Cable One, Inc.

The customer has disconnected his account and has an outstanding balance.
See attached for details of his usage notifications.

Before I made this complaint to BBC, I were without internet service nearly every weekend, not counting those times on the week...

days. All of a certain, I make a complaint to Revdex.com then only then did CableOne begin to provide some of the service I paid for. For example, CableOne advertise we provide internet service of 50 Mbps download speed. Only October 28, 2015 my download speed was 33Mbps, according to Internet Speed Tracker. And right now my download speed is 28 Mbps, over 40% less than what I am paying for. This is much less than what I am paiding for. I have call CableOne and reported my internet was so slow that a web page would not open once. Also, this is documented on CableOne records. Thanks to you, Revdex.com for your help and it is wrong for a CableOne to cover-up the truth and don't provide the service they legally makes to customers.

The company apologizes for inconvenience the customer experienced. A credit was applied to the account.

I have reviewed...

the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The companies response is not true. There were no phone calls from the Company in the 3 weeks and 3 days before the problem was corrected. After it was corrected, I corresponded with the local representative and let her know the issue was resolved, albeit it after a lengthy outage. After that the Company did leave messages and ask that I call them IF there was anything else they could do. There wasn't so I didn't call.  The complaint is that it took 3 weeks and 3 days to reestablish my files.  Now the same thing has happened again and it has been 14 days. I'm told the company is working on it, but nothing has happened yet. This is the poorest of customer service. No resolution is proposed by the company.

Regards,

The local office has been trying to reach customer but has yet to hear from them. Have the c[redacted] the GM to resolve. GM: David W[redacted]

Our local office contacted the customer to make arrangements but found out they had already disconnected.

We moved to a new house over 8 months ago, and when they set up our internet they left a cable across 3 different backyards and told us they would be back to fix it. They didn't show up later (which they made it sound) and so we called them. They then gave us a different number for the local branch. They told us it would be 6-8 WEEKS but they put us in the list. 8 weeks later still not fixed. We repeatedly call that number and never get an answer. Finally we call corporate, and they told us that that information we were given was wrong and because of the time of year it would be another 3 MONTHS before they could do it but we are at the front of the list. Those months pass and nothing happens. Call again oh we just need to put you on our work order, it will be done. Another 2 months later nothing. Call again and they tell us oh we have 3 different computer programs, I only see it in one. I will fix it and get the work order approved because it is burying the cable. I will make more of your sprinklers, Someone from the local area will call you and set up an appointment. 2 days later we wake up to find a sorry we missed you note on our door. The issue with this is 1) they never called to set up an appointment like they said they would and 2) we WERE home, meaning they never rang the doorbell (our dogs bark like mad every time it goes off, we can't miss it). So I call back and make them schedule me an appointment, but they only do all day appointments 8am-7pm. So I have to drop everything and wait all day, and I had a sick dog whose vet appointment I had to push to the next day. I wait all day ( I left my back gate open for easy access) and no one ever comes to my door. We are on a corner lot, so there is a side of the house I cannot see. I went to close the back gate for a second (to let my dogs out) and noticed a cable one truck on that side of the house, so in effort not to get in the way, I leave the gate open and leash my dog and take her out front instead. Before we make it back inside the house the truck leaves and I never saw anyone get out. Cable one does a lot in my area, so I thought maybe it was at a neighbors or something and continue waiting ALL day for someone else to show up and no one did. We call them AGAIN and asked what happened. Apparently they cancelled my appointment without notifying me (again I had other things to do) because they have to go through a different agency, they same one from the beginning that lied to us and then quit answering our calls. So needless to say, we have been pulled around in a giant circle and are very frustrated. I wouldn't recommended cable one to anyone if you can avoid them (because of our rural location we cannot).

Customer was contacted by the local office and the issue was resolved.

The local General Manager has been alerted about this concern and looks forward to hearing from the customer so to resolve as soon as possible. Please contact [redacted] at [redacted].

The local office spoke with the customer and it was agreed to credit back the install fee. Please consider this matter resolved.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve...

my complaint.  For your reference, details of the offer I reviewed appear below.

On Dec 9, Cable One responded to my Revdex.com complaint and stated that the general manager would have someone contact me to resolve the problem. As of today (Dec 15), no one has yet contacted me by email or by phone. I would be happy to speak to someone at Cable One about this, but so far, nobody's called. Since I have to respond within 7 days or the dispute is automatically marked resolved, I have no choice but to reject this response.

Regards,[redacted]

Since the initial response in February, the customer usage exceeded the lower service of 300 GB every month except one.  If he can consistently manage his usage below 300 GB, we are willing to move him to that level of service.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

First, we would like to apologize to our valuable customer for the lack of clarity on our rep's part. It was a mistake that will be corrected through training.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider...

this complaint resolved.

Regards,

We understand the customer’s frustration, however, as explained with the initial response on 1/11/16 and subsequent phone conversations, it was clearly indicated which services doubled in price and why, and those that did not.  At this time we are not able to deduct the $5 increase. Cable One is not the only HSD provider in his area nor is he obligated by a contract. He is free to shop around.

A rep from the local office will call and explain within the next couple of days.

Cable one keeps forcing me to upgrade my internet service because they say I am using to much. The patterns in my house have not changed and recently they dropped my cap from 1000 mb to 750mb without notification. I'm am now paying the same price for less service. Recently they started threatening me again, stating that I need to upgrade to the 225 a month package. I have checked with consumer reports and there are several people complaining about the exact same issue. This company is employing poor business tactics. File complaints with Revdex.com and FCC like I did. This company needs to be eliminated.

As noted in our response, we understand the customer's disagreement but every Cable One customer was notified via their statement prior to the charge hitting the bill.

Please have the customer contact the local General Manager by the name of [redacted]. She is looking forward to working with him on a resolution.