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Service Electric Cable TV, Inc.

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Reviews Service Electric Cable TV, Inc.

Service Electric Cable TV, Inc. Reviews (87)

April 21, 2015
Dear Sir or Madam,I am in receipt of Complaint [redacted] and wish to respond as follows: After reviewing [redacted]'s account, we will credit back the installation fee ($41.95) as requested. We apologize for any inconvenience he experienced with customer service and his...

appointment.Sincerely,
Nicole S
Service Electric Cable TV

October 10, 2015Dear [redacted]:We are in receipt of your letter and would like to respond as follows:[redacted] did call our office several times to schedule the pickup of his equipment. We made various trips to retrieve the equipment that was left on front porch. Our attempts were unsuccessful....

Our Billing Supervisor, Stefanie, spoke to [redacted] this morning. It was discovered that [redacted] has moved and we will need to pick up equipment at his new address. The pickup is already scheduled. Also, we explained to [redacted] he was not reported to the Credit Bureau.Thank you,Jennifer B[redacted]Regulatory Affairs Director

The worst customer support ever. No one answers the phone, waited for hours and then just hung up because I got tired of waiting. 3 days in a row!

That is not a very intelligent answer to the rejection response that I gave.
But I understand who I am dealing.
Are the governing bodies about the DMA, at the FCC?
I will investigate other sources.
Thank you for your help.

Dear [redacted],
On 2/10/15 I spoke to the customer. I informed him about some field work that was scheduled to be completed this week that should fix his internet speed issues. I also scheduled a technician to look into his TV tiling issue,
Thank you,Jonathan B

July 19, 2017Dear [redacted]:Jon B[redacted], Broadband Supervisor, spoke to [redacted] and rectified the situation.Jennifer B.Regulatory Affairs Director

Ref ID:  [redacted] Dear [redacted], On 5/26/15 I spoke this customer and we agreed on a credit for her past issues with the internet service.  Thank you, Jonathan B[redacted]Technical Support SupervisorService Electric Cable...

TV and Communications

September 26, 2016Dear [redacted]:We are in receipt of your letter and would like to respond as follows:[redacted] spoke to Jon B[redacted], Broadband Supervisor on August 23, 2016 and resolved the issue.Should there be any more concern, [redacted] may contact Jon directly.Thank you,Jennifer B[redacted]

February 9, 2015Dear [redacted]:
We have received the above referenced complaint concerning [redacted]’s internet problems.
This problem had been turned over to our head engineer Jeff K[redacted]. Jeff has spoken to the customer after the filing of this complaint.Jeff has...

advised that he has spoke to the customer and believes that the customer understands the temporary situation. Jeff has also advised the customer he would keep him informed on the resolutions and progress when it information is updated.We also have given him a month’s credit in January for his compensation of the slow speeds.
If you have any further questions or concerns, please do not hesitate to contact us.Sincerely,
Phyllis C.
Office Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your...

complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I was never contacted by a Jon B[redacted]. In fact they have not called me back at all. They left one voice message without leaving a contact phone number. When I called back I was assured they would return my call. This never happened. Problem still exists. 
Regards,
[redacted]

June 16, 2016Dear [redacted];We are in receipt of your letter and would like to respond as follows:[redacted] was installed in October, 2014. On April 22 2015, our installer activated a phone line for customer. Customer was charged 29.95 plus taxes and fees. Customer did call in May 2015 for no phone service, but, cancelled the service call and did not Call back about his phone service until February 2016.Although, we have different records, since [redacted] is a long term customer, we will issue the $161.50 credit [redacted] is requesting to Clear up all misunderstandings.SERVICE ELECTRIC CABLE TV, NC.Jennifer B[redacted] Regulatory Affairs DirectorThank you,[redacted]

Even after all their supposed efforts I 'm still having technical problems the only solution they offered was increasing my Internet speed, in other words pay us more and maybe you'll get what you've been paying for and not getting all this time. I have no words to describe Service electric anymore.

We have left a message for [redacted] to contact us. We do not have her daughters information to follow up on the phone complaint to understand what happened. [redacted] may contact us On the private number that we gave and we will look into thisfor her.SERVICE ELECTRIC CABLE TV,...

NC.Jennifer B[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Reply......I believe there should be a option for the SECTV customer to have these crossover NY or Phila channels.
There should be a choice, and necessary charges as they would for certain premium, HD channels, etc.
The consumer has no choice, no options whatsoever. Especially if the options are important enough to affect the consumer's daily life.
This [redacted] market area is very much SPLIT between NYC and Phila influences. As many more people move into this area from NJ and NYC over the past 10 years. Many commute to their jobs in the same NYC and NJ area.
This area always had the NY channels since antenna days. basic channel [redacted]. They should still remain available as an option even if there is a charge.
Thank you for at least saving [redacted].

