Cablevision Systems Corporation

Review: Because I internet box is not working on Saturday October **, 2014 I contacted Optimum and s/w a representative who tried to trouble shoot my box by sending signals and having me unplug my box. Since this did not work the representative stated he will send someone to my home that evening to replace my box between 5-8 pm. After waiting about 7:15 pm the representative stated he was unable to send someone to my home because they did not have enough manpower and to schedule another time. I informed him this was the only day that I have because I started school in the evenings from 6-10 Tuesday thru Friday so it had to be either today or Monday. He proceed to tell me that if I was unable to be home then I could just stop my the [redacted] office and just exchange boxes. I called again today and s/w [redacted] and told [redacted] to reschedule my appointment for tomorrow because my neighbor will exchange my box. But [redacted] stated that now someone needs to be in my home. I was not told this one Saturday. I was told that I could leave it with my neighbor. Now I am getting a second response for the same problem. Everytime I call I am getting a different answer for the same issue. Cablevision failed to keep my appointment after I told the representative how important it was that I received the box before I started school since my schedule was changing and would not be available until the following Saturday. He assured me it would not be a problem. Well now it is a problem since they did not follow-through. I am in need of this cable box. Please help!!!!!!!Desired Settlement: I need my box ASAP before I fall behind on my work assignments....

Business

Response:

Upon receipt of the complaint we reached out to the customer to immediately address her concerns. We expedited a service call for the first appointment the next day to solve the service issues she was having, and a credit was issued for the problems. After the appointment we are able to connect to her equipment from our office, therefore her service should be working. Nevertheless, we have attempted to contact the customer to further verify satisfaction, but have been unsuccessful in reaching her. A no contact

letter was sent with our contact information advising to reach out if the customer has any further issues.

Review: PROPERTY DAMAGE TECH DRILLED HOLE AND DAMAGE SIDING REQUEST WAS DENIED BECAUSE TECH DID NOT DAMAGE PROPERTYDesired Settlement: REPAIR

Business

Response:

On 9/*/14, [redacted] contacted Customer Service to report damage done during installation. Field Service completed a survey and it was determined that although the technician who installed the service on 9/* did cause damage, there was also previous damage to the home’s siding that we would not be responsible for. It was also determined that [redacted] is not the properly owner, therefore; the [redacted] has been in contact with [redacted] ([redacted]) to resolve the complaint. On 9/**/14, the [redacted] contacted [redacted] to advise that we are working with the property

owner to ensure that the repair is resolved to their satisfaction and thanked her for her involvement.

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]

The supervisor has made contact with [redacted], but the damage has not been repaired or looked at. I received a call from the corporate office in responds to my complaint waiting resolution.

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

Sincerely,

Business

Response:

The siding repair was completed 10/** and both [redacted] and [redacted] were informed.

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 as far as the property damage.

Sincerely,

Review: I have had ongoing service issues involving cable both live tv and dvr recordings and internet issues since March **, 2013. I have tried and tried to work with this company as they tried to repair the issues. Finally the problem became so bad that an [redacted] named [redacted] became involved this was in March 2014 a year later. After doing some testing and replacement of equipment outside my home, [redacted] requested I contact [redacted] to replace some things making the equipment hot which I did. I left [redacted] a message right away advising him [redacted] said someone who be out within 48 hours. After 3 weeks I finally here back from [redacted] apologizing for not calling me sooner he was dealing with a family matter. He also informed me he would have someone check and see if [redacted] was out and that someone would follow up because he had some test done and could see there was still some issue with the signal levels going to my home. That follow up never happened. On 7/**/14 my service went out yet again late at night and I called in to request a [redacted] and explained to them the history of the problems I have had with my service and request for them to contact [redacted]'s [redacted] and have him or her call me. It is now a month later and I never received the call. Yesterday 8/**/14 I called in again because my internet yet again goes completely out. I requested a [redacted] went over everything again and this time requested who ever was above [redacted]'s [redacted] to have them get on the phone with me and I did not want a call back since its going a month I'm still waiting for [redacted]'s [redacted] to call me and 4 months I'm waiting for [redacted]'s follow up call to me. The [redacted] refused said she could only send an email requesting the call so I asked to be transferred so I can disconnect my services. After being argued with about not waiting for the call back I finally got an appointment to cancel my services and have the equipment picked up. Also, the it [redacted] I was speaking to yesterday emails [redacted] advising him I am requesting for him to call me. I explained to this [redacted] over and over again for a major part of my call with her I DID NOT want [redacted] to ever contact me at this point yet that is exactly who contacts me. This company is truly the worst in customer service. Now for the year and a half of very poor tv service and barely reliable internet service I have only received credit equal to 1 month of dvr service, and 2 months of internet service. My home security and home surveillance do not work if my internet is down sometime this summer I had someone graffiti on my property and yet was not able to get the recording due to my internet service being down that day and not able to put the recording on the server. I have other services being effected that I am still responsible for their cost due to the service issues not being with that company but my cable company. I have explained this over and over to them. I have explained to them repeatedly how there were times I was not able to watch the programs I recorded that I had to delete them without watching it. Basically due to working and having a toddler not really watching programs I enjoy since I record everything to watch when I have the time.Desired Settlement: I want proper credit given to me for having a year and half of extremely poor service. I already have an appointment to disconnect service on August **, 2014. But I feel due to never having the service I was paying for a proper refund is due to me not 2 months of internet and 1 month of dvr especially by their own admission I have had bad signal levels to my home which I complained about since day 1 and also was originally suppose to be installed March **, 2013 but couldnt due to the tech stating there was a signal issue and soneone had to rerun the lines during the day light hours so my install was postponed til the next day

Business

Response:

Cablevision contacted the customer and an appointment was

scheduled with the customer on 8/**/2014; however, the customer was not home at

the agreed upon day and time. Amperage was found on the lines and forwarded to

[redacted] and this information was left in a voicemail message to the customer.

