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15 Minutes of Fuming
Cablevision Customer Support Story #37

Recently, I noticed that about a month ago, the cable box ( which I started to pay rent for ) is losing its data after midnight. At the strike of 12 if you are watching a show, when you change the channel, you will notice that the channel info displays NO DATA AVAILABLE and you have to go into the IO channel guide to get the new date change. I notice that this info gathering is taking longer and longer to get the new date. From a month ago where it took about 3 minutes, it now takes approximately 8 minutes to get the info.

By the way, you can't watch any TV at this time, either.

Now, as of Mon 6/29/09 and Tue 6/30/09 when I came home at 2:30 PM, I had to get a new date and it took about 20 minutes before the box went into a reboot both days, which took a total of 37 minutes both days to get my TV back. I called and got someone who more or less told me that this was necessary to get the new date and could take up to 15 minutes (REMEMBER - NO TV WATCHING AT THIS TIME) but she didn't have an answer for the re-booting. USELESS !!!!

I can't wait for FIOS to come into Brookhaven as it is so over for cablevision and their despicable anti-customer ways. They have gotten away with this crap for too long and it's time for an investigation into why it's taking so long for Brookhaven to allow FIOS to come into the competition for TV.

- Adam P.

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Cablevision Reflux
Cablevision Customer Support Story #36

I could write a book on my hatred of Cablevision. Every time I call, email, or think about them, my blood pressure rises and all of a sudden I need a Tums.

Since I would time my get-ready-in-the-morning routine to Headline News and then they STOLE IT FROM ME, I got the additional box for my bedroom. Well, they sent me the wrong one first and I had to trek to an office to get the right one.

Now there is a $34.95 installation charge on my bill. For the box. That I haven't even plugged in yet. What the hell.

- Kristin H.

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Triple Trouble
Cablevision Customer Support Story #35

Problem 1:

Shortly after I moved in and had my service (the "triple-play") newly installed, my phone and internet began cutting out. I could hear, but those on the other end couldn't hear me. This problem kept getting worse. Long story short, after being told to unplug and re-plug my modem 100's of times, and after 8 home visits from Cablevision, the problems were "solved"... for a while. It turned out that there was a problem with the wire outside my home, which they missed 7 times. They also gave me two new modems, which obviously didn't help. This took months to resolve, and I'm supposed to have two lines... one for business. Business sucks because my clients can't hear or reach me most of the time. No credit was given for this problem, as they say that not only do you have to ask for it, but since it was sporadic, there's no way to document the time. Even if they could credit be, they can't replace my lost business.

Problem 2:

My modem began acting up again, and one night it stopped completely (no TV, internet, or phone). After spending endless hours on my cell racking up minutes, and after being told that "it will be fixed within 12 hours, sir", it was finally restored... SIX WEEKS LATER. I could have made arrangements for this had I known the severity of the problem, but I waited 12 hours at a time, calling customer "service" each time.

Again, no credit was issued because when I asked the first time (before it was fixed), I was told to wait until after we knew it was fixed. Once we "knew" it was fixed, I was told they had neither any record of my previous request or of any problem or repair!!! I should have been credited over $200, and again, no business phone or internet for SIX WEEKS!!!

Problem 3:

My modem has now begun acting up again, and I know the routine all too well.

Miscellaneous Problems:

They charge for each box that you "rent" (one for every TV), and charge a separate "multi-unit premium fee". I'm getting charged to get charged!!!

If you want to pay by phone, they charge you $5 to take your money. Is there no "cost of doing business" that they'll actually pay for?

If they "soft disconnect" you because you pay an hour late, they charge another $2 to press the "send signal" button on their computer. This is NOT their late fee, which is charged separately.

There's no Fox Business News channel, and that's the only way to hear the neutral, non-fixed, non-Obama-promoted news.

Nobody seems to be competent in this company to do anything that their job descriptions entail. I was originally told this by one of their service people who told me to never do what the ones on the phone recommend. This point was further proven during a recent interview with Cablevision's inept hiring personnel. I figured if I couldn't beat them, then I'd join them and make the easy bucks for a few months (and get everything free from them, saving $1,800/year). I was extremely overqualified for the position, and not only haven't they hired me, but they failed to even send the routine "thanks but no thanks" courtesy email. Typical lazy, ghetto-mentality, nobody-wants-to-work, finger-pointing company. I'm not impressed.

I'm sure there's more, but that's probably plenty off the top of my head for now. Good luck!

- Jason S.

