Fibervision FL Reviews (%countItem)
Fibervision FL Rating
Address: 7265 SW Highway 200, Ocala, Florida, United States, 34476-7055
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+1 (352) 854-1829 |
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www.lightningspeed.net
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Lost AirPods
On April 10, 2020 my son and I visited my dad to help me with his computer issue. Since we were unable to fix the problem, my dad contacted FiberVision for extra help. My son had his AirPods second generation in his pocket. As he bent to check the computer cables, those AirPods fell out on the bedroom floor. I picked them up for my son and placed them on the dresser in the same bedroom. The tech came and worked on that same computer in the same bedroom. It never crossed my mind to grab those AirPods. The tech kept going back and forth from the house to his car. Still I didn't think to check the dresser. As the tech finished the job, my son asked for his AirPods. I told him I left them on the dresser. The tech then quickly asked for a signature and walked out of the house. At the same time my son came back out the room to tell me he couldn't find them. I reiterated that I did place them on the dresser. My dad reported that he did see them on the dresser. He thought they were a floss since they were in a white case. All three of us looked everywhere, turned the room upside down and couldn't find them.
I then decided to call FiberVision to report the incident. The customer service agent assured someone would call me in the morning the following day. Saturday came and no one did. So I called them again and explained to them that I just wanted to check with the tech, I didn't want to accuse him or get the police involved but wanted to retrieve my AirPods. Again she told me someone would contact me on Monday. Someone did and left a message. I tried to call back but it became a cat and mouse game. So I enlisted my wife to call since she wasn't at work.
My wife called the manager on April 16, 2020 around 1pm. She explained the situation. He, the manager, told my wife that he would look into it. Twenty minutes later, he called my wife back to inform her that he supposedly just contacted the tech and denied taking them. Also, there was nothing else he could do. My wife reminded him that I had filed a complaint on Friday so how come it only took him 20, 20 minutes to conduct an investigation. Furthermore, she said, "did you really expect him to admit that he stole them". He said that he had never received a complaint before so my wife said "well maybe it's because he has never seen AirPods laying in plain view on a dresser before". The manager, Ben, even accused my wife of lying about the incident. He didn't care at all about finding a resolution.
I know for a fact that I placed those AirPods on the dresser. There were on four people in the house at that time, my dad, my son, the tech, and myself. My dad saw them as well as the tech. Surprisingly my son has not been able to locate them through the locator app, which means that someone else disabled it. That further convinced me that the tech stole them. Yes I didn't want to accuse him at first but to work things out. Since Ben is covering up for his employee, I am fine accusing the tech of theft.
All I wanted was to retrieve my son's AirPods and still do. He received them as a Christmas gift and now they are gone. Shame on the tech, FiberVision, and the manager, Ben.
I just want my son's AirPods back. Nothing more.
On April 10th, a technician was dispatched to Mr ***'s house to resolve an internet issue. He completed his work around 3:00 pm. Nothing was mentioned to the technician about the Airpods at that time. At approximately 6:30 pm, Mr ***'s son called in to report that the Airpods were on his dresser and now they are gone. Another call came in on Sat at which time the supervisor called him back but did not get an answer so he left a voice message. The supervisor tried calling several times on Monday to no avail but was then given another number to call. Upon calling the alternate number, he first spoke to the grandson who asked him if he had seen his Airpods. A woman abruptly took the phone and began speaking very loudly and accused the technician of being a thief but acknowledged there was no proof of such theft. She also admitted that the Airpods kept falling out of her son's pocket at which time the supervisor asked if they had looked behind and under the dresser or in the yard. She became more angered and told the supervisor that she wanted the cost of the Airpods taken out of the technician's pay. The supervisor advised her that extensive background checks are completed on all technicians and that FiberVsion has a very strict policy regarding clean background checks because the company understands the importance of this. He also explained that this technician has worked for FiberVision for many years and has never been accused of theft. The woman hung up on the supervisor. Please note, the supervisor has spoken with the technician and documented the incident. The technician stated that he never saw the Airpods nor heard any discussion about them while he was there.
We are very sorry for this unfortunate event.
