Atlantic Broadband Customer Service Issues

Subject: Unsuccessful Internet Installation Experience Hello, I am writing regarding an unsuccessful internet installation at 8 Ridge Rd, Deerfield, NH on 5/29. Despite the technician's efforts, we couldn't establish a connection. After numerous troubleshooting attempts and changing modems, the issue persisted. Even after installing an amplifier, the problem remained. I contacted customer service, but their suggestions were not helpful. I have another technician scheduled for 5/31, but I am concerned that the issue may not be resolved. I believe there is an underlying problem with Atlantic Broadband's service that needs attention. Your prompt assistance in ensuring a successful installation is greatly appreciated. Thank you for your time. Sincerely, Ray M. [redacted] [redacted]

I am experiencing frequent internet outages affecting my ability to work on multiple devices and my TV service in Griswold and Jewett City. These disruptions have been ongoing for 17 months despite visits from technicians. I kindly request prompt resolution from ATLANTIC BROADBAND to avoid customers like us having to switch providers. Your phone line is also unreachable. Thank you, Diane.

I accidentally unplugged my Cisco DPC3848VM modem/wireless router, and now only the DS light is on, while the ONLINE light remains off. Despite trying a reset both physically and through the IP Address, the issue persists. I believe someone should check and possibly adjust the router's settings. I would greatly appreciate assistance on this Saturday night.

I have unexpected charges on my bill for February and March, totaling over $40.00. I was assured by customer service last month that these charges would be removed, and I was also promised a box and prepaid label to return merchandise, which I never received. The charges are detailed as follows: A Value Digital Adapter charge of $41.94 for six units at $6.99 each, and a separate Sports Programming Surcharge of $8.67. Initially, I was informed that I needed to upgrade my Digital Adapter Boxes, which turned out to be unnecessary as mine were already current. I only have four boxes, not six, and I was under the impression the new ones would be free, not an additional $6.99 monthly per box. Despite being told the charges would be reversed within three days and not reflected on the next bill, they were still present on the latest statement for March 25. I feel deceived and frustrated as I have been paying for unused equipment. I demand these charges to be removed promptly as I was misled and now unfairly burdened with these costs.

I have been a loyal customer with this company for 4 years. Unfortunately, my bill keeps increasing unexpectedly. In January, it jumped over $[redacted], but after contacting them, they "re-adjusted" it to $[redacted] per month, with the condition of extending my contract for another 2 years. Recently, it has gone up again to $[redacted] per month after just 6 months. I have been trying to reach them to discuss these continual increases, but I am facing difficulty getting through on both of the phone numbers I have. Paying close to $[redacted] a month is unreasonable for me as a senior on a fixed income. Regrettably, there are no other providers in my area, leaving me feeling trapped. I am seeking to have my bill lowered back to its previous amount.

My father's cable, located at Lot [redacted], Lot 2 in Benton, PA, is currently under my husband's name, Jeffrey McAndrew. My father, William E. Goodrich, 85 years old, is experiencing rising bills and struggling to reach customer service for assistance. He should only have basic cable and a phone service. I kindly request a review of his account to confirm the updated monthly bill with the recent increase. To address his concerns, he can be reached at [redacted]. Alternatively, I can be contacted at [redacted] until 4 pm today. We also subscribe to Atlantic Broadband services at 6 Elk Run Road in Benton, PA. I appreciate your prompt attention to this matter. Thank you, Lori McAndrew (daughter)

I am frustrated with having to wait for hours in the morning for a technician and then waiting even longer after returning from an appointment. I mistakenly pressed the record button on my TV remote, causing a snowy screen to appear with a message about weak or no cable signal. I have tried various troubleshooting steps to no avail. Although I understand there may be delays due to the pandemic, waiting for phone support is challenging. Despite attempts to refresh the TV signal, the issue persists. I have unplugged and reconnected all the cables with no success. As we only have one TV, I am eager to have it functional again. Currently, I am waiting for a technician to reach out for further assistance. It's frustrating to pay for a service and not receive the expected support.

I've been attempting to reach Atlantic Broadband customer service for days to cancel internet service at Pachaug Campground & Marina in Griswold, CT. Each day for a week, I've been on hold for over an hour, sometimes even two, without getting through. This issue isn't unique to me as 4 other campers have experienced the same problem, leading them to leave for the winter and leave us their equipment. We all wish to cancel our service for the winter season starting October 1. Other campers who faced the same predicament have already left for winter, handed over their equipment, and also want to terminate their services for the winter.

I made a payment yesterday to keep my service on until Thursday, but it got shut down. I've been trying to contact Atlantic Broadband for hours. It feels like I'm getting hung up on whenever they pick up. I'm incredibly stressed and annoyed. I need my service back on, especially since my daughter has online classes. I don't see why this is happening after I made the payment. I've tried all the numbers available, but no luck. I hope someone can assist me soon. Apologies for the rant, but this situation is frustrating. Thank you in advance.