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D-V-Argh!
Cablevision Customer Support Story #34

In addition to Cablevision deleting 15-plus channels from the lineup for those who have no box, they are a bunch of LIARS!!! I called them for a quote on a DVR box since I never had one. They quoted me $9.95 a month. Now I just received my bill and come to find out that the price is actually $9.95 for the service and $6.51 for the rental of the box. I am PISSED!!! When I called their customer service, I was told that if I don't like it I can return the box. NO CONSIDERATION. They admitted I was misinformed, but did nothing. I HATE THEM!!! Why do we allow them to have a monopoly on TV service. I can't get Direct TV because of the density of the woods, and FIOS is not available. Not that Verizon is any better.

- Donna A.

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Less is More
Cablevision Customer Support Story #33

In addition to the channel deletion rip-off, Cablevision jacked up my rate because their so-called "promotion period" ended. I was paying $104 for the triple play deal which actually sucked to begin with. They jacked me up to $140. So now I have 12 fewer channels and I'm paying (significantly) more. Gee isn't that special. Their scam about adding boxes to save "bandwidth space" is total bullshit. They're making hundreds of millions of dollars a month and this is how they treat good paying customers?

Don't you wonder what they're doing with all that extra cash? Certainly not serving their customers. It's a friggin' monopoly, not much we can do unless someone's got the balls to crank up a lawsuit.

- Frank B.

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Boxed In
Cablevision Customer Support Story #32

Every time I look for programs another one is gone. The cable rep claims Cablevision decided not to support analog and therefore I MUST buy a box...oh not buy, that would not give them enough, but rent for $6.75 a month...that is madness...those are channels that were promised to me under basic and premium cable and now they are just gone, because they want more $...Gosh haven't they made enough??? No good bye, no notice, just PAY ME MORE!

Cablevision's mantra: the heck with you, you need me, I can do anything I want, and you have to take it.....just like a third grader...gosh they make me so darn angry!

- Pat P.

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Blackmailed and the Police Won't Help
Cablevision Customer Support Story #31

Please help me. My cable programming has been kidnapped by Cablevision. They are demanding a ransom of over $20/month to add the cable boxes I now need to see what I used to see for free. It's total BS and I am amazed how many suckers believe their reasons for it.

They didn't lower my rate to make up for the 15+ channels they are holding for ransom.

Why won't the cable police help, oh yeah, there are no cable police. They were deregulated out of a job.

Cablevision more than sucks. They redefine the word and take it to a new level.

I'm going over to FIOS. I am spending much of today changing all my e-mails to Gmail in preparation.

- Mark C.

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Cablevision Customer Support Story #30

I am fed up with Cablevision and the audacity they have to cut out programs and charge you the same price. I never received any notice that this was going to happen and I paid my bill for the month of May. So how come I lost 15 channels before the month of May was up?

The first time I got Cablevision, the guy put in a box and it didn’t work so he went to his van and got another one. It worked for about a week and then didn’t work anymore. So I told them I wanted to give up the box and just keep the expanded basic service. Then little by little, they start taking away channels. Then they charge you more money for less. I started having problems with my computer and they told me there was something wrong with my modem. So I returned it (had to wait until I had a weekday off from work). Got a refurbished one and that lasted about a week. Then they did a diagnostic and said I was getting a poor signal. The guy came out to see what was wrong. Well, the guy that installed my wiring for my computer never checked to see if the wiring I had from a previous cable connection from the pole to the house would support Cablevision’s bandwidth. The guy had to install a new line from the pole and told me the original guy got paid by commission and so he didn’t check the wiring to save himself time so he could get to the next customer. What a way to run a business.

I have Verizon for my phone service. I just might call them and see what a total switch to them would involve. But I think that it is time more people step up to the plate and make complaints to the following website http://www.nj.gov/bpu/assistance/complaints/ and see if there is anything that can be done to stop these monsters from literally controlling what we used to get for free (guess I’m giving away my age somewhat). The line that these stations were analog is a bunch of bull. All stations as of June 12 will go digital only. So does Cablevision really expect that all of their customers are dummies and think that as of June 12 we will not be getting any TV stations without their cablebox? I think not.

- Susan C.

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Cablevision Customer Support Story #29

I, too, have been losing channels due to the switch to DTV. What infuriates me is that my bill will basically increase by about $20 in order to get the same service as I had before the 'switch'.

The two most frustrating issues are that Cablevision had put out commercials about the 'switch' saying something along the lines of 'Don't worry about anything on your end, we'll take care of everything on our end'. Well, I am worried about 'my end' because I now need to pay for two additional boxes. What exactly has Cablevision done on their end besides force customers to pay more?

The other frustrating issue is this is not a concern of the government who is forcing the cable companies to go digital. The only people getting any attention in all this are the elderly who still watch TV using antennas. What about paying cable customers who are losing channels? Does anyone know if anything is being done about this? Class action lawsuit!!! Or at least when is Verizon Fios or At&T coming to Stamford. I have had it with this monopoly!

