Cable One, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted]. I talked to the Cable One rep.,...

[redacted], as noted in their response. As a company that supplies services to consumers, I am disappointed that the representative continually told me that mass amounts of media were sent out to notify consumers that the 50 mbps service was now available. As a consumer, I find this a sorry excuse for the companies lack to do a query on existing customers who have the "old" 5 mbps. Therefore, I am paying the same amount for 5 mbps as my neighbor who activated a cable one account years after me and is automatically getting the 50 mbps.  There is a loss of connection/service to the consumer as I am sure that they are able to perform that query and update the existing consumers. The thinking should be : " They are great customers, pay their bills on time, have been with us for years, Lets make sure they are getting the same, upgraded service as the "new" customers".The solution that I was offered was a monetary amount be credited to my account for this past month of  troubles and several service calls. I will wait until for the business to perform this action. Regards,

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 if it fixes my issue.  I will wait until for the business to perform this action and, if it does fix the issue, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have...

determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response is no response at all. Just says they will look at it,  the do nothing is what my original complaint was about, nothing changed. I am surprised the Revdex.com lets anyone game the system like this, I expected better.Let me know when there is an actual response. Although anything at all happening would be a big surprise.

Regards,

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,

[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.]

Better Business...

Bureau:

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,

GM contact information: [redacted]: ###-###-#### or feel free to walk into the office.

Cable One apologizes for the timing of this issue. The Same day the customer returned the equipment, a bill with the balance before return was sent. Now the account shows a credit of $111. The customer doesn't owe anything.

Offers data caps insufficient to cover the average customer as they constantly promote that the customer stream video from their Facebook page. I have 100mbs account but have to limit it to 5mbs at my router just so I don't accidentally go over my cap and still have gone over. The highest speed I've ever seen down is 20mbs and they just say it works fine on their side and it will for the next hour after they look into it then back down to 20. If you go over data cap you are forced to upgrade to the next plan an additional $25 or more and your only other option is to cancel service.

Our local office verified signal issues in the customer's area. A tech was dispatched and fixed the equipment affected. The local office will contact the customer to confirm signal is back up.

Our local office contacted the customer and made the corrections to the address.

The local office completed a service call to fix the issue and a credit has been applied to the account.

Please have the customer contact the local GM , [redacted], who will work with them to resolve this issue.

Please have the customer contact the local Gneral Manager, [redacted]. He is aware of the situation and is looking forward to working together to a solution.

Please have the customer contact the local general, [redacted], to work together on a resolution. [redacted] is aware of the customer concern is looking forward to speaking with them.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For...

your reference, details of the offer I reviewed appear below.

Regards,

On 10-31-2014, a Cable One representative explained High Speed Data Plan they had signed at installation. In that discussion, the representative detailed the Acceptable Use Policy which states limits to average usage, which they have continually exceeded.The customer states they have documentation showing proof of an unlimited plan. We would like for the customer to bring the document into the local office and present it to the General Manager ([redacted]).

[redacted]:

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,

The local office GM will be contacted immediately. The consumer should get a followup call by a local manager after research has been completed.

Usage Guidelines have been in place and standard for all High Speed Data customers for some time. The local GM sent the following, explaining this in detail. Mr. [redacted], I received your Revdex.com complaint and apologize for any misunderstanding that may have...

occurred.  We do have data guidelines that differ depending upon which service you subscribe to.  I will address the issue that this was not thoroughly explained to you during the sales process.   I have reviewed your bandwidth usage and it looks like this higher package you are now in, fits your current bandwidth usage.  Below is the link to our Acceptable Use Policy which explains the data guidelines.  You had to agree to these in order to register for your service.  http://www.cableone.net/Pages/internetaup.aspx.  Section III – Network Management and limitation on bandwidth consumption and data storage explains our policy. We contact customers three times to inform them they are exceeding their data guidelines.  You should have received these emails and pop up messages from us prior to any changes to your package. A credit for the difference in cost ($58.07) was applied to your account on July 10th.  I will be happy to credit your account for another $58.07 – the difference for another month of service in order to give you an opportunity to review your bandwidth usage.  If your usage drops below 300 gig for the next 3 months, we will be more than happy to move you back to the original package. Please do not hesitate to contact me with further questions.  We appreciate your business and hope that this resolves any concerns you may have. Best Regards, [redacted]General ManagerCable One – West Valley, ID  (Western Idaho, Eastern Oregon)###-###-####

Currently the customer disconnected the account.