Cablevision’s Field Service department has made multiple attempts to contact

the customer but no calls have been returned. Field Service will continue to

reach out to the customer in an attempt to resolve the customer's 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]

On the date mentioned I spoke with another [redacted] and explained the entire situation to him from the beginning. I explained to him after a different [redacted] named [redacted] came to my home with a few technicians and [redacted] requested I contact [redacted] to fix the same issue they are mentioning in their response. [redacted] also stated they had fix some issues coming from the pole and once [redacted] came out they could fix the remaining equipment issues. At that time [redacted] was called and they came out a couple days later and addressed any issues. [redacted] was advised by me that [redacted] had been out. During that conversation [redacted] advised me he would have another team come out which never happened and this was back in April. On August ** when I spoke to the other [redacted] after hearing the whole story he wanted to come to my home and do another walk through. I explained to him this has been done several times and that it was already established to be an outside issue. Since he explained to me both a technician to survey the inside of my home along with a team from the plant department to check the equipment and lines at the pole would be coming; I agreed to proceed with the appointment. Later that day I was contacted by dispatch to advise when to expect the technician and I inquired about the plant technicians and was told those technicians would not be sent as I was promised unless they determine it is need in which case another appointment would be set up. Cablevision has broken enough promises on how they will handle the ongoing problems so I advised the dispatcher not to waste my time and send the tech. The tech was sent anyway but again it was a tech to only look that the wires in my home so he was refused at the door. Cablevision is consistently blaming the issues on [redacted] however I have had fios installed which works off the same [redacted] equipment as cablevision and have had not one single issue. At this point as mentioned I have dealt with service issues since installed with cablevision back on March **, 2013 that I had to repeatedly contact the company to attempt to resolve with the service getting worse as time went on. I was patient enough with them while waiting for a resolution and never being properly credited on my bill for the service constantly failing. I have cancelled service and want the credit I am entitled to. I paid for service I was not getting every month and on top of that due to the internet consistently going out though out the day other services I pay for were not able to properly work.

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

Sincerely,

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]

I did speak with a woman from Cablevision and I was able to explain my desired outcome. She informed me she was going to send the file to be reviewed by the same managers that were handling the case. However, I do not want this to be considered as resolved until Cablevision has gotten back to me with their decision. The woman is sending the case to be reviewed by the very same managers who failed to follow up with me for several months even though they were fully aware the problems were still ongoing. Please do not close this case within the Revdex.com as no resolution that is satisfactory to me has been made. Thank you.

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

Sincerely,

Business

Response:

Cablevision has made numerous attempts to contact the

customer by phone and has provided contact information on the customer’s

voicemail. A no contact letter was sent on 10/*/2014 via Federal Express

to the customer. The customer has received a total of

$260.65 credit from 5/*/13 to 9/*/14, the date the customer disconnected the

account. The Field Service Area [redacted] assigned to this case stated

that since the day the complaint was filed by the customer (8/**/2014) with the

Revdex.com the customer has not allowed his technicians into the

home to repair any issues and the customer has not returned his calls. Cablevision

is unable to justify any further credit for the customer.

Review: To whom it may concern:

I have been a member of cable vision service for ever. However, I have been on my own account for 10 years now and have had issues from almost day 1.

However, I am contacting you about an internet issue that has been going on for at least five years now. My internet is not consistent. However when you reset it, the signal does get stronger so whenever the techs check it they get a fine result. I have had techs out to my house almost every summer. They change a little but always comes back to the same issues. I have repeatedly told them that I believe it to be the amount of signal they are sending and that it is probably split too much. Unfortunately that problem is only fixed with an wiring overhaul which they have been avoiding.

Recently one of the techs noticed that there was a wire being squashed by a root. He said that other techs would be back with in 24-48 hours to fix it because it would take digging. I went out after the repair and came back to my internet router blinking. I reset the modem but also called to report the problem, but they said that the work order was closed. They explained that it meant that it was completed. I knew there was no way they could have done anything and there was no marks in the ground from digging.

So I wasted another day waiting around for the guy, not to mention the multiple hours of the fix I had to be present for and the time spent on the phone repeating what the problem was.

This brings me to another issue. I constantly have to call them for this problem and I have to go through almost 10 minutes of menus to only get a computer who wants me to go through the auto check.

I don’t have time to keep wasting with this.

I noticed that the “repair” wasn’t fixed so I called again and had a tech come out two weeks ago to get the original repair done. He made some adjustments but did not put in the repair again. I had more problems and had to call customer service once again. I was extremely irate by this point because they should have done the repair initially when they said they would. However, I had to call again and they wanted me to be around. I have a life and work. I don’t have time to constantly be on the phone and then be around for hours on end waiting for them to repair something that should have been done a long time ago. And on top of this they told me that someone would call me to set up an appointment this week, and they didn’t. But when I called today, they set up an appointment for this sunday. I never set this up.

The only give back was $9 and the agent that did this said that they need to evaluate the problem and if they determine the root to be the problem they would refund me the internet service to that time.

I have received subpar service for years now. Just because I was able to use it minimally, doesn’t necessitate the problem being resolved. Optimum online advertises the fastest internet. It hasn’t been and the customer service has been cumbersome and annoying. I feel I have to go over and over again to only reach the same conclusion.

My resolution is to have a large refund from the service I have not been receiving along with the time I have been wasting trying to get customer service to fix this issue. And if you can look at Optimums records, you will see I called in with this issue at least once a year.

I look forward to having this problem rectified asap.

[redacted]Desired Settlement: Refund a large amount that I have paid because I have been complaining about this problem for many years and the real problem (although expensive) was never done.

Also, I would like this repaired properly so there are no further issues.

Business

Response:

The customers underground line has been replaced and the house wiring updated. [redacted] offered the customer $149.00 credit for his inconvenience and a 7 day monitor was placed

on the account per the customers request. The customer was satisfied.

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:

First, I do want to explain that Optimum has been working with me to get the technical problem fixed. It is still being worked on and the problem is being assessed. However, although I know I deserve a refund and the amount is a couple of months, it does not substantiate what the entire issue is, nor gives the realization that this was the problem the whole time.

This was a bigger issue than any of the techs gave attention to. I repeatedly explained year after year that there is a bigger problem, but they just pawned it off on something I was doing and/or the techs fixing the connections. After calling year after year, I explained that it needs more attention. However I do not believe attention was given. As for a service refund, the Optimum system is supposedly not allowing for more of a refund because the last service call until now is only three months. Totally negating that the problem existed prior to the call and I called when noticed the problem was even worse and had the time for someone to come out.

This is where I am even more dissatisfied. I have spent hours upon hours waiting around for techs and on hold with optimum. Not to mention that anytime I needed to call for technical service, I had to be on a cell phone because to go forward they needed to do the automated check and reset my modem. This was not the issue and resetting my modem, resets some of the issue. The problem is that this repeatedly happens. I shouldn't have to reset my modem daily. I have spent so much time fixing a problem that Optimum should have assessed correctly. I have given them an enormous amount of time to fix the issue and give it the time and attention it deserves.

I feel that a better compensation package needs to be put together to make me satisfied. I concede the fact that this was not a simple issue to find and fix. However when a customer has said they called the previous summer, and the previous summer, more attention should be given. What broke the camels back was that I finally had a tech come out who gave it some more attention and recommended a fix. And I was told that the job was done and closed when nothing was done. And this was a digging job where services would have had to come out to mark their underground systems. Meaning it would not be done immediately and when I called about 6 hours later and they saw the work order closed, this should have rose a red flag and attention should have been given. It wasn't. This is almost unforgivable.

