ComplaintsforService Electric Cablevision

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I use this company for internet as they are the supplier in my area that utilizes cable internet. I have been paying over $100/month for service from this provider for years now. My plan is for 350 mbps/download speed and I am getting absolutely terrible speed. Attached, you will see my internet download speed is 2.9 mbps. This isn't even the biggest issue, my internet has constantly been going out multiple times per day and this is just not feasible for me to use internet like this. The connection needs to be consistent for the price I am paying. I have asked for a new router many times and I have yet to receive one. The technical support offers no solutions. I think that they are purposely affecting my internet connection since they have a monopoly on the cable provided internet market in my area since it is semi-rural. Something needs to be done.

  Business response

  08/29/2023

  Looking at the customers account- They emailed office on 2/25/23 in regards to slow internet speeds- Tech support checked the modem and tried calling the customer with the phone# that was provided on the account and left a message for them to call us- we also sent ***** an email ***************@*****.***  asking him to call the office and schedule a time to set up a trouble call and dispatch a tech. We never heard back from the customer. On 08/10/23 ***** called the office because he did not have an internet connection- while we were looking at the customers modem the call either dropped or they hung up- we rebooted the modem from here and was able to see all devices connected to the modem. The last time a trouble call was scheduled for this customer was 3/31/22 and it was cancelled per customer request. Each time the customer made contact with us we did our best to reach back out to them so we can schedule a technician to stop by.  Prior to this complaint I had no idea the customer was still experiencing any issues since we have not heard back from them.

  Customer response

  08/30/2023

  [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]
  
   Complaint: ********
  
  I am rejecting this response because: I sent multiple emails without a response, I work a lot of hours and they change and you've never asked me what day would work for me to get a technician out here. I asked if I could just go to the Northumberland location and swap out my router for a new one without ever getting a response. Like you said I made contact multiple times about slow internet speed and a technician has never checked out my router so I am of course still having internet issues as you can see on the internet speed test I attached. I was actually told today a tech would come out here from 9am-11am and it is now 11:19 at the time of writing this response and the technician never came out. 
  
  Regards,
  
  ***** *********
  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I've contacted this business in which I have never had any connection to personally othr than as a minor watching viewing programs on parents television, to establish services for myself in my own home. When I originally made the call I was informed that I must pay a bill from an ex boyfriend I was with for a brief period of time before I could be considered.I relocated, had a better income source, I decided to contact again. Being informed for the second time I must pay this man's bill before I could establish services. I contacted a lawyer, learned that because I was not legally connected to him, I am not responsible for his debts, I'd like to know why this company feels I am obligated to pay it.

  Business response

  07/12/2023

  ********************* owes two (2) delinquent account balances under HER NAME only, which must be paid before she can establish new service with Service Electric Cablevision, Inc (SECV).  First delinquent account is **************** from ***************************************************Lewisburg, PA ***** with a balance of $605.50 + $151.38 collection fees and $100 for SECV equipment, which totals $856.88.  Second delinquent account is **************** from ************************************* Sunbury, PA********* with a balance of $315.81 + $78.96 collection fees = $394.77.  The grand total due to SECV for past due delinquent accounts is $1,251.65.  Again, both accounts are in her name only and must be paid.  She was previously associated with another party, but she is not required to pay those balances.

  Once she pays the $1,251.65 to SECV, we will be happy to provide her with our services.  Again, both delinquent accounts are under ********************* only, no one else and must be paid.

  If you need anything additional, please feek free to contact me at ************************* and/or ************

  Thank you,

  *********************************, Office Manage

  Service Electric Cablevision

• Initial Complaint

  06/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Office manager attaching someone else's previous bills to my name and refusing service to me unless I pay there bills.

  Business response

  06/19/2023

  To whom it may concern,

    The issue was re-evaluated by the assistant office manager and the general manager, and the decision was made to go ahead and allow ************************* to have service installed at her new address. She is not being held responsible in paying off a previous customers balance under ***** ******* account.

  Thank you 

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

  Customer response

  06/20/2023

  [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. 
  
  Regards,
  
  *************************

  It ha s been a pleasure working with new manager of the office and make experience completely different then in the past

