Cable One, Inc.

The local office is setting up an IT expert service call for the customer to further exam and identify this issue. Expect to be contacted for a setup time.

I'll ask the GM to call her.

What Cable One said in their response is the whole point of my complaint against them. I did have those conversations. The first one was before leaving Pinetop, when I was told on the phone that if I turned in my DVR box that I could have a rate of $32 per month. I would like to have them send that conversation to the Revdex.com for their examination. There was no mention of my having an extra box. Then I also had a conversation with the representative at Cable One's office in Show Low when I turned in my DVR box. They also quoted a rate of $32 dollars, since I had turned in my DVR box. They said nothing about my having an extra box. Then I got my first bill which was in fact 32 dollars. Then I got my second bill after leaving the area, and it was for about $9 dollars more. That was just recently before I made this complaint. That's when I called them and was told for the first time that my bill was going to be more than originally quoted by 2 different employees. That was the first time also that I was told that I had an extra box. Now don't try sending that recording, or the next recording when I asked to talk to a supervisor who also told me I had an extra box. Send the one I had before I turned in my DVR box, where the employee clearly stated that my rate will be $32 dollars. You should have the date for my turning in that box and the call was made before that.

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 for the business to perform the discussed actions and, if it does, will consider this complaint resolved.

Regards,

Please have the customer contact [redacted], local General Manager, to work together on a resolution. She is aware of the complaint and looking forward to discussing.

I have called the whole week trying to get Mr [redacted] as per your recommendation...

but he was not available. I called five times without anyone picking up and I left messages two times in his answering machine. The issue has not been resolved.

Regards,

I moved and had my services switched to a new address. The gentleman over the phone did not fully disclose information about my account and what would happen with a promotional offer. The manager then told me she would credit the unnecessary charges back to my account, but then charged me even more the next month. The telephone communication is very poor and you must speak with someone in another state instead of a local office and the local office is the only one who can truly handle your account. Their services are also very sub-par. For a substantial charge, I get very poor internet service and customer 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,

Cable one Prescott has the worst service available. I have all 3 services and have been without internet and phone every afternoon and evening for the last 21 days. The local office is no help

Cable One has once again proved that they can NOT provide the service they claim to provide. When their high speed internet works, it works great.. When it does not work (which is 35% of the time) they want you to reset the modem 500 times.. I am very literate to how networks and the internet in general work. Why cant they just say the highway is blocked with traffic rather than waste people's time? If the price increases this month I will just cut the cord. A good book beats waiting on services I pay for but can't use......

I have had this service for approximately 5 months. There are often network outages and which prevent you, at times, from submitting the payment or using the internet. This situation occurred in December of 2015 for an extended length of time. I attempted to make a payment to this business online, but the online system malfunctioned. I called about the problem, and was told to try using another internet provider. I used my cellphone, and the payment was still not accepted. A month later, they charged me a late fee, the representative stated that she, herself, could see "no record" of the call, however the technical support line was able to the record of the call. They disconnected my service, not formally recognized that there was an issue with their service. SHE NEVER OFFERED ANY ASSISTANCE to address the problem, and pretended as if the outage had not occurred.

Local office will call customer to explain the bill.

The local office has reported that a contractor has went to the home and buried the cable.

I own a restaurant is Mississippi. For the past eleven years I have been a Cable One customer and used them for our TV, music, and internet service.

Every morning, when the restaurant opens, we turn on the background music that plays throughout our dining room. A few days ago when I turned it on there was no sound. All of our TV's worked fine, only the music channels did not play.

I called technical support and spent some time on the phone with the technician trying to reboot and trouble shoot the problem. When nothing she tried worked, she told me she was scheduling a service call and we should see someone shortly.

No one arrived that day and we went without music. The following day I called technical support again and was told that the problem was "system wide" and that their technical people were working on it. I was told I should have been called back when they decided to cancel the service call, but I was not. We went another day without any background music.

When the sound was still not playing on the third day, I called technical support once again to check on the status of the "system wide" problem. At that time I was told that a change had been made to my account and that I would need to speak to business services in order to subscribe to the music channels.

It turns out there was no "system wide" problem but instead, after eleven years, Cable One had turned off the music channels on my account without any notice to me. They now wanted me to agree to a forty dollar per month additional fee in order to receive the music channels. Bad business. Bad customer service. They have the right to raise their prices I suppose, but the manner they went about it with me is very disappointing.

There are any number of [redacted] and [redacted] out there who want my business. I think I'll give them a chance to cash my checks now.

The data guidelines are fair and consistent across our customer base. If a customer continually exceeds these limits, they have options to pay the penalties or move to a higher package.

Cable One deeply regrets that the customer did not have a good experience. After researching the account, it was found out that the customer was originally scheduled to be installed on 3/8/2016. Because they live in an apartment complex, there were issues with the building wiring, thus...

delaying the install until 3/14/2016. Customer payment was not applied until 3/14/2016. As a result, we do not see a justification for any credits at this time.

The local manager, [redacted], will contact the collection agency to correct any information in error.

Since the last communication in February, the customer has average 350 GB a month. More than the next lowest plan (300 GB) but less than the current plan at 500 GB. The customer usage fits the current plan. As stated in the original response, we are willing to move the customer down to the 300 GB plan if he can average less than the 300 GB for consecutive months.

Please instruct the customer to contact the General Manager, [redacted], at the local office to work together and reach a solution. He is expecting to hear from him.

Customer spoke with local office and this issue is resolved.