Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company did not provide sufficient time to change the alternative payment method. I took it for granted that the bill was being paid automatically. There should be a three month grace period at minimum to correct or update payment method before service is disconnected. It is clear that Cable One is disconnecting service prematurely and making unjustified profits by charging fees to customers who don't deserve this rigid customer service. It is clear that the company has found a loophole to make a profit through the convenient use of a "policy." The fees should only be charged to those who are not willing to correct payment method and pay balance due at time of correction or as arranged. In other words, all fees should be waived if problem is resolved and significant payment toward balance is made. If the company wants loyal customers, they should provide compassionate and fair customer service practices. Otherwise, good customers like myself will cut off the service sooner then later.
Regards,
[redacted]
The Cable ONE Business Service Agreement states that by signing the agreement, the customer acknowledges that the customer has read, understand and agrees to be bound by and comply with the above service information and charges, and the attached terms and conditions and service-specific agreements. Page 3 of the 8 page agreement is where the customer can find the section "Channel, Service, Price, and Other Changes" which explains the changes to prices, channels, equipment, programming. Cable ONE understands that rate increases are never easy and have issued a $20.00 credit to the customer's business account for the inconvenience. Thank you.
Cable One contacted Ms. [redacted] on 9/25/17 and resolved her issues. Also called on 10/5/17 to confirm services were still working properly, customer confirmed that all has been good since 9/25/17. Thank You. Cable ONE.
The late and transfer fee was removed. The local office left a few messages so they can explain that one service month is due. If not paid on time, the customer will be assessed fees that they will have to pay.
the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The companies response is not true. There were no phone calls from the Company in the 3 weeks and 3 days before the problem was corrected. After it was corrected, I corresponded with the local representative and let her know the issue was resolved, albeit it after a lengthy outage. After that the Company did leave messages and ask that I call them IF there was anything else they could do. There wasn't so I didn't call. The complaint is that it took 3 weeks and 3 days to reestablish my files. Now the same thing has happened again and it has been 14 days. I'm told the company is working on it, but nothing has happened yet. This is the poorest of customer service. No resolution is proposed by the company.
Regards,
[redacted]
The local office spoke with the [redacted] about the delay to process adding a home to our system. It is just something that takes time unfortunately. They agreed the 7/8 date would be OK for install.
I was called by Cable One and offered a different package with an insignificantly higher data cap at a much higher price to "resolve" my complaint. This completely...
ignored the point of the complaint, which is that their data caps at ALL price points are ridiculously low. Because of [redacted] regulations that bar companies from throttling speeds based on content providers, these cable companies now decide to limit the amount of data an individual can use to get around [redacted] regulations. I can't reasonably use my internet for normal day use at these data cap limits, even when trying all their "suggestions" on their website to lower my usage. Based on this fact alone, their data limits are outrageously low even for every day normal use.Thanks for nothing, Cable One. You've lost a customer and I hope you get fines from the [redacted] when they say data caps are bogus.
The Cable ONE DNS infrastructure is operating as intended in this instance. The issue is actually caused by the authoritative DNS server for the website hosting that isn’t responding to Cable ONE’s DNS server requests.
Cable One respects the customer's point of view. However, they will need to call the local office, as instructed, to make arrangements to return the equipment.
Cable ONE Local Customer Service Mgr. was able to make contact with Ms. [redacted] and was able to provide Ms. [redacted] with her direct number for future needs. Ms. [redacted] did pay her past due, next month and deposit as was reactivated this morning November 20, 2017. The Local Customer Service Mgr. did credit back the $75.00 deposit and believe the customer is happy now. Thank you Cable ONE.
The issue was repaired and a credit was issued for the inconvenience. If this is not satisfactory, the Business Service group is willing to discuss it. Please call Katherine C[redacted] at ###-###-####.
The local office will call him to explain what he qualifies for...plus explain all of the recent credits on his account due to dropping a service.
