for Non-Payment
Cancelled but Still Receiving Bills
Payment Not Credited
Upgrade / Downgrade Not Credited
Rate or Price Increase
Other

If other, please explain

Construction Problems

Area not wired for service
Damage / poor work
Wire on non-subscriber property
Landlord Permission Needed
Cable down / cable low
Method of Wiring
Other

If other, please explain

Customer Service Issue

Can't reach by telephone
CSR was rude / hung up on me
CSR unhelpful
Could not speak to supervisor
Poor English / could not understand

TV Service Outage

Did not receive credit for outage
Cable not working

If loss of service, please indicate date/time of outage and date/time it was restored.

Outage date

Outage time

Restored date

Restored time

Miscelaneous TV Problem

Programming content / complaint
Advertising / marketing complaint
Rate increase or change in service tier

Internet Problem

Service out now
Technician did not fix problem

Phone Service Problem

Billing Problem
Service not working

If loss of service, please indicate date/time of outage and date/time it was restored.

Outage date

Outage time

Restored date

Restored time

Problem description

Please tell us about your question or concern 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?

Don't fill out this field