MetroCast Communications

August 25, Dear *** ***:This letter is being submitted in response to the above-referenced complaint (the “Complaint") detailed in that certain letter dated August 22, issued by your officeFor your convenience, the allegations contained in the Complaint are reproduced in the
following paragraph, and our response appears below the reproduced allegations.Customer's Statement of the ProblemWe have internet through this companyToday the services were terminated without any notice at allWhen I called, I was informed that services were terminated due to a reversed ETF payment, which no one even contacted me aboutThe supervisor verified that no correspondence was ever sent out.MetroCast's ResponsePrior to our receipt of *** ***'s Complaint, we spoke to *** *** by phone to discuss the matter detailed in the ComplaintA customer service manager followed up with *** *** by phone yesterday and we were able to resolve the matter in a manner acceptable to *** ***.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.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 *** *** via ***.Sincerely,Gans Communications, L.Pd/b/a MetroCast CommunicationsTom CPennsylvania General Manager

October 20, 2016Dear *** ***:This letter is being submitted in response to the above-referenced complaint (the “Complaint) detailed in that certain letter dated October 13, issued by your officeFor your convenience, the allegations contained in the Complaint are reproduced in the
following paragraph, and our response appears below the reproduced allegations.Customer's Statement of the ProblemOn 7/25/I called Metrocast to possibly sign up for internet service in my new homespoke with a customer service agent named Bonnie who told me that I would only get 20mbps download speed because my area has not been upgradedI thanked her for her time and let her know that I would be obtaining service through her competitor because they had faster speedsShe asked if I would take a moment to speak with her supervisor and I said I wouldHer supervisor told me that Bonnie was mistaken and my area has been upgraded to 35mbpsI said well that's great sign me up! He then put me on the phone with Bonnie who I gave a payment to and scheduled my installation for 8/After my installation, I realized that I was only getting 20mbps and called Metrocast and spoke with Jeremy who told me that my area has not been upgraded yetI explained to him that I was told that I would be getting mbps and that was the reason that I signed up for the serviceHe transferred me to a supervisor named Alex who told me that he would look into the issue and call me backI never received a call backI called again and spoke with Wendy M*** who was a supervisor who also promised to look into the situation and call me backAgain, I never received a call backOn 9/I called again and spoke with Rayleen who sent a message to another supervisor named Lori who called me backI explained the situation to Lori and she would go through the tames and call me back on 9/I finally spoke with Lori on 9/who said that she listened to the tapes and she didn't hear anyone tell me that my area has been upgraded to mbps but I was not allowed to hear the recordingsI asked if they would upgrade me to their higher package until my area was upgraded and she said noI have several hours of wasted time dealing with Metrocast reps dropping the ball and not calling me back as they said they wouldI was on the original call and I know that I was told I would get 35mbpsI feel that I have been the victim of switch and bait tactics and would like this investigated.MetroCast's ResponseIn response to the Complaint, I reached out to *** *** by phone to discuss the matter*** *** and I were able to reach a resolution acceptable to both parties.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.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 *** *** via ***.Sincerely,Tom CPennsylvania General Manager

February 1, 2016Dear *** ***:This letter is being submitted in response to the above-referenced complaint (the “Complaint) detailed in that certain letter dated January 26, issued by your officeFor your convenience, the allegations contained in the Complaint are reproduced in the
following paragraph, and our response appears below the reproduced allegations.Customer's Statement of the ProblemI recently built a house & moved from Larksville, PA to Nuangola, PAWhile in Larksville I had cable TV through MetrocastI cancelled this service before moving to Nuangola to give Metrocast a chance to pick up their DVRThey didn’t have a technician available to do the pick upWhen I moved I called Metrocast to come pick up this dvr at my new addressThey told me they cannot do a pick up at an address they don’t service, even though I have seen their technicians a few doors down from meI then received a letter from Metrocast stating I have not returned their dvr and to call customer Service to “make arrangements for the equipment to be picked upI called again & spoke to a Supervisor who was absolutely no help at allI told him I have it in writing from Metrocast that this equipment will be picked upHe refused to work with me & told me to drop it off in the Berwick office myself or mail it to themThis company has been awful to work with.MetroCast's ResponseFollowing receipt of the Complaint, I contacted *** *** and scheduled an appointment for a technician to pi*** ***’s MetroCast equipmentI apologized to *** *** for the misunderstanding.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 or former customer feels dissatisfied in any wayFor this reason, we appreciate all customer and former customer feedback we receive and appreciate the opportunity to have resolved *** ***’s concerns.Please do not hesitate to contact meat ###-###-#### (ext***) if you have any questions or comments with regard to this responseWe have sent a copy of this response to *** *** via ***.Sincerely,Tom C.Pennsylvania General Manager

