Cable TV of East Alabama is a sorry excuse for a businessThey charge high rates--in Fort Mitchell they are the only Cable company that services the areaOur TV and Internet signal constantly go outI have tried contacting the company to resolve the issue and no one will contact me backWe are PAYING for a SERVICE that is NOT being providedWe have service less than half of our monthly billing cycle and are expected to pay for full serviceThat is ridiculous!
[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 ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
First of all, CTVEA is the only internet provider in my area- you can drive miles into GA from where I live and have other companies to chose fromIt is what it isMy issue is they seem to be running a Monopoly in my areaI'm in the military and have moved around a lotThis is the first company for internet where I am paying way more than I have ever paid for the internet speed I purchasedI am paying $more than every where else I've beenA total of $110/month just for internet at 50mbps connectionI swallowed that pill and realized as well, it is what it isWhich brings me to my complaintI have been running speed tests at different times of the day for a weekI have documented proofOn average I have only been receiving a bandwidth of 12mbps download speed and a less than Mbps upload speedThis is over 75% less of what I'm paying forif I where to go to a grocery store, they wouldn't be selling 1/of a chocolate bar for the price of a whole onethis is theft and bad business practice
Now for the cherry on topThere customer service is disgustingYou are on hold when you call for almost 30-minutes when the system says there is only one caller ahead of youseems like there is only one person that works there and when you tell them your issue they give you an attitudeIt's really difficult talking with someone who is disrespectful and doesn't seem to careNot only are they taking my money, not providing the service they said they would, they "spit" in your face when you try to get a problem fixed
How can a business tell you one thing over the phone then you go up there and it's a whole different story! I was told over the phone my box was not acceptable and was going to be charged $and I told them I would be right up there, after getting there we were told it was only a $charge!
If you can go AT&T it's worth it and a whole lot cheaper!
In response to internet issues for Mr. [redacted], we are deligently working on his internet concern. On January 13, 2014 a technician was at Mr. [redacted]'s house to check out the internet concern and at that time speed tests were run. In addition, the technician supplied...
customer with a wireless modem to begin process of trouble shooting the internet issue. No more calls were taken until January 28, 2014; and another trouble call was scheduled.
On January 22, our office did have two power outages which left the personnel unable to answer the phones or questions between 5:00 pm and 6:00 pm. All customer calls were routed to our answering service who in turn pass messages back to our after hours staff.
We have been in contact with Mr. [redacted] and request additional speed tests be performed to pinpoint the cause of the problem. We will remain in contact with Mr. [redacted].
Thank you.
Our office has been in contact with consumer and the addresses in question have been discussed to include the layouts of the properties and how our cable lines are ran along with power lines, etc. The consumer's address to include other roads in the vicinity inside the subdivision do not...
have our services at this time even though the main road which has been there for a long time, does have CTV service capabilities. Our office plans to contact consumer of any updates.
Cable TV of East Alabama the only option in our area. We had service for a little over two years always break an internet and phone service speed of internet slow down at end of month phone drops calls picture interrupted months and months of issues with the services. The employees are rude unprofessional and at times would even refused to give managers names when asked. Receptionist Tiffany manager Catherine we had them come out several times to fix problems. Many times spoke to Deborah Brown about issues. Told they would only prorated based on how many time somebody comes out not on how many times you have actual issues calls for service. Overcharge for their bundles sometimes up to $150 would speak to my wife on many an occasion regarding the bill however after cancelling service all of a sudden her not being on the account as an issue the entire month of June cable TV was out at many of my neighbors homes as well as mine problems with their service the prompt on there call message even apologize for this what two weeks of February no phone service customer service is lacking at this location is just another example of our dealings with this company but they were insensitive to my family in regards to this regarding my wife when it came down to a disconnect in the service used to have AT&T out here don't know why there's only one service in our area I feel like since that is the case that you go above and beyond on their customer care the last week we had them they had to come out to put a splitter in it took three times to come out problems with that technical support sometimes almost an hour on the phone trying to get something taken care of they refuse to look into the inconsistent service and apply it the future bills they refused to prorate unused service is absurd if you pay for something and you should get your bill prorated or some sort of consolation for your time and money most companies who actually have good customer service would you whatever it takes to try to keep a customer. I feel we were ignored in this regard and caused us to ultimately cancel the service. There were some weeks it was almost a daily issue that we were on the phone for something. When I would go up there to make payments I would also make sure that I let them know of any problems we were having. I asked if our bill can be prorated due to all the problems and again they said it's based on if they come out to fix something so I guess my hours of time are not worth anything. They told us on many occasions to troubleshoot. If this is necessary so many times so often makes me wonder why technical support is even available but that's neither here nor there I hope the next customer does not have to deal with these problems. Again with them being the only provider in the area for the most part customer service should be top priority product Integrity as well.
