Cablevision Systems Corporation

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: 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.

I prepaid them for 6 months and then they abruptly disconnected my service and left me "in the dark" for a few days.
I spent hours on the phone to multiple supervisors and rude customer service agents, who explained that my neighbor turned on service using the same apartment number, and they therefore decided to close my service until a field supervisor arrives to verify my address.
A conference call with the tenant of the other apartment who verified the location of their and my apartments did not help either.
My plead with them to temporarily connect service so that I have internet service, (which is needed for my job, school, bills and social life) was refused.
I was told that a field supervisor will come out and check out my address. As usual with optimum - the appointment was canceled and rescheduled for few days later. My request to temporarily re-activate service until the supervisor will finally show up was turned down as well.

Review: For six years I have had this service in my home and it has never worked.Check my records, I have had over 18 complaints till I finally gave up.I am finally bringing this to the Revdex.com because my service did not work this morning so I rebooted my system, 'like they always make me do' to get their "OLD" product to work but still at 8pm it does not work. When I called the message stated only their old (inferior) product does not work. My complaint is Optimum took away all the credits they were offering their customers with inferior product and started charging them the full rate, even though the systems don't work and they know it. They don't care because no one is stopping them. They are abusing their customers and people like me don't have a recourse because we do not have a suitable service in the area and Optimum knows it and they take advantage of us.It is a shame that in the great state of NJ our citizens are allowed to be treated this way. Please make Optimum treat all their customers equally and fairly.Desired Settlement: I want a credit for the services I did not receive and the inferior equipment I have had to endure because they refused to upgrade me (on record)

Business

Response:

On 3/**/14, [redacted] called customer and provided customer

education. He explained the amount of episodes available on the On Demand

programing was something on the provider side of the service and also

recommended the Mulit-Room DVR product and explained it’s benefits. He offered

for her to try the service for month at no charge to see if she liked it. [redacted] was satisfied with the offer and agreed. [redacted] requested an appointment

on 3/**/13 for the upgrade. She has [redacted] contact info and agreed

to go through him for any future regards.

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 - Cablevision has responded to me with regards to my complaint to the Revdex.com . The original complaint and conversation with [redacted] was not about the On-Demand programming provided by cablevision, it was about the Scientific Atlantic box in my home that has not functioned since day one. My complaint was that the box was old and used and deemed inferior by cablevision employees. My complaint was this is approximately the eighth box that Cablevision has put into my home and has not functioned properly. My complaint is that the new upgraded box was not offered to me until I filed a complaint against the company. My complaint is that Cablevision is charging full price for services they know full well are not functioning properly. My complaint is that only the Scientific Atlantic boxes were not functioning on March **. [redacted] did offer me one month free to try the new box, but he also stated that the new box was going to cost me more money. I am currently working with Cablevision at this time and a new box will be placed in my home on March **. I have responded with an unresolved issue because the comments that [redacted] provided on 3/**/14 were not what our conversation was about and his written response to the Revdex.com did not resolve my issues and it had no bearing on what my original complaint was about.

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

Sincerely,

Business

Response:

Cablevision’s Field Service department contacted [redacted] and apologized for the miscommunication and also offered one month of credit to resolve the issue. [redacted] accepted the credit and considers the matter resolved.

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 receive postal mail from Cablevision offering unwanted services at least twice a month. This is a complete waste and they are thrown out without even being opened. Since the lack of responses to any of their mail advertising isn't enough, they feel it necessary to send someone to my house once every 2-3 months. Generally right around dinner time, disturbing time that would be better spend with my family.

I have attempted to be polite with every interaction, but virtually all of the representatives don't seem to want to take "no thank you" for an answer. The most recent representative ([redacted]) that came today (1/*/2015) insisted on leaving a card on my door [redacted] despite me telling him that I did not want it.

I tell everyone from Cablevision that I'm not interested in their services. They don't seem to care and want to try to force them on me. I have told previous representatives to take me off the list and stop contacting me. This clearly hasn't worked.Desired Settlement: Stop sending me mail advertisements.

Stop sending people to knock on my door.

Business

Response:

On 1/**/15 [redacted] was contacted to discuss his recent complaint filed with the corporate office. [redacted] stated he may not have made it clear to previous Direct Sales representatives that he wanted to be removed from solicitation. [redacted] was provided an apology and advised that his address and phone number have been removed from future contact (Control Number: [redacted]). [redacted] was advised it may take up to 30 days to be removed from Phone and Mail solicitation, but the Door to Door will stop immediately. [redacted] was provided our direct contact information in case he had any further issues. [redacted] appreciated the quick turn around and advised he was satisfied with the result.

