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. 
Regards,
[redacted]

[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 [redacted] Following our receipt of [redacted] Complaint, we contacted [redacted] by phone to discuss the matter detailed in the Complaint.  During that call, we were able to set up an appointment for [redacted] pipe to be repaired, thereby...

resolving the matter in a manner acceptable to [redacted]   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 [redacted] if you have any questions or comments with regard to this response.

This letter is being submitted in response to the above-referenced complaint (the "Complaint") detailed in that certain letter dated October 23, 2017 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 ProblemOver past 6 months my internet and phone service has not worked, frequently for days at a time and despite 6 plus service calls, all with different resolutions. My service currently works 1-2 hrs at a time and is off-line for hours at a time. I used to work frequently from home, but can no longer since I have no internet or phone. I need a solution from a metrocast employee with experience since the Subcontractors are unable to resolve this issue. We do not have other service providers in our area.MetroCast's ResponseIn response to the Complaint, we sent an Advanced Technician to investigate the outside plant that services [redacted]'s residence. The Advanced Technician was able to identify an issue that was corrected. We then contacted [redacted] by phone and scheduled a service call at [redacted]'s residence to confirm [redacted]'s MetroCast services are performing properly. [redacted] confirmed at that service call that her MetroCast services were 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 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].

July 19, 2017Dear [redacted]:This letter is being submitted in response to the above-referenced complaint (the “Complaint”) detailed in that certain letter dated July 13, 2017 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 ProblemI pay metrocast for 5, mbs of web a month and only get 2.0 to 3.5 I call them and spend long times with on the phone it goes up only to go back down again. They have me go through all kinds of procedures like unplugging the modem and then detaching the cables and then putting everything back shutting it down turning it on that's all I get from them every time this has been going on for a year now and I don't know what to do. We have no other option to choose from they are the only internet company in town. Can you please help us? We pay about 50 a month and feel that if they say we are sapose to get 5.0 then that's what we should get what we pay for. Thank you for your helpRev [redacted].MetroCast's ResponseFollowing our receipt of [redacted]'s Complaint, we attempted to contact [redacted] by phone to discuss the matter detailed in the Complaint and to potentially set up a service appointment for [redacted]. We left a message for [redacted] with Iny direct telephone line. As of the date of this response, we have not yet received a return phone call from [redacted].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

[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]

To whom it may concern at the Revdex.com.My name is [redacted] and I put in a complaint about The MetroCast Communications on 7/12/17.You also contacted them. I received a phone call from Pa Gen Manager [redacted], and they sent out a service man. He found that some kind of rodent chewed through the cables damaging them outside the house, this must have been this way for some time. The service man ran new wires and cables. The issue is now fixed thanks to the Revdex.com, involving you seem to Spur them into action thank ?ou so much.I wish it didn't have to get to that level, if they would have sent someone out to check after the third time I called them withoutSaying the visit will cost you, it would have been a good thing.But it's fixed now at no cost to us... thank you again.Rev, [redacted]

