Service Electric Cablevision

This customer is not serviced by *** *** *** *** *** I believe this complaint should be sent to Service Electric CablevisionThank you,
*** ***

As of January 21, this issue has been resolved between SECV and *** ***.
SECV removed the old remaining balance and she was connected at her new address with no issues. She said she was notifying the Revdex.com of the resolve. Thanks youTimothy *T***
General MAnager
Service Electric Cablevision Inc

I am sorry for the delay in this reply. In response to
her complaint, SECV was in the
process of going fully encrypted during the time of her calls. Encryption requires customers to have
equipment on every television in their home which was not previously necessary. During this project, which took several
months to complete, SECV experienced a higher than call volume and
office traffic to accommodate this aggressive transition. Even though additional staffing and overtime
hours were implemented, unfortunately, this still caused a longer wait time on
the phone, multiple calls per customer (to place orders, installations/pickup
and activation of equipment). This also
affected the response time for all service installations.
Our order history indicates her installation was scheduled on
3/2/after we received the requested correspondence. Her scheduled date was 3/31/which is
longer than our time-frame.
Ordinarily we are able to move installations to a sooner date but were unable
due to the demands of the encryption project.
Our records do not show a phone disconnect order was
scheduled until 5/1/15. We do need the
Telephone equipment picked up or dropped off to discontinue billing. She was given the option to return the MTA
to our office which is only minutes/not hours away as she stated If she would have returned the MTA to SECV her
billing would have stopped immediately instead of the scheduled pidate of
5/9/15.
Research on an account is necessary prior to a supervisor
contacting a customer. Before we had the
opportunity to reach out to her on 5/1/she had already submitted her Revdex.com
complaint.
We would like to offer our sincerest apologies for her past
experience with SECV and in hopes to improve her impression we have already
adjusted her billing back to the date of 5/1/as she requested. Also, we are waiving the ETF (Early
Termination Fee) of $for not retaining the phone service for months. If you need any further information please
feel free to contact us

*** *** called Service Electric on Thursday, 9/7/to request her internet service be disconnected. Her billing was stopped as of the date she called, 9/7/17, but the physical disconnection took place in business days or Tuesday, 9/12/17. A customer can
cancel service at any time but advance notification is necessary. SECV processes refund checks at the end of every month and ***'s refund check # *** in the amount of $41.13 was issued on 9/27/and mailed last week to *** * *** ***, Trevorton, PA ***-***. Important information about your cable service agreement concerning refunds/credits is included on the back of every monthly statement and all work orders of service requests. #9 REFUNDS/CREDITS -States- Any refunds will be forwarded within weeks after the time of disconnection and all equipment is returned. Attached please find copy of that information for your reference. *** *** should have the refund check already or soon depending on the US postal service. If she has not received the refund check within weeks or no later than October 24, she can contact our office. Should you have any further questions or need additional information please call our office. ###-###-#### Service Electric Cablevision, IncManagement Team

Our non-pay delinquency policy is standard for all customers and is published on the back of each monthly customer statement and work order issued for serviceIt is as follows:
"Delinquency/Disconnection- An account balance becomes past due after the due date shown on the statementA late
notice will be included in the next monthly billIf an account continues past due for more than days, service will be scheduled for disconnectionTo avoid disconnection and a reconnection fee, the entire balance must be paid in full...”Mr***'s account was days delinquent when the non-pay disconnect order was scheduledWe required the entire balance be paid in order to cancel the disconnectionOn July 10, the customer made payment in full and the disconnection of service was cancelledBarbara W***Office Manager

Terrible Internet, when you call to report issues, its never on their endThey told me I needed a new router and the problem would be solvedNew router installed and still cant watch Netflix without bufferingAfter doing several speed tests and reporting that the internet speed is much slower than I am paying for, once again its not their fault it must be something on my endThey monopolize this entire area because no one else can service usI would never recommend this company to anyone

