Armstrong Cable Services

We are in receipt of your letter dated February 12, 2015, regarding the informal complaint filed by *** ***.We have had the opportunity to investigate this Complaint and offer the following information.Armstrong has provided a fast, reliable broadband experience for more than years
Throughout that time,Armstrong has annually invested millions of dollars into its network to ensure that Zoom customers continue toexperience a consistent, reliable Internet connectionArmstrong has increased the speed and enhanced the value ofZoom many times since its inceptionAdditionally, Armstrong provides technical support and service at noadditional charge.Armstrong introduced data allowance plans to ensure that the Zoom experience continues to meet customerexpectations while requiring customers who use more to pay their fair shareAt this time, more than ninety sevenand a half percent (97.5%) of Armstrong’s customers are not affected by this changeArmstrong updated itsTerms/Conditions on the company’s website on April 30, It began notifying customers of the change in theirMay statementsArmstrong provides a mobile app and online usage meter to help customers to monitor theirusageCustomers are also encouraged to contact our support team to better understand their usage and receiveguidance on how to adjust applications using the greatest amount of data.Since the new policy became effective, Armstrong has been automatically crediting the first overage of everycustomer to ensure that all customers are well informed of the new policy and their options to purchase additionaldata capacity.When the FCC enacted the Open Internet Order in 2010, Chairman Julius Genachowski openly acknowledged that itwas fair and reasonable for Internet Service Providers to establish usage limits to continue promoting investment inthe country’s broadband infrastructure as well as to ensure efficient use of existing networks.With that in mind, please note that Armstrong is not the first Internet Service Provider to establish data usage limits.In fact, many of the largest Internet Service Providers in the country have established such limits in the last fewyears and such policies are rapidly becoming industry standard.Armstrong encourages Ms*** to contact our Customer Service Center if he has any additional questions aboutthis new programThank you for your attention to this matterPlease feel free to contact me should you have anyquestions or require further information.Sincerely,Agency Complaints Response Teamcc: *** ***

My roommate has been a customer with Armstrong Cable for 9 years (since 2009) and has only had one incident of suspended service due to his disability benefits being stopped while he was in a physical rehab facility healing from a leg amputation surgery. He contacted Armstrong informing them that his account can be discussed with me because of situations like that one. He recently had the same scenario arise, but with his other leg, and his benefits have stopped again along with him not being able to return home due to not being able to go up steps. The weekend of August 11, 2018, Armstrong services were suspended for non payment. I called to try to make arrangements/payment plan and was told one week extension for full past due amount was all that could be given and if not paid, services would be suspended that following Monday, the 20th. I stated a $200 payment could be made on the 17th but the CSR said that would not keep the service from suspension. 9 years of loyalty and 1st of the month payments...and a payment arrangement was NOT an option. What a joke! Since I could not come up with the full past due amount, I called Armstrong Cable Monday morning, the 20th, to just cancel/terminate my roommate's service. Today, August 27, 2018, I called Armstrong to get TV service for myself but the Sales Rep said that I can't get service because my name was listed on his account and the past due amount had to be paid first. I argued the fact that I am not a subscriber and the account is not in my name but, apparently, that does not matter. My grandson will be 2 next month and lived here for a while, does that mean he will be responsible for my roommates bill too? God forbid you need any type of service in your name but a loved one develops severe health issues and listed you and they end up with a past due balance. Plan on having no services and in a house alone. This is unjust and ethically and morally wrong.

I hate your cable channels there is nothing to watch I pay a lot to watch reruns and reality shows it just sucks and you have the nerve to charge what you charge cable has been around for ever for what’s on I shouldn’t half to pay for cable for a very long time it’s awful

We are in receipt of your letter dated February 2,2015, regarding the informal complaint filed by [redacted]. Weapologize for any delay in response, we do not have a record of ever receiving this complaint back in December.We have had the opportunity to investigate this Complaint and offer the...

following information.According to our records, Armstrong attempted to contact Ms. [redacted] on several occasions about this matter but wereunable to reach her. Since the date of the complaint, Armstrong has continued to reach out to Ms. [redacted] and wereable to confirm our ability to carry her internet service. An appointment to install the internet service has beenscheduled.Armstrong encourages Ms. [redacted] to contact our Customer Service Center if she has any additional questions.Thank you for your attention to this matter. Please 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 letter dated March 27, 2015, regarding the informal complaint filed by [redacted]. Armstrong has had the opportunity to investigate this Complaint and offers the following information.Armstrong apologizes for any inconvenience Mr. [redacted] experienced. Armstrong went to his...

