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Cablevision Systems Corporation

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Reviews Cablevision Systems Corporation

Cablevision Systems Corporation Reviews (249)

Review: I've been trying for months to get a cancellation fee payment from this company.

I transferred services from another company to them on August 2013, I incurred on a fee that they confirmed multiple times they will refund and never did.

We recently moved and they assurme that they will pay that money even after discounting their services, that was another lie.

Now I still have that pending bill with the other company - that at this point - may go to collection and Optimum refuses to pay saying that they cannot do this now sice we are not current customers anymore and they account is not active.Desired Settlement: I would like for they to honor their written promotion of paying any fees for switching to them.

Business

Response:

On 6/*/14 [redacted] was contacted and advised that we were reopening his request for ETF reimbursement. [redacted] was advised that management would be reviewing the request and we should have an answer no later than 6/*/14. Several calls between 6/* and 6/** were made to [redacted] to obtain more information regarding conversations he had with the Direct Sales Representative. These calls went unanswered and voicemails were left. A No Contact Letter is pending approval from management and will be mailed to [redacted] 06/**/14.

Review: I work from home & this issue has been impacting my work since the beginning. It’s a very painful & time consuming process to explain the issue again & again to Optimum reps & get it fixed. I am unable to move to other providers because Optimum has a monopoly near my location & no other provider wants to invest on installing new network of cables to provide services so I ended up getting stuck with Optimum.I use to jump on to Optimum wifi signals or connect through my [redacted] phone most of the time to work from home.

Over the past months, I have been trying to get this resolved.Finally I spoke to a rep that seemed to know what he was talking about and advised that the issue is that I am receiving a very slow speed – average of only 9 to12 mbps download\ 0.5 to 1 mbps upload vs Ultra 50 download that I am subscribed for. Technician was sent on 01/** & he fixed the issue. He discovered that the Coax cable, adapter/Joint & router were not installed correctly by the previous optimum technician. I don’t remember the time of the previous tech visit but I do remember that he has come between June 2015 to Sep 2015 to upgrade my Netgear N600 router to the current De-Link router. That was Optimum technician who did not do good job in installing the router & coax cable correctly but I ended up paying for that duration when I have been receiving very low speed of only 9 to12 mbps download\ 0.5 to 1mbps upload. I have been with Optimum for more than 3 year & I have never missed any of their payment.

ALSO I was offered a promotion for Internet\TV|Phone with free international calling facility but since last 6 months I have been getting charged for international calls that needs to be refunded back.Desired Settlement: 1. I want optimum to give me a credit me for Internet charges for the last 6 months when I have struggled to get good speed. That is 29.95*6 = $179.7.

2. I was offered a promotion for Internet\TV|Phone with free international calling facility but since last 6 months I have been getting charged for international calls. Please refund those charges ASAP.

Business

Response:

