J. Doyle Backhoe Service

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 customersOur agreement to carry Starz and StarzEncore has expired as of December **, 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 decisionHowever, 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 channelsAs 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 costsSince our last contract renewal, Starz began offering an over-the-top streaming service that consumers could buy directly through Starz at *** 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 costsAn Optimum specialist spoke to *** *** to address her concerns regarding the removal of Starz/Encore and educated her on the new channels added to the lineup*** *** understands credit is not being issuedTell us why here

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:
They have yet to Identify why the internet fails on a random basis. In fact it failed three times todayAfter a technician came to the house this morning Billing has given me a credit of towards my bill to cover the internet outages. This is a reasonable attempt but there is still no reason for the outages. My only options left may be to purchase and use my own equipment I will be attempting to connect my wireless computer by ethernet if it still fails my own equipment will be my last resort
*** ***

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:
[Your Answer Here]
I already sent you a responseAlso, the company was trying to contact me at the wrong phone number however, I did call and sent an e-mail with my correct phone number
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

On 12/*/17, Altice contacted the customer and confirmed that he is content with the modem set up that he currently hasThe customer was provided our contact information should any additional assistance be required

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 ***; 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 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 Newsday.com
On 2/**17, a representative of Optimum contacted *** *** in response to the complaintOur representative educated *** on the new Terms of Service and answered her questions

Altice attempted to arrange customer contact by phone; however, contact has been unsuccessfulUpon 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 ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

On 10/**/16, a Suddenlink representative spoke to the customer and explained the bill to his satisfaction. The customer was provided our direct contact information should he have any additional concerns and considers the issue resolved

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 resolvedThey called me offered me a credit for the installation and backbill for the wrong option given to
me beforeEverything is okay
Sincerely,
*** ***

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 customerThe 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 periodAccess 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).*** attempted to contact the customer several times but the person who answers the contact number advises the customer is not available at this number but would forward along our messagesA no contact letter was sent to the customer's address with our direct contact information

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:
1)Many companies do prorate their services especially if you have had their services for many yearsI previously changed cell phone companies and my services were prorated even though they bill for the month ahead also. 2) The notice was written in small print on the second page which is the back page. There were no colorful banners, bold print or captions mentioning the change on the front page. 3) All the representative did was mainly restate that according to company policy at the corporate level nothing could be done and that he would give all info/complaint to the department that is monitoring all complaints submitted. 4) Already stated the wifi is not accessible in Florida and those apps/programs don't give Florida news/weather. 5) Optimum states that they are for there customers but this doesn't show it. If they were they would not charge anyone for services that they are unable to use. It would understand charging someone the full amount if they were constantly disconnecting and reconnecting their service with Optimum. Not a senior citizen who has been a loyal customer for many many years and 99% if not 100% monthly payments were made on time and in full
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not finished yet and am awaiting a call back from optimum next week
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:
The business referenced a *** ***, when if they were referring to me they should have referenced a *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Suddenlink identified an issue with the processing of the two payments stated in the complaintCustomer has been added back to auto pay, and all fees associated with the returned payments have been credited

Suddenlink has received *** ***’s complaint regarding a poor installation for services, services not working after the install, and a request to be credited for a deposit, or installation feeSuddenlink has researched *** ***’s account; the installation date for *** *** took place on
February ***, The work order for the install included a prepayment of $120.00, a free installation, and a $activation chargeFurther research shows that on February ***, 2018, *** *** attempted to post a payment of $120.00, which later came back as a rejected payment*** *** contacted Suddenlink on February ***, and provided information to the representative regarding a poor install by the field technician; a $credit for the activation charge was granted to *** *** for a one time courtesyDuring the phone call *** *** made to Suddenlink on February ***, 2018, a service call was scheduled for technical issues; this appointment was scheduled for the following day, February *** *** contacted Suddenlink on the *** of February and requested to cancel the service callSince the installation on February ***, any payment(s) *** *** attempted to provide Suddenlink for services rendered was rejected, and her account has been disconnected for non-paymentSuddenlink attempted to contact *** *** to provide the above information, but unfortunately was unsuccessfulA contact letter was mailed to *** *** should she need additional assistance in restoring her account, and scheduling a technician to the homeSuddenlink feels that we have satisfied our obligations in regards to this complaint and no further contact is necessary

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 ***An Optimum specialist attempted to reach *** *** on 3/**/Phone attempts were unsuccessfulA letter was sent to *** *** with our direct contact informationUpon review of the customer’s account due to our service cancellation in place a prorate credit is not due

Suddenlink received *** ***'s complaint regarding our service call fee policy & a field tech coming out under the influence According to our records *** *** had a tech out to his home for guide issuesThe tech closed the case out as customer education but charged the customer for the
visitOn 11/**/the account was credited for the service call fee & the information sent over to the field team for them to handle the issue internallyWe have attempted to contact *** *** but have been unsuccessful in our effortsWe have sent a letter with our contact information and request that she contact us directly for further assistance.Suddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is necessary

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: Dory, Optimum representative, admits that, although the name change form was submitted on 8/**, they did not "get to it" until 9/**So, this begs the question, how is this MY fault? The form itself says it takes business days to processThat would be 8/** the first fax which I have confirmation of and 9/* the call/letter, and second fax receiptTherefore, the form should have been processed and in fact I was told in my third call that it "finally" went through and all was wellNow Dory says that as of 9/** the account became past due so they refused to accept the formNumber 1, no one called to tell me this and number 2, the form should have been processed by 8/**, or, 9/* at the latestbasically, they are grasping at straws at how to make this MY fault and collect for services I was not even receivingTo further illustrate this point, Dory actually said to me yesterday that had I not listened to their representative this would not have happenedI told her I was glad she was recording the call as she may need it in courtthat is the most ludicrous thing Ive ever heard and proves one of my original points that this company does not want to take responsibility for anythingI explained that their representative advised me to complete the name change form rather than cancelling service and she said, "yes and you agreedhad you not listened and just cancelled this would not have happened"UNBELIEVABLE!!!lastly, she informed me that even if all went through I would have been responsible for this bill until 8/**, not 8/** as agreedI then, in fairness, agreed to pay the balance through 8/Dory, and Optimum, said that was not an acceptable resolutionI agree as I should only be responsible through 8/** but I was willing to do that to avoid court and the mediai advise anyone in an area where the dish is to use that as Optimum is not reliable and their customer service is horrific.
*** ***

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 resolvedHowever, I would like to advise you that this was ABSOLUTELY NOT done as any type of courtesy, If this was a courtesy it would of been done as it should of been from the very beginningThis was only finally credited to us after serving the business with an official complaint via the FCCThank you for your assistance in resolving this matter, We now consider this matter resolved and closed
Sincerely,
*** ***

Suddenlink has attempted to reach the complainant of several occasions by phone, but these attempts have not been successfulSuddenlink has provided contact information via voicemail to the number listed on the complaint, if customer would wish to speak with us at a later date