Atlantic Broadband

Review: Numerous times in the past several months myself and the entire street - including the Church next door (with a business account no less) - have been experiencing constant outages of Internet and phone service. For some reason, the TV signal stays up even while the Internet and phone are both out. I work from home, and depend on Internet service for connectivity to the home office, and telephone for customer support. I used to have [redacted] where I lived before and NEVER had these kinds of constant issues. I've met probably 6-8 different repair people. Every one of them tell me the issue is fixed when they come out, and it never is fixed. The same issue over and over again of outage after outage, at least two to three times per day. When we call customer service, they "look at the modem" remotely and note there are hundreds and hundreds of errors, so these aren't undocumented and unsupported complaints. I've had not one, but TWO different "line managers" (whatever that is) call me and assure me, promise me, that the issues will be taken care of and that they'll "see this through until it's fixed permanently." Well, the same issues have occurred over and over again. This week (1/3/16-1/6/16) alone, in less than three days, the phone and Internet have gone down five times at seemingly random points throughout the day. I'm working, then all of a sudden boom, it goes down, sometimes for hours at a time, sometimes a few minutes.

This is absolutely ridiculous considering what we're paying for the services. I've never in my life seen such poor customer service, poor repair jobs, and broken promises from a service provider. I've called and logged a half a dozen tickets, all legitimate, not to mention the rest of the people (the Church included) on this street. We've been given the runaround and told the same nonsense over and over, and nothing is being done about it. All the while Atlantic Broadband is running off to the bank with our money. I guarantee if I didn't pay my bill, they'd be all over me like white on rice and threaten credit reporting and loss of service. Ironic how a company this big can get away with such poor service and customer service. Well, I've had enough, the people on my street have had enough, and we want something done. We want the issues fixed once and for all, and I will not rest or stop reporting them until it's fixed. I don't care what it costs them, they need to get with the program. It's 2016!! There's no reason this should be happening in our world of "progress."Desired Settlement: I want credit applied to my account for the loss of hours upon hours of work, and the constant wasting of my time with multiple repair contractors. I was told someone would contact me regarding a credit to the bill, and no one called. I've been promised over and over again someone would call, and they don't. I want credit, and if the issues continue, I want a written statement allowing me out of my current contract so I can get Internet, phone and TV service from DirectTV, Verizon, or another provider in this area. This has gone far enough. This is the last straw, and if something isn't done, I'm filing a complaint with the state attorney general's office and finding another provider that will take care of their customers.

Review: Atlantic broadband charged me twice for the same bill, I took my bank statement for prove. They said it would take weeks for a refund. It didn't take them weeks to take my money. Now I want a refund. The customer service was no help. I spoke with Douglas and he told me to go to south mont Blvd office for a refund, so I did and I was told I had to wait.Desired Settlement: I want my refund now, not in a few weeks

Review: I have both my cable and Internet service with Atlantic broadband. In November of 2013 I called to upgrade my Internet service to the next package up. I was charged for the upgrade on my next bill and every bill afterwards. And on Sunday December 6th I was having issues with my service so I used there website to do a speed test. The test results showed I was only getting 10 mbps download and 1 mbps upload. After seeing the results I called the company to question why I wasnt recieving the speed I was paying for. The first gentleman that I spoke with was named Mark. He told me that I was only on the preferred I tenet package which is 10 mbps download and 1 mbps upload. He also told me that he could see that the billing code was on my account for the upgraded express package but there wasn't a code on there for the upgrade to be done on his end. I was then put on hold and transferred to customer service. She told me that the codes were correct on her end and transferred me back to tech support. The second guy I talked to td me the codes were there but I would have to wait for the scheduled maintenance to be done for my modem to update. I was then transferred back to customer service to talk about the billing issue. She told me that she couldn't autorize a refund with out talking to a supervisor. I was the. Placed on hold to wait for a supervisor. I waited on hold for an hour and a half with no one ever picking back up. Over the next three days my wife and I made several phone calls to the company and every time we were placed on hold and never able to actually talk to someone. Meanwhile after I talked to the second tech my Internet service stopped working all together. Each time I called tech I was told it was because of the maintenance issues. Then I finally talked to someone who knew what they were doing on Tuesday the 8th. He told me that my modem had been placed in a mode that had it basically shut down for service. He told me that when the guy named tim changed the codes on Sunday that he didn't enter them correctly and that that was the issue. He got the modem working and for the first time since I had been paying for it for two years I had the 60 mbps download and 8 mbps upload speeds. He then transferred me back to customer service to talk about the billing issue. I have talked with several different representatives and all of them have given me different answers. The one girl said that I was completely right and should receive a refund but she had to talk to a supervisor. She told me she would call me back after she had. Two days later I get a call back telling me that because I hadn't reported it sooner that there wasn't going to be a refund. I have been charged 15.00 plus tax for more than 2 years for a service I wasn't recieving. No one at there company seems to know what they are doing and I would love to switch to a different provider but for some reason in a country where monopolies are illegal I have no other option to go with. I am out 365.00 plus taxes and no one will do anything about it.Desired Settlement: I am just asking to be reimbursed for the money I was charged for a service I was not provided.