June 25, 2015
Dear [redacted],
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, 2015. 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 service. The details given does not specify that I must upgrade service. "*Monthly rate of $59.95 for 12-months offer available from 4/27/15 through 6/30/15 and is restricted to MetroCast Basic with Expanded Basic video service with subscription to 20 Mbps (or higher) Internet Service speed at minimum monthly rate of $52.95. Offer available to customers in MetroCast wired and serviceable areas only. Discounted installation offer applies to standard residential installations in MetroCast serviceable areas only. Applicable 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 rates. Additional fees may apply. Promotional offer cannot be combined with other offers, and customer must not have been on a previous promotion within the last 90 days. After 12-month promotional period, regular monthly rates for all services apply. If subscription to either required Video or Internet service is cancelled before the end of the 12-month promotional period, the $59.95 monthly video rate is no longer valid, and video service will be charged at the regular monthly rate. Modem required. Use of a MetroCast-approved [redacted] 3.0 modem is recommended and is required to receive top Internet speeds (up to 75 Mbps). MetroCast High Speed Internet speeds may vary and are not guaranteed. MetroCast WiFi hotspots are available to MetroCast customers subscribing to 20 Mbps High Speed Internet tier and above. Not available with “Internet Access” or “High Speed Basic.” Requires compatible WiFi-enabled laptop or mobile device. Hotspots available in select locations only. Federal law requires subscription to Basic Service to receive any other level of video service. Additional subscription fee, HD-capable television and HD set-top converter required to receive HD channels on Expanded Basic service and above. TV 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 networks. Video On Demand, DVR, and Multi-Room DVR services require digital equipment not included in offer price. All services not available in all areas. Money-back satisfaction guarantee requires cancellation within 30 days. All aspects of MetroCast services, channels and rates are subject to change at any time in accordance with applicable law. Credit check may be required. Offer not available in all areas. Additional terms, conditions, and restrictions may apply.
https://www.metrocast.com/promotions!". I am within the dates, I have the MetroCast Basic with Expanded Basic video service along with a subscription to 20 Mbps at a minimum rate of $52.95, and my previous promotional offer expired over the last 90 days. I 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 [redacted]'s residence on March 24, 2014. At that time, [redacted] subscribed to a 12 month promotion for new customers which promotion included a discounted price of $59.95 per month for both Basic and Expanded Basic Video service when also subscribing to high speed internet. Without promotional pricing, the Basic and Expanded Basic Video service package costs approximately $84.00 per month, plus taxes and other fees.
A similar new customer acquisition promotion is presently advertised in [redacted]'s service area and available until June 30, 2015. On June 20, 2015, [redacted] called MetroCast's customer service to request that this promotion be applied to his existing account. At that time, MetroCast declined [redacted]'s request as the promotion was not intended for existing customers who were not upgrading their service. As [redacted] 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 [redacted]'s service area. The 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 [redacted] on June 23, 2015 and informed him that MetroCast would upgrade his subscription (at no charge) and honor his request to apply the $59.95 Basic and Expanded Basic Video service promotion to his account for a twelve (12) month period. [redacted] 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 way. For this reason, we appreciate all customer feedback we receive and appreciate the opportunity to resolve [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,MetroCast CommunicationsBernard H.
General Manager, Maryland System

April 25, 2017Dear [redacted]:This letter is being submitted in response to the above-referenced complaint (the “Complaint”) detailed in that certain letter dated April 17, 2017 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 ProblemI not getting the speed, for my ultra high speed internet. The reason I order the highest or the best is because everything in my home is internrt, phone, security laptop, pcs & [redacted] it they gave me what I am paying for I would have no problems. I had purchased a new router that run 10 times better that what metrocast supply us with. Also I am notable to return a router back to Metrocast because I don't have shipping money or gas money to return there junk. I will subtract any router rental fee from my bill. I am on a fixed income Not work retired, but I need cable internet to stay active.MetroCast's ResponseFollowing our receipt of [redacted]'s Complaint, we contacted [redacted] by phone to discuss the matter detailed in the Complaint and set up a service appointment for [redacted]. During that appointment, we were able to resolve the matter in a manner acceptable to [redacted].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,Tom C.Pennsylvania General Manager

See Attachment

his letter is being submitted in response to the above-referenced complaint (the "Complaint") detailed in that certain letter dated January 23, 2017 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 ProblemInternet provided by MetroCast routinely cuts out at least once a month. Fixing the issues requires a modem reset and a call to MetroCast. This problem has been in existence since we became customers in September; there are no other options for high speed internet. MetroCast refuses to send a technician to our location without them entering the home and possibly incurring charges. It is possible to troubleshoot this issue without entering my house.MetroCast's ResponseIn response to the Complaint, I contacted [redacted] by phone to discuss the matter. [redacted] explained that his Internet speeds drop out when he is streaming video from DISH Network. We scheduled for February 1, 2017 a MetroCast technician to visit [redacted]'s home. I provided [redacted] with my contact information, and I will contact [redacted] following the February 1" appointment to confirm his MetroCast services are performing to his 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 way. For this reason, we appreciate all customer feedback we receive. Please do not hesitate to contact me at ###-###-####. if you have any questions cor comments with regard to this response. We have sent a copy of this response to [redacted] via [redacted],Sincerely.Bernard H[redacted] Maryland General Manager

This letter is being submitted in response to the above-referenced complaint (the “Complaint) detailed in that certain letter dated October 23, 2017 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 ProblemI'm being charged a bill for list) for a cable box that was returned 7 years ago. They have no record of the returned equipmentMetroCast's ResponseFollowing receipt of [redacted]'s Complaint, we contacted [redacted] by phone and were able to Resolve the matter in a Manner acceptable to [redacted].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],

Called to reset password and the tech had to send an email to the manager to unlock my access because I'm locked out, it has been over 10 minutes waiting for the manager to answer to unlock my account to pay it and I still have not received an email to pay my bill. I did the password reset and it does not recognize the new password so now one should reset their password to Thissitesucks . I guess they don't want to get paid and my subscription must be free now since I can't get into the site to pay. Isn't that how it goes since the site is refusing me access to pay my bill?

