Case Date:

6/11/2002

Mr. Nordloh sent a departmental email to the Public Works Department regarding Insight's recent rate increase. Please refer to the attached email.

Case Date:

6/7/2002

Citizen filed complaint concerning the forced installation of digital services and now is paying 20% more for something she never wanted. Citizen stated she was not told about the rate increase when the digital service was installed.

Case Date:

5/16/2002

Customer called Insight to downgrade from Classic to Basic; her bill read "change of service upgrade $13.95"; cust. called Insight to question bill and was told it was to cover the cost of the tech site visit. Cust. feels she is paying more to pay less; she wanted to downgrade for financial reasons, and instead she paid the cost of a full month of service.

Case Date:

5/14/2002

Ms. Foster sent an email through the COB E-Government web site. Her complaint is to keep her current service, she has to upgrade to digital which includes one premium channel at an additional $2.00 a month charge. She had to wait on the Insight representative to arrive, and buy a new VCR because hers is not compatible with digital. She was happy with her current service, and without the premium channel she would not have had to change. However, Insight has been trying to make it up to her.

Case Date:

5/14/2002

The above address is Mr. Holdeman's daughter residence. Mr. Holdeman called Insight to get a price quote for digital cable. He was quoted $59.95. He received a bill in the amount of approximately $109.00 and was billed for two boxes (@$7.99 each) instead of one. He is upset that he was again quoted one price and billed another. He is also concerned that he was not told that his bill would include sales tax, franchise fees, and other user fees by the customer service representative.

Case Date:

5/13/2002

Mr. Holdeman owns this property. He states that he called Insight to get a price quote for basic cable. He recieved a quote for $11.95 with free installation. After this service was installed, he received a bill for approximately $40.00 which included extended cable. He is upset that he was quoted one price but was billed another which included a service that he did not want.

Case Date:

5/8/2002

Customer is forced to get an analog box to receive cable services; not only is Insight forcing her to rent the box, but Insight has made it very difficult to arrange for the box to be installed. An arrival time for a tech cannot be guaranteed; cust. waited from 8-12 and was then told she had the wrong date. Customer feels Insight is forgetting that she is the customer, and Insight is the service provider.

Case Date:

4/29/2002

His DSL connection runs very slowly, but only after the computer has been on standby or has been off for awhile. He has contacted Insight on several occassions and they have come out and looked at it, but the problem still exists. The browser will often freeze after using it for awhile. He feels that they have been unresponsive to his complaints and have ignored the fact that he is disabled and incapable of doing some of the task that they have asked him to do when they have come to his home.

Case Date:

4/25/2002

customer pays $1.99/mo for a converter box for ea. television in order to receive Showtime/HBO; customer feels this charge is unfair and another way for Insight to make an additional profit

Case Date:

4/8/2002

A Citizen left a voice mail message regarding unburied cable between 2967 & 2959 Ramble Road West. The gentleman who did not leave his name or phone number stated that he has contacted Insight about the unburied cable but has had no response from Insight.