- Kevin B.

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Can Get Family Basic for $29.99 Without Having To Do Triple Play
Cablevision Customer Support Story #28

I called Cablevision's disconnect line and threatened to leave. They said they would reduce my $52 dollar rate to $29.99 with out having to do triple play. I will still have to pay for 3 additional boxes. Just wanted to let everyone know this. Call and get your rate reduced.

If I stay with cablevision and get their $29.99 deal and add on the cost of the cable boxes, and another $5 fee, I will be paying over $58 a month. My old rate with tax was around $55, with no boxes. Still its better than paying over $80 if I had to keep Family Basic at the $52 rate and add on the three boxes to view the channels they took away.

But I have decided to go with Directv. With all their deals I will get over 200 channels, DVR, with DVR service, and 2 extra receivers for $52, per month if I spread all savings over the 24 month contract period. Beat that Cablevision!! I will then threaten to leave them and go with the best deal again after 2 years. Maybe FIOS will be in the area by then. FIOS is rated #1 by consumer reports, Directv is rated #4, and Cablevision is rated #7.

- Stan

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Cablevision Customer Support Story #27

The Digital Revolution is just beginning and not in a good way...

I have Family Cable service from Cablevision and have had the service for nearly 15 years... over time the price has risen from $19.95 to where it is now at $54.70 per month. As the weeks go by they are removing channels that can only be seen with a Digital Cable Box. I have analog televisions without the box, so I lose channels that I continue to pay for month after month.

Is it just me or is there something very very wrong here?

I spoke with a rep on the phone and mentioned the same thing... and all she could offer me was a free Digital Box for a year after that I will have to pay the going rate which is presently $6.51 plus $.24 for a remote per month plus tax. Oh yes this is ONE box for ONE television and I have three! So I have to anti up for two additional Digital boxes today to get the SAME service I have been paying for all along. She also advised me that someday in the not so distant future to receive ANY channels I will need a digital box.

Now again am I crazy or what?

But if someone reduces a service and they don't reduce the bill, are they not actually stealing from me OR creating an exponential rate increase. This action should be illegal! They have a monopoly where I live there is are limited choices both for television and broadband Internet.

They continue to cash my check every month... they no problem with that. And me the poor consumer has little to no choice. Even Basic Cable costs $17.64 a month plus tax and soon I won't even be able to get that without renting a digital box!

I think I will have to put up an antenna with the government subsidized converter box and watch television like the old days and watch network television just like when I was a kid... simplify my life just a little bit.

Let the rest of the world know that difference between a crook and Cablevision is a mask and a gun!

- JB

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Cablevision Customer Support Story #26

I'm so fed up with Cablevision. We have had the Optimum Triple Play for several years and we have three cable boxes in our house. Today I turned on a non-box television and to my DISGUST I am missing many channels! For an additional MONTHLY fee I can now buy another box just so I can watch basic channels like MSNBC, Lifetime, VH1, MTV, We, AMC, ABC Family, History, Disney, Spike, and MTV2.

I'm so disgusted with Cablevision. They are out of control! First, they took away the FREE Voom HD channels and replaced them with premium channels (aka channels that cost extra money), and now this! They are disgusting!!! I hate them and I'm switching to Verizon. I'd like to see Verizon make commercials about how much Cable sucks!

- C

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Cablevision Customer Support Story #25

Here they go again!!!!

Cablevision has now decided to take away service (an additional 13 channels) from it's customers that have only the standard channels and is telling them that it is because they are switching them to digital... As if the other channels that are STILL receiving are not digital. (How can they lie like that and think they will not be called on it?!?!?!)

Anyway, in my home I have two TVs with cableCARDs and a couple that are only old standard TVs with out their awful cable boxes. When I went to my home office and turned on the TV that is usually kept on MSNBC all day, I found the sign "This channel is now available with a digital cable box or CableCARD". I called and was told that they had to move it because it needed to be on digital service. HAHAHAHA!! I work in information security services and when I heard that I just had to call them on it.

They are just looking to get more money from the customers they still have and can't leave. Their service it just the worst of all the providers, period!!! I would have switched a long time ago but where I live I can not cut down trees to get satellite, but help is coming!!! I have had FiOS for my internet and phone (and it has been fantastic, UNBELIEVABLY FAST and truly secure, unlike cable) for some time but TV was not yet available. It will soon be here and I CAN'T wait!!!!

The really funny part of all this is that as soon as it is here Cablevision will lower their prices in my neighborhood. I know this because when FiOS TV got to my friend's place they offered him all sorts of deals to stay...

Cablevision is going down and the day they go under will be a day I celebrate!

- Eric W.

