Cable One, Inc.

We have had Cable one for two years and constantly have to call to get our DVR or Tivo fixed. We have called so many times, we know how to go through all the steps to fix it. Pictures on major channels continue to be pixelated and programs we have recorded stop and freeze 12 minutes into the program for the rest of the 60 minute program resulted in us missing our program. Internet is spotty also. The earliest they could send someone out this time is in 10 days. I would say we have called them 20 times in the past year.

Our customers have multiple ways to pay their bills. We disclose that some methods are faster than others. For example, paying by phone provides the quickest method while paying by drop box or third party is the longest and takes time for them to process (add several business days to clear the bank). It is up to the customer to choose a method that be suites them.

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 have talked with a representative of the local office and he was going to arrange for a  rebate on what I am paying.  I will wait until  Aug 1st for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Cuatomer has been contacted and refund scheduled.

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 reached to the customer to setup a service call. When that time came, the tech tried to reach the customer by phone and at the door, they didn't get a response in either case. If the customer would like to continue to work to a solution, please contact the local office.

Please have the customer contact the local General Manager by the name of [redacted], ###-###-####. He is waiting o work with them on a solution.

the local general manager, [redacted] has been notified, ###-###-####, and is looking forward to working with them to a resolution.

Please have the customer contact [redacted] ###-###-####, General Manager of that nearest system. He is aware of this issue and is looking forward to working with the customer.

When I signed the work order it was verbally explained to me that I was signing that the cable was hooked up and there was no disclosure that the "work order" was a contract.  The word "work order" definitely suggests that the form is regarding the work completed for the hook up and not a "contract" which would suggest an agreement of the services.  Again, I find this misleading and fraudulent.

We understand and respect the customer's issues, however, the usage is what is coming from behind the modem (customer)equipment. Therefore, anything that is consistently pulling bandwidth is a device(s) out of our control. We suggest the customer review the devices they are using to see if it auto set for use.

[redacted]

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. 
Specifically, based on their response, they are going to keep me at the same level and cost that I am at now and NOT raise me to over $130.00 per month until the local office can work with me so I may learn, if possible, how to adjust my usage to stay within the data usage limits of my current plan.
I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Refund was processed and check should arrive within a week.

When I finally got a call from Cable One, I was told that they would send me copies of all my bills. When I received the copies, I was still missing June's bill, the bill that was so outrageous. When Julie L[redacted] called me, she said if I had any more problems to let her know direct. She...

gave me her direct line phone number. When I tried to call the number it was a fax line. So I tried to fax my complaint to the number and even that didn't work.I also noticed that on the work order for the installation of my cable/phone (which I asked for a copy when tech came, told me it would be mailed to me, never was) that my signature was forged.
I have since sent another letter of complaint to them Certified/Return Receipt Requested and have heard nothing back from them yet. I was lied to by Ms. L[redacted] regarding all my bills were sent to me. And she gave me a bogus number to try to reach her at. I am still extremely unhappy with all the lies, forgeries, and lack of ability to get me copies of my bills, let alone the over charges they auto-deducted from my bank account. No explanation why this happened. They are as crooked as a dog's hind leg.

My fiance and I have been trying to find a DSL internet provider over the holidays and we tried see real different places that didn't offer it at our address. A neighbor referred us to cable one saying it wasn't the best but it would do for our area so we searched our address online and the cable one website said that service WAS indeed available in our area at our address. So on December 27 we set up an appointment for instillation (soonest available was Jan 4) so I called to set up a sooner appointment and the GSR said she saw my account but they hadn't gotten To it yet. We eventually set up an instillation time for December 29 from 1-5 pm. I was told to wait for a call and accept any unknown numbers. I took off work that day and stayed beside the phone all day and I got a call from an automated system at 1:41 saying I needed to reschedule. When I asked why I had to reschedule the GSR said that in her notes, the installer said they tried to call at 12:44 and no one was home. I had no missed calls or any strange number that entire day and I do not have any blocks on incoming calls. I asked to reschedule to the next day December 30. I had to return to work but still had my cellphone beside me on loud. I am a manager and I had a very important meeting but I set aside my phone just to take this call. I get a call from the 877 number around 11:30 and the woman tells me we are "too far from the service area". We have already bought a router box for $100 (because cable one does not sell them, they only rent them out for $8 a month..) and I took off a day of work for this. I understand that some places are out of range, but, the time to tell me that is NOT when I have made arrangements to have this service provided on a certain day. The time to tell me this is BEFORE I have gone through the trouble of setting up a cable one account, provided my information for a HARD credit check. I work very hard to keep my credit score where it is because I am just getting started. I'm very disappointed because I feel like I was misled. I would like to have the money fully refunded to my account immediately. I'm not sure why it was taken out before anything was even done.

This was provided in the 2nd response, but here you go. In the end I asked the customer to go to the office and discuss further with the GM.
When the customer disconnected, she owed us $199.67. This included her equipment. The $199.67 was submitted to the collection agency. This meant that in our system it showed the $199.67 in write off but it didn’t show it as being owed on the Cable ONE account (because we had already written off the debt to collections.) So, when the CSR credited her for the equipment, it credited her Cable ONE account for $111.00. It did not, however apply this to the write off – the amount in collections. A second step is needed for that, and it wasn’t done. As a result, the credit for the equipment went out with auto refunds. She was paid for the equipment return instead of removing that amount from collections. She didn’t overpay. We just made a mistake. She actually owes the $199.67 in total because she probably cashed that check.
The refund was made in error, therefore the $199 is the past balance that the customer owes.

this response addresses the issues of their service and their service is much improved.    There response does not address our financial loss of their service or are increased charges from AT&T because of their lack of service and I was going over uSage.   It does not address the issue concerning their poor customer service requiring us to be at home and by the cell phone  for an 11 hour. Waiting for the tech to call .   Their response is inadequate.
 
 They need to reimburse us for lost service and our charges for AT&T for overusag.   They need to do something about their appointment window ;  11 hours is totally unacceptable and customer unfriendly.

We are looking into the source of the Internet issue. Please have the customer contact the local General Manager by the Name of [redacted], for the latest details.

Using the deposit toward the balance due is standard practice and detailed in the customer's initial paperwork signed for the service. Any past due left and reconnect fee would be applicable if they would like to continue service.

I moved here to Show Low AZ. in September of 2010 and this is the third year in a row that the cable service has gone out during the NFL playoffs and not even during the playoffs but at least once a month. I pay 175.00 a month for TV, phone, and internet and all 3 were unable to be used during outage. Sure am glad that I didn't need a fire dept. or rescue squad during this time. Their equipment must be so old that it is unable to work properly. I will be starting a petition to remove cable one from our city and get a company that can give us the service we deserve.