Review: I opened a trouble ticket with AtlanticBB on 01/25/2015 due to extremely slow performance of the Internet service that I purchase through them. The issue had been occurring for approximately a month at the time of the report. The speeds realized during anytime of the day were typically 1/30th (1 Mbps) of the 30 Mbps service that I purchase. ABB technical support informed me that the issue was related to a utilization issue in my area and that service would require new hardware on the company's side. To date this issue has not been corrected. Recent calls for updates are met with a notice of high wait times and when contact is successful I am informed that the engineers have not provided any specific updates to my ticket.Desired Settlement: I want the issue repaired and would like to have the advertised speeds I pay for delivered. I would like a complete refund of all payments made to the company since January 2015. I would lie no additional charges applied to my account until the matter is resolved and I would like to receive the introductory price of $29.99 for the first 6 months following the repair.

Business

Response:

Thank you for taking the time to reach out to us in regards to your concerns with your internet speed. We have added your account to our reporting software so that we can address your speed issues and we hope to have the problem corrected soon. In the mean time we have entered a credit of $62.00 for January and February. On behalf of Atlantic Broadband I would like to thank you for your continued loyalty. If there are any further questions or concerns, please contact me at (888)536-9600 ext 3301. Sincerely, Gina Herrera Customer Care Manager Atlantic Broadband 120 Southmont Boulevard Johnstown, PA 15905 Cc: Courtney Long

Review: internet slow since December 2014. Contract speed of 75 down load, but only providing 5 down load. I have called multiple times about this. Business reports that my service area on an overloaded node. On list to correct. Still not corrected.Desired Settlement: correct down load.

Review: I received Atlantic Broadband cable services in my Johnstown, PA home on September 19, 2015. At this time, AB had to replace my cable line with a new HD wire. This line hookup is in my neighbor's yard and runs approximately 110 to my home jack. The field representative for AB assured us that the line would be buried within two weeks. Peoples Natural Gas and other utility services came within days to mark where their lines are buried; however, AB never showed. Weeks turned into months and my wife and I continued to try to get this problem resolved. Approximately thirty phone calls have been made to resolve the issue. Many of these required 20+ minutes on hold, which I hung up. On five occasions operators were been reached. Three times the customer service representative opined that an independent company is responsible for burying the line, and a request has been filed. Twice representatives noted that they are unable to help, as a third party company is contracted to bury the line. One of these calls, the AB employee reported that she is unaware of the burying company, thus there is no way for her to contact them. Finally, one email response was received. AB stated they would be contacting the burying company and assured my wife and I that the third party company would call us.

The issue is quite irritating on many levels. I've recently moved into a nice residential neighborhood and the cable line running through my neighbor's yard has not made the best first impression. In addition, there are three different utility flags (red, yellow, orange) littering my yard for almost a quarter of a year. The ground is going to freeze, and this issue needs resolved ASAP. Last but not least, young children live within feet of where this ground cable hookup is located. I am quite fearful that one of the children will become injured by the exposed wire. I appreciate your time, and am looking forward to hearing from you soon.Desired Settlement: I want my cable line buried as soon as possible.

