ComplaintsforService Electric Cablevision

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service Electric Cablevision charges nearly $180 dollars a month for basic cable and internet. I pay this outrageous amount every month with no real good channels and the WORST internet on the planet. My wife works from home and nobody in the house can be on WiFi if she's working. I tried 7 times to get on ******* and it doesn't work. Something needs to be done. I did all the mundane tasks of unplugging and restarting. NOTHING WORKS!!! This company is awful and needs to be put out of business.

  Business response

  07/25/2023

  July 19, 2023 
  
  Dear ******* *****, 
  

  We received your notification of the complaint from our customer ***** ****. We were unaware that he was having any service issues since he has not contacted us to report any trouble. 
  

  We offer free tech support by phone and also free trouble call visits with our technicians to assist with service issues. 
  

  We have reached out to offer him support via either method listed above. 
  

  Respectfully, 
  **** ********* 
  Office Manager 

• Initial Complaint

  10/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Why is Service Electric forcing me to pay my abusers bill? I have lived in my home for 7+ years and have always had Service Electric because they are the only Internet provider for my area. On 9/19 I filed a *** against my abusive partner and he was removed from my home. I contacted all of my utilities (water, electric, trash) sent them a copy of my *** and they all started a new **** in my name without hesitation, Except for service electric. I contacted them on 9/23 emailed them a copy of the *** as they requested and received no response back. On 10/07 my Internet was disconnected because he canceled it. After calling them and requesting that I just set up service as a new customer in my name they told me I cannot until I pay his past due amount of $147. They are claiming that I am an authorized user on his account. Which is ridiculous because we were never married and the **** was only in his name. If I truly was an authorized user on his account then they should have contacted me before suspending the service which was good through 10/17. I refuse to pay anymore bills of the man whos been abusing myself and our children. I would rather pay more money to set up a new service than pay anymore of his outstanding bills. When I questioned service electric as to why they had not responded back to my email I sent on 09/23 they claimed they never got it, but somehow they received the one I resent on 10/07. Not only does this company expect me to pay his bill they also expect me to call him and discuss it with him. Can someone please explain to Service Electric that a *** requires in no contact between either party. I wish this company was not a monopoly so I could take my business elsewhere.

  Customer response

  10/14/2022

  
    I Submitted a complaint against Service Electric this past weekend complaint # ********. I also emailed their legal department and general store manager. I received a direct response from the legal department and their Director of customer service called me and the issue was resolved.
  
  Thank you,
  ***************************

  Business response

  11/02/2022

  October 19, 2022

  Dear ******* *****: 
  
  *** ******* originally supplied paperwork regarding her domestic situation that was illegible. We requested replacement documents which were received only after the account was disconnected per the account holder's request. 
  

  Since the original complaint, the account in question has been settled and ** ******* has established an account under her name. 
  

  Respectfully, 
  Barb W******** 
  Office Manager 
  

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For 8+weeks, I’ve had issues with my cable. This is the 8th week in a row I’ve called them about it. I have had the technician out twice. ( which is was awesome). But my cable still isn’t fixed. I have video and photos on what is going on. Some issues were fixed, but not all issues. I can be on different channel and it freezes. Like someone hit the pause button. The screen goes all nuts. I called this morning. Not they are telling me if I don’t pay my bill they are going to shut my cable off. Seriously, you want me to pay $150 for something I’ve had issues with for 2 months! I am done messing with them. Technician dates were 8/2 and 8/11 Phone calls were every week. (My phone only saves for so long)

  Business response

  09/20/2022

  September 8, 2022

  Dear ******* *****: 
  
  Service Electric received a copy of *** ****'s "Repair Issues" complaint on September 6, 2022. 
  

  According to our records, on July 14th, 2022, *** **** originally reported specific messages on her television screen "client in bad state" and "loading video" and Service Electric Cablevision immediately began an investigation into the issue. Technicians visited her home on August 3 and August 11, 2022. Service Electric's engineering teams were eventually able to determine that the problem was an issue resulting from an outside vendor and was not unique to *** ****'s address but affected other users with the same brand and model of digital video recorder. 
  

  On August 23, 2022, *** **** called to report another issue of channels tiling and internet interruption. Service Electric Cablevision made 2 more visits on August 26, and September 3 at which time equipment outside of the home and within the neighborhood was replaced. This was determined to be a separate issue from the original. 
  Customer service made a credit in the amount of $95 to *** ****'s account on August 5th as compensation for the issues. 
  

  We have not heard back from *** **** with any further concerns since September 3rd and encourage her to contact us if she needs further assistance. 
  

