Cable One, Inc.

Please have the customer contact [redacted], local General Manager. He is looking forward to discussing options with the customer.

The issue at hand is avoided by General responses a typical as expected. This is the exact reason I am working through the Revdex.com im tired of general responses. You have not even tried to look at the notes on the account. If you were to look there is more information. When you read the notes and have a more personal response then respond. What service call on the the tenth, the tenth of what? 90gbs for one day with no one present how is that residential usage please do some research.  
 
Thanks
 

I understand the customer has two issues:
1. Internet Bandwidth and Usage Rules
The customer received three notices that their bandwidth usage had exceeded limits. An ISP has the right to sell different Internet plans at different prices that can accommodate the differing needs of...

consumers and Cable One has several Internet plans. They vary in terms of cost, speed and data allowance. Customers are free to pick the one that best matches their plans for usage. We assume that many customers are reviewing their usage and comparing it to their data allowance and acting accordingly. If they desire to consume more data than is permitted under their current plan, they move to a plan with a higher data allowance or change their usage. If a higher capacity plan costs more than they want to spend, they will go to a lower priced plan and use less data.

If Cable One fails to properly balance cost and capability, people will stop buying its services and go to a competitor who does a better job of meeting the needs of the buying public. Because the concern of the majority of customers is speed, we answered that concern by doubling the speeds of our plans. As we review comments from customers and their concerns, we may adjust other parts of our plans including data allowances. But it is solely within the power of the company to decide how much and when.

In terms of fairness of the data allowance as it currently stands, let’s look at how it operates. We think it is quite fair. No subscriber who exceeds his data cap is immediately moved to an upgraded Internet plan that accommodates the subscriber’s actual usage. To avoid a change based on a one-time aberration, it is only when a customer exceeds the usage limitation 3 times in a 12 month period that the customer is required to upgrade to a package that can accommodate his actual usage. Cable One sends notices alerting the customer when he goes over his data allowance so there are no surprises. Even after the customer has gone over this bandwidth allocation for his Internet plan three times, when he is moved to the higher level plan, the first month is free

It may be helpful to review Cable One’s network management policies which are set forth on the www.cableone.net website. While Cable One has the right to decide what products it offers and at what price, there are other considerations that also factor into the company’s decisions about bandwidth allocation. Managing Cable One’s network for optimal performance is crucial for providing a reliable service. Establishing usage limits is an important element of that process.

Cable One’s Open Internet Disclosure Statement is provided under the Network Management Information included in our Legal Notices. A description of Usage Limits is included which states:

Usage Limits

In addition to reserving the right to manage network usage to ensure that the activity of a small number of users at a particular point in time does not degrade, inhibit or interfere with the use of our network by others, Company also maintains an “excessive use” policy that addresses total usage of an account in a month.

This is followed by a link to the CableOne.Net High Speed Internet Access Service Acceptable Use Policy (“AUP”). There, specific details of how Cable One tracks usage and how “excessive use” is defined are addressed as well as the consequences of exceeding the usage limitations.
III. NETWORK MANAGEMENT AND LIMITATIONS ON BANDWIDTH CONSUMPTION AND DATA STORAGE

The Cable One network is designed for typical usage by a typical residential computer user. Computer activity resulting in excessive or sustained bandwidth consumption may burden the network and such usage may be restricted. Bandwidth on our network is a limited, shared resource among subscribers. Because we seek to provide the Service at a reasonable cost to the largest number of users, the use of our network is subject to usage limitations. . . .

The current usage limitation for various Cable One service levels are shown in this chart. Please be aware that as our physical network is upgraded over time, these limits will increase.
What is Excessive Use?

Excessive use means bandwidth or data usage that is significantly higher than typical usage for which our network is designed. Excessive Users consume so much data that their usage could negatively impact the Service provided to other customers. In order to ensure an optimized Internet experience for all customers, data plans have been assigned to all Internet services.
Descriptions of the various service levels offered, including the data limits, are available on our website. Customers are provided the capability of tracking their bandwidth usage on the Cable One web site. Cable One customer service representatives are trained to help customers explore options to reduce the usage and continue to enjoy the benefits of the level of service they choose.

The complaint makes it clear that Cable One is not the only Internet provider serving Mr. Williams’s zip code area in Prescott. Cable One may be the fastest high speed Internet provider in Prescott. We have worked hard and invested heavily for that distinction. We do value the feedback that we receive from customers like Mr. Williams. Though we believe that our current process provides adequate information for our customers, we will review whether there are other measures we can take to ensure that customers are fully aware of the usage limits associated with the plans they select at the time of purchase.
2. Collection Policy
Once a customer becomes past due, the have a limited time to pay their bill or the account is disconnected. Once disconnected, applicable fees are added to get turned back on. I would suggest going into the local office and speaking with manager about bringing the account current.

We appreciate the customer's point of view, however, it is the intention of the company to hold customers to a standard of usage, if exceeded multiple times, will need to pay for it (as detailed in the attached letter). Offering fast speeds does not correlate with higher bandwidth usage, the type...

and amount of content does. Our local office is willing to discuss the details of how to manage usage and move back to the original service level the customer is requesting.

We have had nothing but problems with our Internet since Dec . A tech comes out and looks at it does a few things and says it's all good and working . We try to connect to the Internet and have no connection still . Last time he was here he bypassed something then went across the road and climbed a pole to check lines . Whatever he did left us without Internet yet again . I'm sick and tired of dealing with this crap . All we want is our service to work properly . As of right now I am considering calling the FCC .

