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My modem disconnects for no reason, taking down my internet and two phone lines. Sometimes, it reconnects on its own. Sometimes I must reset it by disconnecting and reconnecting both the power and cable. When the modem goes down, the power and downstream lights remain steady while the upstream light flashes. All other lights go out. The modem was a Motorolla SurfBoard model that was several years old. On 03-Dec-2012, I went through the troubleshooting process and was sent over to the Service Dept. I made an appointment for 04-Dec. The tech replaced the first splitter, which has its high output leg going to the modem. Afterward, he said all the modem's readings were nomial. Fifteen minutes after the tech left(at 11:10 AM)the modem disconnected. A different tech came on 05-Dec. He said the modem's readings were way off and replaced the modem with an Arris TM822. Afterward, he said all the modem's readings were nominal. On 06-Dec, the new modem disconnected at 11:15 AM. On 07-Dec, a third tech came out. He said everything was fine and that he would refer the matter to the Field Dept. I asked if I would be conntacted. The tech said no. I asked how I would know if the problem had been found. The tech said the modem would I would know if the modem does not disconnect again. I asked if there was someone I could call. The tech said no. On 10-Dec, the modem diconnected again at 1:40 PM. This time the service rep put me through to Steve in Tech Support. Steve was the first person I have spoken with who seemed to know what he was doing. He said he could see a transmit problem from his end. He set up a fourth appointment for 11-Dec between 8:00 and 11:00 AM with (hopefully) more experienced tech personnel who will be able to address the transmit problem. We ended our call before Steve could receive a confirmation for the 11-Dec call from lead personnel, but he had high confidence. We will see...


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