Star Office Supply

This complaint is resolved per my conversation with *** *** *** today 1-3-

February 19,
*** ***
*** *** ***
*** ** ***
RE: ###-###-####,***
Dear *** ***,
Cincinnati Bell has reviewed your accountOur records indicate that several technicians have been to your location and you are receiving the best
possible speeds for your area You have Zoomtown internet which offers speeds up to 5Mbps.Cincinnati Bell does not guarantee internet speedsThis policy is explained online at cincinnatibell.com
Service Speed
ZoomTown and Fioptics Services come in a variety of speedsCincinnati Bell does not guarantee the speed of the ServiceThe availability of some service speeds may depend on the location of facilities in your neighborhood and on your streetNot all service speeds are available in all areasThe actual speed realized by the subscriber may vary based on a variety of factors including, but not limited to: the capabilities or limitations of the customer’s computer or other device; the number of computers or other devices in use in the customer’s home network; the means of connecting to the Cincinnati Bell network (e.g., the condition of the home’s inside wire or the type and condition of WiFi router); the distance of the home from the Cincinnati Bell broadband network aggregation point; and the performance of the content and application providers the consumer is accessing as well as their host network
Cincinnati Bell does not compensate for slow internet speedsA store representative did go outside of our corporate policy and issued a courtesy credit in October for $No more credits will be applied to your account
Cincinnati Bell is working to upgrade all areas to our Fioptic internet serviceUnfortunately, at this time your area is not scheduled to be upgraded to Fioptics .Our sales representatives will notify you when Fioptics is available in your area
It is never Cincinnati Bell’s intention to upset or frustrate our customersOn behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter
Sincerely,
***
Customer Care
Cincinnati Bell

September 10,
*** ***
*** *** *** ***
*** ** ***
RE: Account # ***
Cincinnati Bell is responding to your RevDex.com complaint regarding the final bill for the account
referenced above
I have reviewed your account and found it was cancelled
for non-payment on 11/21/This account was referred to *** in the
amount of $
The amount the account was referred for was an errorA
non-return fee for the modem was included in this original amountSince the
modem had already been returned I have adjusted the $charge from the
balance
The remaining balance due is $This is a valid
charge for services rendered that were not paid for before the account was
disconnected There are multiple notes
on your account from January when you spoke to customer service
representatives concerning getting service turned back onOn each of these
calls the representatives advised you of the final amount due on your account
that needed to be paid off
I have contacted *** to notify them of the
*** and asked them to update the balance due to $They verified
the account has already been updated for the correct amount due
If you have any further questions regarding this account
or would like to make payment you can reach *** at ###-###-####
It is never Cincinnati Bell’s intention to upset or
frustrate our customersOn behalf of Cincinnati Bell I apologize if you feel
we have done so in this matter
***
Executive Care Agent
Cincinnati Bell Telephone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. This was copied from the email that was sent back to *** *** at *** *** ***.Although the information they provide is semi-accurate, their overall service may only show a speed test of a wide range of speeds, which they state in the provided statement, can range from 200Mbps to 1Gbps(to the home)However, as stated on their website under the "So what real speed can I expect?", you will notice that they state "You can expect to see speeds of 200Mbps and greater with most online speed tests, including Cincinnati Bell's speed test." This statement is again pointing out the range of acceptable speeds that a consumer will receive is 200Mbps to 1000Mbps (1Gbps)While it does continue to state that "online speeds are short", these tests can be ran over and over in order to get an accurate readout.In order to truly test the speed of a connection is to download a large fileIn the case when I was paying for the 100Mbps (Mega-Bits-Per-Second) internet connection last year, my transfer speed (the rate at which things are transferred) over the internet should have been 100Mbps/8(Bytes)= 12.5MBps (Mega-Bytes-Per-Second)When I had the service, the real speeds I ever achieved (directly connected into their modem) I ever received were 3.6MBps X 8= a 28.8Mbps connectionThis directly shows that the true network speed while downloading a 4+Gigabyte file (from an un-throttled source), allowed me to get 28.8% of my advertised speeds This is where I made a call to get my new internet connection fixed, and this is where things started getting fishy.I called Cincinnati Bell and stated my issue of slow speedsI was told after about minutes on the phone that there was going to be a support ticket put in with IT and I would receive a call within hoursHours later, I get a call from a Cincinnati Bell sales rep checking to see if my connection was fixedWhile on the phone I ran a speed test and my connection speeds (both while downloading a file and running a speed test resulted identical numbers) were the sameNothing ever changed.On the next statement of network load within the home will have an alteration to the speeds; that is unless your computer is directly plugged into the modem they provide with no other devices between them, including the home routerThis would allow speeds to be read directly from the provider to the computerThe hardware side of things, most of the computers today can handle speeds of this magnitudeI have reviewed the minimum specifications provided for the requirements of the internet speed and all of my computer systems are above the requirements. A top Cincinnati Bell executive, Leigh Fox was stated at saying that "There are some technology savvy consumers out there that do understand that and we do have a few that have caught onto the Gig and it's resonated with them, but it was really more of a marketing play to change how the consumers view us as a company." (source: http://www.fiercetelecom.com/story/cincinnati-bells-fox-our-1-gbps-service-about...⇄ Bell Knows that they can not provide every customer with effective 1Gbps connection that orders it; this causes issues as people pay and order this internet package but get upto 1/5th of their speed they are paying forIf the speeds were within the 80-100% (800-1000Mbps bandwidth speeds) range; this would be an acceptable networking limit within toleranceThe fact that they are trying to grow so fast with their network, decreases the overall quality of their network performanceI understand how computer networks work and funciton, I have IT degrees and one specifically in NetworkingThe responses that are being provided from Cincinnati Bell does not understand exactly what they are selling and advertising. We can use a different product in relation to Cincinnati Bells advertising issuesI go to a gas station and put gallons of gas into my carI paid for gallons; however I only received gallonsI go inside to let them know I only got 70% of the product that I paid forTheir response is: "Sounds fine to me, there is only an issue if you get less than two gallons." This is a waste of the consumers money and advertising to people who are not getting close to advertised speeds.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards,
*** ***Customer called Revdex.com 7/indicating credit report still not updatedCan she please be advised when this happens so this matter can be resolvedThanks

