ComplaintsforCountry Cablevision, LLC

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called them in August 2020 to hook up internet services. Called back several times to see what the problem is. They keep giving me the run around. They won't tell me when or what I need to do to get it hooked up. The lady is really nice but she keeps telling me that she will get their contractor to give me a call back. I have yet to receive any phone calls from anyone that works there. They did send a man down about a year ago to see if it was fiber or coax cable. He left without even bothering to tell me what was going on. He knew I was home because he knocked on door when he arrived and told me he was from Country Cable and what he was doing there. I asked the lady last time I called if I was ever gonna get it and all she could say was "I hope". I know they have gotten one or more grants and we were told no one in ****** county would be without internet service. I would love to get another internet service, but after checking around, Country Cablevision seems to have a monopoly on the internet service in ****** county if you don't live in town. It's been two years. Surely they could of had it going by now

  Business response

  08/11/2022

  After receiving the complaint, we checked the address and found that it was our Coax Engineer who went out in 2020 and determined we couldnt serve this address with Coax,it would have to be fiber.  So, after conferring with our Fiber Manager, he went out and checked the address.  He found that we have a drop already there but are missing a necessary circuit before we can get service activated.  He checked his schedule and has determined he can get to it but not immediately.  **************** was recently bought by **** Media, and we are currently going through a transition and that has been slowing things down as well.  He feels that he should be able to accomplish this additional construction within a 6-month time period but will try to get to it sooner if possible.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have internet through country cablevision. There the only internet provider where I live. My internet goes out at least 2 to 3 times a day. I called and got a service tech to come out. He hooked up a standered cheap chrome book and down a speed test and said your internet is fine and charged me *****. My internet went out later that day . I have prof where Ive ran country cablevision speed test to show theres a problem and also Ive called the **** number while it was acting up and they seen where it was acting up and requested a service tech to come to my house over 3 weeks ago and nobody came out. When I called the **** number they said they see the break in the internet connection. They said if I dont pay the 80 device charge then my internet will be shut off. Ive laid my regular internet which goes up every month and they wont even send another tech out here to fix the problem.

  Business response

  02/14/2022

  When he initially called in with this issue, the ******** Service Supervisor checked his speeds and connection and couldnt find any problem with either. She advised him of the $75.00 service charge if we couldnt find anything wrong.  He agreed to it.  The Technician found that the speed tests the customer had been doing was through an outside app connected to an unknown server that he had downloaded to his phone. We cant guarantee the accuracy of these tests since they were not performed through a service connected to our server.  The test he was doing was done wirelessly on his phone or a connected gaming device.  Both will automatically lower his speed to cut down congestion, so he isnt going to get a reliable test result.  ************** connected his ********* Surface Pro Laptop and used the site that is directly connected to our server.  He also checked the signal with his meter.  Finding no issues, he charged him the service charge.  The customer has since refused to pay the fee.  The customer has continued to call saying his issues are still there.  He is again told of the possibility of a service charge.  He refuses to pay it and cancels the call.  Also,we have not had an increase that would have affected his billing for several years and since he has only been a customer since October 2021, his monthly statement has been the same amount.  We have notified our Manager of this customers complaints but because there is no evidence that he is having any issues from our side, she has advised not to remove this charge.  The customer has been advised of this.  We would suggest that he use the speedtest.com site that he can access from our website and a computer connected to his modem through an ethernet connection to perform his speed tests to get more accurate results. We also feel that if he surveys the number of devices he has connected at any one time, he may see better results as each additional device will take up bandwidth.  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our newly built home on Nov 19. I contacted Country Cablevision Nov 16 and 17 by telephone, left messages and never heard back. I stopped by the office and they were closed due to a COVID exposure. I called again the following week and talked to a very helpful young girl who verified my address and filled out the paperwork to have the fiber manager go to our house and verify it could have fiber cable installed. He has COVID and is the only person in the company that can do this. He will be out of the office for going on three weeks with no idea when he will return. There is no one who can do his job as his proxy? I work from home and need internet access to continue to work. I'm having to go to the public library to work. Country Cablevision is the only game in town so they don't really care how they treat their customers and when they get service to you. They have terrible reviews from lots of customers. I would think a local business like this would want to have exemplary customer service since these folks work and live in the same town. I can't wait months for my internet to get installed and they have no idea when they will get to me. The company needs to figure out a way to continue offering their services to their customers while something like a COVID outbreak happens in their office. Why not try to raise that 2.6 out of 5 ****** review to make folks in the town proud to have you as a local business? I just want my internet service installed so I can start LIVING in my new home. Internet should not be the most difficult service to get started when I have electric, water, gas and sewer. And my neighborhood already has fiber cable installed so it's just getting it from the box on the street to my home. It's not that difficult!! Country Cablevision MUST do better!!!

  Business response

  12/28/2021

  I apologize that no one has responded to this complaint to date.  We have had an outbreak of COVID-19 in our office, and I have been out for the past month.  After checking on the status of getting service to this address, I found that the construction had been completed and this customer's service was installed on December 20, 2021.  It appears that this issue has resolved itself.  If any further information is needed, please let us know.

*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. ↩