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.Thanks to the Revdex.com team and [redacted] for all of their assistance as well as their VERY timely attention and resolution to this matter.

Sincerely,

Review: I cancelled my service earlier in May, and while I cannot recall the exact date I am absolutely certain it was May * at the latest. At that time I specifically asked whether or not I would be billed again as my monthly payments were automatically withdrawn from a Valley bank account. I was told I would not be charged unless my equipment was not returned within THIRTY days. Today, 5/**, with 10 days before I reach that mark my account (with a balance of $60) has been charged $444.09 for unreturned equipment. After contacting the company they say I will be refunded the money after returning the equipment,which will be tomorrow, 21 days after cancelling the service.Desired Settlement: Refund the inappropriate charges and any charges incurred by the bank by overdrafting my account after explicitly telling me I would not be charged for 30 days.

Business

Response:

The customer was contacted on 6/*/14 and was advised that all equipment charges of $444.09 have been credited back to his account. The customer was advised that a check will be mailed in the amount of $466.00 to his current residence. The customer was provided with Cablevisions contact information if needed and did not have any further concerns.

Review: Cablevision (Optimum) advertises and solicits business rates that include a specific charge for "Broadcast Basic" (network TV channels), then bills subscriber and additional $4.98/mo. beyond the basic charge. Cablevision explains that "sports broadcasts" charge cablevision for sporting events telecast through network stations and that everyone gets that additional charge added to their bill - whether the subscriber watches any sports telecasts or not. Sports telecasts on network TV are few and very far between. Therefore that charge would/should be considered part of the standard "Broadcast Basic" - you always get it added on. That practice is devious, sneaky and unfair - it is unfair advertising - that cost is always $4.98/mo. higher than it is advertised for.Desired Settlement: Refund for this "hidden" charge back to day one of this practice and publication of this complaint.

Business

Response:

The customer was made aware that due to the cost of sports programming rising dramatically, Cablevision has instituted a Sports Programming Surcharge. More than fifty channels in the customer's channel lineup carry live sporting events and as Cablevision's costs increased for these channels we passed along a portion of those costs onto our customers. The customer was informed that this charge is clearly labeled on the bill each month and in all Cablevision advertising. The customer was made aware that the

Sports Programming Surcharge will not be refunded.

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]

[Re: complaint

against Cablevision

Systems Corporation assigned ID#[redacted]]

The RevDex.com complaint I filed against Cablevision in Northern NJ and Cablevision’s

response are attached. Following also is

my response to cablevision’s response:

Cablevision has not

responded to the specific complaint that Cablevision bills a mandatory monthly

line item charge of $4.98 that is not advertised or disclosed prior to a

customer choosing Cablevisions coverage, therefore rendering the charge hidden

and unfair.

This “sports programming”

charge, I was told, was because sports programmers charge Cablevision for

carrying their programs on network stations.

After asking and being told that the basic (only) network station plan

was $15.00, I asked what I would get if I took that basic plan and any network

station was telecasting a major sporting event.

The answer from Cablevision was that I would get the sporting event

whenever shown. Therefore the surcharge

only applies to those customers who also sign up for additional premium

programming packages and are unaware that a hidden charge will be billed

monthly.

Cablevision then provides

no advanced notice of additional monthly charges to customers who sign up for

any premium service. Cablevision further

argued that everyone is aware of the charge because everyone reads their

monthly invoice (as irrelevant as that is to my complaint). Cablevision further told me that this was a

“business decision” by management (as irrelevant as that is) and that those

charges are not reversible.

Cablevision’s assertion

to start their rebuttal that I was informed of the policy possibly to imply

that somehow that post hidden line item charge made the practice OK is also

irrelevant to the complaint and way off the point.

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

Sincerely,

Review: Dear Sir/Madam:

I wish to file a complaint against Optimum (Cablevision)..I am a subscriber since March 2013...My account number is [redacted] for future reference. It was my understanding , I needed only to fax documentation to the retention dept at Optimum to prove that I was a [redacted] Customer to be enrolled in their "Win back" program and receive a check from Optimum to pay balance owed...I faxed over 5 documents proving this on July [redacted] 20014 I spoke with a spoke with a supervisor by the Name of [redacted]...He has not returned my phone call as promised..He assured me a phone call around 8:00 pm...No phone materialized..to resolve this matter. I am very upset by the lies and deception from various billing and Customer service people..Their lack of communication skills is atrocious to say to the least.. [redacted] informs me that the check from optimum is contingent based on a "early termination fee from [redacted]" once again another lie and excuse not to send the money directly to me.. It does not matter if its from [redacted] or Optimum, they need to be held accountable for their actions.. I would appreciate your feedback in this matter..Desired Settlement: I want Optimum to send me a check for $315.91 this is the last bill received from [redacted]....Thank you once again for your attention to this matter..