Hopefully we can provide some helpful information concerning this complaint*** *** ordered service to be installed 6/25/and according to the Work Order he fell under a special offer and received Free Installation on the services he ordered at that timeThe level of internet service he
subscribed to on 6/25/13 was Meg and SECV periodically changes its offerings and he now subscribes to Meg. If a customer has any problems or concerns with any of their services they should contact the office to schedule a trouble call. We must be given the opportunity to resolve issues in a reasonable amount of time and according to our records a trouble call was never requested. SECV scheduled a technician to check his service on 12/23/and left a voice message to contact us if that would not work for him. He called in and cancelled the service call and stated he will call back in after January 2016. Service Electric provides several levels of service with different packages/prices that vary and are comparable with other providers. Typically by offering several levels of service gives customers options that best meet their needs Our uniform prices and packages are clearly listed on our website and customers can contact the office if they have any questions concerning our offerings. We would encourage *** to contact SECV immediately if he is still experiencing service problems or if he wishes to downgrade to a different level that might meet his service needs at a lower price. If you need any further information or have any questions concerning this reply please feel free to contact meHave a Happy Holiday. Service Electric Cablevision Inc Melinda * W*** Office Manager

SECV continues to make significant investments to upgrade our network infrastructure to ensure we meet customers demands for increased bandwidth usage, reliable connectivity, and to provide the best online experience. The last upgrade which included faster speeds, increased data plan and to
support this growth to our network a rate adjustment was affective May 1, 2016. An advance notification is mailed to every customer outlining the details in case they choose to make changes to the services they receiveOur tech support checks upstream and downstream levels, SNR (Signal to Noise Ratio), connectivity status to determine the condition of the cable modemThe TSR confirmed *** ***'s internet connection showed optimal levels in every area, usage, no errors on his sub owned modem. Subs router equipment, computer and device equipment can affect speeds along with many other things. This can usually only be determined through an in-home visit to review all conditions that may affect speedA technician was dispatched 12/21/During the in-home visit the technician performed speed tests with the customer's equipment and his SECV issued tech laptop and confirmed he was receiving proper speeds of up to Mg and no problem with the internet connection itself. Customer then stated the issue on Cyber Monday was loading web pages and not necessarily a speed issue. The service technician #*** established on the trouble call the customer's problem is they have bypassed the built in router in the modem and added an older *** "G" router looped through to the computer. Our Technician explained that is not a recommended setup for the best online experience and without that additional router, the customer added, he should not see issues. The technician confirmed the customer is receiving the speed they are paying for, therefore, no credit will be issued. If you need any additional usage, connectivity reports or information please contact me. Thanks

The trouble call -truck roll history on ***'s account is as follows:
Trouble call for internet dropping / check all connections 3-20-- Resolution - Ran new line for stand alone wireless modem
(SECV credited Modem rental from 3-20-to 11-3-(sub purchased own
modem)Trouble call for No Phone & Modem offline 5-5-- Resolution - Cracked Cable - Cable replaced.
Customer called our after hours Answering Service 8/16/- Our Customer Service Rep left Voice Message 8/17/ to call our office to schedule Trouble call visit(No visit was scheduled)
11-3-- Customer purchased own modem & returned rental modem to SECV
Complaint to Revdex.com 11/8/15. We had our internal technical team check levels and they look good on our end. I called Jack Danoto (***'s Fiance- *** ***) to explain credit applied for rental modem and since they have not scheduled a trouble call since May for internet issues recommended a technician and a supervisor do a site visit 11/24/PM for slowness he has reported.
Will follow up after trouble call visit. If you have any further questions or need additional information please let me know
Lindy W***
Office Manager, Service Electric Cablevision Inc***@secv.com
*** ***