After review of the customer’s account history, the customer has contacted Cablevision once in the last six months regarding a problem with their internet service (1/**/16). After contacting our technical support group, it was determined that a service technician was needed to visit the home. On January **, 2016, a Cablevision service technician visited the customers home in response to their service complaint regarding slow internet speeds. After troubleshooting, the technician determined the modem was defective and a portion of wiring needed to be replaced. This problem was not caused by a previous technician. The customer was originally on a two year promotional offer, which included free international calling from July **, 2013 until July **, 2015. Upon completion of the offer, the customer would then pay for per minute calls. Our rates per minute vary by country and type of phone but can be found online at [redacted]. The customer contacted Cablevision on January **, 2016, and was informed of the previous promotional offer expiring and the charges going forward. The customer was offered and accepted a $25.00 credit towards their bill for this matter. Attempts to contact the customer regarding their complaint were made on January [redacted], [redacted], and February [redacted], but could only leave voice mail messages. A no contact letter was mailed on February *, 2016. Cablevision has not received any return calls regarding the complaint and considers this matter closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have called them after receiving a letter & left VM on Sath & Monday for the field office. It was only today Tuesday [redacted] a field officer called back to discuss. I have contacted customer service multiple times through phone as well as chat support to resolve my internet speed issue.You should also understand that its not a quick process to resolve internet issue with Cable Vision reps on phone. Every time a customer calls there is a long hold before they will walk you through the steps that would take at least 1 to 1 1/2hr to refresh or reset your WiFi. Hence If they were expecting that I should have called them everyday & l had spent hr on phone then I beg to differ with their expectation. Every time they would try to refresh my internet signals from their side but never figured out the root cause of the problem. Every time I had requested for a technician visit & they have asked me to pay for the those visit hence I end up denying it.As mentioned earlier, On 01/**/2016 when I spoke to a sensible technical support rep on phone & he understood that there is some issue at my end. He then agreed to send a technician without charging me with any technician visit fees. On 1/**/2016, When the service technician visited, he found out that it was faulty Coax cable installation & incorrect installation of router that has caused the issue. He agreed that it was due to the previous technician faulty installation that I was suffering with slow speed for more than 6 months. He made a note of that & agreed to provide his feedback to his supervisor & make a note of his observation on the work order that he was going to submit that night (01/**/2016). This is unfair for Cable vision to charge me for internet speed upto 50mbps when I was only getting a speed of 5-9mbps. Slow speed had impacted my work & I was not as productive due to which it has lot of impact on my performance.Cable vision representative is wrong in saying that that the issue was not caused by previous technician. It was actually due to their untrained & incompetent technician that I have faced an issue for more than 6 months & now they don't want to admit that. They can't pay be back for the impact it has caused on my productivity & performance of my work but at least accept their fault & return my money. I didn't get the kind of service I was expected to get & I am just asking for the refund for that duration. I would request Revdex.com to help me & understand my concern. Its a hard earned money & I want refund of my internet charges that I have paid them for last 6 months. Thanks!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Cablevision already investigated the customers concerns and provided accurate information in our previous response. As found within our terms of service ([redacted]), “Subscriber's use of the Optimum Online Service(s) shall be deemed acknowledgment that Subscriber has read and agreed to these terms of service. Any user who does not agree to be bound by these terms should immediately stop their use of the Optimum Online Service and notify the Cablevision Customer Service Department to terminate the account. In no event shall Cablevision be liable for any failure or interruption of Service, including without limitation those failures and interruptions resulting in part or entirely from circumstances beyond Cablevision's reasonable control. Subject to applicable law, credit with respect to Subscriber's recurring monthly subscription fee shall be given for qualifying outages of the Optimum Online Service. In any event, if there is a known service interruption in excess of twenty-four (24) consecutive hours (or in excess of such lesser time period pursuant to state law), Cablevision, upon prompt notification of such failure or interruption from Subscriber, shall provide Subscriber with a pro-rata credit for charges billed by Cablevision relating to such failure or interruption. Credits or billing adjustments for services billed by a Third-Party Provider shall be subject to the stated billing practices of that Third-Party Provider. In no event shall Cablevision or any Third-Party Provider be liable for any incidental or consequential damages.” The customer will be provided a credit for the reported internet service issue from 1/**/16 to 1/**/16, and will be found on their next billing statement. Additional credit for this issue is unwarranted and Cablevision considers this matter closed. Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Optimum can't charge their customer for bad services. I was not getting the promised speed hence they have to refund me for that period. Tell them to check with their technician who visited my house to fix it & they will get to know how bad my internet connection was installed. Tell them to stop taking advantage of customers & they should refund me for bad services cause by bad installation. In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I I called the cablevision to ask them to send me a corrected bill but after talking to 3 people, including 2 [redacted] and after over an hour, I was not able to talk o any one with minimum accounting skills to have the billing errors fixed. Their base of calculations is incorrect and I'm really concern that if it does not get fixed, it might affect several customers’ bills, who may not even notice those errors!Desired Settlement: A call back from someone at Cablevision with at least basic accounting knowledge to discuss the major errors on the bill!

Business

Response:

On 3/**/2014, Cablevision spoke with the customer regarding his experience, which the customer confirmed was back in August 2013. Cablevision confirmed the customer called in regarding an error with the amount of credit he was previously promised. The customer was provided with a month of credit back on 8/**/13. The credit amount applied was $76.90, but the total amount should have been $79.68. The difference of $2.78 was for taxes that weren’t originally calculated. The customer was provided with the difference on 8/**/13, during the original escalation. The customer is not eligible for any additional credits for this matter. Cablevision apologized for the inconvenience and assured the customer we will handle the matter internally and provide coaching where necessary to prevent future poor experiences. On 3/**/14, Cablevision attempted to contact the customer, to advise of this decision and left a voicemail message, additional contact attempts will be made to the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They 'Deliberately' did not mention that when a gentleman, called [redacted] at Cablevision was assigned to resolved the issue, he got back to me after a few days I had spoken to him first, left a voice message, mentioned that he had reviewed it and offered one month of credits for my services with Cablevision, to resolve the issue. He asked me to contact him to accept what he had offered. We spoke on the phone, he told me that we were on a recorded line, asked me to acknowledge that the credit he offered, would resolve the last issue forwarded by the Revdex.com. we agreed upon that and he said that the credit would be applied by the next billing cycle but most likely within a couple of days.Last Friday, I was notified by cablevision that the credit would not be applied to my account!

