J. Doyle Backhoe Service

Cablevision already investigated the customers concerns and provided accurate information in our previous responseAs found within our terms of service (***), “Subscriber's use of the Optimum Online Service(s) shall be deemed acknowledgment that Subscriber has read and agreed to these terms of serviceAny user who does not agree to be bound by these terms should immediately stop their use of the Optimum Online Service and notify the Cablevision Customer Service Department to terminate the accountIn no event shall Cablevision be liable for any failure or interruption of Service, including without limitation those failures and interruptions resulting in part or entirely from circumstances beyond Cablevision's reasonable controlSubject to applicable law, credit with respect to Subscriber's recurring monthly subscription fee shall be given for qualifying outages of the Optimum Online ServiceIn any event, if there is a known service interruption in excess of twenty-four (24) consecutive hours (or in excess of such lesser time period pursuant to state law), Cablevision, upon prompt notification of such failure or interruption from Subscriber, shall provide Subscriber with a pro-rata credit for charges billed by Cablevision relating to such failure or interruptionCredits or billing adjustments for services billed by a Third-Party Provider shall be subject to the stated billing practices of that Third-Party ProviderIn no event shall Cablevision or any Third-Party Provider be liable for any incidental or consequential damages.” The customer will be provided a credit for the reported internet service issue from 1/**/to 1/**/16, and will be found on their next billing statementAdditional credit for this issue is unwarranted and Cablevision considers this matter closedTell us why here

Spoke to *** *** on 1/**/regarding his promotional gift offer (tablet) not yet being receivedAn apology was extended to *** *** for the delay in fulfillment processing of his tablet and for the multiple calls had had to make in to Optimum to obtain a resolution*** *** was advised that
there was a delay in processing due to inventory issues with our vendor and apologized that he did not receive an email advising him of the delayIt was confirmed for *** *** that his tablet has been processed and that it should be received no later than 2/**/Offered *** *** a 6-month box credit due to the inconvenience caused by the delay as well as the misinformation given to him by previous reps*** *** accepted the offer and will contact us back directly if there are any further issues with the delivery and receipt of his tablet

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*** ***Dear *** *** *** Altice USA, Inc(“Altice”) is the parent company of Suddenlink Communications and is responding on its behalfWe are in receipt of *** ***'s complaint regarding extra charges on his bill. According to our research it was determined that there was a system error that caused the order for home security to be completed*** ***'s account was credited back on 11/** for the services and in late fees for a total of in credits I contacted *** *** on 1/*/and informed her of the information aboveNo other credits or adjustments would be given and educated them on the current bill and the last time we received a payment on the account Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary. Respectfully, Taj D***Corporate Escalations

The complaint filed by the above-referenced consumer has been forwarded to my attention for investigation and handling. In her complaint, *** *** states that when she disconnected her Optimum services, she was informed that she will be charged for the remainder of the month despite the
termination of her services. *** *** is displeased with Optimum’s recent modification to its terms of service, which provides that service subscriptions are renewable on a monthly basis with no refunds provided for partial months. Optimum, like many other entertainment, telecommunications and subscription services, makes its services available on a monthly basis; providing customers access to our high-quality products for the entirety of their monthly service period. We take customer communication of policy changes very seriously, and communicated to our customers in various ways for two billing cycles prior to the change, including: prominent and colorful messaging via banners on the front page and remit slip of the bill; a detailed explanatory bill message with a web link to the new Terms of Service effective on October ***; and additional email messaging for electronic billing customers directing them to read the bill for updates. In addition, when a customer calls to disconnect their service, our representatives are instructed to remind the customer of the monthly period, and provide the option to schedule their disconnection date at the end of the monthly service period. For customers who choose to disconnect their service early and return their equipment, they can still continue to use our out-of-home services, such as: the TV to Go networks that they can watch on their mobile devices; Optimum WiFi’s more than million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News Networks and ***. On October *** a representative of Optimum contacted *** *** in response to the complaint. Our representative educated *** *** on the new Terms of Service and answered her questions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to me but they are not going to do anything about the complaint so the matter has been resolved. I will just change my provider
Sincerely,
*** ***

The customer had multiple conversations with the customer between 10/**/and 10/**/16. A service appointment was deemed necessary; on 10/**/16, Field Service resolved the customer’s issue. On 10/**/16, the customer contacted *** advising he was satisfied

Numerous attempts to each *** *** between 11/*/through 11/*/were unsuccessful; a Suddenlink representative spoke to him briefly on 11/*/to address his concerns; however, the customer ended the call. *** *** never had our service installed. Suddenlink sent a letter to *** *** on 11/*/with our direct contact information. We remain available to address his concerns at his convenience

