Armstrong Cable Services

Review: Called for new cable service last June 2014. Was told by customer service representative that the price would be $80 for the first six months then the price would go up to $100, which I agreed to. Got my bill for July 2015, and discovered Armstrong raised my bill to $156. I have not added any additional services or anything that should raise the bill. I telephoned Armstrong to dispute the increase and was told that the promotional one year price of $100 was expired and the cost is now $156. I told the customer service rep that the only promotion I was informed of and agreed to was $80 for six months then $100 thereafter. I am 100% certain that I was never told the price would go up to $156 after one year. The customer service rep told me that this should have been explained to me and apologized. I feel this was an intentional deceptive business practice and would like this incident investigatedDesired Settlement: For Armstrong Cable to inform individuals requesting information on services and pricing to provide accurate information.

Business

Response:

We are in receipt of your letter dated July 8, 2015, regarding the informal complaint filed by [redacted]. [redacted]. Wehave had the opportunity to investigate this Complaint and offer the following information.According to Armstrong’s records, Mr. [redacted] received a 1-year promotional offer for discounted service at $79.95per month and then $99.95 per month, each for six months. Mr. [redacted] received this offer on July 1, 2014. OnJuly 1, 2015, this promotion expired, and Mr. [redacted] is now paying the full monthly rate for services. Currently,Mr. [redacted] is not eligible for another promotional offer. If he wanted to add telephone to his service, Mr. [redacted]would be eligible for a discounted rate.Armstrong encourages Mr. [redacted] to contact our Customer Service Center if he has any additional questions aboutthis program or if he has any internet issues. Thank you for your attention to this matter. Please feel free to contactme should you have any questions or require further information.Sincerely,Agency Complaints Response Teamcc: [redacted]. [redacted]

Review: my name is [redacted], and I have armstrong cable company for my tv and home internet. Ever since I moved to my apartment compliance, I have several issue with their TV service. this all started when I added a second tv box on my account, and after a armstrong tech hooked up that panasonic TV it broke. the tech hook it up it died shortly after, and I had armstrong look at it and they said it wasn't anything t do with their box. so I had to purchase a new TV. two weeks ago I had a DVR issue and I had to have a tech come out again, but this time on my mine living room TV. I had issues with their DVR unit before and they just switched out boxes. the tech came out to my house on a thursday oct. 3rd. That tech said "yeah, you have an issue and I have never seen that before"(with the dvr). so he suggested that I watch all my recordings then call them again. I agreed, then we both left shortly after. I called them back a few minutes after he left to confirm that he couldn't fix my issues, and the rep on the phone said that tech put into his notes that their was "no issues found". I was upset ask to speak to supervisors and not till lately no one has called me back. I had a service tech manager come out and his team took old dvr box, and he too said he never saw that before on a TV.(discolored picture) all of my issues have happen after their techs have looked at my TVs, both were 2 to 3 yrs old.Desired Settlement: I would like Armstrong to pay for the repairs or replacement of my TV. I had to eat the cost of the first TV but this is a new set and they are claiming I have a burn it on my TV. it is too new for that plus I have all the documents of proof of purchase. I have paid too much for these set to have the General manager say to me "write a letter"

Business

Response:

I am in receipt of your email dated October 17, 2013, regarding a complaint filed by [redacted] (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 April 7, 2013 to report an issue with his television and set top box. Mr. [redacted] stated that he had done his own research and that our cable box was causing an issue with his Panasonic Plasma television not fully powering on. We scheduled a service call for the next day. Our Technical Operations Supervisor examined all of the equipment that was installed in the residence and his findings were that the cable, set top box, and the electric outlet were operating within spec and that the television was a separate issue. We suggested the customer take his television to a television repair shop putting in writing that the cable caused the problem; at that point we would begin the process of an insurance claim for reimbursement. To our knowledge, the customer did not take the television for repairs but opted for replacement.

Mr. [redacted] contacted us about compensation for the issue with his television immediately following our service visit. A Customer Service Representative issued a $10 credit to his Armstrong account. This adjustment was for issues with recordings freezing and tiling on his cable box. Our customer then spoke with a Customer Service Supervisor who escalated his request for credit, for the television issue to the local office for follow up as well as credit consideration. The local office reviewed the request for credit and as a good faith gesture issued a $100 credit to Mr. [redacted]’s cable account even though the issue was not found to be caused by our equipment.

Mr. [redacted] contacted us on September 27, 2013 to report tiling on recorded content on his PVR. On this contact, the customer mentioned that he experienced the same issue back in July. Our Customer Service Representative reviewed the service call history on the account and saw that we were in his area replacing some equipment and issued a credit for the two days of High Definition Service for $1.91. We scheduled a service call at the customer‘s convenience for October 3, 2013. Our technician’s finding was customer education at the time of his visit to the residence.