We have had Cable TV in our home for over 20 years. We have not had any issues with their services. We just recently upgraded from basic to the Digital Preferred and 30 Meg internet and we are very pleased. I am a mother with two teenage daughters and they kill our data and complain when the internet we used to have (ATT) would lag. Now that I changed to Cable, it has been relieving on our phone bill and an improvement all around on our computers. They have gotten some new CSRs in the past year and the ones I have spoken with are very friendly and helpful.
Revdex.com:
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
CATVEA spent some time at my house yesterday working on the problem
but it is not yet resolved. I will report to CATVEA today that despite any
improvements I am still at 2.7 mpbs and the computer is still running slow.
All speed tests have also reported "slow". I am in hope of getting my 3 mpbs
that I previously had back. $160 per month is half my house payment, it is a
lot of money for nor getting what you are paying for, note that this new
answer from CATVEA also evades the price adjustment promise that has
yet to come out on my bill. An effort appears to have been made to help
with the expense of the new modem but the bill has not been addressed.
Thanks for all the effort from the Revdex.com, the consumer just doesnt get much
anymore without the Revdex.com> [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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I've been with this company Cable TV Of East Alabama for almost 3 1/2 years,never had any problems with my services. Not once when I called in to make a payment or just ask a question about any specials their csr was always polite.I no for a fact that this company has done a lot for our community,most people are not aware of.I would recommend this company to family an friends.The turn around time for a trouble call is 1 to 2 days,they will email you if you have your email on file,if your services is going to be interrupted due to mainteance issue which is a great idea,most companies don't do that,it is also on their local channel 7 an in their weekly newspaper .
CTV of East Alabama has been in touch with customer concerning customer issue and has resolved those in question. Customer has also returned as an internet customer.
This is an update of jerry carroll's problems with cable tv of east alabama.
We just had to call CATVEA again this Monday morning, 4/21/2014 because the internet
went off again and continues to do so, this is about 7 times in 2 months.
The last reply from CATVEA claimed the service in our neighborhood had not decreased which is the opposite of what the tech who came to our house told us and in addition the reply to the Revdex.com admitted we are paying for 3 mpbs but, again, even the tech who came out admitted that our strength has gone down to 2.7 (dropping to 2.1) even with the new more sophisticated router due to the addition of more neighborhood subscribers usurping a 3.1 signal we had gotten for over a year.
1. I will take pictures of the screen showing the 2.7 signal which drops to 2.1 and
send them to the Revdex.com, this will show that we are not getting the 3 mpbs signal we are paying for.
2. When in the approximate 7 times I have called tech support at CATVEA and pointed out that we were receiving 3.1 mpbs for a year and now they are making more money off reducing our signal and trying to charge us to get back the 3 mpbs that they admitted to the Revdex.com we are paying for (they want us to pay for a higher strength that they advertised in the newspaper without saying they were going to charge for it and cut subscriber's signals so they would have to pay to get what they were already receiving ) the tech support personnel have no explanation or denial of such outrageous conduct.
3. Independent electronics technicians we have hired stated that you have to have 3.5 mpbs to receive Netflix streaming constantly and that AT&T only has 1.2 and CATVEA had 3.1 which has dereased to 2,7 and below.
4. When CATVEA admitted adding units in our neighborhood dropping the signal to 2.7 (sometimes 2.1) even a new improved router cannot constantly bridge the gap for good service and CATVEA knows it is unfair to force us to pay them more than $160 just to get what we were promised and received for over a year.
5. CATVEA promised a price adjustment on our bill which they never gave us and refuse to answerthe Revdex.com complaint concerning.
