[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,
*** ***
Our local technician went out Friday to fix the several issues that were present: Competitor using our cable, several customers at the mobile home park putting in two way splitters and some equipment tunedThe issue has been resolved
The account is now active, they were not charged a reconnect feeit is important for the customer to note, in order to avoid and future interruptions, they must pay at least hours prior to any disconnection, otherwise, there is no guarantee the payment will be applied in time
The contract states the cost will be for a three year periodIf Cable One reserves the right to modify at any time without notice a contracted cost they should be barred from stating that this is a contract price' for a 'three year period'Cable One needs to better understand what a contract isIf Cable One reserves the right to change pricing at any time they should be enjoined from stating that this is a contract' for a 'three year period'.The statements which Cable One has referenced in their reply does not supercede a "contract"The contract states the fixed comprehensive cost for a three year periodThis contract supersedes their general terms and copnditions
Our local office verified signal issues in the customer's areaA tech was dispatched and fixed the equipment affectedThe local office will contact the customer to confirm signal is back up
Cable ONE issued a credit back to the bank account in the amount of $on July 28, 2017. The Cable ONE account was also prorated to reflect the change in service which will adjust back the remaining disputed amount on the next billing statementProrates do not show up until the next
billing cycleThank You
Please find the attached explanation. Dear Di W*,Cable One, Incis providing this response for all complaints
concerning Cable One’s data plans governing our Internet service.An 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 plans.
They vary in terms of cost, speed and data allowance. Customers are free to pick the one that best
matches their plans for usage. 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. If 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 public. Because 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 allowances. But 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 operates. 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 times in a 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. Once a customer has been upgraded, he may
return to his original plan after months.It may be helpful to review Cable One’s network
management policies which are set forth on the www.cableone.net website. While 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 allocation. Managing Cable One’s network for optimal
performance is crucial for providing a reliable service. Establishing 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
Notices. A description of Usage Limits
is included which states:Usage LimitsIn
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 STORAGEThe 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
chart. Please 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.Surfing
15Mbps Internet 50GB
Data Plan1.5,Mbps,
5Mbps, 8Mbps, 10Mbps,12Mbps 300GB
Data PlanStreaming
& Streaming Internet 300GB
Data PlanPremier
60, Premier 75, & Premier Internet 400GB
Data PlanUltra
70, Ultra 100, & Ultra Internet 500GB
Data PlanUltra
Plus, Plus, & Plus 750GB
Data PlanUltra
Max, Ultra Max, & Ultra Max 1000GB
Data PlanDescriptions of the various service levels offered, including the
data limits, are available on our website.
Customers are provided the capability of tracking their bandwidth usage
on the Cable One web site. Cable
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. Cable One is well-recognized for
providing the most competitive rates and highest levels of high-speed Internet
in virtually all of our marketsWe do value the feedback that we receive from our
customers. Though 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
purchase
MrBoone W*** shows as the only authorized person on the accountMsLacie K*** doesn't show on the accountWe can speak with MrW*** about his usage if he calls our local office ###-###-####, we will be more than happy to discuss the details
Cable One 's reply is irrelevant to the complaintAs my letter states, I am noty respnsible for PROBLEMS that Cable One will not deal with due to service I pay forTheir bandwidth measurement is theirsThe peroblem is they take no responsibility for all their mistakes
Customer was disconnected on Feb 17th and made month’s payment $on Feb 19th
A local customer representative had agreed to waive half of reconnect fee, $(total reconnect $90)Mr*** would need to pay a $service deposit and $one month service in advanceReviewed
this option with the local office
Local office offered to let him pay the $service deposit and first month service of $nowWould bill the $reconnect fee. Mr*** was advised that he could request his deposit to be refunded after months of timely payment
He then stated that was unacceptable.The local office made every attempt to work with the customer who refused to do soThe offer still stands if the customer would like to reconsider
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Reason that I'm rejecting the response is because they still Haven't explained the reason why some days I have High Usages and Other days I have UsageThe Days that I'm Not home, there are no devices turned on to even use the internet and Days that we are here and streaming ***x the usage has been I've been watching my usage again this weekend and on both Saturday July 11th and Sunday July 12th My son and I were both streaming ***x ALL DAY!!!!! and on the 11th it shows I've used 6.5341gigs of data and on the July I only used .0789gigs of dataThis clearly shows that the collection of Data by Cable one is NOT!!! accurate and is Misleading and Yet y'all still can't explain the reasoning why
Regards,
*** ***
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,
*** ***
The City I lived in is *** *** ** *My account number was ***
The local office researched this issue and found a mistake with accepting the customer's checkTherefore we will waive the late and bounced check fees if the customer pays their correct balance of $Please contact *** at ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve
my complaint. For your reference, details of the offer I reviewed appear below
[ The statement made by CableOne is completely untrue. Service quality remains FAR below acceptable limits. I am now supposed to be getting Mbps service and still never surpass Mbps]
Regards,
*** ***
When I signed the work order it was verbally explained to me that I was signing that the cable was hooked up and there was no disclosure that the "work order" was a contract The word "work order" definitely suggests that the form is regarding the work completed for the hook up and not a "contract" which would suggest an agreement of the services Again, I find this misleading and fraudulent
Can the customer specify what is wrong?