Review: MY HUSBAND AND I HAVE BEEN CUSTOMERS FOR MORE THAN 10 YEARS. FOR THE LAST MONTH, WE HAVE HAD AWFUL SERVICE ISSUES WITH THIS COMPANY. OUR INTERNET SPEED IS IN AND OUT AND OUR SERVICE LAGS. I WORK FROM HOME AND MY JOB REQUIRES BUSINESS SPEED INTERNET SERVICE. I PAY $75/MONTH FOR A SERVICE THAT HAS BEEN LACKLUSTER FOR SOME TIME. IT IS NOW AFFECTING MY JOB.

WHATS WORSE.....WE HAVE ATTEMPTED TO CONTACT THE COMPANY FOR THE LAST 2 BUSINESS DAYS. NO ONE EVER ANSWERS THE PHONE AND NO ONE RETURNS OUR CALLS. WE ARE PRACTICALLY PAYING FOR A SERVICE THAT IS NOT DELIVERING!Desired Settlement: I PAY FOR BUSINESS SPEED SERVICE - I EXPECT THE ISSUE TO BE RESOLVED. IF YOU ADVERTISE INTERNET SPEEDS FOR A CERTAIN PRICE - YOU SHOULD DELIVER THOSE SPEEDS.

Review: I have subsribed to Atlantic Broadband internet server for several years. A couple months ago I upgraded my service to a package that advertised a 75mb connection. Within the past month I have noticed times when my internet connection was noticeably slow. I used the speed test tool on the Atlantic Broadband website to test my actual internet speeds. At that point I found my speeds were never at the rated speed or even half of what was subscribed for.

At that time I called the ABB support line and scheduled to have a technician come out and adjust settings on the line in my home. When the technician arrived he tested the line and said it was fine and that the problem was thee was too many people on our node and nothing could be done.

Once again I called the ABB support line to see if anything else could be done to provide me the quality of service I was paying for. At this point the service representative told me that the node I was on was indeed oversubscribed and I would just have to wait unti they upgraded the hardware and infrastructure for my node. He also told me this node serviced around 1000 customers in the Hollidaysburg PA area. When asked when this upgrade would get completed he told me it often takes 6 months or more to resolve these issues.

After expressing my displeasure in paying for a service I was not receiving the rep told me I would get a credit on my bill for the periods when it was slow. When I asked how much credit he said his supervisor would have to determine this. I gave the rep my number and told him to have the supervisor call me with the amount. I have since never heard back from anyone at ABB. Additonally my latest bill has come and there was no adjustment on it.

I have tracked the speeds for the past 2 weeks now and recorded it. I test it several times a night and never does it meet even half of the rated speed and often it is below 5MB. Below 5MB does not even meet the FCC definition of broadband. I cannot even stream video such as Netflix in the evenings with these speeds which was the whole purpose of getting their best package.

All in all my complaint is this: Atlantic Broadband is advertising and selling a product they know they are unable to provide and make no mention of the areas that cannot sustain the speeds subscribers are paying for. This goes beyond poor service, the are defrauding the consumer. When searching the Revdex.com complaints you can see this is a common practice for them.Desired Settlement: Atlantic Broadband in this area is clearly and intentionally misrepresenting their services. They admit they are unable to provide this level of service yet they continue to advertise and sell the service. They admitted this problem affects about 1000 customers in my area. If they are unable to fix the issue I want them to refund the difference in price between these 1000 customers subscribed package and a 5MB package to all affected customers. Additionally I want them to place a disclaimer on their website stating rated speeds are not available in all areas.

Business

Response:

To whom it may concern,We acknowledge the speed issues referenced in this complaint. Atlantic Broadband is committed to correcting this issue. Current ETR is 3-4 week. While we are experiencing this technical/network issue we are issuing customers credit to compensate for the lesser speed. We have made customer contact with Mr. [redacted] to make him aware of our actions and credit. Sincerely,Atlantic Broadband.

Review: On 12-18-15 Atlantic Broadband sent a door to door salesman down our road. Mark Rep#[redacted] knocked the door of my house and offered me service along with all of my neighbors. Mark explained that [redacted] (my current provider) had nothing on there service that he could give me 20 times the internet speed, better TV, and a much better price. On 12/22/15 at 1253 pm Mark called me and told me he could not provide my house service. I signed up for the product and was very excited. It is a terrible business practice to offer service when I did not seek them out and then refuse service. 12/22/15 I called and spoke with a sales supervisor who told me he would get back to me about why I was not serviceable. On 12/31/15 I called in and spoke with another person who stated she would call me back with why I was not serviceable. On 1/8/16 I spoke with Darla who stated I was not serviceable and Its not appropriate for them to have serviceability checks prior to the door to door salesman, however she would attempt to have a supervisor call me back with a rational of why I am not serviceable. My next door neighbor currently has Atlantic Broad Band service.Desired Settlement: I would like the service I was offered and signed up for.

