Star Office Supply

January 4, 2017
** [redacted]
RE: ###-###-####,[redacted]
Dear [redacted]:This letter is in response to the complaint that you filed with the Revdex.com regarding your internet speed.
Cincinnati Bell does not guarantee the speed of the internet...

please see our terms and conditions below:
8. Service Speed
ZoomTown and Fioptics Services come in a variety of speeds. The availability of some service speeds may depend on the location of facilities in your neighborhood and on your street. Not all service speeds are available in all areas. Cincinnati Bell does not guarantee that the Service, Equipment, or other equipment authorized by Cincinnati Bell for use in connection with the Service will perform at a particular speed, bandwidth, or data throughput rate, or will be uninterrupted, error-free, secure, or free of viruses, worms, disabling code or conditions, or the like. The speed measurement advertised by Cincinnati Bell refers to the Internet access speed provisioned to a subscriber on a per-line and not a per-device basis. The 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, network, or other device; the number of computers or other devices in use in the customer’s home network; concurrent use of Internet access and a TV video on demand service, which consumes Internet access bandwidth; the means of connecting to the Cincinnati Bell network (e.g., the condition of the home’s inside wiring or the type and condition of WiFi router); the distance of the home from the Cincinnati Bell broadband network aggregation point or the type of Cincinnati Bell network facilities present in a given location; network congestion; and the performance of the content and application providers the consumer is accessing, as well as the performance of their respective host network(s).
I did check your address and at this time there are no plans to upgrade your service to our Fioptics platform. You currently have our zoomtown product with premium speed up to 30 meg.
If you continue to have issues with the speed please feel free to call ###-###-#### and allow the technician to help you troubleshoot.
We also have a speed test available
What's my speed?
• Customers questioning the speed of their internet can check it themselves from their own computer.
• Steps for accessing this speed test are the following:
o Type http://speedtest.cincinnatibell.com/ into the Internet Browser and click Enter.  The customer's speed will begin testing once they click Begin Test.
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.

Melissa
Executive Care Representative
Cincinnati Bell Telephone

February 24, 2016
RE: ###-###-####, [redacted]
Cincinnati Bell is responding to your RevDex.com Complaint.
Our records indicate that both emails [redacted] and [redacted] were...

suspended on July
22, 2015 for non-usage. Your email was inactive for over 180 days. Cincinnati
Bell temporarily suspended your email and marked it for deletion 30 days from
the original suspension date. Customers have the option to activate the email
by resetting their password and logging back in. You can prevent suspension by
signing in to your account at least once in 6 months. It appears that your
email was permanently deleted 30 days after it was suspended.
Due to the fact that your email had been disconnected
since July, 2015 and we were not notified until December 22, 2015 we are unable
to retrieve your folders and contacts. I personally reached out to our Technical
Support department to confirm. It is with regret that they advised that this
information has been permanently deleted, due to the amount of time that had
passed. It is strongly recommended that when an email address is in the process
of being suspended due to non-usage you respond to our notifications in a timely
manner to avoid losing your email.
It is never Cincinnati Bell’s intention to upset or
frustrate our customers. On behalf of Cincinnati Bell I apologize if we have
done so regarding this matter.
Megan
Executive Care Center
Cincinnati Bell Telephone

The Account Manager spoke with the customer on 3/10. A repair technician resolved this issue on 3/11.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   I am not satisfied.  They state my wires were cut and I have proof they were not cut and are not cut.  It boils down to they do not want to do what they are suppose to do.  They have lied to get out of doing their job and they need to activate my lines like they were suppose to.  
Regards,
[redacted]

After my initial notification, I spoke with a supervisor.  While I am not 100% satisfied, after speaking with the supervisor. I will not move forward.  Thank you

Cincinnati Bell has contacted me and resolved this matter. Thank you for your help!

February 19, 2016
[redacted]
[redacted]
[redacted] [redacted]
RE: [redacted]
                       
Cincinnati Bell is responding to your...