[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,
*** ***
Our local technician went out Friday to fix the several issues that were present: Competitor using our cable, several customers at the mobile home park putting in two way splitters and some equipment tunedThe issue has been resolved
The account is now active, they were not charged a reconnect feeit is important for the customer to note, in order to avoid and future interruptions, they must pay at least hours prior to any disconnection, otherwise, there is no guarantee the payment will be applied in time
Our local system went out and found a bad piece of equipment that was replacedThe local CSM, ***, will apply a credit for the inconvenience
The contract states the cost will be for a three year periodIf Cable One reserves the right to modify at any time without notice a contracted cost they should be barred from stating that this is a contract price' for a 'three year period'Cable One needs to better understand what a contract isIf Cable One reserves the right to change pricing at any time they should be enjoined from stating that this is a contract' for a 'three year period'.The statements which Cable One has referenced in their reply does not supercede a "contract"The contract states the fixed comprehensive cost for a three year periodThis contract supersedes their general terms and copnditions
Our local office verified signal issues in the customer's areaA tech was dispatched and fixed the equipment affectedThe local office will contact the customer to confirm signal is back up
Customer refund will be processed and sent out no later then end of week of 10/13/Thank you Cable ONE
Cable ONE issued a credit back to the bank account in the amount of $on July 28, 2017. The Cable ONE account was also prorated to reflect the change in service which will adjust back the remaining disputed amount on the next billing statementProrates do not show up until the next
billing cycleThank You
Please find the attached explanation. Dear Di W*,Cable One, Incis providing this response for all complaints
concerning Cable One’s data plans governing our Internet service.An 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 plans.
They vary in terms of cost, speed and data allowance. Customers are free to pick the one that best
matches their plans for usage. 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. If 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 public. Because 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 allowances. But 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 operates. 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 times in a 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. Once a customer has been upgraded, he may
return to his original plan after months.It may be helpful to review Cable One’s network
management policies which are set forth on the www.cableone.net website. While 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 allocation. Managing Cable One’s network for optimal
performance is crucial for providing a reliable service. Establishing 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
Notices. A description of Usage Limits
is included which states:Usage LimitsIn
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 STORAGEThe 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
chart. Please 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.Surfing
15Mbps Internet 50GB
Data Plan1.5,Mbps,
5Mbps, 8Mbps, 10Mbps,12Mbps 300GB
Data PlanStreaming
& Streaming Internet 300GB
Data PlanPremier
60, Premier 75, & Premier Internet 400GB
Data PlanUltra
70, Ultra 100, & Ultra Internet 500GB
Data PlanUltra
Plus, Plus, & Plus 750GB
Data PlanUltra
Max, Ultra Max, & Ultra Max 1000GB
Data PlanDescriptions of the various service levels offered, including the
data limits, are available on our website.
Customers are provided the capability of tracking their bandwidth usage
on the Cable One web site. Cable
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. Cable One is well-recognized for
providing the most competitive rates and highest levels of high-speed Internet
in virtually all of our marketsWe do value the feedback that we receive from our
customers. Though 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
purchase
MrBoone W*** shows as the only authorized person on the accountMsLacie K*** doesn't show on the accountWe can speak with MrW*** about his usage if he calls our local office ###-###-####, we will be more than happy to discuss the details
Cable One 's reply is irrelevant to the complaintAs my letter states, I am noty respnsible for PROBLEMS that Cable One will not deal with due to service I pay forTheir bandwidth measurement is theirsThe peroblem is they take no responsibility for all their mistakes
Customer was disconnected on Feb 17th and made month’s payment $on Feb 19th
A local customer representative had agreed to waive half of reconnect fee, $(total reconnect $90)Mr*** would need to pay a $service deposit and $one month service in advanceReviewed
this option with the local office
Local office offered to let him pay the $service deposit and first month service of $nowWould bill the $reconnect fee. Mr*** was advised that he could request his deposit to be refunded after months of timely payment
He then stated that was unacceptable.The local office made every attempt to work with the customer who refused to do soThe offer still stands if the customer would like to reconsider
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Reason that I'm rejecting the response is because they still Haven't explained the reason why some days I have High Usages and Other days I have UsageThe Days that I'm Not home, there are no devices turned on to even use the internet and Days that we are here and streaming ***x the usage has been I've been watching my usage again this weekend and on both Saturday July 11th and Sunday July 12th My son and I were both streaming ***x ALL DAY!!!!! and on the 11th it shows I've used 6.5341gigs of data and on the July I only used .0789gigs of dataThis clearly shows that the collection of Data by Cable one is NOT!!! accurate and is Misleading and Yet y'all still can't explain the reasoning why
Regards,
*** ***
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,
*** ***
The City I lived in is *** *** ** *My account number was ***
The local office removed the charge and collection item in their credit bureau (usually takes days)
The local office researched this issue and found a mistake with accepting the customer's checkTherefore we will waive the late and bounced check fees if the customer pays their correct balance of $Please contact *** at ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve
my complaint. For your reference, details of the offer I reviewed appear below
[ The statement made by CableOne is completely untrue. Service quality remains FAR below acceptable limits. I am now supposed to be getting Mbps service and still never surpass Mbps]
Regards,
*** ***
The local office GM will be contacted immediatelyThe consumer should get a followup call by a local manager after research has been completed
When I signed the work order it was verbally explained to me that I was signing that the cable was hooked up and there was no disclosure that the "work order" was a contract The word "work order" definitely suggests that the form is regarding the work completed for the hook up and not a "contract" which would suggest an agreement of the services Again, I find this misleading and fraudulent