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Cablevision Customer Support Story #24

Ughhhh. I just turned on my TV and ALL of my favorite channels are gone and it's telling me I need a digital cable box or CableCARD to get them back. I HATE CABLEVISION!!!

- Meghan P.

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Cablevision Customer Support Story #23

So I signed up to pay online, so much more convenient than mailing checks, etc. I thought I was past due on my bill so I went to the Cablevision website, signed in, and went to the “Make a one-time payment” window. There it told me I had a balance of $474.23. I thought, hm-m-m, might be a little overdue, but that seems like a lot. Checked my bank website and noted that I had made that payment, 3 days after the billing date of 3/7, on 3/10, check cleared. So I called customer service and asked, “What is my balance?” She said you have a zero balance. Well, I asked, why does the website say I owe money? Oh, that is the last bill amount. But I made that payment, your computer shows it as paid, why when I go to the “MAKE A PAYMENT” page, are you showing that I owe money, clearly I don’t. She kept arguing with my, like this was reasonable, or even rational. I told her this just looks like a setup to get money that is not owed you. She kept trying to explain why, but this is, at the very least, bad web design; at the worst, it is deceitful and dishonest.

- Brian B.

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Cablevision Customer Support Story #22

I woke up this morning and began my morning ritual. I took a shower, got dressed, turned on the TV and I was shocked to find that Cablevision removed at least six channels from the lineup. MSNBC, VH1, ABC Family, The History Channel, MTV, Lifetime, Spike, and - and this one is hard to believe - C-Span were all removed my channel lineup.

How in the world do you justify getting rid of C-Span?

This is the third time in just under a year that Cablevision has trimmed my package and removed channels from their basic lineup in my area. I would love to switch companies, but my only other option is Direct TV or Dish Network.

My bill keeps going up, yet my services keep declining. I am seriously thinking about getting rid of cable all together.

- Randall M.

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Cablevision Customer Support Story #21

I've been a Cablevision subscriber for approximately 4 months now and pay (roughly) $140 per month for their phone, cable (3 boxes) and high speed internet services.

We've had "conversations" with their customer service representatives 6-7 times, had technicians visit our home TWICE had new boxes re-installed, and even had a new box shipped to us directly on a separate occasion.

Despite our repeated efforts to receive the cable service we expect, and pay each month on time to receive, we CONTINUE to experience frequent service disruptions, lengthy delays when changing channels, and disruptive picture quality issues.

We are at the end of our patience with Cablevision. Our last conversation with their "customer service" reps yielded approximately a $7.00 credit for 4 months of ongoing service problems, time we've taken from work and the general annoyance we've experienced.

My wife and I are completely frustrated and at a loss at this point. Unfortunately, we have no other recourse as Verizon FIOS is unavailable in our area, and our development does not allow satellite dishes.

I deeply and sincerely hate CABLEVISION!!!

- Keith G.

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Cablevision Customer Support Story #20

I just cancelled my Cablevision as I've had enough of their daily marketing calls for the Triple Play package.
Considering their programming is lame, I guess I'm joining the many ranks of dissatisfied customers.

- Larry B.

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Cablevision Customer Support Story #19

Cablevision is insane!

The definition of insanity is doing the same thing over and over expecting different results. So it's true! The inmates are running the asylum (Cablevision). I've had "Hum bars", chopped up TV picture, digital artifacts, various levels of sound, loss of signal, no dial-tone, and internet service dropping from time-to-time. These conditions have been occurring for over 2 months. Cablevision sent a repair person at least 4 times already.

As with any signal problem, it is intermittent, however I use TIVO so it is easy to demonstrate the problems since I automatically tape a lot of shows using TIVO's Season Pass. I tape Channels 2, 4, 5, 7, 702, 704, and 705. I can hardly watch most of them because of the reception problems.

Every time I call Cablevision, they force me to join their asylum by repeating everything I already reported to them at least a 1/2 dozen times. Don't they have a "state-of-the-art" service center that has recording and logging of all calls? They should! And of course, I always get the same response; "We will send a technician."

When I tell them that they sent someone a number of times, they then respond with their standard, next response (they must have a list); "We will notify a supervisor to call you." When I tell them you already did that at least twice AND I have the supervisor's personal cell number, they respond: "We don't know who you spoke to. We will notify a supervisor to call you."

To add to the insanity, each time a technician arrives they do the same thing the previous guy did. They:
- Look for loose connections,
- Replace splitters,
- Replace wires and,
- Even replace my cable box, Modem and the wire from the outside of the house to the inside. Nothing helped.

I just called them today to give the information about the neighbors and was told; "We can't put that information on your record. The neighbors have to call in their own problems." I replied: "Isn't this information helpful since the technicians have been blaming the problems on everything inside my house?" "No she replied, I can't put that information on your record."