MetroCast has a horrible pricing schedule. I've been a customer for too many years to count. Over time, MetroCast has raised fees and charged one for access to the systems through rental of the signal boxes. Now please realize, renting two small signal boxes (the cheapest they offer) and a modem rental, coupled with the Expanded Basic (there is a more basic cable package, but it only accesses like 20 channels) and only 50 Mbps of cable, I pay $180.00 per month. In addition, unlike other companies that charge (bill) for their services after one receives them, MetroCast bills first.

If one checks initial enrollment packages, and there are reasonable ones available, they expire after a very limited time. So beware; sign up for basic internet services (50 Mbps) and cable (expanded basic), then after your time period has expired you will pay upwards of $180.00/month. The amazing thing is that Verizon, Direct TV, and Comcast, all offer better and cheaper packages. Unfortunately, being in a limited provider area, the choices are few. Coupled with the fact that I'm one who believes in loyalty to a company-so I stay with MetroCast. However, this cannot continue, and the provider could be more reasonable and offer "ALL" of their loyal customers a better pricing schedule. Unfortunately, it looks like I'll have to find better options such as real time streaming, and just keep the cheaper cable!

It's time to stand in during the local County and PSC meetings and lobby for alternates to this cable contract being offered in the region to only one provider. As a business owner, it's one thing to offer a service, and to make a profit, but another to take it to their regular customers!

Review: Due to severe lightining on 6/11/14 our entire computer systems,printers,fax machine,phones,modems etc were completely zapped.My wife works for [redacted] office from home.Her entire system was also destroyed.When we called our friend who is very knowledgeable about communications he pointed out that Metrocast wire was not properly grounded outside.He pointed the rusted wire hanging outside.All our neighbors were ok.We called Metrocast and they said they can come around 6 PM. My wife had to drive to VA and was able to change the entire computer system.Two Metrocast technicians came and they also found out , it was not properly grounded outside.They repaired and hooked the service.They have seen all the burned out equipments and have reported to their supervisor.A supervisor also came to see the damages after two days.We have lost more than $ 2400 equipments and time.We have complained and have called several times.We have also sent email to their local Manager Bobby P[redacted] and they are giving us hard time in resolving the ongoing issue.Metrocast' s lack of supervision or due to not properly trained techs, we have suffered lot like without our personal computer, phone and fax service.Desired Settlement: We have bought our computer,modems,printer,fax and phone.Still we have to buy few more items and we have sent an itemized list to the manager in our email.We are asking to replace our equipments as soon as possible.

Consumer

Response:

July 25, 2014Dear 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] and etc?If there are any question(s), I can be reached @ ###-###-####.Thank You for taking the time to read my letter.Sincerely Yours,

Business

Response:

See Attachment

Advertised internet speeds of 75mbps not provided
actually receive 10-30mbps

Review: When I signed up for the MetroCast VIP Basic package, I was told that this included the cost for TV/Internet/Cable. I also agreed to an equipment fee. This month I was charged a Broadcast TV fee which seemed like cramming. When I called to find out what this fee was for, I was told that it was the fee for broadcasting TV to my house. I was told this was a fee the company was incurring from someone else, and was passing it on to the consumer as an itemized fee. I asked them why I was being charged to have TV broadcast to the house when that was supposedly included in the MectroCast VIP Basic package. The answer sounded to me like their cost increased, and since they could not change the contract that we agreed on, they would add it to the bill as a fee. While the fee was not much, this is wrong, and I feel like it is illegal. Perhaps it is not, but in my opinion it is definitely not in keeping with the original contract.Desired Settlement: I think the company should not be allowed to charge this additional fee, and should be required to adhere to the original contract.

Review: Metrocast will not replace the outdated cable that runs from their exterior box to our home. The signal from Metrocasts' 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 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.Desired Settlement: We would like for Metrocast to replace the exterior cable from their box to our home and a some kind of refund for poor service.

