Armstrong Cable Services

Armstrong in rancid in every regard. I wish I could give zero stars, unfortunately I am tragically required to leave at least one. The internet is horrible for what I pay, there is no way to move the router to a more convenient space since they have the cable bolted to the wall, and their billing policies are insipid. I missed a payment by a few days and they blasted me with a late fee that was substantially higher than my actual bill, in addition to the bill. My $45.90 bill was over $99 with the late fee. I went through their billing policies, and there is no set rate for late fee per day late or anything. Page 15 of their terms of service reads, "Any late fee or other fee, charge, or assessment that Armstrong may impose due to your failure to pay Your bill in a timely manner is liquidated damages intended to be a reasonable estimate of Armstrong's costs resulting from late payments or non-payments," which means "we can charge you whatever we damn well please." Wow I wish I could switch to quite literally any other internet service provider.

I have dealt with awful local cable and internet companies in the past, but Armstrong takes the cake. I will be investigating every possible option to take my business elsewhere, but I believe that they have a full monopoly over my apartment complex. So much for the free market, unreal.

Ever since I've had Armstrong here in Meadville, PA..I've had nothing but troubles. Almost EVERY DAY something is not working properly. Either my internet loses connection up to 5 times a day, or on my television there is no picture/channels. I'm really fed up with Armstrong's poor service. I pay a hefty price for this service and I deserve better for all that money., I think I'll check out Windstream.

this company SUCKS

So just had them out to fix my internet from going off and on constantly yet it's still doing it these people and the company sucks Armstrong is horrible and their prices are outrageous for such crappy service

We are in receipt of your letter dated March 18, 2015, regarding the informal complaint filed by [redacted] ***Armstrong has had the opportunity to investigate this Complaint and offers the following information.Armstrong first became aware of speed issues in Mr***’s area at the end of September On October 13, 2014, we received our first complaint of speed issues from Mr*** Armstrong immediately began working on a resolution to the problem Ultimately it was determined that Mr [redacted] was utilizing a VPN server which was the cause of the delayed speed Since the VPN server was disconnected we have confirmed that Mr***’s service is running at 98% of the subscribed speed and the issue is therefore resolved.Armstrong credited Mr***’s account $in February to compensate him for his inconvenience In addition, when Mr [redacted] requested a refund, Armstrong offered him an additional $200.00, which he refused Armstrong encourages Mr [redacted] to contact our Customer Service Center if he has any additional questionsThank you for your attention to this matterPlease feel free to contact me should you have any questions or require further informationSincerely,Agency Complaints Response Team

We are in receipt of your letter dated February 12, 2015, regarding the informal complaint filed by [redacted] ***We have had the opportunity to investigate this Complaint and offer the following information According to our records, Mr [redacted] is an existing customerWhen Mr [redacted] first signed up for service with Armstrong in March 2014, the promotion at the time was $per month for both Zoom and Zoom Share service Currently, Mr***’ account is pending disconnection of service, as he is moving residencesWhen Mr***’ new roommate, Mr [redacted] ***, called the request service on February 2, 2015, he was offered $for both Zoom and Zoom Share serviceMr [redacted] and Mr [redacted] both believed the $price would still apply Unfortunately, that promotion has ended and the regular price for service is $Armstrong did credit $ towards the first month service due to the misunderstanding Armstrong encourages Mr [redacted] to contact our Customer Service Center if he has any additional questions Thank you for your attention to this matterPlease feel free to contact me should you have any questions or require further information.Sincerely, Agency Complaints Response Tea

We are in receipt of your letter dated March 16, 2015, regarding the follow up to the informal complaint filed by [redacted] Armstrong Utilities, Inc(“Armstrong”) has had the opportunity to investigate this Complaint andoffers the following information.Armstrong maintains that clear notice of the data usage limits is provided when new customers open an account.In addition to the information provided in Armstrong’s previous two responses to this Complaint, attached pleasefind the following:A copy of the screen shot from the order page of our armstrongonewire.com websitePlease note thehighlighted language informing all potential customers of the data limits before they even place anorder for service; andA copy of the welcome letter every Armstrong customer receives upon signing up for servicePleasesee page 3, paragraphs one and two (highlighted for ease of reference), which clearly note the termsand conditions of service.In addition, Armstrong’s records indicate that Ms [redacted] has a 250GB data allowance which she has neverexceeded and therefore has never incurred additional charges.Armstrong encourages Ms [redacted] to contact our Customer Service Center if she has any additional questions aboutthis matter.Thank you for your attention to this matterPlease feel free to contact me should you have any questions or requirefurther information.Sincerely,Agency Complaints Response Teamcc: [redacted]