*** ***
Revdex.com #***
Account # ###-###-####,***
Dear *** ***,
We have received and reviewed your concerns with your Cincinnati Bell Account # ###-###-####,***, and the prorated billing due to cancelling cable services. I apologize for any inconvenience this
may have caused you. We are showing you received an adjustment of $on 11/26/14, and also there will be an additional credit for days without cable services of $when your December bill prints. For future references Cincinnati Bell does not prorate our cable or internet services. However you were given credit due to courtesy
Your bill is correct and no other adjustments can be given for cancelling cable services once the December bill prints.
It is never Cincinnati Bell’s intention to upset or frustrate our customers. On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter
Thank you,
***
Executive Care
Cincinnati Bell

May 15,
*** *** ***
*** *** ***
*** ** ***
RE: ###-###-####,***
Cincinnati Bell is responding to your Revdex.com rebuttal
As discussed over the phone I have been in contact with *** Construction and they will be going to your residence today to see what they need to fix your landscaping wireThey have since informed me they will have it fixed by tomorrow 5/
Per our records your original order for service in January was for HomePak Advantage with Unlimited Long Distance and Fioptics 10MB internet
On March 4th, we received a phone call from you requesting to upgrade from 10MB speed to 30MB speedPer the notes on your account you were advised of the pricing difference and given new promotions for the upgrade
I apologize for all of the installation issues you have had since this speed upgrade was requestedPer the notes on your account the final install for Fioptics 30MB internet was completed on 5/I have issued an additional credit to your account of $for your troubles
Again on behalf of Cincinnati Bell I apologize for any inconvenience and frustration this matter has caused
***
Executive Care Agent
Cincinnati Bell Telephone

May 18,
*** ***
*** *** ***
*** ** ***
RE: *** ***
Dear ***,
This letter is in response to the rebuttal that you filed with the Revdex.com regarding your collection account
According to our records we have no emails or phone calls regarding cancelling the service
You have an outstanding amount due of $
It is never Cincinnati Bell’s intention to upset or frustrate our customersOn behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter
Melissa
Executive Care Representative
Cincinnati Bell Telephone

