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The worst internet company I've had the displeasure of working with. They have long wait times to reach a customer service representative and they don't all give you the proper information. It's cheaper to have your own router and use autopay but be carefully; always check your bill. If you have service issues and you don't have their router, you're on your own. If the signal needs to be bumped up, don't hold your breath for them to come out, you'll probably pass out first. If you're in St. Mary's County MD, they have monopolized the area and only some towns have great coverage. The prices are outrageous at after 6 months. If you want to switch speeds, make sure it's after your did months or your promotional offer will be terminated the day you request a change.
On the phone with a rep of the company and after 20mins of waiting, was able to speak to an individual about the issue. He primarily focused on that the issue was modem-related. I had already reset the modem prior, yet he persisted. Rather than resolve the issue, he wanted to be my therapist and told me to calm down. Note that in the history, this issue has occurred just about a dozen times in Q2. Very unacceptable already. He avoided solving the issue and I asked to speak to a supervisor. Twenty minutes later, he comes back and mumbles a few words then automatically hangs up the phone. When the actual hell is this acceptable? I called back again to speak to another person and they put me on an instant disconnection when calling. This company needs to be investigated and most of their people fired for this service.
Been with ABB since 2017. One year after, new customer discount was removed. For the first few years, service was somewhat reliable though speeds were rarely what I was paying for. Called customer support to alter speeds at a lower rate. Speeds then became more reliable and rarely suffered an outage. Moved to a newer building, same zip code, in '21. Unfortunately, dealt with many conflicting statements from other customer reps regarding speed, payment, service, and even my location was recorded incorrectly. After nearly a half dozen back and forth calls, I finally spoke to a woman named Chris, who was able to resolve all of my issues, as well as a proper service speed and price. She was amazingly patient and polite. Atlantic Broadband never contacted me after for a review, so I am leaving one here in the hopes that someone will see it.
7 1/2 years since no one else provided service in my area without a phone. Paid years and rented all modems from ABB. Hours hours on hold to try to get through. Tech support is a joke. Modems are faulty and they know it. Plug and unplug modems multi times a day. 3 modems none work and internet (if you have any) is slow on highest package. Technician came out and checked wiring. Said it was modem again. After he left the NEW MODEM didn’t work (back to plug and unplug). ABB office is right down the street from my house. Goodbye finally!!!! Better cell companies offering WAY higher internet for a fraction of the cost. Someone needs to investigate this company please!??
Do not use this company for your internet service. They are a corporate giant, who gobbles up your local internet service provider, then they do nothing to increase their own customer service department personnel. Do the math, if you add 2 million new customers to your revenue stream, you are going to need to hire more customer service personnel. But that would cut into the company's profit, and the new CEO wouldn't look as good, and would have to buy a yacht that is 50 feet smaller than the other guy's yacht. They bought my local company, then they cut off my auto-pays without notifying me, then they cut off my internet. Great retention plan AB!
I called customer service of my old company to learn that AB had bought them. I called AB and I literally waited on hold for 46 minutes. Then I spoke to a girl who was 400 miles from me, and she disconnected my call! So I went to their website and "got in line" for their online chat, which also had an obscene waiting line. I literally fell asleep waiting for "my turn" to complain. So the next morning, I woke up and immediately "got in line" on their website. I was literally 8:01 a.m., and there was already a waiting line of people eager to complain. If you have any technical difficulties with your service, get ready to wait an hour or more to try to resolve it. Who has that kind of time? Stay away from this corporate giant; they care only about profits.
Ever since I got my Internet and TV service with Atlantic Broadband (unfortunately the only available company at Aiken, SC), first at a rental condominium then now an apartment -- it has been a very horrible experience: unreliable technicians, ridiculous customer service (no matter how simple your problem is, technical or anything - your waiting time on the phone is at least 45 minutes. Now I have technical issues at my apartment and I have been on hold for 1 hr and 15 minutes, and still counting believe-it-or-not) --- everything is real pain. I wish I have another choice. Believe-it-or-not, this is the apartment complex's choice as well, so I am a captive hostage (no other choice). Experience with this company is like living at third world countries, I thought I'm in America. This is beyond 'ridiculous'. There might be only one person on duty at their Customer Service in the entire USA. Very frustrating!!! Shame! Shame! Shame!