This letter is being submitted in response to the above-referenced complaint (the "Complaint") detailed in that certain letter dated November 7, issued by your officeFor your convenience, the allegations contained in the Complaint are reproduced in the following paragraph, and our response
appears below the reproduced allegations.??štorner's Statement of the ProblemI have had the bundle package from Metrocast since September, I was charged over $to start my serviceFourteen days after my services were put in I had to call because of my boxes had diedI was without service for an entire weekMy service was blacking outMy Internet speed was slow and I couldn't record on my DVR, The company change the boxNow even after that I've called at least to times about my service issuesThe same problems, the boxes rebooting themselvesThe system blacking in an outIf pause a show can't watch it through because it freezes up, Can't watch movies off the DVR because they freeze as you watch themIt's ridiculous because Metrocast is the only cable company in my are? So they over charge and then they don't provide you with great service, I passed up *** and *** ** because if it rains too hard there service goes outI have cable service and it's worst that *** and *** *** I pay too much to be going through these issues and to not be near any solution,MetroCast's Response.In response to the Complaint, I reached out to *** *** by phone to discuss the matterWe arranged to have a MetroCast technician visit *** *** home to perform a home certification to evaluate the performance of *** *** MetroCast services, Because *** *** home passed the home certification, we expanded our investigation to include the MetroCast plant that feeds *** *** homeDuring that investigation, we identified certain maintenance work to be performed that we believed would resolve the issues *** *** encounteredThat work was performed last nightI plan to contact *** *** by phone to confirm that her MetroCast services are performing to her satisfaction.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.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 *** *** via ***Sincerely,Gans Communications, L.PMetroCast CommunicationsBernard H*** Maryland General Manager

