Metrocast Communication

One of MetroCast’s Customer Service Supervisors, Angelica W***, spoke with Mr [redacted] on Monday, August 23rd to confirm the details regarding the serviceability survey that needed to be completed On the same day, a MetroCast technician completed this survey, and the results of this survey were shared with Mr [redacted] , including the paperwork needed to move forward with providing service at this new location Mr [redacted] returned the completed paperwork to MetroCast on Thursday, August 25th, and MetroCast's technical team is working diligently to complete the underground construction work needed to provide service to Mr [redacted] 's new address Mr [redacted] expressed his satisfaction with the resolution of this situation to MsWatts when they spoke earlier this week As you know, MetroCast takes great pride in its ability to deliver the highest quality products and services and always is concerned if a customer feels dissatisfied in any way For this reason, we appreciate all customer feedback we receive Please do not hesitate to contact MrWilliam N [redacted] , MetroCast’s General Manager for Virginia, at (804) 758-0487, if you have any questions or comments with regard to this response

Dear [redacted] ***This letter is beingsubmitted in response to the above-referenced complaint (the"Complaint")detailed in the Complaint information form attached to that certain letterdatedTuesday, January 13,issued by your officeFor your convenience, theallegationscontained in theComplaint are reproduced in the following paragraph, and our responseappearsbelow the reproduced allegations:Customer's Statement ofthe ProblemIn 2012, we purchaseda pkg from MetroCast which included phone, cable and internetAt the time ofinstallation, the technician highlighted on the Cable Guide the channels wewould haveIn October 2014, we were experiencing issues with our phone andwhen the technician came out - he went to outside box, then came in and advisedthat "just so you know, I've put a trap on your line so you won't get allthe channels you've been getting"I understand that we had the basicpackage and (because of a glitch in their system, we had been getting morechannelsMy problem is that there was NO COMMUNICATION from Metrocast advisingahead of time that they were putting the traps onInstead, the technician saidif we hadn't had a phone service call, we would have turned our tv on one dayand the channels would be gone -- that since August/September thetechnicians were going house to house installing the trapsI think, because itwas their equipment problem, that they should have, at the least, offered us adiscount to keep the channels or at the most, communicated with us prior to OURcall regarding the phoneThe technician also told us that if we chose toupgrade our service, there would be a $charge to remove the trap BEFORE wecould even upgradeUnfortunately, they are the only cable company thatservices our area, so we don't have any other options other than no cableIhave called several times to discuss and the only option given is the $trapremoval charge and an upgrade at fee [redacted] Complaintand MetroCast's ResponseIn response to thisComplaint, MetroCast's [redacted] had severaltelephone conversations with [redacted] on both January 19, and January 20,The [redacted] objected to the manner ln which MetroCast removed the ExpandedBasic Service being inadvertently provided to the [redacted] by MetroCast[redacted] ***were receiving Expanded Basic Service despite not paying for or subscribing tothis higher level of serviceTherefore, when a technicianwho responded to a service call at their residence identified that the Hallswere inadvertently receiving this service, they corrected the trap to ensure thatthe Halls only receive the level of service to which they subscribed and forwhich they had been payingIf a customer wants to convertfrom Basic Service to Expanded Basic Service, MetroCast charges a $upgradefee to compensate for the trip required to the customer'sresidence to physically remove the trapA~ a courtesy to the Halls, Mr [redacted] offered to waive the $upgrade fee and provide [redacted] with Expanded BasicService free for one monthThe [redacted] declined thisofferAlso, during the January 19, telephone call [redacted] asked whether the [redacted] were having any other service concerns with MetroCast [redacted] replied that she had some issues with her telephone and internethowever, when [redacted] offered to make a service call to the ***home to address her concerns, Mrs [redacted] declined the offerto send a · TechnicianAs you know, MetroCast takes great pride in its abilityto deliver the highest quality products and services and always is concerned ifa customer feels dissatisfied in any wayForthis reason weappreciate all customer feedback we receive and appreciatethe opportunity toaddress the [redacted] concernsPlease do not hesitate to contact me at [redacted] if you haveany questions or comments with regard to this responseWehave sent a copy of this response to [redacted] via [redacted] Sincerely, [redacted] ***

