Service Electric Cable TV, Inc.

Review: On November 1, 2013, I received a letter from the company stating on November 11, 2013 my area would be switching to a digital encrypted signal. It instructed is to call within those 10 days to ensure we had the correct equipment for the conversion. I called on November 5, 2013 and asked if the equipment that I had was correct. The representative assred my I was fine & would have no problems. On November 11, 2013, I turned on my TV's and had no picture.I called in to the Customer Service department to find out what was going on. They said that this sometimes happens and they had to resend the signal. So my TV that was connected to their converter was fine, but the one connected to a [redacted] with their CableCard was not working. They troubleshooted for almost an hour with no success. So they said they would escalate it through their channels & let me know the progress. I have called at least 3 times since then, even having a [redacted] support representative on a three-way call with them to try & get this resolved. I even spoke to a technician who came out to my neighbor to repair their service & he said they have known about this issue for 2 months. I just called today, November 25, 2013, and they inform me they are still working with [redacted] to fix the problem. But I have now been without service for over two weeks without service with no ETA as to when it will be back.Desired Settlement: I want this resolved as the technician I spoke to at [redacted] said there is a fix. It is a matter of the cable company providing the device. It is called a Digital Tuning Adapter & is what every major cable company uses in conjuction with the [redacted] to fix the proble with the signal. I would also like my bill pro-rated for the time I have been without service. If they knew this was a problem 2 months ago, they should not have continued with this conversion.

Business

Response:

**. [redacted],

My apologies for the delay in responding.....I was out of the office.

I am investigating the situation with [redacted], however, I am told this problem exists on the [redacted] side.

I did see that **. [redacted] did discontinue service with us on 12/6/13 and is no longer a customer.

Any questions, please feel free to contact me.

SERVICE ELECTRIC CABLE TV & COMMUNICATIONS

[redacted], Regulatory Affairs Director

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[redacted]

Wired to the Future

Review: Three months ago, service electric sent me a cable bill for $800 plus dollars I called them to ask them how could this be, and they could not give me an answer I told them I had paid my bill which is usually like 130 something dollars and on there statements they always put a month in advance on the bill, and I also told them if a person is behind in there bill one or two months they'll cut your services off. They said there was no one for me to talk too and that they where shutting my service off. This is a ridiculous amount. For cable especially when I only had basic cable and three tv's one in my bedroom, living room, and my sons room. I don't understand this and usually when my bill was paid it was paid at one of there service electric centers in [redacted], on [redacted]. I only work part time , since we are in a resection, I don't have this kind of money when I have a mortgage to pay some one scrolled up some where please help

I was with them for 10 plus years and would like to have my service back, I am not a happy customer with my new providerDesired Settlement: I would be willing to pay one month if owed but not 800 plus dollars this is crazy, please help

Business

Response:

{Please see attachment.}

Review: A while back we were out of the country for an unspecified amount of time , we contacted them at the time that we will not using the service , they still billed us for the amount of the time, that we did not use and to this day we have not being able to reconnected our service because they claim we owe them for the time that we did not use the service .

We have tried to contact them various time and have actually being talked to in a unprofessional maner , they do this because they are the only company that has cable service in this area where I live .

We are not even able to receive the free local channels .

We would like to get our service reinstate in a favorable way that we are not obligate to pay for a time that we did not used the service when we notified them of such ( our notice to them via phone was either not taken to the right channels or purposely disregard ).

We were very unhappy with this companies service , but unfortunatly there is no option to switch to another cable provider.

thanks

[redacted]'s FamilyDesired Settlement: We would like this company to take off the charges they are billing us for the time that we did not use the service.

That will bring us to a clean record with them, therefore being able to reconnect our service.

thanks

Business

Response:

December 04, 2014Dear [redacted]:Upon receiving complaint ID [redacted], we have accessed the account in question, and reviewed the information provided.The complaint states the customer experienced a problem on/around 5/4/14, however the account in question has been disconnected for non-payment as of 1/3/12, and reported to the credit bureau as of 4/16/12.Each time a customer’s account is accessed by a representative, a log is made to ensure quality of service, and keep record of assistance. A short disconnect of service was requested by the customer in April of 2010, at which time billing and service was stopped until the customer contacted us to request a reconnect. The account in question was then only accessed in November of 2010 when a non-payment disconnect was scheduled and then canceled with a partial payment. This same type of access was made in October of 2011, and then again in December of 2011 before the physical disconnect on 1/3/12,After this time, an inquiry was made to reconnect service on 2/14/13. The person contacting the office was advised of the unpaid balance and unreturned equipment needed to reconnect service, at which time they did not opt to make a payment and schedule a reconnect. An attempt was made by a gentleman to establish a new account at the address in question on 5/6/14 and 6/13/14, however we were unable to provide service because the gentleman refused to provide his name and social security number for a credit check to verify identity.Regards,Stefanie S.Billing Supervisor

Review: June 11, 2013

Dear Sir or Madam,

I would like to file a complaint against Service Electric Cable TV.

