Cable One, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 messageI checked my voicemail it's working fine
Regards,
*** ***

Revdex.com:
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,
[redacted]

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.

Revdex.com:
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.
this has been going on for more then a year.  They've been saying a fix is coming for more then a year.  Yes they did give me half off of one bill.  I've never been late on a payment and wev been with them for over 10 years.  if they are satisfied with themselves and the service they have given a 10 year customer then I guess there is nothing more to say.  All I can say is if a customer paid me for something and then I only delivered 2 percent of what I sold them I'd be ashamed of myself.  So shame on you cable one. 
Regards,[redacted]

After reviewing Mr. [redacted] account, he has consistently exceeded the maximum usage over the past couple of months. Therefore, providing a credit is not applicable. However, as he has stated, we are open to discussing upgrading him to a higher plan. The local office Manager, [redacted] ###-###-####,...

will call him to discuss.

The local office has made several attempts to reach the customer. Here is the direct line of the General Manager: ###-###-#### - Jane S[redacted].

Revdex.com:
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 have been told countless times that there is no issue and I am not accepting that response.  There is an issue and I lost a lot of money and clients due to these issues (ie. constant loss of Internet connection), and on top of that tech support was informed about my situation and business.  I am still standing by my initial complaint and an not going to accept "there is no issue with the modem so we will call and send someone to troubleshoot it, and give you credit if any".  I am telling you there is an issue and you will fix it and you will give me credit.
Regards,
[redacted]

The local office manager, [redacted],[redacted], has been notified. Please contact her directly and she is looking forward to working with the customer to resolve the issue.

Cable ONE Lead Technician explained to Mrs. [redacted] the easement rights and our access compliant per the easement rights. Cable ONE Lead Technician said Cable ONE will do their best to give notice prior to entering and also will put a sign on her fence to call Mrs. [redacted] before entering the yard as...

well as put comments on the Cable ONE customers accounts in our billing with the same message that are serviced from the pedestal.

I do not accept this response-- I have had a problem with cable on since nov. 29 2015 i,ve called number in local phone book and have yet to...

get a call from local office i,ve tried to set up appointment when somebody would be here to no avail last saturday dec. 12 2015 a tech named richard came by and replaced wire to house .. we called on sundat dec 13  2015 and reported tileing still going on no response..called back on wednesday dec 16 2015 and reported tileing still affecting certain channels..it is now thursday dec 17 2015 at 1.40pm and no response..mark carney

After researching this concern, the following took place:1. $1,326 Original payment was taken out of the credit card on file ending in # 2934, on March 17th2. $1,326 was credited back to the SAME credit card on April 6thIt was communicated that it may take up to 10 business days before the credit...

shows up on the credit card account.

We appreciate the feedback from the customer and understand their point of view. However, the fee was communicated both via the customer's statement and local news paper prior to it hitting their bill.
The local GM ([redacted]) will have one of his managers call the customer and explain in greater...

detail for the reasons behind the charge.

It took a few days for the collection agency to clear out their lists. It was completed on 10/23/2015.

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

Revdex.com:
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.Cable One's so called "delayed adjustment" is nothing of the sort. It is an UNAUTHORIZED account UPGRADE that is now costing me more money. None of this should have ever happened in the first place, this is the company's fault not mine. I want my $205.00 returned to me as well as my internet service to stay the same as it always has been. If this does not happen, my Air Force advocates will be the suing party for me and $205.00 will be what Cable One wishes they would've given to me in the first place. They might want to study and look at a competitor of [redacted] for an example of why they should comply.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
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]

The local General Manager, [redacted] ###-###-####, has monitored utilization on the modem and has not found any abnormalities. He will have someone in his office contact the customer in the next few days to setup a time someone can come by and troubleshoot further. At that time,...

he will decide on a credit, if any.

The advertising claims “double the speed, not the price”.. we did double the speed on our streaming, premium, and ultra plans without doubling the price. Additionally, for our non-subscriber advertising the phrase holds true, as we doubled the speeds, but did not double the introductory rate, as it...

stayed the same at $35/month for our streaming Internet.

Customer was experiencing slow speeds; identified Cable ONE had an issue at their headend site. Cable ONE corrected the issue and contacted the customer to make sure the service was working properly. Cable ONE also issued two months credit to her Cable ONE account. Thank you.

Revdex.com:
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.During the initial call to Cable One to sign up with service we asked and were clearly told there was no "data cap", that service was unlimited in the exact same manner as all of Cable One's competitors. Terms and conditions were provided only later, after paying for service through the initial sales setup call.  I did not dive too far into the fine print after the initial sales and setup conversation, as I was assuming that what we were told during the phone conversation was true about the service.  Being informed many months later that Cable One's subjective and unreasonable definition of "data guideline" is clearly a "data cap" and that additional fees (to the tune of 3x the cost) or discontinuation of service apply after this data cap is reached is clearly a bait and switch tactic, which is dishonest and unacceptable.  I expect the deal to be honored for the length of service agreed upon during the initial sales and setup call, at the amount agreed upon.        
Regards,[redacted]