Complaints

This profile includes complaints for White County Cable TV's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  White County Cable TV

  1927 Beebe-Capps Expressway Searcy, AR 72143

• 

  White County Cable TV

  PO Box 340 Searcy, AR 72145-0340

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The internet and streaming services are continually offline. They do not provide ways to report outages. Will not answer their phones. I’m repeatedly without service but they are never without my payments to them.

  Business Response

  Date: 11/20/2024

  I apologize for any trouble you may have had contacting us. I do see that you initiated a click to chat with one of our agents on 11/17.  While the agent was attempting to trouble shoot the chat went quiet with no reply, so it was closed. We understand how important it is in today's world to have reliable internet services  I have had my plant manager review your service levels and we can't see where your internet services have been offline. My plant manager has called and left you a voicemail and tried to reach out again today and unfortunately hasn't been able get ahold of you. We would be happy to schedule for a tech out to come out to your home.  The tech would be able to check the levels at your home as well as look at your customer owned modem that you have on the account and make sure nothing is going on with that. Please reach out to us on via phone, email, click to chat, Facebook messenger or visit us at our local office and we would be happy to get any issues you may have resolved. 

  ***** ******* 

  ***************                                                                                                                                                                                                                                                                                                                                                                **** ** ***** ***** *****                                                                                                                                                                                                                                                                                                                                       Searcy, AR 72143                                                                                                                                                                                                                                                                                                                                         *****************

  Customer Answer

  Date: 11/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The only reason that I am rejecting your reponse is because despite what your business says, my service was offline.  I did initiate a chat session and yes, I did leave the chat session.  I left it because I FINALLY (after over an hour on hold)  had gotten a young lady on the phone who confirmed that yes, I was part of an outage. The individual in the chat session was telling me something that I knew to be untrue as I had already done troubleshooting on the modem that I own prior to even attempting to reach out to your company.  I KNOW my service was offline for at least 3 hours that I am aware of. I do appreciate that your plant manager has reached out to me by phone. Please understand, I was at work when his call came in and I am not at liberty to take personal calls. Besides, I honestly did not feel a conversation would be productive as I KNOW it was offline but I kept getting told it was not. I did not appreciate being told two different things regarding whether or not I was part of an outage. I felt I was being lied to and that is what got the complaint filed.   There is no need to send a technician as whatever was going on from your company's end is resolved...for the moment.
  
  
   ****** *******

• Initial Complaint

  Date:12/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a resident on the west side of Searcy, my limited options for internet service provider led me to subscribe to White County Cable. Given my profession in the IT industry and remote work situation, a stable and high-speed internet connection was paramount to my productivity. However, I was frequently plagued by network disconnections, underwhelming download and upload speeds, and service outages that necessitated my reliance on my mobile phone's hotspot. Fortunately, my power company, Connect2First, eventually extended their internet services to my area, providing me with a dependable 1-gigabit connection.
  
  Despite having terminated my subscription with White County Cable for a period of two years, I received a payment demand letter from them. Upon contacting the company, I was informed that I had no outstanding balances with them. Regrettably, a collection agency has now approached me to remit payment alongside late fees. Should this matter remain unresolved, I am compelled to leave a negative review of the company. Such proceedings are vexatious and unwarranted.
  
  Update: 05/30/23
  I regret to inform White County Cable that I am unable to uphold my commitment to their services. The decision stems from the unfortunate unreliability of their service, which poses a significant challenge to the demands of my job, necessitating a consistent and dependable internet connection.
  
  Furthermore, I feel compelled to mention that current Google reviews of White County Cable will provide potential customers with insights into the nature and reputation of the company.
  
  They claimed there are no records of my complaints about the service, which is untrue. A quick look at their reviews reveals that I was not the only one expressing dissatisfaction with their service or the lack thereof.

  Business Response

  Date: 12/11/2023

  As a internet provider
  we understand the importance of reliable internet services and apologize if Mr.
  ****** feels his concerns weren't addressed. We're only showing two requested
  service calls for this address. One of the service calls show that it was
  cancelled by the customer and the other was cancelled due to the outage in the
  area being cleared. The balance on this account is from the Early Termination
  Fee that was charged to account for terminating before the contract expired. We
  do offer a no contract price to our subscribers however it would have been at
  retail rates and this sub would have been paying a higher rate. This account
  had a 12 month contract when the services were installed and then agreed to
  another 12 month contract on 02/28/22. The sub had a credit balance of $5.24
  and ETF does not charge to the account until 30 days after the disconnect is
  completed which was $209.85 and therefore left a balance of $204.61. Once
  an account goes to our collections agency we're charged a 26 percent collection
  fee which brings the balance to $257.81. I am willing to waive the collection
  fee of $53.20 that we pay our collections agency as well as a $25.00 good will
  credit towards the remaining balance on this account. The sub would just need to
  pay $179.61 to clear up the balance. 

  Customer Answer

  Date: 12/12/2023

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

  I've submitted over two tickets with White County Cable. If there's no record, please review your ticket process. Despite numerous outage calls, I'm repeatedly told it's on my end for not using their router. With 20 years in IT, supporting Unity Health clinics statewide, I know my equipment. Frustration peaks working remotely with unstable internet, impacting my job. I committed for another year when the service was fine, but unmet promises lead me to consider alternatives. There are numerous Google reviews that echo these same concerns. It's not about money but a company failing its contract. I'd gladly remove the bad review if White County Cable addresses the service lapse appropriately and wipes the $204 that is currently on my credit report.
  
  
  
  Sincerely,
  
  
  
  ***** ******