June 25, 2015Dear *** ***,This letter is being submitted in response to the above-referenced complaint (the “Complaint") posted on the Revdex.com of Metro Washington DC & Eastern Pennsylvania (Washington, D.C.) website on June 22, For your convenience, the allegations contained in the
Complaint are reproduced in the following paragraph, and our response appears below the reproduced allegations:Customer’s Statement of the ProblemI am being told that I do not qualify for a promotion because I am not upgrading my serviceThe details given does not specify that I must upgrade service"*Monthly rate of $for 12-months offer available from 4/27/through 6/30/and is restricted to MetroCast Basic with Expanded Basic video service with subscription to Mbps (or higher) Internet Service speed at minimum monthly rate of $Offer available to customers in MetroCast wired and serviceable areas onlyDiscounted installation offer applies to standard residential installations in MetroCast serviceable areas onlyApplicable Broadcast TV Fee, sports fees, equipment charges (i.e., digital converter, modem), taxes, franchise fees, activation fees, and other applicable fees and charges are in addition to the promotional ratesAdditional fees may applyPromotional offer cannot be combined with other offers, and customer must not have been on a previous promotion within the last daysAfter 12-month promotional period, regular monthly rates for all services applyIf subscription to either required Video or Internet service is cancelled before the end of the 12-month promotional period, the $monthly video rate is no longer valid, and video service will be charged at the regular monthly rateModem requiredUse of a MetroCast-approved *** modem is recommended and is required to receive top Internet speeds (up to Mbps)MetroCast High Speed Internet speeds may vary and are not guaranteedMetroCast WiFi hotspots are available to MetroCast customers subscribing to Mbps High Speed Internet tier and aboveNot available with “Internet Access” or “High Speed Basic.” Requires compatible WiFi-enabled laptop or mobile deviceHotspots available in select locations onlyFederal law requires subscription to Basic Service to receive any other level of video serviceAdditional subscription fee, HD-capable television and HD set-top converter required to receive HD channels on Expanded Basic service and aboveTV Everywhere services are authorized based on customer’s video subscription level; all services may not be available on all devices, and smartphone and tablet apps are not available for all networksVideo On Demand, DVR, and Multi-Room DVR services require digital equipment not included in offer priceAll services not available in all areasMoney-back satisfaction guarantee requires cancellation within daysAll aspects of MetroCast services, channels and rates are subject to change at any time in accordance with applicable lawCredit check may be requiredOffer not available in all areasAdditional terms, conditions, and restrictions may applyhttps://www.metrocast.com/promotions!"I am within the dates, I have the MetroCast Basic with Expanded Basic video service along with a subscription to Mbps at a minimum rate of $52.95, and my previous promotional offer expired over the last daysI am also a customer in the MetroCast wired and serviceable area and a standard residential installation.MetroCast's ResponseMetroCast reviewed its files and found that MetroCast installed high speed internet and Basic and Expanded Basic Video service at *** ***'s residence on March 24, At that time, *** *** subscribed to a month promotion for new customers which promotion included a discounted price of $per month for both Basic and Expanded Basic Video service when also subscribing to high speed internetWithout promotional pricing, the Basic and Expanded Basic Video service package costs approximately $per month, plus taxes and other fees.A similar new customer acquisition promotion is presently advertised in *** ***'s service area and available until June 30, On June 20, 2015, *** *** called MetroCast's customer service to request that this promotion be applied to his existing accountAt that time, MetroCast declined *** ***'s request as the promotion was not intended for existing customers who were not upgrading their serviceAs *** *** declined to continue Basic and Expanded Basic Video service at full price, MetroCast downgraded his video subscription to Basic Video service.In response to this Complaint, MetroCast reviewed its promotional materials on MetroCast's website for *** ***'s service areaThe website promotion generally stated that “[a]dditional terms, conditions, and restrictions may apply,” however MetroCast has since updated its website to provide more clarity as to when existing customers may qualify for this promotion.I spoke to *** *** on June 23, and informed him that MetroCast would upgrade his subscription (at no charge) and honor his request to apply the $Basic and Expanded Basic Video service promotion to his account for a twelve (12) month period*** *** indicated that he was satisfied with this outcome.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 resolve *** ***'s concerns.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 *** *** via *** ***.Sincerely,MetroCast CommunicationsBernard H.General Manager, Maryland System

December 11, Dear *** ***:
This letter is being submitted in response to the above-referenced complaint (the "Complaint”) detailed in that certain letter dated December 4, issued by your officeFor your convenience, the allegations contained in the Complaint are
reproduced in the following paragraph, and our response appears below the reproduced allegations.Customer's Statement of the Problem
We purchase our new home with cable ready jacks in Oct An order was placed for service to the residence and they were advised of thisOn Oct 20, they responded out and we only had one TV at the time and it was hooked up that dayThe tech was told the other TV's were coming later in the week and to make sure the wires were ready for the other hook upsThe tech acted as if he didn't understood but soon hooked the wires for the second TVWe thought the other boxes were hooked up and we just had to pick up the boxes at Metro-Cast and install themOnce the other TV's arrived we picked up one box after hooking it up the TV didn't workThe office was contacted, ###-###-#### and Kelly checked out the situation and said the other lines were not connectedShe went on to say, “I had to pay another for a new service call and a piece for the other two lines”I asked to speak with her supervisor but she said they were unavailable but she would talk to them on line and they would get back to meKelly call me back the next day, Sat Nov 21, and repeated the same thing she stated on Friday about the chargesShe still never connected me to a supervisorSince we placed the order and before, I have talked to Metro-Cast over six times in reference to getting the service rightThe service has not been installed a month yet and there have been a number of problems to include them being unable to get our address to go into the system as wellI talked to them several times on that issueHopefully, that has been corrected now alsoApparently there has been a breakdown in communications somewhere during the processThere is no way I should have to pay any additional charges to complete this installationIt has not been installed a month yet and this entire process has been a messYour attention in this matter is appreciated.MetroCast's ResponseFollowing receipt of the Complaint, we contacted *** *** and scheduled an appointment to complete the desired installationWe completed the installation on December 11, I spoke with *** *** following completion of the installation, and *** *** indicated that he was pleased with the resultI provided *** *** my personal contact information in the event he has any further concerns with his MetroCast servicesAs 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 have resolved *** ***'s concernsPlease 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 *** *** via ***Sincerely,
Bernard HGeneral Manager

