Cable One, Inc.

The local General Manager [redacted]. She will have someone contact the customer to resolve the issue.

The local office spoke with the customer and agreed to provide a credit to the account. Please consider resolved.

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 was never contacted by the local office and I have not been credited back at all.

Regards,[redacted]

The local office has agreed to apply a credit due to the miscommunication. Please go into the local office and speak with [redacted] to discuss the details.

The local GM, [redacted], will be contact so he can research this issue. As soon as that is done, he will have someone followup with the consumer.

if I am paying a connection fee then I should get the new customer pricing which is $30 per month.  Not $64. Either I come back as a new customer or I come back as a current Customer. You can't have it both ways. Cable One screwed up.  Remember. They stopped sending a bill for some unexplainable reason.  I paid for my screw up (late fees and interest) now cable One needs to get off their high horse and own up to theirs.

The customer has not been able to pay their bill consistently their installs 11/2015, getting disconnected 3/2016 and reconnected the next day. The customer started exceeding their data limits in December 2015 by quite a bit. Notifications were sent out for three months straight warning the...

customer that unless they managed their usage better, they would be moved to the appropriate level of service for their usage. the usage continued to grow and thus, moved to the new level of service 5/10/2016. Now, the customer is starting to exceed the new levels. If they cannot manage their usage, they will be required to move to a higher level of service at a higher price.If they should have any questions, they can go to the local office and speak with the General Manager.

Our local office has left several messages for the customer to discuss a resolution but has not heard back from them.

Our local office reviewed the account and found the account was disconnected as a result of running past due not for a downgrade as suggested. Once the account is disconnected after all of the notices, reconnect fees do apply. If the customer decides not to reconnect we advise they return the...

equipment ASAP to avoid and collection interactions.

I'm surprised anyone in Rio Rancho, NM has Cable One for anything but Internet. Their service is terrible. Equipment failed on a Saturday. Waited 30 minutes on the phone to be told by "help" desk that "YOUR only choice then is for YOU to exchange out the equipment" and "the office is closed Sat-Mon." Who does business like that? I'm so ready to call DirecTV.

I have reviewed the response made by the business in reference to complaint ID...

10125337, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I called the lady in [redacted] yesterday at the [redacted] local number, was forwarded to Phoenix(a big issue with this company) and they connected me with her there. I got a voicemail with no name and no id and left a message. Twenty four hours later, NO WORD. 

 

Just an update. Not resolved.

Regards,

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]

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.

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,

Local office fixed the issue and informed the customer.

[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.]

Better Business...

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,

[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.]

Better Business...

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,

Please have the customer contact the local General Manager, [redacted], to work together and find a resolution to the problem. He will be waiting.

The local General Manager reached out to the customer and explained the situation and offered a credit.

We assume that many customers are reviewing

their usage and comparing it to their data allowance and acting

accordingly.  If they desire to consume

more data than is permitted under their current plan, they move to a plan with

a higher data allowance or change their...

usage.Assuming the  customer stays with Cable One, let’s look at the data plan for excessive use. We think it is quite fair. No subscriber who exceeds his data cap is immediately moved to an upgraded Internet plan that accommodates the subscriber’s actual usage. To avoid a change based on a one-time aberration, it is only when a customer exceeds the usage limitation 3 times in a 12 month period that the customer is required to upgrade to a package that can accommodate his actual usage. Cable One sends notices alerting the customer when he goes over his data allowance so there are no surprises. Even after the customer has gone over this bandwidth allocation for his Internet plan three times, when he is moved to the higher level plan, the first month is free.
Excessive use means bandwidth or data usage that is significantly higher than typical usage for which our network is designed. Excessive Users consume so much data that their usage could negatively impact the Service provided to other customers. In order to ensure an optimized Internet experience for all customers, data plans have been assigned to all Internet services.
The Cable One network is designed for typical usage by a typical residential computer user. Computer activity resulting in excessive or sustained bandwidth consumption may burden the network and such usage may be restricted. Bandwidth on our network is a limited, shared resource among subscribers. Because we seek to provide the Service at a reasonable cost to the largest number of users, the use of our network is subject to usage limitations. . . .
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.
Therefore, Cable One is obligated to set usage limits as defined under the Acceptable Use Policy which the customer was supplied upon signing for the service.
Thank you for your question.