Cable One, Inc.

I have been a Cable One customer for several years and would like to say service has declined every year. I have called the 800 number several times about a slow signal and having to reset my router several times a day. I have had a technician at my house multiple times as well. I went into the local Borger, Texas office in December 2015 and even went as far as to up the speed of the service in order to get a better signal, the lady up front was quick to update and even offered to give us a new router to see if that would help and since we do lease a router each month. I received a letter in the mail about going over data the beginning of this year, (letter stated 2nd notice), I never received the 1st notice. Then March 2016 I received another letter stating 3rd notice of data overage. I assumed the 1st letter that said 2nd notice was sent by mistake so I didn't think anything of it until I received the 3rd notice, because I had never heard of a data plan with cable internet. I called the Borger office and they told me that I had gone over my data 3 months July, October, and February and that it was mandatory that I upgrade not only one plan but two plans to make sure that I didn't go over again. The bill would then jump from around 93 bucks to around 143 bucks. She also told me that after 3 months, if I stayed under the data cap then I could get a smaller plan, but not for 3 months. I was appalled and told her I would be seeking service elsewhere. She advised me that I needed to bring in the router to the office in order to cancel service and I told her I would. Went to return equipment on Tuesday, March 15th since she told me to bring equipment back by the 16th to avoid being charged new rate, doors we're locked and in shoe polish on the door it said "Closed 11:30—4:00 this week." I called and called with no answer, just automated message after being on the phone for well over 15 minutes I was hung up on!! I called again but got automated message and waited on phone for 10.....andoffice I hung up do to frustration!!! This is very poor customer service and ridiculous wait time on the phone!! frustration I work at a local police department and have call time of less than 1 minute, by myself! Therefore I must now be contacting another provider and be moving on.....

This is not only THE worst cable company in the Nation but THE worst company in the Nation. I am forced to have them where I live because our property management company does not allow satellite dishes and they are the only other option for television service. They continually have billing problems and shut your service off if you miss 1 payment due date. They are continually raising rates and are always in battles with channel owners about prices and have shut down extremely popular channels including [redacted] and now all [redacted] channels. They do not care about their customers AT ALL and that is why they have an [redacted] rating. If you have the choice do not EVER subscribe to them. You will regret it immediately.

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,[redacted]

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 repair was completed yesterday.

Our local office contacted the owners who stated there wasn't a problem.

Issue was resolved and a credit of $210.32 applied to the customer's account.

Can the customer specify what is wrong?

The customer will be contacted to explain the daily consumption that they have used, given a link where they watch, what they consume and a copy of their agreement that explains the penalties for over consuming. In fact, the customer did go over the limit, was notified prior to the...

penalties being assessed.

We clearly understand what the customer is expressing, however, our policy has been clearly stated, where the customer usage stands versus the policy, and the results based on this usage. If the customer controls their usage, fees are not applied.

Our technical department has made three attempts to reach the customer with no return call. Please clarify which contact number is best to call.

Customer is not our auto pay service. They did receive a bill 7/08/2015, with a due date 7/22/2015. The statement, 8/08/2015, did state he was past due. A payment was received and service was restored. Local office will credit late fee of $8, reactivation fee of $12 along with a courtesy credit...

of $20.

If the customer has a concern about the termination fee, they are directed to call [redacted] at [redacted] or [redacted] to discuss the contractual obligations for early termination fees.

We respect the customer view, however, by signing the contract, they agreed to this method of payment. If the customer still doesn't agree, they can walk into the local office to speak with the General Manager about a possible refund.

There was a service outage which has been fixed. We apologize to the customer the small time without service and plan to call the customer.

We looked at this account and it belongs to a [redacted] does not have permission from [redacted] to discuss the details. [redacted] will need to complete a Revdex.com complaint and call the local GM to verify permission.

Started up service with CableONE 3 months ago. I got their 100 Meg package for $35/mo. After the first month I got a notice that my usage was exceeding their 'Acceptable Use Policy' of 300GB. Months 2 and 3 were the same. Now they require for me to upgrade to a $170/mo plan or have my service terminated. Unfortunately the cap they have is absurd. We have Hulu only and use that for the kids, that is enough to put us over the cap. On top of that, we own an Xbox One. They give us Games With Gold every month. Each game can run up to 70GB to download, plus updates, patches, etc...

My parents also have CableONE. They have no gaming systems, use the computer for online courses and also have Netflix. They were forced to upgrade to a $80/mo service plan.

CableONE needs to get rid of caps and get into the future. 300GB is nothing anymore and I will be moving on to a new provider.

Everywhere else except Page, Cableone offers 50 MB speeds for $50 per month. We pay $63 per month for less than 5 MB. I emailed the local staff about the speed issue in the evenings and got a reply admitting they are oversubscribed and they don't have enough bandwidth to support the customer base. We can't stream video from any of the popular providers - that I pay an additional fee to. My speed tests range from approximately 750 kb to 1.2 MB during the "peak" hours. There is no competition in the area and so they exploit their monopoly by not making an effort to be fair to the Page, Arizona customers. Based on the actual speed provided compared to other customers we should be paying $5 a month. I filed a complaint to the [redacted] for unfair billing practices and never even got a reply.

Please have the customer contact the local General Manager by the name of [redacted]. She is aware of this issue and looking forward to working together on a solution.

The local General Manager, [redacted], has been notified. She will call the customer today to discuss a solution.