Property Damage Appraisers Inc.

The previous note explained a business decision was made to not offer unlimited plans anymore as of 2015.

We understand the customer's point of view, however, we believe what was offered was fair. As for having different offers with just increasing the usage, we are reviewing such options and anticipate a follow up by year end.

[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 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,
[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 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,
[redacted]

CableONE's response is not acceptable. The described usage agreement does not address the assertions made in CableONE public advertising and...

product descriptions stating that there are no overage fees. The claim of "ABSOLUTELY NO OVERAGE FEES" is a plain declaration that a user will not be required to pay additional money for additional usage. The request that we pay more money based on our internet usage is therefore ridiculous.Additionally, the assertion that our usage is burdensome or excessive is ridiculous:At a transfer rate of 100Mbps, a user will exceed 300GBs in only 8 hours, or 16 minutes / day. A user storing or retrieving their hard drive backup from the typical cloud based storage solution would exceed this in a single backup attempt.This service is advertised as being ideal for streaming video to multiple devices. The average US adult consumes over 5 hours of streaming video content per day. [redacted]Three devices receiving STANDARD DEFINITION content from Netflix for this average 5 hours / day of video consumption would use 450GB of data / month on Netflix alone.Therefore, the assertion that we are a high usage household is completely absurd. We are by definition AVERAGE.CableONE made it very clear in their advertising and product descriptions that customers will not be charged extra or discriminated against based on their data usage, and yet that is exactly what they are doing.These complaints have been forwarded to the FCC and FTC

It is correct that I have been contacted 3 times since I made this complaint. Which is better than the 2 calls I received in the last 9 months. I have been told that the cable is going to get buried, but they keep...

saying this week or next week. So the issue on receiving a call back has been resolved. The issue of having the cable line buried has not been resolved. I have not received a date of completion.

[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 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,
[redacted]

Customer is not our auto pay service. They did receive a bill 7/08/2015, with a due date 7/22/2015. The statement, 8/08/2015, did state he was past due. A payment was received and service was restored. Local office will credit late fee of $8, reactivation fee of $12 along with a courtesy credit of...

$20.

Check will be sent overnight Thursday the 17th.

You know I have never had any results complaining to you and it seems that you are in favor of the companies- I NEVER received notification that cableone had responded  so that I could respond. For the Record I AM NOT...

satisfied and once more a complaint has been brushed aside somehow. Cableone lost us  a lot of money – we had to close our office for a whole day and then for 2 weeks we barely had service. As they said the issue was fixed on the 27th!! So from Feb 8 to the 27th we had hardly any service [redacted]###-###-####

We understand and respect the customer's issues, however, the usage is what is coming from behind the modem (customer)equipment. Therefore, anything that is consistently pulling bandwidth is a device(s) out of our control. We suggest the customer review the devices they are using to see if it auto set for use.

We assume that many customers are reviewing
their usage and comparing it to their data allowance and acting
accordingly.  If 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 usage.Assuming the ...

customer stays with Cable One, let’s look at the data plan for excessive use. We think it is quite fair. No subscriber who exceeds his data cap is immediately moved to an upgraded Internet plan that accommodates the subscriber’s actual usage. To avoid a change based on a one-time aberration, it is only when a customer exceeds the usage limitation 3 times in a 12 month period that the customer is required to upgrade to a package that can accommodate his actual usage. Cable One sends notices alerting the customer when he goes over his data allowance so there are no surprises. Even 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. Excessive use means bandwidth or data usage that is significantly higher than typical usage for which our network is designed. Excessive Users consume so much data that their usage could negatively impact the Service provided to other customers. In order to ensure an optimized Internet experience for all customers, data plans have been assigned to all Internet services.The Cable One network is designed for typical usage by a typical residential computer user. Computer activity resulting in excessive or sustained bandwidth consumption may burden the network and such usage may be restricted. Bandwidth on our network is a limited, shared resource among subscribers. Because 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. . . .If the ISP has failed 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 public. Of course, this would be an academic argument if the customer were contractually bound to Cable One and could not go elsewhere. The fact is that the customer is not stuck with Cable One. No residential customer is required to sign a contract which binds him to stay with Cable One. Therefore, Cable One is obligated to set usage limits as defined under the Acceptable Use Policy which the customer was supplied upon signing for the service. Thank you for your question.

The local office has checked the cable, equipment and noise level in and around the customer's home. They are receiving the speeds as promised. In addition, the customer owns his modem. We reviewed his bandwidth usage for a period of time and he is consistently using a high level. Finally the local...

office cancelled the service call that was setup because no one answered the door. We have left several message to discuss any other issues but have not received a call back.As a result of his high usage, our guidelines specify the customer will be moved to the next higher level, unless they can demonstrate less usage.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10865001, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In the response it says as a NEW customer....I am not a NEW customer and had been with Cableone for over 20 years and then all of the sudden they just started taking out money (any amount) at all different times. There was not a scheduled time or amount and nearly $600 in two months is RIDICULOUS. They claim I was not on autopay and have been for YEARS and they claim that the charges were warranted but cannot explain why they are and why they were being taken out at all different times and dates when that is not when the bill was even due. Their customer service is CRAP and you can get no answers or help from this company no matter how many times or who you call. The amount in dispute is the last amount they took out of $175.59 which is not OWED!!! I have cancelled services after 20 years with this company, cancelled my debit card where they cannot just take take and take more money whenever they feel like it, and filed this complaint bc they are PITIFUL!!!!!!!! No I am not satisfied with yet another STUPID response from an IGNORANT source regarding them thinking my checking account is an ATM for them to take anything whenever they want. It has nothing to do with a SERVICE or when it IS due bc that is NOT what they were doing!!!!!!!!!!!!!!!
Regards,
[redacted]

The response flat out ignores the most important points of the complaint. The same pipe is used to transmit internet services and television services while only one is throttled. What Cable One is doing is attempting forcing people onto their own proprietary services or be forced to watch alternate programming at worse video quality (or not at all) to fall within their arbitrary usage plan.The following quote is a flat out lie because most ISPs today do not have any competition because of their agreements to not lay lines in competitors "territory". "If the ISP has failed 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 public. Of course, this would be an academic argument if the customer were contractually bound to Cable One and could not go elsewhere. The fact is that the customer is not stuck with Cable One. No residential customer is required to sign a contract which binds him to stay with Cable One."If I had the choice to subscribe to a different ISP who follows net neutrality and does not limit usage I would. Which is exactly what I will be doing later this month thanks to Midcontinent Communications fight to be able to service the people in my area despite Cable One's efforts. If I was given a choice I would have never signed any service agreement with Cable One but they held a monopoly on being an ISP until now.

We will send out a 3rd party company to review the speeds in front of our modem, behind the modem and into the customer's network. You will hear from the local office. Please accept a time for the company to come out and observe.

The local office has agreed to credit the handling fee to zero the account out.

The local General Manager reached out to the customer and explained the situation and offered a credit.

[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 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,
Brandon A[redacted]