My time is worth a lot. For me to get on the phone, explain my whole issue over and over, is not easy. Every time I spoke to a new person I had to explain the whole issue. Even after this issue was brought to the Revdex.com, a tech still showed up with no knowledge of the problem.

I honestly feel that Optimum knows they have a monopoly in this area and does not care enough about true customer service because of lack of options. To offer me only three months refund is almost an insult. I have spent countless hours on this problem. Its not just my contact time with Optimum techs, its time on the phone, time diagnosing myself, time having to reset my system so I can use it at home. This is not a standard problem and I feel they are just giving the text book offer. I have been a customer for a long time and deserve a better response. I have also been patient and willing to help optimum find the problem and fix because I believe its not only my problem.

Lastly, I am not satisfied because the problem is totally done being fixed and/or assessed. I agree that Alan has been helpful towards moving towards a resolution, but we're not there yet.

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

Sincerely,

Business

Response:

The customer was called multiple times after his 7/**/14 rebuttal and has not returned any calls. On 7/**/14, a letter was mailed to the customer's attention for return contact to the Field Service team.

Consumer

Response:

At this time, I have been contacted directly by Cablevision Systems Corporation regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

Cablevision contacted me and left voicemail to call them back. No where in there message is anything about resolving the situation. I called them back. No pickup, and left voicemail.

I have repeatedly told them that they are handling this issue as a generic issue and there is more to it. And regardless of the problem, the refund they gave me was almost an insult. For the amount of lost time on the phone and or waiting at home for them to fix this issue, I should have been issued a more respectful refund.

There have also been some responses that have been extremely unprofessional. Cablevision set up appointments without me knowing. And followed through with sending someone over without my permission. On top of this many of the techs arrived with no knowledge of the situation. This made me have to once again repeat the issue. They had to go through their protocols, and once again waste my time.

One of the last techs that were a somewhat positive experience was when we elected to do a 7 day test. They tested and after the test was over they sent techs. (Once again without me originally approving and making me have to call them to reschedule) I told them that through all of this I deserve a larger refund (however nothing the techs could do at the time) and to try to upgrade me to the next level of internet. They were claiming that it is a bandwidth issue. I might agree but I am not doing anything that should cripple the FASTEST INTERNET IN THE NATION. But figured its worth a shot to test another variable. However, this has not been done nor responded to.

Since, I have only received generic calls from different people and feel it is only to the fact that this Revdex.com correspondence is still going on. It does not seem like cablevision wants to make good by a loyal customer. They are only going through their to do list and because they are having trouble finding the problem in their to do list they just keep starting over, rather than doing more work to fix it. And at a minimum, I shouldn't have to pay for the service or the full service during this time nor the all the time ive been dealing with it.

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

Sincerely,

Review: On June [redacted] at 2:30 pm I spoke to a person named [redacted] in account retention for cablevision. I was planning on canceling my service at the time so I was connected to her and she presented me with a new offer. She quote me a price of $94.95 for the triple play preferred package. I reviewed the cost with her several times during our time on the phone and she reiterated over and over that the price would be $94.95 for all 3 services (triple play). I received my first bill and behold they are charing me $109.85 for the service. I immediately called optimum on Tuesday June [redacted] and was told that there was nothing they could do. I did not stop there and demanded to speak to [redacted]. Once I got to the [redacted] they told me that all conversations are recorders and they would "pull" the call to see if she ([redacted]) did in fact quote me a price of $94.95, which I was glad to hear because I know they would hear it for themselves and honor the price she gave me. The [redacted] told me it would take 72 hours to do this. I waited the 3 days and called back when no one contacted me on Friday June [redacted]. I was told that the notes in the computer said it had not been pulled yet and no [redacted] responded to the request. I was told they would put in another request and I should wait. I called again on Monday June [redacted]. I was told it still hadn't been pulled by a [redacted] At that point I demanded to speak to a higher [redacted]. They put me in touch with a gentleman who said he would personally handle my case and have the phone conversation pulled. His phone number is ###-###-####, he gave it to me so I could work with him directly. After he never got back to me I called again on Wednesday July * and got his voice mail. I left him a message and he called back to tell me it still wasn't pulled. I called again today and left another message with no call back. It has now been 10 days with no resolution when I was told that it would take only 72 hours to pull a recorded phone conversation. The phone conversation will clearly show I was the victim of a bait and switch price scam.Desired Settlement: I would like them to honor the price I was given $94.95 for the preferred triple play.

Review: I've had Cablevision, optimum for over three years and had numerous problems with the Multi-Room DVR I pay for three boxes. From July **,2013- July **,2014. I've had daily problems

with recording shows and playing them back. I've recorded shows that are not the show listed, I can not fast forward without being sent back to the blue screen. Or I get a message

the video is unavailable at this time and to try back later. Or when I pause the show for more than a few minutes I'm brought back to the beginning of the show on the blue screen.

I have called at least 30 times over the year, had service come out and check the lines, replace the connections to the lines, re bout the box many many times and still have problems.

The CS Department knows that they have problems with their DVR service and keep telling me they are working on it. How can they charge for a service that has so many issues.

I know I'm not the only person with these problems.Desired Settlement: I like a refund of the charges for the service I did not receive.

Business

Response:

Field Service spoke with the customer on 7/*/14 and completed a service appointment on 7/**/14. A Cablevision Field Service [redacted] spoke with the customer on 7/**/14, at which time she was advised that our engineers are currently working to resolve an issue she is experiencing with her MR DVR fast forward/rewind feature. The customer accepted

a $78 credit for issues experienced with the MR DVR service.

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]

Yes, they did send out repair men and replaced the connections to the cable boxes, 15 minutes after they left I had the same problems with the fast forward not working and

and going back to the blue screen having to start the recording again. Not only did they not fix the problem, they told me it would not be fixed until September, it is July.

Again I've had these same problems with the DVR since I started with Cablevision. They have credited me $78 dollars...for many problems I've had for over a year...paying

almost $40 a month for this DVR that can just playback...no fast forward, rewind, pause without issues. Sorry, I'm tired of paying for a service that I'm not receiving.

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

Sincerely,

Business

Response:

The customer has been issued credits totaling <$139.00> between 5/**/14 and 7/**/14. The customer was advised on 7/**/14 by Field Service and on 7/**/14 by a Corporate Executive Customer Relations [redacted] that a fix has been identified to alleviate the MR-DVR fast forward-rewind feature and should be completed by September 2014. On 7/**/14, the customer was provided with the option of removing the MR-DVR service and said she would discuss the option with other members of her household. Additional phone contacts were unsuccessful; a no contact letter was

mailed on 8/*/14.

