Homeowner says Beachwood cable company owes her a refund for line mix-up

Homeowner says Beachwood cable company owes her a refund for line mix-up

Member Complaint

I contracted with Time Warner Cable of Beachwood, Ohio, for cable service. I requested a service call when the crummy signal kept constantly freezing and pixelating. I originally called them to have a tech fix my poor signal issues. This was an ongoing issue for the last year, during which time I spent hours upon hours on the phone with techs.

Of course, they were unable to resolve the issue, because the boxes I had for my TVs were over 10 years old. I made arrangements for the company to install updated boxes. However, when the tech arrived, he didn’t install the two boxes because he said he had no more boxes his truck. He asked where the cable came into the home and told me he’d check to make sure the connections were tight.

He went into the attic and when he came down, he told me he disconnected the lines that went into my bedrooms. I told him I didn’t want him to do that, but he stated that was the problem and he said he would not reconnect them. He told me if I got a TV for those rooms, they’d come reconnect them. This did not fix the problem, and I wouldn’t have let him in the attic if I knew he was going to disconnect the lines I paid to have installed.

I called the next day and set up another appointment for the new boxes. When the tech came, he didn’t reconnect the lines either, saying he couldn’t do it since he wasn’t the one who disconnected them. He said the other tech should’ve reconnected them.

The new boxes solved the problems I was having. I just bought two televisions for those rooms and called them to reconnect the lines, but they told me they’d charge me a $40 installation fee. I want a $40 refund and I want the cable lines I already paid for to be reconnected.

Catherine DiSantis, Mentor, Ohio

Status

Penalty Box

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