I used them for internet on our boat. It's seasonal usage since we are in New England and the boat gets put away for the winter. I tried to contact them to put us on seasonal hold for the winter but after trying 10 or so times and being on hold for over an hour I gave up. When they came looking for their money I asked the billing person if she could help me and she sent me back to the same number that nobody seems to answer. They manage to staff in the billing department but apparently the customer service department is not important. Well I guess I won't be using them next boating season. Hotspot for me next season.
I have called and called and called, each time waiting more than 90 minutes before hanging up completely frustrated and out of time to wait.
2. I am not able to access HBO Max.
3. I need to modify the services I currently have.
Worst Customer Service ever, you will wait online for more than 4 -5 Hours and they will not return calls nor emails and basically overcharge you more than $200.00 for services and they write tell lies for giving junk services.
I've been a "preferred" customer for 15 years, and it started out great, compared to AT&T. It has recently started increasing rates every year a lot (15-20%), with no improved services/features, their internet speeds are bad since increased COVID traffic, their tech help and customer service are WORTHLESS, and they never answer their phones anymore. After all these years, I asked to pay ONE bill 15 days late and they hounded me night and day and finally said they'd disconnect me even though I paid when I promised. I am 77 and it is my only connection to the outside world. They are an out of control monopoly now, and do not care how bad they are, because THEY DON'T HAVE TO!
I am outraged at the amount of time I waited for a customer service representative today. I was on hold for 2 hours and then Atlantic broadband cut me off then I was on hold for another 2 hours listening to the same Faith Hill song over and over and over. After 2 and a 1/2 hours I finally get connected to a flunky that was useless. Had no idea how to help me. I have a new remote they sent me and I was trying to program it per their instructions but it wouldn't work. I wanted help from ABB but they failed to resolve my issue. The rep could not help me. He said somebody would call me back within an hour. They didn't and I've been chatting with someone on Facebook and they respond every hour. They do not care about their paying customers. 4 hours on hold should NEVER happen. Only cable company available in our area but I'm dropping them.
When cable cost is more than a car payment. It's time to say bye-bye. Atlantic Broadband made it easy to cut the cord with them and switch to Verizon who charges me much less. You start out at a decent price but within six months, they start adding $10 or so dollars to your bill for one thing or another and you really don't mind, because really, where are you going to get cable television, they are a monopoly in this town. So your bill increases month by month until you're paying an astronomical amount until you can't afford it. Also, if you have a problem with your service with AB be prepared to wait at a minimum of 45 minutes. I never had a problem with their customer service like I see others talk about but the wait time, my Lord, that was awful.
Recently in my area there was an internet outage. Within a day or two everyone got back service but I did not. It took hours of being on hold, between my son and I, to get someone to talk to. My son, who is tech-savvy, told the rep that it was the modem that was the issue so they could just send a new one. They said a tech person will have to come out and gave me an appointment. This took a total of 6 days. When they came indeed it was the modem.
My trouble did not end there. I tried to call to get my bill adjusted as I did not have service for days but they were charging me the same fee. Needless to say I called several times was on hold for over 45 minutes and no one answered. They disconnected my service. I called to speak to a rep and was on hold no one answered. I went to the local office at 3:39pm. It was closed. So I had to pay the bill to get the service. I paid through the automated service. If you are looking for a company that can render good customer ATLANTIC BROADBAND is NOT the one.
Their service is not as reliable as it needs to be. But because they are the only provider in my area, they really don’t care. Calling is just as frustrating because you’re on hold at least an hour before someone even answers your call.
It's been reasonably priced because they don't raise the cost constantly like some others. It's pretty reliable, outages are minimal. They do dumb things sometimes like accusing me of hacking and wrecking some company's computer system because whoever did it spoofed my IP address, but once I got a live person they straightened it out. Getting a live person is not the easiest thing to do either. Bad guys spoof people's IP addresses thousands of times an hour, and it's not right to tell me I have to fix the problem for them and threatening to shut off my internet access instead of them handling it. I don't think they have very many real system engineers for the size of the service areas they cover; most of their "technical" people are not very knowledgeable.
