Service Electric Cablevision

According to our records, [redacted] had her Internet service connected with [redacted] Service effective April 1, size="3">It was during that [redacted] Service did institute bandwidth usage caps for the various levels of Internet service that were offered During February 2011, [redacted] Service was acquired by Service Electric Cablevision under which an Internet usage bandwidth cap program was continuedBandwidth usage is a significant cost factor in providing Internet service and Internet Service Providers (ISPs) must pay for Internet access bandwidth that is then made available to its customers, typically by offering several levels of service These levels of service typically vary by offering different speeds to access the Internet and monthly bandwidth usage limits in order to offer customers options that best meet their Internet needs [redacted] Internet service was not affected by a bandwidth usage cap until April as was stated in the complaint At that time the customer's Internet usage pattern had changed and was then exceeding the bandwidth cap for the level of service to which was subscribed The customer had the options of monitoring/managing their Internet usage to remain under the monthly bandwidth usage limit or to upgrade the level of Internet service to a higher monthly bandwidth cap It was the customer's decision to upgrade their level of service To assist customers in managing their monthly bandwidth usage, [redacted] makes available an Internet Usage Meter on the customer support page of our website http://www.***.com/support/ Bandwidth caps are reviewed/revised at least on an annual basis and are presented on the website and in the Residential Internet Customer Agreement which is also posted on support area of the [redacted] website In January 2015, the customer was sent a notice of excess bandwidth usage for usage during December The bandwidth usage notice provides information on ways to manage bandwidth usage and reminds customers of their options of monitoring/managing their Internet usage to remain under the monthly bandwidth usage limit or to upgrade the level of Internet service to a higher monthly bandwidth capIn February a second notice of excess bandwidth usage was sent to the customer regarding their January usage In March a third notice of excess bandwidth usage was sent to the customer regarding their February usage This third notice informed the customer of their option to upgrade to a higher level of Internet service that had a higher bandwidth usage limit or service would be suspended for a thirty day period as per policy As [redacted] was not notified by the customer that they wanted to upgrade their Internet level, service was suspended on March 26, Following the suspension period the customer opted not to have service restarted [redacted] strives to provide quality Internet services at fair and competitive prices while also managing the network and applying policies so that customers have the best Internet experience possible As the customer opted to increase their Internet service level in April and utilized the service within the bandwidth usage limits up to the time when the service was suspended in March 2015, it is the opinion of [redacted] that no refund is warranted

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: *** is unavailable at my address ViaSat is cost-prohibitive [redacted] is DSL and hardly considered high-speedplus they have a per-capita restriction So yes, Service Electric has a natural monopoly on high-speed cable internet, and treats their product as such, regardless of what broadband.gov says (last updated in by the way) Regards, [redacted] ***

Response to Revdex.com Complaint ID # [redacted] - from [redacted] size="3"> SECV could not determine a customer account using [redacted] , address of [redacted] **, Catawissa, PA or phone number ###-###-#### Service Electric Cablevision (SECV) does offer broadband service in parts of the Catawissa area SECV may be the only broadband provider in some rural areas but in many areas the local phone company may provide a DSL high speed Internet service If there are no other broadband providers in an area, it is mainly due to the significant expense required to build and maintain the network needed to deliver broadband services and the fact that those areas are sparsely populated The other significant cost factor in providing Internet service is the cost of Internet bandwidth Internet Service Providers (ISPs) must pay for Internet access bandwidth that is then made available to its customers, typically by offering several levels of service These levels of service typically vary by offering different speeds to access the Internet and monthly bandwidth usage limits in order to offer customers options that best meet their Internet needs The nature of cable modem Internet service is that the network access is shared across a number of homes that are served by a fiber optic node, hence cable modem Internet is a "shared" serviceISPs must manage the local network for maximum efficiency, thus providing each customer with a robust Internet experience One of the ways the network is managed is through the use of monthly bandwidth caps The bandwidth caps certainly are not arbitrary but are developed taking into account average customer bandwidth usage for the various service levels, total network traffic and the cost of bandwidth SECV reviews bandwidth caps at least on an annual basis Below is an excerpt from our Residential Internet Service Agreement regarding current bandwidth caps: To assist customers in managing their monthly bandwidth usage, SECV makes available an Internet Usage Meter on the customer support page of our website [redacted] In reviewing and applying monthly bandwidth caps, our procedures are that an excess usage notice is sent to the customer for the first and second time that the cap is exceeded The notice explains bandwidth usage and provides information on ways to manage bandwidth usage It is also indicated that upgrading to a higher level of service may be an option in order to increase the customer's monthly bandwidth cap For the third time the cap is exceeded, a notice of a day service suspension is sent and the service is typically suspended a week after the notice is sent in order to give the customer the opportunity to upgrade their service without any interruption in service When service is suspended the customer still has the option to upgrade their service, ending the suspension Mr [redacted] indicated that GB is the highest cap available but as noted in the Service Agreement excerpt above there is a higher level available that has a monthly bandwidth cap of GB and that level of service is available in parts of the Catawissa service area If more than GB of bandwidth is needed, customers also have the option to upgrade to a commercial level of service through our business partner and ISP, [redacted] SECV strives to provide quality Internet services at fair and competitive prices while also managing the network and applying policies so that customers have the best Internet experience possible If you need any additional information please feel free to contact us toll free at ###-###-#### ###-###-####

