J. Doyle Backhoe Service

In her complaint, [redacted] states her dissatisfaction with the recent loss of Starz and StarzEncore for Optimum’s customers.Optimum is focused on providing our customers with the best content experience possible, and we are constantly evaluating which channels best meet the needs and...

preferences of our customers. Our agreement to carry Starz and StarzEncore has expired as of December **, 2017 and the channels are no longer available on our TV lineups.  We understand that Starz’ decision to pull their programming from Optimum’s system was very difficult for our customers, and we regret the inconvenience that was caused by their decision. However, we have launched several new and exciting channels for our subscribers’ enjoyment, depending on the TV package subscribed to, which include Hallmark Drama, Sony Movies, MGM, and the Cowboy Channel.  Every month, Optimum pays fees to TV networks to carry their channels. As a result, we negotiate dozens of contracts each year, the majority of which are renewed without disruption.  The rising cost of programming is the single greatest factor in higher cable prices, and Altice USA has been fighting hard to hold the line on escalating programming costs. Since our last contract renewal, Starz began offering an over-the-top streaming service that consumers could buy directly through Starz at [redacted] or through Hulu.  Despite our attempts to reach a deal that made sense for all of our customers, Starz insisted on terms that would have forced us to charge customers more than what Starz’ over-the-top streaming service costs.In response to the complaint, Optimum has contacted the customer and advised the customer that Optimum is no longer carrying Starz, of the channels added to the lineup, depending on the package, and that package prices currently will not change. We will address the customer's complaint involving her interaction with our representative internally.

At this time, I have been contacted directly by Altice USA / Suddenlink regarding complaint ID [redacted], however my complaint has NOT been resolved because:
I was contacted by the field techs after the original complaint. Once they tracked the issue down it was a quick fix.  However,...

when I called to get some sort of credit for the 2 months of being off and on. I was told that they would not credit anything. They said it was a damaged cable due to someone shooting the line. And it was not their fault so no credit. As a customer, I am paying for a service, and that service was not there, why should I pay for something I didn't get. Regardless of why. Also if Suddenlink would have done their job back in November, it wouldn't have gone on for over 2 months.  If I need to close this complaint and open another , I will do that.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:

 No one has contacted me.  I never gave the ok to add show time or sports package  I did upgrade after my install to include game network and nick channel  that was the extent of it  never asked for showtime or sports package
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

After reviewing the matter further, [redacted] was unable to confirm receipt of a compensation request for the account in question; however, as the account meets the criteria for compensation, [redacted] will compensate the customer. On 5/**/17, [redacted] spoke with the customer and apologized for the poor...

experience but advised we will honor his request for a $40.00 credit. [redacted] advised the credit will appear on the customers next billing statement. [redacted] provided our direct contact information should there be any additional questions or concerns regarding this matter. The customer was pleased with our follow up and advised he will contact the Revdex.com when he confirms the credit was applied to his account.

In review of this complaint, public records state this person lived at the address in question during this period. Optimum has reached the customer on 8/**/17 and requested proof of residency during the disputed period between November 2008 and November 2009. The customer did not wish to...

sent these documents.

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 and the matter has been resolved.
Sincerely,
[redacted]

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:

There is no other utility that has the right not do they charge you for their service that
 you are not using. As Suddenlink is not being used by me since July  the [redacted] of 2017 I feel they should be fined and also cut or give every customer a refund. This is stealing from the  American Public. Comcast tried doing this and they were fined big dollars. Suddenlink thinks that they are to big to be fined by anyone. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:

 Good morning. Suddenlink has not contacted me. I’ve sent multiple email requests after calling them. The first time I called the billing department told me this was not valid as they can see I returned my equipment to terminate service for January. They issued a new bill for February for an account that was closed. That can’t possibly be valid when I returned the equipment and there is no physical way to even have service.  I’ve since sent multiple requests asking for a manager to speak to and since I’ve sent those requests I have not seen a single response and they’ve gone completely silent  if the bill was valid (which it’s not) they also should not have reduced the bill from $130 down to 2 cents and they’ve since also extended the due date since not responding at all. Ultimately they issued a new bill for a closed account they never should have issued  this is not resolved  
 
[redacted]

On 10/**/15, Cablevision spoke with the customer to acknowledge the complaint and provide direct contact information; ###-###-#### 8:30 AM to 6:30 PM.  Additionally, upon completion of an investigation her phone number was removed from her employer's account, as requested.  The...

customer was satisfied with the outcome.

