Cable One, Inc.

The customer has not been able to pay their bill consistently their installs 11/2015, getting disconnected 3/2016 and reconnected the next day. The customer started exceeding their data limits in December 2015 by quite a bit. Notifications were sent out for three months straight warning the customer...

that unless they managed their usage better, they would be moved to the appropriate level of service for their usage. the usage continued to grow and thus, moved to the new level of service 5/10/2016. Now, the customer is starting to exceed the new levels. If they cannot manage their usage, they will be required to move to a higher level of service at a higher price.If they should have any questions, they can go to the local office and speak with the General Manager.

Revdex.com:
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.
I do not know what “having technical issues with our third party” could possibly mean.  They were having problems with their third party responding or addressing my problems at all and that is my complaint.  I do not know what “as soon as we get a solution we will notify them” means. Their customer service is to wait on their unresponsive third party before communicating with their customer which is absolutely no customer service at all.  As I stated, my issues were addressed after 3 weeks and 3 days which is unacceptable, especially for a business account.  I don’t see that anything has been accomplished. Cableone just responds with a non-descript, non-intelligible, non-specific response meant to satisfy Revdex.com. The person writing that response is not aware of the details of the problem. This exemplifies Cableone’s complete failure in the customer service area.  Two weeks later, I experienced another problem and I was told how to resolve it myself.  I am, after 3 weeks continuing to experience problems, but I have not contacted them again and that is another matter. I work on it every day because I have no confidence in Cableone. I am going to have to hire someone to correct Cableone’s problem it appears. Where do we go from here?
Regards,
[redacted]

A credit has already been submitted. An upgrade will be completed in the area by May. If the customer has any further questions on the timing, he can walk in and ask for the local General Manager, [redacted] for further details.

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 business team will call the customer and work with them to disconnect without any penalty.

Revdex.com: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 Reject, as I have not heard any details from the company about resettling the price.  Regards,[redacted]

Please have the customer call the local General Manager, Terrry Womack, to discuss a resolution.

We understand the customer's concern, however our contract and usage policy provides the bandwidth limits for each residential customer. Please see attached.

The local office has made several attempts to reach the customer. We again ask the customer to respond directly to the General Manager Frankie P[redacted] at ###-###-####. She is willing to work with him.

[redacted]...

[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,

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.I have been told countless times that there is no issue and I am not accepting that response.  There is an issue and I lost a lot of money and clients due to these issues (ie. constant loss of Internet connection), and on top of that tech support was informed about my situation and business.  I am still standing by my initial complaint and an not going to accept "there is no issue with the modem so we will call and send someone to troubleshoot it, and give you credit if any".  I am telling you there is an issue and you will fix it and you will give me credit.

Regards,

[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.Since I only have 2 options, either disagree or agree and I only have 1 week.....
Against my better judgment I'll accept this as being done as I'm not doing this to cause anyone any problems.
I was going to wait until I got my next bill so I'd have something in writing just because I've been lied to more than I've been helped.
I'm not sure why Cableone is so reluctant to help their patrons so am glad I found this as a way to get help.

Regards,Sean
 [redacted]

The local office has left several messages for the customer with hope of agreeing on a fix to correct this. Please ask them to return the call.

We have had cable one for a few months, and in that time we have had NOTHING but problems with their internet connection, I am constantly being disconnected nor do I recieve the speed advertised or that I am paying for, although my main concern is the reliability, when we call tech support they give us the run around of 'power cycle the modem/router as we see no issues on our end' and despite many reboots nothing has been resolved, the reliability is so bad that I use my verizon cell phone's hotspot just to ensure that I have any kind of reliability.

I was called by Cable One and offered a different package with an insignificantly higher data cap at a much higher price to "resolve" my complaint. This...

completely ignored the point of the complaint, which is that their data caps at ALL price points are ridiculously low. Because of [redacted] regulations that bar companies from throttling speeds based on content providers, these cable companies now decide to limit the amount of data an individual can use to get around [redacted] regulations. I can't reasonably use my internet for normal day use at these data cap limits, even when trying all their "suggestions" on their website to lower my usage. Based on this fact alone, their data limits are outrageously low even for every day normal use.Thanks for nothing, Cable One. You've lost a customer and I hope you get fines from the [redacted] when they say data caps are bogus.

Ms. [redacted] has consistently be past due on her account. The local office has explained what she needs to pay to turn the service back on. The customer has yet to do so.

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.During the initial call to Cable One to sign up with service we asked and were clearly told there was no "data cap", that service was unlimited in the exact same manner as all of Cable One's competitors. Terms and conditions were provided only later, after paying for service through the initial sales setup call.  I did not dive too far into the fine print after the initial sales and setup conversation, as I was assuming that what we were told during the phone conversation was true about the service.  Being informed many months later that Cable One's subjective and unreasonable definition of "data guideline" is clearly a "data cap" and that additional fees (to the tune of 3x the cost) or discontinuation of service apply after this data cap is reached is clearly a bait and switch tactic, which is dishonest and unacceptable.  I expect the deal to be honored for the length of service agreed upon during the initial sales and setup call, at the amount agreed upon.        

Regards,[redacted]

I spoke with the local office and they would like the customer to contact their General Manager by the name of [redacted] is prepared to discuss a resolution ASAP.

After researching the facts behind the issues, we want to apologize for the minimal support the customer received. There were clear problems she experienced. As a result, we will refund what is left on her account since the disconnection.

Cable One respects the customer's point of view. However, they will need to call the local office, as instructed, to make arrangements to return the equipment.