The local office reviewed the account and found the collection amount is valid (past due at the time of disconnection)The former customer will need to pay this in order to close the collection
As was stated previouslyThe cable box died and the signal coming into the apartment was never in question...As an electronics technician with over years experience, I do know how to troubleshoot problems.I had put the box on my lap on my sofa across from the outlet, with nothing but the power cord plugged in,..I pushed the power button and nothing happenedThe office was closed on Sunday when this occurred..When I drove to the office on Monday it was closedWhen I called customer service they said they would send a tech to bring me a new boxI knew the box was bad and informed the tech as such when he arrived..The tech said he talked to his supervisor who told him that I could not have a box until he could get to the outletWhen I talked to the field supervisor I told him that I understood if the person they were talking to had no experience with troubleshooting a problem then yes they should do what was necessary...I informed him that a good procedure would be to ask the person what they had done to try to determine what needed to be done..I never said that I would move anything for them to get to the outlet...As was stated..I did drive back to their office and picked up a new box..Brought the new box home..Plugged it in and it works perfectly..This could have been avoided if the tech had of listened to what I said in the first place..I went another day with out my TV because they did not listen to what I said.,
Cable ONE had a technician visited Ms*** home and correct the internet problemMs*** service is now working greatCable ONE CustSvcMgrhad a long talk with Ms*** as she felt no one cared about her issuesOur CustSvc Mgrapologized and reassured Ms*** that Cable ONE
does care and appreciate her being a valued customerA credit of month was also issued to her Cable ONE accountThank you
[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 ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Sheldon ***h*** *
The customer can return to the original level of service if he can consistently show that his usage is within range for three months in a rowSee the attached letter for more details
The attached letter will explain the benefit of having a usage policy for all of our customersWe apologize that no one was able to explain what happens if you go over and what you can do to get back to the original level of serviceIf you are able to maintain usage in the original plan for three
months, you will be able go back to it
Please see the attached letter which explains our policy and shows the customer/s usage for multiple monthsThis shows what the customer has pushed through the modem
Our technical care center is trying to reach you to get some more data to research and resolve this problemWe need your assistance in providing some examples
The local office researched this account and found that company policy was followed, although we understand the customer doesn't agree with itThe customer became a non-pay before asking to update the easy pay processThe local office waived the reconnect fee but the customer will need to pay the $deposit
First, we would like to apologize for utilization issues the customer has experiencedThe good news is Cable One has invested millions of dollars to upgrade the system to fix this issueThe hope is the project will be completed by JulySecondly, the local GM has authorized a credit of $to the
account for their troubles
Our local office reviewed the account and found the account was disconnected as a result of running past due not for a downgrade as suggestedOnce the account is disconnected after all of the notices, reconnect fees do applyIf the customer decides not to reconnect we advise they return the
equipment ASAP to avoid and collection interactions
Cable ONE visited the home of Mr*** but was unable to check the cable outlet in the home because of household items in the wayCable ONE explained that those items would need to be moved before we could fully assess the problem as we could not reach the cable outletMr*** visited the
office to exchange his equipment and the Cable ONE Field Supervisor explained the situation again in regards to moving items in front of the outletMr*** told our Supvthat it would take some time, (maybe a couple of weeks/month) to move the items to gain access to the outletsMr*** said will give us a call when the items are moved and Cable ONE can come back out to as the problems
My situation with mazda Roseville is unresolvedI have emailed several times a d even jumped through hoops to get them my pay off letter from mazda chaseI emailed it to him but no resolution as of yet. Thanks *** ***
I understand the customer has two issues:Internet Bandwidth and Usage RulesThe customer received three notices that their bandwidth usage had exceeded limitsAn ISP has the right to sell different Internet plans at different prices that can accommodate the differing needs of consumers and Cable
One has several Internet plansThey vary in terms of cost, speed and data allowanceCustomers are free to pick the one that best matches their plans for usageWe assume that many customers are reviewing their usage and comparing it to their data allowance and acting accordinglyIf they desire to consume more data than is permitted under their current plan, they move to a plan with a higher data allowance or change their usageIf a higher capacity plan costs more than they want to spend, they will go to a lower priced plan and use less data
