The local office sent a tech out to the area and found an issue in a piece of equipment that feeds the neighborhoodThis was fixed and a $credit applied to the account
[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,
*** ***
The local office contacted the person listed on the account, the husbandHe was not aware of any issuesHe thinks his wife calledWe asked that she call back to discuss the recent downgrade, the effect on the bill moving forward
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
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. Specifically, based on their response, they are going to keep me at the same level and cost that I am at now and NOT raise me to over $per month until the local office can work with me so I may learn, if possible, how to adjust my usage to stay within the data usage limits of my current plan.I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I would like to confirm the phone has been remove and you have all the phone equipment also want to confirm there where about of the deposit that I made
The equipment has it stickers and it is in good working condition and I just want my refund and give your equiment back to youYour techs on the phone say one thing then the next day they did not say thatThe eqequiment has it stickers and it has not been tampered with you just do not want to give me my refund to meYour staff is very dishonest they say one thing then try say we would not say thatThe equiment has it stickers and it is good working condition this is not resolved until I get my refund and I can returned your box without your staff playing their little games and treating me like dirt
The customer was restarted with zero additional charges or fees that day and he was called to inform him of thisHe did not answer his phone, but a voice mail explaining his account had been restarted with no additional cost was left
It is typically not the company policy to make payment arrangements and the local office listened to calls with the customer which supports that policyHowever, we want to work with them by pulling their account from collections asap so they won't get anymore callsOnce they have brought their
account current, we will show the issue resolved on their credit bureau
Cable One offers a variety of HSD plans that vary in terms of cost,speed & the amount of data provided, & customers are free to choose a plan that best meets their usage needs. They may monitor their usage on a personalized web page called My Bandwidth which can be accessed from their MyAccount pageIf customers desire to consume more data than is under their current plan, they can move to a plan w/a higher data allowance or modify current usageIf a higher capacity plan costs more than they want to spend, customers can switch to a lower priced plan & match their data usage accordingly.Cable One allows customers to exceed their data plans for multiple months before any action is takenNo subscriber who exceeds their data plan is immediately moved to an upgraded HSD plan or charged an overage fee.It's only when customers exceed their data plan times in a moperiod that they are required to upgrde to a pkg that better meets their usage needs.This is stated in the Data Policy section of Cable One’s Internet Acceptable Use Policy-"AUP” customers must review & accept the AUP before being allowed to use Cable One’s Internet service. Cable One sends notices alerting customers eatime they go over their data plan, for the opportunity to either modify their usage or pick a plan suited to usage needsOn 8/30/17, Mr*** was upgded from his Starter plan to Cable One’s Family plan, w/speeds up to Mbps/data plan-GB.Mr***’s data usage for the mo.'s prior to his upgrade: 6/2017- GB;7/2017- GB;8/2017- GBIn the days since his upgrde, Mr*** he has been right at or below the 300GB level of his prior planThis gives him an option to dwngrade back to Starter plan if he wishes to do so, simply call custsvcMr*** may also consider calling custsvc to review the tools available for measuring his usage & discuss suggestions for reducing usage
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
This is the same response I have been given for nearly years"We are working to improve our service." If indeed my service is working as advertised (a minimum of 80% of advertised speed) by the end of September, I will consider this resolved satisfactorilyUntil that time, I still request that the advertisements meet fair advertising requirements, and any reference to "reliability" and "no buffering" are removed from all advertisements, and speeds that fail to meet 80% of advertised speeds are adjusted accordingly in all media, including print, television, radio, and internet. Think of it this wayIf I bought a car that said I should expect MPG, and the best I, or anyone else could do was less than MPG, than the manufacturer of the car is guilty of advertisementI can't expect MPG all the time, but MPG is nowhere near 35.
Regards,
*** ***
We understand and appreciate the customer's request for equipment to throttle bandwidth usage, however Cable One does not have such equipment to provide themIt is up to the customer to monitor and manage their usageThey can do so by Cableone.net and monitoring their bandwidth daily and/or buy a
router that will do the same thingIn addition, if they are using any applications like Netflix , etcthey can change their setting like SD vsHD which will help
The issue at hand is avoided by General responses a typical as expectedThis is the exact reason I am working through the Revdex.com im tired of general responsesYou have not even tried to look at the notes on the accountIf you were to look there is more informationWhen you read the notes and have a more personal response then respondWhat service call on the the tenth, the tenth of what? 90gbs for one day with no one present how is that residential usage please do some research Thanks ***
We appreciate and respect the position of the customerTheir feedback will be taken seriously, and used to improve training so these situations do not occur in the futureThank s again
[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,
*** ***
After researching the issue, the local office found the problem is not with our service but the customer's wireless network. Although the wireless network is the customer's responsibility, the local office continues to investigate our equipment.
