Cablevision is my cable company. They provide me with three services—cable TV, Internet service and telephony, respectively Optimum IO TV, Optimum Online, and Optimum Voice. I was a happy customer, even a fan of Cablevision. They have top-notch, often bleeding edge technology and good technical support. What’s not for a geek like me to like—their billing department!
All the good will they built up over more than twenty years was extinguished by my encounter with their billing department today.
About a month ago I wanted to set up a web server using the hosting service that is included with my premium high-speed broadband Internet service they call Boost. I tried to access the web hosting to no avail. I spoke with three different technical support people over a two week period who all tried their best to help. Finally, Erik hit upon the idea of fixing the problem by rebuilding the account in their database, which he did and it worked, I think. You see, I started my server project when I had a window of available time. Since it took almost two weeks to fix the problem the window closed and I have not had the opportunity to set up the service.
Today I received two bills from Cablevision. I had paid the most recent bill on March 18, 2009 so this was a surprise. Adding further to my surprise was learning that Erik had precipitated a change in my account number and that Cablevision was now billing me for a stub period on the old account and about 40 days on the new account. They had also changed my billing cycle, moving it up from the end of the month to the middle. In effect, Cablevision was asking me to loan them about $100 for a month or more because of the way they fixed the web hosting problem.
I tried to explain this to five customer service representatives in the billing department. Their consistent response was that the billing was correct and they could do nothing to adjust it. They were indifferent to the fact that Cablevision had neither notified me that this would occur, nor gotten my approval. They did not dispute the events. They just were not going to fix this.
I have been a customer of theirs since 1987. I have always paid my bills on time, usually early. This means nothing. Their billing department acts like a bully and there is little I can do but add my voice to all other angry Cablevision customers.
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Hi,
I saw your posting and wanted to add my 2 cents. (For what’s it’s worth in this economy).
I have been having a grand ol’ time with Cablevision’s billing and I want out fast. I have also been a customer for well over a decade and have shelled out thousands of dollars for their services. I see they have a lot of billing issues and when you call to the escalation department you get someone who interrogates you rather than try to fix and resolve the issue. I am currently being charged for a bill from 20 years ago placed in my name by my ex. I want another service but cannot get a dish since I don’t own my house. What to do ? Help !!
I am fed up !! Optimum Voice is so bad and yet they received the JD Power and Associates award for service. Figure that one out.
Are there any tips on what can be done? I have placed a call to corporate and also the Department of Utilities Control… let’s see.
Let me know.
@J Paradis
I sympathize with your problems. I would think that a 20 year-old debt is not collectible. I believe that if Cablevision did not attempt to collect in the interim 20 years their claim has expired.
You might try posting your Cablevision complaint with The Consumerist site.
My own experience with OptimumVoice (OV) is contrary to your comments. I think it is a wonderful, economical service. I have no complaints with OV.
[...] have great customer service (billing area excepted – see: Another angry Cablevision customer.) Their representatives are polite, not easily ruffled, knowledgeable, available 24/7 and [...]