Review: I had received basic CABLE from Optimum ( Parent company is Cablevision, [redacted]) through a bulk account provided by my apartment complex. This CABLE service was provided for free as part of the apartment rental. I had previously used Optimum as my INTERNET service provider and had this INTERNET account transferred from my previous address. Optimum then co-mingled the two separate accounts and at one point the INTERNET service was interrupted for a single late payment. However, my CABLE service was also shut off even though Optimum/Cablevision continued to be paid for (by my apartment complex) providing this service. In February 2013 I cancelled the INTERNET service and paid the amount past due with an agreement from Optimum that I would be given a credit for the CABLE service interruption. This agreement was not honored and after several attempts and hours spent on the phone with Optimum customer service representatives, I reversed the charge on my payment transaction. This charge reversal was approved by [redacted] on the grounds of payment for services not provided. I live in an apartment complex in [redacted]. Through the bulk account Optimum/Cablevision has with the apartment complex, basic CABLE is to be provided free of charge to all tenants of this apartment community. Optimum/Cablevision has interrupted, blocked and shut off my CABLE service for 13 of the last 16 months even though they are under contract and are receiving payment from my apartment complex for providing this service. As I previously mentioned, Optimum has co-mingled my INTERNET account with the apartment CABLE bulk account and are using intimidation to force payment of disputed amount due, plus accumulating late fees and charges. I have been charged over $200 for still being in possession of the cable box, which through the apartment bulk account is mine to use free of charge through the end of May 2014. These unfair charges and fees have had an undeserved adverse effect on my credit report which is completely unacceptable and unnecessary.Desired Settlement: As a result of Optimum/Cablevision's completely unacceptable business practices and poor customer service, I am requesting a full credit to my current account (the one month of internet service and interest and late/service fees) and the immediate reinstatement of my cable service, retroactive for the thirteen "free" months of CABLE service for which Optimum/Cablevision has been paid for a service which has not provided. In summary, I am requesting for my INTERNET account to be wiped clean with no amount due, for my CABLE to be turned back on with no fee AND for the fee on the cable box to be waived due to my extended inconvenience.

Business

Response:

Customer is requesting a full credit to his account for all past due payments, thirteen months of television service at no charge and waive all installation and equipment charges.

Customer is aware the past due balance of $58.58 on the account was for Internet services provided and late fees incurred on that balance, not for cable television services. On 6/*/2014 customer was advised to pay the $58.58 balance on the account to restart cable television service and Cablevision would waive the normal restart service fee of $39.95. Customer was made aware that free cable boxes were not included in the agreement between Cablevision and the apartment complex and customer would be charged for the box each month. Charges for unreturned equipment would be removed from the account when the service was restarted.

Customer appeared open to the resolution above, but stated they would need to check with their apartment complex regarding the agreement for free television service from Cablevision. Customer stated he would contact Corporate Customer Relations representative at a later date.

On 6/*/2014 customer stated they had contacted their apartment complex office and were informed the free cable television offer was only for two years and will expire soon. Customer is no longer satisfied with the previous offer for resolution and is requesting a year of free cable because he was not able to make use of the service when the account was disconnected for non-payment of the past due balance.

Research is ongoing to reach an acceptable resolution with 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:

Please see below for the email that I sent to Cablevision yesterday. This will serve as a full explanation as to why my complaint has not been resolved and clearly states the conditions required in order to resolve this issue.

Current address

Phone: XXX XXX XXXX

June *, 2014

Dear [redacted],

I

am sending this email to you regarding an issue that I have been

battling with for quite some time now, in hopes that you can help

execute a final resolution.

I initially opened my Optimum

account with internet service in March of 2012 at an address in [redacted]

[redacted] I moved in May 2012 to my current apartment in [redacted]

(address above). One of the main reasons that I moved into the

apartment in [redacted] was due to the fact that cable was included in

the monthly rent. Upon moving, in May 2012, I transferred my Optimum

internet service to the [redacted] apartment and the cable was active as

per the apartment rental agreement. The two accounts (my personal

internet account and the apartment complexes bulk cable account) were

then co-mingled even though payment for internet was being paid by me

and the cable service was being paid through my apartment complex's bulk

account.

In January 2013 my CABLE and internet were shut off due

to a past due amount of $29.95 on a late INTERNET bill. In February

2013 I cancelled the internet and paid the past due amount with the

understanding (from a Optimum customer service representative) that I

would receive a credit for one week of the cable service which was shut

off unnecessarily. Optimum did NOT issue the credit (as promised) for

the cable service interruption so I reversed the charges on the internet

past due payment. My bank, [redacted] approved this charge reversal

on the grounds of payment for services not provided. My cable was not

turned back on even though I was paying for it through my monthly rent

checks to my apartment complex.

My cable was turned on at the

end of June 2013 after I spoke with an [redacted] (who manages the

bulk accounts) and he agreed to waive the $29.95 late fee due to my

inconvenience of not having cable, turned my cable back on and

supposedly brought the account back to a zero balance. This did not

happen.

Then I received a bill in July for the $29.95 late fee

which Optimum did not waive. I called and filed a complaint with

Optimum and received a very nasty message from an Optimum representative

that they were now not going to waive the fee and they shut my cable

off again in September of 2013.

My cable has been shut off since

September 2013 and has been off since then, that is a total of 16 months

of cable service that I have been paying for through my monthly rent

checks and have not received cable services.

I have made

numerous phone calls over the last ten months each time getting no

results. I then found out that Optimum sent my account to collections

and this unresolved issue has now affected my credit score. I have been

trying to get this issue resolved, but all of the customer service

representatives at Optimum that I have spoken to have proved to be

extremely unhelpful. I then decided to reach out to the RevDex.com in hopes that I could get some assistance in resolving this

matter.

I contacted [redacted] in Corporate Executive Customer

Relations in early May 2014 and discussed the issue. She said that she

would need to look into it and do some research, and that she would call

me on Sunday, June * between 8am - 4pm, well over two weeks from my

initial call. I made myself available all day on June [redacted] in hopes that

we could speak and come to a resolution, thinking that over two weeks

is adequate time for research to be completed. [redacted] did not keep

our appointment and she never called. I reached out again on Monday,

June * and [redacted] had no update for me. Completely annoyed at this

point, I asked to speak to her [redacted], [redacted]. After many hours of

phone calls with [redacted] I thought we had come to a reasonable solution,

that I would pay the over due amount on the bill ($58.58 - which

consists of the $29.95 late internet bill plus fees and late charges),

my cable would be turned on this Saturday (today) with the $39.99

restart fee waived, my account would be credited for the equipment that I

still have, and a letter would be sent to the collections agency to

release my account and clear my record. I was told that I would have

free cable and only have to pay $6.95/month for the cable box. This

sounded fair to me EXCEPT that I just received a notice from my

apartment complex that free cable in no longer going to be offered to

the tenants effective June [redacted] 2014 due to difficulties (numerous

complaints from tenants) with Optimum.

