J. Doyle Backhoe Service

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 **, 2016; 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 1.5 million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News 12 Networks and [redacted].   Our records indicate that [redacted] spoke with Optimum on 3/*/18 and requested to disconnect his account. As per our Policy, his Optimum account was disconnected at the end of his billing period on 3/**/18, and no credit is warranted.  On 3/*/18, Optimum spoke with [redacted] and explained to him the above.

On 12/**/16 Suddenlink contacted [redacted]. The customer was advised that the reason his rate went up is because he was on a promotion that expired. The customer was provided with a rate for service that does not expire, but may be subject to rate increases.

Suddenlink has  received [redacted]  complaint in regards to her billing and  data  overage  charges.   After reviewing the  account, [redacted] has a service call 9\**, The charge was 50.00, it was  determined it was  customer  owned  equipment, without out wiring maintenance Safeguard program, is it policy. We also, discovered she exceeded her data plan in billing cycles 8/**, and 12/**. Customer accounts will not be billed for exceeding their monthly data plan until the second overage. On the second and subsequent overages, the monthly data plan will be increased in installments of 50 GB at a cost of $15 per installment. .   Suddenlink was  unsuccessful   to contact [redacted] regarding her  complaint, or provide assistance or  discuss the  resolution. We trust that we have satisfied our obligation in regards to this complaint

On 4/[redacted]16, an Optimum specialist spoke to [redacted] advising her that she took over ownership of the account in question on 9/**/15.  She was advised that full credit for the box charge was issued to her account since her date of ownership.  She was also advised that the unreturned equipment charge was waived.  Optimum shows the equipment in question was added to the account on 8/**/12 under a different name, belonging to [redacted].  [redacted] was advised that no additional credit is warranted for this dispute.  The customer has been provided our direct contact information.

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. This could have just as easily been accomplished with my first two calls to the company. Thanks to the Revdex.com, my complaint is resolved satisfactorily.
Sincerely,
[redacted]

The complaint filed by the above-referenced consumer has been forwarded to my attention for investigation and handling.  In his complaint, [redacted] states that when he disconnected his Optimum services, he was informed that he will be charged for the remainder of the month despite the...

termination of his services.  [redacted] 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 [redacted], 2016; 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 1.5 million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News 12 Networks and Newsday.com. On November [redacted] 2017, a representative of Optimum spoke with [redacted] in response to the complaint.  Our representative educated [redacted] on the new Terms of Service and answered his questions.

Suddenlink received [redacted]'s Revdex.com complaint requesting a credit after Hurricane Harvey disrupted his cable and internet services.Typically when an outage occurs that is over 24 hours we request customers to wait until the issue is resolved to receive credits to ensure they receive the correct...

amount of credit.After reviewing [redacted]'s complaint it was found that the last day [redacted] was able to use his services was on August [redacted]. On August [redacted], Hurricane Harvey heavily damaged Suddenlink's system in Victoria TX. This caused a lengthy outage, and the time that each customer was out varied on the level of damage received from the Hurricane. [redacted] chose to disconnect services before services were restored. We have applied the credit for the time [redacted] was out until the account was disconnected in October.On November [redacted], Suddenlink spoke with [redacted] and apologized for the inconvenience and explained the above information, and although he was in disagreement with our policy he appreciated the credit being applied. He had no further questions or concerns at this time.We trust that we have satisfied our obligations in regards to this complaint and no further contact is needed.

Monthly subscription begins on the first day following the customer’s installation date and renews thereafter on a monthly basis beginning on the first day of the next billing period assigned to the customer until cancelled by the customer. The monthly service charge(s) will be billed at the...

beginning of the customer’s assigned billing period and each month thereafter unless and until the customer cancels their Service(s). Payments are nonrefundable and there are no refunds or credits for partially used subscription period(s). Customer’s may cancel Service(s) for a period up to the last day of the billing period prior to the service period that they wish to cancel, and the cancellation will be effective at the end of the then-current billing period. Access to the Services will, if possible, continue to be provided at the location ordered or, if the customer moves, to a new location if in an Altice-served area (subject to any installation charges). Also, on 11/*/16, when the customer was contacted, she was also advised that prior notification was provided to her in her monthly statement, billing period 09/** - 09/**, which appeared under [redacted] Updates and stated, Notice of important Terms of Service change.

Better Business...

Bureau:
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. I am disappointed that they were unwilling to refund the money we had been overpaying. 
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:

Suddenlink has not contacted me by phone, email, or otherwise since the last tech came out in December. A tech came out, replaced a cable line- and told me someone would come out. They never did- this is another reason I have filed a complaint. I pay Suddenlink as a Gigabit subscriber for Gigabit service- the highest tier of ISP speeds at a premium priceI have a Gigabit AC router on full duplex. I have a 32  channel gigabit Modem and both a wired and wireless AC connectionMy download and upload speeds have been 30-45 Mbps download and 10-25 Mbps upload  - not the Gigabit (1000 Mbps speeds Suddenlink advertises and charges me for every month)I ran multiple diagnostic speed tests and included them in this complaint to prove what I am stating.
[redacted]

Altice has contacted the customer on 10/**/16 regarding this complaint, as she had also filed this same complaint with the [redacted]. The customer was advised that this is our disconnection policy. While the customer does not agree with this policy, customer...

understands our position. On 10/**/16, Altice left a message with regards to this complaint stating our position had not changed, and this is our policy.

