10 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Braeden K
1 star04/06/2024
Im stationed in ******** naval station, me personally I would not recommend Americable, they over charge and take as much money as they can feom service members, the internet cuts out more then it works, and the internet speed reguards of what package you have is very slow, due to internet net issues they have caused me to fail two of my required online training for the military. Another thing I have noticed is when using Americable is that sole DOD servers have security issues with this internet source and render it " Forbidden access", it's annoying that I pay for internet and can access what I neeed for work.Review from Nick S
1 star01/06/2024
Americable runs a monopoly on all the US Military bases in Japan. They price ***** service members, the speeds advertised are well below that number, poor customer service, constant outages. When we move to ******** we will spend the money and invest in Starlink. Absolute garbage. I pray that they are driven out of buissiness. Unethical, unreliable, and overpriced.
Americable International Japan, Inc. Response
01/10/2024
Thank you for reaching out to us regarding your service issue. We see that a technician was recently out at your home and tested the router speed, which exceeded the 400mbps advertised for your package. We requested to do further testing to determine if there was any Wi-Fi speed disruption but were advised that the person at home could not wait for us to complete testing. We are very committed to addressing your concerns and would like to return to do so. Please call customer service to set up a visit for us to complete the initial service call. I have also included some information below that discussed Wi-Fi interference for you to review.
Regarding your other concerns, to become the internet and cable provider on military bases companies must undergo an extensive bidding process to gain the contract and of these companies Americable was selected as the best available provider. With a potential pool of **** subscribers, there is not enough demand for multiple contracts.
When you compare Americable pricing to what is locally available in Japan our pricing may appear to be high however the local companies have access to a wider customer pool and a larger number of subscribers than the **** potential base customers that Americable has. Local Japanese telecommunication companies also receive government subsidies from Japan whereas Americable does not. Due to the spread-out nature of the bases, whenever we upgrade equipment (routers, etc.), we must do it four times over and staff four offices, which adds cost to the delivery of our services. A normal business does not carry similar overhead. A more accurate comparison of our services would be to compare them with those offered in the US which can be quite high compared to Americable pricing.
Please contact us so that we can schedule a time to access your home and resolve the interference or other issues that you may be experiencing. We look forward to assisting you as Americable is dedicated to providing unbeatable customer service and the best programming available.
You can read more about Wi-Fi interference in this article:
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***************************************************************************************************************Review from Aaron J
1 star12/31/2023
Incredibly poor customer service. Due to their monopoly on the base it is apparent they dont care. There have been zero attempts for them to upgrade their networks in at least the decade I have been in Japan. They state they do not have a monopoly but they only recently had a true competitor in Starlink. No customer service is available on the weekends, even over the phone. Truly terrible experience with these people. They are even causing me issues cancelling my account before my next billing date. I recommend finding another option if getting stationed in Japan.Review from Kaitlyn B
1 star04/10/2023
Awful service. Weekly outages. Zero compensation for said outages. Completely overcharges for speeds that are promised to customers but that I have yet to see anything close to. Cant believe the BBB rating is A+ because this is the most ********** monopoly of a company I have ever dealt with. Americable, you should be ashamed and embarrassed for taking advantage of and ******** over your own military service members. Shame on you.Americable International Japan, Inc. Response
04/17/2023
We are sorry that you are having a service issue. We do not see that any service issue has been reported for you since July of 2022 so please contact us to start a ticket at **********************************. Reference this BBB #****** so that we can send a technician out to check your service to ensure that there are no local issues affecting your performance.
Americable did have a few recent outages, none of which exceeded 2 hours, in which we resolved a software issue. We are sorry if this caused any inconvenience. Your most recent billing statement for May 2023 reflects a one-day credit. For future reference, it is Americables policy to credit one day of service whenever our system is down for 12 continuous hours.
As for your concerns regarding speed, it is challenging to respond to your internet service issue without knowing the specific cause. There are a wide variety of factors that could be affecting your performance, some of which you mentioned in your complaint, others could be interference from local sources. We have attached links to articles on Wi-Fi interference below for you to review.