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is full of inconsistencies and lies. First of all, why would I ask the tech for AirPods before he left when I didn't know yet they were missing? Like I previously stated, my son asked me about them as the tech was leaving the house. I didn't think that he had already stolen them. Had I, I would have confronted him at that time. Second, I called and reported them missing not my son.Third, I had to call back on Saturday morning because I didn't receive a phone call as promised. Fourth, don't try to make my wife the "angry woman". The issue is with your tech. She told the phone away from our son and introduced herself to you. Then she explained the situation to you. You then told her that you were going to check with the tech and give her a call back. The call was on speaker, my son could also hear the whole conversation. You never for once stated that my wife was being loud. She thanked you before the call ended.
You then called her back twenty minutes later to report your conversation with the tech. Again the call was on speaker and my son was listening in. You told her that the tech denied seeing the AirPods on the dresser. My wife's answer was:"Do you really believe that your tech was going to admit that he actually saw them?" Then you claimed that maybe they fell behind the dresser. My wife restated that they fell out of my son's pocket once and I picked them up and placed them on the dresser. She never said that they kept falling out of my son's pocket.
She got frustrated with you when you insinuated that we were lying about the whole situation. She even told you that we never had to make such claim before against any tech. We had plenty of techs servicing our house (cable, internet) as well as plumbers, cleaning service. We never, never had to report any theft.
When you suggested that no one ever filed a complaint against the tech, she replied "maybe it's because no one ever left their AirPods in plain sight for him". You kept making excuses for your tech. You didn't take our complaint seriously from the start. You didn't call that Saturday when you were supposed to. You didn't take time to conduct a thorough investigation. Like I said, you called my wife back within twenty minutes just to tell her that you talked to the tech and he denied it. My wife even pointed that to you. You kept saying there was nothing you could do because you totally believed your tech. She then suggested you docked his pay for those AirPods because we truly believed that the tech stole them. He was the only outsider in the house besides my dad, my son, and myself.
We don't need to make up story like that just to get free AirPods, something that we can afford and already purchased. It is all about principle, making people responsible for their actions. We know he stole them and wanted him to be held accountable. I agree with my wife when she told you that you were rewarding your tech for stealing our stuff.
To tell you the truth I didn't expect more from you considering the way you handled the call with my wife and your unwillingness to admit that your tech did steal those AirPods. I was there, I know what and how it happened. No lies, misrepresentation of facts from you will change that. You along with your tech certainly didn't represent your company well. Just like my wife stated on the phone, I am glad we won't ever have to deal with your company. I guess there is a reason you have such low ratings after all.
Keep on promoting/rewarding bad behavior in your company! It suits you very well.
We understand your frustration and concern. We take every complaint very seriously and conduct a complete investigation. However, there is no evidence of this theft and no Airpods found during such investigation. We have made no excuse nor minimized this in any way. We stated the facts according to our records and completely understand why all parties would be angry when losing something so important, regardless of how it happened. We certainly did not intend to disrespect anyone and regret you perceived it in that manner. Nor would We employee someone with a questionable background. In fact, this is why we choose to use employees rather than subcontractors for in-home service, to ensure thorough background checks are completed on all potential employees. We also have a zero tolerance policy for theft and other crimes in the workplace.
If you feel that a crime has taken place, we suggest you report it to the proper authorities. We will be happy to cooperate with any investigation.
Not able to get the service I signed up for.
Have no service at all sometimes and when we do have it can't run but a few at a time. Try to call get recorded message try again later, I know I signed a 2 year contract but they are not providing the service they said they would I have had them to my house to check my stuff out, I've tried calling them 3 times today and only get call back later. And I'm done with them.
Since they can't provide the service they said they would I want out of my contact.
Our last service issue at this address was called in on March 18, 2020. We arrived shortly thereafter to discover the customer had accidentally cut a wire which connected to the modem providing his internet service. We replaced the wire and internet service was restored. Other than maintenance we've conducted due to the current situation in order to configure our system for increased bandwidth to all customers, we have no documented issues. Our Internet management tools show great signal to his address. We are glad to send a technician to resolve any local issue he may be experiencing.
Problems with contract renewal and termination fees along with service interuptions
We have been customers of Fiber Vision since Jan 2017 and have become unhappy with the service due to intermittent outages and equipment problems.
