Thames Valley Communications, Inc.

*** *** paid her bill in the amount of $on November 22, 2017. She contacted Thames Valley Communications to disconnect services on November 30, 2017. Services were disconnected on December 1, 2017. Our records show that *** *** had equipment that had not been
returned. Her balance for the portion of the month and the equipment totaled more than her payment so at that time no refund was due to herThis was resolved on December 23, 2017. The balance of her overpayment was processed on her billing cycle on January 1, 2018. The refund check was issued on January 29, and mailed that day by USPS first class mail to the address that she has on the account

TVC tried to contact by phone and email this customer many times from 11/27/- 11/30/2017. With no response from the customer, TVC sent two engineers on 12/1/2017 to the address to see if they could assist the customer.The customer was at home and allowed the engineers inside to test
the equipment. The customer stated that the problem was with using wireless connection in the home. The hard wire connection to the internet was working correctly.The engineers tested the TVC equipment and it was working properly. On 12/2/2017, the customer decided to return the TVC equipment and purchase his own. This did not solve the problem.Depending on the construction of the home, competing networks, environment of the home, and distance from the modem, WIFI may have slower speeds on the internet. Radio waves inside the home can not be guaranteed by internet providers.On 12/4/2017, the customer was again contacted to see if the problem had been resolved. They were still having the same problem.TVC has a device, *** ***, that can be used to improve WIFI in the home as an option to improve internet connection speeds.TVC explained the aboveThe customer understood. *** *** was installed on 12/4/and was tested. It greatly improved the WIFI connections in the home. In consideration for the problems, TVC will provide *** *** for the home free of charge for months

Review: I have contacted Thames Valley Communications at least 6 times in the course of two weeks. [redacted] is not updated on On Demand. Tomorrow it will be three weeks of programming that is not available. Thames Valley is saying they have contacted [redacted] but I do not think it is an [redacted] problem since my sister has [redacted] and is up to date with [redacted]. I have spoken to [redacted] and [redacted]. I did ask them if they had paid their bill.Desired Settlement: Update [redacted] Network on On Demand

Review: TVC told us they would wait for our check payment to be received and they shut us off as soon as we called to tell them

Payment was mailed. We have been with this company for a year (+) and they seem to be getting worse. I am laying in a hospital bed with no way to reach my family (because the wifi is off). I want out of the contract! I just made a good faith payment to turn around and have service shut off. I didn't plan to be admitted to the hospital.Desired Settlement: I just entered a contract with tvc for two years and because we plan to move; I want out of this contract.

Review: This company steals money from customers by charging for service it doesn't provide. That is against the law. I've complained to no avail.Desired Settlement: Fix the problem and a refund for no service

Review: On July 5th I had ordered a [redacted]. When the event started there was no sound. We then called, and spoke with someone who then assisted us to get the sound working, but unfortunately they were not able to get the sound working for the first 45 minutes of the program. Two days later a gentleman from this business called, and left a voicemail on my phone saying they were going to credit me the full amount of the [redacted] event because of the inconvenience.

Shortly after my family and I had gone on a 3 week vacation, and then my August bill was sent back to the cable company out of a post office error.

The next time I received a bill from them was for the month of September which I received approximately two weeks ago. Upon reviewing the statement I had just noticed they never took off the credit for the program, and I was still being charged for it. Today was the first chance I had to sit down and call them, which I had my live in boyfriend call since he is the one that ordered the event, they told him they had no record of anyone offering to credit my account, and told him they could only credit us $20. I called from my phone immediately after, and spoke with a woman named [redacted] who is the customer service supervisor on duty today, and I told her how I received a voicemail from their office stating I would receive a credit, and she told me because I don't know the name of the gentleman who left the message she could not help me. Her general attitude toward me was not polite, and as a business providing a service to people they should follow through with what they tell their customers. Not only that, but as a service provider if they have a defective product they should handle it better. This is not the only time the sound hasn't worked on a pay per view we purchased from them either.

As the customer it is not my fault they did not credit my account, or make a note of it, nor is it my responsibility to remember the name of who called me, or save the voicemail. However, I now know better since it seems they are not organized there.Desired Settlement: I would like to be credited the full amount of the [redacted] event which is $44.99.

I reside in Pawcatuck, namely stonington arms. certainly not to your doing, we have been inconvenienced for approx. two days, we were able to get cnn back, however no volume. also, my internet was affected. since in my opinion, cnn and fox are two of my favorites, I was forced to watch channel 4 for updates on the presidential results. not so thrilled. I am satisfied w/your service and hopefully, no more situations as this one.

Review: I have been receiving less that satisfactory services from Thames valley, I have turned off and limited several of the services previously provided due to cost and lack of service connection. whenever calls are made due to lack of service, normal response is, there equipment is fine and working properly, and nothing is done to fix the issue. currently I live in government military housing. Thames valley has a monopoly here in this housing, I can only use Thames valley for offered cable, phone and internet services. None of the other service providers can be used in the area. Thames Valley has a contract with [redacted] Communities group to be only offered provider from time of building the housing. their is [redacted],[redacted] and [redacted] services in area but not able to provide service to housing. Thames Valley is using this to their advantage and providing a service that is intermittent connection or a lack of service. Or connections not of service agreed at contract. And upon service calls via phone to report outages and lack of service, as before stated reply with their service and equipment is working properly. and nothing is done to fix problem. service problems happen almost on a nightly basis from late afternoon to late night and suddenly begin to work normal early morning. I feel Thames valley is using this monopoly at there greatest advantage not to provide appropriate services or correct issues, knowing they are only authorized provider.

Product_Or_Service: Internet/ cable/ home phone

Desired Settlement: DesiredSettlementID: Other (requires explanation)

more providers authorized in area and no restrictions for members living in housing to only use Thames Valley communications

Business

Response:

Business Response /* (1000, 5, 2013/04/25) */

The new TVC is working very quickly to bring our service levels beyond our customers expectation.

We have already made some improvements in your area that has increased reliability.

By the middle of May you will see improved HD selection and service and most importantly greatly increased Internet speeds.

All this at no additional cost.

Review: I pay for cable service.

These people consistently fail to fix

Cable problems which are ongoing.

They just are horrible but insist on paying for service not provided.Desired Settlement: Plus refund a portion of paid fees.