Cable One, Inc.

The local office reviewed the account and submitted a credit to zero the balance. The made an attempt to reach the customer to follow up.

Cable one is a service that a lot of people turn to for internet services. Being the times of now the internet is very important. When your services are suspended and they expect you to pay an enormous amount even after you went through the proper channels of calling and canceling certain programs in order to keep your internet and they continue to charge you because they didn't come out to pick up equipment as they were suppose to. I truly feel it is their mistake and they should take the loss. They should NOT be charging me for something I haven't used in over a month!!!

So everyone out there make sure if you get the call and if not don't TRUST that your services are disconnected. They will continue to charge you as long as like until they feel like coming out to get the equipment.

Cable one is DISHONEST AND THE MAJORITY OF THEIR EMPLOYEES ARE RUDE with NO CUSTOMER SERVICE!!

This is by far the worst cable company I have ever worked with, I called and set up my account, paid- and set up autopay because this is a second home which we only visit once a month. Needless to say, how they got my mom's number is beyond me- she doesn't even have service with them- on the account. But, I didn't find this out until the following week when I got a call from my mom saying they were following up with her to see how the install was. The day it was to be installed, no one showed, even though I called 3 times and was told they were on their way, then I got sent to their service system at 5 when I called to say they still had not shown....how did it go? You mean, how can we help get your service set up because we never showed the day we were supposed to be there, right?

The next week after my mom had told me they called, I called back and asked to have her removed from the account. I have now called and requested 6 different times to have her removed.

We have not been to the cabin in the last 8 weeks- my mom got a collection call this week that the bill has not been paid, how is this possible when I set it up on auto pay to begin with? Stupid me for assuming they would have done it correct. I paid the bill, called back and once again asked to have my mom taken off the account. I asked where the bills have been going, and again...to my mom's address. How did they even get her address? SHE DOESN't HAVE SERVICE WITH THEM.

Now I called back, and again, her number is still on the account- what about this do they not get, she should not be on the account. Now they want me to pay a reconnection fee, a deposit and several months in advance. Really?

I'm disgusted with how this has happened. We pay ALL of our bills on auto and have great credit, given how many times we have tried to get this resolved, you would think they would waive additional fees because it is there issue they can't send a bill to the right place, letalone set up autopay day one so this wouldn't have happened.

This order was placed through our online service web site. One of our retention reps will call him to see what could be worked out.

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 do not agree with this if you look at the bill I received from Cable One today it shows I owe $117 and if you add the $90 the lady said I had to pay to reconnect it does not add up to what they are saying. There are too many discrepancies as I have already shown.  They say they value me as a customer but yet no explanations no apology no resolutions.  Last year had problem with them overcharging and lying.  I also explained why I have been late the cable companies are the only ones that charge for services before you get it why?  I would like to stay with cable one but I have already stated what I would take as a resolution. They didn't value me as a tv customer after over 30 years, there are other internet providers I would hate to have to change. 
 
Regards,

First, we would like to apologize for the misunderstanding. When the customer was initially installed with the high speed data service, the customer was given a link which details our Acceptable Use Policy. Listed in that policy is the terms and conditions for bandwidth usage. If the...

customer consistently uses bandwidth above acceptable levels, then additional fees apply.

[redacted] is my wife, so I do not need her permission to access our account. Sorry Cableone, I know that would have been an easy fix for you.

The attached letter will explain the benefit of having a usage policy for all of our customers. We apologize that no one was able to explain what happens if you go over and what you can do to get back to the original level of service. If you are able to maintain usage in the original plan for three...

months, you will be able go back to it.

We don't have a system in [redacted]. What city is the customer referring to? There is no address on the attachment letter that indicates a location either. Please ask them to provide a address, and account number so we can get this to the right office.