If Cable One fails to properly balance cost and capability, people will stop buying its services and go to a competitor who does a better job of meeting the needs of the buying publicBecause the concern of the majority of customers is speed, we answered that concern by doubling the speeds of our plansAs we review comments from customers and their concerns, we may adjust other parts of our plans including data allowancesBut it is solely within the power of the company to decide how much and when
In terms of fairness of the data allowance as it currently stands, let’s look at how it operatesWe think it is quite fairNo subscriber who exceeds his data cap is immediately moved to an upgraded Internet plan that accommodates the subscriber’s actual usageTo avoid a change based on a one-time aberration, it is only when a customer exceeds the usage limitation times in a month period that the customer is required to upgrade to a package that can accommodate his actual usageCable One sends notices alerting the customer when he goes over his data allowance so there are no surprisesEven after the customer has gone over this bandwidth allocation for his Internet plan three times, when he is moved to the higher level plan, the first month is free
It may be helpful to review Cable One’s network management policies which are set forth on the www.cableone.net websiteWhile Cable One has the right to decide what products it offers and at what price, there are other considerations that also factor into the company’s decisions about bandwidth allocationManaging Cable One’s network for optimal performance is crucial for providing a reliable serviceEstablishing usage limits is an important element of that process
Cable One’s Open Internet Disclosure Statement is provided under the Network Management Information included in our Legal NoticesA description of Usage Limits is included which states:
Usage Limits
In addition to reserving the right to manage network usage to ensure that the activity of a small number of users at a particular point in time does not degrade, inhibit or interfere with the use of our network by others, Company also maintains an “excessive use” policy that addresses total usage of an account in a month
This is followed by a link to the CableOne.Net High Speed Internet Access Service Acceptable Use Policy (“AUP”)There, specific details of how Cable One tracks usage and how “excessive use” is defined are addressed as well as the consequences of exceeding the usage limitations
IIINETWORK MANAGEMENT AND LIMITATIONS ON BANDWIDTH CONSUMPTION AND DATA STORAGE
The Cable One network is designed for typical usage by a typical residential computer userComputer activity resulting in excessive or sustained bandwidth consumption may burden the network and such usage may be restrictedBandwidth on our network is a limited, shared resource among subscribersBecause we seek to provide the Service at a reasonable cost to the largest number of users, the use of our network is subject to usage limitations
The current usage limitation for various Cable One service levels are shown in this chartPlease be aware that as our physical network is upgraded over time, these limits will increase
What is Excessive Use?
Excessive use means bandwidth or data usage that is significantly higher than typical usage for which our network is designedExcessive Users consume so much data that their usage could negatively impact the Service provided to other customersIn order to ensure an optimized Internet experience for all customers, data plans have been assigned to all Internet services
Descriptions of the various service levels offered, including the data limits, are available on our websiteCustomers are provided the capability of tracking their bandwidth usage on the Cable One web siteCable One customer service representatives are trained to help customers explore options to reduce the usage and continue to enjoy the benefits of the level of service they choose
The complaint makes it clear that Cable One is not the only Internet provider serving MrWilliams’s zip code area in PrescottCable One may be the fastest high speed Internet provider in PrescottWe have worked hard and invested heavily for that distinctionWe do value the feedback that we receive from customers like MrWilliamsThough we believe that our current process provides adequate information for our customers, we will review whether there are other measures we can take to ensure that customers are fully aware of the usage limits associated with the plans they select at the time of purchaseCollection PolicyOnce a customer becomes past due, the have a limited time to pay their bill or the account is disconnectedOnce disconnected, applicable fees are added to get turned back onI would suggest going into the local office and speaking with manager about bringing the account current
After researching the account, the local office did not find any services issues, only that the customer was charged setup fees after a credit check was completed (which is standard policy)After a period of time paying the account on time, a refund of the deposit is possibleYes, our refunds are
processed infrequently but they are generatedIf the customer would like greater details, they can feel free to contact the local GM directly at, ###-###-####
[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 *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Customer violated the HSD usage policy and was warned repeatedly to change his habitsThat did not occur and the penalty was to be moved to next higher tierThe customer was given three months to consistently change his habits again, in order to be allowed to move back down to a lower packageHe
was not able to accomplish that, unfortunately. If he can demonstrate three consecutive months of usage management, he can move to a lower tier
The local office reviewed the account and found the collection amount is valid (past due at the time of disconnection)The former customer will need to pay this in order to close the collection