We are in receipt of your email dated November 14, regarding a complaint filed by [redacted] (the “Complaint”)Armstrong Utilities, Inc(“Armstrong”) has investigated this Complaint and we offer the following information.Armstrong is aware of the connection issues Mr [redacted] has been experiencingUnfortunately, Armstrong has had two instances of squirrel compromised cable affecting Mr***’s neighborhoodIn order to repair the cable Armstrong had to temporarily interrupt serviceWe do expect to have one more service interruption in order to permanently replace the damaged cableArmstrong has reached out to Mr [redacted] to insure all of his service issues are being addressed and to keep him in the know as far as repair.Armstrong encourages Mr [redacted] to contact our Customer Service Center if he has any additional questions about his account or service.Thank you for your attention to this matterPlease feel free to contact us should you have any questions or require further information

We are in receipt of your letter dated March 16, 2015, regarding the follow up to the informal complaint filed by Susan [redacted] . Armstrong Utilities, Inc. (“Armstrong”) has had the opportunity to investigate this Complaint and offers the following information. Armstrong does provide very clear notice of the data usage limits when new customers open an account. Every new customer receives a copy of Armstrong’s Terms and Conditions upon opening a new account. The specific guidelines for Bandwidth Usage Limits can be found on page 39 under Section XVII “Special Terms and Conditions”, (A) “Internet Service”, (4) “Bandwidth Usage Limits”. The Terms and Conditions are also available for review at any time on Armstrong’s website. Armstrong encourages Ms. [redacted] to contact our Customer Service Center if she has any additional questions about this matter. Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information. Sincerely, Agency Complaints Response Team cc: [redacted]

We are in receipt of your letter dated March 4, 2015, regarding the informal complaint filed by *** ***
Armstrong Utilities, Inc(“Armstrong”) has had the opportunity to investigate this Complaint and offers the
following information
Armstrong apologies for any inconvenience Ms
*** and her mother have endured with regard to this
matterArmstrong’s refund procedure does take approximately six weeks to completeMs***’s refund
was mailed on March 6, 2015, as promised
Armstrong encourages Ms*** to contact our Customer Service Center if she has any additional questions
about this matterThank you for your attention to this matterPlease feel free to contact me should you have any
questions or require further information
Sincerely,
Agency Complaints Response Team

I am in receipt of your email dated October 14, regarding a complaint filed by *** *** (the “Complaint”). Armstrong Utilities, Inc(“Armstrong”) has investigated this Complaint and we offer the following information
Our customer contacted the Armstrong
Customer Service Center on October 13, at approximately 11:11PM to report an issue with his cable box. At the time of his call, we were experiencing extended wait times to speak to a representative. Our Customer Service Representative performed diagnostic testing on the cable box. We found that the cable box was not responding to any of the commands sent to it so our next step would be to have a service technician come to the residence for further troubleshooting. Our representative offered our next available appointment to Mr*** which at the time of this call was October 15, Scheduling availability for appointments continually changes based on a variety of circumstances. The proposed appointment date was unacceptable to our customer so he opted to go to his local Armstrong office the following day to exchange his cable box
Mr*** contacted us on October 14, to report an issue with his new cable boxHe was not able to get the cable box to power on. Our Customer Service Representative initiated troubleshooting measures in an attempt to get the cable box to work but was unsuccessful. We explained to our customer that we would need to schedule a service technician to come out and resolve the issueOur customer requested that he get an after 5:PM appointmentWe were able to accommodate his special time request for the same day. Our service technician’s findings were that the power cord to the cable box needed to be replaced.
Mr*** opted to go to the local office to get a new cable box instead of having a service technician come to his residenceWhen he contacted us about his issue with the new cable box, we were able to accommodate the customer’s request for an after 5:PM appointment for the same dayHis service impairment was resolved the day after he initially reported his issue therefore; no credited is warranted in this circumstance
If there are further questions we encourage *** *** to contact the Armstrong Customer Service Center at ###-###-####