Once during each of the past 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 follphone 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 sand 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

December 19, [redacted] , Customer Representative RE: # [redacted] - [redacted] Better Business Bureau Dear [redacted] , I apologize for the delay but I was out of the office on medical leave for over months A request was put in before I left to add an alternative email contact [redacted] @secv.com but he did not get copied on this complaint I am sorry for the inconvenience of the lateness of this reply According to information SECV has, [redacted] purchased the home at [redacted] , Coal Township, PA [redacted] in In 2004, [redacted] was living here with her fiancé [redacted] and his brother [redacted] The service was ordered under [redacted] ’s name for months and then disconnected for non-payment, with a delinquent balance of $ Also, [redacted] has a delinquent account under her name at a different address in in the amount of $ Service Electric is requiring both balances be paid due to the relationships of the individuals Services can’t be ordered under different names to avoid paying for services provided to that address She was informed if she can provide documentation of where [redacted] is currently living and proof where she lived during the months the bill was incurred we would review these for any possible revisions If the documentation is unable to be provided, the balance under [redacted] must be paid to schedule installation in any name since she owns and resides in the property After that is met, we could consider a payment arrangement on the other balance incurred when they all lived there The specifics could be discussed with them after her balance is taken care of We are not saying “she” must pay the balance under [redacted] , but under the circumstances it would also need to be paid or payment arrangements must be agreed upon If you have any additional questions or need more information please contact me at ###-###-#### Ext # *** Sincerely, Melinda ** W [redacted] Service Electric Cablevision, Inc Office Manager

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me It still does not explain the horrible customer service and the error in billing - how I had a 150% increase in usage which would be streaming hours days a week for days to get that much overage This resolution is fine because I will be moving soon and will no longer have to deal with the worse customer service ever as well as the worse internet provider Regards, [redacted] ***

Revdex.com, [redacted] (5-28-15) ID # [redacted] size="3"> Date 6/8/ According to our records [redacted] called SECV on February 25, at 5:PM stating he was not receiving all his channels The Customer Service Rep determined the channels he was missing are on our Classic Cable tier and he was only paying for our Local Advantage 23- Channel tier and Meg Internet At that time SECV turned on full encryption This would have scrambled channels customers were not being billed for but possibly receiving According to [redacted] he had been receiving our Full Classic Cable tier but only being billed and paying for the limited- Local advantage tier for approximately years On 2/25/he was given the option to (1) only receive the limited channels he was paying for or (2) upgrade to the Classic Cable Tier for an additional monthly fee During that phone call (Wave file attached) [redacted] requested to receive the channels in our Classic Cable Tier which is an upgrade to the Classic Cable Tier, the channels were added, he was informed of the additional monthly costs and he also confirmed he was now receiving the additional channels During the encryption project there was a billing backlog which affected [redacted] ’s account This caused a delay in upgraded service charges appearing on his statement, however, does not preclude him from being responsible for the fees for the additional channels he received since 2/25/ The amount on his statement printed on 5/7/reflects the additional charges for the difference from 2/25/to 5/12/for Classic Cable (Total $96.20) plus his monthly bill for his new package for a total of $ Nothing has been paid since 4/28/so another statement has printed 6/7/adding another month of his new service which he probably has not received yet Several office staff members have explained this to [redacted] on the telephone and through several detailed emails without success (see Attached) [redacted] has received the Classic Cable tiers for over years and SECV is only charging to the date we encrypted the channels and he requested continued delivery of those channels which was 2/25/ There was a delay in the charges being on his statement, however, no credit is warranted in this situation If you need additional information please feel free to contact me, Lindy M [redacted] at ###-###-#### or ###-###-####I will be out of the office from 6/12/– 6/22/with limited access to email or phone messages In my absence you can reach the assistant office manager, Holly K [redacted] Thanks Sincerely, Melinda [redacted] M [redacted] Service Electric Cablevision, Inc (Office Manager)

