Service Electric Cablevision

Review: Service electric provides substandard service on the cable signal. I have called them to repair this issue for over five years now. they claim the problem is not their signal. In my belief that the problem was within my home I have spent over $1500.00 in materials and service personnel to fix the so-called "problem" in my home. Then, when a service electric tech comes out, they make the problem worse again. All my preimium channels show on my meter that there is a lot of noise within the signal. I have had to lower the signal strength to an acceptable level, but to no avail. I have tried ground loop isolators. to no avail. I have tried rewiring all the cables in my home. to no avail. yet, when I hook up a different service ([redacted]), all the problems vanish. the problem is, due to a monopoly by [redacted], all satellite providers are prevented from showing my local sports teams, which force me to receive service electric cable. Apparently, after everything has been done on my end, the singal from service electric still has a lot of noise causing macroblocking, jitter, and motion blur. They either need to fix the problem at their company or at the box outside. they claim to have replaced all the cbales in the box, but they did not replace the cable coming to the house. I spend $230 per month on their service. I expect quality service for that price.Desired Settlement: I want good quality signals coming to my cable box. I want the service personnel to actually be available when I am home and not at work. I want this problem fixed now or I want some of the money I paid them back as compensation for the poor service they provide.

Business

Response:

October 17, 2014Dear [redacted]:We received your letter regarding complaint ID# [redacted] from our customer [redacted]. Please find below a summary of our records and actions regarding issues reported to us by this customer.June 9th, 2014 [redacted] reported tiling on [redacted] channels. The customer advised us at that time that he replaced the cable line himself and still had poor reception after completion. Our tech visited [redacted] on June 10th and found a loose fitting and no other contributing factors.September 29th, 2014 [redacted] reported ongoing tiling issues. On October 2nd we sent a technician to the home. The tech replaced and/or repaired the following parts: F-connector at the tap, the F-connector at the ground, changed the tap, and replaced the customer owned in-house amplifier.Since receipt of your letter, I have contacted [redacted] and scheduled a visit to the home with a supervisor and technician after our business hours so we could accommodate [redacted]'s work schedule. This appointment is scheduled for Wednesday, October 22 at 6:00 pm. I am sure we can work toward a resolution to the reported problems.Thank you for your communication in this matter.Respectfully,Barb WOffice Manager

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. A supervisor and very knowledgeable tech from Service Electric has come out to the house on the indicated date in their response. They made some minor adjustments which seems to have resolved the ingress (tiling) issue I was having (though it only has been a couple days and I really haven't watched the problem channels that often yet). I will monitor these changes Sunday night since the issue is intermittent (and the problem always appears during that time while I am watching). They also adjusted the noise on the line to lower the upstream power level on my cable modem. The modem was upstreaming at a 50/51 dBmv level before they arrived and now it has been lowered to a 47/48 dBmV since they made the changes. If the problem does reappear, I will contact them again directly. The also indicated to me that they are currently monitoring the line as well from their end. I am satisfied with (and appreciate) their effort. Thanks for your help.

Regards,

Review: I cancel my service to service electric cablevision. In doing so I returned my cable boxes to the technicain onsite at my house. All the boxes were in 100% working order. I received a bill in the mail for $625 for a damaged box. I called them to dispute that the box was in working order. They said it was returned damaged. It was not. I asked them to show me the box. They would not oblige. They sent this to collects so I had to pay the amout due. This is a scam. The box was 100% working.Desired Settlement: reimbursement of the $625 plus 130$ collections fee.

Business

Response:

{Please see attachment.}

Review: Basically I felt I was mishandle by their customer service reps. Not treated as a customer should be reps doubted validity of my call and other rep continually talked over me and would not let me finish explaining my problem. Customer service manager felt my treatment was fine and kept trying to make it technical issue when I was really upset about my treatment. When I pushed the matter she threatened to shut off my service because of a possible ToS violation since I said I used a VPN. Essentially I was blackmailed into dropping my issue.Desired Settlement: Should get a credit for having to deal with the customer service reps and manager and being treated the way I was.

Business

Response:

Once during each of the past 3 months **. [redacted] has contacted the company indicating that he was experiencing an issue with his Internet service. Each time a technician was dispatched to his home to try to identify any issue and take necessary corrective actions. With the third service call, a field supervisor accompanied the technician as is our policy with repeat trouble calls. On that visit a minor adjustment was made to the tap feeding the Internet signal to **. [redacted]'s cable modem within his home, but no significant service interrupting issues were determined. During a follow-up phone call with **. [redacted] on April 17, 2014, he indicated to the Assistant General Manager and Office Manager that his Internet service has been satisfactory.