Following our receipt of Mr [redacted] ’s Complaint, we attempted to contact Mr [redacted] by phone and by email to discuss the matter detailed in the Complaint and to schedule a service call at Mr [redacted] ’s residenceWe have yet to hear back from Mr [redacted] , but we had our technicians test our outside plant that serves Mr [redacted] ’s residence and confirm that it is performing properly As you know, MetroCast takes great pride in its ability to deliver the highest quality products and services and always is concerned if a customer feels dissatisfied in any wayFor this reason, we appreciate all customer feedback we receivePlease do not hesitate to contact MrBill N [redacted] , MetroCast's General Manager for Virginia, at (***) ***-***, if you have any questions or comments with regard to this response

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] .Normally I am not one to complain but we all get mad some times I am very pleased with the professionalism that was used to take care of this matterYour team has impressed me fully and I am very happy to be your customer.Thanks again, [redacted]

Re: BBB Complaint No. [redacted] ; [redacted] After receiving Mr. [redacted] complaint, we contacted Mr. [redacted] and were able to activate his MetroCast services. We confirmed that Mr. [redacted] was satisfied with his MetroCast services and explained to Mr. [redacted] that we would have a... MetroCast technician visit his home the following day to perform the essential tasks associated with a MetroCast professional installation. As we explained to Mr. ***, a MetroCast professional installation accomplishes more than activating MetroCast services. During a MetroCast professional installation, a MetroCast technician ensures that the home is properly grounded, confirms that the home is configured to receive the services to which the customer subscribes and performs a home certification to make sure all MetroCast services are performing to specifications. As you know, MetroCast takes great pride in its ability to deliver the highest quality products and services and always is concerned if a customer feels dissatisfied in any way. For this reason, we appreciate all customer feedback we receive. Please do not hesitate to contact Mr. William N [redacted] , MetroCast’s General Manager for [redacted] , at [redacted] , if you have any questions or comments with regard to this response.

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted] ***

One of MetroCast’s Customer Service Supervisors, Angelica W***, spoke with Mr*** on Monday, August 23rd to confirm the details regarding the serviceability survey that needed to be completed. On the same day, a MetroCast technician completed this survey, and the results of this survey
were shared with Mr***, including the paperwork needed to move forward with providing service at this new location. Mr*** returned the completed paperwork to MetroCast on Thursday, August 25th, and MetroCast's technical team is working diligently to complete the underground construction work needed to provide service to Mr***'s new address. Mr*** expressed his satisfaction with the resolution of this situation to MsWatts when they spoke earlier this week. As you know, MetroCast takes great pride in its ability to deliver the highest quality products and services and always is concerned if a customer feels dissatisfied in any way. For this reason, we appreciate all customer feedback we receive. Please do not hesitate to contact MrWilliam N***, MetroCast’s General Manager for Virginia, at (804) 758-0487, if you have any questions or comments with regard to this response