June 5, Dear *** ***;
Please find the enclosed billing statements for *** ***'s account along with a summary below.Because *** ***'s bill prints on the 16th of each month and we bill for a month in advance the bill does not acknowledge any changes to
Service made after the print dateCharges or credits of prorated amounts due to changes of service will appear on the next monthly billing statement.Statement print date of January 16, is for service dates 1/25/through 2/24/and reflects the change of service from package P6-Smart Pk + HDDVR w m HS to package **- Smart Pack HDDVR which also has meg internetThis change was requested 1/12/(prior to this bill printing) therefore these prorates appear on this statementThe former package was credited back to the stop date of 1/12/and the new package started billing on that same date.Statement print date of February 16, is for service dates of 2/25/through 3/24/On 1/29/*** spoke to our representative and scheduled a downgrade of service from package **- Smart Pack HDDVR (meg internet) to ala carte internet service meg to occur on 2/13/Our representative set the stop bill date on the former package to the date of *** ***'s call 1/29/The prorates do not appear on the February 16th bill because the work order did not yet complete in the computer system until 2/17/which was the day after the bill printedHowever, once that work order closed on 2/17/billing for the ** package stopped effective 1/29/Please see the March 16th statement page which shows credits from 1/29/through 3/24/for the cancelled packageApril 16th statement print date is for a regular month of ala carte meg internet for service dates of 4/25/through 5/24/Again, this is because the computer system printed the bill on 4/and is not going to reflect changes that are made after that dateAny changes made after that date will be prorated on the following Statement.On 5/4/*** added television service back on to his accountThe billing for TV services is effective as of 5/4/However they will not appear until the next statement printsThe next statement printed on May 16th and is for service dates of 5/25/thorough 6/24/but it also needs to contain the services added on 5/4/through 5/(considered a prorated bill) it was for more than a regular month of service, but was not for more time or service than the customer subscribed toWe do not find there to be any errors on *** ***'s statementsRespectfully,Barb W
Office Manager

SECV sent notifications out in November to all customers that they would be billed for bandwidth overages affective January 2016.
Customers receive alerts via email (If available) when their monthly data usage reaches 75%, 90% and 100% and
letters if 100%. After a customer exceeds their monthly plan more than three (3) times during the calendar year, a charge of $for every additional 50GB of data used during the month will be applied to their account. We encourage customer to utilize our Internet usage Meter (secv.openvault.us/um) as a quick and easy way to track their usage to ensure they are within their monthly data plan limits. All they need is their account number and zip code. We also give information with each notice that they can switch to a plan that better meets their usage needs.
*** *** has been sent notices since January including Grace periods where she was over 100%At this point the $per 50GB applies since she did not upgrade to a level of bandwidth she is using. She had a GB plan and has been using GB- Feb, GB-March, GB- April. May *** has upgraded to the M plan. On a one-time only basis SECV has credited $UBB overage charges but she will have to stay within her Data Plan going forward. Overage charges will be billable going forward and not additional credits will be applied.
If you have any questions or need additional information please let me know

Our office staff called *** *** 5/9/& 5/24/and left voice messages on the Cell Number we have on his account ###-###-#### to call our officeWe need some additional information from *** *** and a trouble call needs scheduled to have a technician check his converter
equipment/lines for any issues. The converter is responding and looks good on our end. We deliver PPV events in Regular Digital format on and High Definition on 701. Normally if the event comes on for minutes it should be ok for the remainder of the event so his equipment must be checked before any credit can be considered. We did not have any problems with other customers that ordered the fight that night. We are awaiting his call to proceedIf you have any other questions please feel free to contact our office

