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Cincinnati Bell Inc.

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Cincinnati Bell Inc. Reviews (136)

September 29, 2014
[redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your fioptics order.
After reviewing the notes on the account, I do see the order that was placed...

on August 29th with service due September 12th for the fioptics upgrade.  The order could not be worked on that date and you should have gotten a call from the Residential Service Center.  I see notes where you called in on September 26th questioning the order and you were told that the soonest due date was October 24th.  I do apologize that the date was pushed out that far and that we were unable to get you a sooner due date.
I will be sending the information to management for coaching and training for the representatives to prevent this from happening again.
Please keep in mind that you will need to return your equipment to a Cincinnati Bell retail store or you will be charged the $[redacted] fee.  We do not send a tech out to get the equipment.  If you want to mail the equipment the address is [redacted]
I have credited your account for ** days of service; the credit amount is $[redacted].
It is never Cincinnati Bell’s intention to dissatisfy our customers.  On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone

October 6, 2014
[redacted]
[redacted]
[redacted]
RE: [redacted]
Dear [redacted],
Our records indicate that the store manager contacted you concerning this complaint and has resolved your issues.
Cincinnati Bell does apologize for your poor experience....

We appreciate your feedback and it will be used for training and coaching purposes.
Cincinnati Bell considers this complaint resolved.
Sincerely,
[redacted]
Executive Care
Cincinnati Bell

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I would like to thank Melissa for her response. I am waiting for answers from her team members that she requested. When we hear from them, I will hopefully be able to mark this complaint as being resolved.I appreciate the reduced rate. However, as I mentioned before download speeds below .5 mbps basically render the internet un-reachable. And I am not talking about high bandwidth applications such as [redacted] or [redacted]. Just banking and investment sites like [redacted] and [redacted].On 9-6-2017 I ran 15 surf speed tests. I have uploaded the graph. As you can see only 5 of the 15 were above 2.0 mbps. 6 tests were below .5 with 1 as low as .2 mbps (No Internet service). Hopefully CB with view this as an "outage" or "broken" and take what ever steps needed to fix it. I have been a CB customer for a long time and I can't believe they would provide service as bad as this or knowingly let it go unresolved.I look forward to a acceptable response to reconcile this issue. All CB employees that I have interfaced with have been very courteous and professional.
 
Respectfully,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

September 5, 2014
Mr. [redacted]
 
RE: [redacted]
Cincinnati Bell is responding to your Revdex.com rebuttal.
It seems that this error was a timing issue. [redacted] still had your old phone number at your previous address registered as active with Lifeline. This is why it said you already had a service with a Lifeline discount active in your name when we ran the application for your new address.
We ran your application again and they approved this time. We have already placed the Lifeline discount on your account.
It is never Cincinnati Bell’s intention to confuse or frustrate our customers. On behalf of Cincinnati Bell I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

September 5, 2014
[redacted]
[redacted]
[redacted]
RE: Fioptics Account #[redacted]
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your internet and cable.
In reviewing your account, I have found that you have...

been given multiple credits for your video services this month.    The current adjustments that have been applied to the account are as follows:
8-29-14 Outage Credit                    $[redacted]
8-27-14 Courtesy Credit                  $[redacted]
8-27-14 Courtesy Credit                  $[redacted]
8-27-14 Late payment fee               $[redacted]
8-18-14 Courtesy Credit                  $[redacted]
I have checked with the repair group and they have agreed to issue an additional credit for $[redacted] for Data issues in August.
At this time Cincinnati Bell does not feel you should receive any further credits for the video service.  We only offer credit for the documented time down.
Cincinnati Bell made a corporate decision to outsource some of our call centers.  All call center employees working on behalf of Cincinnati Bell are given the resources and training required to resolve customer issues.
It is never Cincinnati Bell’s intention to upset or frustrate our customers.  On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone

October 8, 2014
[redacted]
[redacted]
[redacted]
Re: [redacted]
Dear [redacted],
Cincinnati Bell does apologize for any technical issues that you have been experiencing. Several Cincinnati Bell Repair supervisors have left multiple voicemail messages in the past 3...