A Cincinnati Bell Repair Technician went out to the business location and corrected the issue on 9/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. My concern,again, is that the initial concerns were not addressedI wrote regarding the horrific nightmare I had to go through with my landlord, explaining why people were digging up her front yard, when she knew nothing about itAnd it DOES NOT have anything to do with the line that runs down the streetThe issue was the line running from the box on the street, to the box on the side of the house. Then, after all the service complaints to the customer service department, and no one did anything, and THEN when I sent the email to the CFO, and got no response or any action taken for the bad behavior, bad service, and just plain old bad formIn the past few days, I have paid what was accurately owed regarding my bill, and that part has been settledMy disgust is that they are the only provider on my street for Internet, so I have HAD to reestablish service with them.Even after all the billing has been settled, I have paid my fair share, and am forced to reconnect service, I still have the disgust about all the lies and the trouble this company has causedAn apology is just not an acceptable response.*** ***, Please know that if I didn't feel it necessary to write someone in your position, I surely would not be. I understand that you are a VERY busy man, and have a LOT of better things to do than listen to my situation. Again, if I didn't feel it necessary, I wouldn't be writing. I had an account with *** Bell recently, it was opened during August, I believe, in 2017. I was excited when Fiber Optics came through my neighborhood, as I live in rural *** **. We aren't offered cable there, you have two options, *** or *** **. At that point, I had internet with *** Bell, and it wasn't bad. We rarely had trouble with it, and it was a good price. So, when Fiber Optics was put down our road, I went to the local *** Bell office, on *** **in *** **. After talking to the gentleman there, who was extremely cocky, I decided to talk to my landlord about getting the Fiber Optics run to the house. I set up an appointment with *** Bell to have the line dug, and the salesman assured me that there would be NO DIGGING until after an agreement had been signed by the landlord. She was aware of the transition from *** to *** Bell, that I was thinking of, but there had been no confirmation between the two of us, and she had not said yes. The sales representative also informed me that the company who would be doing the digging would be able to work around my work schedule and again, that NO DIGGING would happen until the paper had been signed, and returned to *** Bell. I knew the appointment date was arriving, and *** Bell had called, repeatedly, while I was at work, almost every minutes, to confirm that there would be someone at the house, above the age of 18, to approve the digging. There was no one, as my son is still 17. When I was able to return the call, I told the rep, specifically, that I needed something set up outside of my work hours. That is when she informed me that they only did morning and afternoon appointments, something the sales clerk on *** **failed to inform me of. I informed her I needed to think about it, and told her to pause the process, but then told her to go ahead and schedule something for the afternoon, since *** Bell still needed the signed paperwork from the property owner, and myseover adult to oversee the project. You can imagine my surprise, when I came home that afternoon, and they were already digging in the yard, and were almost finished. My landlord had NO CLUE what was going on, and I almost lost my home over that situation. She was furious that they were there digging, putting in the Fiber Optics line from the road to the house, in her yard, without her permission. When the young man came out to install the products, I was not informed that it would be an all day situation, as my landlord and I fed the young man, who has represented our Armed Services, lunch and dinner. Both my paternal and maternal grandfathers are WWII veterans, and my landlord's grandson is a Veteran as well. We were honored to feed him, as he was unaware it would take so long either. He was there over hours. He was a nice young man, and he worked very hard during his time there at the house. He informed me that he wasn't sure why *** Bell was still operating with those "old moidems", but he couldn't imagine that *** Bell would want it back. He advised me to toss it, and that if there was a problem, *** Bell would not charge me. I did as instructed, and lo and behold, *** Bell charged me. It took two weeks after my initial phone call to *** Bell, and talking to multiple people, before the charges were removed from my bill. I have had nothing but trouble with the services, and I don't have phone service in the home without WiFi. That was the whole reason I ordered it to begin with. So, every time I would call about my trouble, I kept getting apologies. Nothing else, just apologies. Finally, one night, while standing in the middle of the road to get phone service, while on the phone with *** Bell, I did get some help, but first the lady wanted to sell me phone service!! I was livid! I wanted the Fiber Optics to work, not get another service that didn't work! The next day or maybe later that evening, I was able to speak with someone who credited my account one month of service, for the WiFi, and that someone would come out and take a look at my modem. Someone came out, and informed me I had been given a refurbished modem. I was not completely shocked, as for my previous shady dealings with *** Bell. He replaced it, but it continued to go out once a week, and pause, and become pixelated every so often. This is part of the email I sent to the CFOI'm sorry, I am loaning a tablet to respond, or I would attach the whole thing.
Regards,
*** ***