If someone is authorized by Cablevision to get back to a customer to address and resolve the issue, the agreement between that person and the customer 'MUST' be respected. They do not seem to respect the agreement with the customers.

This matter 'MUST' be addressed and rectified carefully. I requested to speak to the [redacted] of Customer Relations (Services) at Cablevision, to know if someone is assigned by Cablevision to respond to the customer's complaints forwarded by the Revdex.com, and is talking to the customers on behalf of the Cablevision, any thing he /she offers to resolve the issue, could be disputed or not.

The Cablevision does not seem to have an organized structure. When someone reviews a n issue with his [redacted], then gets back to a customer, offers a resolution towards the customer's satisfaction, since he was authorized by cablevision, his decision must be respected and honored. It's a huge contradiction!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

On 4/*/14, CECR spoke with the customer and informed him that his credit of $80.72 was applied on 3/**/14. The customer was still dissatisfied with the initial denial of his credit request; however, was again advised that the decision to grant the credit was accepted by management.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I still do not understand why:

1. If the credit given to my account by one of the representatives in the executive response team, were a valid and authorized credit, why was it declined by his [redacted]?

2. If [redacted] were right thing to decline [redacted]'s decision, why her [redacted] honored [redacted]'s decision?

When I spoke to [redacted], she honored [redacted]'s decision but in an 'Extremely' impolite and disrespectful manner. Hence I requested to talk to her [redacted], who was introduce as [redacted], the [redacted] of Customer Service to also get answer for the above mentioned questions but have not heard from him yet.

Why should I have spent so much time and energy to regain the credits that were previously promised to me?

The ISSUE 'will not be resolved' until I speak to [redacted], the VP of the Customer Service to get the answer to the above mentioned questions, that wasted so much of my time and energy and caused the Cablevision so much disrespect to me!

As I mentioned, I need Logical Answers to the above mentioned questions.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I used to be an account holder with Optimum until I moved out of a residence at [redacted] in August 2013. I have twice submitted the appropriate paperwork to have my name, social security number, and all other information removed from the account. I continue to receive information about "Past Due" bills related to this account which were accrued well after the paperwork was submitted and I was assured my person was no longer associated with the account. I have already been through this with the company, resubmitted the paperwork, and assured again that I am no longer on the account. I just received another notice dated March **, 2014 for a "Past Due" on this account. While I know the bills are being paid by the persons I turned the account over to, Optimum refuses to remove my personal information from their system and I fear it is affecting my credit score.Desired Settlement: I would like confirmation that ALL personal information including Name, Address, Phone Number, and Social Security Number has been removed from Optimum's system. I would also like an examination in to my credit score to determine that it has not been affected by Optimums failure to comply, with results and current scores to be forwarded to me, at the expense of Optimum.

Business

Response:

After review of the customer's account, Cablevision could only confirm one request for a name change for, which was submitted on 12/**/13. We could not confirm any additional contact regarding a name change for the account. Cablevision spoke with the current account owner and made arrangements for both parties involved to email the completed name change forms to expedite the process. The individual taking over the account did not provide the completed form until 4/**/14. After confirming all necessary information was provided, the account name was changed. Cablevision also advised that we have not made any reports to any credit agencies regarding his account. The old account owner was pleased with the resolution and did not require further assistance

Review: I have paid my bill with credit card no. [redacted] and three time they have used a credit card no. I have never had I have been billed an extra $40 for their mistakes I want them to reimburse, my $40 I have proof and conformation that I paid my bill on time with card no. [redacted]. conformation no.on last payment[redacted] and the one before that was paid with the same card My service was terminated for one dayDesired Settlement: reimburse me the forty dollars and as soon as I can find another company to cancel my service the same old movies every month the worst service and billing practice I have ever seen for a major company I want credit for that day also to be tacked on previous compliant account no.[redacted]

Business

Response:

On 3/**/14. the Billing Department spoke with [redacted] and exlpained that the reasons the payments came back is because he input his cable account number instead of his checking account number in eBill. Customer gave a $40 credit for the returned check fees.

