If the customer is raising a separate issue of speeds, I would suggest that they go through our customer support line, set up a service call, and the local office will troubleshoot the issue right away
Woodrow isn't on the account or listed as an authorized person to discuss the accountPlease have the person who is on the account reach out to us (acct # ***)
I have reviewed the response made by the business in reference to complaint ID ***, and find that as long
as they continue to research and repair this problem instead of just dropping it and not fully checking out the situationOnce the system stays up for a time frame with no drop outs at all will I consider this resolved.
Regards,
*** ***
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
Regards,
*** ***Their response does not respond to my complaint They refer to my dropping of selected services, (i.e., returning their modem, reducing internet speed and capacity and returning a mini-tivo) has nothing to do with my complaint We never discussed my request for lowering my monthly bill for their dropping phone service by $25.00/moas set forth in my complaint at any time during our conservation
We have corrected the services shutting done periodicallyHowever, the DNS issue still existsWe have our engineers researching this nowWe will provide an update as things progress
I have internet service active still the person is misinformedI have not cancelled my account I don't know where this information is coming fromAnother lie from them adding to their very poor serviceI have attached a screenshot of my Cable One internet acct showing balance due and
We understand the customer's point of view and request, however, our usage policies and options to upgrade are setThe customer's option is either to decrease average usage or upgrade as offered
this response addresses the issues of their service and their service is much improved There response does not address our financial loss of their service or are increased charges from AT&T because of their lack of service and I was going over uSage It does not address the issue concerning their poor customer service requiring us to be at home and by the cell phone for an hourWaiting for the tech to call Their response is inadequate. They need to reimburse us for lost service and our charges for AT&T for overusag They need to do something about their appointment window ; hours is totally unacceptable and customer unfriendly
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 usageCable One sends notices alerting the customer when he goes over his
data allowance so there are no surprisesOnce a customer has been upgraded, he may return to his original plan after monthsThis is detailed in the attached document
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,
*** ***
Issued customer credit for the Late Fee of $8.42, issued credit of $for reactivation fee, issued $deposit creditTotal credit of $Customer is active now. The monthly video rate changed from $to $in January The monthly rate of $does not include
the Taxes/fees which would make up the difference. $80.00 for standard video, Broadcast Surcharge $4.96, Sports surcharge $2.94, Taxes & Franchise Fees of $= $monthly service
The account has been zeroed out and a request to remove the account from collections has been submittedIt will take up to days for the process to be completed
The local office contacted MyM*** and informed of the upcoming changes to our cable plant that will improve his Internet experienceThe changes are scheduled in a couple of weeksThey also scheduled a time to follow up with him after the work has been completed
Revdex.comChristopher M***
*** *** ***
*** *** ** ***
RE: Complaint ID # ***
Dear Christopher M*** *
This message is in regard to your complaint submitted on 7/7/against Cable One, Inc.. Your complaint was assigned ID ***
The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your reviewThe contents of this message are below or attachedPlease respond within calendar days or the complaint will be closed as assumed resolvedAll responses will be copied to the company
The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information in describing the nature of your complaintBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may edit your complaint to protect privacy rights and to remove inappropriate language
Regards,
Conciliation & Engagement Specialist
Your Revdex.com
MESSAGE FROM BUSINESS:
The local office contacted MyM*** and informed of the upcoming changes to our cable plant that will improve his Internet experienceThe changes are scheduled in a couple of weeksThey also scheduled a time to follow up with him after the work has been completed
Revdex.com*** ***
*** *** ***
*** * *** **
*** ** *** Re: ID # *** - Christopher M*** Dear *** ***:Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. We notified Christopher M*** of your response and requested notification of whether or not a satisfactory resolution had been reachedRevdex.com has not heard back from the consumer Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” The text of your response may be publicly posted on Revdex.com’s website Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate languageIn the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.Sincerely,Yesenia Villegas|Your Revdex.com
Cable ONE has issued the following credits to *** *** Cable account: $deposit was transferred to account as a credit;$Late fee has been credited back to her account.$reactivation fee has been credited to the account however this will be a wash once the new bill prints as it will show a debit for $(this is an automatic fee)So the total credit entered is $which will be $(Late fee and deposit) once the debit for the reactivation is applied to the new bill The issue left to resolve would be the changing of the billing statement and we did not want to change until we spoke with the account holder and her Daughter to ensure they understood by changing the due date, would cause an odd bill because of the due date change We were able to make contact with *** *** on June 29thAfter trying numerous times since June 26thThe person who answered the phone gave us the Daughter (***) mobile numberIt would appear that her daughter filed the complaint her behalfWe said Cable ONE would call again on June 30th to speak with both the account holder and daughter to discuss the account or they could stop by the office to discuss in personWhen we tried to call the Daughter ***’s mobile number, it went straight to voice mailCable ONE was able to finally reach Daughter (***) in the afternoon on June 30th who informed us it was the other Daughter (***) who filed the complaintDaughter (***) informed us that Daughter (***) would not be available until late in the week of July 3rdWe gave (***) the direct number of our Mgr in the Local Office for (***) to call when she is availableJuly 7th, still no call or visit to the Local office by the Account Holder and Daughter (***)July 10th, still no response Thank you Cable ONE
If the customer is raising a separate issue of speeds, I would suggest that they go through our customer support line, set up a service call, and the local office will troubleshoot the issue right away
We understand the customer's concernThe best we can do is provide a credit of $
Woodrow isn't on the account or listed as an authorized person to discuss the accountPlease have the person who is on the account reach out to us (acct # ***)
I have reviewed the response made by the business in reference to complaint ID ***, and find that as long
as they continue to research and repair this problem instead of just dropping it and not fully checking out the situationOnce the system stays up for a time frame with no drop outs at all will I consider this resolved.