MetroCast reviewed its files and found that Ms*** subscribed to MetroCast internet service and requested inst.allation of a wired modem on March 28, On that date, a MetroCast technician connected the internet service but did not have a wired modem in the truck. In order to
assme Ms*** immediate access to the internet, the MetroCast technician installed a wireless modem. April , 2015, Ms*** called MetroCast's customer service to discuss the installation charge and monthly service fees on her accountMetroCast charges $for the installation of internet service regardless of the type of modem and the monthly rental fee for a wireless modem is $more than the wired modemDuring the call, the customer servicerepresentative assured Ms, *** that MetroCast would apply the $credit to the modem / / : FAI HARRON MGMT CO LLC ~003 tental fee once the wireless modem was exchanged for a wired modem, however, the customer service representative was unable to fully respond to Ms***'s conccms as the call was disconnected more than once. In response to this Complaint, Virginia North TechnicalSupervisor, *** ***, has spoken to Ms*** and is making arrangements to schedule a service cell to exchange the modems and thereafter apply the $credit to Ms***'s account In the interim, as an accommodation to Ms***, MetroCast applied a $credit to her account today. As you know, MetroCast takes great pride in its ability to deliver the highest quality products and services and always is concerned if a customer feels dissatisfied in any wayFor this reason, we appreciate all customer feedback we receive and appreciate the opportunity to address the issues in Ms***'s Complaint Please do not hesitate to contact me at *** *** if you have any questions or comments with regard to this responseWe have sent a copy of this response to Ms, *** via Federal Express, Sincerely, *** ** *** General Manager, Virginia System

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We received a copy of the document that was sent to you by Metrocast Their position in the document does not address the communication aspect of our complaint We did speak with their representative, Mr***, on three separate occasions In each of those conversations, he did not address the lack of appropriate communication regarding the "trap" that was placed on our equipment It was not - as their letter suggests - that we knowingly were receiving the extended basic package without paying I explained to Mr*** that the technician who installed our service was the one who highlighted the channels we had at the time of installation
Our requested outcome was not met by Metrocast -- one free month does not address our issue which was the way in which this situation was handled I did inquire about the possibility of reinstating the service that was identified to us at the time of installation but Mr*** advised that the best he could do was waive the trap removal fee and give us one free month The bottom line to all this is that when service was provided at the time of installation, the technician advised us via highlighting the channels available to us and in the 15+ service calls for our cable issues following installation, NO ONE (technical support staff or technicians on site) ever mentioned that we were getting channels that were beyond our package We can only assume from their letter that they will not be acknowledging and rectifying this situation to our satisfaction in an effort to maintain good customer relations
Regards,*** ***

Dear [redacted]This letter is beingsubmitted in response to the above-referenced complaint (the"Complaint")detailed in the Complaint information form attached to that certain letterdatedTuesday, January 13,2015 issued by your office. For your convenience,...

theallegationscontained in theComplaint are reproduced in the following paragraph, and our responseappearsbelow the reproduced allegations:Customer's Statement ofthe ProblemIn 2012, we purchaseda pkg from MetroCast which included phone, cable and internet. At the time ofinstallation, the technician highlighted on the Cable Guide the channels wewould have. In October 2014, we were experiencing issues with our phone andwhen the technician came out - he went to outside box, then came in and advisedthat "just so you know, I've put a trap on your line so you won't get allthe channels you've been getting". I understand that we had the basicpackage and (because of a glitch in their system, we had been getting morechannels. My problem is that there was NO COMMUNICATION from Metrocast advisingahead of time that they were putting the traps on. Instead, the technician saidif we hadn't had a phone service call, we would have turned our tv on one dayand the channels would be gone -- that since August/September 2014. thetechnicians were going house to house installing the traps. I think, because itwas their equipment problem, that they should have, at the least, offered us adiscount to keep the channels or at the most, communicated with us prior to OURcall regarding the phone. The technician also told us that if we chose toupgrade our service, there would be a $40 charge to remove the trap BEFORE wecould even upgrade. Unfortunately, they are the only cable company thatservices our area, so we don't have any other options other than no cable. Ihave called several times to discuss and the only option given is the $40 trapremoval charge and an upgrade at normal fee.  [redacted] Complaintand MetroCast's ResponseIn response to thisComplaint, MetroCast's[redacted]had severaltelephone conversations with [redacted] on both January 19, 2015 and January 20,2015. The [redacted] objected to the manner ln which MetroCast removed the ExpandedBasic Service being inadvertently provided to the [redacted] by MetroCast.[redacted]were receiving Expanded Basic Service despite not paying for or subscribing tothis higher level of service. Therefore, when a technicianwho responded to a service call at their residence identified that the Hallswere inadvertently receiving this service, they corrected the trap to ensure thatthe Halls only receive the level of service to which they subscribed and forwhich they had been paying. If a customer wants to convertfrom Basic Service to Expanded Basic Service, MetroCast charges a $40 upgradefee to compensate for the trip required to the customer'sresidence to physically remove the trap. A~ a courtesy to the Halls, Mr. [redacted]offered to waive the $40 upgrade fee and provide [redacted] with Expanded BasicService free for one month. The [redacted] declined thisoffer. Also, during the January 19, 2014 telephone call[redacted]asked whether the[redacted] were having any other service concerns with MetroCast. [redacted] replied that she had some issues with her telephone and internethowever, when [redacted] offered to make a service call to the [redacted]home to address her concerns, Mrs. [redacted] declined the offerto send a · Technician. As you know, MetroCast takes great pride in its abilityto deliver the highest quality products and services and always is concerned ifa customer feels dissatisfied in any way. Forthis reason weappreciate all customer feedback we receive and appreciatethe opportunity toaddress the [redacted]concerns. Please do not hesitate to contact me at [redacted] if you haveany questions or comments with regard to this response. Wehave sent a copy of this response to [redacted] via[redacted]Sincerely,[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Normally I am not one to complain but we all get mad some times.  I am very pleased with the professionalism that was used to take care of this matter. Your team has impressed me fully and I am very happy to be your customer.
Thanks again,
[redacted]