Review: a storm came through 10 days ago causing an outage and downed lines and wires. I have had to call several times to get issues addressed and had service calls where no one shows up. To date I still have lines across my property which is dangerous and serious safety concern.Desired Settlement: corporate contact and credit, or im switching provi

Business

Response:

On 9/**/13, Our Construction Department completed a pole transfer. The remaining cable down across the yard belongs to [redacted]. On 9/**/13, Customer was contacted and accepted a courtesy credit in the amount of $111.36.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have had downed polls and lines for the past 3 weeks. I have made 8 plus phone calls to people who cant seem to help me, and missed service appointments. I was told last week I would get a months credit for the ongoing issue and hassle. I get a call back 2 days ago from a field ops mgr saying hes only crediting half a month, although I was already told a months service. also requested channel line up mailed to me 3 weeks ago and never got it. im being billed for sports channels I never signed up to have nor do I watch. I want a call back from a corporate manager and credit. I will be looking to cancel my service as I pay $230 for service when I dont get whats promised or repair issues fixed in a timely manner.

Review: Internet speeds not as promised. When working, Service disconnects at least every hour for a small amount of time also. Thus when I am attempting to make an internet phone call I disconnect. Told over the phone that this problem is small because short time of disconnect, but to me this problem is large.Desired Settlement: Refund. Have an expert look into this problem and troubleshoot.

Business

Response:

On 10/**/14, Field Service replaced the equipment and reconfigured wiring to resolve the customers issues. The customer was satisfied.

Review: I contacted Cablevision approximately 8 months ago to discontinue my Television service for my business as I no longer have a need for it. When I spoke to the representative she explained to me that because I have the triple play I would actually end up paying more to discontinue the tv service and that it is costing me nothing to have. When I contacted a representative on 11-**-14 to find out if this was true, the representative told me that I am paying $29.99 monthly for tv. Please bear in mind this is the same TV service I called approximately 8 months ago to cancel and was lied to, $239.92 later I reveal the truth.Desired Settlement: Cablevision should check the records and notes that were inputted nearly 8 months ago for cancellation and issue an appropriate refund. To my calculations the amount is $239.92.

Business

Response:

The customer was provided the correct information however at the customers request to lower their monthly rate, Optimum provided the customer with a 1 year promotion on 12/*/2014.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I was charged for services that I did not utilize. I called to downgrade my service before my billing cycle ended yet I was still charged for the services that I no longer subscribed too. Cablevision refuses to credit me for the unused services. The customer reps are rude and unhelpful, they rather argue with customers then actually researching and finding a fair and just solution. I downgraded my service therefore my bill should reflect the charge effective immediately. Secondly, cablevision raised my bill with no explanation or warning. I am tired of these unethical and underhanded business practices. Every month my bill increases substantially, with no explanation. Horrible customer service.Desired Settlement: Credit my bill for services that I actually had not for things that I did not use. There's a surplus of 60 plus dollars on my bill that should not be there.

Business

Response:

On 10/**/14, Cablevision spoke with the customer at which time her monthly rates and billing were reviewed. Additionally, the customer has received all appropriate credits for unused services. All of the customer’s concerns were addressed and the customer was satisfied with the resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Lied to me about my cable package. They had upgraded my service without my authorization. Then I cancel the upgraded service, and I'm still being charged for it. I give them my move out date, to cancel the service, and they charge me over $300 for the hardware products in my household, which upon my move out date, I am to return, but they placed this amount on my current bill. My monthly bill should be about $135, and now it's up to $540. They say there's nothing they will do.Desired Settlement: I would like my account credited for the services I had never given authorization to put on my account, and they balance for the hardware pieces to be taken off my bill, until I return them upon my move out date of Nov. [redacted]. If I do not return the devices, then I would understand the charge going on my account, but not over a month in advance of my cancelation date.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I installed another cable box back in january and i've been billed $7 a month or a multi room dvr which I never ordered. they refuse to remove the charge which they put in there without my knowledge or consent. I just caught it now but they should have never been ilegally charging me

I was also offered $45 credit in 3 $15 payments ove rth enext 3 months which they wont honorDesired Settlement: back pay of the $7 plus all surcharges and late fees which the extra charge accounts for. the $45 credit as well

Business

Response:

Cablevision contacted the customer on 9/*/14 and was advised that he was charged for the Multi Room DVR add on service

effective 2/**/14, as his one year promotion expired. The customer was advised that the service will be removed and back-billed as a courtesy and will be credited for seven months of DVR Add-on service. The customer was advised that he did not accept the offer on 9/*/14, but as a courtesy, three credits of $15.00 will be applied on the following three billing statements. The customer accepted our offer and did not require further assistance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I callled this buisness on 8/**/14 because I was having problems with my cable tv service....the first rep does nothing but resets my cable box and then tellls me hes transferring me to a survery....but the problem was never fixed............I callled back immediately and the rep said the same thing they have beeen telling me for the past year on and off......every night of the week my channel guide goes dead and they say its a problem in my area and there workin on it........welll theyve been workin on it for a year and im paying 150 dollars a month to watch tv........I want it fixed........why isnt it fixed yet??......or is it convenient to blame it on system problems.......it happens every night at midnight.....I loose my channel guide............I spoke to a [redacted] named [redacted] who gave me [redacted] name to write too or call and I intend to contact hime directly to tell him to get off his [redacted] and get his company straight and serve his customers/.........Desired Settlement: I want my cable tv repaired right and the channel guide working right.........this stufff they telll u that its a ststemic issue in my area I dont believe and ive been hearing it for a year.....I dont believe it

Business

Response:

On 8/**/14, Cablevision's Field Service department visited the customer's home to swap out the customer's equipment with our new model cable boxes. Cablevision followed up with the customer on 8/**/14 and

confirmed the customer was no longer experiencing problems with his channel guide displaying data. Cablevision advised the issue still might be intermittent, until an upcoming system update is launched. The customer appreciated the follow up and did not require further assistance.

Review: I'm a recent consumer of cable vision who called with specific questions regarding obtaining Internet and cable from this provider. After 3 calls due to further questions and deliberating I decided to go with cable vision/optimum, Also since I'm at a new residence [redacted] my old provider was not available. The customer rep that told me about deals and said that they are offering promotions for triple play but told me he could build me a specific package of my requirements which included no phone. He then asked if I was new to optimum. I said yes told him my requirements and he told me he could offer me my package for $135. When I told him it was too much and proceeded to end the call he told me to "hang on" and came back with an offer of $122 after taxes and fees. I still thought it was a bit much but agreed he then went on to say since I was leaving [redacted] it will be the best deal as this was a promotion. He said that he would waive the installation cost and Asked that I give the service rep a prior bill from [redacted]. The rep in no way said that the bill had to be no older than a specific date. Even when I gave the installation guy the bill he did not inform me that it was old. Since having optimum I have had several problems and have called many times, problems included no internet and cable for the first 5days after I was given the wrong boxes and now an "automatic" increase in my bill. When I asked why, the first couple of time I was told I had no prior provider bill on file. After several other phone calls was told my bill was old. When I told them I had paperless statements and asked if I could just forward them my emailed statements I was told no I needed PDF. I went on to explain that since I am no longer with [redacted] since I'm now with their business I was told that it was unfortunate. The rep told me that I could not forward or send my emailed statements from [redacted] since it was not PDF. I was then informed that I could not be helped because it was their policy and my new bill would be $177. The customer service reps at cable vision are usual "hit or miss" that is, I could never tell when I would have someone pleasant and helpful or nasty telling me that I'm "slow" and "lacking basic understanding".Desired Settlement: I would like my original offer of $122 for Internet and cable. I would also appreciate an apology. I would like them to accept my emailed paperless statements although I was able to receive a PDF from [redacted] after a quick call to [redacted], which I recently faxed to cable vision, with no response to date.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

We need to have a class action law suit against Optimum for over charging customers without providing a bill or a reasons for it.

In Nov 2015, I disconnected my Optimum and returned all equipment. I was assured that I will receive a final bill for it (about $40). However, I received a final bill for 10 times the amount ($403.41). On Dec *, 2015, I called and and a rep called Iris told me after credit the equipment return, the final bill would be $40.91 and I will receive a bill for it.

However, on Dec **, I received a call from a collection agency with Hudson in its name saying I owe $403.41. I called Optimum back and a rep named Mary with ID SEB confirmed that my final bill was $40.91 but she insists that Optimum do not send out final bills. Without the final bill, how do I know the charges were correct? Plus on the $403.41 bill, it already says I had an equipment credit of $362.01 and the bill was reduced from $765.42! It looks like Optimum was trying to over charge me. I had to pay the amount because it was at the collection agency only one month after they sent out the wrong bill.

Obviously Optimum was trying to collect the 10 times over charged bill through a collection agency. Since I did not get a final bill, I am not even sure if the $40.91 was correct. I also over paid about $10 for the previous bill because I was traveling and not sure what the paper bill amount was.

I cannot believe Optimum systematically tried to cheat its customers and over charging them and sending over charged bill ( about 10 times of final bill) to collection agencies to intimidate customers. Shame shame shame!

A class action law suit will be filed if Optimum continues its fraudulent billing practice and cheating its customers!