As was stated previouslyThe cable box died and the signal coming into the apartment was never in question...As an electronics technician with over years experience, I do know how to troubleshoot problems.I had put the box on my lap on my sofa across from the outlet, with nothing but the power cord plugged in,..I pushed the power button and nothing happenedThe office was closed on Sunday when this occurred..When I drove to the office on Monday it was closedWhen I called customer service they said they would send a tech to bring me a new boxI knew the box was bad and informed the tech as such when he arrived..The tech said he talked to his supervisor who told him that I could not have a box until he could get to the outletWhen I talked to the field supervisor I told him that I understood if the person they were talking to had no experience with troubleshooting a problem then yes they should do what was necessary...I informed him that a good procedure would be to ask the person what they had done to try to determine what needed to be done..I never said that I would move anything for them to get to the outlet...As was stated..I did drive back to their office and picked up a new box..Brought the new box home..Plugged it in and it works perfectly..This could have been avoided if the tech had of listened to what I said in the first place..I went another day with out my TV because they did not listen to what I said.,
Cable ONE had a technician visited Ms*** home and correct the internet problemMs*** service is now working greatCable ONE CustSvcMgrhad a long talk with Ms*** as she felt no one cared about her issuesOur CustSvc Mgrapologized and reassured Ms*** that Cable ONE
does care and appreciate her being a valued customerA credit of month was also issued to her Cable ONE accountThank you
[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 ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Sheldon ***h*** *
The customer can return to the original level of service if he can consistently show that his usage is within range for three months in a rowSee the attached letter for more details
The attached letter will explain the benefit of having a usage policy for all of our customersWe apologize that no one was able to explain what happens if you go over and what you can do to get back to the original level of serviceIf you are able to maintain usage in the original plan for three
months, you will be able go back to it
Please see the attached letter which explains our policy and shows the customer/s usage for multiple monthsThis shows what the customer has pushed through the modem
Our technical care center is trying to reach you to get some more data to research and resolve this problemWe need your assistance in providing some examples
The local office researched this account and found that company policy was followed, although we understand the customer doesn't agree with itThe customer became a non-pay before asking to update the easy pay processThe local office waived the reconnect fee but the customer will need to pay the $deposit
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
First, we would like to apologize for utilization issues the customer has experiencedThe good news is Cable One has invested millions of dollars to upgrade the system to fix this issueThe hope is the project will be completed by JulySecondly, the local GM has authorized a credit of $to the
account for their troubles
Cable One respects the customer's point of view, however, our facts show that the information was disclosed
Our local office reviewed the account and found the account was disconnected as a result of running past due not for a downgrade as suggestedOnce the account is disconnected after all of the notices, reconnect fees do applyIf the customer decides not to reconnect we advise they return the
equipment ASAP to avoid and collection interactions
After researching the account, we found that the customer check for $bouncedThe customer now owes us that amount to bring the account current
Cable ONE visited the home of Mr*** but was unable to check the cable outlet in the home because of household items in the wayCable ONE explained that those items would need to be moved before we could fully assess the problem as we could not reach the cable outletMr*** visited the
s the problems
office to exchange his equipment and the Cable ONE Field Supervisor explained the situation again in regards to moving items in front of the outletMr*** told our Supvthat it would take some time, (maybe a couple of weeks/month) to move the items to gain access to the outletsMr*** said will give us a call when the items are moved and Cable ONE can come back out to a
My situation with mazda Roseville is unresolvedI have emailed several times a d even jumped through hoops to get them my pay off letter from mazda chaseI emailed it to him but no resolution as of yet. Thanks *** ***
I understand the customer has two issues:Internet Bandwidth and Usage RulesThe customer received three notices that their bandwidth usage had exceeded limitsAn ISP has the right to sell different Internet plans at different prices that can accommodate the differing needs of consumers and Cable
One has several Internet plansThey vary in terms of cost, speed and data allowanceCustomers are free to pick the one that best matches their plans for usageWe assume that many customers are reviewing their usage and comparing it to their data allowance and acting accordinglyIf they desire to consume more data than is permitted under their current plan, they move to a plan with a higher data allowance or change their usageIf a higher capacity plan costs more than they want to spend, they will go to a lower priced plan and use less data