MetroCast reviewed its files and found that Ms. [redacted] subscribed to MetroCast internet service and requested inst.allation of a wired modem on March 28, 2015. On that date, a MetroCast...

technician connected the internet service but did not have a wired modem in the truck. In order to assme Ms. [redacted] immediate access to the internet, the MetroCast technician installed a wireless modem. 011 April 23 , 2015, Ms. [redacted] called MetroCast's customer service to discuss the installation charge and monthly service fees on her account. MetroCast charges $99.95 for the installation of internet service regardless of the type of modem and the monthly rental fee for a wireless modem is $1.00 more than the wired modem. During the call, the customer servicerepresentative assured Ms, [redacted] that MetroCast would apply the $1.00 credit to the modem 04 / 28 / 2015 14 : 40 FAI 610 993 1100 HARRON MGMT CO LLC ~003 tental fee once the wireless modem was exchanged for a wired modem, however, the customer service representative was unable to fully respond to Ms. [redacted]'s conccms as the call was disconnected more than once. In response to this Complaint, Virginia North Technical. Supervisor, [redacted], has spoken to Ms. [redacted] and is making arrangements to schedule a service cell to exchange the modems and thereafter apply the $1.00 credit to Ms. [redacted]'s account In the interim, as an accommodation to Ms. [redacted], MetroCast applied a $50.00 credit to her account today. As you know, MetroCast takes great pride in its ability to deliver the highest quality products and services and always is concerned if a customer feels dissatisfied in any way. For this reason, we appreciate all customer feedback we receive and appreciate the opportunity to address the issues in Ms. [redacted]'s Complaint Please do not hesitate to contact me at [redacted] if you have any questions or comments with regard to this response. We have sent a copy of this response to Ms, [redacted] via Federal Express, Sincerely, [redacted] General Manager, Virginia System

One of MetroCast’s Customer Service Supervisors, Angelica W[redacted], spoke with Mr. [redacted] on Monday, August 23rd to confirm the details regarding the serviceability survey that needed to be completed.  On the same day, a MetroCast technician completed this survey, and the results of this...