The local office has reviewed the account and will credit the customer account $NSF and $install fee
The company apologizes for inconvenience the customer experiencedA credit was applied to the account
The local office sent a tech out to the area and found an issue in a piece of equipment that feeds the neighborhoodThis was fixed and a $credit applied to the account
[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,
*** ***
The local office contacted the person listed on the account, the husbandHe was not aware of any issuesHe thinks his wife calledWe asked that she call back to discuss the recent downgrade, the effect on the bill moving forward
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
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. Specifically, based on their response, they are going to keep me at the same level and cost that I am at now and NOT raise me to over $per month until the local office can work with me so I may learn, if possible, how to adjust my usage to stay within the data usage limits of my current plan.I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
I would like to confirm the phone has been remove and you have all the phone equipment also want to confirm there where about of the deposit that I made
The equipment has it stickers and it is in good working condition and I just want my refund and give your equiment back to youYour techs on the phone say one thing then the next day they did not say thatThe eqequiment has it stickers and it has not been tampered with you just do not want to give me my refund to meYour staff is very dishonest they say one thing then try say we would not say thatThe equiment has it stickers and it is good working condition this is not resolved until I get my refund and I can returned your box without your staff playing their little games and treating me like dirt
The customer was restarted with zero additional charges or fees that day and he was called to inform him of thisHe did not answer his phone, but a voice mail explaining his account had been restarted with no additional cost was left
It is typically not the company policy to make payment arrangements and the local office listened to calls with the customer which supports that policyHowever, we want to work with them by pulling their account from collections asap so they won't get anymore callsOnce they have brought their
account current, we will show the issue resolved on their credit bureau
Cable One offers a variety of HSD plans that vary in terms of cost,speed & the amount of data provided, & customers are free to choose a plan that best meets their usage needs. They may monitor their usage on a personalized web page called My Bandwidth which can be accessed from their MyAccount pageIf customers desire to consume more data than is under their current plan, they can move to a plan w/a higher data allowance or modify current usageIf a higher capacity plan costs more than they want to spend, customers can switch to a lower priced plan & match their data usage accordingly.Cable One allows customers to exceed their data plans for multiple months before any action is takenNo subscriber who exceeds their data plan is immediately moved to an upgraded HSD plan or charged an overage fee.It's only when customers exceed their data plan times in a moperiod that they are required to upgrde to a pkg that better meets their usage needs.This is stated in the Data Policy section of Cable One’s Internet Acceptable Use Policy-"AUP” customers must review & accept the AUP before being allowed to use Cable One’s Internet service. Cable One sends notices alerting customers eatime they go over their data plan, for the opportunity to either modify their usage or pick a plan suited to usage needsOn 8/30/17, Mr*** was upgded from his Starter plan to Cable One’s Family plan, w/speeds up to Mbps/data plan-GB.Mr***’s data usage for the mo.'s prior to his upgrade: 6/2017- GB;7/2017- GB;8/2017- GBIn the days since his upgrde, Mr*** he has been right at or below the 300GB level of his prior planThis gives him an option to dwngrade back to Starter plan if he wishes to do so, simply call custsvcMr*** may also consider calling custsvc to review the tools available for measuring his usage & discuss suggestions for reducing usage
Customer has been installed and everything should working okLocal GM will discuss a small credit with customer
Local office called customer and explained the details along with applying a credit to the account
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
This is the same response I have been given for nearly years"We are working to improve our service." If indeed my service is working as advertised (a minimum of 80% of advertised speed) by the end of September, I will consider this resolved satisfactorilyUntil that time, I still request that the advertisements meet fair advertising requirements, and any reference to "reliability" and "no buffering" are removed from all advertisements, and speeds that fail to meet 80% of advertised speeds are adjusted accordingly in all media, including print, television, radio, and internet. Think of it this wayIf I bought a car that said I should expect MPG, and the best I, or anyone else could do was less than MPG, than the manufacturer of the car is guilty of advertisementI can't expect MPG all the time, but MPG is nowhere near 35.
Regards,
*** ***
We understand and appreciate the customer's request for equipment to throttle bandwidth usage, however Cable One does not have such equipment to provide themIt is up to the customer to monitor and manage their usageThey can do so by Cableone.net and monitoring their bandwidth daily and/or buy a
router that will do the same thingIn addition, if they are using any applications like Netflix , etcthey can change their setting like SD vsHD which will help
The issue at hand is avoided by General responses a typical as expectedThis is the exact reason I am working through the Revdex.com im tired of general responsesYou have not even tried to look at the notes on the accountIf you were to look there is more informationWhen you read the notes and have a more personal response then respondWhat service call on the the tenth, the tenth of what? 90gbs for one day with no one present how is that residential usage please do some research Thanks ***
We appreciate and respect the position of the customerTheir feedback will be taken seriously, and used to improve training so these situations do not occur in the futureThank s again
[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,
*** ***
After researching the issue, the local office found the problem is not with our service but the customer's wireless network. Although the wireless network is the customer's responsibility, the local office continues to investigate our equipment.
The Cable ONE local office issued the $13.28 credit on November 21st and this was always communicated to Mr. ** on the same day. Thank you Cable ONE