MetroCast Communications of Connecticut

Review: I did originally fill out a complaint form. But I think I used the wrong context. My complaint number is[redacted]. And I wrote into the Revdex.com. Because I have had nothing less than hassle ever since I became a consumer. As I always try to stay proactive in my bill cycle due to the fact I only get paid bi weekly. I call occasionally to ask for an extension. Every time they tell me the policy has changed or another story as to why they can't help me. But inward able to get three extensions this far and have made good on every payment. And I always have to escalate to a supervisor or manager. It's just exhausting I have to go through that.Desired Settlement: All I ask for was an extension until Friday the 24 th of October. But instead they would rather come pick up their equipment on Monday rather than wait for a payment on Friday.

Business

Response:

Review: I am very disturbed as to how Metro cast does business. Since My horrible install I have called numerous times in order to get it fixed. Not one person has helped I am told I need to speak with one certain person and it's up to me to get a hold of him... He called once left a message and apparently that was my only option for resolution.. When the man came to install my cable he was very concerned with his phone and music and not the job at hand.. He was supposed to install 4 t.vs he drilled extra holes into my siding that DID NOT need to be there in order for him to do his job as the house was previously wired for cable and already had holes to go through and now my house looks rediculous. Not only did he ruin my siding but he couldn't even secure the wires that he wrapped around my house instead they dangle and when they break I'm sure you will tell me to pay to have them fixed.. He didn't like the main line to the pole so he put up a new one leaving the old one just hanging around. If that wasn't bad enough one of the 4 TV's wasn't not finished being installed he never checked it before leaving my house and what would you know that's the main TV I wanted working... I do not understanding why I am paying for a service when I can't even get someone to fix there own mistake nor have the full service I am paying for. Whether or not the install was a promotion rate I still payed for it and I expect it to be done correctly. I have called so many times I am at whits end all I have requested is for the install to be corrected and my installation fee removed its disturbing calling the customer service number as many times as I have has not resulted in someone coming to fix my problem.Desired Settlement: I would like the consumer to take customer complaints serious considering I am paying for a service.. I would like the problem to be rectified and I want a credit to my account for install and for racking up my cell phone minutes for hours of trying to get this problem rectified.

Business

Response:

Installation Manager, [redacted], reached out to Ms. [redacted] to address the issues in her complaint. 1-15-15 Customer Service Manager,[redacted] reached out to Ms. [redacted] to ensure the issue was resolved to her satisfaction. Ms. [redacted] provided her direct contact number for follow up.

Regards,

Review: I, unfortuately, had to switch to Metrocast when moving to [redacted] and have had monthly problems with billing, service, customer service, etc.My bill is incorrect every month, causing me to have to contact the company. This ususally ends up with hours of time on the phone, or waiting for a response from contacting them online - which never happens.Their service is horrible; internet issues weekly, phone and cable occasionally, and the charges are unbelievably exorbitant considering the service provided. I was also informed during my last 1+ hour phone call, a few days ago, that there was another $7/mo. increase. This now makes my monthly bill almost $200 for having the basic services offered, i.e., no movie channels or extras for my cable service. I had AT&T previously, paying $143/month for full expanded cable with every channel available - and NEVER had any billing or customer service issues ever.Desired Settlement: I would like Revdex.com to look into this and find out why this company does not practice proper billing practices, i.e., different charges every month, and horrible/non-existent resolution of the problems.

Business

Response:

Customer Service Manager [redacted] reached out to Account holder [redacted]. Ms. [redacted]'s was installed with VIP services in June of 2013 at a monthly rate of $139.95 a month plus equipment rental,taxes and fees, this rate has not changed until the recent rate increase in January 2014. Notification of January's rate increase was included in the November's billing statement.

Ms. S[redacted] will be sending out copies of monthly billing along with details of charges and payments made to date.

Ms. S[redacted] provided Ms. [redacted] with her direct contact information. Ms. [redacted] will call back at a time that is convenient for her to set up a service call to address the service issue she is experiencing.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I changed my television service from basic to expanded basic and was charged a $46.06 service fee that I was not informed of. When I called to inform them, they refused to remove these charges stating that is just the was it is.Desired Settlement: $46.06 service fee plus taxes returned along with an apology

Business

Response:

Customer Service Manager ([redacted]) reviewed the account in question. The Change of Service Fee of $40.00 plus tax was reversed Nov 10, 2014. This credit will reflect on Ms. [redacted]'s next billing statement.

I apologize for any inconvenience this may have caused.