survey were shared with Mr. [redacted], including the paperwork needed to move forward with providing service at this new location.  Mr. [redacted] returned the completed paperwork to MetroCast on Thursday, August 25th, and MetroCast's technical team is working diligently to complete the underground construction work needed to provide service to Mr. [redacted]'s new address.  Mr. [redacted] expressed his satisfaction with the resolution of this situation to Ms. Watts when they spoke earlier this week.    As you know, MetroCast takes great pride in its ability to deliver the highest quality products and services and always is concerned if a customer feels dissatisfied in any way.  For this reason, we appreciate all customer feedback we receive.  Please do not hesitate to contact Mr. William N[redacted], MetroCast’s General Manager for Virginia, at (804) 758-0487, if you have any questions or comments with regard to this response.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].Normally I am not one to complain but we all get mad some times.  I am very pleased with the professionalism that was used to take care of this matter. Your team has impressed me fully and I am very happy to be your customer.Thanks again,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

Re:  Revdex.com Complaint No. [redacted]   After receiving Mr. [redacted] complaint, we contacted Mr. [redacted] and were able to activate his MetroCast services. We confirmed that Mr. [redacted] was satisfied with his MetroCast services and explained to Mr. [redacted] that we would have a...

MetroCast technician visit his home the following day to perform the essential tasks associated with a MetroCast professional installation.  As we explained to Mr. [redacted], a MetroCast professional installation accomplishes more than activating MetroCast services.  During a MetroCast professional installation, a MetroCast technician ensures that the home is properly grounded, confirms that the home is configured to receive the services to which the customer subscribes and performs a home certification to make sure all MetroCast services are performing to specifications.   As you know, MetroCast takes great pride in its ability to deliver the highest quality products and services and always is concerned if a customer feels dissatisfied in any way.  For this reason, we appreciate all customer feedback we receive.  Please do not hesitate to contact Mr. William N[redacted], MetroCast’s General Manager for [redacted], at [redacted], if you have any questions or comments with regard to this response.

Following our receipt of Mr. [redacted]’s Complaint, we attempted to contact Mr. [redacted] by phone and by email to discuss the matter detailed in the Complaint and to schedule a service call at Mr. [redacted]’s residence. We have yet to hear back from Mr. [redacted], but we had our technicians test...

our outside plant that serves Mr. [redacted]’s residence and confirm that it is performing properly.   As you know, MetroCast takes great pride in its ability to deliver the highest quality products and services and always is concerned if a customer feels dissatisfied in any way. For this reason, we appreciate all customer feedback we receive. Please do not hesitate to contact Mr. Bill N[redacted], MetroCast's General Manager for Virginia, at ([redacted]) [redacted], if you have any questions or comments with regard to this response.

Review: I am so furious with this company right now. I am about to rent a house and have been trying to get them to see if the location is serviceable for almost a month now. I'm a computer tech in one of two computer repair stores in the small town I live in and my life revolves around high speed internet. The serviceability of some of the houses in this area is horrible. You can have whole streets wired with one or two houses on that same street not serviced because they were to cheap or lazy to update the lines or run them at all. The only real way to be sure you can get cable internet at a location in this town is if it is already run to the house and even then it's questionable because they never updated the lines for some reason.

If you call Metrocast and they tell you they will call you back call them liars right then and there because they're only saying they will call you back so they can get you off the phone and dissuade you from calling them again.

Pretty sure my next call to them will be at the end of the month when I cancel my cable service because I could never find out whether or not I can transfer it.Desired Settlement: I would love a call back that would let me know yes or no on the location I am trying to get service.

Business

Response:

One of MetroCast’s Customer Service Supervisors, Angelica W[redacted], spoke with Mr. [redacted] on Monday, August 23rd to confirm the details regarding the serviceability survey that needed to be completed. On the same day, a MetroCast technician completed this survey, and the results of this survey were shared with Mr. [redacted], including the paperwork needed to move forward with providing service at this new location. Mr. [redacted] returned the completed paperwork to MetroCast on Thursday, August 25th, and MetroCast's technical team is working diligently to complete the underground construction work needed to provide service to Mr. [redacted]'s new address. Mr. [redacted] expressed his satisfaction with the resolution of this situation to Ms. Watts when they spoke earlier this week. As you know, MetroCast takes great pride in its ability to deliver the highest quality products and services and always is concerned if a customer feels dissatisfied in any way. For this reason, we appreciate all customer feedback we receive. Please do not hesitate to contact Mr. William N[redacted], MetroCast’s General Manager for Virginia, at (804) 758-0487, if you have any questions or comments with regard to this response.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].Normally I am not one to complain but we all get mad some times. I am very pleased with the professionalism that was used to take care of this matter. Your team has impressed me fully and I am very happy to be your customer.Thanks again,