RevDex.com dispute.
Per your previous Revdex.com complaint, Cincinnati Bell addressed
your installation issues and your service upgrade was completed on February 11,
2016.
Cincinnati Bell found the delay in install was due to a
failure to follow process by the installation technician. This has been
addressed for coaching.
Unfortunately, on February 12, 2016 the services went down
shortly after your install was completed, which prompted your change in
providers.
We’ve contacted Core Risk regarding your damage claim. Core
Risk has already repaired the neighbor’s fence and they have determined there
is no further damage to your residence on the part of Cincinnati Bell.
Executive Care has been in contact with you via telephone.
On various occasions we have apologized for these issues and any inconvenience
this experience has caused you.
Per your request, Cincinnati Bell services have been
disconnected. Your final bill will print on March 8th and we will be
adjusting the bill in full.
It is never Cincinnati Bell’s intention to upset or
frustrate our customers. On behalf of Cincinnati Bell I apologize if we have
done so regarding this matter.
Megan
Executive Care Center
Cincinnati Bell Telephone

February 16, 2016
[redacted]
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com Complaint.
I have reviewed your account thoroughly. As mentioned in
your complaint, the information...

you received is correct. If troubleshooting by
our Technical Support department cannot resolve a technical issue, a technician
must visit the residence. This is to check for issues that could be affecting
the network. Our Technical Support staff attempted to reach out to you a total
of six times over the course of two days between July 22nd and July
24th, 2015. Each of these times you advised our staff you were busy and
could not talk, scheduling additional callbacks. Our Technical Support staff
left their number on your voicemail on their final attempt and did not receive a
callback for troubleshooting. For this reason, we were unable to troubleshoot
your account, which was why you were advised to schedule a technician visit.
In your complaint you mentioned frustration with a
technician being unable to troubleshoot your network while visiting a neighbor’s
home. Our technicians are not allowed to do this. A dispatch ticket must be
created for each job our technicians work. They are allotted time frames in
order to complete each job, as they have several they must complete each day.
I see that a total of $318.09 in credits have been placed
on your account over the course of the past year. On March 18, 2015 Cincinnati
Bell placed a $29.99 credit on your account. Our records indicate that on June
19, 2015 you contacted Cincinnati Bell regarding an order that was not due to
post until June 25, 2015. You wished to have your updated channels sooner.
Since we did not have a sooner date available, Cincinnati Bell offered to
credit your account the prorated amount for these channels on your first bill,
you declined. We then offered to waive your total Fioptics Elite charges for that
particular month of service, again you declined. The representative then went
beyond what we would normally credit, by offering to waive your first month of Elite
charges, as well as half of your internet charges for that month, totaling $150.59,
to which you accepted. Our records indicate that your services were suspended
on January 7,2016 for non-payment. As a retention offer, we waived your entire
billed amount of $137.51 with supervisor approval.
For reference, your monthly service charges are as
follows, before taxes and surcharges:
HD DVR- $7.99
HD Receiver- $7.99
Fioptics Elite TV Package- $65.00
Fioptics 50 Megabyte Internet- $39.99
Wireless Networking- $7.99
You are receiving a $5 bundle discount. You are also
receiving whole-home DVR at a rate of $0 for 24 months, which expires on June 22,
2017. You are receiving $49.99 in 12 month promotions which expire June
22,2016. These current promotions total $69.98.
There are no further credits to be made on this account,
as we have already credited beyond the amount owed. We have made several
attempts to address your networking issues, but have no notes of you attempting
to troubleshoot your Fioptics internet signal since July 2016. Furthermore,
there are no notes of your Fioptics video being down at all. In the future, if
there are issues with your network we would strongly suggest you contact our
Fioptics Technical Support department at your best convenience. Their number is
###-###-####. Once we have an opportunity to troubleshoot and resolve
connectivity issues we are able to credit appropriate amounts for any outage.
It appears we have credited the appropriate amounts up to this point.
Cincinnati Bell considers this complaint closed.
Megan
Executive Care Center
Cincinnati Bell Telephone

Revdex.com:
I accept this agreement that includes a rate of $120 per month until 7/19/17 with credits provided for June, July and August 2016.
Regards,
[redacted]