Customer made a payment to [redacted], it was never sent to Cable One. On 8-11-15, there are notes that the representative told the customer to return to [redacted] to track the payment. On 8-14-15, another representative waived the late fee and advised the customer to take the receipt back to [redacted]...

[redacted] for a refund for the payment. According to the notes, he made the payment on 7-20-15 so it would have been returned to [redacted] by now. On 8-11-15, we did remove the customer from collections as a courtesy so he would not be disconnected. A payment was made on 8-14-15 by credit card, and he now only owes one bill. The payment in question still hasn’t posted as far as I can tell because at this point we would have returned it to [redacted].

The local office has made several attempts to reach the customer. Here is the direct line of the General Manager: ###-###-#### - Jane S[redacted].

The local office contacted My. M[redacted] and informed of the upcoming changes to our cable plant that will improve his Internet experience. The changes are scheduled in a couple of weeks. They also scheduled a time to follow up with him after the work has been completed.
Revdex.comChristopher M[redacted]

RE: Complaint ID #  [redacted]

Dear Christopher M[redacted]

  

This message is in regard to your complaint submitted on 7/7/2016 against Cable One, Inc..  Your complaint was assigned ID [redacted]

The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your review. The contents of this message are below or attached. Please respond within 7 calendar days or the complaint will be closed as assumed resolved. All responses will be copied to the company.

The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.

Regards, Conciliation & Engagement Specialist

Your Revdex.comMESSAGE FROM BUSINESS:The local office contacted My. M[redacted] and informed of the upcoming changes to our cable plant that will improve his Internet experience. The changes are scheduled in a couple of weeks. They also scheduled a time to follow up with him after the work has been completed.
Revdex.com

[redacted] 

[redacted] 
Re: ID # [redacted] - Christopher M[redacted]
Dear [redacted]:
Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. 
We notified Christopher M[redacted] of your response and requested notification of whether or not a satisfactory resolution had been reached. Revdex.com has not heard back from the consumer.  Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” 
The text of your response may be publicly posted on Revdex.com’s website.  Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.  
We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.
Sincerely,
Yesenia Villegas|Your Revdex.com

We are near the end of upgrading our system, which includes this customer's area. The expected completion date is the end of August. In the interim, the local office will apply a $50 credit to the account.

Contacted CableOne because our internet service was "Down". for the 25th time in the last month on Saturday Oct 22nd!!!!! Their excuse is always the same!!! "Outage in our area!" Why are we having so many outages I ask and the response is working on upgrading the lines! They have been doing that for a year now!!!

What is up???

Now our local office is closed on Mondays and our modem also just blew out Saturday night. This is the fourth modem we have had in the last year!!! They can't get here until Tuesday unless you go buy your own!!!!! Really they are a service company and Close their office on Monday.

We have the higher limits on our internet and since increasing it our internet is slower than when we had the lowest version!!!!

Cable one has a monopoly in our area and we need another alternative. What about Verizon Vios???? Open it up to competition I'm sure our service would improve...

we want the outages to stop!!!!!!

The cable service isn't much better!!! We continue to have buffering problems and cable feed problems with pixelating!!!!!!'

I'm going to stop our auto withdrawal and everyday we don't have service I'm prorating for the days we don't have service!!!!!

We want theses services fixed

Customer was disconnected on Feb 17th and made 2 month’s payment $138.10 on Feb 19th.

A local customer representative had agreed to waive half of reconnect fee, $45 (total reconnect $90). Mr. [redacted] would need to pay a $75 service deposit and $63 one month service in advance....

Reviewed this option with the local office.

Local office offered to let him pay the $75 service deposit and first month service of $63 now. Would bill the $45 reconnect fee.  Mr. [redacted] was advised that he could request his deposit to be refunded after 6 months of timely payment.

He then stated that was unacceptable.
The local office made every attempt to work with the customer who refused to do so. The offer still stands if the customer would like to reconsider.

Please have the customer contact the General Manager, [redacted] at ###-###-####. [redacted] is aware of this issue and is looking forward to working with them to resolve this issue.

They provided no contact information for to get a hold of Mr. [redacted]

After researching the issue, the local GM has decided to provide a credit of 137.94 to the account.

The local office has made multiple attempts to reach the customer and arrange a service call. None of those attempts was there a return call, unfortunately.

I've notified the local General Manager by the name of [redacted] ###-###-####. He is looking forward to speaking with the customer and working on a resolution.

I have reviewed the response made by the business in reference to complaint ID [redacted], and will contact the GM, as...

requested. I will be in within 2 weeks to discuss the situation and finalize a solution.

Regards,

The cable will be buried by July 29th.

Please have the customer contact the Anniston General Manager ([redacted]) to work together on a solution. The GM will be looking forward to hearing from [redacted].

I very rarely complain about a company. I'm the type of consumer that simply stops using a poor service, and that's the end of it. However, I feel compelled to say something about this company. Cable One is the worst internet provider I have ever used. After being told that my data usage was unlimited, and paying for a certain speed that I never once actually got, I received emails notifying me that my usage was too large and I would be automatically updated and billed for a much more expensive package. I switched internet providers, and payed my final bill with Cable One. Once the check cleared, ( I had to write a check because the website wouldn't accept my final payment, and the office wouldn't take a payment when I returned my modem) I thought that was the end of it. Unfortunately, it was not. Today I received a notice from a collection agency for the amount of my final bill. It is not an easy task to build and maintain credit, especially when shady companies like Cable One are out there. I just wanted to help anyone looking for an internet provider to avoid making the same mistake I did.