In 20192 we decided not to renew our 2-yr contract with Fiber Vision; we were told the the contract renewed in the first week of Sep. 2019. We went into their office at Del Webb in late Aug. 2019 to cancel and were told that the contract had automatically renewed the week before (apparently they gave us a wrong date initially). We had not received any type of advanced notice that our contract was about to be renewed.
Since then we have had problems with both our TV and our Internet service. In Dec. 2019 the DVR box had to be replaced twice and most recently on the morning of Feb. 16, 2020 at about 5 a.m. we discovered that our internet was out . Our Internent service was out the entire day and was still out when we went to bed about 11p.m. This is for us the last straw.
On Feb. 17, 2020 I called Fiber Vision and asked to speak to someone who could waive the Early Termination Fees. The Agent I talked to would only say that Fiber Vision would not waive any fees. She also said the contract stated that automatic renewal was allowed and though the contacts states an annual renewal that we were obligated until Aug. of 2021, and refused to connect me with anyone who could actually help me. Does "24-month contract with automatic annual renewal" (as quoted from contract mean another 2 years extension?
We very unhappy with the service and feel that we are not receiving the service we are paying for.
We want to cancel our contract and have the early termination fees waived.
We canceled our service with Fiber Vision and they did waive the Early Termination Fee as requested.
Absolutely the WORST cable service ever. They don't deserve to be called a company. Constant pixalating, dead voice for indefinite periods of time, and nothing on miscellaneous channels for hours at a time. This provider NEVER follows up on service calls or messages left, and their equipment is from the black and white TV era. When the contract was signed, the "promise of improved service" should have been in writing, because it is now the worst it has ever been. I am going to move, and the early termination fee's they propose are not spelled out in the contract, and are added onto the $60.00 fee in the Early Termination section of the contract. Their favorite excuse for failure is "the signal comes from Orlando" or "There is a new tower being built", both of which is irrelevant to the customers. NO CREDIT is allowed for service(s) that are down for hours at a time. I finally gave up on calling.
Ms. has been our customer since 2005 and we are very familiar with her concerns. Her complaints about poor reception were in regard to 3 specific channels that carry some of the older TV programs. Unlike other cable channels, these programs are delivered to us "off air" from their broadcasting location (Orlando) to our Ocala tower.
We would prefer not to offer these channels on our channel line-up because they are not delivered to us with a strong signal from the networks. However, in order to carry the networks themselves on our channel line-ups (ABC/NBC/CBS/FOX) we must also carry and pay for these side channels. The networks do not concern themselves with how poorly the signals on these "step-channels" perform, but we do. We realize that from a customer's perspective, we are the one providing them with a poor signal on these few channels. We have spent thousands and thousands of dollars on our own tower, doing everything possible to improve the minimal signals received from the networks. We completely understand our customer's frustration, because we must pay ridiculous monthly fees to the networks for these channels regardless of whether they can deliver them to us in a format our customers can enjoy. Additionally, we must pay the monthly fees for all our TV customers no matter how poor the signal or whether the customer would actually want to receive that channel.
We realize that the way this business works can be confusing, but our explanations to Ms. were true and accurate. Unfortunately, the networks are only concerned with maximizing their revenue, charging cable providers exorbitant prices for "off air" channels that used to be free. And in the case of the few channels received in this way, ("off-air" tower to tower) there is absolutely nothing we can do to improve a signal that is sent to us poorly or not at all.
Thankfully, we were able to provide hundreds of other channels in clear, beautiful high-definition without interruption. We hope that the above provides a clearer explanation of why these specific "sister channels" were problematic. We have been and will continue to pressure the networks to either provide us a strong signal for our customers or allow us to drop these "off-air" channels altogether.
I cannot get equipment that works properly.
Everytime I call about a problem they send a different tech who says the one before them was wrong and they are right. I am trying to get a router owned by Fibervision replaced because the one we have is not working properly.Now they are telling me I will have to pay extra for a new one per month because they changed their equipment. If they have a faulty router that we have been telling them about why should I have to pay them extra. I am not asking for anything fancy just a working router that was working and now is not. It's bad enough that I have to wait a week for someone to come out for service but they send techs who are not properly trained and have to call and get instructions over the phone on how to set up equipment and hopefully solve a problem.
