ComplaintsforAnthem Broadband

• Initial Complaint

  08/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I live on a hill and DO NOT have their/Anthem's service, nor do I want it.. Almost a year ago, Anthem dug a hole in the middle of my basement access and camper storage area where I access my property. They continually dig it up, and leave a 2 foot hole about 18" wide with exposed wires/cables. Literally there are wire(s) just popping all over * no cover and honestly, in the actual middle of my property access. I waited for months, as directed, and talked to several **** * to NO avail. I need their error corrected * corrected without more excuses from this company and/or their paid representative(s), and importantly, without their sales calls! I must drive over this hole with truck and camper. I shouldn't need to explain why I want a HOLE intentionally leveraged on my property access fixed, should I? The world is dangerous enough without this intended abuse.I have a RIGHT to access my property without contracted holes in the middle of my entrance. I continually, even today, 8/27/2024, get people calling to quote the internet, but never to speak of the actual problem. I also receive email quotes without any interest in correcting the problem and I DO NOT have them as a carrier. I return these to actual **** with the specific problem, only to receive another contact to get me on their system. Is this the new sale's practice * bother/harass a potential customer until the give in, or give up? This is completely wrong and should be criminal. Anthem digs holes in my LOWER driveway access, and I specifically told them when they first did this and yet, they keep ignoring (give false hope to) me and my property access until I give up and purchase their product!?

  

  Business response

  09/05/2024

  Thank you for bringing this matter to our attention. I sincerely apologize for the inconvenience and frustration you've experienced regarding the access issue on your property.
  I understand that having a hole with exposed wires in the middle of your access area is unacceptable, and I regret that it took so long for us to address this problem. I want to assure you that this issue has now been resolved and the hole has been properly repaired.
  We recognize that our response to your concerns was not handled appropriately in the past. The representative who was initially managing this issue is no longer with our company, which unfortunately contributed to the delay and oversight. We are taking steps to prevent such occurrences in the future and ensure that similar issues are resolved promptly.
  Furthermore, I have ensured that your contact information has been noted from our sales department's outreach list. You should no longer receive calls or emails from us regarding sales offers.
  Thank you for your patience and understanding as we worked to resolve this issue. If you have any further concerns or need additional assistance, please do not hesitate to contact us directly.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Anthem Broadband. I do not have a contract with *************** LLC , they did not provide me with the original contract as requested.

  

  Business response

  03/18/2024

  I apologize for any inconvenience, but it appears that this debt is indeed valid. Our records indicate that services were rendered in your name at ********************************************************************************. In order to resolve this matter, the outstanding balance will need to be settled in full. Attached, please find a copy of the signed agreement which outlines the terms and conditions to which you previously consented upon becoming our customer. We will also send a copy of this agreement via email for your reference. Thank you for your attention to this matter.

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had anthem broadband for almost 3 years, since switching to fiber I have had nothing but problems. The first summer of the fiber connection, it would turn off when it was too hot outside, this is what I was told by tech support. So at about 2pm everyday I could except the Internet to go down, until it cooled off again around 7 or 8. After lots of complaints they seemed to resolve that issue but now for the past 3 months I have called at least once a week about poor and dropped connections. On one of the service calls I was even told "with fiber you should be able to run 15 devices" well, I'm only trying to run 2 devices and I can't even do that.If you are interested in Anthem for rural Internet, I would strongly advise against it. Look into starlink, more up front cost but way more reliable.Today the support line has continuously hung up on me. I've called 6 times this morning due to no connection at all. I have 2 businesses that I run from home. And with over 12 hours of no Internet at all, and no cell service in my rural area, I am losing money because of this company.

  

  Business response

  11/10/2023

  ******,

  We are so sorry to hear about the issues you have been having.  We want to make sure things are working well for you without any problems.  We have tried calling and texting numerous times and have been unable to get a hold of you.  If you could please reach out to us at your earliest convenience I am confident we can get your service back to working well.

  Thanks,

  Anthem Broadband

  ************* (You can call or text this phone number)

• Initial Complaint

  08/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We cancelled our cellular Internet service with Anthem effective 9/1/22. I received an email confirmation stating that our account was disconnected and a final bill was attached. The final bill showed that I had a credit of $8.62 and had the words "You do not need to pay anything."When I called to cancel my account, I was told a technician would call to arrange a time to pick up our equipment (satellite on the roof and modem) within 4-6 weeks. 2-3 months later I received a phone call from a technician seeing if I was home because he was 5 minutes away. I was not home, but said I could be there in 30 minutes. Apparently, he couldn't wait that long so he said another technician would call to arrange a time at a later date. I never heard back from anyone at Anthem, despite multiple emails and calls that I made. In June 2023, I received a communication from Anthem--a bill for $300+ for "lost" equipment. I immediately called and opened a support ticket and told the company that they had stated they would pick up the rooftop equipment they installed. I told them we worked from home and could make just about anytime work as long as we had an hour or so heads up. I never received any calls or emails, but Anthem has continued to send me past due notices. Anthem needs to pick up the rooftop satellite they installed as they stated they would and reverse the charge for the "lost" equipment.