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  This does not address them email bill I got yesterday with a $250 installation fee included.  I do not understand what I would have an installation charge for a service I already have. 
Regards,
[redacted]

There is no new information. Cincinnati Bell cannot support the customer’s personal device (soundbar). Thanks, Tina Executive Care RepresentativeCincinnati Bell's Executive Office

Tech after Tech my services that I pay for keep getting interrupted, My original complaint isn't about the technician, My complaint is I Have had several tech out here to fix my service, one tech said it was my windows I was using, the other has reset my router, the other tech replaced my box, My family and I would like to watch our tv without interruption, when I call customer service, they offer a credit, I don't want a credit, I would like to enjoy my services, I came from dish who treated us like family, to Cincinnati bell who offered great services and great pricing. When we call customer service, one agent told us since we are gone 8 to 10 hours a day, resetting our router in order to get our tv to work is normal and not that bad.  One agent told us it is due to peak demand.  Most of the time, we get told they will contact their networking department.  We just want or service fixed.  When or services where installed the tech used the old wiring that was here, we purchased this house in Feb of this year, could it be possible, the wiring is bad.  Thank you

February 23, 2016
RE: [redacted]
Cincinnati Bell is responding to your RevDex.com Complaint.
Upon reviewing your account Cincinnati Bell’s Executive
Office found that you called to...

cancel service on February 17, 2016 due to an
offer you had received from a competitor. We offered you a retention offer that
included a promotion for Basic Cable and 30 Megabyte Internet for $49.99. You
accepted this offer. You then called back the same day stating a competitor
offered you [redacted] and [redacted] in their package. Our records indicate as a courtesy,
we offered to provide you with these channels at no additional charge for 12
months, to which you accepted. Cincinnati Bell sent you an email to confirm the
changes made to your bundle.
You then called later the same evening and cancelled all
services. We placed an order to disconnect service which posted the following
day, February 18, 2016.
Cincinnati Bell considers this complaint closed.
It is never Cincinnati Bell’s intention to upset or
frustrate our customers. On behalf of Cincinnati Bell I apologize if we have
done so regarding this matter.
Megan
Executive Care Center
Cincinnati Bell Telephone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I have not received the rebate as promised. I waited to respond to see if it would come. I logged on today to respond and was surprised to find my case closed. Please help me resolve this issue with Cincinnati Bell. They have lied to me so many times saying that "it's in the mail." One person actually implied that the post office must be losing it. I realize that happens, but there is no way the post office has lost it every time I have been told it's in the mail. Please help me.
 
Thank you,
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  
Regards,
[redacted]
[redacted] Construction was schedules to fix our wire issues on
5/15 or 5/16. I was advised on 5/18 that it was fixed but if they showed up
they did not complete the job. We have one landscape light that is still not
working and there are three other places where the wires are still not buried and one spot that needs to be repaired.
I do not feel that the $34.29 credit is sufficient especially now since the job
is still not completed. To finally get this nightmare over with, we request to
have [redacted] Construction come out and complete the job correctly and have a credit
applied that will compensate for the troubles we have had over the past three
months.

We have resolved the issue. We were able to move repair appointment to a sooner due date and it turns out there was a line cut and tech was able to resolve in the field before arriving to the home. Applied 2 week credit to satisfy cx.
Thanks,
Executive Care
Cincinnati Bell Telephone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
This case will stay open until my credit report reflects what should have been done when I placed my initial call to Cincinnati Bell. It was not updated then so I don't trust your word that it has been updated now. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted]Customer called Revdex.com 6/12 indicating she has not received the promised check for $76.58 to date.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have  determined that this does not resolve my complaint.  Cincinnati Bell has consistently made false statements regarding the particulars of my complaint. One of the repair issues has been scheduled, but the other has not. I wish no further responses from a company having such substandard customer service and customer relations. Cincinnati Bell has offended me for the last time.I will close my complaint when the repairs have been made for the damage done to my home and property.
Regards,
[redacted]