GUYS, if you are reading this, THE PROBLEM IS OUTSIDE MY HOUSE! GET IT? I'M NOT THE ONLY ONE HAVING THESE PROBLEMS!

The rep then put me on hold, came back and asked what the supervisor that came to my house said. I told her; "The supervisor said he can't figure out what the problem is and that he is going to have a car sit outside my house and monitor my reception from the pole!" She said; "WHAT?"!!!!. I said, "Don't worry, it never happened anyway!" So, here I sit, head in hand, waiting for the next supervisor to arrive. By the time anyone reads this I'll probably be calling Verizon!

Yes, the inmates are truly running the asylum (Cablevision).

- John C.

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Cablevision Customer Support Story #18

For the longest time I kept Cablevision because I didn't want to have a box at each of my televisions. I watch TV on my computer with a tuner card and have a tiny TV in the kitchen - both settings have no room for a regular box. Finally, after buying a nice HD set and seeing the few channels broadcast in HD without requiring a box, I thought I'd look into getting HD service with cable.

Then I decided to shop them against Fios. The price was basically the same for a triple play so I had never considered Fios. But I'm glad I decided to go with Fios. I was a bit nervous about changing, especially getting through the sign up process with Verizon. The customer service people that take the order (if you can reach them through their retarded phone system - it's as if they really don't want you to sign up) are not very smart. But the tech support is superb, once you are set up. (here's a tip - if you want to speak with a live person when you call, make sure you select "tech support" as the reason for your call - if you don't you will only get automated responses. The absolute best part of having Fios is that the programming and the commercials are all broadcast at the same volume and there's not one optimum commercial on Fios (at least that I've noticed in the 3 weeks I've had it.) Those two things alone were worth the switch.

p.s. Verizon was able to offer a very small box (about the size of two cd cases stacked) for the computer and the kitchen... they worked out very nicely.

- Christine E.

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Cablevision Customer Support Story #17

I am very disappointed in my cable service. It seems that they don’t care. All I hear from cablevision is – You’re having problems with your reception, pay me. Your internet is down, pay me. You want a triple play- pay me. Your problem is not our problem. Pay me.

- Sam DS

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Cablevision Customer Support Story #16

Cablevision has opted to drop the FREE Voom network channels. If these were to be replaced by other, good, and free HD channels, it might be worth it to see what happens. However, my understanding from reading posts on the web is that all of these FREE HD channels are to be replaced by PAY channels. Back to Verizon I go.

- Mark K.

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Cablevision Customer Support Story #15

I've had Cablevision now for about 15 years. Always paid my bill on time, never complained about the ridiculous increases in price over the years along with less channels. I technically watch only 6 actual cable channels outside of channels 2-13.

Now here it is, I got laid off from my job. My mother-in-law passes away on Thanksgiving who at the time before she got sick watched our baby for my wife and myself. Now I am home watching the baby because I can't find a job that pays enough for me to work 40 hours and have money left over and not just to pay for daycare. Well obviously cable doesn't care, it's always when can you pay your bill, sir. Can we expect money from you soon. Never mind 15 years of great service by me. I missed 2 payments and they came right over and shut down my Internet and cable.

I'll tell you one thing, when things start picking up for my wife and I - and believe me we are in a lot on finacial trouble (thank you George W!) - I will never go back to Cablevision. They have lost a customer for life. I'd rather have no TV than go crawling back to them. Don't get me wrong, I'm sure DSL or Verizon Fios or any company would have done the same thing. I just think it stinks. Where's the compassion? The banks were certainly crying when they had no money. Then the government bails them out. How about bailing out us, the people. That's all I have to say right now.

- Frank A.

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Cablevision Customer Support Story #14

I truly can’t get anything correct with Cablevision no matter what I try. I signed up for the triple-play in July and received a letter that they had a seasonal rate plan for $24.90 when you are away for a few months; however if you choose this option you lose the triple-play. It seems there is no way to get a reasonable rate with this company. If there was any choice I would drop them in an instant.

- Michael M.

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Cablevision Customer Support Story #13

I share an almost identical story with the previous writer about the triple play deal from Cablevision. (See below.) We've had Cablevision for several years it has not always worked right - would go off and on depending on the weather but overall good enough, and we're also not crazy about Verizon. Our phone bill was getting expensive so we decided to try the "Triple Play" - soooo now not only do the Internet and cable channels go out, so does the phone. After I hold for long periods on my cell phone (using up all my minutes) to call the cable repair line, I get to troubleshoot my own equipment and/or wait, wait, wait before a technician can spend time at my house and still have the same result. I'm not impressed.

