Cable One, Inc.

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.

There was a delayed update but the correction has been applied to the account. Our local GM will email the customer to explain the correction.

I have had 3 technician visits and numerous calls to this company. My data usage has nothing to do with the issues I am having. I expect to receive a replacement 32 channel modem by the end of business today.

The local office contacted the customer to setup a time to replace the cable on the outside. This was done on 2/24/2016. Services should be restored. To improve the service, there is a plan to upgrade the area in the coming months which should made speeds more stable. We appreciate your patient....

If the customer can show they can manage their usage within the limits for consecutive months, they can downgrade to a lower package. However, if you see the attached graph of their usage, they have exceeded the original limits in February, March and on pace to do so in April.

A $40 credit was placed on the account for the one day inconvenience.

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.

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.

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.

Refund was processed and check should arrive within a week.

[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,

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.

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

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.

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.

I am a new Boise customer of Cable One and finding it difficult to make contact with the company to get to the bottom of my issue. I was set up with Internet only service which is what I requested and just received a notice via email which I set up with them indicating I have exceeded my data plan limit. I received no plan paperwork for the service so was unaware that there was a limit. The notice I received indicates this was the second notice. Cable One's counting mechanism must be experiencing issues. I do not block them in my email so if a prior notice had come in I would have received it.

The real issue is that they have deceptive sales tactics that others should know about. When I was getting DSL services I had the same internet usage and did not have any limits to contend with. Here too I believe their measuring mechanism has a flaw. They cannot seem to provide me with numbers to show that I have gone over the data limit.

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.

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.

After researching the account, the local office shows the service was re-enabled on the 23rd, the same day as the payment was posted.

The account is now active, they were not charged a reconnect fee. it is important for the customer to note, in order to avoid and future interruptions, they must pay at least 48 hours prior to any disconnection, otherwise, there is no guarantee the payment will be applied in time.