A working router at no extra cost
First of all, we regret that our customer feels that she received conflicting information from our field technicians regarding her internet concerns. Because her primary request was that she wished to increase her wireless internet speeds, we offered her an upgrade from her current combination modem to a set-up that provides both the modem and a separate wireless router. This works well for our customers who require a more powerful wireless capability based upon their living space and their usage/devices. This upgraded 2-part modem/router does cost more - but only an additional $3 per month. We would be delighted to install this upgrade into our customer's home and know that it will enhance her wireless capabilities. We would be pleased to install the device at no charge other than the $3 monthly addition to her current billing. Again, we regret any miscommunication that was received and only want to provide her with the best internet service that meets her specific needs.
(The consumer indicated he/she DID NOT accept the response from the business.)
My primary request was not to increase my internet speed as I thought I had already had that resolved at another time. My primary request was to have good working equipment which I was not getting. My DVR was not working properly, our Wi Fi was constantly going out, our internet was slower than before. It was constantly a frustrating situation and each time a different service person came to the house or on the phone we would get a different answer. At one point one of them told us there is really no difference between the one router and modem and the separate router and modem. Who do you believe
We were pleased to provide our customer with the highest level of wireless technology, at no additional charge.
Thank you for the opportunity to resolve her concerns.
FiberVision FL
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not happy with their answer to our complaint since they have not done anything to make their equipment better but at this time there is nothing further we can do so we have to accept their response.
April 1, 2019
Revdex.com
1600 S. Grant St.
Longwood, FL 32750
Dear Revdex.com Revdex.com,
Re: Fraudulent Billing/Charges
Please allow this letter to serve as my complaint of Fraudulent Billing against Fiber Vision Florida
formally named Cable Vision. I have contacted their ofce on multiple occasion both by phone and in
person about my complaint (Incorrect total on Monthly Bill Summary/Statement). Every month l would -
call or visit about my monthly statement not reecting the correct amount due. When speaking with a
representative of the company, a manager or others, l would be told my account would be credit and
the next month statement would be correct. The next month statement would be incorrect as well with
additional fees. This cycle was continuous, then I spoke with representative named Carolyn ***
who is the assistant to the President of Fiber Vision. She voiced that she would get to the bottom of the
error with an audit of my account. To this day, l have received any feedback into that audit and I am
being billed for an amount not owed. I have asked that Ms. King the President of the company to return
my call and that hasn't occurred as well. This problem is big with this company. Each time I was in the
ofce there were others with the same or similar complaint. lt appears nothing was getting done with
them as well. The company rating is 1.5 stars. This reflects not only on the poor customer sen/¡ces but
the multiple issues with this company. Auditing the activity on my account should be a simple process
for them. However, after months of auditing no answer or corrected bill. l had a contractual agreement
with Fiber Vision for a specic monthly about for cable. But my statement didn't reect that amount on
a monthly basis. l had enough so I ended my services to prevent further fraudulent billing/charge.
I am writing Revdex.com in hopes that you would assist me in getting my billing total corrected. I would also
strongly recommend that their overall billing practice audìted. I thank you in advance for your time and
attention to this important matter. Please follow up with me via US mail (*** Ocala, FL
***) or phone #3S2.***
Sincerely
Correct the bill: See attached
Although we are disappointed that our customer feels there was "fradulent billing" from our Company, extensive examination of her account provides validation of quite the opposite. She was promised a price by a former employee that was incorrect and although it was signifiantly lower than the actual rate, we chose to honor the verbal commitment. There were multiple communiations from our Customer Service Team to our customer, and there were credits applied as a goodwill gesture on 3 occasions. We did not interrupt services, even when the account was delinquent. There were a half-dozen occasions when we reached out but did not receive a return call. We honored the erroneous price quote (verbal) for a full two years, then advised our customer we would need to return to regular rates or find one of our new special offers with discounted rates.There were conversations escalated from CSR's to managers to the owner. Much research and time was spent trying to keep our customer happy. The amount billed was correct. The account is correct. We went over-and-above to preserve this relationship. We would be pleased to move forward, and there are occasions when our customer agreed that we were being very fair. We are sorry if there was any perception that we billed incorrectly. That was simply not the case.
Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
I started this contact for cable service in September 2015. My monthly contract was agreed to be $179.73 confirmed by email by the customer service representative who set up my account. Payment made that month for $180.00 with a money order from Publix #***1. The very next bill was incorrect. It didn't reflect payment made on time and statement reflected amount due $369.46. I had to call to get that fix. It shouldn't have been... Then, in February it reflected a payment credit of $180.00 and $189.78. The over billing continued then 5/2016 after calling office speaking to customer service representatives and a manager credits of $ 50.98, $5.95, $11.90 applied. Next month over billing, I called the office and complained. Credits applied $20.00, $11.90, $10.00... this continued for months and a late fee continued to be applied because I continue to pay my contracted amount. Amount billed continued to increase despite no change in written contact. I was also billed for a channel called Starz. Called and complained. It was later credited but the amount billed continue to increase. I continue to pay the contracted price. Called 10/2016 about the continued increase in about bill spoke with multiple people who promise the will correct the issue. I don't have to say, the people continue. It continued 12/16, called about Starz Super and balance due. Then the Starz amount was credited. Then, in Feb 2017 about of $124.20 was due to be credited to my account. However, it was never applied to my account. Ina review of the next bill the balance, late fee credited made no sense. I called the office and the manager told me it would be correct. It continued 3/17 then a partial credit applied 158.86. Which was off by $4.36. Even though the amount was incorrect, I paid the statement balance of $180.72. Then 5/2017 was correct. After that 6/17 statement incorrect billed for $ 205.83 (incorrect billing by $27.29) Once again I statement balance incorrect. I called; they credited my account the $27.29 leaving my balance correct @ $178.56. On 10/17, it starts again, I was billed $203.50 (overbilled $24.95). The overbilling cycle continued despite my multiple calls to speak with customer services rep. and managers. You can see the continuous pattern with this company. And, this was the pattern throughout my contact. The over billed amount is now two hundred plus. Then, charged for the earlier disconnect. I wasn't going to continue services with this fraudulent billing/charges. The owner only called me back in the early stage of my complaints and refused to return calls after that. Managers promise me that the bill will be corrected and never happen again and it continued. Customer services representative directed my complaints to managers. In the end, no one gave me answers or corrected the situation. So, I told the company I would report their actions. I NEVER AGREED ANY OF THEIR ACTIONS WERE FAIR! I REPEATEDLY TOLD THEM ABOUT THEIR FRAUDULENT ACT.
(The consumer indicated he/she DID NOT accept the response from the business.)
What is stated is totally inaccurate. If their accounting/billing department was up to standard it would not have taken 37 days to rebuttal. I owe no late fees and I owe no past due amount. Since I was in a service agreement with them, I will be willing to ONLY PAY HALF OF THE EARLY TERMINATION FEE. I could not allow this behavior to continue. So, I had to terminate the service. Don't just take my word for it, ask around and see how many customers are unhappy with the company. As I said earlier, their rating is down to 1.5 stars.
In June, 2019, FiberVision had the highest number of Internet, Video and Phone subscribers in the history of the Company. We compete for business with large, nation-wide providers but we continue to grow. The reason for that is our extreme laser-focus on taking care of our customers. We receive weekly compliments on our field techs and customer service reps. We will go far above and beyond to ensure that our customers get good service. And we've upgraded our technology so that we now offer the HIGHEST internet speed available in Marion County.
As with any organization, we don't always please every customer. But every single one is important to us and we do try our very best. In the case of our customer Ms. Fs, we stand by our assertion that we went above and beyond to honor her original verbal agreement and rectify any billing issues that arose. In order to put this to rest, we will accept her offer to pay 1/2 of the Early Termination Fees and we will write off her past-due balance at our own expense. She will receive a Final Billing in the mail.
Thank you again for the opportunity to come to a resolution.
FiberVision FL
There should be a MINUS symbol. This is the worst cable service I have ever experienced. I called at 8:45 AM today 2/6/2019 and at 4:39 PM. still no service. Is that called BAIT AND SWITCH that they charge for a service and do not deliver such service? SAD COMPANY FOR SURE!!!!!!!!!!!.