July 17, 2014Dear [redacted] ***: On May 27th, we received an email from the customer as she statedWe replied to her email the same day asking her to call and speak to a representative to set up a payment arrangementCustomer called our office on June 3rd, and spoke to a representativeShe made a partial payment at that time and our representative advised her that on June 23rd another portion of her balance would reach days delinquent and if not paid by then she would be scheduled for disconnection, as per company policyThe customer said ok, indicated she would pay that as soon as possible and thanked the representativeThe customer's next statement printed on June 23rd with a portion of the balance again reaching days delinquentNo payment had been posted to the account as of June On June 25th we still had not received payment and the account was scheduled for disconnection to occur on July 8thPer our previous correspondence, our company’s policy is that once an account has been scheduled for disconnection the entire account balance is due to cancel itNo further payment was made and the account was disconnectedThe customer's billing stops effective the day of disconnectThis account billing stopped effective July 8th, 2015.We determine that no credit or free services are dueThe customer has unpaid balance for services already used.In order to restart service, the account balance, a reconnection fee and month service in advance is requiredRespectfully, Barb W.Office Manager

[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.] Revdex.com: 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 modemThe modem was upstreaming at a 50/dBmv level before they arrived and now it has been lowered to a 47/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, [redacted]

I apologize for the delay in this response due to business travel and vacation SECV's Refer A Friend offer is available to any current subscriber in good standing for the past ninety (90) days, and any new customer without any of SECV's services for the past ninety (90) daysA customer in good standing is one that has no past due balances and not in pending disconnection statusWhen the new customer's service installation has been completed, a $credit will be applied to both the current subscriber and the new subscriber's accounts for the next month's statementThe new subscriber must install any level of one or more of the following services: High-Speed Internet, TV and/or Phone serviceLimit of five (5) referrals per current subscriber lifetimeThis offer is subject to expiration without advance noticeOther restrictions may apply$credit has no cash value.The above disclaimer is provided on our website (www.secv.com) when a customer is directed to visit there on SECV's on-hold message or other marketing advertisements The form should be completed before the new service is scheduled or honored within weeks after installation as long as all requirements are met Even though the form was not completed or requested within the week extension SECV agreed to apply the $credit to the new subscriber, [redacted] *** installed 7/7/ However, the current customer, account number [redacted] under [redacted] was not eligible due to the status of their account at time of installation Attached please find the website Refer a Friend requirements and copies of statements for [redacted] for April, May & June showing Previous Balances on all three monthly bills The [redacted] account was not in good standings for the proceeding (90) days, therefore, credit was not applied.When [redacted] visited our office August 25, 2017, Holly and the Office supervisor were only trying to explain the Refer-a-Friend offer, eligibility and requirements The [redacted] will have other opportunities for Refer a Friend in the future if eligible If you need additional information or have other questions concerning this matter please don't hesitate to contact us Service Electric Cablevision, IncManagement

Since 2006, The Hurley Group Property Management, LLC has contracted with KJN Restoration on many commercial roofing projects, including complete roof replacement, general roof inspections/maintenance/repairs, as well as gutter replacementsAll work was completed on time and at the quoted priceKen and his crew provide professional service and quality work at competitive prices