To become the internet and cable provider on military bases companies must undergo an extensive bidding process to gain the contract and of these companies Americable was selected as the best available provider. With a potential pool of **** subscribers there is not enough demand for multiple contracts.
We will be watching for your support ticket so that we can assist you further. Americable is dedicated to providing unbeatable customer service and the best programming available.
You can read more about Wi-Fi interference in this article:
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***************************************************************************************************************Review from Ashley B
1 star04/03/2023
This doesn't even deserve a 1 star. Americable is taking advantage of military service members and their families. Outages are numerous and price gouging.Review from Lindsay C
1 star03/08/2023
If I could give zero stars, I would. This company rips off service members and their families. We almost never got our full speed of wifi, even with multiple wifi extenders, $200+ routers etc. We lived in ******, Japan and ******* Japan and our price went up in ******* due to a "MCCS fee". Why is there a difference for marines and Navy? In the same country? For all our members do, we specially living so far from home, you'd think they could at least get internet at an affordable price, in a place where everything else is so high. Don't give me the "inflation" excuse either, because it's all corporate greed. Absolute greed and no care for the working class. Military members are not rich, stop taking advantage of them. You can ****** their exact pay online. There is no excuse. Their prices were high, even pre-pandemic also. We had this issue 2017-2021Americable International Japan, Inc. Response
03/09/2023
We are sorry that you are having an issue with your internet service. The contact information provided does not match one of our customer records. Please start a ticket at ********************************** and reference this BBB #****** so that we can send a technician out to investigate the service issue.
As for your concerns, it is challenging to respond to your internet service issue without knowing the specific cause or which plan you are on. There are a wide variety of factors that could be affecting your performance, some of which you mentioned in your complaint, others could be interference from local sources. We have attached links to articles on Wi-Fi interference below for you to review.The MCCS fee is not something that Americable controls nor profits from. This fee is assessed by the base and varies by location.
Americable does its best to provide the best pricing to all our customers, which is why we offer multiple internet plans for our customers to choose from starting at $36.95 per month. Plus, we offer an additional 15% off your internet pricing if it is bundles with cable services.
We understand when comparing our pricing to what is locally available in the Japanese market our pricing may appear to be high, however the local companies have access to a wider customer pool and larger number of subscribers than the **** potential customers that Americable has. Local Japanese telecommunication companies also receive government subsidies from Japan where Americable does not. A more accurate comparison of our services would be to compare them with those offered in the US which can be quite high in comparison to Americable pricing. Due to the spread-out nature of the bases, whenever we upgrade equipment (routers, etc.), we must do it four times over as well as staff four offices, which adds cost to the delivery of our services. A normal business does not carry similar overhead.
We will be watching for your support ticket so that we can assist you further. Americable is dedicated to providing unbeatable customer service and the best programming available.
You can read more about Wi-Fi interference in this article:
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***************************************************************************************************************Review from Caroline S
1 star03/01/2023
The only service that is offered on base in ******** and *****. Service often dips or shuts off completely, paying almost $160 (diamond package) for only a 3rd of the speed they say we should be getting.Americable International Japan, Inc. Response
03/09/2023
*************,
We have received an update from our service department that the above service issue was resolved. Technician onsite replaced your modem ******* your service call.
Please feel free to contact us at DSN ******** Opt. 2 | JP Cell ************ Opt. 2 | US ************** Opt. 2 if you have any further service issues.
Americable is dedicated to providing unbeatable customer service and the best programming available.
Review from R. M
2 stars03/01/2023
Near-Monopoly on Japanese bases creates no incentive for this company to do right by it's customers. They recently announced a price increase so they can rake in more profits for a sub standard product. Consistent outages, terrible internet speed, and prices well above fair market are the staple for Americable. They are bordering on predatory practice on Japanese bases. They should be audited, inspected, and otherwise regulated from continuing these unfair practices on military families.Americable International Japan, Inc. Response
03/09/2023
We are sorry that you are displeased with the lack of service options within your area, however, there are many factors that contribute to this that are out of Americables control. There is an extensive bidding process to gain the contract and Americable was selected as the best available provider.