6. In addition to their attempt to charge us more to get what we were promised and had, we also had to pay over 50 dollars for a new router even though the old one still works.
7. Ostensibly the new higher speeds were a cost to CATVEA and a decision was later made to try to get the customers to pay for it after their newspaper advertising touted it as an improvement for their customers without cost, tech support even admits seeing the newspaper ad and that there was no additional cost in the ad.
8. Obviously the customers objected to paying more than $160 per month and a decision was made to force a higher payment by reducing the signal strength from the promised 3.0 mpbs to 2.7, occasionally dropping to 2.1, to cause 7 interruptions in service and force the consumers to have to pay more for what they were already promised to recoup the costs of the new higher speed equipment.
9. Pictures of our screen reading 2.7 mpbs will show that the techs who came to our house and the telephone tech support are correct in their admission of the 2.7 mpbs and that the unsigned answer to the Revdex.com was deliberately not signed because the party writing to the Revdex.com did not want to be known.
10. This is not the first time that a large utility has made the news for charging the consumer for new equipment when the consumer actually never received a benefit, we expect our previous quality service to be restored even if CATVEA has to provide us one of their new higher speeds to give us the speed they took away that we were promised and had the use of until they got in debt over the new equipment. Thanks for any Revdex.com consumer protection help you can give us and our neighbors which raises the question about what our neighbors are Jerry Carroll
Upon review of Mr. [redacted]'s internet services, it has been noted that even with the additional expansion in the neighborhood, the internet upstream has never exceeded 80% of utilization, thus no service has been affected by the expansion, and we have not...
experienced any problems in the area. Mr. [redacted]"s service is at a bundle price which includes up to 3 meg internet. As for the router, our cable modem does not have a router; and he has his own router. Netflix movies, depending on HD or Standard, may require an upgrade of internet speed to stream. We do offer higher speeds of internet and are priced accordingly.
Per calls to technical support (below), Mr. [redacted] is getting the speed of internet he is subscribing to from CTVEA.
cu states experiencing slow speeds all day & night. unable to stream Netflix, states is getting 3 mbps which is not enough to stream a movie. cu states this has been ongoing since Friday and wants it resolved today -refuses to troubleshoot. cu was advised this being Sunday I would send a request for a tech but could not promise it would be fixed today.
tech 27 made a trip to cu's home to follow-up on today's call made to the answering service earlier today. cd
Customer available to troubleshoot in front of equipment. Pulled power from the modem and router. Cleared and reset the modem. Connected the ethernet from the modem to the 'internet' or 'WAN' port on the router. Connected ethernet from router to the ethernet port on the PC. Reconnected power to the modem. Modem came online. Reconnected power to the router. Device pulled an IP. Repaired the IP address on the PC. Confirmed surf. Issue resolved. Advised customer that we are here 24/7 if they have any further issues.
Thank you.
Per followup call to customer today, internet is now working. Technician did go to the residence on June 9, 2015 to further review issues, fix problem, and ensure internet is working. We encourage all customers to let us know if they experience any other issues.
Revdex.com:
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.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
A technician from Cable TV of East Alabama came to my residence on Saturday March 14 2015 and installed the new router. As I write this, I have to use my Verizon LTE data because the Internet is now SLOWER than before. I am not satisfied with the resolution from Cable TV of East Alabama. My problems with internet speed have gotten worse. My wife cannot Skype with family overseas and I can hardly get online college courses to load completely.
This particular installation required a road bore. Before doing any work, all utility company locates must be completed. Once done, a temporary drop is left on ground until permanent installation. The length of time taken on this particular project is not typical nor our normal business practice....
There were weather and equipment issues that impacted the delay, along with the holidays. We sincerely apologize for the inconvenience. The work is now underway and will be completed within 2 days.
In reference to Case #[redacted], Cable TV of East ALabama does apologize for the damage to the property and to Mr. and Mrs. [redacted]. A service supervisor visited with Mr. [redacted] and discussed the issue. The service manager would like to offer one month of credit of services in the amount...
of $100.07. This credit will be applied to the account. Please do not hesitate to call our office at ###-###-#### if we can be of further service.