During the third visit, various tests were performed and it was determined that the speed of the Internet access was meeting the level of residential service to which **. [redacted] subscribes. In discussing things and reviewing the networking that **. [redacted] performs beyond the cable modem, the field supervisor indicated that it may be the network set-up and routing being performed that was causing the issues he was experiencing. The supervisor explained to **. [redacted] that the company cannot be responsible for any service impact caused by anything in the home beyond the cable modem or speed affecting issue caused by Internet sites that are beyond our network and thus out of our control.

During one of several follow up phone calls to the third service visit, there was discussion about use of a VPN possibly causing the issues he was experiencing but there was no intention of indicating that the use of a VPN was a violation of the company's Internet Terms of Service (TOS) Agreement. During the April 17th follow up call, the Assistant General Manager apologized for any misunderstanding regarding the use of a VPN. **. [redacted] indicated that when he placed the calls to inform us of his issues, he felt that there was hesitancy on the part of the Customer Service Representative (CSR) to send a technician. The Assistant General Manager indicated that we certainly didn't mean to give him that feeling as the CSR was just trying to use all of the remote trouble shooting tools that we have available to check the status of the Internet connection and service before having to dispatch a technician. **. [redacted] said that he appreciated the apologies. The call was ended amicably with both parties looking to move forward with this situation behind us.

Consumer

Response:

[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]

Review: [redacted]

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 45 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 3 times while I waited a week to get a response. So three time during that week I had to drive 1.5 for a total 4.5 hours and that also means I used a bunch of gas. So 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 $48.95 I do not consider this closed.

Regards,

Most horrible customer service, quality of services provided is horrible. Beware of this company!

Review: I recently moved to the Coal Township,Pa area and had called service electric cablevision in Sunbury,Pa to set up and start internet service a representative then told me they would not allow me service through the company without a copy of my lease or a notarized letter stating all who live in the household and the move in date signed by myself and our landlord which I was then told by the representative that my landlord would be responsible for paying the notarization fees which my landlord will not do, all because a previous tent owes a balance to them which has no connection to me at all nor do I know any information regarding said person and we do not have a lease as we are in a monthly agreement. I am truly upset with how they conduct there business as I am not responsible for a previous tenants bill and I am disgusted that they would deny me service without me having to pay money I should not have to pay just to obtain service because someone else did not pay their bill after they moved from my current place of residence I am not responsible for that person's debt to the company, there is truly no reason for what was told to me as they came highly recommended by my family member who is long standing customer with them I pay my bills faithfully each month in full and have good credit all I wanted was internet service but apparently I am not meant to have it as there is no one else I could afford on a fixed income nor is anything else available where I am located its a disgrace with what they are doing to me as well as illegal and wrong!Desired Settlement: the only outcome I want is for me to obtain the services I had intended upon in the first place as well as they be held accountable for this so other potential customers do not face the same as I have been made to.

Business

Response:

November

14, 2014

[redacted].

[redacted], Customer Representative RE:

#[redacted] – [redacted]. [redacted]

RevDex.com

Dear Ms.

[redacted],

Proof of

residency may be needed for a variety of reasons. Service Electric may require

verification of who is residing at any residence before installation can be

scheduled. Photo ID must be provided, a

valid current lease and/or other utility bills such as electric, gas or water

may also be requested. If a lease is

not available other options we could consider to accept would be a notarized

document. This document would need to

include the street address, all tenants residing in the residence, dates of

occupancy and signatures of landlord and tenants.

Any costs

involve in providing proof of residency is the responsibility of the potential

customer.

There are

numerous internet providers available in the Shamokin/Coal Township area. If [redacted] can provide the

appropriate documentation as outlined above, we would be happy to evaluate those

documents in order to schedule the internet installation. If you have any further questions please feel

free to contact me.

Sincerely,

Melinda

D. M[redacted]

Service

Electric Cablevision, Inc

Office

Manager

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:As I stated in my complaint I have no lease available and do not have the $80 plus to have a notorized statement drawn up plus money upfront for service and install nor will my landlord give either a lease or notorized statement as such I do have all utility bills in my name as well as state Identification available and as for providers for service the only available is sectv cablevision as the reason I was given as to requirements of verification of residents was because of a balance owed from a prior tenent I have no connection to nor know anything of I am more than happy to provide what I am able to obtain services through sectv cablevision in regards to this matter.

Regards,