Core Risk makes the decision on the claim that the customer reportedThis is out of the hands of Cincinnati Bell we have turned it over to Core Risk they handle all property damage claimsThe customer needs to dispute with Core RiskIn order for the customer to get the name of the tech and a copy of the work order the customer needs to call ###-###-#### and give the account # and the date of service and the Residential Service Center will be able to assist with the information
Cincinnati Bell is committed to providing our customers with outstanding serviceWe apologize for any inconvenience we’ve caused you, and appreciate the opportunity to better serve you going forward
Executive Care
Cincinnati Bell Telephone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below
Cincinnati Bell has NOT addressed SEVERAL of my concernsFor one thing, there records are NOT completeThey only list a few things - and several of my concerns were not addressed whatsoeverPlease note my comments in red below:
--------------
09/18/13…Called into Residential Office re: billing issues you were advised promotion ended
09/26/13…New promotion was given for one year; also you received a credit on your account for $***
01/31/14…Adjustment $***given due to outage; also you reported speed issues Request month adjusted; Cincinnati Bell denied adjustment due to no issues reported
09/02/14…Power outage caused service issues Tech came out to location fixed issue, tech unable to perform test due to child sleeping in the room where modem located
-This is simply not trueThis NEVER happenedThis is a flat out lieNever came to my house
09/18/14…Adjustment given for days outage $***
09/30/and 10/03/14…Called into Residential office due to promotion ending, requested same promotion, unable to give advised $*** promotion one year
10/03/14…Order placed to cancel Fioptics TV per your request
10/12/14…Speed issues reported-Tech dispatched to your location
-NEVER HAPPENED
10/28/14…Tech visit upgraded to* gig Completed install, advised of download/upload speeds 470.12/
-I reported at the time that this was NOT ACCEPTABLEAgain, that is less than HALF of what is being advertisedSecondly, this morning I'm getting** (***!) down and not even CLOSE to***This is beyond ridiculous.
10/31/14…Adjustment given $***
-Really? Where? On 10/I was ignored and put on hold multiple timesI was also promised a call back on Saturday morning and did NOT get oneSTILL HAVE NOT
I am showing a callback that was advised however not received I do apologize and I sent for coaching and training; however your modem cost is in our Terms and Conditions when having our internet services; modem fee is applicable Please see cincinnatibell.com Terms and Conditions for more information
-This is NOT the issueYour customer support IS the issueI have yet to speak to someone from the United States and resolve my issuesEither discount my internet because I'm not getting the speeds as advertised or come put a new ONT box in and give me the speeds as advertisedMultiple people from Indian Hill ARE reporting speeds AS advertisedPlease reference http://www.dslreports.com/forum/r29601952-Fioptics-Gigabit-is-a-Sham-
It is never Cincinnati Bells, intention to upset or frustrate our customers On behalf of Cincinnati Bell, I apologize if you feel we have done so in this matter
-I can assure you that I am EXTREMELY frustrated and upsetI will be posting all over the internet that your service is a joke until you resolve my issues
----------------
I am not even close to being happyWhy has my bill been screwed up for the past months? Why am I only getting 1/20th of the speed as advertised?!!! A TWENTIETH! Give me a Calix ONT if that's what I needRun*** if you need to instead of the terrible 5E connection that's currently runningI don't care what you have to do but if I'm paying for the Gigabit service, I should be getting itMore importantly, give me a CALL from someone in the UNITED STATESHow hard can that possibly be? SHOW your customers that you actually care about them maybe.
Regards,
*** ***

January 13,
*** ***
*** *** ***
*** ** ***
RE: CBT Account #***
*** *** is responding to the rebuttal that you filed with the Revdex.com regarding The Contract Buyout Offer
We have no record of any customer service representative telling you that you would get reimbursed more than $for the term fees from the competitor. *** ***’s policy is to pay up to $for the Contract Buyout Rebate and we have fulfilled our obligation for that rebate by reimbursing you $
If there was any type of miscommunication between you and the customer service representative at the time that the order was placed we do apologize but *** *** is a very reputable Company and we stand behind our decision that this complaint should be closed. We have paid out the $rebate as stated in the contract buyout rebate form that you filled out in order to be reimbursed
The rebate form is no longer on line because it was for a limited time but when you were eligible for the rebate it could have been found on Cincinnatibell.com., there was a link to actually download the form. That link is no longer accessible since we are no longer offering the rebate
It is never *** ***’s intention to upset or frustrate our customers. On behalf of *** ***, I apologize if you feel we have done so in this matter
***
Executive Care Representative
*** *** Telephone

September
30,
***
***
*** *** **
*** ** ***
RE:
CBT Account #*** ***
Cincinnati
Bell is responding to the complaint that you filed with the
RevDex.com regarding the promotions expiring
On
your invoice dated 7-1-you were notified that your promos would be
expiring. The promos are only good for
the first year and then the rates increase
I
have been informed that a chat agent issued an order to add promotions back on
the account and that you accepted the offer
It
is never Cincinnati Bell’s intention to upset or frustrate our customers. On behalf of Cincinnati Bell, I apologize if
you feel we have done so in this matter
Cincinnati
Bell considers this complaint to be closed and resolved
Melissa
Executive
Care Representative
Cincinnati
Bell Telephone