We are in receipt of your letter dated April 21, 2015, regarding the informal complaint filed by *** ***We
have had the opportunity to investigate this Complaint and offer the following information
We received a request for cable service for new construction from *** *** on
February 25, The
turnaround time to determine serviceability for a new construction location is 5-business daysArmstrong
investigated the serviceability of the address given by Ms*** on March 3, and determined that it did
fall within the Armstrong footprintIt was also determined that the actual installation could not be completed until a
utility trench was dug on the propertyOn March 17, 2015, *** *** contacted Armstrong’s customer service
center to say that he had an open utility trench at the property and wanted to schedule installationThe very next
day, March 18, 2015, an Armstrong service technician arrived at the property only to find that the utility trench still
had not been dug and there was no power to the residence, making installation impossible at that timeOn April 6,
2015, Mr*** contacted Armstrong to say that drywall was going in the following week but that Armstrong cable
would not be installed as he would be utilizing satelliteOn April 8, 2015, Armstrong received notice that the
property was finally serviceable and called Mr*** to follow up and let him knowArmstrong did not hear from
Mr*** again until April 17, 2015, when Mr*** called and was upset that prewire was never done and now in
order to install cable the drywall would be damagedArmstrong never received an order for prewire from Mr
*** and at no time did Armstrong ever tell Mr*** that there would be any damage to his walls or drywall
Armstrong apologizes for any confusion on this matter, as it appears there is some misunderstanding regarding the
difference between open trench installation versus prewire of the homeWe have no record of Mr*** ever
requesting prewire service and Armstrong’s notes indicate this was always to be an open trench installationThe
last e-mail Armstrong received was on April 21, when Mr*** stated for a second time that he would not be
installing Armstrong cable at this residenceThe tone of the e-mail was aggressive and abusiveIn addition, he
indicated that the trenches for the utilities were still not complete on his property
Armstrong strives to offer a positive experience for all of their customersShould Mr*** like to schedule a
prewire of his home or if the trenches on his property are complete and he would like us to provide service, he
should call 1-877-634-and Armstrong will be glad to complete the installation
Sincerely,
Agency Complaints Response Team

Ok the two part of the rebuttal from Armstrong that are a lie are them saying they credited my account more than once and also that my house's electrical wiring was to blame for the problems I was havingI talked to one of there head Internet engineers along with there president (*** ***) of the cable division over a conference call and both of them agreed that my electric was not causing the issueEver since I mentioned to them that there rebuttal had some info they have seemed to hold stuff against meThe day I spoke to *** *** on the conference call he told me he was going to credit my bill the $due at that timeI called back after I got a bill that said that I owed and was told his credit I didn't get applied yet and they would have some one call me from customer serviceA few days later( the Friday before the week of Thanksgiving) the head manager from the boardman ohio office calls me and tells me there will be no credit of that amount and they are only crediting me $because on there system it says my Internet was workingI said that's fine but it wasn'tHe also informed me that the boardman office would be handling my account from now on because *** *** and *** *** told them to send it thereI said ok that puts it closer to my houseHe told me I had to pay and I asked if I could pay like then make payment arrangements he said I would have to speak to customer serviceI called customer service on Tuesday and was told they were not able to do anything with my account because the boardman office has control of itI told them I was told to call them buy the boardman officeThey informed me I had to speak to boardman again and have them transfer the info to the customer service centerWhen I called boardman office I was told no one could help me there because everyone was on holiday vacation but customers service was able to work on it anyways.I called back to customer service and they told me they would have someone call me on Monday the first of December after every one came back to work on getting my account back to the main office and set up arrangements for paymentsThe manager from boardman office called me today (12-3-14) all huffy and pissed of and told me he said no more credits and and that I gad to pay the full amount by the 9th or they where shutting my service off.I told him he told me to call customer service to set up arrangements and he said he never told me that and kept arguing with me about itI asked him why he called me when I asked for *** *** or someone from the main office to call meon Monday and why it was Wednesday and he was callingHe told ne they will not speak to me anymore after speaking to ***I called the corporate office to find out *** wasn't even in and was on a plane and hadn't been in the office at allI'm tired of getting lied to and treated horribly I am a consumer and they up until last month have not provided me with satisfactory serviceAlso when I'm told to expect a call back by some one from the office on a certain date I would like for them to at least make a effort to do thatI am very upset that this company would treat me like this for so long instead of working with me and they haven't

I did NOT receive a copy of Armstrong's Terms and Conditions I received a 'Welcome to Armstrong' book that only goes up to page and is merely an instruction booklet But let's assume I did You state that the internet usage limit is stated on page The representative comes to your house to connect everything When he is done, he gives you the paperwork to sign Are you saying that at this time the customer is supposed to ask the representative to wait until the Terms and Services are read? To page 39? If this were the case, your representatives would only get a few jobs in daily As for the internet usage limit policy being posted on your websiteI indeed DID go to your website before I switched to Armstrong I reviewed packages and such And nowhere is this information stated clearly I am attaching files with screen prints of your website where I navigated through the internet section Oh I'm sure it's there somewhere But it's so buried and absolutely not stated clearly for the new customer to see Since I am now an Armstrong customer, when I log into my account, yes, I can clearly see a link for 'Terms and Services' What good does this information do me AFTER I've already switched? This information SHOULD be given to potential new customers up front when they contact Armstrong before they make the decision to switch to Armstrong In my case, I cannot go back to my prior internet provider because they are no longer accepting new customers in my area So I have no choice but to stay with Armstrong Had I been given this information up front when I called to purchase your services, I would have never switched
Regards,
*** ***

I don't know that the lid was replaced the first timeHowever, if it was, it was not replaced correctly the first or the second time, as there is still no security lock on the lid at this timeWhen it was intially installed, there was a lock on the lid, preventing unathorized removal (this lock has not been replaced). I was hoping that the repair would include replacing the lock so that the lid is secure, as it was when first installedThis has not happened