February 1, 2016Dear *** ***:
This letter is being submitted in response to the above-referenced complaint (the “Complaint) detailed in that certain letter dated January 26, issued by your officeFor your convenience, the allegations contained in the Complaint are
reproduced in the following paragraph, and our response appears below the reproduced allegations.Customer's Statement of the Problem
I recently built a house & moved from Larksville, PA to Nuangola, PAWhile in Larksville I had cable TV through MetrocastI cancelled this service before moving to Nuangola to give Metrocast a chance to pick up their DVRThey didn’t have a technician available to do the pick upWhen I moved I called Metrocast to come pick up this dvr at my new addressThey told me they cannot do a pick up at an address they don’t service, even though I have seen their technicians a few doors down from meI then received a letter from Metrocast stating I have not returned their dvr and to call customer Service to “make arrangements for the equipment to be picked upI called again & spoke to a Supervisor who was absolutely no help at allI told him I have it in writing from Metrocast that this equipment will be picked upHe refused to work with me & told me to drop it off in the Berwick office myself or mail it to themThis company has been awful to work withMetroCast's Response
Following receipt of the Complaint, I contacted *** *** and scheduled an appointment for a technician to pi*** ***’s MetroCast equipmentI apologized to *** *** for the misunderstandingAS you know, MetroCast takes great pride in its ability to deliver the highest quality products and Services and always is concerned if a customer or former customer feels dissatisfied in any wayFor this reason, we appreciate all customer and former customer feedback we receive and appreciate the opportunity to have resolved *** ***’s concernsPlease do not hesitate to contact meat ###-###-#### (ext***) if you have any questions or comments with regard to this responseWe have sent a copy of this response to *** *** via ***Sincerely,
Tom CPennsylvania General Manager

In response to [redacted]’s Complaint,...

the
MetroCast General Manager for Pennsylvania contacted [redacted] to discuss his
concerns regarding installation delays, network availability, streaming video
downloads and certain equipment issues.  As
a result of such discussions, MetroCast agreed to apply a two month service
credit to [redacted]’s account in the
aggregate amount of $390.22 applied in equal installments over a twelve month
period.  [redacted] acknowledged that
this credit is a satisfactory resolution of all of the issues set forth in his
Complaint.
 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. Tom C[redacted], MetroCast’s General Manager for Pennsylvania,
at ###-###-####, extension [redacted], if you have any questions or comments with
regard to this response.

December 11, 2015Dear [redacted]:This letter is being submitted in response to the above-referenced complaint (the "Complaint”) detailed in that certain letter dated December 4, 2015 issued by your office. For your convenience, the allegations contained in the Complaint are reproduced in the...