Suddenlink has received [redacted]'s complaint in regards to serviceability. We have made multiple attempts to reach [redacted] by phone but we have been unsuccessful in our efforts. We would like to speak to him in regards to his concerns, and offer our sincere apologies for any inconvenience this...

process may have been. We have left our contact information with his voicemail, and will be sending out a letter with our information as well.
According to our research, the address that [redacted] has provided on the complaint is not serviceable. If the [redacted] address is not the one in question we request that he provide us with the correct address information.
Suddenlink trust we have satisfied our obligation in regards to this complaint.

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 did get a call and an email from some CR exec and I responded to his email; simply put and I state this again my family has owned this house since 1973, it is a 2 family house. The 2nd floor tenant has lived there for over 15 yrs. There is also another tenant. The only person with an [redacted] account in this home is myself. The email sent to [redacted] informs them (again) that the person named on the correspondence dose not live at my address (see attachment) I have not heard anything from them since.
 
[redacted]

In speaking with the customer regarding this complaint, she states she wishes to withdraw her complaint and she considers the issue resolved.

[redacted] account went into non pay on 8/*/15 and the work order completed on 8/**/15 the account received a credit of 35.37.Eventhough you returned the equipment since the account was in non pay no credits or adjustments would be given. Suddenlink trusts that we have satisfied our obligation. No credits/adjustments will need to be applied the write off amount is valid.

Suddenlink received [redacted] complaint in regards to his internet service issues. Suddenlink did have a known area issue that required field work on the lines. Suddednlink completed this work on July [redacted]. [redacted] spoke with a field representative on July...

[redacted] and confirmed he has not experienced any further issues since the [redacted]. [redacted] has been given Suddenlink's contact information if he has any further issues. Suddenlink feels they have satisfied their obligations in regards to this complaint and consider it resolved.

Altice has attempted to contact the customer to address their concerns about their request for a pro-rated final bill. Messages were left and an email was sent requesting contact. 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 [redacted]; and additional email messaging for electronic billing customers directing them to read the bill for updates. Furthermore, on every monthly billing statement, the policy is contained within the Billing Information section of the statement.  In addition, when a customer contacts Optimum 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 1.5 million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News 12 Networks and [redacted].

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 and the matter has been resolved.
Sincerely,
[redacted]

Attempts made to contact [redacted] between 2/**/18 and 2/**/18 via phone and email were unsuccessful.
[redacted]'s concerns regarding his TV service were addressed on 1/**/18 when a technician visited the home and replaced the outlet and reconfigured the wiring. [redacted] was offered a courtesy...

credit of $30 for issues experienced between 10/**/17 and 1/**/17. No other credits are available for this issue.
[redacted]'s account was updated to reflect his eligibility for the gift card offer on 1/**/18. [redacted] should receive his gift card in the mail by 3/**/18.
Optimum remains available should [redacted] have any other questions or need further assistance.
Gift card should arrive between now and second week of March

On 6/**/17 and 6/**/17 ECR attempted to contact the customer. During both attempts a voicemail with our contact information was left, and a no contact email was sent. Customer level of satisfaction is unknown as we were unable to make customer contact.

Suddenlink received [redacted]...

complaint in regards to receiving calls from a third party company[redacted] was receiving calls from our partnering company Optimum. His number has been added to both Suddenlink and [redacted] do not call lists and he should no longer receive any further calls in this manner[redacted] has our contact information if he has any further questions or concerns. Suddenlink feels they have met their obligations in regards to this complaint and considers this issue to be resolved.

Suddenlink spoke with [redacted] in regards to her outstanding balance of $72.00. She was advised that Suddenlink sends bills to the address she provided or the email address provided. All notifications of any bill increases or changes with a customer account is on the billing statement prior to...

the expected start date. She disagreed, stating Suddenlink always calls when she was a day late but not when the bill increase.   After reviewing the account, notes on the account shows that she was aware of the increase of billing based on her calling in to discuss past due status and monthly rate in August of 2015. [redacted] stated that her account was set up to pay through her bank and that she never received a billing statement. She stated at one point she was on paperless. I advise that her bills was sent to her email that she provided; and told that her bill was ready to view and she was to go to suddenlink.com to view her bill. [redacted] stated on May **, 2017 that she just so happened to open a statement and see that she was past due. She was advised she must open all her statements.   I advise [redacted] that once a customer disconnects service, Suddenlink will send a final bill. If a balance remains on the account 30 days after the disconnection, the account will be automatically sent to collections. [redacted] stated she will take this further and get legal help.   We trust that we have satisfied our obligations with respect to this complaint