Consumer

Response:

Atlantic Broadband has agreed to provide services and install the wire at no charge as agreed upon originally.

Review: I called Atlantic Broadband in August '12 to setup TV and Internet. The person that I was living with started to receive free Direct TV because he worked for them in October. I called Atlantic Broadband to cancel the TV portion of the package, but I wished to keep the internet. I was told that my bill would be $38.01 per month*. In June '13, I received an online bill** for $76.01. I was confused as to why this would be so expensive all of a sudden. I was due to move out in July, so I figured I would ask them when I called to cancel the service. Before I even had a chance to move out, my internet service was disconnected[redacted]. I figured this meant that I wouldn't get any more bills, as I was no longer using the service. At this point in time, I did not have access to a phone. Someone had stolen my phone out of my wallet one night; my only means of communication were through a computer. I received another online bill stating that I owed them $157.02. I tried emailing their [email protected] address which is offered in case there are issues with your billing. I explained that I was moving out, that I know the service had been disconnected already, and that I should not be receiving anymore bills. No response. I received another bill stating that I owed $239.73. I tried emailing again, still no response. Today, while at work, I asked my supervisor if I could please use my work phone to contact them. When I called, the representative explained that they could not disconnect the service until they received the equipment and that I would continue to get billed until they did. I told them that I was never told this and that I emailed multiple times with no response. She kept insisting that someone would have told me this and I was responsible for the bills even if I no longer lived there.*This Rep never stated that this was a 6MO promo. The rep today said it stated this on my billing statements. Why did I pay only 38.01 from October to June then?**Online billing statements do not show the--Desired Settlement: --same information as on a paper bill, apparently. No where on the online bill does it state this was only a 6MO promo.[redacted]Again, no notification that this was about to be disconnected, nor was I ever told that I needed to send in the equipment, let alone how to. I notified them multiple times with no response as to how to resolve this.Settlement: I should not be required to pay the 2 months that I didn't use the service as well as the extra $38 after this so called 6MO promo expired.

Business

Response:

Review: We upgraded our internet to the 75mbps internet because we wanted better speeds for gaming. Ever since we upgraded we're lucky to get speeds of about 5 mbps which is what we were getting before we upgraded so now basically we're paying more for nothing. We understand that internet is a little slower during peak times but unless everyone on our street pays the most amount of money for their service we should have priority. They refuse to do anything about the problem.Desired Settlement: I want to get the speeds close to what we are promised with the exception of peak times and such. We should average around 35-45 mbps not 5.

Review: This company is charging me for equipment that was returned to the serviceman who came to cut off the service. There should have been no equipment charges to my account.

Additionally, I received no notification that this was being sent to collections. This has now appeared on my credit report bringing down my credit score. I want this off my credit report as I did not receive proper notice as required by WV law.Desired Settlement: Removal of this from collections and therefore from my credit report.

Review: Atlantic Broadband has oversold the entire Carmichaels, PA area, and possibly surrounding regions. Users paying for 75Mbps are getting 5Mbps, others like myself are getting internet that is nearly completely unusable, regularly speedtesting during peak hours at 0.21mbps to 0.75mbps. We have a teacher in the home who is unable to do schoolwork due to being unable to load pages on the cloud. Streaming services do not work. Download speed regularly clocks at 1.5kbps-30kbps. Atlantic Broadband has made excuses like it is the users' lines, that work will take 2 months or more to fix, and other lies until enough badgering gets a rep to admit the area is horribly oversold. This has been ongoing since October of 2014 and yet the service is only getting WORSE, not better. It is completely unacceptable and you can see regular complaints on the DSL Reports forum regarding the service in Carmichaels.Desired Settlement: I want Atlantic Broadband to stop treating customers like is that don't know what's going on and I want them to provide bandwidth ample enough to actually support the customers they have signed up. They continually bring new subscriptions online and offer speeds they are completely unable to provide. They need to stop making excuses about why they can't add new throughput in the area and just DO IT.