I was entitled to FREE

cable with my rental agreement for the last two years (for which I was

paying for monthly through my rent checks) and I only received a total

ten months. I am owed 14 months of cable service. I am open to discuss

one of two options:

1) a check made out to me for 14 months of

cable service that I did not receive, which is owed to me, since I have

already paid for it through my monthly rent checks (at which point I

will return the equipment that I still have )

OR

2) 14

months of cable service free of charge to my current apartment with the

option to transfer to another address if I decide to relocate.

This

entire situation is completely unacceptable and intolerable. I have

been beyond patient with your company, but now I have lost my patience

and would like to be compensated for what is owed to me. Again, this

cable service is owed to me since Optimum cancelled my cable service for

no reason when I was paying for it through my monthly rental checks. I

believe I am entitled to this service and I would appreciate you

honoring one of the two above mentioned options immediately.

This

entire situation is completely unnecessary and has caused major

inconveniences, not only was I without cable for 14 months that I was

paying for, but also how this issue has now caused financial problems

regarding my credit score due to the collections company that your

company has contacted. Once this issue is resolved and my account is

straightened out I will gladly drop the claim that I have with the

Revdex.com. Again, I would like to resolve this issue and

move forward as this has gone on long enough.

I look forward to your reply.

[Your Answer Here]

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

Consumer

Response:

At this time, I have been contacted directly by Cablevision Systems Corporation regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

Cable vision representatives claim they are still doing research on amount of credit to be issued. Was told I would get a response last week but I received no such response. Cable vision is clearly dragging their feat in response to my complaint. A satisfactory resolution has definitely not been reached at this time.

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

Sincerely,

Business

Response:

After a full review of the customer's account from 5/**/2012 to 9/**/2013 a credit was applied to the account for 10 months and 21 days of television service. The customer has accepted this credit and is satisfied with the credit amount. The customer has requested and Cablevision has agreed to contact the Collections Agency to have the customer removed from collections.

Review: Many issues: 1) They sent me $450 in bills when I moved to cover one month of service when it is normally $120.33 with not rate change or install fee; 2) the DVR doesn't record shows randomly and they couldn't fix nor did they credit me; 3) they were supposed to port my number when moving and they did not; 4) they were supposed to install the phone line at my new address but the order was messed up and the install person said I had to file a change of service; 5) I have spent over 5 hours on the phone with them trying to resolve all issues; 6) they shut off autopay; 7) they were promised a credit of one month due to issues but didn't show up on billDesired Settlement: Refund all bills because of promised credit. Setup autopay to charge me $120.33 per month as agreed upon and has been for the past year.

Business

Response:

On 1/*/14 [redacted] was contacted in regards to his recent complaint filed with the Revdex.com. [redacted] advised that he did not want to discuss anything further regarding his recent experience. He stated that unless Optimum was willing to zero out his current balance he will continue to air his grievances with Optimum via various news and social media outlets. [redacted] acknowledged that his issue had been resolved, however was unhappy with the amount of time and frustration he had resolving his issue. [redacted] was advised that his request for a credit zeroing his balance would be escalated. After reviewing [redacted]'s previous calls with Customer Service on 12/**/13, it was found that [redacted] was offered and agreed to a credit in the amount of $130.20 for his poor experience. At this time no further credit will be applied to the account. Follow-up attempts made to [redacted] between 1/*/13 and 1/**/13 were unsuccessful. A follow up letter was mailed to [redacted]'s address advising him of the credit already applied and the denial of any further credit for this escalation. [redacted] was provided our direct contact information if he has any further questions.

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 had service interruptions and my bill is wrong. It continues to be wrong. They claim they credited me back for a month but they did not. They accidentally charged me rather than credited me back for a month and then credited back one month to remove that additional charge but never applied the original intended credit. Despite my complaints I have received only one call and no response to my return calls. The service is TERRIBLE!!! $200 credit to compensate for the now 15 hours I have spent attempting to resolve this issue.

?????

?

Business

Response:

Additional follow-up attempts were made up until 02/**/2014 to reach Mr. [redacted] in response to his rebuttal complaint. Messages were left with Sales Supports contact information and another No Contact Letter was mailed 2/**/14 (please see attachment).

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:

Per my discussion with [redacted] at Cablevision, my last payment on my bill paid for my service through the end of November. According to [redacted] I was previously being charged $120.33 per month. According to [redacted] I was given a $130 credit. My new bill according to [redacted] is $271.48 for service through the end of February. I was told by Cablevision when I move my bill will not go up and there are no transfer fees--they even advertise that on TV. The math does not add up. I explained this to [redacted] but he still did not agree. [redacted] told me they will end stop my service and send this to collections which will negatively affect my credit rating. Cablevision is bullying me into paying a bill and future bills that are wrong. Here is the math:

3 months of service X $120.33 - $130 credit = $230.99 not $271.48

additionally charging me $125.69 per month is greater than my old bill of $120.33

Cablevision is a monopoly, they waste peoples' time and overcharge people and provide poor service and fail to resolve issues. The threaten you with cancellation notices and affecting your credit rating. I paid my remaining balance with them because I am just an individual who will need a mortgage in the future and can't end up without a mortgage because Cablevision lied to a credit company.

Now that my balance is zero, I want to tell the world about how bad Cablevision is and why you should avoid them. Please post this on Revdex.com.org. This is the first of many posts I will make about Cablevision, all of them will be true and factual in nature.

P.S.

I just signed up for [redacted] and got two more friends to do the same.