Business

Response:

On 7/**/14, CECR spoke with the customer and explained the Early Termination Fee process and required documentation for reimbursement. The customer understood and was satisfied with the follow up.

Review: I called Optimum on August [redacted] 2014 to cancel my contract.Spoke to someone on cancelling department,as per the operator my service was cancelled.But I received a new bill two weeks later,called they keep saying that my service didn't cancel.Finally operator [redacted] said he will cancel my contract & also they will take care of my previous month charges, also one of the supervisor will call me that never happened.Surprise received a new bill with higher amount.Desired Settlement: Stop scamming customer.

Business

Response:

Cablevision spoke with [redacted] on 9/**/14 and apologized for any inconvenience. [redacted] was advised that his account had been disconnected and currently reflects a charge for equipment only in the amount of $236.94, and that once he returns his equipment, the charges will be credited back to him. [redacted] was also advised of the different methods in which he may to return his equipment to Cablevision, and he advised that he will return the equipment to Cablevision’s local walk in center.

Review: We are an Optimum internet service customer since 1991. On 8/**/14 Optimum sent a technician to our address to check up on a problem they had somewhere in their system, called a "signal leakage". We are away on vacation so they left a door hanger stating we need to call so that they can access the home to repair THEIR problem, we are having no internet problems whatsoever and did not call for service. They state if we don't call asap our service may be disrupted or turned off. After the rep [redacted] the note on the door, he walked directly to the street, opened the box and disconnected our service! Just like that, a customer for 23 years, on auto pay, no warning, they disconnected the internet. We are away for about 2 more weeks. We have security systems, cameras, and other drives running on our internet server that we need to access from our remote location. Not for surfing and leisure, but for much more important issues. I called them this evening when we became aware of the problem and absolutely demanded that they send out a tech to reconnect us to the internet NOW, while we wait for the appointment that I made for the DAY I return. Even after speaking to a supervisor they claim they can not reconnect us unless someone is in the home available for a tech. They were able to DISCONNECT the service, unauthorized without any problem whatsoever, but cant help us now. This is a huge inconvenience and a horrible way to be treated as a consumer. How dare they leave a note that says call, and then simply cut off the service! They have treated a long term customer with total disregard for my needs are, and how I use the service, and cut off my service with NO warning!Desired Settlement: I am absolutely insisting that they sent a technician to my home to reconnect my service at the street, the same way they disconnected it, immediately. That will keep the internet running until I return for the Aug. ** appointment that is scheduled.

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 called in to Optimum to have service connected at my address. On 05/**/14 a technician came to my home and connected cable tv, telephone and internet service and gave me an account number ([redacted]. The technician stated that he needed to get on to my laptop to do something with the service. He was on my laptop for well over 20 minutes and when he was done I went onto my laptop and could not access the internet or do anything on my laptop at all. I called Optimum customer service and I was told a [redacted] would call me. I waited for days and no one called me. On 05/**/14 I called again and asked why is it that no one has contacted me concerning my laptop that was damaged and I was told someone would call me which no one did. I called again on 05/**/14 and stated the same thing to a representative and I was again told that someone would call me. As of 05/**/14 still no one has called me and still my laptop is damaged.Desired Settlement: My laptop needs to be replaced or I need to be reimbursed for my damaged item. I paid $499 for my laptop and they need to resolve this issue immediately.

Business

Response:

Hello,

This is not a Comcast customer and is nt within our service area.

Thanks

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 was also promised credit on my account for all the troubles I have been having with the entire service since the incident occurred but still I am waiting.

I have been having issues with cable tv and with the internet service since the service was connected. I called numerous times and was promised but never received any credits. I am very displeased.

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

Sincerely,

Business

Response:

Vision Pro [redacted] spoke with the customer and he decided to keep his computer and sign a waiver stating Cablevision is not responsible for any issues he is having with his computer. The customer states he will not be available to sign the waiver until 6/**/14. On 6/**/14, a $54.00 credit was issued to the customer's accouont and the customer was advisied of the credit issued.