Cable TV of East Alabama is a sorry excuse for a businessThey charge high rates--in Fort Mitchell they are the only Cable company that services the areaOur TV and Internet signal constantly go outI have tried contacting the company to resolve the issue and no one will contact me backWe are PAYING for a SERVICE that is NOT being providedWe have service less than half of our monthly billing cycle and are expected to pay for full serviceThat is ridiculous!
[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 ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
First of all, CTVEA is the only internet provider in my area- you can drive miles into GA from where I live and have other companies to chose fromIt is what it isMy issue is they seem to be running a Monopoly in my areaI'm in the military and have moved around a lotThis is the first company for internet where I am paying way more than I have ever paid for the internet speed I purchasedI am paying $more than every where else I've beenA total of $110/month just for internet at 50mbps connectionI swallowed that pill and realized as well, it is what it isWhich brings me to my complaintI have been running speed tests at different times of the day for a weekI have documented proofOn average I have only been receiving a bandwidth of 12mbps download speed and a less than Mbps upload speedThis is over 75% less of what I'm paying forif I where to go to a grocery store, they wouldn't be selling 1/of a chocolate bar for the price of a whole onethis is theft and bad business practice
Now for the cherry on topThere customer service is disgustingYou are on hold when you call for almost 30-minutes when the system says there is only one caller ahead of youseems like there is only one person that works there and when you tell them your issue they give you an attitudeIt's really difficult talking with someone who is disrespectful and doesn't seem to careNot only are they taking my money, not providing the service they said they would, they "spit" in your face when you try to get a problem fixed
How can a business tell you one thing over the phone then you go up there and it's a whole different story! I was told over the phone my box was not acceptable and was going to be charged $and I told them I would be right up there, after getting there we were told it was only a $charge!
If you can go AT&T it's worth it and a whole lot cheaper!
In response to internet issues for Mr. [redacted], we are deligently working on his internet concern. On January 13, 2014 a technician was at Mr. [redacted]'s house to check out the internet concern and at that time speed tests were run. In addition, the technician supplied...
customer with a wireless modem to begin process of trouble shooting the internet issue. No more calls were taken until January 28, 2014; and another trouble call was scheduled.
On January 22, our office did have two power outages which left the personnel unable to answer the phones or questions between 5:00 pm and 6:00 pm. All customer calls were routed to our answering service who in turn pass messages back to our after hours staff.
We have been in contact with Mr. [redacted] and request additional speed tests be performed to pinpoint the cause of the problem. We will remain in contact with Mr. [redacted].
Thank you.
This company is horrible. The internet constantly loses connection just as well as cable tv.
Our office has been in contact with consumer and the addresses in question have been discussed to include the layouts of the properties and how our cable lines are ran along with power lines, etc. The consumer's address to include other roads in the vicinity inside the subdivision do not...
have our services at this time even though the main road which has been there for a long time, does have CTV service capabilities. Our office plans to contact consumer of any updates.
Cable TV of East Alabama the only option in our area. We had service for a little over two years always break an internet and phone service speed of internet slow down at end of month phone drops calls picture interrupted months and months of issues with the services. The employees are rude unprofessional and at times would even refused to give managers names when asked. Receptionist Tiffany manager Catherine we had them come out several times to fix problems. Many times spoke to Deborah Brown about issues. Told they would only prorated based on how many time somebody comes out not on how many times you have actual issues calls for service. Overcharge for their bundles sometimes up to $150 would speak to my wife on many an occasion regarding the bill however after cancelling service all of a sudden her not being on the account as an issue the entire month of June cable TV was out at many of my neighbors homes as well as mine problems with their service the prompt on there call message even apologize for this what two weeks of February no phone service customer service is lacking at this location is just another example of our dealings with this company but they were insensitive to my family in regards to this regarding my wife when it came down to a disconnect in the service used to have AT&T out here don't know why there's only one service in our area I feel like since that is the case that you go above and beyond on their customer care the last week we had them they had to come out to put a splitter in it took three times to come out problems with that technical support sometimes almost an hour on the phone trying to get something taken care of they refuse to look into the inconsistent service and apply it the future bills they refused to prorate unused service is absurd if you pay for something and you should get your bill prorated or some sort of consolation for your time and money most companies who actually have good customer service would you whatever it takes to try to keep a customer. I feel we were ignored in this regard and caused us to ultimately cancel the service. There were some weeks it was almost a daily issue that we were on the phone for something. When I would go up there to make payments I would also make sure that I let them know of any problems we were having. I asked if our bill can be prorated due to all the problems and again they said it's based on if they come out to fix something so I guess my hours of time are not worth anything. They told us on many occasions to troubleshoot. If this is necessary so many times so often makes me wonder why technical support is even available but that's neither here nor there I hope the next customer does not have to deal with these problems. Again with them being the only provider in the area for the most part customer service should be top priority product Integrity as well.