Great service and internet. They installed it wrong at first and it was going down a lot, now they have improved all and it works great. Good speed. Reliable, decent customer service, decent price. They should offer their services to all not just Condo Associations. They have a very good setup and use the highest and best technologies. The only issue is on their TV they need to allow you to download your own apps you want, not just use a few they put on.
The internet speed is lower than available in Surrounding towns. Their bandwidth acts throttled, service drops out often. Service drops out with router losing internet, WiFi from router is weak and spotty. Cable and voip remain up so it is solely internet. Service incompatible with VPN.
Atlantic Broadband is one of just 2 large internet providers in our area and the WiFi goes out multiple times daily. We can’t watch a full Hulu episode without unplugging the router, customer services “fix” for every problem. New customer price started at $39, jumped to $55 in 6 months and is now $85 18 months into service. Our local office is always closed and you have to wait at least 35 minutes on hold to speak to anyone on the 888 line. Other local ISP offers better packages but they can’t provide services in the “city” because they aren’t allowed to compete with ABB. I think that ABB is just afraid of being shown up by a smaller, local company. I would give 0 stars if possible.
The worst customer service, I have been on hold now for 3 hours, my apps on my TV are not working, was promised a call back and of course never came. Also, the voice on TV keeps repeating. I live in a villa and was told that we live to close to one another. I guess I am supposed to move my house. My association switched to American Broadband and I am sure they are sorry with their decision. I paid for Amazon Prime and now can't use it due to my apps not downloading!!!! They really need to be reported to the FCC.
My experience is not bad, is horrible. I have lived in the UK, Brazil and now in the US, in Miami (Bay Harbor Islands) and I can say it is the worst broadband ever. Latency/Speed is bad, service stability is not good at all. Worse, they don’t care about customers. Service is expensive and when it goes down, you try to call them and stay 20mins waiting without any response (It just happened again today). I wonder how people from Bay Harbor Islands can move forward in this situation...
It's always a billing issue with this company. Got an awesome rate when I first got their service. Then the increases come. Why is it I have to call in every year to get a lower rate for ok internet service. $122 for just internet is ridiculous. Then they say they can't do anything for me a loyal customer for so long. Not to mention being on hold for 30-45 minutes every time you call in. This company has by far the worst customer service I have ever dealt with. To top it all off after I canceled service for poor customer service I find out there are no other high speed internet service providers in my area to go with so I will wind up going back to them for internet. This doesn't seem right to me. It's like they have a monopoly on service in my area. Wish I had other options.
My TV had no signal for over TWO WEEKS and now, also my internet is down since Tuesday. Called several times and put on hold for 15-20 minutes until disconnected. Sent 4 emails, with NO ANSWER! Attempted the chat, with NO ANSWER! IS THIS CHAT ANOTHER SCAM OF YOURS? YOUR CUSTOMER SERVICE SUCKS!!!
This has to be my 4th time getting or at least trying to get a hold of Atlantic Broadband since July 24th when we moved into our home. NOW my Tivo is not working and on the channel guide all it says is "to be announced". I went through everything the so called tech on the phone and the tech on f.c. messenger. NO luck with any. Now mind you I was on hold for over a hour but other times it was almost 3 hours! SO sick of paying for a service and not getting it. And not being able to TALK to a person. Checking other cable providers and maybe a antenna. Just sick of the crap.
First let me say that I can't complain about the cable signal or bandwidth or phone. But...getting tired of complaining about our bill. Last month, we were promised a verbally locked in rate of $148.31 for two years for basic package (we agreed to throttle down our internet since we dont stream videos, only have the epix movie channel that can have the same program on two of the four channels). If we decided to go elsewhere during this period, ABB said they would back bill us for each month of this package since this is a discounted package. So, next thing you know, the next bill we get is for 157.27.