property and replaced the lid when he originally contacted us in October 2014. This complaint is about a second incidence of the lid being removed. This time Armstrong believes the lid was removed by a locating company who was on the property. We have repaired the problem a second time.Armstrong encourages Mr. [redacted] to contact our Customer Service Center if she has any additional questions.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

This answer does not even address my issues. My issues were : we were NOT notified of the channels being moved and they weren't "moved"-they were put in a whole different pricing tier. I am not complaining at all about the $5 price increase on the cable service itself. We did NOT receive anything in the mail notifying us I don't care what they say. Their customer service reps refused to accept any responsibility for my call and kept passing me on and they were ALL rude.The supervisor told me she "did" have the authority to help me with my problem but she would not do it because she didn't have any offers to give me. Moving a channel from one pricing tier to another is not moving a channel. Moving a channel is going from one number to another at the same pricing tier. Unless they advertised THAT on the channels they moved then I would have no knowledge. On one hand Armstrong says they don't "have" to notify me and on another they say they do so which is it? It is also shady business practice to actively encourage customers to sign up for paperless billing and then claim to have notified you via your statement.All I asked for was a total of $15 credit over 3 months ($5 a month) which is 1/2 off the new pricing tier for the same amount of time that they claim to have notified me. Armstrongs response to my complaint does not address ANY of these issues.
Regards,
[redacted]

Re: Your reference: [redacted]
Dear Mr. [redacted]:
We are in receipt of your letter dated March 2, 2015, regarding the informal complaint filed by [redacted].
Armstrong Utilities, Inc. (“Armstrong”) has had the opportunity to investigate this Complaint and offers the
following...

information.
Armstrong apologizes for any confusion caused to Ms. [redacted] with regard to this matter. However, Armstrong
respectfully disagrees with Ms. [redacted]’s claim that she did not receive notice of the channel moves. Not only did
Armstrong provide a notice letter to all of its e-bill customers within the requisite 30 days prior to the change, but
also ran ads noting the upcoming change on its stations.
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

We are in receipt of your letter dated February 13, 2015, regarding the informal complaint filed by [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.
Armstrong was forced to disconnect Ms. [redacted]’s service when presented with a...

check returned for non-sufficient
funds on January 16, 2015. As a result, a returned check fee and additional disconnect/reconnect fees were added to
her account, which already had an outstanding balance. Ms. [redacted] did make a payment on February 3, 2015 and
Armstrong was able to restore service, but an outstanding balance on the account still remains due to the above mentioned
issues. In an effort to assist Ms. [redacted] reduce monthly costs, Armstrong rebundled her services and gave
her a campaign price. According to our records, the current balance on the account through March 15, 2015 is
$373.80.
Armstrong encourages Ms. [redacted] to contact our Customer Service Center if he has any additional questions about
this new program. 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]

Re:       Your reference:  [redacted] Complaint ID # [redacted]
            Our reference:  [redacted]    
 Dear Mr. [redacted]:
I am in receipt of your email dated September 26, 2014...

regarding a complaint filed by [redacted] (the “Complaint”).  Armstrong Utilities, Inc. (“Armstrong”) has investigated this Complaint and we offer the following information.
Our Collections Department contacted Mr. [redacted] on September 23, 2014 to inform him that his direct debit payment drafted on September 20, 2014 was returned due to insufficient funds.  He was informed at this time that there would be an additional charge of $25 due to the payment being returned for insufficient funds.  Our customer paid the balance along with the returned payment fee with a different card.  He also requested that direct debit payments be discontinued for his account and we accommodated his request.  
The Armstrong Terms and Conditions of Use of Services and Products does stipulate that payments returned because of insufficient funds are subject to a returned fee of $25 and that this charge will be added to your Armstrong account.  This policy can be viewed on our website at www.armstrongonewire.com.
 Mr. [redacted] is requesting that his $25 fee be waived.  As a goodwill gesture, we will credit this charge to his Armstrong account. Our customer will see this adjustment on his next month’s   invoice. 
 If there are further questions we encourage [redacted] to contact the Armstrong Customer Service Center at ###-###-####. 
 