• Initial Complaint

  12/20/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I applied for the affordable connectivity program and was approved. Service Electric is denying me the new price stating they didn't receive the confirmation. I was told by the *** when I called that service electric does indeed have all the information they need to give me the discount. When I told service electric customer ********************** that they can call *** for further information as told to me by the ***, service electric customer service said they won't do that and I would just have to wait or reapply again. Basically, service electric doesn't care to help me. I spoke to two separate customer service employees. One said reapply the other said it could take two months. Neither make sense when the company(***) that gives the discount said they can be contacted to sort out any issues.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Service Electric Cable Vision mid August 2022, to make them aware that I was having trouble with my internet connection being unsecure/hacked. They recommended that it sounded like my modem/router may need to be replaced but since we currently had our own privately purchased modem, their technicians wouldnt be able to service a problem with it. They recommended installing a new modem and if it would be one from their business, a technician would be able to better serve us if a problem would still occur. Having already gone through 7 cell phones being hacked since january, I also decided to have a phone landline installed at the same time on August 23rd when they could install a new Internet Modem System. Not even 10 days later, I reported to them that an unknown device showed up on our new Plume Monitoring System/Modem, not once, but multiple times. A week later I emailed them to report that we were locked out of our ***** Monitoring System/Modem App due to the email address being hacked, which was only accessed 3 times (once by their tech, once by my fiance, once by me - in order to access the ***** App). Whomever was using that Unknown Device most likely changed the password and now we could no longer even access the email account. The only advice that Service Electric has been able to give me is to contact a ****************** in another town, which now state that they no longer do in-home repairs. My brother, who lives in a different household has also been affected by my affliction/hacker and his Internet provider, ******** diagnosed his Modem over the phone and is replacing it for free. I have copies of the IP address/Internet Provider/devices, etc of whom I suspect my hacker is. However, getting my local police to take me seriously has been more than a struggle. I have printed out proof of my IP address being STATIC (when even Service Electric stated it shouldn't be) but they wont do anything to correct it. This preferably needs fixed.

  Business response

  10/18/2022

  
  Dear *** *******:
  
  ***** sent a survey on 8/23 about being hacked- we immediately reached out to her – ***** said she was interested in trying a different modem but her boyfriend did not want to do so. Instead he wanted to reboot and change all passwords first. The TSR did go over modem options with her. Including leasing and purchasing one from us and providing her own. She currently owned her modem/router. That she purchased elsewhere on her own. By the end of the call the ***** decided to go with purchasing an SECV modem from us and renting 2 ***** pods (in place of her router). She does not have a static ip-  it is dynamic- generally resetting the modem or clearing out the ip that is showing will not change it until the lease runs out. We tried deactivating the ip to the modem but it did not work. Swapping the modem will pull a new ip which is what happened when we went out the very next day on 8/24. We installed a new modem and plumes along with phone service that she requested. 
  
  The ******** ***** app that she needed to download to her cell phone provides her with GUARD. It filters out suspicious activity and even automatically quarantines devices that are behaving strangely. It also includes built in ad blocking for overall smoother surfing. It details every threat it blocks from hitting their devices, with active threat protection against crypto-mining, ransomware, malware, viruses, botnets, phising attacks and more. User profiles let you set parameters for content and page access. She is able to check the app and see if it logged an suspicious activity. 
  
  On 9/1 she emailed the office again stating that she is having issues with her cell phone- she said whenever she has her phone near the house – that whoever is hacking her is able to do this through her phone using various apps- usually through her voicemail-********-and ******* app and her gmail email account. She plans on replacing her cel phone. Her boyfriend said that he is not seeing any odd activity listed on the ***** app. She then had some questions with billing which was explained to her – as far as the charge for the modem purchase and ***** rental and the ACP program. 
  
  On 9/9 we received another survey from ******- she replaced her cell phone and things seemed to be working properly, until she noticed on the ***** app a device that she did not recognize. ***** laptop – she was able to freeze it on the app but then a new Linux device popped up again and she froze that also and unplugged the 2nd ***** pod since that was the pod the device kept connecting to. The TSR saw that the devices connected at 2 & 3 am. Explained that maybe they are getting through using her ***** account or it may be someone she knows that she gave her password and SSID to connect and use the wifi. We explained that we are not able to further assist her on our end – that we exhausted all our efforts and referred her to an IT company like ******-also gave her their phone# to contact. Hopefully they would be able to better assist her in this issue wince it is ongoing with her devices. She explained that she tried contacting the police and they would not even take a statement from her. 
  
  On 9/26- ****** called office with new email address to use- we updated the information on her ***** app and sent her a link to that email address to log in and change her password for ******** and SSID password. 
  
  On 10/7 she emailed office again frustrated that ****** was not able to help her- she is saying she is showing more usage than normal and thinks she is hacked again. She has been communicating with the same TSR since the beginning of all of this and our TSR has apologized numerous times for ****** not assisting her and not getting anything resolved- she suggested possibly trying another IT company- other than that there was not much else SECV could do to help her. We provide the internet service and maintain the lines and our equipment. We are not able to assist in security/virus issues. I do believe the TSR did go above and beyond in assisting Jennie with her issues and trying to get a resolution for this customers ongoing issue. But ultimately it is something on her end.
  
  If you need anything additional, please do not hesitate to contact me.
  
