Boycom Cablevision Inc

Initial Business Response /* (1000, 5, 2016/02/05) */
Contact Name and Title: *** ***, Office Man
Contact Phone: XXXXXXXXXX
Contact Email: ***@boycomonline.com
The download and upload speeds offered by Boycom are not guaranteedThe service is sold as "up to" the package speed and the
customer may experience varying download or upload speeds during peak usage timesSince the date this complaint was filed, Boycom has completed some scheduled technology upgrades to alleviate some customer impacting saturation issuesThese upgrades would have improved Mr*** service as wellWe have not had a service request from Mr*** since July and that request was for slow speedsA Boycom service technician went to the customer's residence and as a result of that service call, the customer decided to upgrade his internet package from 6Mbps download to 10Mbps downloadThere are no service call requests or notes in customer's account since that service call in July indicating this customer was experiencing slow internet download speedsThis customer's modem was placed on a device watch list for monitoring the modems signal readings and traffic for a week period after receiving this complaintThe modem did not report any signal readings out of specification for the week time periodThe traffic history during that time does show the modem moved up to 9Mbps download at one timePlease advise customer to call our office at his convenience and schedule a service call with one of our technicians so his issues can be resolved
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The reason I had filed the complaint is that the service had been poor for a number of monthsBoycom's response to my complaint, as communicated through the Revdex.com, stated: "Since the date this complaint was filed, Boycom has completed some scheduled technology upgrades to alleviate some customer impacting saturation issues."
Soon after the filing of my complaint the internet service improved and I no longer have any problems with the quality of the serviceI am able to make use of the internet easily and seamlesslyIt's, pardon the pun, "up to speed."
Thank you

Initial Business Response /* (1000, 7, 2015/06/30) */
Customer states that he is charged $per month for his Boycom internet service, which is a true statementWhat the customer failed to disclose is that he is receiving a $per month commercial internet package for that $per
monthA service technician was dispatched to customer's residence on 6/17/in response to customer's reported service issuesThe technician did make a change to customer's signal levels, replace customer's ethernet cord and replace customer's cable modemWhen the technician completed the changes at customer's residence, customer was asked to perform testingThe results of this testing were that the customer was able to watch *** and a*** video at the same timeCustomer's modem was receiving provisioned download and upload upon completion of service callA courtesy call to customer after completion of service call by the technician and customer reported he felt his service issues had been resolvedAs to the comment customer made in complaint "they purposely mess up my internet on their end", Boycom has never, nor will they ever purposely alter or manipulate a paying customer's services intentionallyBoycom always strives to provide the very best service possible to all of our subscribersAt this time, customer has not reported any further service issues

Customer's modem was placed on our device watch list on 7/14/to allow us to gather readings and reports about the overall health of customer's cable modem and signal readings Reporting shows the modem has been online days and customer is receiving provisioned package download and
upload speeds consistently We will be happy to schedule a service call to customer's residence, please advise customer to call our office during regular business hours Monday, Tuesday, Thursday & Friday 8am-5pm, Wednesday 8am-4:30pm.We will do our very best to provide customer with consistent quality service

Initial Business Response /* (1000, 5, 2016/02/05) */
Contact Name and Title: *** ***, Office Man
Contact Phone: XXXXXXXXXX
Contact Email: ***@boycomonline.com
The download and upload speeds offered by Boycom are not guaranteed The service is sold as "up to" the package speed and the
customer may experience varying download or upload speeds during peak usage times Since the date this complaint was filed, Boycom has completed some scheduled technology upgrades to alleviate some customer impacting saturation issues These upgrades would have improved Mr*** service as well We have not had a service request from Mr*** since July and that request was for slow speeds A Boycom service technician went to the customer's residence and as a result of that service call, the customer decided to upgrade his internet package from 6Mbps download to 10Mbps download There are no service call requests or notes in customer's account since that service call in July indicating this customer was experiencing slow internet download speeds This customer's modem was placed on a device watch list for monitoring the modems signal readings and traffic for a week period after receiving this complaint The modem did not report any signal readings out of specification for the week time period The traffic history during that time does show the modem moved up to 9Mbps download at one time Please advise customer to call our office at his convenience and schedule a service call with one of our technicians so his issues can be resolved
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The reason I had filed the complaint is that the service had been poor for a number of monthsBoycom's response to my complaint, as communicated through the Revdex.com, stated: "Since the date this complaint was filed, Boycom has completed some scheduled technology upgrades to alleviate some customer impacting saturation issues."
Soon after the filing of my complaint the internet service improved and I no longer have any problems with the quality of the serviceI am able to make use of the internet easily and seamlesslyIt's, pardon the pun, "up to speed."
Thank you

Customer's modem was placed on our device watch list on 7/14/2016 to allow us to gather readings and reports about the overall health of customer's cable modem and signal readings.  Reporting shows the modem has been online 16 days and customer is receiving provisioned package download and...

upload speeds consistently.  We will be happy to schedule a service call to customer's residence, please advise customer to call our office during regular business hours.  Monday, Tuesday, Thursday & Friday 8am-5pm, Wednesday 8am-4:30pm.We will do our very best to provide customer with consistent quality service.

Initial Business Response /* (1000, 7, 2015/08/10) */
Customer subscribed to Boycom cable service on 7/2/2014. She is subscribed to Boycom's Broadcast Basic cable package and receives channels 2-21 on this package. On 7/30/2015, Boycom dispatched a service technician to customer's residence in...

response to customer reporting channel 3 & 10 had loud buzzing noise in audio and that channel 5 was completely out. Customer reported to customer service representative at the time the service order was taken that she only had one(1) Tv in the house. Boycom's service technician did find that customer's channels 3 & 10 had buzzing on two(2) of customer's TV's. At that time, service technician hooked up his Test TV to customer's cable outlets and his TV did not have the loud buzzing noise on channels 3 & 10 and channel 5 was working fine on his TV as well. Technician informed customer the issue she reported was not a Boycom service issue, but a problem with both of her televisions. Customer has reported similiar audio issues since installation and service orders have been created for these issues. As a result of each service order created and sent to the field with one of Boycom's technicians. Upon completion of each service order, a Boycom Customer Service Representative did a courtesy callback to the customer with results as follows: On 7/17/14-callback result was No Good Contact Number on customer's account. On 11/10/14-callback result was No Answer from number called on customer's account. On 3/23/15-callback result was No Answer from number on customer's account. On 6/15/15-callback result was No Answer from number on customer's account. On 6/22/15-callback result was per customer "All Good". On 7/17/15-callback result was No Answer, no voicemail set-up from number on customer's account. There is no report or service order on customer's account to support customer's claim of "service out completely for two days", and she did not state the dates of this outage. Boycom is not prepared to issue credit to this customer's account at this time as a result of our service technician finding 2 of customer's TV's to be in poor working condition. If customer replaces her TV's and still continues to experience these same issues, Boycom will dispatch a service technician to the residence at the time customer reports the service issues.