Service Electric Cable TV

We have left a message for [redacted] to contact usWe do not have her daughters information to follow up on the phone complaint to understand what happened [redacted] may contact us On the private number that we gave and we will look into thisfor her.SERVICE ELECTRIC CABLE TV, NC.Jennifer B [redacted]

The worst customer support everNo one answers the phone, waited for hours and then just hung up because I got tired of waitingdays in a row!

June 16, 2016Dear [redacted] ***;We are in receipt of your letter and would like to respond as follows: [redacted] was installed in October, On April 2015, our installer activated a phone line for customerCustomer was charged plus taxes and feesCustomer did call in May for no phone service, but, cancelled the service call and did not Call back about his phone service until February 2016.Although, we have different records, since [redacted] is a long term customer, we will issue the $credit [redacted] is requesting to Clear up all misunderstandings.SERVICE ELECTRIC CABLE TV, NC.Jennifer B [redacted] Regulatory Affairs DirectorThank you, [redacted] ***

Ref ID: [redacted] Dear [redacted] ***, On 5/26/I spoke this customer and we agreed on a credit for her past issues with the internet service Thank you, Jonathan B***Technical Support SupervisorService Electric Cable TV and Communications

[redacted] < [redacted] @***.com>Jul 4 (2 days ago)to me To Whom It May Concern:Complaint ID# [redacted] from [redacted] , re: Service Electric has been resolved on 7/4/15. Thank you for your input.Respectfully***... [redacted] [redacted]

Dear Ms [redacted] ,I have left messages for the customer on 1/21, 2/and 2/Each time I left my direct contact number and requested a call back, but never received oneI cannot troubleshoot any further without speaking to the customer.Thank you,Jonathan B***Technical Support SupervisorService Electric Cable TV and Communications

After receiving the notice of [redacted] ***'s issue, I have forwarded the information to our field managementThey have checked into the issue and believe that it has been resolvedI have notified the customer to please observe the picture on their televisions to verify that it has, in-fact, been resolved [redacted] does have a service call, previously scheduled, for tomorrow...which I have told them that we will keep that call on the schedule to make sure everything is taken care of and if he still notices any issues tonight, he can relay them to the technician who is going to his home tomorrow.Additionally, I will apply a $credit to the account, for the full monthly rental portion of the converter which enables him to receive the HD channelsI see he contacted us on September 22nd regarding this issueI do not see that he had called in regarding this issue this year, besides an issue he had in December of last yearHopefully, however, the issue has been resolved and this can be put behind us.Best Regards,John R Service Repair Supervisor

October 10, 2015Dear [redacted] :We are in receipt of your letter and would like to respond as follows: [redacted] did call our office several times to schedule the pickup of his equipmentWe made various trips to retrieve the equipment that was left on front porchOur attempts were unsuccessful Our Billing Supervisor, Stefanie, spoke to [redacted] this morningIt was discovered that [redacted] has moved and we will need to pick up equipment at his new addressThe pickup is already scheduledAlso, we explained to [redacted] he was not reported to the Credit Bureau.Thank you,Jennifer B***Regulatory Affairs Director

Dear Revdex.com, In regard to the complaint of 10/23/14, my response was not a refund but a credit on the account when the equipment is returned and the balance is paid in full The equipment has been returned but the balance remains We have issued a credit of $for the disputed amount in SeptemberOnce the balance is paid in full, it will be removed from collection We do not issue refunds on a balance that is not paid & it was never stated that she would be receiving a refund, please review your recordsThank You, Joan Z [redacted] Assistant Manager Service Electric Cable TV JCampbell Collins Drive Wilkes-Barre PA

August 12, 2015Dear [redacted] ***; [redacted] received cable service at [redacted] **, Phillipsburg, NJ [redacted] from November 14, until she was disconnected for non-pay on May 26, [redacted] did not notify our company that she wished to disconnect her services with usThe only way for our company to know that a customer wants to disconnect their services is by notifying our officeWhen no notice is given, the customer is liable for service until the notice is received or in this situation, disconnected for non-paymentA final bill was sent June with a balance of $and then to the Credit Bureau August 28, [redacted] is requesting services be reconnected at this location [redacted] is aware that services can be reconnected when her previous balance of $is paid or accept the $a month payment arrangements offered to her.If you have any further questions or concerns, please feel free to contact me at ###-###-####.Sincerely,Stacy P.Supervisor

Even after all their supposed efforts I 'm still having technical problems the only solution they offered was increasing my Internet speed, in other words pay us more and maybe you'll get what you've been paying for and not getting all this timeI have no words to describe Service electric anymore

July 20, 2016Dear [redacted] ***:We are in receipt of your letter and would like to respond as follows: [redacted] had a scheduled service call todayOur installer swapped out his bad DVR and replaced a bad splitter in the wallServices have been restored [redacted] may contact me at [redacted] @sectv.com, should the problem continue.SERVICE ELECTRIC CABLE IV, INC.Jennifer BRegulatory Affairs Director