Promised 3 times a refund on early termination fees but lied.
I was not aware of Fibervisions 500 gb data cap for the internet. Normally one would only use 200-250 gb per month. Mine was going well over 500 gb per month and no one knew why. On top of that 3 Saturday nights out of 5 their internet went down. I had had enough and returned my leased equipment complained of their service and policies. Later that day they called me back (unavailable to answer Phone) and they (Kevin)left a voicemail saying they would refund the 70.00 data overage and the early termination fee of 228.00. I thought great.One month went by and I see they have now charged me for the 228.00. I stopped at their office and called and each time they said were sorry we will go ahead and refund you those charges. And again they lied and now say they are not going to refund the early termination fee. They did however refund the 70.00 data overage fee. I have the original voice mail and a printed out transcript of that conversation from their rep KEVIN stating they would refund me all money involved. Their office keeps a detailed description of calls and complaints made to them also.
A refund that they had promised me 3 times.
This concern has been addressed. The $228 termination fee has been processed and will be refunded.
Because there was an indication that our employee might have misspoken, we acted in the best interest of our customer.
We appreciate his past business, and would welcome his return to our service at any time.
Thank you.
FiberVision FL
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with Fibervision on the phone today and they are telling me the refund is still being processed. I personally do not trust this company since they have lied to me repeatedly before. Before I sign off on this I want to see the refund in my account. Their accounting said it could take up to 30-60 days to process because of leased equipment (in which I returned in good condition last November 2018). This time frame seems out of the norm for a company to credit your account when all the equipment return and correspondence took place over 2 months ago. Please advise.
Refund received. Finally
Thank you Revdex.com
We have had their service for over a year and to this day have not had a full day of internet. They blamed our equipment and put in theirs and still no good. Now we are having trouble with TV and get no help. The supervisor won't even call us back or check on us like he said he would.
A technician was on site October 23rd and reconfigured the customer's internet system. All services tested good. The TV has a special application that is used to download movies and it does not function properly however, all other TV services were tested and working properly, We have not heard from this customer since this service call was completed. However, a customer service support team member will contact customer to provide further support.
Customer was credited for past service issues.
On 6/12 They debited my account for $40.00 for a transfer fee (phone service) and then on the 9th determined that they could not provide service.
On June 2nd They debited my account for $40.00 for a fee to transfer phone service as I was going to switch carriers. On the 9th it was determined they could not provide service to my home in my subdivision. I have called several times and still have not received a refund. The tell me it has been approved, but----.
All I want is to receive my deposit back in the amount of $40.00
Check #*** in the amount of $40.00 was issued and mailed today. After confirming the address was not located within our system, we've refunded this acquisition fee. An unusual situation caused by an address mismatch delayed this process and prevented it from moving through our regular protocol for management approval. An addendum to our account search process should ensure that this does not recur.
(The consumer indicated he/she ACCEPTED the response from the business.)
All I was requesting was the refund of the $40.00. I have received the refund, and I am satisfied the issue has been resolved.
Since starting service in August 2017, we have yet to have one full week of service for all of our services.
We have been paying for cable tv, with dvr, and internet with a speed of 45mbps. We can't record a program without pauses and static portions even when it's clear on the tv. Our internet is so spotty that we can't so much at all. The company insisted it was our modem, so we went out and spent $150 on a new modem capable of high speed streaming. Still very spotty service especially in the evenings.
I want a full month's fees refunded and my service fixed correctly
This account is under review. Further testing is required to ascertain root cause of customer complaint. Once determined, issue will be resolved and applicable credits distributed.
This is still continuing to happen. We have yet to have one full month of service without having to call for service. We end up calling several times a week. Very poor customer service.
Thank you for giving us with the opportunity to respond to our customer's concerns. We've worked very hard to fix any problems she has reported. We are committed to her satisfaction as our valued customer. We will continue that commitment and make every effort to correct anything within our purview that interferes with her receiving great TV and Internet services.
Please see below, in response to our customer's specific comments.