Customer has been contacted and an appointment has been scheduled to bury the cable.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company did not provide sufficient time to change the alternative payment method. I took it for granted that the bill was being paid automatically. There should be a three month grace period at minimum to correct or update payment method before service is disconnected. It is clear that Cable One is disconnecting service prematurely and making unjustified profits by charging fees to customers who don't deserve this rigid customer service. It is clear that the company has found a loophole to make a profit through the convenient use of a "policy." The fees should only be charged to those who are not willing to correct payment method and pay balance due at time of correction or as arranged. In other words, all fees should be waived if problem is resolved and significant payment toward balance is made. If the company wants loyal customers, they should provide compassionate and fair customer service practices. Otherwise, good customers like myself will cut off the service sooner then later.
Regards,
[redacted]
Our technical department has made three attempts to reach the customer with no return call. Please clarify which contact number is best to call.
We apologize for the missing bill. The local office will contact Ms. [redacted] and arrange a time to cover her them in detail. Thank you.
Major upgrades took place in the area and are completed now. The service interruptions should not be an issue now.
Install is scheduled for tomorrow, March 1st.
The Cable ONE Business Service Agreement states that by signing the agreement, the customer acknowledges that the customer has read, understand and agrees to be bound by and comply with the above service information and charges, and the attached terms and conditions and service-specific agreements. Page 3 of the 8 page agreement is where the customer can find the section "Channel, Service, Price, and Other Changes" which explains the changes to prices, channels, equipment, programming. Cable ONE understands that rate increases are never easy and have issued a $20.00 credit to the customer's business account for the inconvenience. Thank you.
The local office has left several messages for the customer with hope of agreeing on a fix to correct this. Please ask them to return the call.
Cable One contacted Ms. [redacted] on 9/25/17 and resolved her issues. Also called on 10/5/17 to confirm services were still working properly, customer confirmed that all has been good since 9/25/17. Thank You. Cable ONE.
The late and transfer fee was removed. The local office left a few messages so they can explain that one service month is due. If not paid on time, the customer will be assessed fees that they will have to pay.
Revdex.com:
I have reviewed...
the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The companies response is not true. There were no phone calls from the Company in the 3 weeks and 3 days before the problem was corrected. After it was corrected, I corresponded with the local representative and let her know the issue was resolved, albeit it after a lengthy outage. After that the Company did leave messages and ask that I call them IF there was anything else they could do. There wasn't so I didn't call. The complaint is that it took 3 weeks and 3 days to reestablish my files. Now the same thing has happened again and it has been 14 days. I'm told the company is working on it, but nothing has happened yet. This is the poorest of customer service. No resolution is proposed by the company.
Regards,
[redacted]
The local office spoke with the [redacted] about the delay to process adding a home to our system. It is just something that takes time unfortunately. They agreed the 7/8 date would be OK for install.
I was called by Cable One and offered a different package with an insignificantly higher data cap at a much higher price to "resolve" my complaint. This completely...
ignored the point of the complaint, which is that their data caps at ALL price points are ridiculously low. Because of [redacted] regulations that bar companies from throttling speeds based on content providers, these cable companies now decide to limit the amount of data an individual can use to get around [redacted] regulations. I can't reasonably use my internet for normal day use at these data cap limits, even when trying all their "suggestions" on their website to lower my usage. Based on this fact alone, their data limits are outrageously low even for every day normal use.Thanks for nothing, Cable One. You've lost a customer and I hope you get fines from the [redacted] when they say data caps are bogus.
The Cable ONE DNS infrastructure is operating as intended in this instance. The issue is actually caused by the authoritative DNS server for the website hosting that isn’t responding to Cable ONE’s DNS server requests.
Cable One respects the customer's point of view. However, they will need to call the local office, as instructed, to make arrangements to return the equipment.
Cable ONE Local Customer Service Mgr. was able to make contact with Ms. [redacted] and was able to provide Ms. [redacted] with her direct number for future needs. Ms. [redacted] did pay her past due, next month and deposit as was reactivated this morning November 20, 2017. The Local Customer Service Mgr. did credit back the $75.00 deposit and believe the customer is happy now. Thank you Cable ONE.
Customer was contacted by the local office and the issue was resolved.
The issue was repaired and a credit was issued for the inconvenience. If this is not satisfactory, the Business Service group is willing to discuss it. Please call Katherine C[redacted] at ###-###-####.
Our local office will contact the customer to setup a service call to research the problem.