Review: Account Number [redacted] I called ###-###-#### and spoke with [redacted] ( [redacted] ).Desired Settlement: there was ststem outage from 4/** midnight for about 1 hour. I was told I would get a courtesy credit. That is not what I want, I want credit I did not get for service.

Also I recently disconnected my service ( TV ) and I should be considered a new customer and billed $49.95/month for the first year .

Lastely, on all my old bills I was billed a Sports surcharge. I dont watch sports and want credit for the time I was billed on this issue. This surcharge does not apply to me.

Business

Response:

Cablevision attempted to contact [redacted] by telephone but was unsuccessful. Messages were left with our direct contact information and a letter was sent to the customer advising that we have credited his account $3, which covers one full day of internet service loss. Additionally, we advised [redacted] that he has been a customer with Cablevision since 2010, so he is not considered a new customer and he is not eligible for any promotional rates at this time. We explained to [redacted] that Cablevision introduced the sports programming surcharge on April *, 2013 due to the costs of sports programming rising drastically, as this surcharge is a fee to recover a small portion of these costs. Even though [redacted] does not watch sports, the rates Cablevision pays for non-sports networks are affected by sports programming fees as well, with networks such as ABC, CBS, TNT, and TBS, etc. carrying live sports in addition to non-sports entertainment programming. Because these channels were included in [redacted]’s television package, he was advised that the sports programming surcharge was applicable to his account during the time he had television service with Cablevision.

Review: for the past 2 years Optimum (Cablevision) has been charging me $55 extra dollars for high speed internet...advertised high speeds were present from time to time...I was under the impression I was paying for consistent service...further more I recently downgraded to basic internet speed to only receive the same quality...this raises a red flag...what exactly was I paying for?Desired Settlement: I would like to be paid in full for 24 months at $55 dollars each month

Business

Response:

Cablevision reached out to the account holder who stated she did not file a Revdex.com complaint nor did she have any service issues. A technician was scheduled to the customer’s home for 5/**/15 to ensure there were no outstanding service issues. Nevertheless, upon arrival the customer was not home; therefore, all outside wiring was checked and found to be within specifications. Since the appointment, Cablevision has left several messages and has been unable to contact the customer. A letter was sent with our contact information should the customer have any further issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

To Whom It May Concern, your tech spoke to the wrong unit therefore a response of "I never filed a complaint" was given...please let me be clear...the issue at hand is false advertisement...I paid for ULTRA 101 speeds for 2 Years...the day I cancelled my ULTRA 101 and downgraded to basic I was still getting the same speed...what was I paying for?...I honestly do not know how to make it any more clear...in closing when you are ready to repay the amount mentioned in the initial complaint please mail the check to my home address.Case far from resolved

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

*

Business

Response:

Cablevision has made additional attempts to reach out to the authorized user [redacted], but were unsuccessful. A no contact letter was sent to [redacted]’s attention with our contact information. Nevertheless, per previous correspondence on 5/**/15, the account holder [redacted] advised there is no service issue. Should [redacted] reply to our letter, we’ll be glad to review his claims.

Review: as of January me and my boyfriend have been calling cablevision to get this issue resolved. when we come home and want to watch our tv shows either live or from dvr we can not because the screen has dots on it or the picture freezes or the box locks up.since April we have had 3 tech at the home for repairs and they just keep telling me that nothing is wrong but a simple connector end needed replacing and that night the issue is still their. every time either me or boy boyfriend takes off from work it cost us money. we are both tired of paying for services that do not work. the issue has been ongoing and now I have learned that multiple people have the same issues in this apt complex.Desired Settlement: I want the issue resolved. fix the main line coming in to complex. since this issue has been reported a lot of times I want a refund of half the cable tv services and full refund of the dvr and dvr plus services. this should back date to jan/feb and should continue till this is fixed. the service is horrible.

Business

Response:

[redacted] contacted [redacted] scheduling a call on 8/** and was able to identify the problem. We have had service calls at this address three times since April. They were 4/**, 7**, and 7/**. The service call on 4/** resulted in not seeing any issues and was verified thru the ROC. On the service issues on 7/** and 7/** it was identified as a ingress issue back feeding from house # [redacted] to be causing [redacted]'s service issue. During the [redacted] visit on 8/** the problem was identified and fixed. Post call on 8/** found [redacted]'s satisfaction that everything is working. A settlement of $100 was agreed and credit is in the process of being approved and applied.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

