CableONE Denies Using Credit Scores to Provide Worse Service

A few weeks ago we wrote about how Cable One CEO Thomas Might recently crowed that his company had implemented a system that managed to deliver worse customer service to customers with low credit scores. According to Might, the company had developed a "very rigorous FICI credit scoring process" on its video customers since 2013 that involves somehow flagging the accounts so that company support representatives don't spend as much time on support with those users as they otherwise would.

"We don't turn people away," Might said, but he added that the cable company's support staff isn't going to "spend 15 minutes setting up an iPhone app" for a lower-value customer.

Not too surprisingly, the idea that a cable company would discriminate and actively lower customer service quality based on credit score turned some heads at the FCC, which is busy contemplating new privacy rules to protect broadband customers from behavior just like this. As such, CableONE has apparently written to the FCC to try and explain Might's comments.

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