  Thank you,
  Holly ** K********* – ****************@secv.com 
  Office Manager
  SECV
  

  Customer response

  10/20/2022

  [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]
  
   Complaint: ********
  
  I am rejecting this response because:there are many statements made in this reply that are false.  In this whole situation I have been very careful NOT to give out any passwords or information of my modem or accounts.  Back when I originally complained of my cell phone/internet service being hacked I didnt even understand the difference between a Static or Dynamic IP address, so I wouldnt have even mentioned it then.  It wasnt until about three weeks ago, or whenever the last time it was that I spoke with the receptionist on the phone that I mentioned looking up my own IP address and it showing that it was a static IP - in which she commented "I dont know how you know that, because I dont even see that information¨.  When I stated that I was finally able to find the IP address of who I have suspected has been hacking into our online wi-fi by having an email that allows you to see log-in IP addresses of every sign-in and sign-out, she also stated that ¨Well, my email doesnt show that information¨ and I replied that typical email doesnt show that info, but unfortunately since NO ONE seems to want to help me, I found some solutions to search things for myself.  She even stated that it shouldnt be showing up as a Static IP but yet it does and they dont see this as a problem.  To me, thats the obvious sign that another person has administration rights over your modem, and I? not even a tech expert.  So even with having all of this information - a repetative unkown ***** laptop, ****** *, IP address located in the Shenadoah, PA area, and the fact that my home IP address is showing up as an EDUCATIONAL Static IP address - Service Electric still remains to act like they know nothing about my internet service.  Not to mention, that I we cant access normal websites like *******, my bank, *******, Indeed, or practically anything remotely retail.  Even though when I initially contacted them, they stated they could typically help me by sending a technician out to look at the modem and plume app, if THAT was what I had, but since I originally had my own store bought modem and router, that couldnt be done.  Now that I bought a modem from them, it still cant be done.  When I call their technical service thru *********** it just rings and rings for over 20 minutes at a time.  I am able to reach a customer service rep who cannot help me and then transfers me to a technical rep, in which I never get anyone.  Pardon me, if I dont always respond to an email right away, as I can only get to the library on certain days when they are open after I get off of work.  They may not take my problem seriously, but when you have lost the very last pictures of your father before he passed away, medical documentation, over 13 years of journal writing that you kept online and have now lost all access to because you have INDEED been hacked and you have proof of every closed account (twenty plus) then maybe customer service will step up, instead of taking this as me being a careless person just downloading an app with a virus or sharing a password.  I can guarantee that was definately not the case and I was appalled to read that. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i been having issues with my internet speed connection through SECV ...i have contacted them now this is the second time about the issue. The first time they were going send a tech out to fix the problem ... somehow my internet speed corrected itself a day before the tech was due to show up ... yet they claimed nothing was wrong on their end ... and again i am having problems .. they are sending a tech out thursday the 27th ... again they tell me which sorta sounds threatening in a sense ... "if we dont find anything wrong on our end, We will charge you 35 dollars for a service call" ... which constantly bringing that up ... almost sounds like intimidation to the customer make them not want anyone to come out ... in fear of having to pay the 35 bucks. i mean it does sound fishy that all of a sudden before their tech is due to come out ... the speed corrects itself.... with this emergency broadband benefit sounds like they are trying to find a way to make extra money .. by screwing with their customers.

  Business response

  01/27/2022

  ***** *****

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

  Sunbury PA  *****

  *** ***** states that he 1st called SECV for an internet issue and scheduled for a technician to come to his residence and then the issue corrected itself before having the technician come out.  This is certainly possible.  There are many issues that can cause internet services to go down, at any time.  The cold weather being one of them.  These issues can often correct themselves, therefore, not needing a service call.  Apparently, the issue continued and he called our office again.  When any customer calls in with an internet issue, our TSR's work with the customer to try to determine the problem and find a solution.  *** ***** has his own modem.  Therefore, SECV cannot perform any firmware upgrades to his modem, since the equipment is not ours.  After performing all the normal testing, we found no issues on our part.  He was then "informed" not "threatened" that if the issue is with his own modem, there would be a $35 trip fee. If there is no issue with anything on his end, he will not be charged.  We will not know this until the technician actually gets to the residence.  However, we must notify the customer in advance about the possible trip charge.  Being enrolled in the EBB program has absolutely no bearing on any trip charge.  The trip charge is applied when a technician is dispatched to a residence and the issue causing the problem is due to the customer's own equipment or anything on their end that resulted in the problem that was no fault of SECV. 

  Customer response

  01/27/2022

  [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]
  
   Complaint: ********
  
  I am rejecting this response because:  ... Ok i could almost see your point about it clearing itself up .. one time maybe but starts sounding a little fishy when it happens the same way twice ... and as they were told ... my modem is up to date and it wouldnt make sense on my end ... for a few days or so my modem holding speed when i run their test .... then randomly dropping until i call them ... when they claim nothing is wrong ... SECV's logic doesnt make any sense either ... and as for updates to my modem i check the manufacturer website and yes it is on their part to make sure my modem receives updates.  I dont know what is going on with SECV .... but things are starting to look fishy ... and their so called upgrades or updates .... obviously arent working or arent worth the money they are spending on them. 
  
  Regards,
  
  ***** ***** 
  

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