- K&J M

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Triple Play = 3 Outs
Cablevision Customer Support Story #12

I've been a customer for over 2 years now, and I originally signed up for the triple play plan. Every once in a while, my phone and Internet would go out, and I'd have to wait for it to be fixed, and get NO CREDIT. Now, it's been over two weeks since I've been w/o phone and Internet service. Cablevision sent someone to fix the problem, and although he spent 3 hours at my apartment, the problem continues!

He promised to have his supervisor come later on the same evening, and I guess he's coming from Mars, because that was two weeks ago, and he has yet to show up. Yesterday I went home to find out that ALL of my services weren't working. I call them and get a complete moron on the line who kept apologizing but could do nothing to remedy my situation. The best part of all is that I gave them my cell number, but they continued calling my home phone that's not working.

My hubby has since taken over the task of communicating with them as I have lost all confidence and patience. So, the long and short of it is, they suck, don't care about their customers that much, and they suck. I'm looking at Fios, but I don't really like Verizon either. I think I'll be visiting Barnes and Noble much more in the near future.

Thanks for listening.

- Reynelle

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Come again?
Cablevision Customer Support Story #11

I have a summer cottage in East Hampton, Long Island. I have Cablevision and I hate them. One of their biggest problems is that you cannot order a pay-per-view event in advance and DVR it to watch when you get home. You have to be at home when the event starts, which is totally ridiculous. I have Time Warner in Manhattan, and you can buy and set the DVR in advance.

But during the weekend of Aug 9th, 2008, I had the WORST experience with Cablevison ever! When I got out to my house Friday night, my Cablevision was out, both cable and Internet. When I called, I was told that they would not be able to get a repairman to my place that night, but they would put me on the schedule for an emergency service call the next day, Saturday, from 10AM-8PM. Keep in mind this is my summer beach house and I am there on weekends only. I waited home all day. I called on regular intervals, at 2PM, then at 5PM, each time I was told that a repairman would be there by 8PM. Finally, at 7:30 in the evening, nobody had arrived, so I called again. I was told that they cannot call dispatch until 15 minutes prior to the end of my time slot. So I called back at 7:45 and the woman said she would call dispatch and get back to me. She called me back at 8:30PM and told me nobody was coming.

I had spent the entire day at home and they didn't even have the decency to inform me that nobody was coming to my house. She was apologetic and she said she had me scheduled for service the next day, Sunday, between 8AM and 11AM. I waited the next morning, and when nobody came by 10:45AM ( I was following their protocol) I called and I was told that there was nothing scheduled for 8-11, but that I had been scheduled for 11AM-2PM. So I waited until 1:45PM, and I called again. This time the supervisor Irena called dispatch and told me that nobody could come by 2PM. Naturally, I told her that I wanted to disconnect my service immediately and get a satellite dish. She begged me to wait and she said she would call me every 30 minutes to keep me updated. But when I asked her if she could guarantee me that somebody would be coming out, she said no.

I immediately canceled Cablevision, and I am having the Dish Network install a satellite dish this weekend.

Thank God!!!!

- GZB

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Going, going, going, going, going, going... gone.
Cablevision Customer Support Story #10

I live in Rockland County and have ultimately been sodomized by Cablevision as well. They took away some really cool channels that are supposed to be part of my package, under the guise of 'if you get a box, the channels are free.' I have six televisions in my home that are hooked up to cable and do not care to pay nearly $40 just in box rentals. I was getting through okay without A&E, Animal Planet, Discovery, QVC, but as of midnight on July 15, the Disney Channel has seemingly disappeared, too, and this is just plain unacceptable. I don't understand how they can say that 'if you pay x-dollars, you will have these channels,' then turn around and say, 'oh, wait, you need to pay x-amount per month per television to have these channels.' Talk about a scam! I have purchased a converter box (no rental fees) which will hopefully solve my problems.

Cablevision be damned! It really does SUCK!!!

Sincerely,

- Maddie C.

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Where's the TLC?
Cablevision Customer Support Story #9

I am in southern Orange County, NY and have the same deal as Bill D.

First they arbitrarily deleted several channels not long after I switched packages, not wanting the boxes. And now we get the letter about losing another 8 channels without the box.

I called to order the boxes, and the salesman tried to talk me into signing up for the phone service too, telling me it would actually be cheaper than what I am paying now, which is about $98 a month with internet access.

Of course, this is a big lie because once they add on for the boxes, and the remotes, and the surcharges etc, I know it will be way higher.

I'm curious if they are yanking the same channels from everyone, as it seems odd that a lot of the ones they've deleted are ones that we watch often. As a conspiracy theorist, I wonder if they monitor your viewing and then yank the channels that you watch most. I wouldn't put it past them.

I have lost TLC, A&E, E!, SciFi, truTV, Animal Planet, Travel and QVC.

Are these the same as others given this ultimatum have lost?