If Cable One fails to properly balance cost and capability, people will stop buying its services and go to a competitor who does a better job of meeting the needs of the buying publicBecause the concern of the majority of customers is speed, we answered that concern by doubling the speeds of our plansAs we review comments from customers and their concerns, we may adjust other parts of our plans including data allowancesBut it is solely within the power of the company to decide how much and when
In terms of fairness of the data allowance as it currently stands, let’s look at how it operatesWe think it is quite fairNo subscriber who exceeds his data cap is immediately moved to an upgraded Internet plan that accommodates the subscriber’s actual usageTo avoid a change based on a one-time aberration, it is only when a customer exceeds the usage limitation times in a month period that the customer is required to upgrade to a package that can accommodate his actual usageCable One sends notices alerting the customer when he goes over his data allowance so there are no surprisesEven after the customer has gone over this bandwidth allocation for his Internet plan three times, when he is moved to the higher level plan, the first month is free
It may be helpful to review Cable One’s network management policies which are set forth on the www.cableone.net websiteWhile Cable One has the right to decide what products it offers and at what price, there are other considerations that also factor into the company’s decisions about bandwidth allocationManaging Cable One’s network for optimal performance is crucial for providing a reliable serviceEstablishing usage limits is an important element of that process
Cable One’s Open Internet Disclosure Statement is provided under the Network Management Information included in our Legal NoticesA description of Usage Limits is included which states:
Usage Limits
In addition to reserving the right to manage network usage to ensure that the activity of a small number of users at a particular point in time does not degrade, inhibit or interfere with the use of our network by others, Company also maintains an “excessive use” policy that addresses total usage of an account in a month
This is followed by a link to the CableOne.Net High Speed Internet Access Service Acceptable Use Policy (“AUP”)There, specific details of how Cable One tracks usage and how “excessive use” is defined are addressed as well as the consequences of exceeding the usage limitations
IIINETWORK MANAGEMENT AND LIMITATIONS ON BANDWIDTH CONSUMPTION AND DATA STORAGE
The Cable One network is designed for typical usage by a typical residential computer userComputer activity resulting in excessive or sustained bandwidth consumption may burden the network and such usage may be restrictedBandwidth on our network is a limited, shared resource among subscribersBecause we seek to provide the Service at a reasonable cost to the largest number of users, the use of our network is subject to usage limitations
The current usage limitation for various Cable One service levels are shown in this chartPlease be aware that as our physical network is upgraded over time, these limits will increase
What is Excessive Use?
Excessive use means bandwidth or data usage that is significantly higher than typical usage for which our network is designedExcessive Users consume so much data that their usage could negatively impact the Service provided to other customersIn order to ensure an optimized Internet experience for all customers, data plans have been assigned to all Internet services
Descriptions of the various service levels offered, including the data limits, are available on our websiteCustomers are provided the capability of tracking their bandwidth usage on the Cable One web siteCable One customer service representatives are trained to help customers explore options to reduce the usage and continue to enjoy the benefits of the level of service they choose
The complaint makes it clear that Cable One is not the only Internet provider serving MrWilliams’s zip code area in PrescottCable One may be the fastest high speed Internet provider in PrescottWe have worked hard and invested heavily for that distinctionWe do value the feedback that we receive from customers like MrWilliamsThough we believe that our current process provides adequate information for our customers, we will review whether there are other measures we can take to ensure that customers are fully aware of the usage limits associated with the plans they select at the time of purchaseCollection PolicyOnce a customer becomes past due, the have a limited time to pay their bill or the account is disconnectedOnce disconnected, applicable fees are added to get turned back onI would suggest going into the local office and speaking with manager about bringing the account current
After researching the account, the local office did not find any services issues, only that the customer was charged setup fees after a credit check was completed (which is standard policy)After a period of time paying the account on time, a refund of the deposit is possibleYes, our refunds are
processed infrequently but they are generatedIf the customer would like greater details, they can feel free to contact the local GM directly at, ###-###-####
[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 *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Customer violated the HSD usage policy and was warned repeatedly to change his habitsThat did not occur and the penalty was to be moved to next higher tierThe customer was given three months to consistently change his habits again, in order to be allowed to move back down to a lower packageHe
was not able to accomplish that, unfortunately. If he can demonstrate three consecutive months of usage management, he can move to a lower tier