Cable One, Inc.

Cable One respects the customer's point of view, however, our facts show that the information was disclosed.

Please have the customer contact [redacted] from the local office. He is aware of the situation and is looking forward to working together to resolve.

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.

I have also added a pic of my connection all weekend, not even a Mb.

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,

The local office contacted the person listed on the account, the husband. He was not aware of any issues. He thinks his wife called. We asked that she call back to discuss the recent downgrade, the effect on the bill moving forward.

We can only help the customer if the decide to work with us. We again, offer the opportunity work with her is she would respond directly.

Check will be sent overnight Thursday the 17th.

You know I have never had any results complaining to you and it seems that you are in favor of the companies- I NEVER...

received notification that cableone had responded  so that I could respond. For the Record I AM NOT satisfied and once more a complaint has been brushed aside somehow. Cableone lost us  a lot of money – we had to close our office for a whole day and then for 2 weeks we barely had service. As they said the issue was fixed on the 27th!! So from Feb 8 to the 27th we had hardly any service 

[redacted]
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I had my internet shut off for data overage when the plan I signed up for was unlimited data. I had never missed a payment but was shut off anyway. When attempting to contact the office, was told a supervisor would contact me which never happened. It is now hours later and I'm still trying to get the issue resolved but continue to get the run around

I have not been contacted by the company not by email or phone. In fact I requested a call back from the local office personally to have a supervisor contact me and I was assured they would and they never did either. My contact information Is up to date current and accurate.

CableONE's response is not acceptable. The described usage agreement does not address the assertions made in CableONE public...

advertising and product descriptions stating that there are no overage fees. The claim of "ABSOLUTELY NO OVERAGE FEES" is a plain declaration that a user will not be required to pay additional money for additional usage. The request that we pay more money based on our internet usage is therefore ridiculous.Additionally, the assertion that our usage is burdensome or excessive is ridiculous:
At a transfer rate of 100Mbps, a user will exceed 300GBs in only 8 hours, or 16 minutes / day.
A user storing or retrieving their hard drive backup from the typical cloud based storage solution would exceed this in a single backup attempt.
This service is advertised as being ideal for streaming video to multiple devices. The average US adult consumes over 5 hours of streaming video content per day. [redacted]
Three devices receiving STANDARD DEFINITION content from Netflix for this average 5 hours / day of video consumption would use 450GB of data / month on Netflix alone.
Therefore, the assertion that we are a high usage household is completely absurd. We are by definition AVERAGE.
CableONE made it very clear in their advertising and product descriptions that customers will not be charged extra or discriminated against based on their data usage, and yet that is exactly what they are doing.
These complaints have been forwarded to the FCC and FTC

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 received a call from cable one - no message no way to get back in touch....this is what has been done then they say they called me and weren't able to leave a message. I checked my voicemail it's working fine.

Regards,

The local office has made several attempts to reach the customer via phone, door tag and letter. They have not responded. If they would contact the local office, we are willing to discuss a solution.

Please Have the customer contact the local Office General Manager by the Name of [redacted] in [redacted] is aware of the billing issue and is looking to resolve the issue together.

Does not explain why we were forced off of our unlimited plan. When we signed up we were told we had unlimited.

After researching the customer's account, we were able to answer the following issues for them:
1. Service problem - Setup a service call around the tenth
2. Bandwidth Usage - Customer requested that we remove usage guidelines. Unfortunately, we cannot and here is the...

impact on other customers.The Cable One network is designed for typical residential computer user. Computer activity resulting in excessive or sustained bandwidth may burden the network and such usage may be restricted. Bandwidth on our network is a limited, shared resource among subscribers. Because we seek to provide the Service at a reasonable cost to the largest number of users, the use of our network is subject to usage limitations.
Excessive use means bandwidth or data usage that is significantly higher than typical usage for which our network is designed. Such use consumes so much data it negatively impact the Service Provided to other customers. In order to ensure an optimized Internet experience for all customers, data plans have been assigned to all Internet services. You can find this Data Plans on out web site.
 
As a result of the attached usage, and subsequent notifications, the levels of usage has not changed. If you are not able to change your behavior the result may be moving your account to higher level. Even after that move, if you can demonstrate the ability to maintain a lower level of usage, we would be willing to move your account back down.

We respect and understand the customer's request. However,the customer signed up for the service and provided their credit card, as expected of all new customers. Pulling a payment from the credit card is a part of the billing process. Therefore, we are not obligated to refund the payment owed...

and taken from the credit card.

The issue was repaired and a credit was issued for the inconvenience. If this is not satisfactory, the Business Service group is willing to discuss it. Please call Katherine C[redacted] at ###-###-####.

I use Cable One for Internet service. On average, I experience outages once a week. Yesterday, the Internet was intermittent all day and continuing to do so today. I don't get any notification that they are planned outages. There is also no compensation for this. I go to school online. This is very disruptive to getting my assignments done on time.

We have corrected the services shutting done periodically. However, the DNS issue still exists. We have our engineers researching this now. We will provide an update as things progress.