Cable One, Inc.

Local office spoke with the customer and the issue has been resolved.

We apologize for the missing bill. The local office will contact Ms. [redacted] and arrange a time to cover her them in detail. Thank you.

Our billing statements go out in a timely matter so customers are not rushed to pay. However, if a customer runs so many days past due, it is our policy to take the payment from the credit card on file. The customer agreed to this when they singned up.

I am a new Boise customer of Cable One and finding it difficult to make contact with the company to get to the bottom of my issue. I was set up with Internet only service which is what I requested and just received a notice via email which I set up with them indicating I have exceeded my data plan limit. I received no plan paperwork for the service so was unaware that there was a limit. The notice I received indicates this was the second notice. Cable One's counting mechanism must be experiencing issues. I do not block them in my email so if a prior notice had come in I would have received it.

The real issue is that they have deceptive sales tactics that others should know about. When I was getting DSL services I had the same internet usage and did not have any limits to contend with. Here too I believe their measuring mechanism has a flaw. They cannot seem to provide me with numbers to show that I have gone over the data limit.

The account is now active, they were not charged a reconnect fee. it is important for the customer to note, in order to avoid and future interruptions, they must pay at least 48 hours prior to any disconnection, otherwise, there is no guarantee the payment will be applied in time.

The local General Manager,*. [redacted], has been abreat of the issues and will have someone contact the customer to work out a solution.

After researching the account, the local office shows the service was re-enabled on the 23rd, the same day as the payment was posted.

A $90 credit has been applied to the account.

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 accept that Cable One will remove the charge of 137.94 but I also request that NCC remove this charge as well. I have tried to speak with NCC about this matter yet they will not communicate with me about this matter. NCC still sends letters regarding the above account for collections and will not remove from NCC collections Nor have they removed from my credit reports. After this is completed I will accept the reolution. Again I have tried to contact NCC and they will not discuss this with me so I would expect Cable One to contact NCC to fix this problem. Thank You,

Regards,[redacted]

Please have the customer contact the local General Manager by the name of [redacted]. She has a copy of the original call in question and looks forward to clearing up this issue with the customer.

We are very appreciative of the customer's feedback, however, it is Cable one's policy to try and contact the customer multiple ways of informing them about exceeding allowable limits. Contacting the customer by phone is the main avenue.

When the change was made the bill had already went out. The actual balance due is $12.41.

Cable One moved to a new Email provider. The customer issues are a result of this. We contacted the new provider and believe the issues are resolved. Our technical Call Center left several messages with the customer but has not received a reply.

Yes. The account was closed because I was contacted directly by a Cable One rep. the day after my complaint. Everything was resolved.

The local office spoke with the [redacted] about the delay to process adding a home to our system. It is just something that takes time unfortunately. They agreed the 7/8 date would be OK for install.

I called cable one on the 16th of January to notify them that my Internet service was not working. They informed me that there was an outage and it was being worked on. However I did not get service back for the rest of the day. The next day I woke up and still no service. I called again and again I was assured the issue was being working on and could take up to another 24 hours. The customer service representative told me that I would not be pro-rated for the two days I didn't have service. The next day my service went out again and when I called a customer service representative said the issue was being worked on. I was told there was nothing that could be done to resolve my issue. Cable one has failed to provide me with a service that I paid for and appears to be unbothered with the inconvenience to the customer when Internet is down three days in a row.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that...

as long as they continue to research and repair this problem instead of just dropping it and not fully checking out the situation. Once the system stays up for a time frame with no drop outs at all will I consider this 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,

Our local office attempted to setup a service call to troubleshoot and fix any outstanding issues. The customer decided additional trips were not necessary and has since disconnected. Therefore, we are unable to justify a refund.

The company disconnection process was explained to customer. The bill must be paid in accordance with this process or services will be disconnected.