Consumer

Response:

At this time, I have not been contacted by Cablevision Systems Corporation regarding complaint ID [redacted].

Sincerely,

Review: Cablevision/ Optimum is price gauging! I was informed today by rep named [redacted] that I have been charged for over a year for sports programming that I did not request nor use. My issue that I was calling Optimum for today was the fact that my second bill was nearly twenty dollars higher than the month before! I saw that I was being charged twice for an additional outlet that I did not have. I was told by the rep that the charge was actually not an additional outlet ( which in itself if deceptive billing) but that it was an additional charge for premium service that I was already paying for. The first charge on my bill in fact is for the premium service and I should not be charged twice for the same service, let alone three times on the same bill. I certainly am looking into finding another provider. It is ridiculous the amount of times I have found errors on my bills.Desired Settlement: I would like the charge to be removed from my bill and a new bill reissued to me. I also want to insure that I will not have this additional gauging charge on my bill again if I were to stay any longer with Optimum.

Business

Response:

[redacted] was contacted between 09.**.2014 and 09.**.2014. An apology was extended to [redacted] for the lack of information on the part Customer Service Sales.. [redacted] was advised that the $5.00 PPOF/Additional Outlet Premium Service Fee is a monthly fee applied to a customer's account for access to the Preferred TV package and above with two or more cable boxes. [redacted] was again offered a

1x courtesy credit of $10 because of the double PPOF billing on her current statement, but she declined.

Review: I have paid my latest Internet bill on 11/**, however due to the fact I set up automatic payment (in case I forget), the company charged me again on 11/**, and when I contact the customer service to cancel the later charge, they refused to do so and said it cannot be corrected from [redacted]'s side.Desired Settlement: Cancel the current duplicated payment, waive all the charges for the following term of the contract, and formal apology letter.

Business

Response:

[redacted] was contacted on 11-**-2014 to acknowledge receipt of his Revdex.com Complaint. An apology was extended to [redacted] for the duplicate payments processed and the resistance provided on 11-**-2014 interaction after [redacted] requested a refund for the second payment. [redacted] provided his credit card information and was advised an expedited refund request will be processed. // [redacted] contacted [redacted] on 11-**-2014 to verify the refund was processed. [redacted] confirmed his credit card has been refunded. [redacted] is satisfied his refund request has been processed.

Review: I went to optimum online web site and down loaded McAfee Antee Virus for my computer. when the Computer restarted it began to get pop up messages telling me that I need to have my computer checked for bugs and I should call a 1800 number on screen. When I called the 1800 number it was a third party provider, which had nothing to do with McAfee. They refused to assist me with the problem in fixing my computer. they only offer to fix the problem and charge me for taking over my system. on heard of. who allows strangers to take over their computer? My computer no longer works and had to be replaced.Desired Settlement: third party vendor was rude, I am out a Dell computer that cost me $ 700

Business

Response:

On 1/*/15 and again on 1/*/15, an Optimum Specialist spoke with [redacted]. He said that after he received the pop up, he called the number on the screen speaking to a third party. He decided to disconnect his computer and purchase a new one. Our investigation revealed that [redacted] did not contact us for assistance while this was occurring and in speaking with him, he agreed that he had not. Optimum informed him that we would be glad to troubleshoot his issue; however, the computer needs to be connected. He said that when he reconnects it, he will contact us directly. The customer was provided our 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:The company agrees that their company charges for removing a vires from the computer. I'm not sure if customers are aware ofsuch practice, I'm sure if they were made aware of this situation, they would not download this software again. I would rather pay $50 to the company for the really license than be tricked into or talked having someone, may it be from optimum or some other company checking my system because I thought I was download loading a safe program and it was only a setup to get more money from the consumer. Same on cable company! I'm going to consider switching to dish, they may be more honest and appreciate my business more.