We did increase our service pricing by 2%, which equates to an increase of $1.30 on our basic plan. The average price increase on our top 3 most popular plans is $2.27. I understand when comparing our pricing to what is locally available in Japan, our pricing may appear to be high, however, the local companies have access to a wider customer pool and larger number of subscribers than the **** potential customers that Americable has. Local Japanese telecommunication companies also receive government subsidies from Japan, whereas Americable does not. Comparing our pricing to services offered in the US, some of which can be quite high, would be a more accurate representation.
Due to the spread-out nature of the bases, whenever we upgrade equipment (routers, etc.), we must do it four times over. We must also staff four offices, which adds cost to the delivery of our services. A normal business of comparable size does not carry similar overhead.Regarding service issues, I would love to get more information so that we can address them more specifically. Until then, I can only reply as to the overall services that Americable provides. We are constantly monitoring, maintaining, and upgrading our system to ensure the best service is delivered to our subscribers. At present we are completing some upgrades which may require planned maintenance outages and we notify our subscribers in advance via email when this will occur. There are other times when unexpected outages may occur, which we address with expediency. However, on occasion these outages may be out of our control to resolve, such as power outages on the base or issues with off base infrastructure not owned by Americable. Regardless of the cause of the downtime, Americables policy is to credit one day of service whenever our system is down for 12 continuous hours.
Review from Allen N
1 star06/18/2022
Scamming company that has monopoly on ** bases. no option to choose other local internet providers. nsj ***************** hsjdAmericable International Japan, Inc. Response
06/23/2022
Americable does NOT have a monopoly, this is patently false. Fad Tech and Softbank both offer a Pocket Wi-Fi solution. On December 2017, NEXCOM sent out a Request for Proposal (RFP) to all Broadband Internet Providers in the region and after nearly a 3-year process of site surveys, questions, and the complications of COVID, Americable was awarded the contract in November of 2020 which had the following requirements:Build an infrastructure within ********, Ikego, Atsugi, ****** and Hario to provide a system capable of:Delivering a FREE Military Tier of AFN and Local Off-Air channels in HD to all residents Delivering an IPTV Solution with Stateside Programming Delivering a Managed Wi-Fi solution in the Barracks, MWR and Navy Exchange Locations Delivering a Managed Wi-Fi, IPTV and VoIP solution for the Navy Lodge and Navy Gateway Inns and Suites locations Offering a new 5 Mbps Internet option for Family Housing Offering a new 10 Mbps Internet option for UH residents. 24/7 Technical Support.When comparing average stateside pricing with average pricing in Japan, these are not apples to apples comparisons unless they include the above requirements. ******** Government nor NEXCOM has funded any part of these requirements while the *** does in fact subsidize the construction of Fiber Plant off base. Another key factor when determining pricing is the potential number of subscribers, which in Atsugi is less than 625, while right outside the gate there are nearly a quarter million people. So off base companies as well as stateside companies can spread their costs across large subscriber bases while we are limited to the number of people who actually reside on the base. In fact, when combining ********, Ikego, Atsugi and ****** we are only talking about approximately **** subscribers which would be an extremely small rural city in ***************** or Japan. Then when you spread out those subscribers across an area equivalent to the *******************, the cost to provide those service increase dramatically. It's not only the costs to fund individual Network Operation Centers for 3 different locations and the Fiber Networks to interconnect these locations, but also the need to triple the staff that would normally be required to service a city with **** residences.Review from Isaac H
1 star08/10/2021
Company charges 3 times more here because they have a monopoly on service for US military base customers. Military members and their families are required to live on base overseas and only have this one option for internet. It's $150 for 5mbps and their service states 600 mbps. They use their own "speed test" on their website with dedicated traffic to get these numbers. They will perform "maintenance" that is scheduled for 8 hours plus that will turn into 12 or more hours with no pro rated service fees. This on top of random outages, they should be refunding their customers at least $25 a month. Again, they have no competition here so they have no reason to offer refunds or make their service better. Its been 5 years overseas with more of the same treatment.
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