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The message is filled with inaccuracies. I was told emphatically on a recorded phone call that using that a VPN was in violation of my residential ToS during a call with the Customer Service Manager and Lead Technician. During this recorded call I was essentially being strong armed into dropping my complaint because since I violated my ToS I could lose my service. Told then I was sorry about using my VPN and would stop and then ended the call in fear of losing my internet service. It was such and insane call, totally mafia style customer service. Then after I spent a few hour reviewing the legal document piece by piece I was not able find where VPN use was a violation. I then called back to ask the customer service manager where the violation was in the ToS and she said to look at the ToS on their website. I told her I had done that and I had it on my screen and would like for her to tell me where I was in violation of the ToS by using a VPN. After some floundering on her end and me not back down she then changed the story and said well we need to have the lead tech look into it and someone will call me back to tell me where since he knew more about my setup. So for the next week I was not able to use my VPN while I waited for someone to explain where the violation was. This meant that when ever I got a after-hour support call from the company I work at I had to drive minutes each way to work to alter a software setting when I would normally use my VNP and fix the issue in 5min via the internet. This occurred times while I waited a week to get a response. So three time during that week I had to drive for a total hours and that also means I used a bunch of gasSo when I did get a call from another manager he said VPN connections are allowed and are not ToS violations and then he just basically apologized the whole time. I even explain the hard ships I went through by not using my VPN because I was given faulty info by two senior staff member (CS manager lead tech) I was also shocked in his unsurprised reaction when I told him I felt that the ToS violation was used as a strong arm tactic, just got an apology. Maybe the CS manager did not have him listen to the call we had about the ToS violation or I guess he is OK with customer being treated that way and feel an apology is all that is needed to smooth things over. I feel I should be entitled to some type of credit to my account for the following reasons:1.) the time I wasted picking apart the ToS looking for where I was in violation since I was told I was on a call with two senior members (CS manager and tech lead)2.) the rude way customer service treated me and on the first occasion threatening that if they sent a tech out I would be charged3.) the rude way customer service treated me by talking over me when trying to explain my problem4.) the pains I had to got through by not using my VPN when I could have but was told I was not allowedThe apology was nice but if should be accompanied by some credit because of the hassle it cased their customer. Without a credit and I would recommend a months service worth of credit $i do not consider this closed
Regards,
*** ***

Email I sent to *** *** 4/28/with attachments- If you have any questions please let me knowThanks
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Dear ***,
We will be happy to look into your recent correspondence to
the Revdex.com and have tried to contact you by phone several
times.
The phone number ###-###-#### on your account when called
says “the person you called has a voice mailbox not set up yet,
good-bye”. We are unable to leave a message
Please contact our office ###-###-#### or
###-###-#### as soon as possible because nothing can be resolved until SECV
has the equipment
After reviewing your account the disconnect was for
Non-Payment 1/26/and not a requested Voluntary Disconnect by you (the
customer)
A customer can schedule an equipment pickup or return the
equipment to our office any time after an account is disconnected and they do
not intend to restart those services
This must be scheduled by the customer and is not usually
done on the date of a Non-Pay disconnect in case they will restart. Since
you spoke to a CSR on 1/& 1/(Date of soft disconnect) and prior to
the physical disconnect date 1/26/ it was notated to pick up the
equipment but no one was home to pick it up on 1/26/15.
When you requested service be restarted 7/23/you signed
the work order accepting responsibility of the account and equipment.
SECV mails out detailed statements each month listing the
services you are being provided, amounts, due dates and “Important
information about your cable service agreement”
You were mailed a Final Delinquent notice prior to the shut
down for non-payment and a statement every month showing the status of the
account which will now show the cost of any unreturned equipment and collection
fees as stated in the terms and conditions. Disconnected accounts
with outstanding unpaid balances over days will be referred to a collection
agency. The fee charged by the agency to collect the unpaid balance will
be added to the account.
Please make arrangements to return or have the equipment
picked up and the cost of the unreturned equipment would be deducted from the
amount due
###-###-#### or ###-###-####. If you
have any further questions after the equipment is returned that can be
discussed
See Attachments

No I do not..as soon as I get my next bill I will get someone to help me send it to you thanks again for the help Greatly Appreciated

"SECV stands by its previous response, no credit will be issued to the account"Tell us why here

[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:
[redacted] is unavailable at my address.
ViaSat is cost-prohibitive.
[redacted] is DSL and hardly considered high-speed. plus they have a per-capita restriction.
So yes, Service Electric has a natural monopoly on high-speed cable internet, and treats their product as such, regardless of what broadband.gov says (last updated in 2014 by the way).
Regards,
[redacted]