We have had Cable TV in our home for over 20 years. We have not had any issues with their services. We just recently upgraded from basic to the Digital Preferred and 30 Meg internet and we are very pleased. I am a mother with two teenage daughters and they kill our data and complain when the internet we used to have (ATT) would lag. Now that I changed to Cable, it has been relieving on our phone bill and an improvement all around on our computers. They have gotten some new CSRs in the past year and the ones I have spoken with are very friendly and helpful.
Revdex.com:
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
CATVEA spent some time at my house yesterday working on the problem
but it is not yet resolved. I will report to CATVEA today that despite any
improvements I am still at 2.7 mpbs and the computer is still running slow.
All speed tests have also reported "slow". I am in hope of getting my 3 mpbs
that I previously had back. $160 per month is half my house payment, it is a
lot of money for nor getting what you are paying for, note that this new
answer from CATVEA also evades the price adjustment promise that has
yet to come out on my bill. An effort appears to have been made to help
with the expense of the new modem but the bill has not been addressed.
Thanks for all the effort from the Revdex.com, the consumer just doesnt get much
anymore without the Revdex.com> [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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I've been with this company Cable TV Of East Alabama for almost 3 1/2 years,never had any problems with my services. Not once when I called in to make a payment or just ask a question about any specials their csr was always polite.I no for a fact that this company has done a lot for our community,most people are not aware of.I would recommend this company to family an friends.The turn around time for a trouble call is 1 to 2 days,they will email you if you have your email on file,if your services is going to be interrupted due to mainteance issue which is a great idea,most companies don't do that,it is also on their local channel 7 an in their weekly newspaper .
CTV of East Alabama has been in touch with customer concerning customer issue and has resolved those in question. Customer has also returned as an internet customer.
This is an update of jerry carroll's problems with cable tv of east alabama.
We just had to call CATVEA again this Monday morning, 4/21/2014 because the internet
went off again and continues to do so, this is about 7 times in 2 months.
The last reply from CATVEA claimed the service in our neighborhood had not decreased which is the opposite of what the tech who came to our house told us and in addition the reply to the Revdex.com admitted we are paying for 3 mpbs but, again, even the tech who came out admitted that our strength has gone down to 2.7 (dropping to 2.1) even with the new more sophisticated router due to the addition of more neighborhood subscribers usurping a 3.1 signal we had gotten for over a year.
1. I will take pictures of the screen showing the 2.7 signal which drops to 2.1 and
send them to the Revdex.com, this will show that we are not getting the 3 mpbs signal we are paying for.
2. When in the approximate 7 times I have called tech support at CATVEA and pointed out that we were receiving 3.1 mpbs for a year and now they are making more money off reducing our signal and trying to charge us to get back the 3 mpbs that they admitted to the Revdex.com we are paying for (they want us to pay for a higher strength that they advertised in the newspaper without saying they were going to charge for it and cut subscriber's signals so they would have to pay to get what they were already receiving ) the tech support personnel have no explanation or denial of such outrageous conduct.
3. Independent electronics technicians we have hired stated that you have to have 3.5 mpbs to receive Netflix streaming constantly and that AT&T only has 1.2 and CATVEA had 3.1 which has dereased to 2,7 and below.
4. When CATVEA admitted adding units in our neighborhood dropping the signal to 2.7 (sometimes 2.1) even a new improved router cannot constantly bridge the gap for good service and CATVEA knows it is unfair to force us to pay them more than $160 just to get what we were promised and received for over a year.
5. CATVEA promised a price adjustment on our bill which they never gave us and refuse to answerthe Revdex.com complaint concerning.
