ComplaintsforCablelynx

• Initial Complaint

  07/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  March 2024 I cancelled ******** services with Cablelynx. In my contract with them is stated I agree that I will be billed and am obligated to pay the remaining balance upon cancellation. My complaint is that I was never billed, notified via phone, text, email, or otherwise that I had a balance to pay. Although I received 0 notice of a bill or an amount, I was turned over to a collections agency. I believe that it is a breach of contract for them to send me to collections when it states I will be billed and I was in fact never billed. They CLAIM they have sent me 3 emails of the bill, which I have never received and they refuse to provide me with a copy of the emails that prove they were sent on the days they are saying they were sent.

  Business response

  07/19/2024

  ********************,

  I reached out to our IT department who discovered that your online billing account access was removed in January 2024, which would have prevented your statement email notifications from going out. I apologize for this and how our contact center did not take the next step to research the problem you were describing. ******, our office manager in *********, has removed any balance from your account and had the collections agency remove your account due to this error.  You should be receiving a letter from the collections agency confirming the action was taken and that you are now cleared of any money owed to Vicksburg Video. 

  Customer experience is what ********************** and Vicksburg Video take a lot of pride in and I am sorry that you did not leave us with a great experience.  If there is anything else we can assist you with, please do not hesitate to contact ****** at ********************** or me at ************.

  Regards,

  ***************************
  Director of Marketing

  Customer response

  07/19/2024

  [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 ********, and find that this resolution is satisfactory to me.

  Thank you for getting to the bottom of this!

  
  Regards,

  ****** ********

   

• Initial Complaint

  06/23/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  6-23-23 I pay them 115 dollars a month for service thats with Government Assistance im currently on the Gig Plan on a 1 year contract with an added additional unlimited plan for $40 a month I have yet to get the speeds im paying for which should be 1000mb down im only currently getting arount 500mb down but that fluctuates and 50mb up and in my opinion it should be even faster speeds I would say around 10 gigabites for what we are paying but the service fluctuates and sometimes I lose service all together my neighbor is also having these same issues and I have had technicians come to my house multiple times to fix these same issues one time it was water in the tap and they tried to blame my equipment it worked for about a week after fixing it but it went back down again probably because of the recent storms the technicians act like they are clueless about how to fix these issues and most of them will only do a speed test instead of actual work because I told them im not going to pay for a technician to come to my house to fix there issues but recently I had a scheduled technician today 6-23-23 I told them I work a full time job and wouldnt be home until 4pm the schedule was between 1pm and 5pm and im not going to continue to take off work for a technician he came at 1pm when most normal americans are at work they also do not schedule technicians on the weekends when again thats when most americans are off work and they refuse the next available time would be next thursday 6-29-23 thats almost a week without reliable service and services that im paying for but they expect me to pay them that kind of money for services that im not getting we also do not have another available provider in the area so we are stuck with them unfortunately Desired Settlement: REPAIR and BILLING ADJUSTMENT!!!

  Business response

  07/06/2023

  We had a house call scheduled for a technician to visit and work on the customers issues on 06/29/2023 after 4:00pm, however, the customer contacted our office via Click to Chat, and stated his services were working and requested his appointment to be cancelled. 

  Customer response

  07/06/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ***** *******

   

• Initial Complaint

  05/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have had ACP program with Cablelynx in the past since 11/15/21 . I had no problems this year as 4/16/23 I had to call in multiple times about 7 times to get my acp applied. I had several agents tell me it takes 4_8 days to be applied one agent told me a month. I ask to file a complaint I was given this number which was disconnected number ************ was suppose to a corporate number. My bill jumped from $25 to $104 . I called in time for that to be applied I have never had to wait a month. This is so unacceptable for a company to do consumers this way. And they can get away with it because that's the only internet service I can get in my area.

  Business response

  05/22/2023

  Thank you for the opportunity to review the account.  From the billing records, we see the first ACP credit to the account on September 6, 2022 in the amount of $30.00, This is at the current address of **** ***** *** *** *** *** ********  The credits continued on September- December in 2022.  In 2023, the credits were applied on January 18, February 17, March 17, May 18.  The April credit was not applied because the benefits were transferred out to another provider per notification to our company by the ACP/FCC office.   We do know from the FCC that it was transferred out on April 12.  We do not know where the credit was transferred to.  

  The process for the customer is that they fill out the ACP request form with our company and we send to the ACP/FCC office for approval code.  Once that code is received by our company, we can apply the credit to the account on the next billing cycle.  We received the approval code from ACP/FCC on May 15.  The credit applied on her next billing cycle which was May 18.  

  The government rules for this program is that a customer can only have one transfer of benefits per calendar month.  So when the benefits was transferred out on April 12, she would not have been able to apply for a transfer again until May 1.  We are not shown where the benefits transferred to. 