1) Not 1 month with full services. Our customer has called frequently about her internet service since she was installed in August 2017. We have an extraordinarily fast response time and we sent a technician out at no charge on more than a dozen occasions. Our records show that sometimes the problems she was encountering weren't because she didn't have internet. Sometimes they were caused by the devices or software she was using. Nevertheless, we made sure she was quickly back online. There was not a long term (month) loss of service.
2) Loses internet daily. Our customer's primary complaint has been about internet speed and intermittent connectivity. We responded to each call by sending a technician to her home. Sometimes, the internet speed or connectivity were not related to how we were delivering the services, but rather to a specific hardware or software the customer was using. When we did find something related to us, we fixed it, including the replacement of an underground hard line which took several days to complete. We also transitioned our customer to our internet modem when our tech was able to demonstrate a significant increase in speed when using our equipment at her home rather than the equipment she had privately purchased. Sometimes our customer called in saying she was offline, but our electronic monitoring showed our internet signal was being successfully delivered. That could indicate a problem with the hardware or software being used to access the internet. Our records don't support a daily loss of internet connection due to an interruption in our internet signal.
3) Bought new modem because they said I had to, and services still don't work. See above. Our notes indicate that our customer confirmed marked improvement in speed and connectivity according to a follow-up call after out modem was installed.
4) Missed 1 day paying bill and they shut you off. In consideration of our customer's dissatisfaction, we did not interrupt services as we would have according to our regular payment policy protocol. We wanted to be sure we had addressed and corrected her concerns and so we allowed substantial leeway before a service hold was placed.
5) Want 1 free month for every month without full service. We were pleased to credit our customer's account on 3 occasions earlier this year for service interruption she experienced that resulted from our maintenance activity or any other interruption related to our service delivery. In total, from January 2018 through April 2018, we credited her account in the amount of $148.47.
We want our customer to be pleased with her services! We are proud of what we offer and how we respond to our customers and we will keep trying to improve this relationship.
Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not our equipment. We purchased a new router/modem when they told us that it was our equipment. As the problem continued we called the manufacturer and they ran a lot of tests and concluded that the signal from them was instable and very weak.
I sold my house. I am being charged a $480 cancellation fee because the new house is not in their service area. I dispute this.
I sold my house in a 55+ community called Palm Cay. I purchased a new home in a 55+ community called Cherrywood Estates.
Because CableVision Of Marion County does not have an exclusive no competition contract in Cherrywood and because they can not service the complex they are charging me $480 saying that I cancelled the service when in reality they cancelled it. I want to keep the service and transfer it to my new house which is located maybe 3 miles from CableVision's main office!
I feel that it is not my fault that they can not provide service in Cherrywood Estates even though their main office is located 3 miles from the complex. If I was moving out of the county or the city then I could fully understand that I could not keep service in another county. If CableVision wants to write something like this in to their contract that I believe that they should no longer be allowed to call themselves CableVision Of Marion County. They are NOT CableVision of Marion County as their name suggests. It is false advertising.
I have 8 months in to the contract which is for two years and they refuse to even prorate the cancellation fee based upon the number of months that I have had their service. I froze the TV part of the contract for 2 months but Internet and phone remained so because TV was cancelled they are saying that I only have 5 to close to 6 months of service used. However the length of service does not make any difference anyway because of the fact that a customer would need to have had the contract for 1 year. So I can not even get a discount for the months that I have had the service and not having TV should NOT cause the time of service to be shortened.
I do not want to pay the cancellation fee because I did not cancel the service, they did just because the new house is not in their service area or in a community where they do not have an exclusive service right. However, the new house is still in Marion County and their main office is in the same county and city and its about 3 miles away from the new community! I could take this further and suggest that they change their name because in reality they are not CableVision of Marion County they are CableVicion of only a few 55+ communities where they have exclusive rights to sell their products. But I don't care what they call themselves I just do not want to be paying $480 for something that is not my fault. Thank you.
Mr *** entered into a 24 month agreement for TV, Internet and Telephone service on 8/3/17. He enjoyed significant discounts by committing to a 24 month service term. On 3/13/18, Mr *** advised he was considering a move back to Virginia. He was advised of the applicable early termination fee at that time. He chose to move outside of our service area and did not fulfill his contractual obligation. The discounts he received during the time he had the service are equal to an amount much greater than $480. However, we are willing to reduce the fee to $380 in consideration of the 5 months he had the service for which he contracted.