I've spoken with [redacted] regarding the issue and let him know the issue should have been rectified.  A piece of equipment at our headend was replaced with a newer "Better" piece of equipment...

which ended up not being compatible with our system, as it was told to us that it would be able to process the information much faster.  This caused a system wide issue, and took quite some time to isolate that that piece of equipment was in fact the issue.  We received a new piece of equipment from the manufacturer and have replaced the defective piece as of Tuesday of this week.  Everything appears to be working on our end, however, [redacted] contacted us again last night to notify us that the issue still exist on his end.  I've scheduled a technician to visit his home and resolve this issue.As far as the credit, [redacted] has been receiving credit all along.  he's received more than 40 dollars credit for a few HD channels tiling.  Additionally, as a courtesy, I've extended an additional 10.00 credit for him.  he was unaware of the credit on the bill because his wife handles paying the bills.Anything else we are able to assist you with regarding this case, feel free to contact me.Best Regards,John R[redacted]Cable Repair SupervisorService Electric Cable TV & Communications

July 31, 2014
Dear [redacted],I tried to contact the customer and got a message that his voicemail was full and did not allow me to leave a message. I need to get some additional information from him so I may troubleshoot his issue properly and work on repairing it. I will...

continue to try and contact him to resolve this matter.Thank you,Jonathan BTechnical Support Supervisor Service Electric Cable TV and Communications

We are in receipt of your letter and would like to respond as follows:[redacted] has a service call on December 20th, 2016.  Our customer service representative, Courtney, spoke to Ms. [redacted] and she said service is better and she will keep an eye on it.  Ms. [redacted] may call our...

office if she has any further issues with her service.Service Electric Cable TV, Inc.Jennifer B[redacted]Regulatory Affairs Director

July 26, 2016Dear [redacted]:We are in receipt of your letter and would like to respond as follows:The converters that were sent to [redacted] and not received have been removed from the account and no charges were incurred nor has anything been sent to the credit bureau. [redacted]'s account has...

been paid in full.SERVICE ELECTRIC CABLE TV, INC.Jennifer B. Regulatory Affairs Director

July 21, 2017Dear [redacted],Our customer's modems speeds remained at 100 mbps for one modem and 25 mbps for another up until July 6, 2017, when our customer ended a phone call where we were discussing his available billing options. During this conversation Service Electric did regret to inform our...

customer that since the cable service was removed on June 2nd, we are only able to bill both modems on one account while having each on the same speed setting. Our customer hung up without making a firm decision as to which speed he wished to be billed for, so we chose the least expensive option for him, which was 25 mbps - billing at $44.95 + $44.95 + $20.00 internet access fee ($10.00 access fee for each modern). It was only on July 6th, 2017 that the modern previously set to 100 mbps was changed to 25 mbps. The month of July was billed at S 44.95 + S 44.95 -- S 20.00 = S 109,90. If our customer would communicate that he would like to have both moderns set for 100 mbps, we will change the modem speed immediately and adjust billing accordingly to $ 69.95 + $ 69.95 + $20.00 network access fee = $159,90 per month.While reviewing our customer's account, I did discover a clerical error involving the Switch from a cable/internet package to only modem service as of June 2, 2017. I am removing a duplicate billing for the 100 mbps modem, which is $79.95. As an apology for this error. I will also remove a $5.55 late charge from June l", plus additional fees. The overall effect shall reduce our customer's bill to $ 24.07. This would essentially be for $109.90 (2 modems at 25 mbps) for the months of June and July, plus reconnection fees charged June 2nd which were necessary to restore our customer's service for modem only.Service Electric would also like to offer the option of allowing two modems set at different speeds by having two separate bills, one for the 100 mbps and one for the 25 mbps. Some customers consider having two separate bills each month a difficulty, but the option is available if our customer would like to do so.Thank you for your consideration,Marilee L. Communications Accounts Receivable Supervisor

July 20, 2016Dear [redacted]:We are in receipt of your letter and would like to respond as follows:[redacted] had a scheduled service call today. Our installer swapped out his bad DVR and replaced a bad splitter in the wall. Services have been restored. [redacted] may contact me at...

[redacted]@sectv.com, should the problem continue.SERVICE ELECTRIC CABLE IV, INC.Jennifer B. Regulatory Affairs Director

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Description: Television - Cable, CATV & Satellite

Address: 2260 Avenue A, Bethlehem, Pennsylvania, United States, 18017-2108

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