Cablevision Systems Corporation

Review: The [redacted]-Cablevision sales stop by my house for product purchase on 10/**/2014. We agreed withe the term and sign the order. The Sales sent the order to my e-mail and confirm the order.

In the order includes StarzEncore program, but add special sport program that I was not ordered.

Since the date of installtion, 10/**/2014, I have no Starz_encore TV at all. I called them, the customer servuce personnel indicate the order is over promise, refuse the order.

I made a few calls to my sales [redacted] -###-###-#### and [redacted] Customer service. Sales agreed, but the program is still no available. Sales said the company refuse offer the TV Starz program.Desired Settlement: 1. deliver the StarZ program to my TV set

2. Compensate for loss of StarzEncore program.

Business

Response:

On 11/**/14, the customer was contacted to discuss his recent complaint. The customer was provided an apology for the misinformation regarding the free Starz and Encore and Extended Dialing Plan onhis order. As a courtesy the customer was offered both the Extended Dialing Plan for 2 years and the free Starz & Encore for 1 year. The customer was also advised that at the time of the sale he was provided with a copy of the sales order form that he signed, the form advises he would be charged for a Sports Programming surcharge. The Customer acknowledged the charge on the form and advised he is not in dispute of this charge any further. The customer was happy with the outcome and advised his issues had been addressed.

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 am a former Optimum customer that switched to a different Cable TV/Internet/Phone service provider. As a former customer, Optimum generated two invoices that did not have my final correct balance as they made some late credits for equipment returns. I made an estimated payment with what I thought I owed. Optimum failed to generate an invoice or statement with my final balance and immediately referred the balance to a creditor without even providing a final balance.

Each of the previous invoices had charges that included equipment charges and were confusing to figure out what I actually owed. To minimize charges, I made an estimated payment with what I thought I owed. I never received anything else from them with an updated balance or invoice. After a month, I received a statement from an unknown creditor [redacted] stating I owed $14.44. Not knowing if this is a legitimate creditor trying to trick me into making payments to them, I called Optimum directly. After speaking to a billing representative for over 20 minutes, they stated that they could not generate an updated invoice with my balance and that they couldn't provide me with a statement. Her additional response was that I should be able to figure out what I owed by figuring out what I should have been credited if I returned the equipment (in other words a guestimate). Frustrated, I asked for a [redacted] and after holding for about 15 minutes, he reiterated the same thing and stated I should go to the Optimum store. I explained to him that Optimum should be able to send me an updated invoice before referring this out to a creditor and that this is an unfair business practice.

Sitting here and reflecting, Optimum's billing practices are unfair as they are not providing customers with a final corrected bill. They leave customers guessing what their final balance is. I've seen this with other vendors in the past and it has come back to be an issue for me in my credit history where even if I have paid, they have left me with no proof. I feel strongly that Optimum needs to provide via mail, email, or through their billing reps a manner to provide a customer with proof that they have paid and that their balance is at zero. The [redacted] kept telling me that I could pay over the phone, but he would only be able to give me a confirmation number and could not provide any confirmation either via email or in writing that I made my final payment and that my balance is at zero.

In order to take care of this after 45 minutes on the phone, I would need to go out of my way to the Optimum store to pay this amount and get receipts and proof.Desired Settlement: Optimum should be forced to generate a corrected invoice for a former customer with the final balance if there were any payments or credits on the account. The customer should be able to have proof of what their final correct balance is before Optimum sends this out to a creditor. In addition, if a customer calls a billing representative, they should be able to generate a final statement and if the customer pays they should be able to send an email with the updated balance and payment confirmation.

Business

Response:

The customer

disconnected service on 4/**/14, and received a final

bill in the amount of $1119.44, which included an equipment charge for $1015.00

and service charge $104.44, due on 5/**/14. The customer returned the equipment

and made a payment of $90.00 on 5/*/14, leaving a balance of $14.44. The

customer’s account was written off 30 days after the final bill and referred to

a Collection Agency 10 days after write-off. The customer was advised on his final

bill that failure to satisfy the balance or return equipment may result in his

account being assigned for collections.

Cablevision does not generate any additional bills after the final bill

has been generated and the customer was correctly advised that in order to get

proof other than a confirmation number making a payment at the walk in center

would be the only way to receive a receipt.

As a courtesy to the customer a lettered was mailed to the customer

showing that he has a $0 balance on his account.

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,

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: 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: 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 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: 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: 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 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: 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 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: 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: 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: I receive mail communications at least 3 times a week from this company. I have called 4 times to remove myself from their advertising mailing list. Each time I get transferred to an automated system that prompts me to enter my phone number to be removed. I have been doing this for the past 6 months to no avail. My mailbox is completely cluttered with mailings from this company and it is bordering harassment at this point.Desired Settlement: I would like these mailings to stop. I know how to contact [redacted] if I choose to use their services.

Business

Response:

On 12/**/15, a Cablevision specialist spoke to [redacted] advising that her name and address have been removed from our mailing list. She understands this will go into effect within 30 days. An apology was offered for the poor experience and she was provided with our direct contact information should she have any additional concerns. [redacted] is satisfied.