Sincerely,

Review: Good afternoon -

I am writing in regards to my Cablevision Triple Play Promotion that ended on 11/**/13. Since my promotion ended, I have been very disappointed with Optimum's product and level of customer service. I called at the end of November to switch into a new promotion that was supposed to raise my bill $10 with the same level of service. However, this was not the case and my bill went up to $210. I called and they fixed it to a more reasonable level of $174. However, unaware to me, they switched my internet from Ultra 101 to Ultra 50. I work in broadcast media and am required to send large audio and video files which made Ultra 101 very helpful. When I called to switch back to Ultra 101, I was told my new bill would be $228.00. I spoke with multiple representatives and everyone had a different reason or story for why Ultra 101 was so much more expensive. Earlier today I spoke with a gentleman at Cablevision that explained to me I had Ultra 101 at a "grandfathered" rate of $14.95 per month but someone in "retention" at Cablevision removed the rate when I was switched into a new Triple Play Promotion. They will not put me back in the grandfathered rate of 14.95, but now want to charge me the full price of $55.00. This was never explained to me when they switched me into a new promotion. I find it not fair that I lost the "grandfathered" rate when I did not authorize it to be changed and I was not made aware of the change.Desired Settlement: I would like to be set up again with Ultra 101 at the "grandfathered" rate of $14.95 a month.

Business

Response:

On 1/**/14 [redacted] was contacted to discuss his recent complaint with the Sales department. [redacted] was advised that in reviewing the call on 11/**/13, we found that [redacted] was aware that the new promotion being offered required the removal of the Ultra 101 speed. However the representative on 12/**/13 failed to advise him of the change. As a courtesy we placed the Ultra 101 back onto the account and offered 3 $25.00 credits. This amount equaled the difference between the old promotion (Ultra 50) and the new offer with Ultra 101.

Review: I was told when I called in a few weeks ago when a triple play promo came available (including for new customers) around the holidays I could be signed up to disregard getting service with a competitorDesired Settlement: I want triple play at 89.99 as new customer or candling service to go with another provider

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,

Business

Response:

Mr. [redacted] was contacted on 11/**/13 and was informed that his calls were reviewed and it was confirmed that he was never advised that he would be eligible for a Triple Play promotion. Mr. [redacted] was told that he could call back to see if the promotion is available but also advised that there is no guarantee. Mr. [redacted] understood and was advised that he does not qualify for the Triple Play promotion. It was also explained that the $89.95 price point he is looking for is before equipment, Premium channels, taxes, and fees. Mr. [redacted] was advised that he is currently taking advantage of a double play promotion, a $15 Multi Product discount, and free Ultra 50 services. Mr. [redacted] states he will keep his services active for now and will call back if he would like to disconnect. Mr. [redacted] was provided with Sales Supports contact information for future use.

Review: Multiple unsolicited phone calls every day (at least 4/day in the last week) offering cable & telephone service. Having no television and absolutely no interest in a landline, I have asked multiple times for them to to stop calling & offering the services. Have received numerous flyers on my front door. The time I was home and talked to the Optimum/Charter representative, he said he would code me as an '18' indicating not to contact me.Desired Settlement: I would like them to stop calling me.

Consumer

Response:

At this time, I have been contacted directly by Cablevision Systems Corporation regarding complaint ID [redacted], however my complaint has NOT been resolved because:

I was told that my phone number had been removed from all telemarketing/soliciting lists, but that it was possible that it could take up to 45 days before I would actually stop receiving calls. As of October, I hadn't receiving anymore phone calls, but I'm not going to be real confident that the issue has been resolved for at least another month without any phone calls.

Sincerely,

Review: I noticed a debit on my account in the amount of 418.99 . I knew I didn't authorize a payment at all. I called customer service and they told me I signed up for automatic payment. Which was not the case as my service was interrupted and I couldn't afford to pay. I said I didn't authorize and their response was the could give me back half because I had a past due amount. They then said call your bankDesired Settlement: Refund of full amount

Business

Response:

On 08/**/14, CECR advised [redacted] that on 08/**/14, a payment of $418.99 was made via the Optimum.net website using her “[redacted]” Optimum Id. Furthermore, CECR advised [redacted] that on 08/**/14, a refund for the full payment of $418.99 was processed to her credit card. On 08/**/14, the [redacted]’s equipment was returned to the Optimum store and a disconnection of the account was requested.

Review: I have been a costumer of Optimum for at least 3 or 4 yrs. I have kept statements since 6/**/12. I joined them because they are the only cable provider in my zone. At that time, my bill started at $102.40 which included internet, phone and cable. As time passed on, I noticed little by little my bill increased higher every six months. I asked about lowering my monthly statement because of advertisements I have seen online, on tv commercials or letters in the mail. As a result, my plan changed to have less tv channels available and they offered a basic plan at a price that cost me $90.47 by 7/**/13 that I only kept for two months. So instead of cancelling my plan, I decided to have the basic plan with the local channels. As a result we lost many stations that we watched regularly, and throughout this time period promotions are available but they said I did not qualify. Later, I decided to go back to the original plan that I had before and the price increased again. The price was $126.16/mo. I have called and spoken with customer service to lower the price but they declined and the price because I am an existing customer and will remain as is even though there were current promotions available again. I was dissatisfied with the service and with what I was being told by customer service, I looked at another carrier, Comcast and they said they don't provide service to my area becaues Optimum owns the rights to where I live. Optimum has a monopoly on the three services that I need and will charge different customers different rates that is in their best interest, and not the customers. I am tired of having the same excuses every month and having to call customer service to deal with this. Now again, my bill has increased to $148.40/mo. Apparently I qualify for another higher promotion but not a cheaper one. Optimum has not helped or provided the customer service that I originally was promised. I have been with Optimum for several years and I am not getting treated as a loyal customer. New customers are being treated better than existing customers.I called today to speak with customer service and as we are in the phone conversation the gentleman, [redacted] hung up on me as I asked him for further information. I was on the call disputing my bill and the services that I was being offered and customer service hung up on me. This has happened on one and more occasions where the customer service representative has not assisted or provided the help that I requested. I am left frustrated and dissatisfied as a customer. I tried calling to advise them of a better rate that another company offered but they hung up before I could even get to that part.Desired Settlement: I would like to speak to a [redacted] or [redacted] to settle this matter. I am sick and tired of dealing with customer service representatives that do not know about their services that are offered. I want to have my account reviewed and receive a plan that is comparable to other companies offering a better service.

Business

Response:

[redacted] was contacted between

04/**/2014 and 04/**/2014. [redacted] was offered an apology on behalf of

Optimum for any unprofessional behavior he may have encountered. [redacted]

was advised that no promotions are guaranteed even if he chooses to disconnect

the account in his name in order to have his wife request services in her name.

[redacted] opted to leave the account as is in his name, and was advised that

the promotion will remain until 03/**/2015, and would later roll to the

standard pricing. [redacted] was offered and he accepted Ultra 50, Showtime +

SVOD and Starz/Encore + SVOD free for 1-year. [redacted] was advised of the

$2.00 increase to the Sports Programming Surcharge, and that the equipment

charges, taxes/fees are subject to change.

Consumer

Response:

Unfortunatly so long us they continue to be a Monopoly we the costumers have to accept their best offer which is giving you products that are of no use to the consumer.

