As an engineer, Lee Parks knows a thing or two about computers.
"I'm not like the average Charter customer. And I am a high demand user," said Lee.
He also knows during high demand times, your Internet speed might slow down a bit, but not as low as what he's been experiencing.
"Oh significantly, approximately one tenth of what they were promising," said Lee.
He says Charter advertises up to 30 Megabits per second for her service package. Lee signed up for the high speed Internet service in January. During the day he says his service is high speed. But around 7 or 8 at night, Lee says it drops down to single digits.
"You'll see here at 2.4 Megabits per second," said Lee, as he was showing us a speed test he ran on his computer, from Charter's web site.
He says he's done several tests where they showed 2, 3 and 4 Megabits per second, during evening hours.
"I notice that most people, they just want to surf the Internet, read emails and that's fine. Three Megabits per second is fine for that," said Lee. "But streaming HD video, especially to a couple devices and for games for the kids, I'm going to need more."
Lee says technicians came out a couple of times, changed out his modem, put in a new wireless router and at one point told him they'd replace an outside line.
"That was supposed to happen at the end of February. That never occurred. The technician never arrived," said Lee.
Monday, we got some good news from Charter Communications.
"Charter field operations checked the node serving the Parks' home last week and made adjustments which increased bandwidth to their service," said Spokesperson Anita Lamont. "A Charter technician will be contacting Mr. and Mrs. Parks to set up time to come to their home (this evening if that works) to test Internet speed."
Lamont also said the Parks shouldn't be experiencing slow surfing now.
Charter doesn't monitor individual modems, but your exact speed will depend on your Internet connection package. And Charter offers a free speed test on its website.
It also offers several ways to troubleshoot any problems yourself. For more information, click here.