  Respectfully, 
  

  Barb W******** 
  Office Manager 
  

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service Electric is the worst cable company. We recently moved from Malvern to Douglassville. Service Electric seemed to be the only provider for cable and internet in our new area. I have had nothing but issues with this company for the past 2 months. A couple weeks ago, I canceled my DVR system and wanted a regular cable box, since we don't record anything. I was told they were coming out the one morning to exchange the boxes but no one showed up. When I called, I was told it was in the system for the next day, even though the person on the phone told me something different. Their customer service was extremely rude to me when I called back. I asked if they were going to plug in the new box and she said "well it's a downgrade, so we charge $30 for our technician to do it." Why? They are already going to be there to exchange the boxes. Two weeks later, we went to finally watch cable for the first time with the new box and it didn't work. I spoke with their after hours technical support which was even more useless. We were on the phone for over half an hour, with no result. She said "I work for multiple different companies so I have no idea about your bill or anything with your account." I have been asking to speak to a manager for DAYS, giving me no option but to report to BBB. To this day, no one has called me back. I returned my cable box yesterday. I want a refund for my cable for the past month, since it wasn't even able to be used.

  Business response

  07/01/2022

  June 16, 2022 

  Dear ******* *****, 
  

  ********** **** contacted Service Electric Cablevision May 9, 2022 to confirm the pick-up of her equipment from her front porch. 
  

  Our representative discussed which pieces of equipment should be returned but did make a mistake when quoting the appointment date. 
  

  That evening ********** called our office regarding the missed appointment. A recording shows this call to be cordial on both speaker's parts. 
  

  ********** requested that we arrive 9 AM the following morning for the equipment exchange, and also requested a manager call back. The equipment exchange was completed at that time as scheduled. SECV's installation supervisor called the morning of May 10th and left a message stating if she needed assistance with installation we would be glad to help and also waive related install charges. 
  

  We are currently investigating calls that came into our after-hours service as well as our daytime call center during this period of time to ensure that all procedures and customer support policies are strictly adhered to. 
  

  Our management team has reached out to Jacqueline in response as an effort to satisfy her complaints and enjoy the service she and all of our subscribers deserve. 
  

  We look forward to speaking to her. 
  

  Respectfully, 
  

  Jamie T*****

  Assistant Office Manager 

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a cable company that has been to my home approximately 10 times over the last 6 Months. They installed a cable recording system (****) because a previous system was going obsolete. This system has been nothing but problems. I'm paying for a service that doesn't work! Now this past Friday 10/1 they installed a newer **** system and again today 10/5 is not properly working again. I am fed up! They keep up selling stuff to me and I want my fees refund from the date of install. They refund some but not all

  Business response

  11/12/2021

  Monday, October 18, 2021 
  
  Dear ******* *****: 
  We have performed trouble call visits, at no charge, to the ******** residence seven times in 2021 to address several different issues. 
  Upon each visit our technicians assessed the issue, and made adjustments to the service as well as replaced equipment. 
  We have processed monetary adjustments for the affected portion of service from the date of each call until the technician completed his visit totaling $183.15 to date. 
  On October 15, 2021 we spoke to our customer and offered another appointment in which we would replace their current wireless modem with our hardwired modem and a wireless mesh system (which is the recommended equipment for their **** system) This system offers the home more complete coverage of Wi-Fi signal which the **** system requires. We are also waiving installation charges for this system at a value of $61. 
  The *********s have agreed to try this solution and discuss any further credits after seeing the results. 
  Respectfully, 
  Barb W******** 
  Office Manager 
  

  Customer response

  11/12/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

  
  

  You state in your response that you've waived install fees, but those fees should not be used as a means of compensation because your system does not work! Obviously those multiple installations did not work or you wouldn't have been here 7 times! I took time off of work to meet your techs as well..losing money ..it was also discovered that my account was coded incorrectly by your office staff which caused some of the issues..  Also for you to say the mesh system is what is needed for my **** system is a inaccurate statement because on multiple occasions, while different techs were at my home, they said my internet and modem were fine..this new system you installed is more monthly and there have been multiple times I was without TV for days due to the clerical error and the technical issues. The new system does work better but I still have issues with not recording properly and just will not allow me to watch a recorded show. I have to unplug the box then it works. I expect some additional compensation and a discount on the new system. 

  
  

  Thank you !

  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************
  

  Business response

  12/27/2021

  December 15, 2021 
  
  Dear ******* *****: 
  We visited the ********'s at their home with a no-charge trouble call on October 21, 2021 and assisted by working with our customer regarding making recordings on their new system. 
  November 24, 2021, I reached out to **** ******** to check on the quality of her service at which time she agreed was better. We also came to an agreement regarding an additional credit for her account. 
  At this time, we believe this complaint is resolved. 
  Respectfully, 
  
  Barb W

*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. ↩