Cable One, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10816212, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company did not provide sufficient time to change the alternative payment method.  I took it for granted that the bill was being paid automatically.  There should be a three month grace period at minimum to correct or update payment method before service is disconnected.  It is clear that Cable One is disconnecting service prematurely and making unjustified profits by charging fees to customers who don't deserve this rigid customer service.  It is clear that the company has found a loophole to make a profit through the convenient use of a "policy."  The fees should only be charged to those who are not willing to correct payment method and pay balance due at time of correction or as arranged.  In other words, all fees should be waived if problem is resolved and significant payment toward balance is made.  If the company wants loyal customers, they should provide compassionate and fair customer service practices.  Otherwise, good customers like myself will cut off the service sooner then later.           
 
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,
Alexander G[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.

We appreciate the customer's point of view, however, it is the intention of the company to hold customers to a standard of usage, if exceeded multiple times, will need to pay for it (as detailed in the attached letter). Offering fast speeds does not correlate with higher bandwidth usage, the type...

and amount of content does. Our local office is willing to discuss the details of how to manage usage and move back to the original service level the customer is requesting.

The local office manager, [redacted], ###-###-####, as been notified and will contact them.

We respect and understand the customer's request. However,the customer signed up for the service and provided their credit card, as expected of all new customers. Pulling a payment from the credit card is a part of the billing process. Therefore, we are not obligated to refund the payment owed and...

taken from the credit card.

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.

Please find the attached letter that explains the notifications sent to you about exceeding your usage limits, what happens when you do and the amount you went over per month. All of this is referenced in the agreement signed at the time of install. If you are able to keep your usage down for a...

period of time, then you can downgrade back to the original service level.

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.

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.

no absolutely not, I do not except that resolution. Yes, our service was eventually restored but we have been without service for days at a time several times. I expect a credit for the times that we were without both cable and Internet service. We pay over $100 a...

month for our cable and Internet service and I expect it to be at least somewhat reliable. It should be noted that none of these outages were due to weather related downtime nor were they for scheduled updates that cable one has recently undergone.

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]

Cable ONE policy is when a technician is requested to add a new device, the Technician needs to be able to reach both power and television connections. Unfortunately, Cable ONE was unable to reach the cable outlet or the power outlet. The Technician did detect a problem inside the home that out need to be repaired before all outlets will work correctly. Cable ONE informed the customer of this and will call the customer again to explain our policy and what need to be done to get this fixed. Thank You.

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.

The customer has disconnected his account and has an outstanding balance.See attached for details of his usage notifications.

The local General Manager,*. [redacted], has been abreat of the issues and will have someone contact the customer to work out a solution.

Cable One deeply regrets that the customer did not have a good experience. After researching the account, it was found out that the customer was originally scheduled to be installed on 3/8/2016. Because they live in an apartment complex, there were issues with the building wiring, thus delaying the...

install until 3/14/2016. Customer payment was not applied until 3/14/2016. As a result, we do not see a justification for any credits at this time.

The company's collection department pulled this account from the list to be sent to the credit bureaus. It will not be reported and we apologize for the inconvenience.

Local office has gone out and made some repairs. This should have resolved the issue. Local office will also apply one month's worth of credit to the account.

We will inquire that local office follow up.