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

Sincerely,

Review: I am a subscriber to Cablevisions' Optimum Internet service since August of 2014. In January 2015 I contacted Cablevision about their advertised Optimum Triple Play. I called and sent an appointment, but the "Free Multi-Room DVR" was tacked on as a $12 monthly charge. I asked why it was not free as advertised on their television and website and they said that since I was a subscriber for internet this counted as a service "upgrade". I corrected them, this DVR was advertised as part of the "Optimum Triple Play" to which I would be a new residential customer as per the terms and conditions on their website. The salesperson tried to tell me it was the same thing and I expalined that I got internet only, not cable or phone, so it could not be an upgrade to non-existant services. Triple Play has its own separate terms & conditions on the website and I definitely qualify. The salesperson put me on hold and transferred me to the repairs/service line. They asked me why I was transferred to which I could not explain. Service put me on hold, called sales back and I waited on hold few minutes later. The service tech said tis was not her department, but sales had told them the same thing, it did not matter that I did not have the Triple Play service, it was an account upgrade even though I did not subscribe to the service in question. When I corrected them that I was not a triple play subscriber, that this was not how the product was advertised, they said there was nothing they could do. So I cancelled the appointment. I was not given to a supervisor.Desired Settlement: Cablevisions' advertising on television and internet is deceptive. They interchangeably use the term "subscriber" and "customer" on the phone but make a differentiation in the small print. According to their terms and conditions under "Optimum Triple Play" on the website I qualify for the free DVR, I am a "new residential customer" of Triple Play and not a "former Optimum account not in good standing". Having spoken with other [redacted] residents, Cablevision does this often. They have a functional monopoly in our town and with no viable competition for cable or internet they put the squeeze on us. Being transferred to service instead of a sales supervisor was infuriating.

This is the wording under "Optimum Triple Play" on the Optimum website:

OFFER for residential new customers. Former Optimum accounts previously not in good standing, not eligible. Contract allowance applies to reimbursement of actual termination fees charged by prev video or internet provider. Bill showing customer name and termination fee w/in 30 days of Optimum install req'd. Restrictions apply. Next-day standard installation shall be completed within one day of order subject to any cause beyond reasonable control. Must maintain all 3 services at req'd level for promo period to maintain promo pricing. 2 year price guarantee applies to Optimum TV, Optimum Voice and Optimum Online services only. As of the 25th month, Optimum TV, Optimum Voice and Optimum Online will be billed at reg rate. As of the 13th month, Multi-Room DVR will be billed at reg rate. As of the 7th month, Optimum Online Ultra 50 will be billed at reg rate. Installation fee applies. May not be combined with other offers. Digital cable box, HD digital cable box or CableCARD at add'l monthly charge will be req'd for each TV. Multi-Room DVR service, interactive services, features and certain digital channels require a digital cable box. Depending on location, some or all service and equipment rates, plus certain add'l charges, are subject to state and/or local fees of 0–5.30% and an FCC user fee of 8¢, and PEG fees of $0.47-$1.35. A Sports and Broadcast TV surcharge of $5.98 a month also applies and will be added to your bill. In addition, CT requires collection of taxes on certain services. # of channels,HD channels and interactive features depend on pkg type and location. HDTV set owners can request an HD cable box and receive the HD programming included in pkg at no add'l charge. Some On Demand titles avail at an add'l charge. Subscription to channels and valid Optimum ID and password required for TV to GO programming available only in the U.S. All channels not avail on all devices. To view Optimum TV on tablet, smartphone or laptop requires Optimum TV w/cable box or CableCARD, Optimum-authorized modem and wireless home router. Minimum system requirements apply and Optimum App requires application download and installation. Not available on all devices. Viewing Optimum TV on laptop not currently available to customers who subscribe only to Optimum TV. Optimum Online: Minimum system requirements and equipment configurations apply. Modem fee of $4.95 a month will be added to bill. Smart Router is free for the life of account when Optimum Online is maintained. Limit one router per household. Optimum WiFi hotspot access in select areas at no add'l charge to Optimum Online customers. Speed claims: Many factors affect speed. Actual speeds may vary and are not guaranteed. WiFi savings claim: $20 per month savings is based on a downgrade from a 3GB plan at $60 per month to a 1GB plan at $40 per month. Netflix streaming membership required.. Optimum Voice: Sales tax, an E-911 fee and the Federal Universal Service Fund fee (USF) may apply. In NY, certain excise taxes may also apply. All fees and taxes will be added to bill. If keeping phone #, transfer charge applies. W/o battery backup, if you lose power, if service is disconnected or if broadband services are disrupted or disconnected, E-911 service will disconnect and not function or operate. If moving, new address must be provided before E-911 can function properly. Optimum Voice International: Available to all Optimum Voice residential customers. Additional access number dialing required. Remote dialing from mobile phone requires one-time setup. International calls are billed to Optimum account. Calling rates and terms subject to change and discontinuance w/o notice. Where available. Visit optimum.com for full details. All rights reserved. Pricing, offers and terms subject to change and discontinuance w/o notice. For system requirements or limitations, offer details, restrictions, terms and conditions, see optimum.com. [redacted] and the [redacted] logo are trademarks or registered trademarks of McAfee, Inc. or its subsidiaries in the United States and other countries. Facebook is a registered trademark of Facebook, Inc. and Twitter is a registered trademark of Twitter, Inc. All rights reserved. All trademarks and service marks are the property of their respective owners. All services and channels may not be avail in all areas. Optimum, the Optimum family of marks and Optimum logos are registered trademarks of [redacted] ©2014 [redacted]