Business

Response:

Thank you for taking the time to reach out to us in regardsto your concerns with your internet speed. We have added your account to our reporting software so that we canaddress your speed issues and we hope to have the problem corrected soon.In the mean time we have entered a credit of $73.82 for thepast 4 months of service. Moving forwarduntil we correct the problem you will receive a discount of $18.46 per month tocompensate you for the speed issues.On behalf of Atlantic Broadband I would like to thank youfor your continued loyaltyIf there are any further questions or concerns, pleasecontact me at ###-###-#### ext [redacted].

Review: Atlantic Broadband bought out Metrocast and in their process, they didn't inform the customers of this. Bills for October were sent out as Metrocast and the payment address was the same as it's been since the beginning. November bills came in as being delinquent, and when we called about this on 11/9/15, we were told the October payment would take longer to reach them, just subtract the Oct. payment & mail the Nov. payment to the new address. The next day 11/10/15 we lost our cable & when we called we were told it was because of the delinquent payment & we would need to stop payment on the Oct. check and pay the full amount. We told them a check was in the mail for Nov. payment & I would stop payment & issue the Oct, payment, so our cable was turned back on. Wednesday 11/11/15 we lost our cable again, we were then told we had to pay on the phone to stop our cable from being shut off, or keep calling to have it turned on again daily because this was beyond their control. They did turn it back on, so Thursday 11/12/15 I called & still had a message of delinquency so I paid on the phone to stop the process of losing our cable & calling to get it turned back on.

I feel this was not my fault and I need to jump through hoops to keep my cable turned on. Besides the calling to get my cable turned back on, I had to pay a stop payment fee of $25.00 for the Oct. payment, PLUS all the late fees I was charged for being delinquent. The Nov. bill came in at $318.54, but yet I had to pay $325.30 to keep my cable on. I have a check for $162.08 in the mail to them already, so I paid out a total of $512.38 to have cable uninterrupted in November. All because they couldn't send out a notice with the Oct. bill that they now own our cable & checks should be sent to the new address, or have the post office re direct the checks to them.Desired Settlement: I would like a credit balance of my Nov. payment check I had mailed out on 11/9/15 PLUS the $25.00 stop payment fee, PLUS any and ALL late payment fees I was charged during this awful experience I had to go through. It is the holiday season and not everyone has an extra $500.00 laying around to take care of poor business practices.

Review: I am currently being charged for services I am not being provided. I tried to cancel service and was transferred by the chat agent, put on hold three times, and transferred to a different department three times. They are charging me premium rates for services I am not being provided with.Desired Settlement: I would like to be reimbursed the full amount for the full time I was charged incorrectly and refunded all the money they are charging me everyday while not allowing me to cancel my service.

Review: Turneoyon service through atlanticbb and have had problems fromthe start. Afterseveral attempts to contact Customer Service supervisorsI was finally able to have service connected properly. Approximately 1 week after having service connected my service was disconnected because they failed to follow the automatic payment I had set up without notifying me. When I attempted to make a partial payment and arrangements to pay off the remaining balance I was told my partial payment was unacceptable and the entire balance needed to be paid in full. I accepted this and told them my account will be paid in full by November 3rd. on October 24th I received a bill for over 1400 dollars called and asked to have this explained was then informed it would cost me over $750 to reconnect the Service that I only had properly connected for less than a week. Again I was told the only way that going to regain service was with a full payment all they could do was waive the $40 reconnection fee. My house phone service was attached to my service to Atlantic broadband I am currently on disability with a3 year old living in my house and they have service disconnected with no notice and my medical conditions is unacceptable. The only reason I still have phone servic is I was still maintaining a cell phone waiting for them to fix my phone service.Desired Settlement: HAving only recieved half the services requested provide a partial refund for the lack of services received that were requested. reconnect service once payment is received and follow the automatic payments as was supposed to have been done from the start.

Business

Response:

After a careful review of Mr. Robert [redacted]’s account I find

I am unable to offer a payment arrangement based on the following facts:

Mr. [redacted] has only paid

Atlantic Broadband $68.47 for services since his original service

connection date on June 21, 2014.

