J. Doyle Backhoe Service

Optimum's credit policy is that we provide credit for verified service interruptions onlyThe customer's service was not impactedThis customer was provided half a month's service for the inconvenience as a courtesy, but is responsible for the rest of this bill, as service was rendered correctlyNo further credit will be considered or offered

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 periodWe 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 updatesIn 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 periodFor 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 10/**/an Optimum representative spoke to *** *** and explained Optimum’s service cancellation policyOptimum remains available to assist *** *** in the event future issues may arise

The customer complains of no internet for days and slow internet speedsCustomer also complains that he is not receiving the 100megs he is paying forUpon investigation of this complaint it was determined that the customer was in an outage situation and was issued a credit of $for the time
of the outageIt was explained to the customer that he does not have 100meg speed but actually has 1meg speedsHe was educated with that speed he is subject to buffering if too many devices are connected to his network at onceOnce Suddenlink offers a higher speed in his area, the customer will receive marketing information for the speeds he is eligible to receive in his area

The complaint filed by the above-referenced consumer has been forwarded to my attention for investigation and handling. In his complaint, *** *** 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. *** *** 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 ***, 2016; and additional email messaging for electronic billing customers directing them to read the bill for updatesIn subsequent bills, it states: "Service cancellations are effective on the last day of the then-current billing periodFor more details, please visit optimum.net/terms." 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 ***. Attempts to reach the customer were unsuccessful, and an e-mail was sent to the customer's e-mail address with our direct contact informationOur Disconnect department is available by phone from 8AM to 8PM Monday through Friday, and from 9AM to 6PM on Saturday

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have not received any telecommunication from SuddenlinkI have had one technician representing Suddenlink to my homeHe stated he could not determine what the issue is/was but suggested 'loose connections", with no resolutionI've contacted Suddenlink repeatedly, only to encounter extremely poor customer service, both via product and service knowledgeTheir only response is "a service call" which I have to constantly advise has been doneSuddenlink's senior management is welcomed to leave a vm for contact, I am extremely busy (professionally) and cannot monitor receiving a random call from Suddenlink.Sincerely, ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Techs have been out hereJust doesn't show up on your system due to the fact the guyss come out without a work order in order to prevent a " repeat" ding against themWhich could get them in trouble with their employers Tried to work something outThey would notShows how much the care about and want to keep customersDoing without now instead of bad serviceMight be moving anyway.
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11867685, and find that although this resolution is unsatisfactory to me because I feel that the company is employing unfair practices, the matter
has been resolved
Sincerely,
Ephraim Zuker

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

On 11/*/16, Suddenlink spoke with *** *** regarding her install concerns. The customers first concern was regarding the Technician stating that he did not have time to install the cable in the Office. We asked the customer if she was adding a TV or a modem in that room. She stated that she has TV, and the room where the Modem was installed is fine. Suddenlink advised the customer as to why a TV is needed for each outlet that is activated. We explained to the customer that the technician cannot verify that the outlet is working perfectly without seeing that it’s working on the Television. The customer stated that now she understands. Suddenlink advised the customer that when she gets the new television, she can call us to come out and activate the outlet Suddenlink than asked about being charged a fee for the technician to come out again and activate the outlet in the office. The customer stated that when she called into the call center, an agent quoted her $100.00. Unfortunately the agent did not ask better discovery questions and understand that there was an outlet already existing. The agent quoted the customer a Wall Fish, outlet install and the upgrade fee which came to $100. We explained that to the customer, and asked her if she wanted a new outlet run in the house, and she stated no. We explained those charges, and that if she needed that work done, there would be charges due to us running new line, and installing a new outlet, which the customer understood. Suddenlink apologized to the customer for the miscommunication she received from the agent Suddenlink addressed the customers last concern in regards to the location of the cable box and was advised by the customer that she had asked the technician to install the cable box in her bedroom, where her Television was. The customer advised that the technician installed the cable box in the living room. The customer did have concerns in regards to the location. We asked the customer if she would like us to come back out and move the cable box to the desired location. The customer advised she was thinking of moving the TV into the living room but was concerned that she would not be able to hook up the cable box. Suddenlink advised the customer how to connect the equipment and that even though the cable was working in her bedroom, the customer is still not getting the HD channels or the cable guide on her screenThe customer then understood as to why the cable guide was not on her TV in the bedroom(The customer is in an unencrypted area and her TV has a transponder). Suddenlink advised the customer that we would be more than happy to schedule a technician to come and hook up the TV and the cable box in the living room. The customer stated that she will think about it and attempt to hook it up herself, based on the instructions provided by Suddenlink. We advised that if she has any issues with that, or for any other reason, to contact us and we will take care of her concerns. The customer was grateful for the follow up and addressing her concerns. The customer was asked if she had any other issues in regards to the B.B.B. Rebuttal, which she did not before ending the call

