Bristol Virginia Utilities Brd

Our records show we went onsite to Mr [redacted] house on 11/1/and our employee did disconnect the power for non pay at 2:10pmMr [redacted] came outside and said he would come to our office and pay if we would turn if back on, so our employee turned it back on before leaving the address Mr [redacted] came into the office and paid at 2:pm the past due amountI have attached the late notice that was sent to Mr [redacted] with the past due amount and dates I have also attached the BVU Rules and Regulations, that are approved by TVA and highlighted the sections that would cover BVU to disconnect in the event of a past due billPlease let me know if you have any other questions[redacted] Customer Service Manager, BVU [redacted] | [redacted] ***

Mr [redacted] become a BVU OptiNet customer in June and remains a BVU OptiNet customer Mr [redacted] has complained to the Revdex.com regarding service issues related to his BVU OptiNet services Per our trouble ticketing system, Mr [redacted] did not log any type of trouble tickets, by calling either BVU customer service or BVU technical support service, for service issues in calendar year or thus far for calendar year In one trouble ticket was opened when Mr [redacted] traded out his CATV set top boxes and found that several of the CATV channels would not authorize on the set top box BVU sent an onsite trouble technician to Mr [redacted] ’s home The trouble technician replaced the coax ends and a splitter This on site work resolved the service issues reported by Mr [redacted] We regret that Mr [redacted] feels this way regarding his BVU OptiNet service BVU OptiNet has a x technical service support center that Mr [redacted] can call with any issues he has with his BVU OptiNet service The toll free number for this support center is [redacted]

I have reviewed the response offer made by the business in reference to complaint ID ***, 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 attempted to contact BVU customer service on multiple attempts but was directed to an automated voice messaging system each time. As they have stated I did not file any complaints tickets in or because every attempt to do so is met with frustration and a minute phone conversation with a computer. Unfortunately I do not have that sort of time to commit to try to remedy the problem of spotty cable and sluggish internet services. I suppose I should understand the lack of customer service since there are enough problems going on in-house at Bristol Virginia Utilities to keep their hands full. I will continue to try and contact them about the issues I'm having with their service and customer service but do not expect to met with anymore success than has been displayed in the past
Regards,
*** ***

Our records show we went onsite to Mr. [redacted] house on  11/1/2016 and our employee did disconnect the power for non pay at 2:10pm. Mr. [redacted] came outside and said he would come to our office and pay if we would turn if back on,  so our employee turned it back on before leaving the address....

Mr. [redacted] came into the office and paid at 2:33 pm the past due amount. I have attached the late notice that was sent to Mr. [redacted] with the past due amount and dates.  I have also attached the BVU Rules and Regulations, that are approved by TVA and highlighted the sections that would cover BVU to disconnect in the event of a past due bill. Please let me know if you have any other questions.[redacted]Customer Service Manager, BVU[redacted] | [redacted]

Mr. [redacted] become a BVU OptiNet customer in June 2003 and remains a BVU OptiNet customer.  Mr. [redacted] has complained to the Revdex.com regarding service issues related to his BVU OptiNet services.  Per our trouble ticketing system, Mr. [redacted] did not log any type of trouble tickets,...

by calling either BVU customer service or BVU technical support service, for service issues in calendar year 2013 or thus far for calendar year 2015.  In 2014 one trouble ticket was opened when Mr. [redacted] traded out his CATV set top boxes and found that several of the CATV channels would not authorize on the set top box.  BVU sent an onsite trouble technician to Mr. [redacted]’s home.  The trouble technician replaced the coax ends and a splitter.  This on site work resolved the service issues reported by Mr. [redacted].  We regret that Mr. [redacted] feels this way regarding his BVU OptiNet service.  BVU OptiNet has a 24 x 7 technical service support center that Mr. [redacted] can call with any issues he has with his BVU OptiNet service.  The toll free number for this support center is [redacted].

Review: To whom it may concern (the people of Western Virginia):

It is hard for me to imagine that this company has installed fiber optic cables and high speed internet throughout the area in order to attract business to the area. I live here and this internet, TV, HD services are atrocious. Supposedly this is their main attraction to the area for business and I cannot even get stable internet service in my house. I have tried to make complaints with the company but there is no place to do so. There has been recent documented corruption for BVU in the [redacted] and I just think it is ridiculous that the service is as horrible as the management is and the bills are higher than ever. Not to mention when I get onto their website under the "news" section there is no news of the recent resignation or trial of their former executives. funny. Please helpDesired Settlement: I just don't understand how a business that has stated it has installed "state of the art" technology cable and internet can have the corruption that it does while I continue to have connection problems. Something is not right here. Obviously there are issues here that are being investigated but I feel this needs to be bigger headline news.

Business

Response:

Mr. [redacted] become a BVU OptiNet customer in June 2003 and remains a BVU OptiNet customer. Mr. [redacted] has complained to the Revdex.com regarding service issues related to his BVU OptiNet services. Per our trouble ticketing system, Mr. [redacted] did not log any type of trouble tickets, by calling either BVU customer service or BVU technical support service, for service issues in calendar year 2013 or thus far for calendar year 2015. In 2014 one trouble ticket was opened when Mr. [redacted] traded out his CATV set top boxes and found that several of the CATV channels would not authorize on the set top box. BVU sent an onsite trouble technician to Mr. [redacted]’s home. The trouble technician replaced the coax ends and a splitter. This on site work resolved the service issues reported by Mr. [redacted]. We regret that Mr. [redacted] feels this way regarding his BVU OptiNet service. BVU OptiNet has a 24 x 7 technical service support center that Mr. [redacted] can call with any issues he has with his BVU OptiNet service. The toll free number for this support center is [redacted].

Consumer

Response:

I have reviewed the response offer 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 attempted to contact BVU customer service on multiple attempts but was directed to an automated voice messaging system each time. As they have stated I did not file any complaints tickets in 2014 or 2015 because every attempt to do so is met with frustration and a 30 minute phone conversation with a computer. Unfortunately I do not have that sort of time to commit to try to remedy the problem of spotty cable and sluggish internet services. I suppose I should understand the lack of customer service since there are enough problems going on in-house at Bristol Virginia Utilities to keep their hands full. I will continue to try and contact them about the issues I'm having with their service and customer service but do not expect to met with anymore success than has been displayed in the past.

Regards,