Cable One, Inc.

Please have the customer contact the General Manager, [redacted] at ###-###-####. [redacted] is aware of this issue and is looking forward to working with them to resolve this issue.

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.

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,

The local office has made multiple attempts to reach the customer and arrange a service call. None of those attempts was there a return call, unfortunately.

Customer was disconnected on Feb 17th and made 2 month’s payment $138.10 on Feb 19th.

A local customer representative had agreed to waive half of reconnect fee, $45 (total reconnect $90). Mr. [redacted] would need to pay a $75 service deposit and $63 one month service in advance....

Reviewed this option with the local office.

Local office offered to let him pay the $75 service deposit and first month service of $63 now. Would bill the $45 reconnect fee.  Mr. [redacted] was advised that he could request his deposit to be refunded after 6 months of timely payment.

He then stated that was unacceptable.
The local office made every attempt to work with the customer who refused to do so. The offer still stands if the customer would like to reconsider.

[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.

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.

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.

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?

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 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,

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.

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

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.

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.

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.

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 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.

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 originally ordered Cable ONE internet from the website and went through the corporate office (which the ordering process went swell I had a positive view of the company up to this point). However, the local business office never installed or even called when they couldn't meet the scheduled installation time. However, this review isn't about not getting service.
This review is about how after being two weeks late, I called the corporate office again and demanded to cancel my order, and get a refund. They refunded the money (that took 2 to 4 business days) okay, but a day or two after I was refunded, I was immediately charged again the original $85. This put my account negative because I was not expecting this charge nor was I prepared for it. What is more, despite that they can have the money out of my account within seconds, it will still take them days to refund the money. So any overdraft or rejected card fees that I incur because of minor shopping for groceries are just on me.
Perhaps I'm an isolated case, internet never getting installed and getting an unauthorized charge on my account, but this quite frankly is unforgivable. They need to make sure that whenever a customer cancels an order like this or drops services, that they aren't still charged for services or orders that are no longer valid nor received.