Business

Response:

On 1/*/15, we contacted [redacted] to address his complaint and apologized for any inconvenience or confusion he experienced. [redacted] was directed to the promotion disclaimer on the Optimum website that advises the DVR promotion he is requesting is available to “New Residential Customers” only and since [redacted] is an existing customer with Optimum Online Service, unfortunately, he does not qualify for the free DVR promotion. As a courtesy, [redacted] was offered one free cable box for 12 months, however, declined the offer and requested that his order be cancelled.

Review: In July 2010 I moved from a private dwelling into Downingwood Condominuims which were under a bulk rate contract with CableVision. CableVision never corrected my bill to the proper rate. I I overpaid from July **, 2010 when I moved into my unit until my Condominium signed a new contract and CableVision finally included me under the bulk rate. I have written letters, called numerous times and spoken to at least two Customer Service Supervisors. I have documentation to support this. Yesterday during a telephone inquiry regarding the status of my complaint, a Supervisor asked me why it took me so long to question the overpayment. I was in disbelief at this dismissive attitude. I have documentation to prove I have been trying to get an audit of my account for years to no avail. I have been ignored by CableVision for over two years in my effort to resolve mu overpayment.Desired Settlement: I want an audit of my CableVision Account from July **, 2010 through the point of my inclusion in my Condominium's Bulk Rate Discount Package in 2012. I want a refund of overpayments made to CableVision as I was living in a unit under a bulk rate contract since July 2010 and my account was never adjusted until my Condominium signed a new contract in 2012.

Business

Response:

On 6/**/14, the customer was contacted by Cablevision and advised that a check will be mailed to her in the amount of $1596.73 for the period covering July 2010 through September 2012, when her account was billed retail rates instead of bulk rates. The customer is satisfied.

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: Cablevision removed Boomerang channel from my service. To get it back I have to pay and extra $27 a month. This is not fair practiceDesired Settlement: Return Boomerang channel and change policies regarding paying extra for it or bundling it into another package for more money

Business

Response:

On 7/*/14, CECR spoke with customer and advised of removal of Boomerang channel. Customer does not wish to upgrade his service in order to receive Boomerang. Customer fully understands he will no longer receive the Boomerang channel unless he upgrades his package.

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: Good Day

I am writing this complaint against Cablevision/Optimum. I signed up for Cablevision in May of 2014. My number is [redacted]. I spoke with the Sales Representative and told him I wanted the triple play package which at that time was being advertised for $84.95 for two years no contract. When I spoke to the representative when placing the order, I asked him roughly how much my bill would be a month. He advise my bill would be around $125 per month with taxes and fees. I received my bill for the month of June 2014 and it shows that I am actually paying $94.95 a month for the triple play. My bill total was roughly $10.00 dollars more than what I was told.

I called Cablevision when I received the bill and explained my situation. The representative basically told me I have the preferred package and that was the charge. She also told me to read the fine print because it is in the fine print. I requested to speak with a supervisor, I was handed over not to a supervisor but to another representative who told me that he can give me a credit of $20.00 dollars. I advised I do not want a $20.00 credit, I want what was offered to me. He advised they would have to pull up my conversation with the representative and I would be given a call back.

On July **, 2014, I received a call back and was told that they were not able to listen to the representative phone calls for that day. They were having technical difficulties retrieving his calls for that day. She advised, she can offer me Starz/Encore & Showtime for a year or a credit of $120.00 dollars. She stated she can not give me a credit for 2 years, she would need to listen to the recording and call me back. I questioned her on what happens after that 1 year because this price is good for two years. She advises they do not have the preferred package for that price and it cost $5.00 dollars more a month. I asked why am I paying $10.00 dollars a month more. I advised I want what was offered to me. She stated again, she would have to wait to hear the recorded conversation that happened between me and the representative.