We are in receipt of your email dated December 3, regarding Armstrong’s response to acomplaint filed by *** *** on October 15, (the “Complaint”)Armstrong Utilities, Inc.(“Armstrong”) has investigated this Complaint and we offer the following information.Armstrong again spoke with Mr*** on Friday, December 5, regarding his account.During that call, Mr*** and Armstrong satisfactorily resolved the issues with regard to Mr.***’s accountMr*** confirmed that this service works fine and there are no issues with hisvideo or internet serviceArmstrong agreed to remove late fees from the account and Mr***was credited $for late fees and $for reconnect feesIn addition, Armstrong hasdelegated one customer service representative to handle Mr***’s account in order to eliminateany future confusionArmstrong encourages Mr*** to contact his customer servicerepresentative should he have any additional questions or issues.Thank you for your attention to this matterPlease feel free to contact us should you have anyquestions or require further information.Sincerely,Agency Complaints Response Teamcc: *** ***

I dont knwo who this *** *** is that they show in the letterNor have I been contacted by Armstrong I have called ten times and each time was blown off even after the Revdex.com was filed. I asked fro assistance in determining more than just a trench I asked to get assistance in determining locations within the house before the drywall was up for what I needed for placement location etc. Its interesting to not that in one instance they mention the need for a trench and in another they state its not witin in their foot printThe reality is is there is a house next door to which I actually live in and has previously had armstrong cable activeThe reality is Armstrong is trying to cover their as after failing at all aspects and will and is lying to Its sad that Armstong didnt even attempt to contact me and put a fake persons name in thereThey wrote a bogus letter shame on a liar like armstrongAnd btw the satellite thingI have contacted consolidated communication and they are giving me DSL and TV programming not satellite like Armstrong like the dishonest letter that was put out by the low life company that is basically trying to slander me

We are in receipt of your email dated October 30, regarding a complaint filed by ***
*** (the “Complaint”)Armstrong Utilities, Inc(“Armstrong”) has investigated this Complaint
and we offer the following information.
Armstrong is aware of
the download speed issues Mr*** has experienced with his internet
serviceArmstrong has attempted to contact Mr*** and left more than one message at Mr.
***’s residence in order to further troubleshoot this issueArmstrong is aware of a capacity
issue in Mr***’s area and is currently working to resolve it with a target completion date of
late November/early December 2014.
Armstrong encourages Mr*** to return Armstrong’s calls so that we may continue to
troubleshoot his problem and to contact our Customer Service Center if he has any additional
questions about his account.
Thank you for your attention to this matterPlease feel free to contact us should you have any
questions or require further information.
Sincerely,
Agency Complaints Response Team
cc: *** ***

We are in receipt of your letter dated March 18, 2015, regarding the informal complaint filed by *** ***We
have had the opportunity to investigate this Complaint and offer the following information
Armstrong apologizes for any confusion on this matter, and certainly did not intend to offend our valued customer
Our records indicate we were able to provide Ms*** with internet service at a discounted rate and, in addition,
would like to offer Ms*** a one month credit in the amount of $
Armstrong encourages Ms*** to contact our Customer Service Center if she has any additional questions
Thank you for your attention to this matterPlease feel free to contact me should you have any questions or require
further information
Sincerely,
Agency Complaints Response Team
cc: *** ***

We are in receipt of your email dated October 15, regarding a complaint filed by *** *** (the “Complaint”)Armstrong Utilities, Inc(“Armstrong”) has investigated this Complaint and we offer the following information
Armstrong is aware of the intermittent connectivity issues Mr*** has
experienced with his internet and television serviceArmstrong has completed several service calls at Mr***’s residence since he became an Armstrong customer in Unfortunately, intermittent connectivity issues are sometimes very difficult to solve, as the connectivity problems are not always occurring simultaneously with the customer’s report and therefore often elude usual troubleshooting proceduresIn an effort to correct Mr***’s connectivity problem, Armstrong has replaced equipment, power supplies and fiber drops in Mr***’s residenceArmstrong has determined that the internal wiring in the residence seems to be the cause of Mr***’s intermittent connectivity issuesArmstrong does understand Mr***’s frustration over these issues and we apologize for any inconvenience we may have caused through the course of trying to diagnose the problem
To date, Armstrong has credited Mr***’s account $In addition, Armstrong has replaced the equipment in Mr***’s residence on several occasions and provided him with a new wireless router (valued at $104.00) free of charge
Armstrong has been closely monitoring Mr***’s cable modem for the last month and we have found it to be online and working properlyArmstrong encourages Mr*** to contact our Customer Service Center if he has any additional questions about his account
Thank you for your attention to this matterPlease feel free to contact us should you have any questions or require further information
Sincerely,
Agency Complaints Response Team