[redacted] [redacted] I am rejecting this response because: I totally understand the policies of Service Electric My complaint is that the the customer service agent from the beginning was looking for a reason to get out of the promotion and made numerous excuses without even checking into it Then when I asked for a supervisor they were not even clear on their own promotion and continued to make unvalid excuses until they involved the office manager who found the excuse that would hold water which was the day excuse They went back over my account and found that I had one month that was past due I was current when the person I referred made the request and had actually paid ahead for the next month so I was paid ahead at that point My complaint is that they gave my parents a $credit without having to meet their program requirements(They did not request the referral credit properly nor fill out the correct paperwork) as per the office managers earlier excuses yet they called and offered them the credit having met none of the requirements My argument is they made an exception for a customer that had been with the company for a month and met none of the promotional requirements and even made a special call to inform them that they would be receiving this promotion but were blatantly rude to me who has been a customer for over years And they also called and discussed my account with my parents which is an invasion of my privacy Regards, Joan Landis

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Quite eloquent service electric!!! about years ago you changed your name(i am assuming a buy out) and raised my rates $10,saying you were evening me up w/your other customers.did you not know then what service(tier) I had??? I also think Revdex.com and others should be aware of your monopoly in my area.I have contacted verzon(they have fiber optics blocks from my house) and Xfinity etcfor alternatives to your horribly expensive and even more horrible programming.they all tell me they cant come here because you have a MONOPOLY!!! At $a month,the price was too high for what you have available.now you raise it another $a month?!?!?!Monopolies are illegal for the purpose of protecting people from the gouging you are doing!! I still cant believe you wouldnt compromise on the back charges to keep a customer.I guess thats the power a monopoly gives you.take it or leave it!!!! Some business practices are 'charge whatever the market will bear'.well I cant bear it!! in closing ,I dont believe you can back charge after acknowledging full payment and admitting it was your mistake! Regards, [redacted]

These people are absolutely horrible to deal withCustomer service is very rude, and has no clue what they are doingOne person tells you one thing, then the next tells you they are wrongWhile basically yelling at youNot a good company to deal with at all

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
They had come by on 1/and turn my services back on if I agree to pay the monthly due on 1/which I did
Regards,
*** ***

SECV has nothing more to add

Hopefully we can provide some helpful information concerning this complaint
*** *** ordered service to be installed 6/25/and according to the Work Order he fell under a special offer and received Free Installation on the services he ordered at that time
The level of
internet service he subscribed to on 6/25/13 was Meg and SECV periodically changes its offerings and he now subscribes to Meg. If a customer has any problems or concerns with any of their services they should contact the office to schedule a trouble call. We must be given the opportunity to resolve issues in a reasonable amount of time and according to our records a trouble call was never requested. SECV scheduled a technician to check his service on 12/23/and left a voice message to contact us if that would not work for him. He called in and cancelled the service call and stated he will call back in after January 2016. Service Electric provides several levels of service with different packages/prices that vary and are comparable with other providers. Typically by offering several levels of service gives customers options that best meet their needs Our uniform prices and packages are clearly listed on our website and customers can contact the office if they have any questions concerning our offerings.
We would encourage *** to contact SECV immediately if he is still experiencing service problems or if he wishes to downgrade to a different level that might meet his service needs at a lower price.
If you need any further information or have any questions concerning this reply please feel free to contact me
Have a Happy Holiday.
Service Electric Cablevision Inc
Melinda * W***
Office Manager

October 17, 2014Dear ***:
We received your letter regarding complaint ID# *** from our customer *** ***Please find below a summary of our records and actions regarding issues reported to us by this customerJune 9th, *** reported tiling on ***
channelsThe customer advised us at that time that he replaced the cable line himself and still had poor reception after completionOur tech visited *** on June 10th and found a loose fitting and no other contributing factors.September 29th, *** reported ongoing tiling issuesOn October 2nd we sent a technician to the homeThe 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 amplifierSince receipt of your letter, I have contacted *** and scheduled a visit to the home with a supervisor and technician after our business hours so we could accommodate ***'s work scheduleThis appointment is scheduled for Wednesday, October at 6:pmI am sure we can work toward a resolution to the reported problems.Thank you for your communication in this matterRespectfully,
Barb W
Office Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** *** It dont matter if I had that router hooked up or not I can have it directly connected to the modem and still same thing just forget it this is pointless