Cable One, Inc.

We apologize for the missing bill. The local office will contact Ms. [redacted] and arrange a time to cover her them in detail. Thank you.

Local office spoke with the customer and the issue has been resolved.

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.

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

Our billing statements go out in a timely matter so customers are not rushed to pay. However, if a customer runs so many days past due, it is our policy to take the payment from the credit card on file. The customer agreed to this when they singned up.

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.

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.

I called cable one on the 16th of January to notify them that my Internet service was not working. They informed me that there was an outage and it was being worked on. However I did not get service back for the rest of the day. The next day I woke up and still no service. I called again and again I was assured the issue was being working on and could take up to another 24 hours. The customer service representative told me that I would not be pro-rated for the two days I didn't have service. The next day my service went out again and when I called a customer service representative said the issue was being worked on. I was told there was nothing that could be done to resolve my issue. Cable one has failed to provide me with a service that I paid for and appears to be unbothered with the inconvenience to the customer when Internet is down three days in a row.

We are very appreciative of the customer's feedback, however, it is Cable one's policy to try and contact the customer multiple ways of informing them about exceeding allowable limits. Contacting the customer by phone is the main avenue.

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 accept that Cable One will remove the charge of 137.94 but I also request that NCC remove this charge as well. I have tried to speak with NCC about this matter yet they will not communicate with me about this matter. NCC still sends letters regarding the above account for collections and will not remove from NCC collections Nor have they removed from my credit reports. After this is completed I will accept the reolution. Again I have tried to contact NCC and they will not discuss this with me so I would expect Cable One to contact NCC to fix this problem. Thank You,

Regards,[redacted]

A $90 credit has been applied to the account.

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,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that...

as long as they continue to research and repair this problem instead of just dropping it and not fully checking out the situation. Once the system stays up for a time frame with no drop outs at all will I consider this resolved. 

Regards,

Yes. The account was closed because I was contacted directly by a Cable One rep. the day after my complaint. Everything was resolved.

When the change was made the bill had already went out. The actual balance due is $12.41.

Please have the customer contact the local General Manager by the name of [redacted]. She has a copy of the original call in question and looks forward to clearing up this issue with the customer.

The local office spoke with the [redacted] about the delay to process adding a home to our system. It is just something that takes time unfortunately. They agreed the 7/8 date would be OK for install.

Cable One moved to a new Email provider. The customer issues are a result of this. We contacted the new provider and believe the issues are resolved. Our technical Call Center left several messages with the customer but has not received a reply.

Our local office attempted to setup a service call to troubleshoot and fix any outstanding issues. The customer decided additional trips were not necessary and has since disconnected. Therefore, we are unable to justify a refund.

We moved to a new house over 8 months ago, and when they set up our internet they left a cable across 3 different backyards and told us they would be back to fix it. They didn't show up later (which they made it sound) and so we called them. They then gave us a different number for the local branch. They told us it would be 6-8 WEEKS but they put us in the list. 8 weeks later still not fixed. We repeatedly call that number and never get an answer. Finally we call corporate, and they told us that that information we were given was wrong and because of the time of year it would be another 3 MONTHS before they could do it but we are at the front of the list. Those months pass and nothing happens. Call again oh we just need to put you on our work order, it will be done. Another 2 months later nothing. Call again and they tell us oh we have 3 different computer programs, I only see it in one. I will fix it and get the work order approved because it is burying the cable. I will make more of your sprinklers, Someone from the local area will call you and set up an appointment. 2 days later we wake up to find a sorry we missed you note on our door. The issue with this is 1) they never called to set up an appointment like they said they would and 2) we WERE home, meaning they never rang the doorbell (our dogs bark like mad every time it goes off, we can't miss it). So I call back and make them schedule me an appointment, but they only do all day appointments 8am-7pm. So I have to drop everything and wait all day, and I had a sick dog whose vet appointment I had to push to the next day. I wait all day ( I left my back gate open for easy access) and no one ever comes to my door. We are on a corner lot, so there is a side of the house I cannot see. I went to close the back gate for a second (to let my dogs out) and noticed a cable one truck on that side of the house, so in effort not to get in the way, I leave the gate open and leash my dog and take her out front instead. Before we make it back inside the house the truck leaves and I never saw anyone get out. Cable one does a lot in my area, so I thought maybe it was at a neighbors or something and continue waiting ALL day for someone else to show up and no one did. We call them AGAIN and asked what happened. Apparently they cancelled my appointment without notifying me (again I had other things to do) because they have to go through a different agency, they same one from the beginning that lied to us and then quit answering our calls. So needless to say, we have been pulled around in a giant circle and are very frustrated. I wouldn't recommended cable one to anyone if you can avoid them (because of our rural location we cannot).