They have been unnecessarily changing channels to digital format, resulting in a loss of channels that I can receive. This switchover is in ADDITION (and different from) the changes made a few years ago due to government regulations.

Service Electric KNOWS their digital converter (their only answer to the problem) will not work for all their customers (I am one of those), yet they continue to take away the channels I can receive ... all the

while continuing to increase my monthly bill. They haven't even had the courtesy to respond to my letters.

I rent and therefore I cannot change to another TV provider. I NEED Service Electric to STOP converting channels to digital... at least until they come up with a converter that works for all their customers (I'm not the only one in this situation).

Thank you for any assistance you can give in this matter.

Sincerely,Desired Settlement: {Please see attachment.}

Business

Response:

**. [redacted]:

Review: Service Electric Cable TV current has a monopoly on high speed internet in our local area. If any persons would like anything over an estimated 6MB / second internet speeds they must use Service Electric. Although that in itself isn't truly illegal, the only plans they sell are laced with an inferior and unacceptable data caps; that should be considered unreasonable for a "high-use' household. In the advent of [redacted] Streaming, multiple devices, [redacted], online gaming etc. this type of behavior is downright inadequate. A large majority of ISP including [redacted] have essentially fessed up to the fact that these data caps are mainly their way of increasing profit margins. I feel that I speak for the majority of people not just in my area but the U.S as a whole when I say that theses practices should not be a "best practice" and should be removed from any ISP's business model with swift and unyielding prejudice.Desired Settlement: For Service Electric Cable TV to remove their current "best practice" of lacing their current plans with any and all data caps.

Business

Response:

**. [redacted],

Our response to **. [redacted]'s complaint is reflected in the language on our website under Internet services. Please see wording in red. There are no caps outside of those hours.

Requirements and Special Notes:

High-Speed Internet packages require a cable modem which Service Electric provides at no additional charge as well as one ethernet cable. Customer may use their own modem, however, SECTV is not responsible for repair or configuration of customer owned equipment. Actual Internet speeds may vary and are not guaranteed. Rates are subject to change. Rates do not include franchise fees, FCC regulatory fees, or taxes. PA sales tax applicable to some rates and fees. Installation fees may apply.

250GB per month Internet bandwidth limit (between 5pm and 1am). $1 per GB over 250GB.

IP traffic sent to customers on ports [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted] & [redacted], [redacted] & [redacted] are blocked for security and network management reasons to minimize customer's computers from being virus infected through well known vulnerabilities and/or to avoid infected or hostile computers from affecting other users computers.

Please read our High Speed Agreement for complete terms and conditions.

Service Electric feels their policy is reasonable and comparative to other providers.

If you have any questions, please contact me.

SERVICE ELECTRIC CABLE TV & COMMUNICATIONS

[redacted], Regulatory Affairs Director

###-###-####

[redacted]

Wired to the Future

Review: Ongoing problem with HD signal SECTV has run a new line but is dragging there feet hooking up residents. I have been paying for HD quality channels for 4 years and have lost service for a portion of my channels about every month and a half . I call SECTV to report this problem and it takes 4 or 5 days for a Tech to come and adjust the amplifiers which corrects the problem for a short time but the issue always returns using this band aid fixDesired Settlement: All I want is for SECTV is to turn on the new line so I hopefully recieve the service I have paying for without interruption. Or come up with a better fix.

Business

Response:

**. [redacted],

Review: last year I purchased a home for myself and my daughter in [redacted] pa. While transferring all of my utilities, I found some were not available in my new area. As a busy single mom, a friend was enlisted to make some calls on my behalf to inquire on costs and services. He gave his name and attempted to secure internet service for me, and was told he had a collection account with Service Electric. I then called, apologized and explained it was to be in my name as it was for my home and my use. I was told that I could not have services until the third party paid his bill, which I felt was illegal. I offered to show my deed and mortgage. Every time I called, I was on hold over half an hour, and finally gave up. If there were any other provider available, I would have used them instead. Now, 14 months later, I REQUIRE internet at home for my job. I called back and set an appt. when I had to call to change my install date, someone named Allie noticed the address, and cancelled my installation, repeating that my friend had to pay his bill before I could have service at MY house.Desired Settlement: An apology. Service to be installed as promised. I am not required to act as collection agency on their behalf. It is unfair that I am being denied service.

Business

Response:

July 15, 2014Dear [redacted]:In response to the above mentioned complaint, company policy is to decline Service to an address if any person living at this address owes a balance.Our research indicates that [redacted] also lives at the address and owes a balance of $342.33. He requested to transfer his service to this address upon the move in May 2013 was declined service and [redacted] called the next day. Until this balance is cleared we will be unable to issue service in any name.We do not expect [redacted] to pay [redacted] balance, however, if she wishes to obtain an account he will need to clear this balance.Service Electric apologizes for any inconvenience [redacted] has experienced in this manner. We are not declining service to her personally. We are declining service to the address until the matter is cleared.Sincerely,