Mr. [redacted] spoke to a

supervisor on September 30, 2014 requesting a payment arrangement/extension. Our supervisor approved a payment

arrangement for him to pay his bill of $256.37 on October 3, 2014.

As of October 17, 2014 his

payment arrangement was not honored and since we had not received the

promised payment in our office this resulted in the account disconnection.

In good faith, Atlantic Broadband offered a payment

arrangement outside of our normal operating procedures in order to assist Mr.

[redacted] in paying his bill at a later date.

Based on Mr. [redacted]’s recent request at this time I can offer to waive

the $40.00 restart fee. Mr.[redacted] would still be responsible for the

outstanding balance on the account, the first month’s service charges and any

applicable deposit prior to restarting service.

I have spoken to Mr. [redacted] today and he is aware of the

charges associated with restarting his service.

Sincerely,

Customer Care Manager

Atlantic Broadband

Review: Since Atlantic Broadband was purchased by Cogeco we have had terrible service. Starting from January 2012 to the present day we have regular daily outages and several multi-hour widespread local outages a month. My speed is also throttled nightly and I can check around 8-11PM that my "8Mb" internet barely clocks in at 1-3Mb. We have had constant tech visits claiming to have replaced this, repaired that, checked this, rewired that, but the problem persists and I have a serious feeling they are only claiming to repair various things without actually finding a problem or caring to spend the money to do any real repair work. They claim repeatedly that they are "putting my modem in quarantine" to watch its status, yet nothing comes of it and I see just as many outages as ever. They have numerous records of how many calls I've had and how many support visits we've called out over the past three years, and I have spoken to everywhere from the main support office to the local Uniontown supervisors. Nothing happens. They claim repeatedly they are "fixing some issues in your area" and yet nothing is fixed, nothing changes, and they are not providing the stable service I'm paying for.Desired Settlement: I want Atlantic Broadband to stop taking advantage of their monopoly in the Southwest PA area and pay up what is required to actually FIX the infrastructure in this region. Not temporary fixes, not stopgap measures, I want the stable service I'm entitled to as a paying customer and I want Atlantic Broadband to properly REPAIR whatever continues daily to cause issues here. I would also like grandfathered into their Express or Unleashed services given how long we have been customers.

Review: I have been in contact with Atlantic Broadband numerous times over the last couple months both via chat and telephone. Every time they tell me I am in a "slow speed area" with no resolution. Last month I spoke with a supervisor who was honest and gave me a 4 week time frame. I have heard no updates since then. He also said I would receive a credit for all of the months of slow service. I have not received that either. Writing this complaint the internet is nearly unusable. I pay for 30mbps service and currently get about 2mbps. I am tired of paying for inferior service. I can't go anywhere because they are the only "high speed" provider in our market. I am tired of getting the run around and I want firm answers and a solid commitment that they are going to restore services to their proper operating levels. I have filed complaints with them, the FCC and now here. Nothing seems to get through to them and they are continuing to play with their customers.Desired Settlement: I would like the services restored to their full operating level. I would like a refund of the poor speeds that I was promised months ago. I would like a firm guaranteed time frame for completion of these repairs. I would also like a firm plan of how they will prevent these issues in the future and how they will improve their customer service.

Review: A service tech came to my house 10 days ago, due to the poor internet that I receive at my house. I received a new modem.

The tech suggested I try a better modem, and I did so. I have the best modem available. My service continues to be terrible.

Every suggestion that ABB suggests is garbage. I have done all the things that I am asked to do, and it's total nonsense; I am getting times where the PING rate on my line spikes beyond usable levels. I work online, and when the ping rate gets too high, I can't stay connected to my job.

Sadly, this company is the only choice for Broadband in my city; I have had a decade of problems with this company.Desired Settlement: Fix the problem, buffoons. Do what you are supposed to do and fix the internet delivered to my house.

Review: I pay for internet speed of 30-3 and I was only getting 20-2 since oct 2013 and was told nothing but a 10.00 credit and I have been having problems with internet and paying for high speed and wasnt getting it I dont see how thats fair that im paying for something im not even getting. its like they dont want to admit they are wrong and I dont see that fair for me wasting money on something I dont get.Desired Settlement: refund for not getting correct service speed since oct 2013 til june 2014 I pay $55 a month for just internet I want it for the time frame provided.