Our technician determined from the service visit that the issue with his LG television was not caused by our equipment. It was noted that this television set has screen burn in and a color issue. The burn issue showed the ESPN logo and a logo for a fight that ESPN was advertising. This amount of burn in could only happen if the set top box was paused and left on for at least six hours. The color issue is a common issue our field technicians have seen in this type of plasma television.

Our Technical Operations Supervisor spoke to Mr. [redacted] both on October 3rd and October 10th explaining that we found no issue with our cable or equipment that would cause these television problems. We did express our sympathies for the issues occurring with his television and as a good faith gesture offered him a credit for a month of cable service. Mr. [redacted] declined this offer.

Our customer Mr. [redacted] has spoken to several members of our management staff about his television issues. We have investigated the two issues he was having with his television sets and concluded that they were not caused by any faulty Armstrong equipment. We empathize with his situation and have offered credits to his Armstrong account as a good faith gesture. We do not feel that the desired compensation is warranted in this situation.

Armstrong encourages Mr. [redacted] to contact our Customer Service Center if he has any additional questions or concerns.

Thank you for your attention to this matter.

Sincerely,

Agency Complaints Response Team

Review: I had stayed with a friend in hard times about six years ago and now that I have my own place I have tried to get service from Armstrong Cable , they tell me that I owe money for an account that the woman and her son. that I stayed with. I had called in for her a few times to help her resolve some issues with Armstrong Cable,now they wont give me service because I enjoyed their services while temporaliy staying. They want me to pay off a bill that I never had, and want me to probvide documentation as to where I was living at the time of the service, I was living wherever I could at the time, friends helpng me out until I got re-established.Desired Settlement: Remove my name from a bill that I never had.

Business

Response:

We are in receipt of your letter dated February 16, 2016, regarding the informal complaint filed by Mr. [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.According to Armstrong’s records, Mr. [redacted] is associated with an account that has a past due balance. Armstrong attempted to contact Mr. [redacted] on February 18, 2016 to better understand his complaint and to work out a resolution for this matter. Unfortunately, Mr. [redacted] was unavailable. Armstrong left a message encouraging Mr. [redacted] to return our call at his convenience.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: I have been trying from October of last year for Armstrong to repair a damaged box in my yard, containing the internet cable connections to my home.

I noticed in October of last year, that there was some damage to the outside box containing my internet cable connections; the lock that secures the box was taken off, along with the tabs, allowing anyone access to the box. I called to report this in October 2014 and was told that it would be taken care off. I assumed that this was the case. However, two weeks ago, I noticed that the cover was taken off, (it could not have been removed if the lock had been replaced) exposing the cables and connections to the snow, rain and dust. I have called more than 5 times with in the past two weeks to get this cover properly put back on; there are children in my neighborhood who may want to touch these cables while playing, making it a dangerous situation. I have not attempted to replace the cover since I don't know what types of voltages run through these cables. There are also two loose cable hanging outside of the box. Is someone trying to illegally hook up to this box - I don't know. I have wasted lots of time on the phone calls, being place on hold for up to 20 minutes while Armstrong personnel look into what is going on and always promise that it will be taken care of within 1 to 2 days. I have even been transferred to customer service who agreed that this has taken way too long, and again promised that this would be quickly resolved. Again, empty promises - nothing has been done. The exposed cable wires still hang from the uncovered cable box in my yard. I am through with contacting Armstrong for a resolution, and wasting my time on the phone. I am extremely displeased with the service that I have received to complete this simple repair - just replace the cable box cover and lock it to secure it. I live only a few miles from the Armstrong location in Rising Sun MD, the same city in which I reside. No one has ever called me to indicate that the repair was going to be delayed or take longer than estimated or anything. Just a no show, no call, no explanation. Extremely poor unacceptable service. Fortunately it does not appear that my internet connection has been affected, but I expect that as rain and dust get into the connections over time, this may change. My biggest concern is the young children that my want to touch the exposed cable and may get shocked. I have expressed this cincern to the Armstrong personnel over the phone when I spoke with them during the past two weeks.

However, it appears that this is not of significant importance to them, as they have taken no action as yet to resolve this situation.Desired Settlement: No settlement. At this point I just want them to replace the cover on the box and secure it like it originally was when they installed it. Based on this type of poor service, I have lost confidence in this company and would never give them a good reference. I would not recommend they to anyone.

Business

Response:

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

Consumer

Response:

I don't know that the lid was replaced the first time. However, 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 time. When 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 installed. This has not happened.