- Donna L.
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Down Nine with Clock Ticking
Cablevision Customer Support Story #8

Many of Cablevision's existing customers in Northern New Jersey presently not subscribing to digital channels received a letter stating they would not be able after May 20, 2008 to receive 9 of their existing channels unless they have a converter box with remote control available only from Cablevision. We do not want an ugly converter box atop each of our three TVs. Also because each of our TVs plays through a stereo set, we do not want to have to use Cablevisions' converter box remote with the single remote we have that operates both the stereo set and the TV. Cablevision admits is converter box remote will not operate a stereo set.

While Cablevision's letter states the converter box is free, only the first converter box is free. Each additional converter box must be rented at $6.50 per month. So if we want to continue to receive the same 9 channels we have been receiving for years on our existing cable ready TVs, we have to pay $13 more per month.

Cablevision says it is part of the conversion to digital. Public service announcements on TV state that people with cable ready analog TVs who presently subscribe to cable will not need a converter box. Yet Cablevision is forcing people to put up with an ugly converter box and two remotes for each TV and is charging for each additional converter box after the first one.

We have registered a complaint with the NJ Board of Public Utilities. I hope other people will do so, too. If many people register a complaint, then we have a chance to fight Cablevision.

For people in New Jersey, the link to register an online complaint is below:

http://www.nj.gov/bpu/assistance/complaints/

- Bill D.

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What's in a Name?
Cablevision Customer Support Story #7

I switched to Directv for the football season and then decided to switch back to cablevision TV. Cablevision told me they would reimburse me (via check) for the Directv Early Termination Fee (ETF) - about $100.

I, very clearly, in English, communicated to Cablevision that the Directv account was in my name and the Cablevision (Internet and Phone) account was in my boyfriend's name. Cablevision said that is not a problem in terms of ETF reimbursement. I then cancelled Directv and switched to Cablevision TV.

It has been 3 months, and 6 phone calls later, and I still have not been reimbursed by Cablevision for the ETF. The first 4 phone calls I was lied to and told the payment had been processed and would be sent to me no later than 6 wks. The last two calls I was told I would not receive reimbursement because Directv was in my name and cablevision was in my bf's name.

The 5th phone call caused be to demand transfer to the cancellation dept, and they "fixed" the problem and promised I would be reimbursed. So, I call today - 6th phone call and was told the payment was being investigated and when I finally insisted on speaking to a supervisor, I was told that I would not be reimbursed because Directv is in my name and Cablevision is in my bf's name. I demanded to be transferred to cancellation dept and am cancelling Cablevision TV to switch back to Directv.

It is called Fraudulent Inducement, and someone should sue them in small claims. In fact, I am considering doing this SOON. I NEVER would have switched to Cablevision if I knew they were not going to reimburse be for Directv ETF.

- M. P.

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Satellite Sweep
Cablevision Customer Support Story #6

I am not a shill for Dish Network or Direct TV, but the answer to the Cablevision problem is really quite simple - get satellite! I have had both Dish and Direct and my personal preference is Direct TV. The cable companies make the case that the signal is dropped due to weather, but I've only ever lost my signal once. All I did to get it back was knock the snow of the dish with a broom. (If possible, have the installer place the dish within broom-reaching distance.)

- P. Tooze

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B, S, P & L
Cablevision Customer Support Story #5

I signed up for the Triple Play on December 31, 2007. The date is now January 27th, almost a month later, and Cablevision has been out 4 times to my house to set the phone up, but every time it's a different installer and it seems like they are starting from scratch each time. I paid to have my old telephone number ported over, from AT&T, and each time a new guy comes out, it's a comedy of errors. They get here, they check with the dispatcher and find that the number has not been ported
over yet. They are now scheduled to come out for the 5th time on January 29th, to port over the number.

According to my research:

1. The installers are independent contractors. This is a tactic that large corporations use now to get out of paying matched social security and other benefits to real 9-5 employees. Professionalism, promptness and communication are not priorities Basically, Cablevision is looking for just a warm body. The independent contractor deals with a Cablevision dispatcher every time there is a problem. The dispatchers may or may not know anything as well and the scenario goes like this: installer calls, the dispatcher seems to go away, putting the installer on hold for long periods of time while "finding information out." Then comes back and says the number has not been ported over, giving no reason or explanation to the installer or me, the customer. They just reschedule and say it will be corrected at the next scheduled date.

2. I make a few calls after the fourth screwup, to see if I could locate the source. I talked to a Tech person: he said that there is an internal division, called "P and L", inside of Cablevision that deals with the porting of numbers from your old telephone company. "Gary" would not give me the telephone number of this area so I could find out what's going on. Apparently, the communication breakdown occurs somewhere between the dispatcher and the person at P and L but I have no way of getting to a P and L person short of driving over to the Cablevision HQ and knocking on a few doors.