I checked the Cablevision/Optimum website for the triple play package and it does not state any different package in the fine print, it states Optimum TV. I am including a copy from the Cablevision website an example of the fine print for the triple play package that they are now advertising. I was not told of the different packages. I feel this is false advertising on Cablevision/Optimum part. I am enclosing a copy of the fine print that shows that it states Optimum TV.

I receive a callback to state they called without any information given. I am still waiting a call back to rectify this issue. I paid the bill minus the overcharge of $10.00 dollars. I am writing to you to see if you can rectify the problem. All I am asking is to pay for what I asked for. I asked for the triple play package and this is what the sales representative gave me. I do not want to downgrade my service which is what the person told me I would have to do. Cablevision needs to come clean and state what the triple play package consists of instead of just advertising a package with no information. If only one package is for the triple play package they should state that.

Thank you

Triple Play $79.95/mo 1st year, $89.95/mo 2nd year; 6 mos Free Optimum Online Ultra 50

OFFER for residential new customers. Former Optimum accounts previously not in good standing not eligible. Contract allowance applies to reimbursement of actual termination fees charged by prev video or internet provider. Bill showing customer name and termination fee w/in 30 days of Optimum install req'd. Restrictions apply. Next-day standard installation shall be completed within one day of order subject to any cause beyond reasonable control. 1 modem/router per household. Must maintain all 3 services at req'd level for promo period to maintain promo pricing. 2 year price guarantee applies to Optimum TV, Optimum Voice and Optimum Online services only. As of the 13th month, Optimum TV, Optimum Voice and Optimum Online will be billed at $89.95. As of the 25th month, Optimum TV, Optimum Voice and Optimum Online will be billed at reg rate. As of the 7th month, Optimum Online Ultra 50 will be billed at reg rate. Installation fee applies. May not be combined with other offers. Digital cable box, HD digital cable box or CableCARD at add'l monthly charge will be req'd for each TV. Multi-Room DVR service, interactive services, features and certain digital channels require a digital cable box. Depending on location, some or all service and equipment rates, plus certain add'l charges, are subject to state and/or local fees of 0–5.30% and an FCC user fee of 9¢, sport programming surcharge of $4.98, (add 88¢ more for Hamilton Twp) also applies. In addition, CT requires collection of taxes on certain services. # of channels, HD channels and interactive features depend on pkg type and location. HDTV set owners can request an HD cable box and receive the HD programming included in pkg at no add'l charge. Some On Demand titles avail at an add'l charge. Subscription to channels and valid Optimum ID and password required for TV to GO programming, available only in the U.S. All channels not avail on all devices. See optimum.com for details. Terms & conditions apply. To view Optimum TV on tablet, smartphone or laptop requires Optimum TV w/cable box or CableCARD, Optimum-authorized modem and wireless home router. Minimum system requirements apply and Optimum App requires application download and installation. Not available on all devices. Viewing Optimum TV on laptop not currently available to customers who subscribe only to Optimum TV. Optimum Online: Minimum system requirements and equipment configurations apply. Optimum WiFi hotspot access in select areas at no add'l charge to Optimum Online customers. Visit optimumwifi.com. Speed claims: Many factors affect speed. Actual speeds may vary and are not guaranteed. Smart Router is free for life of account when Optimum Online is maintained. McAfee : Available to Optimum Online customers in good standing only. Minimum system requirements and configurations apply. Requires software download and valid Optimum ID and password. Subscription valid as long as Optimum Online is maintained and covers up to 20 devices. Internet protection works on PCs, Macs, Android Smartphones and Tablets. Blackberry or Kindle devices are not supported. For iOS smartphones and tablets, the only available feature is Password Manager. Optimum Voice is a cable-modem service. Optimum Voice: [redacted] charge per line covers certain NY excise taxes. In CT and NJ sales tax, an E-911 fee and the Federal Universal Service Fund fee (USF) may apply and in NY, an E-911 fee and the Federal Universal Service Fund fee (USF) may apply. All fees and taxes will be added to bill. If keeping phone #, transfer charge applies. W/o battery backup, if you lose power, if service is disconnected or if broadband services are disrupted or disconnected, E-911 service will disconnect and not function or operate. If moving, new address must be provided before E-911 can function properly. Enhanced Voicemail not avail outside continental U.S. Optimum Voice International: See optimum.net for current rates and destinations. Calling rates & terms subject to change. Where available. All rights reserved. Pricing, offers & terms subject to change and discontinuance w/o notice. For system requirements or limitations, offer details, restrictions, terms & conditions, see optimum.com. McAfee and the McAfee logo are trademarks or registered trademarks of McAfee, Inc. or its subsidiaries in the United States and other countries. [redacted] is a registered trademark of [redacted], Inc. and [redacted] is a registered trademark of [redacted], Inc. All rights reserved. All trademarks and service marks are the property of their respective owners. All services and channels may not be avail in all areas. Optimum, the Optimum family of marks and Optimum logos are registered trademarks of CSC Holdings, LLC. ©2014 CSC Holdings, LLCDesired Settlement: I would like to be charged 84.95 plus the fees and taxes for the package that I have and what was given to me. I would like to be credited $10.00 a month for the two years that the price is good for. For my inconvenience, they can give me the multi-room DVR for a year also.

