Cable One, Inc.

The local General Manager, [redacted] ###-###-####, has monitored utilization on the modem and has not found any abnormalities. He will have someone in his office contact the customer in the next few days to setup a time someone can come by and troubleshoot further. At that time,...

he will decide on a credit, if any.

The local office is contacting our accounts payable department to initiate a refund. The check will be mailed out no later than July 27th.

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.Their statements are mailed on the 16th of the month, and not received until 10 days later, and are due within 4 days. They have a drop box for payments, and payments are not even recorded in a timely manner. I spoke to a representative ([redacted]-not even from this area but to a local phone #) on 6/29/15 and she advised me that there was a 10 day grace period. This does not seem to be the case. She did put a credit on our account for an additional charge taken in error of $12.00 for a reinstatement fee. There does not seem to be a resolution to their billing problem except an automatic payment withdrawal which we are not accepting. Maybe they should give an additional week for payments due. Months ago we even contacted our local PO on mail delay issues because of having to go through Lubbock, TX.

Regards,

Cable One has a policy of forcing the customer into higher data plans if you go over usage for a set period of months. I recently had to move to one of the higher plans. The issue I have is they do not post ANYWHERE the price of these data plans. I am going to put it here so everyone will know, their highest tier plan is $255 I find it extremely shady this information is not offered anywhere on their website and the only way you find out is when you have to make a call because they are cancelling your service if you don't change plans.

According to the records I have included,1.       the customer called in on Feb 17th and a trouble call was scheduled for Feb 19th. 2.       the trouble call was rescheduled on Feb 18th and we responded. This issue should be closed.

The local office spoke with the customer and an arrangement was reached where a credit of $140 would be applied and the customer would pay the rest of the balance.

The customer service reps are not nice to start. I have had TV interruption for 4 months now they keep telling me when they fix the problem they will discount me. well 140 a month for TV I cant watch and internet that is slow, many times it simply disconnects us in middle of use. Terrible provider.

The local GM, [redacted], will be contacted and should resrach his problem for a resolution. Consumer will be contacted by a local rep once complete.

The local office is working the customer to resolve this issue.

A $40 credit was placed on the account for the one day inconvenience.

If the customer can show they can manage their usage within the limits for consecutive months, they can downgrade to a lower package. However, if you see the attached graph of their usage, they have exceeded the original limits in February, March and on pace to do so in April.

The local office contacted the customer to setup a time to replace the cable on the outside. This was done on 2/24/2016. Services should be restored. To improve the service, there is a plan to upgrade the area in the coming months which should made speeds more stable. We appreciate your patient....

Please have the customer contact the local General Manager by the name of [redacted]. His is looking forward to working together in solving the problem.

I have had 3 technician visits and numerous calls to this company. My data usage has nothing to do with the issues I am having. I expect to receive a replacement 32 channel modem by the end of business today.

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.  I would like to thank Cable One for backing down, bc I did a Revdex.com Complaint.  It does not answer my complaint in the fact that Cable One chose to NOT use the ACTIVE email address I have on file.Cable One's Tech Support CONFIRMED that the email address they used to inform me that I had gone over my bandwidth has NOT EVER been made active. [redacted] DOES NOT EXIST.  How can Cable One claim they are contacting a customer when they are most definitely NOT.I did a search of highest rated ISPs in my area.  I saw other customers with this very issue.  I saw that more than 1 customer that received the "you gone over 3 times--contact us by XX date to upgrade your service" letter, that DID contact Cable One  BY or BEFORE the date on the letter & their service was TERMINATED.  Calls and escalations did no good to get these customers service back & they were forced to seek service elsewhere.In conclusion, I feel the need to re-state--I am NOT arguing any bandwidth restrictions per whatever TOS Cable One is clinging to. I AM arguing their contact methods.  I AM arguing that I asked to escalate TWICE & was denied.To finalize, I have been a customer since 9/4/2007.  I requested termination on 9/29/2014 & am awaiting refund.  I REFUSE to be the next casualty of Cable One & I have retained the services of a provider that does not have bandwidth restrictions.Cable One--you are losing valued customers, due to your inadequacies.  It would behoove you to pay attention.

Regards,[redacted]

The complaint has been shared with the local General Manager, [redacted]. He is looking forward to the customer contacting him at [redacted] x [redacted] and working together on a resolution.,

[redacted]

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 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 unknowingly over paying for services. I originally signed up for a 10mbps internet plan @ $53 per month. This month makes 44 months of service that is automatically withdrawn from my account. I saw an internet add for a 50mbps plan for $50. So I think to myself I'm over paying for my services every month. I brought it the the attention of the front desk worker and she said my 10mbps plan isn't even offered anymore. I waited till the following week to talk with the GM since he was out of the office. He was less than helpful and down right rude. He refused to make the over payments right and Said that it was what I signed up for 4 years ago. I explained that my service should have been upgraded to match the monthly premium I was paying for and he disagreed. I was a loyal customer who was never late but still treated like dirt by this company. I canceled my service after our conversation. I will not be treated like this. On average I over played by $336 per year. This isn't a small petty matter, they are crooks.

There was a delayed update but the correction has been applied to the account. Our local GM will email the customer to explain the correction.