Cable One, Inc.

Please have the customer contact the local General Manager by the name of [redacted].

Billing information was confirmed to be the Idaho Falls address. Currently he has a credit balance. If he returns the equipment in a timely manor, there will be a credit for that and his deposit would be returned.

The local General Manager, [redacted] has been informed about this issues and is looking forward to the customer contacting her at: ###-###-#### or coming inot the local office.

Please have the customer contact the local general manager. They will be looking forward to working to a resolution.

Please have the customer contact the local office GM, by the name of [redacted], who will work with them to resolve this issue.

Customer has been installed and everything should working ok. Local GM will discuss a small credit with customer.

http://www.speedtest.net/my-result/4805023762
 
Cable One is outright lying now? For one, I just did another speedtest. The results are above. A bit over 30 mbps are my promised speeds? It's kind of laughable that they'd think I'm so unintelligent that I wouldn't be able to easily prove them wrong. I've attached a screenshot of the previous speed tests I've done too. You'll see that none of them even get to 50 mbps. 
They also claim to have left "several messages" to me about their service call. They left ONE message. The day before they called and I answered. They said they could come out the next day for a service call and I told them that would be ok, but only in the evening. The next day, they called around 1pm and I wasn't able to answer as I was working, they came out to the house when only my brother was home and he was asleep. So they came out without me telling them I was there, despite the technician who called me the day before saying they would check to make sure I was there. I have that voicemail saved. If need be I can also, probably, get Verizon phone records to prove they only called me once. 
 
As for me having my own modem, that doesn't matter. It's rated for speeds much higher than what cable one even offers. I can take photos of my modem and my router to prove that the equipment isn't an issue. 
 
As for the data usage issue, that's irrelevant. Their datacaps aren't even morally acceptable, they offer data caps well below average data use across the country and to top it all off, they offer download speeds "above average" rates but cripple those download speeds with extremely low upload speeds that prevent the download speed from ever being fully utilized. In short, they mislead the public with their advertised "speeds" and throw data caps so low that a handful of netflix movies a week would spend the entire data allotment. In short, Cable One should be careful when discussing their shady business practices. =/
 
Because I have a 30 minute time allotment on sending this, I can't attach more images. But I can provide more speed test results from October and November that show they're lying. And I can show phone records that also show they're lying. If need be I can even provide data reports and studies on the correlation between download and upload speeds to show that their business practices are suspicious at best.

The customer can return to the original level of service if he can consistently show that his usage is within range for three months in a row. See the attached letter for more details.

The customer's usage is measured in bytes, which is updated every 15 minutes. Therefore, the data is accurate. For the times that the customer states they are not at home and usage is still high, speaks to common backdoor software/malware still running. Again, we suggest the customer...

review their local network for this malware and lower the usage. Otherwise, pe their contract, fees may be applicable.

At this point, Mr. [redacted]’s account information was sent to our collections agency. Sometime in late April, 2015, Mr. [redacted] contacted Cable One about this error. On 04/27, after being alerted to the mistake, Cable One put a stop payment on the check.  On 4/29/15, Cable One contacted our...

collections agency and requested that Mr. [redacted]’s debt be cleared in their system. At this point, the collections process should have ceased. Upon receipt of this complaint today, Cable One has reached out to the collections agency once again to ensure that Mr. [redacted]’s debt with Cable One has been cleared. Because the collections agency only had Mr. [redacted]’s account in their system for just over a month, this should not adversely affect Mr. [redacted]’s credit report. We are sincerely sorry for the mistake made on Mr. [redacted]’s account with Cable One. We feel we’ve done our due diligence to get this resolved to Mr. [redacted]’s satisfaction.

The local GM would be willing to hear the issue of the lawn in person so to rectify. As for the past due, the what could clear this up was detailed in the prior response.

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 called customer and explained the details along with applying a credit to the account.

A credit has already been submitted. An upgrade will be completed in the area by May. If the customer has any further questions on the timing, he can walk in and ask for the local General Manager, [redacted] for further details.

As Mr. H[redacted] has stated, we moved him to a new package which will give him better speeds and saves some money monthly, which he is see on future bills. Also, the service issues he experienced were not outages but some weather related issues which caused momentary slowness. Here is the GM's direct...

phone number, feel free to contact him to discuss any credits. Claude E[redacted], ###-###-#### Ext [redacted].

After researching the issue, the local office found the problem is not with our service but the customer's wireless network. Although the wireless network is the customer's responsibility, the local office continues to investigate our equipment.