[redacted]
 [redacted]
I am rejecting this response because:  I totally understand the policies of Service Electric.  My complaint is that the the customer service agent from the beginning was looking for a reason to get out of the promotion and made numerous excuses without even checking into it.    Then when I asked for a supervisor they were not even clear on their own promotion and continued to make unvalid excuses until they involved the office manager who found the excuse that would hold water which was the 90 day excuse.  They went back over my account and found that I had one month that was past due.   I was current when the person I referred made the request and had actually paid ahead for the next month so  I was paid ahead at that point.   My complaint is that they gave my parents a $50.00 credit without having to meet their program requirements. (They did not request the referral credit properly nor fill out the correct paperwork) as per the office managers earlier excuses yet they called and offered them the 50.00 credit having met none of the requirements.  My argument is they made an exception for a customer that had been with the company for a month and met none of the promotional requirements and even made a special call to inform them that they would be receiving this promotion  but were blatantly rude to me who has been a customer for over 15 years.   And they also called and discussed my account with my parents which is an invasion of my privacy.
Regards,
Joan Landis

The trouble call -truck roll history on [redacted]'s account is as follows:Trouble call for internet dropping / check all connections 3-20-15 - Resolution - Ran new line for stand alone wireless modem. (SECV credited Modem rental from 3-20-15 to 11-3-15 (sub purchased own modem)Trouble call...

for No Phone & Modem offline 5-5-15 - Resolution - Cracked Cable - Cable replaced.  Customer called our after hours Answering Service 8/16/15 - Our Customer Service Rep left Voice Message 8/17/15  to call our office to schedule Trouble call visit. (No visit was scheduled)11-3-15 - Customer purchased own modem & returned rental modem to SECV. Complaint to Revdex.com 11/8/15.    We had our internal technical team check levels and they look good on our end.    I called Jack Danoto ([redacted]'s Fiance- [redacted]) to explain credit applied for rental modem and since they have not scheduled a trouble call since May 2015 for internet issues recommended a technician and a supervisor do a site visit 11/24/15 PM for slowness he has reported. Will follow up after trouble call visit.  If you have any further questions or need additional information please let me know. Lindy W[redacted] Office Manager, Service Electric Cablevision Inc.[redacted]@secv.com [redacted]

December 19, 2016
  
[redacted], Customer Representative             RE:
#[redacted]
RevDex.com
 
Dear [redacted],
 
I apologize
for the delay but I was out of the...

office on medical leave for over 2 months.
A request was
put in before I left to add an alternative email contact [redacted]@secv.com but he did not get
copied on this complaint.  I am sorry for
the inconvenience of the lateness of this reply.
 
According to
information SECV has, [redacted] purchased the home at [redacted],
Coal Township, PA [redacted] in 2003.  In
2004, [redacted] was living here with her fiancé [redacted] and his brother
[redacted].  The service was ordered
under [redacted]’s name for 3 months and then disconnected for
non-payment, with a delinquent balance of $125.48.  Also, [redacted] has a delinquent account
under her name at a different address in 2006 in the amount of $132.43. 
 
Service
Electric is requiring both balances be paid due to the relationships of the
individuals.  Services can’t be ordered
under different names to avoid paying for services provided to that
address.  She was informed if she can
provide documentation of where [redacted] is currently living and proof where she
lived during the months the bill was incurred we would review these for any
possible revisions. 
 
If the
documentation is unable to be provided, the balance under [redacted] must be
paid to schedule installation in any name since she owns and resides in the
property.   After that is met, we could consider
a payment arrangement on the other balance incurred when they all lived
there.  The specifics could be discussed
with them after her balance is taken care of.  
We are not saying “she” must pay the balance under [redacted], but under
the circumstances it would also need to be paid or payment arrangements must be
agreed upon. 
 
If you have
any additional questions or need more information please contact me at ###-###-#### Ext # [redacted].    
 
 
                                        ...⇄ Sincerely,
 
 
                                        ...⇄ Melinda
** W[redacted]
                                        ...⇄ Service
Electric Cablevision, Inc
                                        ...⇄ Office
Manager