  In reading the customer comments on the account, she spoke with several customer service agents and was confused on why we would not give a credit for the month of April.  We would not credit because the ACP/FCC program pulled the credit and therefore we did not have the ability to credit her account for April.  Once the new approval code was received, she got the credit back to her account.

  I hope this answers your questions. Thank you.
  

   

   

   

   

• Initial Complaint

  01/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  09/16/22 I paid for services 09/22-11/22 for internet service and they cut of my internet to the home due to non payment. (I signed contract in sept paid 3m in full but they misplaced contract) I checked the internet on the 11th of November but just used my hotspot instead because i have had numerous of issues with this company in the past as well as in the present with my current contract. They turned off internet due to non-payment because they lost my paper work so i did not receive promotional rate so my rate for 3 months was around $450.00. I had already prepaid three months for services and they were disconnected for 30 days. The internet was actually not in service for 54 days according to customer service.. I've tried to contact the company in regards to a refund or credit to my account for 30days but they have denied because their service is not based on usage. But my issue is the availability, where wifi was not even working on the 11th or 12th of november all the way to december 20th.. These guys have numerous complaints across tahlequah and they really are scummy people. There is a reason when you search them on apple maps there is a picture of feces.. Ive tried to contact the higher ups and they are bringing up the fact that i wasnt in the home the majority of the month as a defense that i can not prove the wifi was working. What I can prove is that this company is selling me internet at a rate of high speed internet when it consistently test at lower speeds such as 150mbps. So not only are they receiving money for unfulfilled services they are selling me a low quality product for a high quality price of course all under contract. I beg you to put an end to there treachery. This should not be how business is ran and I can provide all the documentation showing that the account was over $400 and my payment to them that was made in advance. The company misplaced the paperwork, that is why I was out of service therefore I shouldn't be even an oz liable.

  Business response

  02/09/2023

  I am waiting on further details from local management to answer the specific in the complaint.  The latest from the general manager was that he spoke with Ms. ***** and all service is working good and wanted a one month credit and would be resolved.   If that is accurate then the case be closed, but would want confirmation from the customer that is accurate and now resolved. 

• Initial Complaint

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 months of service issues now since September 28th I have had a consistent upload speed issue. I have called and tried to have the problem solved numerous times and still no luck. The technicians say that the problem lies in the hands of maintenance and the company is not communicating how the problem is being addressed. Several businesses in the area are also affected according to one representative I spoke to, that's why the maintenance team came out once and was shutting on and off the internet completely without notice. Now I still have the same problem and it has only gotten worse and all I get when I call is a residential technician who comes out looks at the notes on my account and repeats the same script as all the others. I tried finding a temporary middle ground with support where I pay a reduced rate until the maintenance company can fix the problem but I was only told no and that they can lower my service until as a resolve instead. I refused this as I work online from home and download speed is just as important. So in short I have a problem that I consistently voice and try to have resolved, I talk to support who obviously doesn't care and no matter who I talk to the issue remains and the scripted answers and resolutions regurgitate as my problem stays on the back burner with no regard to my opinion, finances/ career, or quality of service experience. My income has substantially been affected I am demonitized on several online platforms for not being able to upload the allotted amount to meet motivation quota and I have taken a second and third job to supplement bills while I wait on a resolution. I'm not sure where else to go or what to do. This is the only service with sufficient speeds for my work and I've been with resort for years but I'm being bullied when I call and bullied when I try to reason. I'm job hunting in other cities just to find a way to get out. I'm willing to relocate my whole life just to get away and that's not a good sign.

  Business response

  12/06/2022

  Thank you for the opportunity to review the account. There have been six service calls since September 20 through November 28.  The local office management has reported that the Node that this customer lives in had water in the tap and they removed the water and the service levels are good.  Due to the time impacted and the multiple services calls, the account will receive two months service credit of $119.95 x 2 months - $239.90.

   

  thank you

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around 8 pm and after the service becomes terrible. Frequent interruptions, disconnects, and constant packet loss. I've gotten with technical support several times and any fixes seem to only last a few days before it starts again. I never get a discount to my service, because "we can't credit your account until the issue is resolved", but the issue is never resolved. I refused to pay my service until the problem was fixed, but they just disconnected my internet and added a late fee instead of fixing the problem.

  Business response

  12/01/2021

  Thank you for the opportunity to review the concerns with the service.  In the last 10 days, have worked with Mr. ****** and swapped out equipment and did some work on the lines in and outside of the home.  The signals look good on our end and by email Mr. ****** has agreed the service is working satisfactory and is agreeable to a $120 credit.  The credit has been applied to the account.

   

  thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