(The consumer indicated he/she ACCEPTED the response from the business.)
As I stated in my complaint submission, I am not cancelling the contract. I requested the service to be transferred to my new house - the company is cancelling the contract. They indicated they are unable to provide service to my new house which is only about 3 miles from their main office and it is still located in Marion County just like the company claims to service or is located in. Just because it is outside of their service area - that is not my fault. They should be clearer as to exactly where their service area is if it is not in the entirety of Marion County as their name suggests. Therefore, it is clear that the company is unable to meet their contractual obligation to provide me with service in Marion County and NO cancellation fees should be charged to me as the customer. All cancellation fees should be null and void because I am not moving outside of Marion County. However, instead of dragging this out further I accept the offer of a 100 dollar lessening of the fee. I would hope to collect the returned partial fee when I deliver the cable box to the companies office along with my new Marion County address. This isn't the best outcome that I had hoped for but it might help a senior citizen living on a very limited budget to better cope with this very poor situation. Thank you.
Poor product and customer service
We have been having problems with out internet service for months and Cablevision has been contacted . On Saturday 12/23 at 5pm our internet & cable service suddenly went down. We called the service number & left a message. The gentleman didn't call back for well over an hr. We advised him of the situation and currently only had a couple channels and no internet. We need this as we work/go to school from home & have schoolwork to complete & am on call which requires internet service. He advised that we should have called before 4pm, at whuch time we stated that would not have been possible as it crashed after that time. The gentleman said well too bad you are only one customer, we don't really care & it will not be addressed until Tuesday at the earliest. He was rather rude on the phone. This kind of service is not acceptable. I am locked into a contract for a service I am not receiving & this is not the first time. If I have to honor the contract & pay you, I expect to be provided the service that I am paying for. We asked for a supervisor and he refused. Product is subpar & customer service is extremely poor.
We want to have the contract terminated with no penalty fees for the remainder of the 2yr contract which is up October 2018.
Please see attachment
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Cablevision in inaccurate. My husband spoke with the on call gentleman twice left an additional message. I myself called and left a message but did NOT receive a call back. My husband was told outright by the on call technician that we were just one customer and he didn't care and was very rude the whole time. We have also called or attempted to call Cablevision multiple times about service issues so to say we haven't is a plain out lie. We have either spoken with someone or get a message they have higher than usual call volume and get hung up on. I was at home on the 26th and a technician never showed up at my house. I did receive a message from Cablevision and when I tried tried to call them back multiple times as did my husband got the message we have higher than expected call volumes and hung up on. I also never left a message stated intermittent internet, we were without completely from 12/23 afternoon until 12/26 midday. Service speeds are not as advertised, they are very unstable. The resolution they offered is not acceptable as they have frequently liked and not fulfilled their obligation. Due to their rude & incompetent response on 12/23, we suffered many hardships. I have a side business making gifts that needs access to the internet & was unable to fulfill last minutes orders, I received multiple zeros on classwork because I take college classes online & was unable to complete the assignments (college doesn't care if your internet provider sucks) & my husband was on call for the holiday which he is able to do from home but due to the lack of internet was unable to & had to drive to his place of employment which ruined our Christmas. I want the contract cancelled as they are a substandard company in regards to service & customer service!
Please see attachment
I am paying for a service that I am not getting.
I am paying for a phone service to be able to do unlimited calls to Puerto Rico and that service was discontinue. However, I am paying more. My bill was increase.
I will like my access to unlimited calls to Puerto Rico, which is a service I am already Paying for without an increase of my bill. I am already paying for the service. Or in the case they can't provide this service I will like them to release me from my contract without a cancelation fee.
Mr and Mrs *** signed a 24 month contract for services on October 27, 2016. The contract provided for significant discounts throughout the term. The rate charged for these services did not increase as was explained by our representative. However, there was a communications tax change which caused the tax to increase by .51.
In September, International calling was temporarily discontinued because of potential fraudulent activity. We worked through our technical teams to confirm this was legitimate traffic. International calling was restored as soon as we verified our customers were safe from any possible exposure. The account was credited $2.67 for the days international calling was unavailable.