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,

I was billed for a movie that I rented, yet was unable to watch. I tried calling up optimum customer service to have this movie removed from my bill. I was put on hold for an extrodinarily long period of time, before I spoke to a very rude cutomer service representative by the name of madaline. Madaline informed me that there was nothing that she could do, and that I could try calling back in 2-3 days, during which time they might be able to help me.

Review: I have been trying unsuccessfully to have the name on my account changed from my ex-husband to me. He moved out over a year ago, and I have called customer service about 4 - 5 times, and have done what they asked me to do, all to no avail. My husband and I are divorced and I have ownership of the house. He will not sign a paper turning over the service to me. Customer service told me to go the office in Norwalk with the divorce paperwork I did that. I filled out a form with the woman there. Today, I got the papers back saying I needed my ex-husband's signature. I have been calling saying I don't have his signature!!

WHY IS THIS SO DIFFICULT??? They seem to be able to take a payment from a credit card with my name on it, but can't change the account to my name??Desired Settlement: Change the name of the account to my name.

Business

Response:

Cablevision confirmed the customer has contacted us on a few different occasions regarding changing the name on the account; however, the requested documentation to begin the name change process was not supplied until 4/**/14. In order for a name change to be completed on a Cablevision account, both the current account holder and the individual taking over the account must sign off on the request. This is required because the person taking over the account would have access to sensitive material such as call detail records. In this particular scenario, the two parties were divorced. As a courtesy, Cablevision accepted the legal documentation showing the divorce, a completed name change form by the requestor, and her state I.D. The name change was completed on 5/*/14. The customer was informed of the change and was satisfied with the resolution.

Review: I have been a loyal Cablevision customer for over 15yrs. Never a late payment, never tried to steal or get cable for free ( Acct. #[redacted]). I have 5 tv's in my house, but only use 2 on a regular basis. Cablevision blames the Govt. but to access free local tv channels I am required to rent cable boxes for each tv at $7.56 a mo. That's $39.00 per mo $468 per yr just to access free local channels? I contacted Cablevision approx 6months ago and asked a simple question. I don't mind renting 2 boxes for the tv's we use on a regular basis but what about the other 3 tv's in the house are hardly ever used? They are in spare rooms for family & guests. I used to be able to connect the cable wire from the tv right into the cable wall outlet and access free local channels (local news, etc..) which is all I want. Now I am required to rent a box for tv's I use 2x a month. When I contacted cablevision with this question I was given a promo to save me some money each month and promised in the near future cablevision was going to offer a cost effective digital converter box which I would be able to purchase, allowing me to still be able to use my spare tv's for the basic programs. Now cablevision has reneged on that promise and will not allow customers to use other converter boxes which are sold on [redacted]. I just want to be able to use spare tv's on occasion... not for movies or HBO etc.. but for the free local channels.. I have no problem renting the 2 boxes that I use on a regular basis for HBO etc.. but forcing me to rent cablevision boxes to access free local channels is extortion!!Desired Settlement: I was told by Cablevision customer service that there would be a digital converter sold by cablevision to it's customers allowing them to access free local tv channels on the spare tv's.. Do what you promised! I am more than willing to pay for cablevision services like I have been doing for the last 15years but to continue to extort your customers for rental charges for channels which should be free is criminal. Rental boxes for HBO, Movies, etc is understandable but to force your customers to rent boxes (which charges keep going up??) for spare tv's, so they work for guests is shameful.

Business

Response:

Cablevision spoke with the customer on 1/**/15, 1/**/15 and

2/*/15 during which time the customer was informed of all available options for

access to television channels without use of a digital cable box. Additionally, the customer was advised that

Cablevision does not offer a cost effective digital converter box for customer

purchase and does not support integrated boxes purchased by consumers on the

secondary market. The customer’s current rates were discussed.

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:

The crux of the complaint is the cablevision employees lied or misled me on several occasions. I was promised that within years time cablevision would provide affordable converter boxes for there customers so they would be able to access free govt provided TV. Each time I contact Cablevision customer service I am given a different answer. Proof which I provided Cablevision through E-mails and taped phone conversations. It seems that employees of cablevision all have different answers as to the availability of converter boxes. It is hard to believe that Netflix for $8.00 a month can stream movies, shows, etc.. up to 8 different devices using cablevision wifi but Cablevision forces you to rent a cable box for each individual TV? Are you telling me cablevision does not have this same technology? Netflix allows your 8 devices (TV, DVD, or converter which plugs into the side of you TV) and you are able to access all there programming through the wifi. Cablevision extorts there customers into renting individual cable boxes at $8.00 a mo each to access programming. The reason I get a different answer from Cablevision customer service representatives is they understand how unethical Cablevision business practices are because they are also getting extorted.. Just ask them.[Your Answer Here]

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

Sincerely,

Business

Response:

Cablevision spoke with the customer on 2/**/15, during which time the customer was informed that our policy has not changed. Additionally, the customer has Cablevision’s direct contact information should he have an additional questions regarding our conversation; [redacted], ###-###-#### 8:30 AM – 6:00PM.

Review: On 11/**/2014 I set up a repair appointment with Cablevision on 12/**/2014 for [redacted] because it's cable modem wasn't working correctly resulting in the bad internet connection and home telephone service. Representative confirmed it and recorded my cellphone number for future contact. After all that Cablevision left several automated messages on home phone voicemail while I was at work requesting appointment confirmation. But they never called my cellphone as they agreed to. And when I came home to keep [redacted] appointment I discovered they cancel it because they state my modem is working now and didn't want to run tests or replace it. The internet connection continues to be slow resulting interruptions in phone service. Apparently Cablevision failed to provide the services under contract they have with me as internet customer.Desired Settlement: I request service credit of $100

Business

Response:

On 12/*/14 Cablevision's Field Service department replaced the customer's router and confirmed with the customer that the service was working properly.

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:

A loss of service wasn't compensated. The business still owes me $90.

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

Sincerely,

Business

Response:

[redacted]'s account was credited in the amount of $24, which covers a loss of internet service from the first date he reported the issue to us on 11/**/14, until the date it was resolved on 12/*/14. No further credit is warranted.

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 becauseere]

The business failed to keep an appointment as stated it would. No one showed up on 12/**/2014. It has to compensate me for my time, period! $90

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

Sincerely,

Review: DEFINITIONS: Customers with a "rooted" [redacted] smartphone or tablet can be interchangeably referred to as "Rooted [redacted] Users" and "Affected Customers." The [redacted] App, an application-service offered to customers of [redacted] TV and [redacted] Online by Cablevision Systems Corporation may be referred to as "[redacted] App" and the "Software." The "Device" is defined as the rooted [redacted] smartphone or tablet that has installed the defective software owned by the Affected Customer. Cablevision Systems Corporation may be abbreviated as "CSC" or, simply, Cablevision.

