Cable One, Inc.

I have responded twice, but I don't think you ever received it. In...

May, this complaint was settled. Cableone did finally admit we did not owe anything, but had actually overpaid. Now, it has been turned back over to a collection agency.It was turned in as a collection to the Credit Bureau. Can you, please, help with this?. I, also, lost the email with the decision, so I have nothing to send to the Credit Bureau.    Thanks. [redacted]

We understand the customers request, however, as stated in the initial letter, our policy concerning data usage is for the best for our customers.

The company apologizes for the missed calls and not updating the right phone number as soon as possible to avoid the scheduling issues. We believe the problems have been resolved an customer installed. In addition, a credit has been provided for their troubles. It is our intent to use this situation...

for train our associates better. Thank you for your input.

After researching the account, the local office did not find any services issues, only that the customer was charged setup fees after a credit check was completed (which is standard policy). After a period of time paying the account on time, a refund of the deposit is possible. Yes, our refunds...

are processed infrequently but they are generated. If the customer would like greater details, they can feel free to contact the local GM directly at, ###-###-####

I cancelled service with this company on Saturday May 24 2014. [redacted] came out and installed there equipment. Then I verbally called and canceled they informed me they would cancel but they were going to charge me 45.00 and put a sick on my lines to block signals. At first I wanted to keep internet and phone but the lady told me she would charge me that 45.00and I insisted no that I would not pay for there equipment on my lines. We built this house and we were first with [redacted]. Then went to cable. So I told the lady I wanted to cancel all. I had [redacted] come out and install phone and internet. I didn't have phone for over a week because cableone would not shut it down, after installment of[redacted]. Now I have gotten a 314.96 bill for cable service I have not had. I refuse to pay for there service. Can you please correct all of this.

Sincerely [redacted]

Please have the customer contact the local General Manager by the name of [redacted] ###-###-####. He is aware of the issue and is looking forward to working with the customer.

We understand the customer's frustration, however, when the customer signed for the service the contract states our Standard Usage Policy if they exceed the limits, this is the results. I would suggest they get a copy and review the policy in detail. Since this is the first time the customer...

has gone beyond established limits, we'll waive the fee and allow them to stay at their current level of service. If the customer continues to exceed the limits, then the fee will be applied.

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.

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 local office has researched this issue and has scheduled a disconnect and removed the equipment from their account. Please have the customer contact Jessica Fowler, in the local office to discuss the credit amount that has been placed on the account.

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,

This was for an earlier problem.  I continued to have problems-!

Please have the customer contact the local General Manager at the [redacted] office (Mrs. [redacted]) to work out the concern. She looking forward to coming to a resolution.

please have the customer contact the local General Manager in [redacted] by the name of [redacted] is aware of this issue and has updates that can resolve this issue.

Please be patient and the local office will contact you to discuss.

He was contacted twice, and the following was explained to him, which is detailed in his Acceptable Use Policy. You signed up on a promotional offer which was giving you $15 off the full rate for the first three months.  At the end of that promotion in March the rate should have gone to $50 but it looks like it went to $0 (our mistake).  When we were getting ready for the billing system change we audited all accounts and yours was corrected.  In addition to correcting it you were back billed for the 3 months you were not charged.  The current bill is charging for 3/24 – 7/22 at $50 per month plus a modem rental for July (you already paid the modem rental for March – June).  I have attached the current statement. That $50 package is our standard and most common internet plan which is referred to as the “Streaming” plan.  This plan has a speed of 50mbit and a monthly download limit of 300GB.  We allow you to exceed that download limit 3 times before your account is automatically upgraded to a higher level of service with a larger data allowance to accommodate your usage.  This policy is on our website and should have been explained to you at the time you signed up for service.  Each time you exceed the allowance you are notified via a browser popup on your computer, an email and physical letter. So based on your monthly usage (see the chart below) you were upgraded into our $75 “Premier” package.  This plan has a speed of 75 mbit and a monthly download limit of 400GB.  The high usage is likely due to Netflix or similar streaming services if you are using them on a regular basis. This change happened recently and is not reflected on the attached bill.  It will be on your next billing statement. So what I can do.  If you agree to pay the balance, I will credit your account $45 (This being $15 per month for March – June, effectively extending your $35 promotional rate).  I will have your account put back to the Streaming plan which is $50/month however you will need to lower your data usage going forward or it will be upgraded again in 3 months.  You are regularly exceeding or coming very close to the 300GB / month allowance for the streaming plan.

The local office has checked the cable, equipment and noise level in and around the customer's home. They are receiving the speeds as promised. In addition, the customer owns his modem. We reviewed his bandwidth usage for a period of time and he is consistently using a high level. Finally the...

local office cancelled the service call that was setup because no one answered the door. We have left several message to discuss any other issues but have not received a call back.As a result of his high usage, our guidelines specify the customer will be moved to the next higher level, unless they can demonstrate less usage.

The current offer to reconnect still stands. If the customer would like to discuss other options, they can contact the local General Manager Terry W[redacted] ###-###-####.

We understand the customer's point of view, however, we believe what was offered was fair. As for having different offers with just increasing the usage, we are reviewing such options and anticipate a follow up by year end.

I have been a Cable One internet customer for over 10 years; the only reason I have not left is because they are the only company in my area that offers high speed internet. I have had many service issues over the years and customer service is non-existent. Have a problem and u had better cancel all plans; their idea of an "appointment" is a 08:00 - 19:00 window. I was also over charged by about $5 a month for over a year and they refused to refund my money or credit my account.