Business

Response:

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

Review: I have been an Armstrong cable/phone/internet customer for almost three years. The internet when I purchased it was described as unlimited service but today when I went to get on my internet I received a notice from the internet company stating that my internet usage was almost completely used up and I would be charged a $10.00 fee for every 50GB after my 250GB is used. I called and asked why I was getting this message and the customer service representative was rude stating that they do NOT have unlimited internet anymore it changed about six months ago. I asked why as the customer I was not notified of this and he proceeded to tell me that this was my notification and that if I went over the first time it would all be refunded back to me, so I explained to the man that I felt I was being trapped and lied to at this point he got very defensive and continued to tell me that I wouldn't have to pay this time because it was only the first time, but he would/could not answer why I was not notified in the policy change prior to the policy change. The more questions I asked the more I felt like I was being lied to, manipulated, and given the run around by the customer service representative. I feel that this is an unethical business practice and that if you want to keep your customers you should treat them better and notify them of any and all changes BEFORE the change occurs and give the customer the opportunity to decided if the change is worth the hassle and is finically feasible for them before it is just thrown at them and they are expected to accept it and go with the flow so to speak.Desired Settlement: I want to be notified in writing at least 1 month prior to any and all changes that are taking place with my service so that I have the opportunity to shop around to better suite my needs as a customer, and I also want my internet usage to be unlimited because I bought the service prior to their changing the policy and I feel that they should honor what I purchased unless I choose to leave and come back then and ONLY then should I have to adapt.

Business

Response:

Dear Mr. [redacted]:

I am in receipt of your email dated January 31, 2014, regarding a complaint filed by [redacted] (the “Complaint”). Armstrong appreciates that [redacted] has taken the time to express her concerns about our new Internet allowance plans.

Armstrong has provided a fast, reliable broadband experience for more than 15 years. Throughout that time, Armstrong has annually invested millions of dollars into its network to ensure that Zoom customers continue to experience a consistent, reliable Internet connection. Armstrong has increased the speed and enhanced the value of Zoom many times since its inception. Additionally, Armstrong provides 24 / 7 technical support and service at no additional charge.

Armstrong introduced data allowance plans to ensure that the Zoom experience continues to meet customer expectations while requiring customers who use more to pay their fair share. At this time, more than ninety seven and a half percent (97.5%) of Armstrong’s customers are not affected by this change. Armstrong updated its Terms/Conditions on the company’s website on April 30, 2013. It began notifying customers of the change in their May statements. Armstrong’s also provides a mobile app and online usage meter to help customers to monitor their usage. Customers are also encouraged to contact our support team to better understand their usage and receive guidance 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 every customer to ensure that all customers are well informed of the new policy and their options to purchase additional data capacity.

When the FCC enacted the Open Internet Order in 2010, Chairman [redacted] openly acknowledged that it was fair and reasonable for Internet Service Providers to establish usage limits to continue promoting investment in the 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 few years and such policies are rapidly becoming industry standard.

Armstrong encourages [redacted] to contact our Customer Service Center if she has any additional questions about this new program.

Thank you for your attention to this matter.

Sincerely,

Agency Complaints Response Team

Great service every time I have dealt with them!

Review: On July 31st, I spoke to [redacted]. He is a customer service representative with Armstrong Cable in Butler Pa...phone number 877-277-5711. When asked if my internet services would be cut off if I paid on the 15th, he told me no. He said that I would be fine as long as another bill doesn't print, and that another bill doesn't print until August 17th so I would continue to have services.On Monday August 11th, Armstrong Cable cut off my services. When I called in to inquire why I was given wrong information, the customer service rep stated that I could have asked for an extension. At this time, I asked to speak to a supervisor and the supervisor said that she couldn't help me until I paid the $90.00. I then asked to speak to someone over [redacted] and she connected me to [redacted]. [redacted] stated that they would use my experience as a training opportunity for [redacted]. I explained to her that I have school and that I need my internet services to submit papers and post discussions. She said she could not do anything for me because it was printed on my bill that I needed to pay by a certain date. Our conversation continued and I asked for her supervisor. She then went on to say that she is the highest person available and that she can't do anything for me and that she will use my experience as a training opportunity. I then asked her for her name and direct number and she hung up the phone on me. She knew the number I was calling from and she did not return my call. When I called back, she refused to take the phone call.Desired Settlement: I would like for someone above [redacted] to call me and settle this dispute. I also want my services restored and credit for customer service's crucial mistake.

Business

Response:

I am in receipt of your e-mail August 13, 2013, regarding a complaint filed by [redacted] (the “Complaint”). Armstrong Utilities, Inc. (“Armstrong”) has investigated this Complaint and I offer the following information. Ms. [redacted] did contact the Armstrong Customer Service Center on August 12, 2013 to inquire about her account. She was advised that her service was disconnected due to non payment. Our Customer Service Representative informed our customer that she had a two month balance totaling $84.90 that was due on August 7, 2013. At this time, Ms. [redacted] informed us that she had spoken to another representative on July 31, 2013 and made a payment arrangement to pay the balance on August 16, 2013.