6. In addition to their attempt to charge us more to get what we were promised and had, we also had to pay over 50 dollars for a new router even though the old one still works.
7. Ostensibly the new higher speeds were a cost to CATVEA and a decision was later made to try to get the customers to pay for it after their newspaper advertising touted it as an improvement for their customers without cost, tech support even admits seeing the newspaper ad and that there was no additional cost in the ad.
8. Obviously the customers objected to paying more than $160 per month and a decision was made to force a higher payment by reducing the signal strength from the promised 3.0 mpbs to 2.7, occasionally dropping to 2.1, to cause 7 interruptions in service and force the consumers to have to pay more for what they were already promised to recoup the costs of the new higher speed equipment.
9. Pictures of our screen reading 2.7 mpbs will show that the techs who came to our house and the telephone tech support are correct in their admission of the 2.7 mpbs and that the unsigned answer to the Revdex.com was deliberately not signed because the party writing to the Revdex.com did not want to be known.
10. This is not the first time that a large utility has made the news for charging the consumer for new equipment when the consumer actually never received a benefit, we expect our previous quality service to be restored even if CATVEA has to provide us one of their new higher speeds to give us the speed they took away that we were promised and had the use of until they got in debt over the new equipment. Thanks for any Revdex.com consumer protection help you can give us and our neighbors which raises the question about what our neighbors are Jerry Carroll
Mr. [redacted], Chief Engineer for CTVEA, and Mr. [redacted] have discussed the concerns and are working together.
Upon review of Mr. [redacted]'s internet services, it has been noted that even with the additional expansion in the neighborhood, the internet upstream has never exceeded 80% of utilization, thus no service has been affected by the expansion, and we have not...
experienced any problems in the area. Mr. [redacted]"s service is at a bundle price which includes up to 3 meg internet. As for the router, our cable modem does not have a router; and he has his own router. Netflix movies, depending on HD or Standard, may require an upgrade of internet speed to stream. We do offer higher speeds of internet and are priced accordingly.
Per calls to technical support (below), Mr. [redacted] is getting the speed of internet he is subscribing to from CTVEA.
cu states experiencing slow speeds all day & night. unable to stream Netflix, states is getting 3 mbps which is not enough to stream a movie. cu states this has been ongoing since Friday and wants it resolved today -refuses to troubleshoot. cu was advised this being Sunday I would send a request for a tech but could not promise it would be fixed today.
tech 27 made a trip to cu's home to follow-up on today's call made to the answering service earlier today. cd
Customer available to troubleshoot in front of equipment. Pulled power from the modem and router. Cleared and reset the modem. Connected the ethernet from the modem to the 'internet' or 'WAN' port on the router. Connected ethernet from router to the ethernet port on the PC. Reconnected power to the modem. Modem came online. Reconnected power to the router. Device pulled an IP. Repaired the IP address on the PC. Confirmed surf. Issue resolved. Advised customer that we are here 24/7 if they have any further issues.
Thank you.
Per followup call to customer today, internet is now working. Technician did go to the residence on June 9, 2015 to further review issues, fix problem, and ensure internet is working. We encourage all customers to let us know if they experience any other issues.
Revdex.com:
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.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
A technician from Cable TV of East Alabama came to my residence on Saturday March 14 2015 and installed the new router. As I write this, I have to use my Verizon LTE data because the Internet is now SLOWER than before. I am not satisfied with the resolution from Cable TV of East Alabama. My problems with internet speed have gotten worse. My wife cannot Skype with family overseas and I can hardly get online college courses to load completely.
This particular installation required a road bore. Before doing any work, all utility company locates must be completed. Once done, a temporary drop is left on ground until permanent installation. The length of time taken on this particular project is not typical nor our normal business practice....
There were weather and equipment issues that impacted the delay, along with the holidays. We sincerely apologize for the inconvenience. The work is now underway and will be completed within 2 days.
In reference to Case #[redacted], Cable TV of East ALabama does apologize for the damage to the property and to Mr. and Mrs. [redacted]. A service supervisor visited with Mr. [redacted] and discussed the issue. The service manager would like to offer one month of credit of services in the amount...
of $100.07. This credit will be applied to the account. Please do not hesitate to call our office at ###-###-#### if we can be of further service.