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Internet Provider reviews in Richmond Heights

Real People ~ Real Reviews ~ Real Results

  • We tried to negotiate with Charter before we cancelled our service.  We had been customers for over ten years.   We kept our tv and internet bills on separate accounts so my husband could expense his internet to his company.   Charter refused to negotiate a better rate, consistently raised the cable rate each year, and once we decided to cancel the cable, but keep the internet, they raised our internet rate by $10 a month - even though they were two separate accounts.  Was this a "punishment" to us? In any case, it certainly isn't good customer service and we will NEVER use Charter for cable again and will discourage anyone that asks us about it.  They are more concerned about their money than keeping loyal long-term customers!
    - Anne F.
  • I moved in January. There was an offer of a $300 reward card for moving your service, so I took advantage of it. However, when it came time to install my new service, I was told there was an outage in the area. No problem, that happens. A couple days later, I was told it was fixed, and they sent a technician out to install service. When he arrived, he told me he couldn't get a signal. I spent moretime on the phone with customer service. Another tech came out a few days later and couldn't get a signal either. At this point it's been over a week. I work from home, and need an internet connection to perform my job. I spent *at least* 7 hours on the phone with AT&T customer service trying to figure out the problem. I was ready to cancel my service altogether, until a customer service rep promised me a deal to retain my service. This deal is the same as they are offering to new customers - a discount on my monthly bill and a $200 reward card. $500 and a monthly discount sounds reasonable for my troubles. I agreed, and another technician was scheduled to come out.
    The third technician arrives to install my service, and it turns out, there was no line running to my house for AT&T. That's right, the first two tech's couldn't get a signal, because they didn't bother to check for a line. I'm furious at this point, but at least I finally have service.
    Two months pass, and I receive no information about the rewards cards. Today I contacted the rewards center to follow up. It turns out that the deal the customer service rep offered me NEGATED the $300 rewards card I was initially promised for moving my service. It sounded like a great deal, but in reality, it was only marginally better than what I was already getting. AT&T had no problem making me a "too good to be true" offer to stay, because they had the fine print to yank most of it back once I agreed to the deal. This is the shadiest company I have ever done business with, and I am counting the days until my contract is up.
    - John and Ashley B.
  • Dealing with Charter takes a lot of time because of miscommunication, lies, brush-offs, corporate hierarchy, and long wait times. The sales rep who did a cold call at my front door during August 2001 quoted me $33.22: $20 per month for Bronze service plus $13.22 for basic service and I scheduled a date for service installation.  When the technician Maurice Gray did the installation in early September 2001, he asked me to sign a (13 month) contract that was $5 more per month than the price that the salesman had quoted. I told Maurice that I didn’t like the bait and switch tactic, and that I only wanted the service at the monthly rate that was initially offered. Maurice immediately called Charlynn Jo Henningmeyer in WIP dept. 636-207-5156 ext. 33526 and told me that he received her approval to cross out the $5.00 monthly modem rental fee which is the third item in the 'Monthly Services" box. Before I signed the work order, I also spoke with Charlynn over the telephone at that time, and she assured me that I would only be charged $33.22 per month for Bronze & Basic service as stated in the attached work order without an additional modem rental fee. A $5.00 monthly modem rental fee appeared on my first bill. When I called in November 2001 about removing the erroneous monthly charge, a customer service rep promised to speak with Charlynn and call me back, but instead of correcting the situation, he issued a one-time $5.00 credit and did not call back. I called again a week later to try again to resolve this billing dispute, and spoke with John Hundley. I hand-delivered the contract to Latonya at Overland office 2411 Verona on 1/16/03. She photocopied original contract and said she would fax it to HSD dept. The HSD department knew nothing about it when I called the next day. On 1/17/03 Jill in HSD Dept. at 636-207-5156 ext. 33528 instructed me to fax contract to her at 636-207-7871 to document CABLE MODEM OVERCHARGE. I was unable to fax because her fax machine did not answer. The technician Maurice called me and assured me that Jill would credit my account. In 2004, a helpful person told me I need to bring the contract to the Town and Country office and speak with someone personally. Charlynn called back, contradicted what she told me in 2001 at the time of installation, and claimed that she did not authorize Maurice to waive the modem rental charge. Maurice then called and told me that he did not sign anything to waive modem rental fees. Charter did not even inform me that I could have avoided the modem rental hassle by buying my own modem until after I had already paid around double the value of the modem. Then there was a major storm on Monday 9/19/05 that caused a regional cable internet outage lasting approximately two days and lightning struck a tree a few feet from my house. I reported the problem at the time of the storm, and Charter’s recorded outage info reported two days later that service had been restored in my zip code. However, my cable internet service never worked properly again after that. (It would only allow me to go online typically fewer than 5 minutes per day and not at all after a few weeks). I initially scheduled service in late September but had to reschedule. Charter technical support representatives told me in September and October that I would not be financially liable for the period of interrupted service, but Charter continued billing me during the period when I had no service. I scheduled a service call for 10/11/05. I received an automated confirmation call that morning. I waited during the scheduled period (4PM-5PM), but the repair person did not show up for the appointment, and did not contact me to cancel or reschedule. Charter’s limited repair scheduling time windows made it prohibitive for me to schedule another repair because I was almost never home at those times so 3 months went by and nothing happened. Customer service said I had no choice but to pay for the three months without service because “it had not been repaired so that indicates that there was nothing wrong with it”. Why would they expect me to pay for the period when Charter was not providing service at my address after Charter missed the repair appointment and did not follow up to correct the situation?Charter disconnected my service in December since I had not paid in three months.Then I had to spend more time because it required several calls waiting on hold to reverse charges including one call that lasted nearly an hour. Jeanette 93556 sales ID was very helpful but informed me on 1/14/06 that she could only authorize a $75 credit if approved which would bring my total after return of the $33 modem from $98.97 to $23.78, even though I did not owe $23.78. When I returned the modem Friday 1/27/06 to CHARTER COMMUNICATIONS 941 Charter Commons 636-207-7011 Chesterfield, I was informed that I had no outstanding charges. In the end I ended up paying 3X the value of the modem in rental charges and did not even get to keep it! Then I received notification in early February 2006 that I still owed money which I disputed for three months with an online service. I will never do business with Charter again!
    - KEVIN D.
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Internet Service Providers in Richmond Heights

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