On 3/*/17, *** Sales spoke with the customer; the customer’s billing issue resolvedA one-time $credit was extended to the customer in addition to a promotional rate. *** remains available to further discuss the issue should she have additional questions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
December **, called and said they were going to provide me with the tracking # of the gift card. The card was never shipped as the business claim.THis company is providing information to Revdex.com, and when ask to verify the shipment, the representative was not only RUDE, but very disrespectful.I'm waiting for tracking # to verify the shipment - but nothing has been provided
*** ***

On 3/**/17, Altice contacted the customer to discuss his complaintAltice informed the customer that it is company policy that he must speak with Sales/Retention should he wish to disconnect a whole service such as TVAltice advised that this would work the same way should he request to add a
whole serviceThe customer was informed that his billing is correct and that there is no credit that can be offeredThe customer was not satisfied, but understands that this is Altice's position

We are in receipt of *** ***'s complaint regarding cable and internet related issues as well as her billing related issuesUpon investigation of the complaint, it was determined that *** *** was a Cash Payment Only customer due to multiple rejected debit or check payments*** *** is
currently receiving the lowest rates available for the services that she subscribes toThe bill increase is due to late payment fees and payment assistance fees*** ***'s account has been credited for time without serviceThe company has also removed the restriction on the account in order for *** *** to continue to make payments online and via the automated phone systemUpon speaking with *** ***, this information was relayed to her and she is satisfied with the resolutionSuddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is necessary

Suddenlink has received *** ***’s complaint regarding her concern with her billing*** *** states she was a victim of Hurricane Harvey and states her apartment was flooded and recently discovered that she is being for a month she did not have active service due to the flood*** ***
is requesting credit and a refund for the time she did not have service Suddenlink has researched *** ***’s complaint and show that a Retail Sales Supervisor made contact with *** ***’s son on December **, and apologized for the inconvenience that she has encountered with the process of attempting to receive credit for Hurricane HarveySuddenlink has issued a credit in the amount of $and *** *** now has a total credit on the account of $Suddenlink will process and issue a refund check and apologizes for the inconvenience Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary

On 2/**/17, Suddenlink contacted the customer to discuss her complaintThe customer was advised that Suddenlink no longer gives browser notifications and that the notifications that we do send are being sent to the customer's primary email on fileThe customer was provided with different ways to
receive notifications about her usageThe customer was offered a $courtesy credit for the usage overages on her account, which she acceptedThe customer is satisfied with the response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Optimum is lying about it againThey did not give me a reasonable and justifiable reason for late fees and restoration service feesI did not receive any notifications that my service would get disconnectedThey are cheating with me to make profit out of meOptimum did not make any single effort to resolve the complaintThey did not provide any single reason of late fees and restoration feesThey have once again demonstrated their unethical practices and policies towards their customersOptimum is the biggest cheater in the worldI think I have to consider of disconnecting their services since they cheat with their customers to make money of them. As I mentioned in the settlement of the case, my account is entitled to be credited an amount of $in order to make fair and transparent
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

On 12/**/17, Optimum spoke to ** *** and advised that on 09/*/16, sales reviewed the package and pricing, inclusive of the service protection plan. In November, the customer spoke with our retention department who applied a new 24 month save promotion and a one time $
credit for his poor experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have received an email from Optimum today and responded to them just now via email and also provided them with my phone number Waiting to hear from them Do not close the case as the issue has not been resolvedThank you*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
the answer is unacceptable.I have received a call as a courtesy since the business is required tothe only promotions available are in the case I will sign up for additional services, such as TV and Phone, Which I absolutely won't, this means tripling my costthat is not a solutionI was never offered that as a part of the resolution to this case, I have learned that after calling again myselfthe customer service representative has advised me, only after I asked, that in case I purchase my own modem, Optimum won't be able to support it, which is a complete scamthey force customers to pay a modem fee, or buy a new modem from their online store (more business for them), but leave the customer in the dark in terms of support. also, leaving me a message on my cell phone does not indicate the problem was solvedtheir follow up was unsuccessful, I am also ready and willing to hear what they have to offer. All I know is my bill is now $higher than the last (paid in full via auto-pay) and this is unacceptable. best regards
*** ***

Attempts made to contact *** *** between 2/**/and 2/**/were unsuccessful
As of 2/**/18, Optimum has renegotiated a contract that will return the Starz and Encore programming to customers across the Optimum footprint who are active with the required level of video serviceThe full contents
of the programming is expected to return before the end of the month
Optimum is not offering any credits or adjustments for the time when Starz programming was not available as Optimum had added additional programming for subscribers
Optimum remains available to assist *** *** with any other questions or concerns he may have