February 7,
*** ***
*** *** ***
*** ** ***
RE: ###-###-####,***
*** ***,
It is important to note that Cincinnati Bell does not guarantee speedsIn your quote, you were advised that you would receive internet speeds megabytes per-secondPer
our records, you were advised that there is a known congestion issue in your area that is resulting in decreased internet speedsFor that reason, you were offered a month promotion of $off on Friday February 3rd for the inconvenience
Unfortunately, even once the issue is resolved, the most optimal speeds you would receive would be megabytes per-secondDue to your rural status, faster speeds are not available in your area at the current time, until an upgrade takes placeI looked into the issue and do not see a fiber upgrade planned for your address in the immediate futureI apologize for the inconvenience this has caused, and hope we can get the congestion issue fixed as soon as possible
Cincinnati Bell is committed to providing our customers with outstanding serviceWe apologize for any inconvenience we’ve caused you, and appreciate the opportunity to better serve you going forward
Thank you,
Megan
Executive Care Center
Cincinnati Bell Telephone

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.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. ***,
This will be my last response to this situationI think that you truly need to read the response from my rejectionAt NO point did *** tell me she was calling on behalf of the Revdex.com, about my complaintMy complaint was very specific in the section, “what will resolve this”I asked for an apology and an explanationTrue you may have been next to her when placing the call, but I can swear she never told me she was calling on behalf of this complaint, her explanation was what I already knew, a service tech was being sent the next day, and her reasoning and apology was that they have a lot of new peopleLet me tell you as a professional how I would have handled this“*** ***, I am sorry that you have had so MANY issues with Cincinnati Bell, I am truly sorry and there is no reason you should have had these issuesI will make sure to contact all parties involved to make sure these issues are prevented in the futureWe have credited your account for months, and hopefully this will show how sorry we are for these issuesHere is my direct contact should you have any issues.” Instead I got, yeah we got new people so see you tomorrowI will continue to look for a service provider that can meet or beat your current price, because if this is how you handle business, I don’t want any part of itI posted to my facebook page how upset I was with CB, and I got comments instantly from friends and family who are or have canceled your service due to customer serviceWAKE UP CALL, IMPROVE CUSTOMER SERVICE
Thank you for nothing, ***

His name is *** ***, the address is *** *** *** *** ** *** The phone number is ###-###-#### the account number was ***Also instead of just giving them back their service after payment was made, the company today forced them to open a new account and to have a
security deposit made before they would allow them to have the internet back, this depost was $and there was a new activation fee assessed to this as wellAfter all of this had been paid they still have to wait until Oct31st to get internet back in their house because the new contract gives them a new account number which needs a technician to install

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. on 3/16/i did filled complaint ID # *** about cincinnati bell bed serviceCincinnati Bell responded to it , like it closed,because customer discontinued serviseI did itbut I was expecting from CB not just clase my acount, but do not charge my for service,they did not provided to me.I did not pay for first bill $because I received it on time of my complaint.I was expecting apologies for bad service, not charges for something idid not getBut CB send me new Bili for $68,in this bill they put previus amount $plus added Home Phone service for $this service I never haveI try to be nice to this company and call customer service and explained situation.Guy from CB told me that they adjusted my amount for internet service to $26.95, and took out home phone chargeI did pay this amount$next dayI was thinking it is over, but today received new " final bill reminder Notice" from CBIf do not pay rest of the amount If I do not pay it they going to turn my to collector agengyi fill like CB try to recketiring me and try to get money for services, they never provided to me.company need stop charging for not existing service.Company need apologize for stress I has when try to get promised service and spend lot of time on phone and whit technicians, when they try to make service working properlyPlus, they need apologize for stress I have now after receiving bill for non existing services and if I do not pay it , turn me to collection agency
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
I am extremely disappointed with Cincinnati Bells response and unwillingness to resolve this issueThe fact that Cincinnati Bell believes they should be paid for services they were unable to provide is a complete jokeMy interactions with Cincinnati Bell have left me extremely disappointed with this companyTheir customer service is the worst and they should be ashamed of themselvesI strongly advice anyone and everyone that may read about my experience with this company to never sign up for any services Cincinnati Bell claims to provideThey could not get Internet to work at my house, acknowledged that there was no working service, and yet still billed me for Internet service and are now refusing to accept the fact that their service did not work and refusing to waiving these chargesShameful.
Regards,
*** ***