Review: In 2012, we purchased a pkg from MetroCast which included phone, cable and internet. At the time of installation, the technician highlighted on the Cable Guide the channels we would have. In October 2014, we were experiencing issues with our phone and when the technician came out - he went to outside box, then came in and advised that "just so you know, I've put a trap on your line so you won't get all the channels you've been getting". I understand that we had the basic package and (because of a glitch in their system, we had been getting more channels. My problem is that there was NO COMMUNICATION from Metrocast advising ahead of time that they were putting the traps on. Instead, the technician said if we hadn't had a phone service call, we would have turned our tv on one day and the channels would be gone -- that since August/September 2014. the technicians were going house to house installing the traps. I think, because it was their equipment problem, that they should have, at the least, offered us a discount to keep the channels or at the most, communicated with us prior to OUR call regarding the phone. The technician also told us that if we chose to upgrade our service, there would be a $40 charge to remove the trap BEFORE we could even upgrade. Unfortunately, they are the only cable company that services our area, so we don't have any other options other than no cable. I have called several times to discuss and the only option given is the $40 trap removal charge and an upgrade at normal fee.Desired Settlement: Since we have been a long-time customer, I would like to see MetroCast offer to reinstate the channels we were told were available upon installation -- since it was THEIR EQUIPMENT that caused the "glitch". (New customers would not have the problems we did.) If they had offered to waive the trap removal charge and a discount on an upgrade, we might have considered doing that.

Business

Response:

Dear [redacted]This letter is beingsubmitted in response to the above-referenced complaint (the"Complaint")detailed in the Complaint information form attached to that certain letterdatedTuesday, January 13,2015 issued by your office. For your convenience, theallegationscontained in theComplaint are reproduced in the following paragraph, and our responseappearsbelow the reproduced allegations:Customer's Statement ofthe ProblemIn 2012, we purchaseda pkg from MetroCast which included phone, cable and internet. At the time ofinstallation, the technician highlighted on the Cable Guide the channels wewould have. In October 2014, we were experiencing issues with our phone andwhen the technician came out - he went to outside box, then came in and advisedthat "just so you know, I've put a trap on your line so you won't get allthe channels you've been getting". I understand that we had the basicpackage and (because of a glitch in their system, we had been getting morechannels. My problem is that there was NO COMMUNICATION from Metrocast advisingahead of time that they were putting the traps on. Instead, the technician saidif we hadn't had a phone service call, we would have turned our tv on one dayand the channels would be gone -- that since August/September 2014. thetechnicians were going house to house installing the traps. I think, because itwas their equipment problem, that they should have, at the least, offered us adiscount to keep the channels or at the most, communicated with us prior to OURcall regarding the phone. The technician also told us that if we chose toupgrade our service, there would be a $40 charge to remove the trap BEFORE wecould even upgrade. Unfortunately, they are the only cable company thatservices our area, so we don't have any other options other than no cable. Ihave called several times to discuss and the only option given is the $40 trapremoval charge and an upgrade at normal fee. [redacted] Complaintand MetroCast's ResponseIn response to thisComplaint, MetroCast's[redacted]had severaltelephone conversations with [redacted] on both January 19, 2015 and January 20,2015. The [redacted] objected to the manner ln which MetroCast removed the ExpandedBasic Service being inadvertently provided to the [redacted] by MetroCast.[redacted]were receiving Expanded Basic Service despite not paying for or subscribing tothis higher level of service. Therefore, when a technicianwho responded to a service call at their residence identified that the Hallswere inadvertently receiving this service, they corrected the trap to ensure thatthe Halls only receive the level of service to which they subscribed and forwhich they had been paying. If a customer wants to convertfrom Basic Service to Expanded Basic Service, MetroCast charges a $40 upgradefee to compensate for the trip required to the customer'sresidence to physically remove the trap. A~ a courtesy to the Halls, Mr. [redacted]offered to waive the $40 upgrade fee and provide [redacted] with Expanded BasicService free for one month. The [redacted] declined thisoffer. Also, during the January 19, 2014 telephone call[redacted]asked whether the[redacted] were having any other service concerns with MetroCast. [redacted] replied that she had some issues with her telephone and internethowever, when [redacted] offered to make a service call to the [redacted]home to address her concerns, Mrs. [redacted] declined the offerto send a · Technician. As you know, MetroCast takes great pride in its abilityto deliver the highest quality products and services and always is concerned ifa customer feels dissatisfied in any way. Forthis reason weappreciate all customer feedback we receive and appreciatethe opportunity toaddress the [redacted]concerns. Please do not hesitate to contact me at [redacted] if you haveany questions or comments with regard to this response. Wehave sent a copy of this response to [redacted] via[redacted]Sincerely,[redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We received a copy of the document that was sent to you by Metrocast. Their position in the document does not address the communication aspect of our complaint. We did speak with their representative, Mr. [redacted], on three separate occasions. In each of those conversations, he did not address the lack of appropriate communication regarding the "trap" that was placed on our equipment. It was not - as their letter suggests - that we knowingly were receiving the extended basic package without paying. I explained to Mr. [redacted] that the technician who installed our service was the one who highlighted the channels we had at the time of installation.