following paragraph, and our response appears below the reproduced allegations.Customer's Statement of the ProblemWe purchase our new home with 4 cable ready jacks in Oct 2015. An order was placed for service to the residence and they were advised of this. On Oct 20, 2015 they responded out and we only had one TV at the time and it was hooked up that day. The tech was told the other TV's were coming later in the week and to make sure the wires were ready for the other hook ups. The tech acted as if he didn't understood but soon hooked the wires for the second TV. We thought the other boxes were hooked up and we just had to pick up the boxes at Metro-Cast and install them. Once the other TV's arrived we picked up one box after hooking it up the TV didn't work. The office was contacted, ###-###-#### and Kelly checked out the situation and said the other 2 lines were not connected. She went on to say, “I had to pay another 49.00 for a new service call and 20.00 a piece for the other two lines”. I asked to speak with her supervisor but she said they were unavailable but she would talk to them on line and they would get back to me. Kelly call me back the next day, Sat Nov 21, 2015 and repeated the same thing she stated on Friday about the charges. She still never connected me to a supervisor. Since we placed the order and before, I have talked to Metro-Cast over six times in reference to getting the service right. The service has not been installed a month yet and there have been a number of problems to include them being unable to get our address to go into the 911 system as well. I talked to them several times on that issue. Hopefully, that has been corrected now also. Apparently there has been a breakdown in communications somewhere during the process. There is no way I should have to pay any additional charges to complete this installation. It has not been installed a month yet and this entire process has been a mess. Your attention in this matter is appreciated.MetroCast's ResponseFollowing receipt of the Complaint, we contacted [redacted] and scheduled an appointment to complete the desired installation. We completed the installation on December 11, 2015. I spoke with [redacted] following completion of the installation, and [redacted] indicated that he was pleased with the result. I provided [redacted] my personal contact information in the event he has any further concerns with his MetroCast services.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 have resolved [redacted]'s concerns.Please do not hesitate to contact me at ###-###-#### if you have any questions or comments with regard to this response. We have sent a copy of this response to [redacted] via [redacted].Sincerely,Bernard H.General Manager

This review is for the residential Internet Services offered by MetroCast Communications. In specific, the review is for the High Speed product (up to 20 Mbps X 2 Mbps). The value of what you get for what MetroCast calls "HighSpeed" is low. With many other markets offering at similar price points. At the time of this review other markets offer 60 Mbps for approx. $40 monthly vs. MetroCast 20 Mbps at $53 monthly. Product quality also not good. Over the past year (2015) there have been many service outages, often at peak times (see downdetector.com). During the outages there is no way to report the outage as MetroCast also is unreachable by phone or internet chat. There is no website to report outages and emails to tech support go unanswered. These experiences result in a frustrating experience. Calls to customer service result in an indifference that MetroCast was not able to provide the service they committed to provide. Tech support is average during other times.

MetroCast's ResponseMetroCast’s Customer Service Manager spoke with Ms. [redacted] and explained why her service was temporarily disconnected for non-payment. Although the amount owed was a result of a past due balance that had been historically carried forward, MetroCast has agreed to issue Ms. [redacted]...

a one-time credit in the amount of $31.06.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 meat ###-###-####, if you have any questions or comments with regard to this response. We have sent a copy of this response to Ms. [redacted] via [redacted].Sincerely,Gans Communications, L.P. d/b/a MetroCast CommunicationsTom C[redacted] Pennsylvania General Manager