My sister needs to transfer her TV service from her summer home to her winter apartment. The existing lines were installed last year. She's unable to reach Atlantic Broadband for over a week via phone. She just needs a quick connection to get started, but the office is closed due to COVID. As she's elderly and doesn't use a computer, she's relying on me for help. I have all her necessary details and am trying to assist her in resolving this issue promptly.

I am experiencing an issue where my email is sending messages to websites I frequent, resulting in auto replies cluttering my inbox. Lowe's specifically is sending auto replies every couple of minutes, causing chaos in my emails. I am not intentionally sending these queries and I am unsure how to stop them. I would appreciate guidance via phone or email on how to resolve this problem. It would be helpful if someone from Atlantic BB could assist with this issue on your end.

I am experiencing numerous issues with my internet service. Despite having the fastest internet available, I am facing frequent outages and incredibly slow speeds. I believe I am entitled to credits for these disruptions. Additionally, I am unable to access my WiFi admin panel due to a username or password error that requires a reset. The WPS button on my modem is also not functioning correctly. I suspect a major problem with the modem. I have been waiting on hold for over five hours for assistance and need urgent help. I am prepared to escalate this issue if it is not resolved promptly. Please contact me within the next 10-30 minutes to address these ongoing service issues. Thank you.

I am experiencing issues with my telephone modem. I have tried all the suggestions provided in a previous call but none have resolved the problem. Currently, the modem has no lights on at all. I am unable to use my phone and require a new modem urgently. I would appreciate a prompt response to this email as I did not receive replies to my last two attempts to contact you. I am disappointed with the customer service received so far. Thank you.

I simply forgot where channel #64 is on my TV. This was a small question I asked, but I couldn't get any help on the chat line or the website. I was told it would be a 45 to 60 minute wait to speak to someone, using up my cell phone minutes just to get a simple answer. I never got to address my larger issue of why I owe so much in arrears. I paid what I could to get by until next month. As a retired 71-year-old woman, during the pandemic, my only company is my PC and the TV. When your office was open in Berwick, PA [redacted], I could easily get help. Now, I'm very disappointed in your customer service. I believe you can improve.

I have been trying to resolve a phone problem all morning. Three different people attempted to fix it from their end, but the issue persists. My attempts to schedule a tech appointment by phone were unsuccessful as the calls disconnected twice. The problem is that the caller cannot hear me, but I can hear them at random points during conversations. This occurs on both our corded and portable phones. A technician mentioned a possible issue at our pole. This ongoing problem has worsened over the past year despite me purchasing new phones and cords. My immediate concern is to arrange for a technician to come and inspect the phone lines.

My account ending in [redacted] has an issue with one of my cable boxes. I've tried contacting customer support without success. The serial number of the faulty box is M10807TCQ618, and it's overheating with the fan not running. I need a replacement sent to my alternate address at 75 Crown Knoll Court Unit [redacted], as 85 Crown Knoll is a rental property. Urgent action is required as my patience is wearing thin, and I may need to cancel all services if this matter is not addressed promptly. Looking forward to your swift response. Thank you, Michael O.

I am experiencing issues with the Motorola box provided by Atlantic Broadband under my TV, as it is not powering on and appears to be completely dead. Despite checking all connections and cables, and confirming the electrical circuit and battery life of the remote, the box remains inactive. My other TV connected to the same ABB service is functioning correctly, indicating the issue is isolated to this particular box. I have been a loyal customer for over a decade, consistently paying my monthly fee without equipment upgrades being offered. Given the recent price increase and the sudden malfunction of the box, I believe it may be time for a full upgrade to more current equipment offered by Atlantic Broadband at a lower cost.

I have been a loyal customer of your cable service for many years, but I have been facing issues with about one-third of the channels not working. Despite several complaints and service visits, the problem persists, often reoccurring shortly after being supposedly fixed. This recent outage has lasted for weeks, and it is frustrating that no one can seem to resolve it. I have tried to be patient, but I am becoming increasingly dissatisfied with the service. I even spoke to a technician about the problem a month ago, but nothing has improved. I am considering switching to a different provider if this issue is not addressed promptly. The constant service interruptions and the inability to have a permanent solution are disappointing given the cost of the cable subscription. I need someone to address and fix this ongoing problem as soon as possible.

We have attempted to contact technical support for over a week but have not received any assistance. We kindly request a technician to visit our home to reprogram the TV remote. We had to replace it with a new one for our living room as the old one is no longer working. We prefer not to receive email confirmations for this request as we are paying for onsite repairs and expect prompt resolution. If this issue is not resolved, we may have to consider switching our services to another provider. Our contact number is [redacted]. This has been a frustrating experience in trying to resolve this technical problem. Thank you, Patty & Mike D.

I am experiencing persistent pixelation on my TV despite repeated service attempts to resolve it. When using my TiVo for playback, the shows are frequently pausing and have poor quality. This issue has been ongoing for several months. A supervisor visited a few weeks ago and identified necessary steps to address the problem. They temporarily connected to the Atlantic Broadband box and mentioned a crew would install and bury a new cable hookup. There was a mention of potential additional action due to a possible neighborhood-wide issue. I am frustrated with the situation and would like it resolved promptly by ABB.