Chatmoss Cablevision, Inc.

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The issue is not the isolated instance that they are referring to, these types issues have been ongoing for yearsWe have found that an alternate ISP(previously no other ISP was available)and TV service provider and had it installed on 8/We will be discontinuing serviceI would like some kind of reimbursement for lack of service and money spent on my own equipment to try to prove that the issue was in the existing Chatmoss infrastructureI believe my bill has been around an average of per month for years84xis $10,Lets just say you provided all services (ISP and cable) at 90% of a month for which I paidthat comes $That does not include the or five modems and routers that I spent money on or the hours of time I spent troubleshooting the issue.I have degrees in IT and CEET so I am qualified. I think it is fair to say a reimbursement of $is more than fair to put this issue to rest
Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
So in other words you can't or won't fix the problem? I hope this is public on the site I've been told by Chatmoss and the owner that everything is ok As for weather the owner said it doesn't create a problemThere are no issues on my end So your saying that your service is not up to par? That we as customers should pay for sorry, poor or no service or we should leave? That's pretty pitiful for a company I've been complaining off and on for over two years and now you suggest over a website that I should go elsewhere? And as striving for good service, I've emailed over and over to customer service and hardly ever get a response I find it hard to believe that you blame poor service on problems other than you having to upgrade the system Your own tech service and techs admitted that to me personally My neighbor when she left Chatmoss for *** y'all told her she shouldn't go but yet you tell me I should look elsewhere ?That's what you call customer service? How can you even run a business when you basically put it as either pay for what we offer in poor service or leave I think you should take some of the money you talk from customers and update your service.
Regards,
*** ***

The customer lives off the road in a wooded areaWe found that our cable was broken by tree limbs in different locations. With temperatures changing the cable expands and shrinks making it hard to find. We spend a full day cutting trees limbs so we could get to the pole line
to find the problemsOnce the breaks were corrected, because of the surges with it going on and off, and amplifier was also found defective. I has not been and never has been a problem of us not having the parts to correct the problem

We have been aware of a problem in the area for a few weeks now and we have been working to get it corrected. Between several broken cables caused by fallen tree limbs and one caused by the cold stretching the cable, we believe we have finally found and fixed all the problems.  As of this past...

Monday, New Years Day, there have been no errors or slowing of service to this customers modem.  We are also working when weather permits to replace the coax cable with fiber optic cable to improve reliability.

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The issue is not the isolated instance that they are referring to, these types issues have been ongoing for 7 years. We have found that an alternate ISP(previously no other ISP was available)and TV service provider and had it installed on 8/31. We will be discontinuing service. I would like some kind of reimbursement for lack of service and money spent on my own equipment to try to prove that the issue was in the existing Chatmoss infrastructure. I believe my bill has been around an average of 125 per month for 7 years. 84x125 is $10,500. Lets just say you provided all services (ISP and cable) at 90% of a month for which I paid. that comes $1050. That does not include the 4 or five modems and routers that I spent money on or the hours of time I spent troubleshooting the issue.I have  degrees in IT and CEET so I am qualified. I think it is fair to say a reimbursement of $1050 is more than fair to put this issue to rest.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We at Chatmoss Cablevision strive to provide the best service possible.  At times due to weather related issues, computer issues in controlling channels, or problems arising from our providers, we can't always have perfect delivery of our cable or internet services.  We are an...

electronics based company and at times it fails.  We do our best to correct any problems that arise as soon as we are informed of them.  Unlike other companies, we do not require a contract for our services. The customer is free to have their services disconnected at any time.  There are several other companies in the area that offer the same services as we do.  We would rather have the customer happy with another company than unhappy with us.

Review: I've been complaining on and off for over 2 years. The internet is in and out all the time. Now for the last few months the cable is in and out. When it is on the channels pixelate. Sometimes so bad you can't even tell what is on the screen. When I call tech support they tell me they see the problem. When I talk to the local chatmoss people they complain about the tech people and also usually never see the problem. Even though though they complain about the tech support company thats who they tell me to call. Even the owner of Chatmoss told me face to face that he didn't think the tech support knew what they were talking about!! Why would a company use this tech support group then? Anyway, tech usually sees the problem and tells me. The local people seem to never see the problem. I came to wits ends a week or so ago. I sent in a email complaining and the lady that usually emails me back, "[redacted]", told me that since noone else on my street is calling that they didn't know what else to do??? I don't even know anyone on my street that still uses chatmoss except one other guy and I know he has trouble too. But he is a older man and typically from what I've seen stays out a lot. Also, doesn't seem the type to complain a lot. Even still, am I suppose to not get good service if I'm the only one having trouble? The only other person I know that had chatmoss left and went to [redacted] because she was having the exact same trouble I am.

I'm sick of the trouble, sick of the headache it causes just to try and get decent service. I'm tried of the poor customer service. I've tried my best to stay a customer because when we built this house chatmoss wired the house for free. Because of that I felt I needed to stay. But, enough is enough. I run an at home business I NEED reliable service. Two weeks ago the owner came to my house. He told me then that the cable atleast was fixed. The internet however they didn't understand why I was having trouble. Well, the internet was out last night and no cable today. I was on the phone again with them trying to get that fixed. It seems the only thing they do good is send out bills....

I even told them I was filing a compliant weeks ago. I guess they are not worried about it. But after getting [redacted]'s email about how since noone else was calling that they didn't know what else to do.... I was done. As a note I find it hard to believe that a cable / internet company doesn't have anyone else calling about compliants. It seems cable companies and wireless companies these days are among the most complained about businessess.

Even this morning when I called about the cable she tried to tell me it was my dvr box. Until, she tried watching the channels in the office and they were out also. Just like my internet the owner and techs try to say its my router. I went and bought a $100 router and still same trouble. So, I'm out a $100. Then when that wasn't it the owner tries to tell me I need to change the channel in the router. I mean, come on! As a note the channel was set to auto to avoid such issues but still I did change the channel. Did Not Help....

I would not recommend Chatmoss Cablevision to ANYONE!Desired Settlement: Fix what I am paying for. If I'm paying 100% of the bill I want 100% service. No excuses. Fix it. I don't see how a single company can have so many issues. The tech support that they use and complain about have told me several reasons why I'm having trouble and that Chatmoss knows of these. But, Chatmoss is always clueless...

Business

Response:

We at Chatmoss Cablevision strive to provide the best service possible. At times due to weather related issues, computer issues in controlling channels, or problems arising from our providers, we can't always have perfect delivery of our cable or internet services. We are an electronics based company and at times it fails. We do our best to correct any problems that arise as soon as we are informed of them. Unlike other companies, we do not require a contract for our services. The customer is free to have their services disconnected at any time. There are several other companies in the area that offer the same services as we do. We would rather have the customer happy with another company than unhappy with us.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

So in other words you can't or won't fix the problem? I hope this is public on the site. I've been told by Chatmoss and the owner that everything is ok. As for weather the owner said it doesn't create a problem. There are no issues on my end. So your saying that your service is not up to par? That we as customers should pay for sorry, poor or no service or we should leave? That's pretty pitiful for a company. I've been complaining off and on for over two years and now you suggest over a website that I should go elsewhere? And as striving for good service, I've emailed over and over to customer service and hardly ever get a response. I find it hard to believe that you blame poor service on problems other than you having to upgrade the system. Your own tech service and techs admitted that to me personally. My neighbor when she left Chatmoss for [redacted] y'all told her she shouldn't go but yet you tell me I should look elsewhere ?That's what you call customer service? How can you even run a business when you basically put it as either pay for what we offer in poor service or leave. I think you should take some of the money you talk from customers and update your service.

Regards,