Review: When I ordered internet service, I ordered a wired router. When the technician installed the equipment, he brought the wrong router and said another technician would be sent out to fix the problem. Metrocast did not call to send another router, they sent me a bill for the wireless router instead. I paid $100 for the equipment to be installed and they install the wrong equipment.Desired Settlement: Refund of the $100 installation fee since they did not do the installation correctly and now want to waste my time to have it switched out and not have to pay for the monthly difference in equipment for the entire length of service.

Business

Response:

MetroCast reviewed its files and found that Ms. [redacted] subscribed to MetroCast internet service and requested inst.allation of a wired modem on March 28, 2015. On that date, a MetroCast technician connected the internet service but did not have a wired modem in the truck. In order to assme Ms. [redacted] immediate access to the internet, the MetroCast technician installed a wireless modem. 011 April 23 , 2015, Ms. [redacted] called MetroCast's customer service to discuss the installation charge and monthly service fees on her account. MetroCast charges $99.95 for the installation of internet service regardless of the type of modem and the monthly rental fee for a wireless modem is $1.00 more than the wired modem. During the call, the customer servicerepresentative assured Ms, [redacted] that MetroCast would apply the $1.00 credit to the modem 04 / 28 / 2015 14 : 40 FAI 610 993 1100 HARRON MGMT CO LLC ~003 tental fee once the wireless modem was exchanged for a wired modem, however, the customer service representative was unable to fully respond to Ms. [redacted]'s conccms as the call was disconnected more than once. In response to this Complaint, Virginia North Technical. Supervisor, [redacted], has spoken to Ms. [redacted] and is making arrangements to schedule a service cell to exchange the modems and thereafter apply the $1.00 credit to Ms. [redacted]'s account In the interim, as an accommodation to Ms. [redacted], MetroCast applied a $50.00 credit to her account today. As you know, MetroCast takes great pride in its ability to deliver the highest quality products and services and always is concerned if a customer feels dissatisfied in any way. For this reason, we appreciate all customer feedback we receive and appreciate the opportunity to address the issues in Ms. [redacted]'s Complaint Please do not hesitate to contact me at [redacted] if you have any questions or comments with regard to this response. We have sent a copy of this response to Ms, [redacted] via Federal Express, Sincerely, [redacted] General Manager, Virginia System