Cable One, Inc.

I have had this service for approximately 5 months. There are often network outages and which prevent you, at times, from submitting the payment or using the internet. This situation occurred in December of 2015 for an extended length of time. I attempted to make a payment to this business online, but the online system malfunctioned. I called about the problem, and was told to try using another internet provider. I used my cellphone, and the payment was still not accepted. A month later, they charged me a late fee, the representative stated that she, herself, could see "no record" of the call, however the technical support line was able to the record of the call. They disconnected my service, not formally recognized that there was an issue with their service. SHE NEVER OFFERED ANY ASSISTANCE to address the problem, and pretended as if the outage had not occurred.

Cable One has once again proved that they can NOT provide the service they claim to provide. When their high speed internet works, it works great.. When it does not work (which is 35% of the time) they want you to reset the modem 500 times.. I am very literate to how networks and the internet in general work. Why cant they just say the highway is blocked with traffic rather than waste people's time? If the price increases this month I will just cut the cord. A good book beats waiting on services I pay for but can't use......

Cable one Prescott has the worst service available. I have all 3 services and have been without internet and phone every afternoon and evening for the last 21 days. The local office is no help

I moved and had my services switched to a new address. The gentleman over the phone did not fully disclose information about my account and what would happen with a promotional offer. The manager then told me she would credit the unnecessary charges back to my account, but then charged me even more the next month. The telephone communication is very poor and you must speak with someone in another state instead of a local office and the local office is the only one who can truly handle your account. Their services are also very sub-par. For a substantial charge, I get very poor internet service and customer service.

Please have the customer contact [redacted], local General Manager, to work together on a resolution. She is aware of the complaint and looking forward to discussing.

I have reviewed the response made by the business in...

reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform the discussed actions and, if it does, will consider this complaint resolved.

Regards,

I'll ask the GM to call her.

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Please have the customer contact the local General Manager by the name of [redacted]. She is looking forward to working with him on a resolution.

The local office has reported that a contractor has went to the home and buried the cable.

Local office will call customer to explain the bill.

I have called the whole week trying to get Mr [redacted] as per your recommendation...

but he was not available. I called five times without anyone picking up and I left messages two times in his answering machine. The issue has not been resolved.

Regards,

What Cable One said in their response is the whole point of my complaint against them. I did have those conversations. The first one was before leaving Pinetop, when I was told on the phone that if I turned in my DVR box that I could have a rate of $32 per month. I would like to have them send that conversation to the Revdex.com for their examination. There was no mention of my having an extra box. Then I also had a conversation with the representative at Cable One's office in Show Low when I turned in my DVR box. They also quoted a rate of $32 dollars, since I had turned in my DVR box. They said nothing about my having an extra box. Then I got my first bill which was in fact 32 dollars. Then I got my second bill after leaving the area, and it was for about $9 dollars more. That was just recently before I made this complaint. That's when I called them and was told for the first time that my bill was going to be more than originally quoted by 2 different employees. That was the first time also that I was told that I had an extra box. Now don't try sending that recording, or the next recording when I asked to talk to a supervisor who also told me I had an extra box. Send the one I had before I turned in my DVR box, where the employee clearly stated that my rate will be $32 dollars. You should have the date for my turning in that box and the call was made before that.

The local office is setting up an IT expert service call for the customer to further exam and identify this issue. Expect to be contacted for a setup time.

My internet worked great for the first month that I purchased cable one. Since then it has been an expensive nightmare (going on about 4 months now). I started getting very frequent disconnects (about once every 5-10 minutes.) I called up tech support and after trouble shooting they assured me it was my modem. I called my modem people and had them send me a replacement. The replacement modem had the same issues. They sent out a tech who came to my house and within 5 minutes of arriving left and told me that everything was fine. The problem persisted, I called again, they suggested it was my modem. I went and purchased a completely new modem and router (this time from a different company), the problem persists. They sent out another technician who at least acknowledged there was a problem but he said he couldn't fix it and didn't have any suggestions for me. I am now in situation that from 3pm to 7pm my internet works perfect everyday, but all other hours it disconnects me every 1-2 minutes and then comes right back. Cable one is the only cable internet provider in my area so I am forced to play their game if I want high speed internet (centurylink only offers 3mb speeds). BUYER BEWARE: they will do absolutely everything they can to blame other people/companies for their own problems. They are completely fine with not fulfilling their obligations even if you pay your bill on time every month.

Please have the customer contact [redacted], Local General Manager, to work out a solution. She is expecting to hear from her either on the phone or walk-in.

The local manager, [redacted], will contact the collection agency to correct any information in error.

The data guidelines are fair and consistent across our customer base. If a customer continually exceeds these limits, they have options to pay the penalties or move to a higher package.

The local office contacted the customer and resolved the issue.

I...

have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,