Business

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 Review: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

Review: A few months ago my internet provider disabled my internet without warning or telling me why, in fact from my side when it happened I thought my cable modem had died. I ended up driving to [redacted] buying a new modem to find out it wasn't the modem. I called explaining my internet wasn't working, they couldn't figure out why so they sent a tech, tech fixed it at the box, then a day later it stopped working again. No warning. I called and they said they needed to send someone over to inspect the wires but I need to pay for that service. I paid for the service, tech guy comes over and informs me my surge protector and a coaxial wire was causing line noise return causing everyone's internet to degrade. So I took the coaxial off the surge protector and the coaxial line causing the problems. I asked about lightning strikes since my coaxial is not going to a surge protector any more and he informed me their lines protect customers from strikes at the pole. Also when they disabled my internet both times they should of left a note explaining why they disabled my internet, which was causing a whole lot of frustration as I do some work at home which requires internet access.

That was a few months ago.

9 August 2013 there was a lightning storm and hit I'm guessing a half mile away killing my cable modem and screw up a Ethernet port on my AirPort Extreme router, both on a surge protector AND NOTHING ELSE DAMAGED on the same surge protector. I even had other electronics plugged directly in the wall with no surge protector near by and they were not damaged, leading to the conclusion it came through the coaxial cable that goes to my personal cable modem. I have called them asking them to repay me for my modem and router as I'm protected by lightning at the pole. The first time I called I asked for a supervisor and was told he'll call back, probably by Monday so I waited 4 days and no one called me back. I called a second time lowering my internet speeds and explained I did this because no supervisor called me back, the lady apologized and promised a supervisor would call me. It has been 6 days since the last call and no supervisor has called me back to resolve this issue and I feel that they know there are no competing internet providers so they can treat me however they want as I can't switch to verizon fios, comcast or [redacted] uverse.(DSL speeds are too slow for my needs) so they expect me to accept whatever they feel as I have no other real options.

The day after the lightning strike I saw a metrocast bucket truck in the neighborhood so I went and asked him if lightning struck near and he said it did, I asked if their poles protected customers from lightning strikes and he said it does. (I have this conversation on my cars dash camera as we are in a public area)

I have been ignored, frustrated by bad service (they willfully disabling my internet without warning and not informing me, twice) and so far lied to.

THIS IS UNACCEPTABLE CUSTOMER SERVICE.Desired Settlement: A refund check (not metrocast credit)

$280.00 for the cost of replacing equipment, that is all I am asking for.

$80 cable modem

$200.00 AirPort Extreme

Business

Response:

August 30, 2013

Dear **. [redacted]:

This letter is being submitted in response to the above-referenced Complaint detailed in your August 21, 2013 letter to me.

**. [redacted] states in the Complaint that electrical surges from a lightning storm on August 9 resulted in damage to his cable modem and the Ethernet port on his Wi-Fi router, even though these units apparently were connected to a surge protector. In the Complaint, he has requested a refund check from MetroCast that will allow him to replace the cable modem and router.

I personally spoke to **. [redacted] by phone and agreed to issue him a check in the amount of $150.00 dollars for the router. I also have credited his account in the amount of $100.00 for the modem (and service interruption he experienced). I also confirmed with **. [redacted] that he is satisfied with the manner in which his concerns were resolved.

We are grateful for the opportunity to respond to the concerns raised in the Complaint. Should you have any questions, please do not hesitate to contact me at ###-###-####.

Sincerely,

Review: I was contacted by MetroCast Collection on 9/3/2013 that I owed $138.00 on my cable bill for cable service at [redacted], and I should contact MetroCast Customer Service to make the payment. I informed the person that my cable service had not been turned on and I had been on a seasonal rate until further notice. She informed me to talk to someone in Customer Service. I called Customer Service and spoke to [redacted] and she said someone called to have the service turned on 7/9/2013 and gave my name, SSN, DOB, address and authorized it on my account. I informed her that I did not make the phone call. She said she would try to pull up the order and get back with me. I never received a phone call back from her.

I spoke to Joan on 9/24/2013 about the incident and she informed me that my cable service had been disconnected and she could not tell me why. She connected me to a supervisor by the name of [redacted] and she informed me that I should contact someone dealing with identify theft and to call back later and discuss the disconnection further. I called back later and was told there was no information on record pertaining to turning the cable service on and the cable service had been disconnected.

Early October I received a final bill in the amount of $202.42 of which I do not owe. There was no cable service on during the above time frame and I do not owe this amount.Desired Settlement: MetroCast remove $202.42 from my account, reconnect my cable service without an activation or reconnection fee, and bill me at a seasonal rate which would be inline with the MPIA community start-up date or my date requested if it means that MetroCast send out the technician in person, not by a phone call, if necessary.

Consumer

Response:

[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.]

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,