August 30, 2017Dear [redacted]:This letter is being submitted in response to the above-referenced rebuttal (the “Rebuttal") detailed in that certain letter dated August 16, 2017 issued by your office. For your convenience, the allegations contained in the Rebuttal are reproduced in the following paragraph, and our response appears below the reproduced allegations.Customer's Statement of the ProblemI am rejecting this response because:On or about August 1 Mr. John H[redacted] of Metrocast contacted me via telephone. He stated that a work crew would be coming on either on August 10 or 11 to bury a new telephone cable -- now enclosed in conduit, which I was informed was not standard practice 8 years ago when cable was buried initially when I bought my home. Hearing no more and having no confirmation of a work date by the afternoon of Wednesday, August 9, I attempted to reach Mr. H[redacted]. Fifteen minutes and two telephone calls later I was connected with him. He stated that I was to have been called by the work crew. He stated he would ascertain the work time/date and contact me within 40 minutes. He did. I was told a work crew would arrive by 9 AM on Friday, August 11th. At 8:45 AM on Friday, August 11th, a man who identified himself only as Jeremy called to inform me that it was raining at their location and they would be late. I accepted this and explained that I would be here. Around 10AM John H[redacted] called and asked if the work crew was here. I said no and explained the reason I was given. He stated that "They've done this to him before." He explained that the work crew was informed to be at my home despite any obstacles, even "hail." He said he had tried to reach the work crew by phone twice but no one answered. I got a bad feeling.At 10:40 AM a father and his son arrived. Fifteen minutes later John H[redacted] arrived. I asked extensively for the nature of the work to be explained to me. We discussed right of way with regard to the neighbor's property, Mr. H[redacted] and I spoke cordially. He conceded that he failed to return my call earlier this summer, having been "overworked." This failure, in part, resulted in the formal complaint. Mr. H[redacted] stated that the work should take "an hour and a to two hours." He left after one hour, advising me to call if there were any Issues. During the course of the morning I learned that normal! four men work on the crew but two were on vacation.Work began around 10:45 AM. By 2 PM it was obvious that the men were having difficulty because no line had been laid yet. Another Metrocast tech arrived. I became angry when, despite my directions, additional trench work began to be dug on my neighbor's property, The work crew stated they were told the "ground was soft down here in the valley." They were unable to tunnel beneath my neighbor's driveway to bury the cable, I was informed by the Metrocast technician that John H[redacted] was en route. It was after 3PM. With my neighbor's permission their driveway was dug up and the cable was lain within a trench. [redacted] filled the trench. John H[redacted] stated they would receive a $75.00 credit, as they too are Metrocast customers. At 4:30 PM it rained -- hard. We took cover. A plan was then made to finish the cable work through the neighbor's driveway (see attached photos) and return on Monday when the lawn would be drier to finish the work. I stated that the men did not have the right equipment (They stated that they were given the machine at Berwick and it's not the "big one."). I also stated that they were understaffed. Four additional Metrocast men had arrived by 6:40 PM to assist the two original men and John H[redacted].I also complained about the spray paint, instead of flags, (see photos) on my neighbor's ornamental stone, John H[redacted] stated they would fix this.In closing, I fail to see how Metrocast can attest to my satisfaction when nothing has been resolved yet. The work is unfinished (and with questionable quality to date). There is no assurance that a new cable will resolve the issue as it's not been used yet. As promised, the landcaping and yard has not yet been "returned to it's original state" (within reason, of course, given the work). The neighbor's have not received their credit.Thank you for your time, consideration, and help with this matter.Regards,MetroCast's ResponseFollowing our receipt of [redacted]'s Rebuttal, I reached out to [redacted] personally to ensure that he was satisfied after our technicians had replaced the underground drop at his residence and restored his property to its original condition. During that call, [redacted] confirmed that we had resolved the matter in an acceptable manner and that he was satisfied at this point in time.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 me at ###-###-####, if you have any questions or comments with regard to this response. We have sent a copy of this response to [redacted] via [redacted].Sincerely,Gans Communications, L.P. d/b/a MetroCast Communications

July 25, 2014
Dear Ms. Campbell,Mr Bernard H[redacted] responses/arguments, dated July 21, 2014, such as: “Metrocast's investigation revealed that the damage from the lightning strike to the [redacted] home was isolated to Office equipment, the Metrocast tap and one wall plate. There...