Regards,

Customer Service Manger

Review: This is the email that I sent to the company:I have been trying to reach your office ALL MORNING ( phone number ###-###-####) by phone, in vain. I have tried every 1/2 hour since 8am to reach someone by phone and have been greeted with a busy signal.This is just one of a laundry list of reasons that I am canceling service with you ( phone internet and cable) effective Saturday, March 29th.For reasons I cannot explain, I have endured the worst service, both customer service and home service, that I have ever experienced in my life. From April of 2013 until August of 2013, I had a never ending string of traffic through my home, disrupting my personal life. Technician after technician and supervisor after supervisor, trekked through my home trying to figure out why my services would not work properly. This, of course, to no avail as I continue, to this day, to have cable, internet, and phone trouble. I have never in my life experienced such terrible service. To add insult to injury, contacting your customer service department is a nightmare in and of itself. With hold times over 40 minutes to not being able to reach anyone at all put me in a position to stop calling Metrocast and start calling other providers in my area.In addition, my bill is SKY HIGH with no rhyme or reason. I CANNOT believe I pay, each month, for services that do not work properly or the way that you are advertising them. I am horrified that this is what you advertise on your website:Contact UsMetroCast takes pride in its ability to assist our customers and deliver the highest quality services and products. Our office hours are available to provide the customer convenient times to contact us. Our hours of operation for our locations are provided below. Please don't hesitate to contact us regarding any questions, comments or needs you may have. We are happy to help! I want my services canceled as of Saturday, March 29th. You STILL have my personal telephones in your possession, which were never returned to me. I want A SUPERVISOR OR SENIOR MEMBER OF YOUR STAFF to CONTACT ME since I am unable to contact you. I can be reached by cell phone at ###-###-#### because my home phone STILL has intermittent service.Desired Settlement: I want to cancel service and I want a hefty adjustment made to my bill. I have been unable, to this day, to rectify service issues. I have a lengthy list of calls made to the company and cannot believe that I cannot reach anyone to help me. I stopped calling because I could never reach anyone. I want to make sure that I am not ERRONEOUSLY charged for any equipment or additional fees otherwise and I want my final bill adjusted accordingly.

Business

Response:

Customer Service Manager, [redacted] contacted Ms. [redacted] directly. Ms. [redacted] provided Ms. [redacted] with MetroCast's Customer Service number ###-###-#### available 24/7.

Although the service issues experienced were intermittent we realize the inconvenience caused, Ms. [redacted] adjusted Ms. [redacted]'s account for all services from the time of install April 26, 2013 through to November 25, 2013. Total credit issued $882.77 plus taxes and fees.

MetroCast rebuilt cable plant on [redacted] in August and continued to monitor signal provided to this location. Since August 2013 there have been no signal issues with cable plant. Ms. [redacted] was provided this information and was informed no further credit would be issued.

In conclusion, Ms. [redacted]'s phone was sent to her home via certified mail. Cable service was disconnected on March 29, 2014 per Ms. [redacted]s request.

Sincerely,

Review: 4 MONTHS ago we set up with new service. Cable phone & Internet. We are unable to get proper service for our Internet. Able to connect for approx 3 to 4 minted before being disconnected. Countless calls regarding our terrible service with no help. We've been told the problem is in the lines outside; we were given an outdated box to start with; they switched broadcasting bands; on and on with one "this will fix your issue" after another. We would be VERY happy to switch companies but local gov does not allow more than 1 company in each area. We are forced to have terrible service???? I thought we were in America ????Desired Settlement: Good consistent service without being disconnected every few minutes. If they are unable to provide reliable service we should we allowed to pick another provider.

Business

Response:

Customer Service Manager (Vickie S[redacted]) attempted to make contact with customer. Received voice mail, Vickie left her direct contact number for follow up.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they did call one time but my husband heard the message and deleted the name and number because he is also disqusted with our service. He forgot I complained to the Revdex.com. PLEASE let her call again so I can explain about our terrible service in person ONE MORE TIME.

Sincerely,

Business

Response:

Customer Service Nanager (Vickie S[redacted]) attempted to reach out to Ms. [redacted] again on July 20, 2015 at 1:03PM. Ms. S[redacted] left her direct contact number for follow up.

Consumer

Response:

I

Review: [redacted]

I am rejecting this response because:I was on vacation when she called. Did return the call laser night with instructions to call when I'm actually home;not to leave a message when I'm at work. Thank you.

Sincerely,

Business

Response:

Customer Service Manager, Vickie S[redacted] made several attempts to contact Ms. [redacted]. The last attempts were made on July 27, at 5:10PM and again at 5:50PM. Ms. S[redacted] provided her direct contact information for follow up.

I recommend Ms. [redacted] contact our Customer Service Department at her earliest convenience in order to arrange a service call for our technicians to review the issues she is experiencing. Our Customer Service specialist are available 24/7 at [redacted]

Regards,

Vickie S[redacted]