This company billing is like the wild wild west. Anything goes and they always have an excuse for the increase. So, tomorrow we have to hold for an hour on speakerphone to wait for a rep. (Wife couldn't get a rep this evening, but the recording said if she wanted to talk to a rep to pay her bill, the fee would be $5.00 LOL). Most companies, during this pandemic, are cutting people breaks with their bills. My insurance company is CUTTING my bill $15.00/mo. Going to start investigating other alternatives. I think the state should investigate their billing practices. Rant over.
I have been using ABB for years. They provide internet with high speeds and high promises, which are never met. Comparing with other reliable sources, multiple co-workers, etc. Their prices are never the same. I am paying $100 for 300mbps, co worker is getting their new 1g package for the same price. I am really tech savvy, and on multiple occasions I’ve noticed they throttle the internet speeds, you may pay for a package like I am, but get better speeds from a Verizon hotspot via cell phone. How pathetic. Then you call them, they whisper sweet nothings in your ear. Guarantee in three months you will be back on the phone waiting an hour just to be told “your internet is working right now sir”. IF YOU HAVE ANY OTHER OPTIONS, including probably dial up, GO WITH ANOTHER PROVIDER. This provider obviously has no care to provide real customer service, if so they wouldn’t have 2.3 stars....
I'm reasonably happy with the service except for 3 things:
2. Not real happy with Tivo — it's too confusing.
3. When you select a channel it doesn't automatically go to the hi-def version. If you don't key in "804" for example and just "4" it won't play the hi-def version.
We are bundled with ABB. We lost all service due to a storm on 7/6 at 8:15 pm. I called (25 minutes on hold) and was told it was a commercial box that cut service to many customers on the Eastern Shore of Maryland. No estimated time for repair. I called again Tuesday morning, 7/7 and was told my problem was more localized. They won’t provide service until Friday, 7/10. I work from home. In addition, I’ve lost my internet connection several times during important business meetings since I signed up with Atlantic Broadband in April. I could never recommend ABB. If you have a choice, go elsewhere.
Atlantic Broadband is like every other internet company out there. They promise an internet speed they can't deliver. I signed up for the Gigabit service thinking buying the highest price would resolve issues, it didnt. I have called 5 times in two weeks, after a half hour on hold I hung up. Today as of this second I am over an hour and a half!!!! I will not hang up today!!! Speeds are supposed to be around 1000mbps. I havent seen anything above 500 wired and 40mbps wireless!!!! I am going to be reaching out to local and NH state reps to see if they can organize some kind of lawsuit. We the People are being taken advantage of!!!
Make sure you know your modem and its speed before you call! They will tell you that the problems are because “your modem is not capable of their speed.” I checked my modem and it handles more than I was paying for!!! By 150mpbs more!!! I will spend another hour on hold again to tell them this. Lying, horrible company. If my area could get ANY other internet I would switch! Comcast hear our cries and please come to Smithfield!!!
Not very happy with Atlantic Broadband internet services! We honestly have had trouble with the internet dropping out several times a day since they took over. They have come out to our home at least 5 times to try to fix this issue. Replaced the modem but still is doing the same thing! Every time they come out they tell us it is fixed and it seems to work correctly for a couple of days then it goes right back to the same problem. Have had to call customer service several times and wait forever before speaking to someone. Then we are on the phone for like 2 hours only to be told again they will have to come out again to fix the problem. Very frustrated. Just want to have our services. We pay for every month work! And believe me it is highway robbery what they charge! Wish they had other choices to switch to because then they would have some competition and maybe things would change.
I have seen several complaints about them but nothing seems to change. We also have to be available on their times for them to come out which means losing time at work each and every time! It is not right and we should not have to have a company come out that many times. Not sure if they use faulty equipment or the service tech doesn’t know how to fix the problem or they just want to keep charging customers money for coming out. I was with metro cast before them and have been a loyal customer for many years but am considering going elsewhere at this point. I mean why am I paying for a service that partially works most of the time!
Atlantic Broadband Company Information
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- Atlantic Broadband
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