was no damage to Metrocast's outside plant, or any amplifiers or splitters. This type of damage is indicative of a lightning strike that runs through a homeowner power lines...The power surge never went further as evidenced by the fact that there was no damage to Metrocast's outside plant. It is important to understand that Metrocast technicians install ground wires .... to prevent induced voltage spikes that may occur on Metrocast's outside cable plant from entering its customers' homes. The ground wire is not meant, or designed, to prevent damage from lightning strikes to a customer's residence... copies of photographs of ...cable connection...show the presence of a ground wire, but one that is not connected. This leads Metrocast to believe that the ground wire was connected at one time but was later disconnected. The photographs also show two different colored coaxial cables connected to a splitter outside of the residence, one which is white. Metrocast does not use white coaxial cable outside of customers’ homes, but rather uses white cable only inside customers’ homes...Metrocast believes someone other than a Metrocast technician may have performed work on the splitter, at which time the ground wire may have been disconnected.....Metrocast does not believe that the damage was caused by any act or omission on its part” are not considered well-taken.How did Mr. H[redacted] know with certainty that there is no damages to the Metrocast's outside plant and the splitters? Did he dig underground and find no damages to the underground cables? No damage to the internals of the splitter, under the conduits of the splitters, on the rubber insulation? What is the technician doing in the pedestal (box) the day he came to fix/ bond the disconnected wires which we witnessed him doing if there is no damage to Metrocast's system? Re the damage to the amplifiers, lightning may have passed around the amplifiers, bypassing them, into the ground and into the open, disconnected wires, into the inside of the house, hitting first the inside cables attached to my modem and computer then travelling to all wires connected in the same circuitry dedicated only to Metrocast wirings, creating an instant chain- reaction. As indicated by one technician who came here, “it was a domino effect”. None of our neighbors have cables that got burned like ours because all their cables were properly grounded. Our house was still smelling of burns as can be attested by the technician (Mike 2)who came in the house the second day after the incident. He will tell you that some lines e.g., to the fax machine were melted.While it may be true that the ground wires is installed to prevent induced voltage spikes that may occur on Metrocast's outside cable plant from entering its customers’ homes, not to prevent damage from lightning strikes as alluded to by Mr. H[redacted], however, when open, i.e., not properly connected (been disconnected for some time as can be seen from the photographs, all corroded, not freshly disconnected) the wires can present a “safety hazard” to the occupants of the house. In fact, my husband's hand flew upward from the keyboard and felt the flow of current, got a small shock when using the computer that day.Moreover, Mr H[redacted] stated that Metrocast does not use white coaxial cable outside of the residence, one which is white. Then Metrocast must have goofed as a white cable was installed and still remains the same white even after the technician worked that day to connect the wires. Mr. H[redacted] please look closely on the photograph and see if that is not Metrocast's splitter/connectors and cables or not belonging to any one of your contractors/subcontractors who came to do service on our house.
When I first spoke to Mr. H[redacted], sometime in June, he said then and repeated again in his response to Revdex.com that the “ground wire was connected at one time but was later disconnected”. I find this remark so offensive and so personal. The way it was said, his tone of voice, although not expressly articulated, there is that insinuation that somehow the cable was tampered so I can get money from Metrocast. Mr. H[redacted], did you investigate and look at the records, verify when the connection was made and further that no Metrocast's technician/contractor/subcontractor came to service our house after that connection? Whenever we have, e.g., no internet service we just pick the phone and call Metrocast. The same holds true on calling [redacted] and [redacted] on their respective lines that need repairs. Why pay money to get another company to install white cables on a Metrocast system? Why white, not blue or red, and for what purpose?
Furthermore, Mr. H[redacted] indicated in his response that “Metrocast takes great pride in its ability to deliver the highest quality...services”. I totally disagree. I detected arrogance. I initially issued an invitation to Mr. H[redacted] to visit my house and see the damages. He did not even bother to return my call at first. It was through Mr Pinkleton's (one I find very responsive to customer's concerns), I got my response. Mr. H[redacted] told me that he is the one who has the authority to reimburse, but he made his decision not to reimburse, without any investigation. By his own admission the investigation on this matter was done only on July 7. “Metrocast does not believe that the damage was caused by any act or omission on its part". As I understood it, lightning and customer’s faults ( Metrocast wires was connected before, then was disconnected by customer?) are responsible for the damages. He provided Mr. B[redacted]’s names when asked.
Jim B[redacted]'s and Mr. Danny think my case need to be investigated further by FCC and/or the Attorney General office to see if the incident is not due to Metrocast's omission as asserted to by Mr. H[redacted]. I will inform Attorney [redacted] that I will be filing myself (prose) in the Small Claim Court for the damages. Contrary to Mr. H[redacted]’s assertion, I believe that the damages were caused by Metrocast's defective installation, presenting a safety hazard. I will also request a meeting with the [redacted]'s County Commissioner to inquire re the monopoly, unlike e.g., in Virginia or DC where they have [redacted], [redacted] and etc?If there are any question(s), I can be reached @ ###-###-####.Thank You for taking the time to read my letter.Sincerely Yours,