The issue at hand is that Cablevision seems to take light of the situation where Rooted [redacted] Users cannot utilise their Device to access the [redacted] App and its features within. Throughout the year 2014, efforts to contact Cablevision about restoring access to Affected Customers has been futile and has been presented with different responses to the situation. Responses include having forwarded the request to the developers responsible for the maintenance of the [redacted] App, a representative being unfamiliar with rooting and not being supported due to root. Each response comes with an inconsistency if not just because of the different responses that come with ample time to come up with or research the results.

As an Affected Customer receiving a response that it would be taken care of after the request gets passed over to developers, I would hope that the developer was made clear within the next two updates of the Software. Today, Nov.[redacted], 2014, marked the second Software update for the [redacted] platform and the Devices since contacting Cablevision. The Software still does not function for Rooted [redacted] Users.

When Cablevision responds with the representative's unfamiliarity with rooting, Cablevision makes no effort to try to take ownership of the issue. Noticeably, if contacted over the phone, the representative will not ask the Affected Customer if there is anything else he or she can assist you with over the phone and acts as if he or she is in a hurry to end the call, which, if thought about, can strike an Affected Customer, as curious.

Finally, when Cablevision responds with the Device as being unsupported, this is completely false advertising as a supported device as it is listed on their compatibility list on their website. It is their responsibility to notify users in a clear manner that rooted devices are not supported and a general AND an advanced/technical explanation is duly compulsory to prevent to the Affected Customers. Presently, there is no further explanation other than representatives of Cablevision who are incapable of providing a straight answer and developers of the [redacted] App who are negligent to its Affected Customers and their Devices.

This issue has begun roughly since the end of December 2013.Desired Settlement: Allow Rooted [redacted] Users to access the [redacted] App service on their Device and provide Affected Customers, like myself, with compensation of no less than $15.52 multiplied by the months since time of issue begin date. Ensure the fix to the Software is the developers' highest priority and release the updated Software to the Affected Customers' Devices promptly thereafter.

If Cablevision desires to enact a permanent policy to disallow rooted users to access the Software, Cablevision must make public a simple AND technical reason as to why the decision was made, compensation of no less than $15.52 multiplied by 11 [months of loss], an apology using local advertising airtime and advisory to potential Affected Customers who own such Devices on all TV channels served by the [redacted] TV service and written advisory on the [redacted] Play Store listing for the Software. Cablevision must responsibly advise all representatives who interact with customers about the decision when contacted about the issue and properly cite the location where an Affected Customer may inspect the publicly-released decision on the policy of continuing to disallow Affected Customers from accessing the Software from their Device.

Business

Response:

Customer Service spoke with w[redacted], advised subscriber [redacted] APP can only be used with third party software authorized by device manufacturer. Educated sub about “Rooted Devices”. Sub satisfied.

Review: I disconnected my service with Optimum as I was moving. I processed a mail forwarding at the post office to ensure I didn't miss out on any bills. Just to be on the safe side, I logged into my Optimum account online to check if there was any outstanding balance I needed to pay. When I checked on October [redacted], it said "Amount due - $0". I continued to check periodically to make sure there was no errors or updates, and again and again I kept seeing "Amount due - $0". Today, October [redacted] I received a phone call from a collection agency saying that I had a balance of $108.22 with Optimum and I was reported to collections. When I contacted Optimum to ask them why was I sent to collections when my account online says $0 owed, the response was, it was deferred to collection in September and at that point the balance is out of their hands. So my complaint is how can an company send a customer into collections while; a) not letting them know they have an outstanding balance and b) never even letting them know they are going into collection? I work full time and would like to buy a home someday. It is not fair for this company to ruin my credit rating for something I haven't even been billed for!!!!

The best part of all of this is after Optimum told me it was deferred to collection and out of their hands, I paid Optimum (over the phone), not the collection agency, and the balance has been settled. So how was it out of their hands when they accepted my payment?

To send someone into collections while showing a $0 balance on their account is just fraudulent on Optimum's part.Desired Settlement: I would like a letter from Optimum stating that I was erroneously placed into collections due to a mistake on THEIR part. And an apology would also be nice.

I am not asking for a refund, as I did use their service up until a certain time. But it is really unfair for them to treat a good customer like this after I was diligent about making sure my bills were always paid on time.

Business

Response:

On 10/**/14 and 11/*/14,Cablevision spoke with the customer regarding his billing. The customer disconnected their services on 9/*/14 with 2 invoices mailed and available online. The customer made a payment which closed his account with the collection agency.

Review: I am a comcast (optimum online) customer paying for the Ultra 50 level of service which provides 50 Mbps download speed and 25 Mbps upload speed. I have never seen the 25 Mbps upload speed. Over the past months, I have been trying to get this resolved. I have had technicians out to the house and they confirmed everything was correct in the house, but could not resolve the upload speed issue. I pay a premium for this upgraded tier of service and optimum is not able to deliver. I have been in contact with their supervisor numerous times with no call backs. Customer support is not able to resolve the issue and is not willing to try the next upgrade tier to see if that resolves the issue. I received about 12-13 Mbps upload speed on average.Desired Settlement: I want to receive the upload speed quoted regardless of what "tier" that requires me to be on and I am not willing to pay for an Ultra 75 or Ultra 100 upgrade to receive what is promised in Ultra 50.

Business

Response:

Field Service balanced the feeder which seemed to resolve the speed issue. [redacted] is satisfied with his speeds at this time. He will continue to monitor and has the contact information if he needs any further assistance.

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]

The Optimum update is not entirely accurate. I was made aware that Optimum made adjustments to the signal when they called me yesterday afternoon. On that call, I confirmed that my speeds had NOT changed. Optimum temporarily bumped up my package for this week (from Ultra 50 to Ultra 101). The upload speed I am seeing this week (before and after the "fix" they made) is nearly where it should be for the lower level Ultra 50 package, but I am on a higher tier package! Furthermore, I am not willing to pay an additional $50/mo for the upgraded Ultra 101 package which is now producing upload speeds nearly where they should be for the Ultra 50 package. I did agree to monitor the situation for a few days and we would touch base early next week, but this issue is not resolved.

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

Sincerely,

Business

Response:

On 1/**/15 the Field Servuce plant was checked and was clean. On 1/**/15 , customer uploard speeds was at 22 and another follow up call was placed on 1/** the customer has not had any issues with his speed.

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,