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 have called them after receiving a letter & left VM on Sath & Monday for the field office. It was only today Tuesday [redacted] a field officer called back to discuss. I have contacted customer service multiple times through phone as well as chat support to resolve my internet speed issue.You should also understand that its not a quick process to resolve internet issue with Cable Vision reps on phone. Every time a customer calls there is a long hold before they will walk you through the steps that would take at least 1 to 1 1/2hr to refresh or reset your WiFi. Hence If they were expecting that I should have called them everyday & l had spent hr on phone then I beg to differ with their expectation. Every time they would try to refresh my internet signals from their side but never figured out the root cause of the problem. Every time I had requested for a technician visit & they have asked me to pay for the those visit hence I end up denying it.As mentioned earlier, On 01/**/2016 when I spoke to a sensible technical support rep on phone & he understood that there is some issue at my end. He then agreed to send a technician without charging me with any technician visit fees. On 1/**/2016, When the service technician visited, he found out that it was faulty Coax cable installation & incorrect installation of router that has caused the issue. He agreed that it was due to the previous technician faulty installation that I was suffering with slow speed for more than 6 months. He made a note of that & agreed to provide his feedback to his supervisor & make a note of his observation on the work order that he was going to submit that night (01/**/2016).  This is unfair for Cable vision to charge me for internet speed upto 50mbps when I was only getting a speed of 5-9mbps. Slow speed had impacted my work & I was not as productive due to which it has lot of impact on my performance.Cable vision representative is wrong in saying that that the issue was not caused by previous technician. It was actually due to their untrained & incompetent technician that I have faced an issue for more than 6 months & now they don't want to admit that. They can't pay be back for the impact it has caused on my productivity & performance of my work but at least accept their fault & return my money. I didn't get the kind of service I was expected to get & I am just asking for the refund for that duration. I would request Revdex.com to help me & understand my concern. Its a hard earned money & I want refund of my internet charges that I have paid them for last 6 months. Thanks! 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Suddenlink has received [redacted]'s complaint in regards to equipment charges and a request for a refund.In order to properly address her concerns we would like to speak to [redacted] about her concerns. We have made multiple attempts to reach [redacted], but have been unsuccessful. We are sending a...

letter to [redacted] with our contact information and ask that if she would like further assistance to reach out to us at her earliest convenience.We trust we have satisfied our obligations 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:

Optimum's response does not even make sense. It alleges that, by its own admission, they tried to contact me 10/**-10/[redacted] That is only AFTER I complained to you. Secondly, I recieved no such call , and, since the account is under my phone number, I know they have the correct number. Lastly, they allege my account is going to be cancelled for non-payment. How can it be cancelled for non-payment? Please see attached. I called them August ** REQUESTING cancellation. Their representative directed me to do the name change form. Please see attached the name change form, confirmation of receipt of the name change form on 8/** indicating I was not responsible for the bill after 8/**/17, a letter I wrote when they said they did not recieve that form, a SECOND fax confirmation when I sent them the letter and the first confirmation which I then MAILED to them as well. I am the one who wanted to cancel service. Their representative, in order to keep a customer, directed me to do the name change and I will not be penalized. What is their exaplanation for not calling me when they received my letter (also both faxed and mailed in August)???  They didnt call me and explain there was some misunderstanding or anything. Are they now going to allege they didnt recieve EITHER fax or the hard copy letter? I will take them to court if I have to but I am not paying that bill. Please see attached letter and fax confirmations sent in August. had they called me when they were sent saying I was responsible I would have told them to come rip out the boxes immediately. Instead they have done nothing except ignore me and continue to bill me, pretending they never received all of this documentation. Well this certainly should prove who is lying as I have proof. 
[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:

I did not use any out-of-home services and the sending of emails was immediately terminated. As for wifi hotspots and other services mentioned, I left the state and moved more than 1000 miles from New York. This account is more than a decade old with no issues. The company response is unacceptable. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Between 10/**/17 and 10/**/17, Optimum attempted to contact the customer by telephone to address her concerns and on 10/**/17 a no contact letter was mailed. Optimum investigated the customer’s concerns; however, Optimum’s network is secure and the customer’s complaint is not valid. Optimum...

remains available to discuss the customer’s complaint; if contacted by the customer

Altice attempted to arrange customer contact by phone; however, contact has been unsuccessful. An email has also been sent to the customer requesting contact. Upon successful contact, Altice will address each concern that has been outlined by the customer.

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:

The business response states that clear communication is provided on written communication as well as during the discontinuing service transaction, however neither communication was actually made. The policy is only available online after reading fine print regarding terms/policy. I am still hopeful for a pro-rated refund given the repeated unclear communication as well as poor customer service endured during this experience. 
[redacted]

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is very unsatisfactory. The company was not willing to work with me. They didn't even discount what I told them was a technical error. I did not order any subscriptions and upgrade my service. I was on a 2 year promotional contract; why would I upgrade and change my promotion. This company has terrible customer service and I would advise people to be careful doing business with them. There are several other companies like Dish Network, Direct TV, Frontier that are better options.
Sincerely,
[redacted]

Optimum attempted to reach the customer several times between 01/**/17 and 1/**/17; however, was unsuccessful and left messages. On 1/**/17 an error was found and the port request was canceled. The customer's credit card was refunded on 1/**/17.