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 response flat out ignores the most important points of the complaint. The same pipe is used to transmit internet services and television services while only one is throttled. What Cable One is doing is attempting forcing people onto their own proprietary services or be forced to watch alternate programming at worse video quality (or not at all) to fall within their arbitrary usage plan.
The following quote is a flat out lie because most ISPs today do not have any competition because of their agreements to not lay lines in competitors "territory".
"If the ISP has failed to properly balance cost and capability, people will stop buying its services and go to a competitor who does a better job of meeting the needs of the buying public. Of course, this would be an academic argument if the customer were contractually bound to Cable One and could not go elsewhere. The fact is that the customer is not stuck with Cable One. No residential customer is required to sign a contract which binds him to stay with Cable One."
If I had the choice to subscribe to a different ISP who follows net neutrality and does not limit usage I would. Which is exactly what I will be doing later this month thanks to Midcontinent Communications fight to be able to service the people in my area despite Cable One's efforts. If I was given a choice I would have never signed any service agreement with Cable One but they held a monopoly on being an ISP until now.

The local office reached out to her to discuss the situation. A credit of $55 was assessed.

Typically it is difficult to determine if the equipment is ours, or has been tampered with, if the stickers are removed. The Serial Number and MAC Address are unique to each box. In situations like this, the local office often has charged for the equipment. In the Contract Agreement signed after...

installs, you agreed to return our equipment in good condition. If not, then the customer is liable for it.

For over 2 months now, my "High Speed" internet service that I pay over $50 a month for has been unusable in the evenings. The saturation on the network is so high that the speeds drop well below 1Mbps, which are nowhere close to the up to 50Mbps that I pay for. The packet loss ranges from 10-20% at any given time and the jitter on the line is so high that I am unable to use my Vonage phone service because no one can understand a single word that I say. Cable One just says that they know about this problem and that it will be fixed soon. However, that seems to be the template answer, because a quick glance at their Facebook page at posts from Others and you see this is common across all of the areas that CableOne services.

They are constantly running promotions for their "high speed" service, but have over-saturated their network so much that they can not come close to their promises. Then they just laugh on their way to the bank. One of their customer service reps even told me that if I didn't want to wait for the supposed fix to just take my business elsewhere.

I pay for "high speed internet service" through Cable One, the past 3 weeks I have called the company numerous times over the speed of my internet. The highest its been is 290kps. I pay for 5Mps. First, it was my wireless routers fault. Then it was my connection. Tonight, it is theirs. They are trying to "remedy problems such as yours" -- I complain of my slow internet service. In the meantime, I'm still paying their fee. How in the world is this fair?

We are currently having technical issues with our third party. This customer's issue is being addressed and as soon as we get a solution we will notify them. Again, our sincere apologies for the delays.

Cable one in Safford, AZ changed our plan out of no where and upgraded us from a $50 to a $100 plan JUST for Internet. Then they said because we went over our data usage we had to stay at the $100 plan for 3 months until we could remain under our data plan. Here's the thing when we signed up for Cable One, there were no data plans involved only plans according to speed. We chose what was then one of their highest speeds and it was $50 a month. We have always had issues with out Internet being slow and randomly not working but since this is the place in town that offers Internet we have had no choice but to just suffer through all their issues. We can no I get stand by and let them change their services plans when ever they feel like it. The majority of my friends in this area have having the same issues. The crazy thing is that when I look at my bill and out usage over the past 1 year it's sayy pretty consistent but the them months that they changed our plan our usage has sky rocketed but we have not been using any more then in the past. There are even days it show high usage when we haven't even been home to use our internet. I 100% believe that our town is being taken advantage by Cable One because it is our only resource for Internet. It's unethical! We ended up trying to resolve this and finally after a month of fighting it our 2nd came and was of course our previous month plus the current month and fee, it came out to $240. I finally called into pay since I could not get anywhere with them and we have to have Internet for my work. They told me I was divine red and needed to pay a deposit of $90, a reconnect fee of $75 plus or balance of $240. I told them I needed to talk with my husband. An hour later I called to pay that rediclous balance and they told me that I was now not a customer and that I needed to pay what I owed $240, $90 deposit, $75 connect fee PLUS the amount of 1 month of Internet $100. We canceled and just went and upgraded our data plan on our phones. We will have to make our data on our phones work with my job because I refuse to pay cable one close to $600.

There was a mix up on both sides but the local office contacted the customer, a new install date was agreed upon, and he is installed now.

It is typically not the company policy to make payment arrangements and the local office listened to calls with the customer which supports that policy. However, we want to work with them by pulling their account from collections asap so they won't get anymore calls. Once they have brought...

their account current, we will show the issue resolved on their credit bureau.

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,