Upon reviewing the details of this account, we acknowledge a miscommunication occurred regarding her payment arrangement. A Customer Service Supervisor restored Ms. [redacted] service and we honored the payment arrangement that was made for August 16, 2013. The supervisor reported that our customer was satisfied with the outcome. Armstrong would like to apologize for the miscommunication and inconvenience we caused our customer. Armstrong feels that this issue has been resolved to the customer’s satisfaction, if this is not the case we encourage Ms. [redacted] to contact us at 1-877-277-5711. Thank you for your attention to this matter. Sincerely, Agency Complaints Response Team

Cc: [redacted]

Review: nothing but problems with phone and cable service. had to switch to armstrong phone from at&t in order to receive their bundle package. since switching about 1 year ago, had problems with services at least once a month. no issues are ever resolved permanently. once one issue is resolved, another pops upDesired Settlement: reimbursed for the past year at the amount of $1,560 ($130x12)....armstrong refused to acknowlege the absence of service / their incompitence. due to living in an apartment building, they know we can't switch to another cable provider...which only further justifies their indifference because their is no incentive to provide adequate service.

Business

Response:

Your reference: [redacted] Complaint No. [redacted]

Our Reference: [redacted]

Dear Ms. [redacted]:

We are in receipt of your e-mail dated August 14, 2013, regarding a complaint filed by [redacted] (the “Complaint”). Armstrong Utilities, Inc. (“Armstrong”) has investigated this Complaint and we offer the following information.

[redacted] has contacted the Armstrong Customer Service Center (the “CSC”) numerous times since July, 2012 reporting trouble with his services.

Armstrong has resolved each of those reported issues. Despite repeated remote diagnostic tests that have shown [redacted] MTA to be in working order, Armstrong has sent technicians to [redacted] house several times. Armstrong has reset the MTA and strongly advised [redacted] to cease turning the modem off. Armstrong did replace [redacted] cable box on one occasion.

Armstrong feels that it has investigated this matter thoroughly and that the issues have been resolved with the highest level of customer service. We feel that we addressed [redacted] issues in a timely manner and scheduled service calls when necessary to further address his issues. Upon review of the service call history on [redacted] account, we have determined that a credit for one month of PVR service would be appropriate due to an issue with his cable box. This credit will be applied directly to [redacted] account and he will see that adjustment on his next month’s invoice.

Armstrong encourages [redacted] to contact our Customer Service Center if he is still experiencing issues or has any additional questions and/or concerns about his service.

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: We have been using the email address [email protected] for the longest time. When I tried to log in with user name & password I noticed it was gone. I called Armstrong and they stated email now belongs to another customer. I have never authorized for this to happen, when I called Armstrong they are telling me that we have never owned this email address, which is not true. We use that for out facebook log ins, vitamin world sends coupons there, etc. They are not giving me the email address back and have made no effort to correct this.Desired Settlement: I want the email address back.

Business

Response:

July 12, 2013

Revdex.com

Columbia, Mahoning and Trumbull Counties

P.O. Box 1495

Youngstown, OH 44501

Re: Your reference:[redacted]

Our Reference: [redacted]

Dear Ms. [redacted]

I am in receipt of your e-mail dated July 9, 2013, regarding a complaint filed by [redacted] (the “Complaint”). Armstrong Utilities, Inc. (“Armstrong”) has investigated this Complaint and I offer the following information.

[redacted] contacted the Armstrong Customer Service Center on July 2, 2013 to report an issue with the user name “[redacted]”. Our Technical Service Representative reviewed her account and verified that this user name was not assigned to her account. She was informed that the user name was currently, and had been for some time, assigned to another Armstrong subscriber. [redacted] insisted that she had been using this user name for Face book logins and to receive coupons online. We assured [redacted] that we would thoroughly investigate this matter and keep her updated on our progress. This issue was escalated to our Internet Operations department to review the history of this account and to verify which account has been assigned the user name in question. The investigation confirmed that this user name was assigned to another Armstrong internet subscriber in September 2006 and has been assigned to that other subscriber’s account since then. We show no records that this user name was ever associated with any other Armstrong account. Armstrong was in constant contact with [redacted] keeping her updated on our investigation. She understands that the user name was never associated with her account and that a different user name is assigned to her account. Our Technical Service Supervisor contacted [redacted] again on July 11, 2013 and reiterated the outcome of our investigation. She seemed satisfied with the resolution. Armstrong encourages [redacted] to contact our Customer Service Center if she has any additional questions or concerns. Thank you for your attention to this matter.

Sincerely,

Agency Complaints Response Team

Cc: [redacted]

Armstrong

Attn: Agency Complaints Response Team

437 North Main Street

Butler, Pennsylvania 16001

[email protected]

Great service every time I have dealt with them!