Regards,
*** ***
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
Regards,
*** ***Their response does not respond to my complaint They refer to my dropping of selected services, (i.e., returning their modem, reducing internet speed and capacity and returning a mini-tivo) has nothing to do with my complaint We never discussed my request for lowering my monthly bill for their dropping phone service by $25.00/moas set forth in my complaint at any time during our conservation
We have corrected the services shutting done periodicallyHowever, the DNS issue still existsWe have our engineers researching this nowWe will provide an update as things progress
I have internet service active still the person is misinformedI have not cancelled my account I don't know where this information is coming fromAnother lie from them adding to their very poor serviceI have attached a screenshot of my Cable One internet acct showing balance due and
Our local office contacted the owners who stated there wasn't a problem
Our local office contacted the customer and made the corrections to the address
We understand the customer's point of view and request, however, our usage policies and options to upgrade are setThe customer's option is either to decrease average usage or upgrade as offered
this response addresses the issues of their service and their service is much improved There response does not address our financial loss of their service or are increased charges from AT&T because of their lack of service and I was going over uSage It does not address the issue concerning their poor customer service requiring us to be at home and by the cell phone for an hourWaiting for the tech to call Their response is inadequate. They need to reimburse us for lost service and our charges for AT&T for overusag They need to do something about their appointment window ; hours is totally unacceptable and customer unfriendly
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 usageCable One sends notices alerting the customer when he goes over his
data allowance so there are no surprisesOnce a customer has been upgraded, he may return to his original plan after monthsThis is detailed in the attached document
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,
*** ***
NOTE: NO CHECK received as of 6:30PM on 6/17/16. Please follwith Cable CEO - *** ***
Issued customer credit for the Late Fee of $8.42, issued credit of $for reactivation fee, issued $deposit creditTotal credit of $Customer is active now. The monthly video rate changed from $to $in January The monthly rate of $does not include
the Taxes/fees which would make up the difference. $80.00 for standard video, Broadcast Surcharge $4.96, Sports surcharge $2.94, Taxes & Franchise Fees of $= $monthly service
The account has been zeroed out and a request to remove the account from collections has been submittedIt will take up to days for the process to be completed
The local office contacted MyM*** and informed of the upcoming changes to our cable plant that will improve his Internet experienceThe changes are scheduled in a couple of weeksThey also scheduled a time to follow up with him after the work has been completed
Revdex.comChristopher M***
*** *** ***
*** *** ** ***
RE: Complaint ID # ***
Dear Christopher M*** *
This message is in regard to your complaint submitted on 7/7/against Cable One, Inc.. Your complaint was assigned ID ***
The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your reviewThe contents of this message are below or attachedPlease respond within calendar days or the complaint will be closed as assumed resolvedAll responses will be copied to the company
The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information in describing the nature of your complaintBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may edit your complaint to protect privacy rights and to remove inappropriate language
Regards,
Conciliation & Engagement Specialist
Your Revdex.com
MESSAGE FROM BUSINESS:
The local office contacted MyM*** and informed of the upcoming changes to our cable plant that will improve his Internet experienceThe changes are scheduled in a couple of weeksThey also scheduled a time to follow up with him after the work has been completed
Revdex.com*** ***
*** *** ***
*** * *** **
*** ** *** Re: ID # *** - Christopher M*** Dear *** ***:Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. We notified Christopher M*** of your response and requested notification of whether or not a satisfactory resolution had been reachedRevdex.com has not heard back from the consumer Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” The text of your response may be publicly posted on Revdex.com’s website Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate languageIn the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.Sincerely,Yesenia Villegas|Your Revdex.com
Cable ONE has issued the following credits to *** *** Cable account: $deposit was transferred to account as a credit;$Late fee has been credited back to her account.$reactivation fee has been credited to the account however this will be a wash once the new bill prints as it will show a debit for $(this is an automatic fee)So the total credit entered is $which will be $(Late fee and deposit) once the debit for the reactivation is applied to the new bill The issue left to resolve would be the changing of the billing statement and we did not want to change until we spoke with the account holder and her Daughter to ensure they understood by changing the due date, would cause an odd bill because of the due date change We were able to make contact with *** *** on June 29thAfter trying numerous times since June 26thThe person who answered the phone gave us the Daughter (***) mobile numberIt would appear that her daughter filed the complaint her behalfWe said Cable ONE would call again on June 30th to speak with both the account holder and daughter to discuss the account or they could stop by the office to discuss in personWhen we tried to call the Daughter ***’s mobile number, it went straight to voice mailCable ONE was able to finally reach Daughter (***) in the afternoon on June 30th who informed us it was the other Daughter (***) who filed the complaintDaughter (***) informed us that Daughter (***) would not be available until late in the week of July 3rdWe gave (***) the direct number of our Mgr in the Local Office for (***) to call when she is availableJuly 7th, still no call or visit to the Local office by the Account Holder and Daughter (***)July 10th, still no response Thank you Cable ONE
Cuatomer has been contacted and refund scheduled
The customer was disconnectedThey can either drop off the equipment to avoid equipment charges or setup a pickup at the local office