Thank you for your attention to this matter.
Sincerely,
Agency Complaints Response Team

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:1. A copy of the screen shot from the order page of our armstrongonewire.com website. Please note thehighlighted language informing all potential customers of the data limits before they even place anorder for service; and2. A copy of the welcome letter every Armstrong customer receives upon signing up for service. Pleasesee 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 matter. Please 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, 2014 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...

experiencing. Unfortunately, Armstrong has had two instances of squirrel compromised cable affecting Mr. [redacted]’s neighborhood. In order to repair the cable Armstrong had to temporarily interrupt service. We do expect to have one more service interruption in order to permanently replace the damaged cable. Armstrong 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 matter. Please feel free to contact us should you have any questions or require further information.

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. [redacted]’s area at the end of September...

2014.  On October 13, 2014, we received our first complaint of speed issues from Mr. [redacted].  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. [redacted]’s service is running at 98% of the subscribed speed and the issue is therefore resolved.Armstrong credited Mr. [redacted]’s account $124.95 in February 2015 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 questions. 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

I received the letter from Armstrong to the Revdex.com and conclude that it DOES NOT address the complaint.  I am not disputing the fact that there is an internet usage limit.  However, potential new customers who call Armstrong for service should be made aware of this policy.  Such as me!  Armstrong's response was:1.  That it only affects a smal percentage of users.  It doesn't matter if it affects 1 user.  This policy affects the amount you pay and should be communicated to new users2.  Armstrong has notified customers of this change in their statements.  Again, if you're a NEW user who simply calls the company for service, you're not aware of this.  Furthermore, I don't think it's reasonable to expect customers to have to ask about this policy.  I was a [redacted] internet user.  I only changed to Armstrong because I got a better bundled rate for cable and internet.  Verizon doesn't have an internet usage limit so for someone like me, it's not something I would reasonably be expected to ask about.  I would not have changed from [redacted] had I known.  Now I can't go back to [redacted] because they are at the maximum in my area. And there are no other internet providers in my area.3.  Armstrong states that they will credit users for the first time overage.  What about after the first time?  This policy will have an impact on my bill.  Because they failed to inform me of this policy, I would like a committment from Armstrong that my bill will never go over the agreed upon amount for the length of the contract.Arnstrong can enact any policy they want for internet usage limits.  But they should also be required to inform potential new users of such a policy so the user can make an educated decision on whether to go with their service.
Regards,
[redacted]

I received a copy of the letter Armstrong Cable sent to the Revdex.com. I never received any communication what so ever from Armstrong. It was not until I contacted the company a month after filing the complaint to Revdex.com that I was told that an employee at the local office had tried to contact me. I had made several calls to this employee on both a personal cell number and a company phone number I was given. I left messages on both numbers and never received a return phone call. I was then contacted the next day by a person named [redacted]. The person seemed concerned and scheduled an appointment for someone to come install internet. [redacted] never followed up with me and I was given no compensation for time wasted and uncooperativeness. I am extremely irritated and disappointed in the company to receive a letter stating they were never able to get a hold of me. I have no record of missed calls, emails, or voicemails from anyone at Armstrong. I do not appreciate the implication that I was uncooperative.
Regards,
[redacted]

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 May 5, 2015, regarding the additional correspondence from [redacted] in response to the explanation Armstrong provided on May 1, 2015. Armstrong has had the opportunity to further investigate this Complaint and offers the following information.Armstrong apologizes for any inconvenience Mr. [redacted] experienced. Armstrong has replaced the lock on the lid to the pedestal on Mr. [redacted]’ property, as requested.Armstrong encourages Mr. [redacted] to contact our Customer Service Center if she has any additional questions.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

We are in receipt of your letter dated February 12, 2015, regarding the informal complaint filed by [redacted]
[redacted]. We have had the opportunity to investigate this Complaint and offer the following information.
According to our records, Mr. [redacted] is an existing customer. When Mr. [redacted] first...

signed up for service with
Armstrong in March 2014, the promotion at the time was $15.95 per month for both Zoom and Zoom Share service.
Currently, Mr. [redacted]’ account is pending disconnection of service, as he is moving residences. When Mr. [redacted]’
new roommate, Mr. [redacted], called the request service on February 2, 2015, he was offered $25.95 for both
Zoom and Zoom Share service. Mr. [redacted] and Mr. [redacted] both believed the $15.95 price would still apply.
Unfortunately, that promotion has ended and the regular price for service is $25.95. Armstrong did credit $10
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 matter. Please feel free to contact me should you have any questions or require
further information.Sincerely,
Agency Complaints Response Tea

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as a resolution of my specific case. 
 