days. Our records indicate that you have not returned their call.
If you are still experiencing problems – please call [redacted] and select option 4.
It is never Cincinnati Bell’s intention to upset or frustrate our customers. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
Sincerely,
[redacted]
Customer Care
Cincinnati Bell

September 3, 2014
Mr. [redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
Upon investigating your account I have found that the representative that placed the order giving you the 24 month...

promotion wasn’t aware they were putting you in a contract.
I apologize and I have sent training in for the representative.
I have removed the contract from your account but kept you at the same $[redacted] per month price until 10/12/15.
I understand you are having speed and service issues with your internet. Since this contract is now removed you could upgrade your internet. We have 10, 20, or 30 MB speed available at your address now. If you are willing to try a speed upgrade with us this could resolve the issues.
If you would like to upgrade your speed please call [redacted] to proceed. Please note though that upgrading the speed could increase your monthly price.
It is never Cincinnati Bell’s intention to confuse or frustrate our customers. On behalf of Cincinnati Bell I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Agent
Cincinnati Bell Telephone

[redacted]
[redacted]
[redacted]...

[redacted]
RE: Fioptics Account# [redacted]
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning your Fioptics account being referred to a collection agency.
In reviewing your account, I have found that $[redacted] was referred to a collection agency on June 18th.
According to our records that amount was paid July 2nd.  According to our records there is no balance on this particular account #.
However I did find another account in your name, Fioptics Account #[redacted].
 This account was denied on June 27th at that time $[redacted] has been sent to an outside [redacted].  Their contact telephone number is [redacted] please reference Account # [redacted].
You have been billed for equipment the equipment needs returned to a Cincinnati Bell Retail Store so that it can be credited to your account.
Once the account is paid in full please feel free to call the Residential Service Center and set up new service at [redacted].
It is never Cincinnati Bell’s intention to upset or frustrate our customers.  On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone

I'm still not completely satisfied, and realize this isnt going anywhere. I'll be cancelling my services soon.
 
 
 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]

September 30, 2014
[redacted]
RE: [redacted]
Cincinnati Bell is responding to the rebuttal you filed with the Revdex.com.
I have reviewed your account and the promotions are on the account.  The adjustments have been made to your current bill.  You need to pay $[redacted] and next month the bill will show any additional credits that have been applied.  Once you pay the $[redacted] you will not have a payment due till October 25th.
If you have any further questions regarding your bill please contact the Residential Service Center they handle all billing questions there phone # is [redacted].
Thanks,
[redacted]
Executive Care Representative
Cincinnati Bell Telephone

September 16, 2014
[redacted]
[redacted]
[redacted]
RE: Cincinnati Bell Telephone – [redacted]
I am responding to the complaint that you filed with the Revdex.com concerning your internet service.
After reviewing your account further...

and checking with the technical support repair group you are in a congested area so that slows down the speed.  At this time there is nothing that we can do to guarantee that we can increase the speed.
Per our High Speed Internet Access – Terms and Conditions of Service, Our Zoomtown Service comes in a variety of speeds.  Cincinnati Bell does not guarantee the speed of the service.  The availability of some service speeds may depend upon the location of facilities in your neighborhood and on your street.  Not all service speeds are available in all areas.  The actual speed realized by the subscriber may vary based on a variety of factors including, but not limited to: the capabilities or limitations of the customer’s computer or other device; the number of computers or other devices in use in the customer’s home network; the means of connecting to the Cincinnati Bell Network (e.g., the condition of the home’s inside wire or type and condition of Wi-Fi router); the distance of the home from the Cincinnati Bell Broadband Network Aggregation point; and the performance of the content and application providers the consumer is accessing as well as their host network.
Cincinnati Bell advertises Zoomtown speeds up to 5Mbps.  This information can be found on our website.  WWW.Cincinnatibell.com.
At this time there are no plans to update the Equipment in your area to Fioptics.  I have added your name to a list and you will be notified if and when Fioptics becomes available in your area.
It is never Cincinnati Bell’s intention to dissatisfy our customers.  On behalf of Cincinnati Bell, I apologize if you feel we have done so far in this matter.
[redacted]
Executive Care Representative
[redacted]

Hello-
this consumer is not a subscriber of [redacted], but [redacted].