Business

Response:

[redacted] was contacted between 08/**/2014 and 08/**/2014. An apology was extended on behalf of Optimum because the original sales call with on 05/**/2014 was corrupted and could not be retrieved. [redacted] was advised that the 3-month free Multi-Room

DVR service could not be extended, so she requested it removed immediately. On 08/**/2014, [redacted] was advised that the credit for $240 discussed with the Sales representative on 08/**/2014 would be applied in 3-$40 increments this year, and the remaining amount would be applied starting May of 2015. [redacted] was advised that the online offer for the Triple play at $79.95 is the starting package and it is specified in the disclaimer that the packages and prices are subject to change without notice. [redacted] agreed to the credit resolution and

considers the claim resolved.

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. I still advised that Optimum does practice false advertisement by not advising consumers that they have different packages. She advised she will send that information to the marketing department. Hopefully that is true.

Sincerely,

Review: On May [redacted] 2014 we had a house fire lost our home and belongings.

I contacted optimum about this issue they asked for the return of equipment

I had to search the home for the burnt up equipment and they came to pick up.

The guy who came couldn't understand why they would ask me to go retrieve it. He called up optimum himself because he didn't believe it. After this I receive a bill in the mail for 800. Something dollars contacted them said I returned boxes don't understand they emailed back yes we received just disregard. Then on 8/** I have a balance of 93.02

I can't understand if I did not have arrive with them in a few months why I'm being charge they never broke down nothing sent it to a collection agency that's a letter we just revived in the mail that goes on my credit report I need to get a loan to rebuild and they didn't even send a notice in the mail before doing that.

It's not right how they treat people in a situation like this.

It's wrong normal places will notify you on why you need to pay etc.

please help me. I can't believe they would be so cruel without any notification. They know about my fire etc.Desired Settlement: I just don't need anything ruining my credit.

I don't want someone else having to go through this aggravation.

An apology would also be nice.

Business

Response:

Between 08/**/14 – 09/**/14, CECR has been unsuccessful in speaking with [redacted], however, has left messages with our direct contact information. On 09/**/14, an email was sent to [redacted] with our contact information and on 09/**/14, a No Contact

Letter was mailed to [redacted] apologizing for any inconvenience that he has experienced. The letter advised [redacted] that on 05/**/14, he was advised by Customer Service that there is no need to return the equipment and was provided the Fax Number and Address to submit his Police, Fire or Insurance report. Furthermore, the letter advises [redacted] that the 06/** and 08/** bills that were mailed to

him state “Your final balance is now due, and any equipment you may have, provided by Optimum must be returned. Failure to

satisfy your balance or return equipment may result in your account being assigned for collections” and on 07/** a Cablevision Representative left the customer a message advising him of the balance due. As a courtesy for the poor experience; credit of $93.02 has been applied to [redacted]’s account, leaving him with a zero balance.

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: Back on August [redacted] I made a payment of $ 404.61 to my cablevision account and there was an error with my bank and the payment was returned. So I contacted cablevison and they advised me since the payment would not be processed again I should make the payment by credit card. I now checked with my bank and besides the credit card payment they have now debited my account for an additional $ 404.61. I have requested on MANY occasions to have the payment put back in my account since I already paid it by credit card and they keep prolonging the process.Desired Settlement: I want the $ 404.61 that was taken out of my account to be put back into my account as I need to pay my other bills. I also want Cablevision the pay the overdraft fee that my bank is charging me due to this transaction. The overdraft free is $ 35.00

Business

Response:

Cablevision confirmed a refund for $404.61, was initiated on 9/*/15, to the customer's checking account and was pending confirmation/approval from the customer's financial institution. On 9/*/15, the customer confirmed with Cablevision that the refund was completed and would close the complaint with the Revdex.com.

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,