Cable One, Inc.

Cable One is absolutely the worst internet server provider I have ever had. They are incapable of solving connectivity issues for over six months now despite numerous phone calls and technician visits. They are advertising 50 Mbps internet speed while most of the time it's in the single digits with terrible latency. The modem loses connections couple times a day (with 10+ not uncommon).

I would advise anyone looking for a reliable internet service to look elsewhere. Cable One shouldn't be even considered as an option, unless you like wasting your time and pay for the service that you never receive.

[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.]

Better Business...

Bureau:

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,

I am trying to speak with the billing department to find a way to remove services and extras from my current service in order to reduce my monthly bill. I have been hung up on 4 times in the last two days. I have had two employees refuse to connect my call to a manager. I have had people assure me that a manager would call me back, and they have not. I have not been able to speak to a person in the billing department after three consecutive days of trying to call and speak with this department.

After 3 plus years of partonage to this company, recent changesto there policy for late payments have left me extremely frustrated witht heir service and severe lack of local empowerment to resolve my concern.

I was late on a payment and they demanded a $318 to restart my internet (after claiming on the phone that it was physically disconnected, and all visible connections were still in place (pictures on demand).

This happened once before, and their previous policy of just locking the internet to a webpage where I can pay the due bill (usually with a small penalty) was acceptable for me. This new policy that had little or no warning and a sudden disconnect. Then they seemingly gouge the customer for more money and discount the 3-4 years of patronage I have given them. I have been out of town regularly for the last month, any letters dropped off would not have been noticed, and the customer service rep was completely powerless to help he in any way.

Issues:

- lack of any appreciation for being a loyal customer for 3-4 years

- policy that is very unfair, demanding a 300% charge (fees, deposit, month in advance payment, and current balance). Over $90 due on an account, they cut me off, then demanded $319 to be able to reconnect. Not in my budget, complete top down corporate dictating policy, and utter lack of local management/representatives empowered to help. I am now seeking any competent competitor who has an A+ rating, and honors loyal customer service. Not just pushing top down command control gouging rules from top management.

I ask that Cable One:

- Apologize for their treatment of my contract

- Stop changing their policies to gouge customers at every turn

- Empower local offices and especially the reps you talk to to actually be able to help you and make decisions

- Change there late fee, unpaid account policy to shut down their internet connection and allow them, ONLINE, to pay their billand get it reconnected. Like they used too.

What I see is a company that is getting too corporate, greedy, lacks valuing their customers (except in canned responses forced to be said by their reps (poor guys)). And that is striving, at all costs, to keep the monthly fee at as close to $60+ regardless of anything their advertisements say.

Signed,

A Very unsatisfied customer.

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,

I have been banned from Cableone's [redacted] page for voicing my opinion and giving out advice on how to complain to [redacted] about Cable One [redacted] Cableone may, listen to our concerns and complaints only if there is enough outside pressure to force them. Go to the [redacted] and file a complaint.
If cableone is petty enough to stop dissenting voices from being heard, they will never, ever raise data limits or listen to your complaints.
I dispise the low data caps, and having to vigorously monitor my usage or be forced to upgrade to the next more expensive, but, not more helpful tier. I currently have 300GB, the next tier is only 400GB for almost twice the price. You don't even get twice the data!
Hey Cable One, if you penalize us for going over the cap, how about a refund if we don't go over (don't use allocated data)? Or how about rolling our unused data into the next month until we reach a 1000GB limit, so we can use large amounts of data (streaming or gaming ) during the times your TV programming sucks?
Cableone will never raise or get rid of data caps, it's there business model to make more money and to stop cord cutters (can't stream if you don't have the data).
Complaining here is fine, but until Cableone feels pressure from a competitor ([redacted]) or government ([redacted]), don't expect them to change. [redacted] is just now starting to cap data, others will follow, Cableone is a leader in capping data. File a complaint with [redacted]

Oh, again, banning me from your [redacted] page, petty, just petty...
Edit: 1/13/2016
I did contact [redacted], Cable One's lawyer responded. Nutshell - 'Cable ONE is a business, they can offer (or not offer) services they deem necessary. If you (customer) don't like current plan, you can upgrade; if you go over your data caps 3x in a rolling 12 month period, you will be upgraded to the next higher tier, you must stay in that tier for at least 3 months then you can return to the lesser tier.'
Cable ONE will not be changing services or increasing data caps until they get enough pressure from customers (complain to [redacted] people). Data caps will stay in place....get used to them...

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 response is no response at all. Just says they will look at it,  the do nothing is what my original complaint was about, nothing changed. I am surprised the Revdex.com lets anyone game the system like this, I expected better.Let me know when there is an actual response. Although anything at all happening would be a big surprise.

Regards,

Currently the customer disconnected the account.

Please have the customer contact the local general, [redacted], to work together on a resolution. [redacted] is aware of the customer concern is looking forward to speaking with them.

Please have the customer contact the local Gneral Manager, [redacted]. He is aware of the situation and is looking forward to working together to a solution.

Please have the customer contact the local GM , [redacted], who will work with them to resolve this issue.

The local office completed a service call to fix the issue and a credit has been applied to the account.

Usage Guidelines have been in place and standard for all High Speed Data customers for some time. The local GM sent the following, explaining this in detail. Mr. [redacted], I received your Revdex.com complaint and apologize for any misunderstanding that may have...

occurred.  We do have data guidelines that differ depending upon which service you subscribe to.  I will address the issue that this was not thoroughly explained to you during the sales process.   I have reviewed your bandwidth usage and it looks like this higher package you are now in, fits your current bandwidth usage.  Below is the link to our Acceptable Use Policy which explains the data guidelines.  You had to agree to these in order to register for your service.  http://www.cableone.net/Pages/internetaup.aspx.  Section III – Network Management and limitation on bandwidth consumption and data storage explains our policy. We contact customers three times to inform them they are exceeding their data guidelines.  You should have received these emails and pop up messages from us prior to any changes to your package. A credit for the difference in cost ($58.07) was applied to your account on July 10th.  I will be happy to credit your account for another $58.07 – the difference for another month of service in order to give you an opportunity to review your bandwidth usage.  If your usage drops below 300 gig for the next 3 months, we will be more than happy to move you back to the original package. Please do not hesitate to contact me with further questions.  We appreciate your business and hope that this resolves any concerns you may have. Best Regards, [redacted]General ManagerCable One – West Valley, ID  (Western Idaho, Eastern Oregon)###-###-####

The local office GM will be contacted immediately. The consumer should get a followup call by a local manager after research has been completed.

The local office has made several attempts to contact the customer and discuss a resolution. No response so far. Please have the customer contact the local office to review the two accounts they have with us.

Our local office contacted the customer and made the corrections to the address.

Offers data caps insufficient to cover the average customer as they constantly promote that the customer stream video from their Facebook page. I have 100mbs account but have to limit it to 5mbs at my router just so I don't accidentally go over my cap and still have gone over. The highest speed I've ever seen down is 20mbs and they just say it works fine on their side and it will for the next hour after they look into it then back down to 20. If you go over data cap you are forced to upgrade to the next plan an additional $25 or more and your only other option is to cancel service.

Our local office verified signal issues in the customer's area. A tech was dispatched and fixed the equipment affected. The local office will contact the customer to confirm signal is back up.

[redacted]:

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,

On 10-31-2014, a Cable One representative explained High Speed Data Plan they had signed at installation. In that discussion, the representative detailed the Acceptable Use Policy which states limits to average usage, which they have continually exceeded.The customer states they have documentation showing proof of an unlimited plan. We would like for the customer to bring the document into the local office and present it to the General Manager ([redacted]).