For the last few months we have had issues with our phone and cable and internet service. we have had a bunch of repair guys here to fix the issue. this has been going on since april. the tv picture freezes. the dvr does not work at times if it does the picture is pix-elated. the phone drops calls non stop. about a month and a half ago our issues was transferred to the [redacted]s of the field techs. the guy [redacted] has done his best to help us. he has tried numerous thing and nothing seems to be working. well last thursday night my boyfriend called because they shut off a few of our services. on demand did not work. he spoke with a lady who said it was due to a past balance. he told her to look on the acct cause they have been crediting out acct due to the unresolved issues. she spoke to a [redacted] who acted like we never paid a bill ever. she got nasty with my boyfriend and then in return he gave it back to her. he said to her that it was not worth dealing with it with her and that he would call the [redacted]. he hung up about 30 seconds later she called my cell asking to speak to him. I asked in regards to she told me it was with the mister she needed to talk to. so my boyfriend got on the phone and it went on till he said he was gonna contact the Revdex.com. he hung up and the next day I called and spoke to a [redacted] who was so sorry gave credit and said the other [redacted] would be written up. this has been a long process with no end in sight. please help us. fix my service and issue credit till it has been fixed for tv service with out us calling.

Business

Response:

Please see the updated closing information below for [redacted] (case# [redacted])

Review: I have had on going issues with internet service for approximately 5 months. I have made dozens of calls to cablevision to attempt to get resolution, with no success. They've sent out roughly 10-12 "technicians" who all do the same thing and then tell me that an "outside team" has to repair the issue. Over the course of the past 5 months, it has become part of my daily routine to call cablevision and express my disappointment and get resolution. Its irritating, unfair, and a hindrance to my business. I think it goes without saying that I want the issue resolved and don't feel as though I should be paying for service that hasn't been working.Desired Settlement: I would like the service that I pay for to be fully functional. I understand that with technology, there are inevitable issue that will occur. However, 5 months of ongoing service issues with no resolution is just unacceptable. I want it fixed and I would like not to have to pay for service that doesn't work.

Business

Response:

On 1/**/15, a [redacted] spoke to [redacted] and verified that all services are working. According to our records, from April 2014 through January 2015, we have completed ten service visits. Intermittent issues are among the most difficult to diagnose and repair. Due to the intermittent nature of the problem, our technicians were not always able to observe the problem; however, we responded promptly to every call. The customer has been provided direct contact information for Field Service if he experiences any additional issues.

Review: This company debited my account twice. Acct#[redacted]. This cost me over draft fees. I was credited $33.00 for the first charges as a coutsey. I advised the person there was more charges. He stated he would not be able to do anything without seeing a payment history from my bank. He stated, "I ask my customers I will work with them if they work with me.!" I found this offensive. I requested a supervisor. He advised he was one. I stated I would go to my bank get the information and fax it over. When I contacted the company back to get the fax number I was advised "We have done all that we are going to do and we will not be issuing me anymore credits wiithout documentation." I advised them that I was calling to get the fax number to send it to. They still insisted that they gave me all credits they would issue. I requested a supervisor and asked about the original supervisor. I was advised he was just a CS person. It took a long time of discussing it with them before they would get a supervisor on the phone. Finally I spoke to a [redacted] who advised me she was a supervisor and advised she was indeed a real one and gave me her fax info so I could fax the copies to her. I faxed the copies a day later. However, I get a bill in the mail for $455. No credits had been applied. When I contacted the company on 7/**/2013. I spoke to a [redacted] who advised me the supervisor stated I would need to fax the info again. I asked her did the other supervisor note the system. she stated no. She stated it appeared [redacted] attempted to enter a credit for $57. However, it went in as 57 cents. Then I asked why was her supervisor not getting on the phone with me? she stated well he said that you need to get us the information. I requested to speak to him at that time. A [redacted] got on the phone and advised me he was a supervisor and he asked what happened. I again told the story. He said he could not issue and credits because it appears that they were already issued. I advised him it has been over two months and I am still dealing with this. He requested I fax everything over again. I complained that this was unprofessional. I asked him if he was a supervisor, he stated he was a asst. supervisor (basically a lead rep). I requested to talk to a real supervisor. He went to speak to that person; who advised they would need to see the paperwork again or contact the other supervisor to get the info I already faxed. I advised him I would fax it again and then requested a complaints department number or executive relations number. He then transfered me to his supervisor instead of giving me the number or e-mail. I then spoke to [redacted] who advised she was a lead supervisor. I advised her I would fax the information. I also stated I would like the number or e-mail. First she stated that they did not have a number to give. Then she would transfer me. I advised her no. I would just like the number or e-mail. Then she said we are going to handle it her when you send the fax. I said are you denying me the number? At that time she requested I hold on and she would find it for me. She came back with it. I advised I would be contacting them. The first payment was for 157.02. I paid it over the phone. The automated system sent me to customer service. Customer service sent me to a female who took the payment of 157.02 again. After I asked her would it come out twice. She stated no. On the monday following I checked my account and found two debits for the same amount. I requested my bank return the amount. which they did. Then cablevision rerturned the $33 over draft fee. two days later their automated system took the money out again. 157.02. This caused two over draft payments of $33.00 a piece. I placed a stop payment on my account which cost $35. all totalling $101.00. I advised I was fine with the first credit of $33 but the next two were their fault again and needed to be paid as well as the stop payment.Desired Settlement: All I am requesting is a credit of $101 placed on my account and my services not be interrupted until after this is all settled.