HOWEVER, it should be noted that Armstrong's general payment policy does NOT say, "payments returned because of insufficient funds are
subject to a returned fee of $25" as the respondent claims.
 
The policy:
http://armstrongonewire.com/policies/master-terms.pdf
 
states, "If You make payment(s) by check, You authorize Armstrong to collect Your check electronically. If Your check is returned for non-sufficient funds, if permitted by Law or any applicable Tariff or other regulatory process, Armstrong may charge You $25. "
 
My payment was not by check.
 
They also claimed on the phone that they "get charged $10 for any returned items". If that is so, then they have made seriously poor decisions in who processes their payments.
 
I did finally find, hidden in a separate section about  automated billing:
"If a Charge cannot be made because of insufficient funds, a returned debit item fee of twenty-five dollars ($25.00) (or such lesser amount as may be permitted by law) will be charged to Your Account."
 
However, as stated, while my other card did reject the charge, the card did have funds available at the time they attempted it. I am MORE THAN WILLING TO SHARE DOCUMENTATION ON THAT FACT.
 
They also re-attempted it over the phone, and was denied. I then used another card that draws from the same account successfully. 
 
I have used both cards since without issue. This points to another issue with their payment processor or their being flagged as questionable or fraudulent charges.
 
I still understand the fee in the case of bounced checks, but this is an unethical business practice when applied to the more variant world of debit cards and credit cards.
 
I would never have challenged this if listed as a "late fee", and will actively be discouraging everyone from using Armstrong's automated billing with a card due to the unethical, and I think legally suspect, terms of service. 
 
What is supposed to be a convenience is really a nuisance.
 
I should have simply got an email at the moment it was declined, I would go in and review, and update the account that day and pay manually.

Review: My first bill automatically came out July 21st, 2016 so one is to assume that is when your bill is due. But then my next bill was taken out August 11th, 2016. TEN DAYS before the due date. Because I wasn't expecting the money to come out of my account, I didn't have the funds in there so not only did I get hit with an overdraft fee of $35, but Armstrong also hit me with a bounce back fee of $25. I called to see what was going on and the employee informed that it was their mistake for not telling me my due date was the 11th. I still don't understand why it's the 11th, but even after the employee admitted it was their fault, they still refused to refund my money! So my $40 internet bill is now a $70 bill because of their lack of communication with their customers.Desired Settlement: Refund my $25 and make sure you actually take out the payment when you said you were going to.

Business

Response:

We are in receipt of your letter dated August 29, 2016, regarding the informal complaint filed by [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.After investigation, Armstrong removed the late fee from Ms. [redacted]’ account. Ms. [redacted]’ remaining balance is due September 11, 2016. At this time, Armstrong considers this matter closed.Armstrong encourages Ms, [redacted] to contact our Customer Service Center if she has any additional questions or concerns. 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

Review: So I cannot access any of my email accounts at zoominternet.net. I call the old number for tech support

that is ###-###-####. It rings once and is dead. So,I call the number on the home page which is ###-###-####

and it rings once and is dead. Here I sit,trying to get to my emails and no tech support to tell me what is wrong. If

they have a system problem,post something on the page. You know,I pay for access and yes I read where they may not be available and do not wish to surrender a nickel for when the services are not available. I,like everyone else,PAY

IN ADVANCE for all phone and internet services,including email accounts,which I cannot access. I know I get an error message,have no idea if my email is hijacked,and have no way of accomplishing anything where I would need my email account because they fail to have tech support available. The online help pages you can search there are a joke.Desired Settlement: That the company prove itself as a good provider of their advertised services by having adequate available tech support. weekend or not,people still rely on you,and your basic promise is you deliver the services the customer

pays for in advance. you fail miserably and have on more than one occasion.

Business

Response:

We are in receipt of your letter dated June 13, 2016, regarding the informal complaint filed by [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.According to Armstrong’s records, Mr. [redacted] contracted customer service on June 14, 2016 regarding the trouble he was having with his email and telephone. Armstrong has since called Mr. [redacted] three times to resolve these issues. Armstrong called Mr. [redacted] once on June 14 and twice on June 15. Two voice messages were left. If Mr. [redacted] is unable to contact us via phone support, he has the option to reach out to us via email at [email protected]. Armstrong also has chat-based support which can be found under the ‘Support’ section of Armstrong MyWire.com and ArmstrongOneWire.com.Armstrong encourages Mr. [redacted] to contact our Customer Service Center if he has any additional questions. 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