July 21, 2017Dear [redacted] ,Our customer's modems speeds remained at mbps for one modem and mbps for another up until July 6, 2017, when our customer ended a phone call where we were discussing his available billing optionsDuring this conversation Service Electric did regret to inform our customer that since the cable service was removed on June 2nd, we are only able to bill both modems on one account while having each on the same speed settingOur customer hung up without making a firm decision as to which speed he wished to be billed for, so we chose the least expensive option for him, which was mbps - billing at $+ $+ $internet access fee ($access fee for each modern)It was only on July 6th, that the modern previously set to mbps was changed to mbpsThe month of July was billed at S + S -- S = S 109,If our customer would communicate that he would like to have both moderns set for mbps, we will change the modem speed immediately and adjust billing accordingly to $ + $ + $network access fee = $159,per month.While reviewing our customer's account, I did discover a clerical error involving the Switch from a cable/internet package to only modem service as of June 2, I am removing a duplicate billing for the mbps modem, which is $As an apology for this errorI will also remove a $late charge from June l", plus additional feesThe overall effect shall reduce our customer's bill to $ This would essentially be for $(modems at mbps) for the months of June and July, plus reconnection fees charged June 2nd which were necessary to restore our customer's service for modem only.Service Electric would also like to offer the option of allowing two modems set at different speeds by having two separate bills, one for the mbps and one for the mbpsSome customers consider having two separate bills each month a difficulty, but the option is available if our customer would like to do so.Thank you for your consideration,Marilee LCommunications Accounts Receivable Supervisor

September 26, 2016Dear [redacted] ***:We are in receipt of your letter and would like to respond as follows: [redacted] spoke to Jon B***, Broadband Supervisor on August 23, and resolved the issue.Should there be any more concern, [redacted] may contact Jon directly.Thank you,Jennifer B***

I've spoken with [redacted] regarding the issue and let him know the issue should have been rectified A piece of equipment at our headend was replaced with a newer "Better" piece of equipment which ended up not being compatible with our system, as it was told to us that it would be able to process the information much faster This caused a system wide issue, and took quite some time to isolate that that piece of equipment was in fact the issue We received a new piece of equipment from the manufacturer and have replaced the defective piece as of Tuesday of this week Everything appears to be working on our end, however, [redacted] contacted us again last night to notify us that the issue still exist on his end I've scheduled a technician to visit his home and resolve this issue.As far as the credit, [redacted] has been receiving credit all along he's received more than dollars credit for a few HD channels tiling Additionally, as a courtesy, I've extended an additional credit for him he was unaware of the credit on the bill because his wife handles paying the bills.Anything else we are able to assist you with regarding this case, feel free to contact me.Best Regards,John R***Cable Repair SupervisorService Electric Cable TV & Communications

July 31, 2014 Dear [redacted] ,I tried to contact the customer and got a message that his voicemail was full and did not allow me to leave a message. I need to get some additional information from him so I may troubleshoot his issue properly and work on repairing it. I will... continue to try and contact him to resolve this matter.Thank you,Jonathan BTechnical Support Supervisor Service Electric Cable TV and Communications

That is not a very intelligent answer to the rejection response that I gave But I understand who I am dealing Are the governing bodies about the DMA, at the FCC? I will investigate other sources Thank you for your help

January 9, 2015Dear Alyssa Raiche:We are in receipt of your letter and would like to respond as follows:1/9/Our original response Stands firm/ 3/In the past we were able to provide these out of market channels at a very low cost, PA is not part of the NY market(NJ is not part of the Philadelphia market.) During recent negotiations with these channels, they advised us that they would increase rates and chargé the same price for the out of market channels as the in-market channelsMust carry laws require us to carry the Philadelphia affiliatesThe network programming is the same for both the in-market and out of market affiliates; however, the news and sports selections are different.Keeping the channels would have resulted in an even more Significant increase to the cost of serviceIt was not our intention to discositioué these channels, however due to the impact in cost; we were left with no other option but to remove them from the lineup.We do sincerely apologize for the inconvenience.Due to many complaints, we have changed our decision to carry [redacted] This station will stay ?n airSERVICE ELECTRIC CABLEJennifer BRegulatory Affairs Director

July 23, Dear [redacted] ,As of writing this, [redacted] has disconnected service with us completelySince his service is no longer active I cannot troubleshoot his issue any furtherHis first contact with us about the internet issues in his complaint was on June 4th, I’ve credited his account the charges for internet for the months of June and July.Thank you,Jonathan B [redacted] Technical Support Supervisor Service Electric Cable TV and Communications

Thank you Alyssa for bringing this to our attentionThe CSR is incorrectThere will be no charge for a modem rentalAny charges will be removedThe only time we charge for a modem rental is for the modem/router combo unitThe charge for the promotional internet only service is $plus applicable taxes and feesPlease accept a $credit for this miscommunication.Jennifer B***Regulatory Affairs DirectorThank you,Jennifer B***