Business

Response:

We have made several attempts to reach Mr.[redacted] to inform him a credit totaling $90.00 for overdraft fees has been applied to his account. An attempt to reach letter was sent on 7/**/2013 with direct contact information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This complaint is not resolved as of yet. We have yet to see the credit on our bill and also due to the fact that our bank has stopped them from cahsing, debting or withdrawing any amount from our account; a check was recently denied. There has really been no resolution to this. We need someone to contact us and go over exactly what is owed on our current bill. They have now disconnected our cable service and telephone service without warning or clearing this issue up. We need further assistance in getting this resolved.

Best,

Business

Response:

The account holder's account was credited a total of $90.00 to cover the overdraft fees the caller (who is not the account holder) incurred from his bank. The credit was applied on two seperate dates ($33.00 on 05/**/2013 and $57.00 on 07/**/2013). The caller is aware that we reviewed all of the calls concerning his issue with the payment, and there were some discrepancies found, which we will handle internally. We truly do apologize for the inconvenience. The caller was contacted and made aware of our findings. He was also informed that the account holder must call to update the account information and add him as an authorzied user on the account.

Review: On July [redacted] 2014 I woke up and turned on my computer at 8:55 I saw there was no internet connection . I checked my cable router and netgear box and seen the lights were all on. I checked my computer but my router was not showing on the list of available networks. I then called optimum aka cable vision. My first call was 3 minutes long. I was cut off. My second call at 8:58 lasted 16:59 minutes. I spoke with the automated service which had me unplugging and resetting the boxes which was frustrating and repeating the same thing over and over. No rep ever answered the phone . I called back at 9:16 this call lasted 19:59 minutes. I spoke with a representative who said her name [redacted] and she took my phone # said she would call me if I get disconnected she transferred me I stayed on hold forever no one picked up. 9:38 I was on hold for 2minutes 11 seconds. Finally at 9:54 I spoke to a live rep via call back. She handled my issue my computer was working. WHY DID IT TAKE AN HOUR TO RESOLVE MY ISSUE! THAT REP CALLED [redacted] WAS RUDE I ASKED FOR HER ID SHE SAID IT WAS DNE. SHE NEVER FOLLOW UP . THE LAST REP SAID THEY WERE FLOODED WITH CALLS. WHAT'S GOING ON THERE. I WANT REIMBURSEMENT FOR MY TIME AND INCONVENIENCE. I AM COMPLETELY DISSATISFIED WITH THEIR SERVICE AND WE HAVE NO OTHER OPTIONS HERE. OPTIMUM IS THE ONLY PROVIDER IN THIS NEIGHBORHOOD I FEEL LIKE A HOSTAGE TO THESE PEOPLE. HEELLLLP!Desired Settlement: I would like a refund for my lost of service. I pay a lot for poor programming, customer service , and frequent power outage and never get any thing. This big company have the poor people under pressure. I need WIFI service to operate most gadgets. That alone cost 50.00. Then the programming are repeat shows . Basic television ls 40.00. Don't forget about hidden charges sports channel I don't want but it's mandatory I'm told. FCC charges. My bill is $ 131.12 it seem like they give you a discount then add it in with the other charges. Everyone I know complains about cable vision.

Business

Response:

On 7/**/14, Cablevision spoke with the customer regarding receipt of her complaint. She confirmed that her service issue was resolved yesterday and the services are still working with no further issues. Cablevision apologized for the poor experience and advised she had called in when we were experiencing high call volume and that a credit would be entered for the inconvenience and temporary service loss. The customer requested that a letter be sent confirming the credit and her current balance, which was mailed out today, 7/**/14. The customer appreciated the follow up and did not require further assistance.

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Description: CABLE NETWORKING

Address: PO Box 371378, Pittsburgh, Pennsylvania, United States, 15250

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