Review: On 6/*/15 I called [redacted] about my internet service outage. They told me it was from a CAS alert for copyright infringement. After 45 minutes of trouble shooting, they said I would have to speak with the "security" department for assistance and that they weren't opened until tomorrow. I called the "security" department, actual name is shared services, and they told me I needed to speak with the general customer service group and didn't need to have called them. They checked that the block was off and told me it would be working when I got home. They also had me change my wireless password and took my email address to make sure I received the alerts so I could investigate and challenge as needed. The told me the violation happened on 6/*/15 for a file called the gambler (violation #[redacted]) It wasn't working when I arrived home and I had to call back again. This time the call center unlocked me and issued me a $6 credit for service lost. On 6/**/15 I received the exact same alert for the same exact violation #[redacted]. I called customer service and they wouldn't even look into the duplicate violation. I called customer service back to be transferred to shared services and it took me 30 minutes and a supervisor to get transferred because now today everyone wanted to "help" me with my problem and start the process all the way back over like I never called originally. When I finally connected with shared services she said the account was already unblock and that I didn't need to have called in. I also asked why am I receiving duplicate violation and being blocked. she told me they do that to get in contact with me to follow up from our previous call back on 6/*. She verified that I hadn't received any additional violation and that the second block was just procedure. This was a complete waste of my time first the blockage without cantacting me or alerting me to a possible issue. Then the customer team was un helpful by providing in accurate information. The department that could help me wasn't available and appearently wasn't even needed, I could've just waited but no one told me that they just wasted my time transferring from department to department and finally to a closed department. Then instead of a email or telephone follow up, they block my service again just to get a hold of me and check on if the corrective actions we discussed were implemented. Cablevision clearly hasn't any respect for my time and doesn't even have a fluid policy in place for dealing with these issues. In total I had to pay $50 for internet access at a library to complete business on 6/* plus 2.5 hours of my time for the first blockage then an additional 1.5 for the duplicate blockage. And all I received was $12 in credit. There is no other cable provider in my town so Cablevision feels they can pull these types of bush league moves. If there was open competition these guys would be dumped and run out of town by now.Desired Settlement: I want a credit for my time wasted $12 isn't sufficient. My bill continues to increase year after year and the service never improves. and every time there is an issue they over some marginal credit that doesn't even offset taxes charged every month. [redacted]/cablevision needs some competition in town so they can get dropped.

Praying for [redacted] to come to town.

Business

Response:

On 6/**/15, the customer was reminded he was provided several notices regarding [redacted]’s high speed internet agreement before being interrupted; however, was offered an apology for the poor experience. [redacted]’s high speed internet requires compliance with all applicable laws and specifically prohibits the use of the [redacted] system for copyright infringement. Furthermore, it is [redacted]’s policy to suspend or terminate, in appropriate circumstances, [redacted] High Speed Internet if a subscriber is found to infringe third-party copyrights or other intellectual property right. After the initial contact, several additional messages were left for the customer; however, have been unreturned. A no contact letter has also been sent (see attached).

Review: I recently called Optimum Cablevision on the [redacted] of October of 2014, after paying the minimal amount due, which was $218.38. My bill had recently increased because my promo ended, and I told the customer service rep. that I could not afford such an expensive bill! The representative told me she could help me lower my cable, internet, and phone bill. So we down graded to just 100 channels with no more special channels like HBO/ENCORE. I was told that conversation was recorded! I received my recent bill on October **, 2014, and a special ESPN GAMEPLAN was added on the [redacted] of October 2014 to my cable plan, causing my entire bill to increases from $436 to $570! it has only been two weeks since it was added, and I called Optimum Cablevision to kindly removed the ESPN pkg. because we never intended to order it, and its too expensive because I receive disability, and MY FAMILY CAN NOT AFFORD IT! And no one watches sports at my home! all the years we had cablevision we never ordered any packages, especially sports! Optimum said they could only credit me $50 back and there's is nothing I can do to get rid of the ESPN pkg. This ESPN pkg could have been accidently added somehow, but how can a company force you to keep a product you don't use? There were times in the past when I wanted to order new movies which only cost $5, and because I have a past bill due, cablevision would not allow it! But somehow after I called to lower my bill, this ESPN pkg was added quickly with no questions or limitations! I am tired of companies like this that can increase fees, and get over on the small people, because they have no competition! After this ESPN pkg was added I was told I could put a code on these special channels to prevent accidental add on, but there are many channels, and it seems like a scam that even a child can order something without knowing how to read! can you pleases help me again? if not my family and I are vowing to warn all are family & friends, and not use this dogmatic company!Desired Settlement: its only been two weeks, and so I want these fees & ESPN pkg off my bill! And Optimum Cablevision needs to have more protocol added, because any one can add on, or take off at the press of a button! I do have a toddler, and if a toddler can order without limitation, there is something seriously wrong! I am questioning who really made this mistake cablevision or me?

Business

Response:

CECR advised customer that the ESPN pkg was order remotely and was offered a one-time credit of $50.00, which the customer accepted

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,

Review: I recevied a promotion in the mail (subscriber offer#[redacted]) offering a "triple play" (phone, TV, internet) for existing customers at the price of $99.85 per month for one year. When I called to get this offer, I was told the letter was sent our in error and they would not honor the price. I asked to speak with a [redacted] and they advised of the same and refused to give me the offer.Desired Settlement: I would like to be given this promotional price, as they letter they sent me offers.

Business

Response:

Multiple attempts to contact [redacted] between 10.**.2014 and 10.**.2015 have been unsuccessful. A No Contact letter was sent to [redacted] via U. S. Postal

mail on 10.**.2014.