Between 7/**/and 7/**/ECR attempted to contact *** *** to
discuss his complaintTwo voicemails and an email containing our
contact information were sent/left

On 3/**/16, Cablevision met with the customer and maintenance workers from the housing complex, who agree that the damage was caused by a low hanging door, and is not the result of Cablevison's actions or presence

On April *** Suddenlink spoke with *** *** about his Revdex.com complaint that was in regards to the billing on the account being incorrectOn April *** *** *** called in and spoke to a Suddenlink Supervisor and after research the conclusion was made that an agent prior to their call gave the
customer the incorrect balance to payThis caused a late fee to be placed and confusion on the accountThe supervisor reviewed the call and gave the appropriate credit neededThe agent’s supervisor who gave incorrect information has been notified for review and corrections to be madeWhile we were on the phone with *** *** he stated he had complaints on the agents his wife spoke with on the *** We apologized for the experience they have had so far, but assured him that we would look into those calls and handle internally*** *** also asked for a copy of the most recent statement be emailed to them, and this has been completed as of this afternoonThe customer has our contact information if they have any further questions or concerns, but at this time Suddenlink considers this issue to be resolved

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

On 10/*/16, Optimum spoke with *** *** to acknowledge her Revdex.com complaint and offered an apology for the inconvenience. A credit was offered for $for the 'Hot Move' error since Optimum is unable to split the transfer balance to multiple statementsThe customer accepted the apology
and the credit resolving her issue

While we understand that this Non Optimum customer requests to be contacted via email or postal mail, to determine root cause of the issue and ensure expeditious resolution, real time troubleshooting would be required. The first troubleshooting step would be for the non-customer (sender) to send a previously undeliverable email to [redacted]. The outcome of that sent email would determine the next troubleshooting step. As previously advised to the non-customer, via email on 8/*/17, we can be reached directly at ###-###-####. The above information has also been sent to the customer today (8/**) via email.

Revdex.com:
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 not aware that suddenlink is so bold as to increase pricing by 20% with impunity. Regardless of suddenlik's position on this theft, they are an extremely greedy company, and make no mistake, this is nothing short of THEFT!. Not that it will do any good, but my next call will be to the Louisiana Public Service Commission. 
[redacted]

Called and spoke with [redacted] on 02/**/18. Advised customer Starz and Starz Encore channels are back and available for viewing in her area.

Upon review of the account, it was determined that the charges are valid, and the customer did not make payments. Optimum did change the customer’s account number on 2/*/17, as it was discovered that the customer’s physical location did not match the account number. Billing was continued correctly,...

and the customer did not experience any interruption of service or overbilling as a result of this office correction. As a result the customer’s account number was correct to match his physical location. All personnel issue will be addressed internally. These charges being valid as they are for service rendered and not paid for by the customer. Optimum cannot forgive the balance. However, the customer was offered and accepted a $30 courtesy credit for any incontinence experienced. The customer will return Optimum’s equipment when he is able.

Revdex.com:
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 charged for service that I did not receive & after equipment returned. It’s a small amount but I absolutely insist that I do not owe it. I wouldn’t go to the trouble of complaining to a Revdex.com if I did. It was for internet service, it’s not even possible to use the service without the equipment. 
*
[redacted]

Suddenlink has received [redacted]’s complaint regarding Suddenlink’s process for escalating customer’s issues with installs, & Suddenlink’s internal communication problems.After reviewing the account, it was determined we had a system error which caused [redacted]s work order to be postponed....

The information has been sent over to the field for a process recommendation change. [redacted] got services installed on 1/**/18.Suddenlink contacted [redacted] on 2/*/18 to follow up to make sure services where working. Suddenlink issued a credit for the inconvenience for taking months to get services transferred over.  She was happy for the credit and happy we followed up with her.Suddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

Between 12/**/16 and 12/**/16, Optimum attempted to contact [redacted] multiple times but was unsuccessful; a message was left with the reason for our call and providing our direct contact information. After review of the customer’s account, he called on 9/**/16 and spoke with Technical Support due...

to internet issues. The representative was able to confirm the issue was due to high saturation on the 2.4ghz channel on the router and recommended the customer relocate the router, switch to a 5ghz channel, or even swap his current router for a d-link router free of charge at his local Optimum store. During the conversation, the customer advised he will switch to the 5ghz channel first to see if it resolves the issue but if not, the Optimum store is at the end of his block so he will go there and swap the equipment. On 12/**/16, a no contact letter was sent to the customer.

A Suddenlink representative left multiple voice mail messages for the customer; however, when [redacted] called back she did not have the time to review the complaint and stated she would call back on 1/**/17.  Based upon Suddenlink’s investigation; the amount owed is valid.  Two...

additional voice mail messages were left for [redacted] and a no contact letter was subsequently mailed on 1/**/17.