September 8, 2014
[redacted]
RE: Cincinnati Bell Wireless Account # [redacted]
Cincinnati Bell is responding to the complaint that you filed with the Revdex.com concerning the increase on your Cincinnati Bell Wireless Account.
Cincinnati Bell...

constantly strives to offer competitive rates in the growing wireless market. Unfortunately at this time it is necessary to make some modest increases to cover rising costs and continue to offer you the level of service that we are proud to provide.   We are advising customers that it may be beneficial to transition your service in the 4th quarter of the year to take advantage of the holiday promotions.
In reviewing your account I have found that your promotions have expired which increases the bill by $[redacted] a month.
On August 1st a $[redacted] fee was added to all Cincinnati Bell Wireless Accounts to cover the maintenance fee.  The maintenance fee
I do see where there was an adjustment made to your account for $[redacted] for this current bill.  Going forward we will not be able to make any further adjustments or be able to honor any more promotions.
Please note that [redacted] has purchased our wireless spectrum.  If you go to one of our Cincinnati Bell Wireless stores you can get pricing from [redacted] they are currently selling [redacted] service in our stores. 
It is never Cincinnati Bell’s intention to upset or frustrate our customer.  On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.
 
I view it very unprofessional that I was slipped into this agreement by an employee at the store. I was not made aware of what it was. I would not have agreed to it. I was with Cincinnati bell because it didn't require a contract of any sort. I did my best to avoid it at all costs and your employee flat out deceived me. If you were to view my wireless history I was never in any agreement before that point and I do not intend to pay for one of your employees being deceiving. 
Regards,
[redacted]

September 3, 2014
Ms. [redacted]
[redacted]
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your Revdex.com complaint.
Upon researching your account I have found that between April and May you were issued a total of $[redacted] in credits for...

your service issues. The issue was resolved in April.
This amount is what was approved by the supervisors in our Technical Support group. No other credits can be authorized.
Your service was suspended on 8/5 for non-payment and cancelled on 8/27 since no contact or payment was made.
To reactivate your service the full final bill of $[redacted] must be paid and a new service order would have to be placed since the account is now final.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
The response is the same one we get when we get through. We have been put on hold, had to go through Revdex.com and just work harder than we needed to for a service. We tried in August to get through so we could work on new promotions. Our representative [redacted] has been no help as well lied to us about the swith being better than [redacted]. We have been disrespected and cheated out of our hard in money as they want us to pay $[redacted] for this past month and will not go to the $[redacted] of the promotional. We are offered to have $** dollars taken off bill next month but what about the other ** dollars or even offering to be better and not make us go through all this stress. Then we do not get the $** dollars off for a referral. I am just disappointed in lack of compassion or caring about the customer. The representative called and instead of leaving a number to contact them to settle but no we are given another number to be put on hold.
 
All I want is the month of september brought back to $[redacted] or if I pay the $[redacted] then October is paid as well. Then in November , we start at the $[redacted] going through.
 
Thanks,
[redacted]
 
[redacted]
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

October 21, 2014
[redacted]
RE: [redacted]
Dear [redacted],
Cincinnati Bell has responded to your complaint already via our Media relations team.  Your account was reviewed by a Repair supervisor and all appropriate credits have been given. No further credits will be given.  This has been explained to you already.
Cincinnati Bell apologizes for your technical issues. There are some limitations within our Network. There is nothing else we can do at this time. If you are not satisfied with your Fioptics from Cincinnati Bell you may want to look for another service provider .Cincinnati Bell would hate to lose your business but we would understand.
Cincinnati Bell considers this complaint closed.
Sincerely,
[redacted]
Customer Care
Cincinnati Bell

September 3, 2014
[redacted]
RE: Fioptics Account# [redacted]
Cincinnati Bell is responding to the complaint that was filed with the Revdex.com concerning the Fioptics Account.
In reviewing your account, I have found that service was requested to be cancelled on your billing date of June 20th.  The system did not cancel the account till June 23rd. 
I have issued a credit of $[redacted] to the account and requested that a refund check be mailed to the address on the Revdex.com complaint in [redacted].  Please wait 10 business days and you will receive a refund check in the amount of $[redacted].
It is never Cincinnati Bell’s intention to upset or frustrate our customers.  On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter.
[redacted]
Executive Care Representative
Cincinnati Bell Telephone

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