Cable One, Inc.

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.

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.

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

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.

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

Per the attached document explaining our usage policy, you can go back to the original level of service once it is shown that the average bandwidth is consistently within those levels for several months.

To avoid a change based on a one-time aberration, it is only when a customer exceeds the usage limitation 3 times in a 12 month period that the customer is required to upgrade to a package that can accommodate his actual usage. Cable One sends notices alerting the customer when he goes over his...

data allowance so there are no surprises. Once a customer has been upgraded, he may return to his original plan after 3 months. This is detailed in the attached document.

The only reason they exist is because of monopolies in their area. Their pricing is beyond expensive - Over $100 for internet often happens quickly due to their 'datacap" policy where they automatically increase your rates for internet if you go over. Their cap is so low you can hit it with basic browsing. This is a predatory business that goes after small communities that offer no competition.

This company's services are shoddy at best. They are constantly going out and having down time. We did not receive a statement for one month payment from them.

We then received our regular statement with a statement for last month with a $8 late fee. We immediately mailed a check. Our services were "disrupted" less than two days after receiving the statement in the mail. Yet it takes 2 weeks to even get a service guy out to your house and even then they will be there between 8am and 4pm(nevermind that you have a 9-5 job that you need to be at). But they are able to shut you off at midnight with hardly any notification and then charge you even more to turn it back on.

They never sent a first or second notification or called to find out why we have not paid. We have not missed a payment in the past 4 years.

Then they are going charge me on top of the $8 late fee a $12 reinstallation fee, for someone to push a button and turn it back on.

What a way for a company to provide lousy service and then show top speed in cutting you off and gouge loyal costomers. Honestly most customers probably deserve at least one month free a year for all the time that they are down.

Cable Ones internet, phone, and cable TV service is the worst I've ever seen. But, the customer service you encounter when you call about issues is even worse! Internet connectivity is so unstable you really can't rely on it. Customer service reps are the rudest people I've ever dealt with. They pretty much have a monopoly on the MS Gulf Coast and they know it! The only thing "PREMIUM", reliable or speedy you will get with Cable One is the BILL! In a nut shell .. with them you get the highest prices, lowest quality, and most horrible attitude of customer service help. Get your service elsewhere ... because no one could possibly be worse!

I recently received a $2.99 sur-charge for sports channel. My. household has no desirer to watch any forms of sports. When I tried to contact the company, this long tape was played, then it would stated, " A representative will be with you shortly," Then it would hang up. I went on line and this is what was shown:

I have a new charge on my bill called "Sports Surcharge" for $2.94 - what is this?

Sports programming has become one of the biggest drivers of programming cost increases for cable and satellite providers, and now represents more than one third of Cable ONE's programming costs. Despite our best efforts to control these sports programming fees, Cable ONE, like other cable and satellite companies, can no longer continue to absorb these increased costs. This surcharge covers a small portion of our costs to carry increasingly expensive sports programming that is carried by networks in every level of our channel lineup, including dedicated sports channels such as ESPN, NBC Sports, and the NFL Network, as well as on general entertainment networks such as TNT, TBS, USA Network, and your Regional Sports Networks.

This is very WRONG to charge people for this service especially when they are not interested. If I don't pay the sur-charge what will the outcome be?

Cable One is FULL of it.

The local General Manager, [redacted] has been informed about your complaint and he will call you in a couple of days to provide an update.

Customer exceeded our data use guidelines. He was given options to move to the higher level of service or pay the fees if he continued to use more that allowed. He refused to work with us so we closed the complaint.

The late and transfer fee was removed. The local office left a few messages so they can explain that one service month is due. If not paid on time, the customer will be assessed fees that they will have to pay.

The customer modem was replaced on 11/30 and the issues have not repeated.

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Please call/visit the GM, ([redacted]). They are expecting your call/visit.

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.

He lied to you all. He didnt offer any kind of resoluion at all. Im very disappointed with their way of doing things and especially to seniors. Everyone I know is going to be told of this and tell them to change over to a dish network.

Regards,

Before any installation is completed, the customer electronically signs to finalize the process. This was done by the customer. Therefore, the contract is valid along any term or financial obligation.

We understand the customers concern, however, through research by the local office, best effort speeds to their network are near the 50 Meg, what the customer pushes through his network/or devices will be determined by the architecture setup in the home. I will ask the local office to send someone out walk the customer through our different speed tests.

The local office has been trying to reach the customer since December 14 2015.The customer will not respond. Here is the GM’s direct line, please have the customer contact to resolve this issue.
GM: Ted R[redacted]              ###-###-####