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

Re:  Revdex.com Complaint - ID#[redacted] – [redacted]   Following our receipt of Mr. [redacted] Complaint, we contacted Mr. [redacted] by phone and discussed the matter detailed in the Complaint.  As Mr. [redacted] requested, we also had our contractor, [redacted], reach out...

directly to Mr. [redacted] to resolve the situation.  As of the date of this response, Mr. [redacted] has not responded to [redacted]’* proposed settlement.   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 [redacted], if you have any questions or comments with regard to this response.

July 3, 2014
Dear **. [redacted]:This letter is being submitted in response to the above-referenced complaint (the “Complaint”) detailed in the letter sent by the Bureau dated June 23, 2014. For your convenience, the details of the Complaint are reproduced in bold in the following...

paragraph, and our response appears below the Complaint:Metrocast will not replace the outdated cable that runs from their exterior box to our home. The signal from Metrocasts’ [sic] box is +22 and at our house it is -7. Two installers have been to our home to check on the service and both said that Metrocast needs to replace the cable and to this day, it has not been done. I pay $300.00 a month for cable and internet and I can only view a few channels at any given time. Metrocasts [sic] call center continually says that they will put in work orders to get the work done, yet, to no avail, not a single person from Metrocast will contact us to replace the very old cable that has deteriorated significantly. They have refused to give us any sort of credit due to the poor service that has been provided.**. [redacted]’s Complaint and MetroCast’s ResponseUpon review of **. [redacted]’s work order history, a MetroCast technician was dispatched to **. [redacted]’s residence and installed a new service drop cable on June 20, 2014. I left a voicemail for the customer on June 24, 2014 and was able to speak with **. [redacted] on June 25, 2014. He confirmed that the issues they had been experiencing with MetroCast services had been resolved by the drop replacement.On June 26, 2014, a MetroCast technician discovered damage to the main distribution cable providing service to **. [redacted]’s neighborhood. A MetroCast technical manager was dispatched on June 27, 2014, and he repaired the damaged section of distribution cable which also served to improve the signal levels at the [redacted]’s residence.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, I will follow up with **. [redacted] to confirm she is satisfied with the services and I will apply a credit to her account.Please do not hesitate to contact me at ###-###-####, extension [redacted] if you have any questions or comments with regard to this response. We have sent a copy of this -espouse to **. [redacted].Sincerely,MetroCast Communications

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.  I will also like to comment on the qucikness that Metrocast acted on this matter. It showed that they value their customers and are attentive to matters related to them to assure satisfication is met.
Regards,
[redacted]

MetroCast's Response
MetroCast’s Customer Service Manager spoke with Ms. [redacted] and explained why her service was temporarily disconnected for non-payment. Although the amount owed was a result of a past due balance that had been historically carried forward,...

MetroCast has agreed to issue Ms. [redacted] a one-time credit in the amount of $31.06.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 meat ###-###-####, if you have any questions or comments with regard to this response. We have sent a copy of this response to Ms. [redacted] via [redacted].
Sincerely,
Gans Communications, L.P. d/b/a MetroCast CommunicationsTom C[redacted] P
ennsylvania General Manager

This review is for all 3 services that Metrocast provides.
PHONE, INTERNET AND CABLE
From the moment I contacted Metrocast it was an uphill battle.
I was moving from an area that offered multiple ways to recieve your cable needs.
To now being told that my only option in my area is Metrocast. They monopolize the entire St. Marys area. Im not impressed. The customer service is below par. They are continually trying to upsale, even using scare tactics. When that hasn't worked they become agitated and arrogant.
They also are way above on prices for any area I have lived.
Not only are the prices exorbitantly high. They ask for deposits and money upfront for all services. If I had any other choices I would never go into contract with this company. EVER!!!!

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