I don't have a lot of faith that Cablevision is going to get it right on Tuesday. Anyone have any ideas on how I should follow up with some action? Do I...

...report them to the TV news?

...post a video rant story on YouTube?

...show up at Cablevision with a handheld videocam and try to find P and L people?

...sue them for time lost from work?

...get a class-action lawsuit started? (I guess I would have to find enough unhappy customers and get a good attorney that deals with this corporation.)

- Jesse P.

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Tossing a Splitter
Cablevision Customer Support Story #4

It was bad enough to type "cablevision sucks" in a Google search to see if anyone else is having problems.

We ordered the optimum triple play, and since the day we got it connected, the modem and phone would kind of just stop working from time to time. We had about four technicians come at different times. One of them said it must be the connection at the pole, so we should call again while it's happening to get them here while it's not working. Well, that's impossible considering we don't have cell phones, and our only telephone is the thing that isn't working. We've followed all the troubleshooting instructions ( i.e. unplugging the modem, plugging it back in, unplugging the cable from the wall, etc.) sometimes it works pretty well I guess, but it always seems to crap out several times every day. When we call cablevision, the reps say things like, "there are some problems in your service area, there's nothing we can do" and "did you follow the troubleshooting instructions?" and "we'll send a technician".

Well, today, it hit me. One of the most obvious, overlooked possibilities. The cable wire comes from the wall, then goes into a splitter where one wire goes to the cable box, the other to the modem. I plugged the modem's cable wire directly into the wall, and here we are, working like a charm.

Is that considered user error if the technicians installed it with a splitter, and several technicians have been sent to my house to figure it out and came back with nothing? I'm not so sure about that.

- Jason P.

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Drop and give me three years
Cablevision Customer Support Story #3

My picture would go into a checkerboard pattern and the sound would break up. Cablevision's expert showed up and said my signal was weak since it was being shared with three other attached townhouses. I would need an independent line - a "drop". He schduled it on the spot and said they'd be back after the new line was installed.

About three weeks later, I called again and another Cablevision service person arrived. He said the drop was never made. Turns out, the drop is done by an independent contractor so the service person could only reschedule the drop appointment.

This charade went on and on for three years. Literally, for three years. Today, it finally seems to work. Having a monopoly is great.

- RC Sr.

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Going through the motions
Cablevision Customer Support Story #2

Last year I called Cablevision customer service as my email was not working. (I am quite practiced at this as my online goes out at least once every 10 days.) After a long wait, I explained my situation and stated I had reset the modem no less than 6 times with no results. I was still instructed to reset the modem. When I told the rep I had already done this, he used the term 'humor me' and to do it again.

This is where is gets really typical Cablevision.

I did not move from my seat on the 1st floor and instead narrated a fake trip down the basement stairs to reset the modem. When I told the rep that the modem was off, he told me that's good as he could somehow see my signal go off. Knowing full well this was not the truth, I threw in the line, "Oh wait, there was a light flicker," which he said he could see as well. In reality, I was 20 feet away from the modem and at no time had I turned off the power.

I waited the instructed 10 seconds, told the rep that I had just plugged the modem back in, and then (from memory) told him how the modem was coming back online (green light, first amber ....) narrating the light sequence. When I told him the modem was now full on and polling, he actually stated to me he could see my signal, it was strong but he didn't know why I wasn't getting my email.

He then told me I had to make an appointment for service and the earliest was two weeks away. And, of course, it was according to their convenience. I told him I had a job just like he did, and couldn't accommodate Cablevision's schedule. I went on to explain that I use my email for work and this interruption in service was unacceptable. Nothing he could do, he said, and more blah, blah, blah before I slammed the phone down.

Five minutes later... all my email came flooding back. I wonder if somehow a switch was flipped back on at headquarters after this moron I spoke to called the right person.

- Ips

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5 Things to Do While
Waiting for the Cablevision Repair Guy

Learn Latin.
***
Write your first novel. In binary code.
***
Create sock puppets named "Regis" and "Kelly". Flap hands and babble for hours.*
***
Book vacation travel to Europe. Take vacation.
***
Win the war in Iraq.

* Wait, sorry - this should be found under: "How to get your own daytime talk show while waiting for the Cablevision Repair Guy."

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Squirrelly Response
Cablevision Customer Support Story #1:

I was once told by a Cablevision customer service rep that my loss of cable service
could likely be attributed to squirrels in the service box outside my building.

"C'mon," I said. "Squirrels?"

"Yes, sir," she replied. "They get in there and try to nest this time of year."

Four days later, my cable was restored.
It turned out to be something other than squirrels.

- PH

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