Cable One, Inc.

Please have the customer contact the local General Manager by the name of [redacted]. She is aware of this issue and looking forward to working together on a solution.

I have reviewed...

the response made by the business in reference to complaint ID 10850448, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]

This is complete fabrication, and a perfect example of tactics used by Cableone and there abysmal customer "DIS" -service.They have been made WELL aware of the problem and want to play this hide and seek game.Aren't their calls recorded? At any rate I have contacted the Federal Trade Commission as well.

Regards,

Everywhere else except Page, Cableone offers 50 MB speeds for $50 per month. We pay $63 per month for less than 5 MB. I emailed the local staff about the speed issue in the evenings and got a reply admitting they are oversubscribed and they don't have enough bandwidth to support the customer base. We can't stream video from any of the popular providers - that I pay an additional fee to. My speed tests range from approximately 750 kb to 1.2 MB during the "peak" hours. There is no competition in the area and so they exploit their monopoly by not making an effort to be fair to the Page, Arizona customers. Based on the actual speed provided compared to other customers we should be paying $5 a month. I filed a complaint to the [redacted] for unfair billing practices and never even got a reply.

First, we would like to apologize for utilization issues the customer has experienced. The good news is Cable One has invested millions of dollars to upgrade the system to fix this issue. The hope is the project will be completed by July. Secondly, the local GM has authorized a credit of $40 to...

the account for their troubles.

Local office contacted the customer. It appears he did not receive recent updates. We will credit his account.

Once the weather breaks, the local office will schedule a service call with the customer to bury the cable.

This is deception in advertising. You're claiming to not increase the rate and now you're saying "Oh we meant the introductory rate only which isn't a permanent rate". You advertise in a way that you doubled the speed but not the price making it sound like a 1 to 1 ratio when in reality it's not. These deceptive tactics are despicable. A more honest ad would be "We doubled the rate for only $5 more per month". You should be honest in advertising. Rather you choose to deceive and skate around existing above reproach. If you advertised honestly then I would be less irritated. If you offered the plan that you cut me from at the rate I've been paying I would be less irritated. But instead you dropped my plan and signed me up for a new plan at a different rate and then trained your people on the phone how to provide double-talk that only irritates the customer even more because nothing can be done and there's nothing Cableone will do to aid their customers and make them smile. I'm yet to smile with your service but am in a location where Cableone has a monopoly.

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.this has been going on for more then a year.  They've been saying a fix is coming for more then a year.  Yes they did give me half off of one bill.  I've never been late on a payment and wev been with them for over 10 years.  if they are satisfied with themselves and the service they have given a 10 year customer then I guess there is nothing more to say.  All I can say is if a customer paid me for something and then I only delivered 2 percent of what I sold them I'd be ashamed of myself.  So shame on you cable one. 

Regards,[redacted]

Our local office will contact the customer to setup a service call to research the problem.

Started up service with CableONE 3 months ago. I got their 100 Meg package for $35/mo. After the first month I got a notice that my usage was exceeding their 'Acceptable Use Policy' of 300GB. Months 2 and 3 were the same. Now they require for me to upgrade to a $170/mo plan or have my service terminated. Unfortunately the cap they have is absurd. We have Hulu only and use that for the kids, that is enough to put us over the cap. On top of that, we own an Xbox One. They give us Games With Gold every month. Each game can run up to 70GB to download, plus updates, patches, etc...

My parents also have CableONE. They have no gaming systems, use the computer for online courses and also have Netflix. They were forced to upgrade to a $80/mo service plan.

CableONE needs to get rid of caps and get into the future. 300GB is nothing anymore and I will be moving on to a new provider.

The local manager, [redacted] has been updated, and she will have someone followup with the customer in a few days, on discussing a solution.

We understand the customers request, however, as stated in the initial letter, our policy concerning data usage is for the best for our customers.

I have responded twice, but I don't think you ever received it. In...

May, this complaint was settled. Cableone did finally admit we did not owe anything, but had actually overpaid. Now, it has been turned back over to a collection agency.It was turned in as a collection to the Credit Bureau. Can you, please, help with this?. I, also, lost the email with the decision, so I have nothing to send to the Credit Bureau.    Thanks. [redacted]

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.[Provide details of why you are not satisfied with this resolution.]

Regards,

Please have the customer contact [redacted], the local Gneneral Manager who is aware of the situation and willing to work together and resolve.

The customer was disconnected. They can either drop off the equipment to avoid equipment charges or setup a pickup at the local office.

A credit of $164 will be applied to the account for the outage issues.

It is a complete lie that I was contacted on those dates by mail and phone call. I never received and notice by phone call as they state. Cableone should not be allowed to abuse their relationships with their customers just because they are a monopoly.

The equipment has it stickers and it is in good working condition and I just want my refund and give your equiment back to you. Your techs on the phone say one thing then the next day they did not say that. The eqequiment has it stickers and it has not been tampered with you just do not want to give me my refund to me. Your staff is very dishonest they say one thing then try say we would not say that. The equiment has it stickers and it is good working condition this is not resolved until I get my refund and I can returned your box without your staff playing their little games and treating me like dirt.

Please have the customer contact the local GM ([redacted]), who is aware of the concern and is looking forward to wrking out a solution.