• Report: #378615

Complaint Review: Insight Communications

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  • Submitted: Mon, October 06, 2008
  • Updated: Thu, May 21, 2009

  • Reported By:Louisville Kentucky
Insight Communications
www.insightcom.com Louisville, Kentucky U.S.A.
  • Phone: 502-3574400
  • Web:
  • Category: Cable TV

Insight Communications No phone service Louisville Kentucky

*UPDATE EX-employee responds: Rudeness not right, You were given incorrect information from the begininning

*UPDATE EX-employee responds: Rudeness not right, You were given incorrect information from the begininning

*UPDATE EX-employee responds: Rudeness not right, You were given incorrect information from the begininning

*UPDATE EX-employee responds: Rudeness not right, You were given incorrect information from the begininning

*UPDATE EX-employee responds: possible explanation

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We moved our business out of our home and into a commercial building. So we needed to get new residential service at the house. I tried Insight's Triple play, with the cable, phone, and internet.

The appointment was scheduled and I sat and waited, they were to be at the house between 11:30 and 2:30. He showed up at 3:30. He was there for the next 4 hours, which made no sense, since we already had cable service, including the box for the extra channels. He was rude and called back to the office when he thought I could not hear and made disparaging remarks about having to do this job and wanting to be off. He was a contractor. I am pretty laid back, but he had me so mad, I almost asked him to leave. I called my husband to relieve me.

When he left, the phone did work, but my security system did not. So I had to pay a service call to Care Security to have them fix it. Then the phone went out. It was off about a month, which means no security system. It came back on only after 3 visits from various technicians. And the associated service charge fees. During the 5 months that we subscribed, we had service about 2.

One night our cable was out. I thought I had missed a payment and just paid via my cell phone (home phone didn't work). Only to see the invoice later that I was being billed $275 for the tv box.

Then I called them, because on that invoice was only phone service. I asked why, and she said I never had the cable service. I said, I have cable service. She assured me I didn't. Hmmmmm.....I told her I watch Court TV every night, I DO have cable service. She again said I didn't. Then I said, ok, whatever, let's just get it all fixed, the bill, the service, everything. A tech was supposed to be there between 11:30-2:30 and low and behold, here we are at 4:00, they are calling me asking where I am. My husband rushed over (about a 10 minute ride) and the tech said he would have to come back. He'd be back in an hour. So my husband waited, and waited and waited. It has been a month and they have never called or returned.

Then about 2 weeks ago, (2 weeks later) a man knocks at our door at 8pm (it's pretty dark already) on a Saturday night asking for money or my cable box. I told him that I have already paid for the cable box back in June (this is late Sept). He said that no I didn't and was quite rude. We tried to explain the issue, but he was trying to collect, I guess he gets a fee per box. So 3 days later, my service is completely disconnected. The tech said that we had called to disconnect, as we moved....hmmm. Now the bill has a charge of $150 for the internet/phone box. At this point, when I turn in my boxes, (which I will!) they will owe me about $300.

As of today, I have no phone, cable and most importantly, no security service, because we have no phone. They have admitted that there were problems with the phones, as they are new in that market. But actually, they have problems with customer service, techs, billing...etc.

For straight cable service, I think they are ok. For internet, I can't speak since I never logged onto the internet at home (we work so much by the time I get home at night, I have no desire to log on). For phone, DON'T DO IT. One of my advertising reps had been without phone service for which she was paying, from Dec through May. She told me the day AFTER I had it installed.

I really only needed the phone for the security system. So I paid for a variety of services that I didn't receive either directly or indirectly due to Insight's failure to perform a paid service.

Home with no phone
Louisville, Kentucky
U.S.A.

This report was posted on Ripoff Report on 10/06/2008 06:18 AM and is a permanent record located here: http://www.ripoffreport.com/r/Insight-Communications/Louisville-Kentucky/Insight-Communications-No-phone-service-Louisville-Kentucky-378615. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

Rudeness not right, You were given incorrect information from the begininning

AUTHOR: Meghenelizabeth - (U.S.A.)

I used to work for the Insight NOC office in Louisville, Ky. Number 1 I do want to apologize for the lateness, rudeness, and lack of knowledge of the employees you were in contact with. One of my jobs was to go over the work orders for NEW Business Telephone Customers. One of the main things we ask is if the customer has a security system, because if so we need the Security System Company to be at the site while we install the phone. You should have been asked that from the get go. As for the cable I do not know because I only worked with Insight Business Phone Systems up to 8 lines.
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#2 UPDATE EX-employee responds

Rudeness not right, You were given incorrect information from the begininning

AUTHOR: Meghenelizabeth - (U.S.A.)

I used to work for the Insight NOC office in Louisville, Ky. Number 1 I do want to apologize for the lateness, rudeness, and lack of knowledge of the employees you were in contact with. One of my jobs was to go over the work orders for NEW Business Telephone Customers. One of the main things we ask is if the customer has a security system, because if so we need the Security System Company to be at the site while we install the phone. You should have been asked that from the get go. As for the cable I do not know because I only worked with Insight Business Phone Systems up to 8 lines.
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#3 UPDATE EX-employee responds

Rudeness not right, You were given incorrect information from the begininning

AUTHOR: Meghenelizabeth - (U.S.A.)

I used to work for the Insight NOC office in Louisville, Ky. Number 1 I do want to apologize for the lateness, rudeness, and lack of knowledge of the employees you were in contact with. One of my jobs was to go over the work orders for NEW Business Telephone Customers. One of the main things we ask is if the customer has a security system, because if so we need the Security System Company to be at the site while we install the phone. You should have been asked that from the get go. As for the cable I do not know because I only worked with Insight Business Phone Systems up to 8 lines.
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#4 UPDATE EX-employee responds

Rudeness not right, You were given incorrect information from the begininning

AUTHOR: Meghenelizabeth - (U.S.A.)

I used to work for the Insight NOC office in Louisville, Ky. Number 1 I do want to apologize for the lateness, rudeness, and lack of knowledge of the employees you were in contact with. One of my jobs was to go over the work orders for NEW Business Telephone Customers. One of the main things we ask is if the customer has a security system, because if so we need the Security System Company to be at the site while we install the phone. You should have been asked that from the get go. As for the cable I do not know because I only worked with Insight Business Phone Systems up to 8 lines.
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#5 UPDATE EX-employee responds

possible explanation

AUTHOR: Unhappyrenter2009 - (U.S.A.)

I used to work for Insight in Ohio 8 years ago. That is when the telephony was just starting in this market. There is no excuse for the lateness of the technicians or the rudeness of the collector; however, there may be a reason for the telephone problems. 8 years ago when i worked there, they told us that most security systems that require a phone line will NOT work with the digital phone service that cable can provide. That would explain why when the cable man installed the digital phone service your security system stopped working and when the security system was hooked back up, the phone system stopped working.

One thing i noticed that you mentioned that you moved your internet and phone service out to your office building. Did you have insight for that? If so maybe when you moved it, someone misunderstood and thought you wanted to transfer your service which would cancel it at your home location.

I've had cable phone service with Insight, Time Warner and WOW and i do not really notice a difference in any of them. They all work fine. I thinik you went through a bad experience and Im sorry for that.
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