  

  Business response

  09/05/2023

  ********,

  I want to take a moment and apologize for the frustrations that you have had.  We try very hard to make our cancellation and equipment return as simple as possible.  It looks like short notices from our techs and a fenced yard caused a few complicates and our pickup request being closed prematurely.  We have made contact and have received our equipment and a full refund of charges for missing equipment has been issued to your account.

  Thanks,

  Anthem Broadband

  Customer response

  09/10/2023

  Anthem sent a technician out the day after I submitted this complaint. While I am very appreciative that they finally picked up our equipment, it should be noted that we received ZERO calls about this technician coming out--he just showed up at our house with no notice. I was there since I work from home, so it all worked out, but given that some of the equipment is inside the house (the modem) and outside (satellite on roof), prior notice should be standard procedure.

  Customer response

  09/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that a reversal of all charges on my account for the equipment that was picked up.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have internet with Anthem Broadband. We started with their wireless service and in December of 2021 they upgraded us to Broadband fiber. We have had slow speeds and internet dropping constantly. We would reset our equipment on a daily basis to get our internet back up. I called them numerous times about my issues and on Sunday 8/20/23 I talked to ****** in tech support. She found out we had our old wireless equipment still hooked up and the broadband wasnt even activated. So for 18 months of paying $65 and get service that is constantly going down. I called and talked to the billing department and they looked into it. They called me back and asked what was fair and I said $45 a month for the last 18 months. They ended up crediting me $90 when their internet guys didnt even set me up on the correct service! They are also the only provider in that area so they have a monopoly and they know they can get away with it! I want my $65 per month refunded back for the last 18 months which would be roughly $1300.00. This is their mistake not mine! I shouldnt have to live with sorry we messed up here is $90 for the last 18 months of terrible service!

  

  Business response

  09/05/2023

  ****,

  We wanted to apologize for the mix-up on getting the fiber activated at your home.  We have had a technician out to your home, and you should now be running on our fiber internet.  We have issued the agreed upon credit.  Please let us know if there is anything else we can assist you with.

  Thanks,

  Anthem Broadband

  Customer response

  09/05/2023

   
  Better Business Bureau:
  
  Thank you Anthem Broadband. I am very pleased with the last few people I have talked to and the outcome of my issue with your service. I do hope you listen to my phone recordings and make the necessary changes and more training for those who are in a manager/leadership role. This whole issue could have been avoided if the first manager I talked to was willing to listen and take responsibility of the mistake. Again thank you Anthem for making this right. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Was having issues with slow service from a former internet provider and so changed to Anthem Broadband that guaranteed much faster service. With the first month I had issues, not only slower internet speeds, but the service went down. I contacted Anthem customer support and they had me turn off power and unplug the router. After numerous attempts of doing this and still getting no internet service I was informed that they would have to send a technician to my house and that would be several days out. I was told they would credit me for my down time. A few days later I was contacted by Anthem customer service and told they had sent a technician to their tower and then again had unplug the router and I the had service again, however, speeds were even slower. During this time my account was charged the full amount for service. Within the next two weeks my service again went down. Again I called customer service, as I was talking I was hung up on. When I got back in contact with Anthem, I was again asked to unplug the router and power down the system. Again this did not work. I was told that they would have to send out a technician and that is now a week out! I am too embarrassed to go back to my former provider who I dropped thinking I was going to get better and faster service. Anthem Broadband does a lot of puffing with no customer service to resolve issues! Very poor way to operate a company! Still sitting at home with no service that has been paid for!

  

  Business response

  08/14/2023

  *****,

  Sorry for the issues you have had.  It sounds like your last provider took our equipment off of your roof and we have arranged to get your service re-installed while we wait to get it back from them.  Please let us know if there is anything else we can do to help.

  Anthem Broadband

  Customer response

  08/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since the beginning of Sep, I personally have over 40+ phone calls, countless emails, about the their service constantly dropping, buffering, or just not working. Phone calls throughout the day and night. They refuse to do anything about it, send anyone out to fix it, transfer to another tower, or anything. I think two months of calling almost daily about not having internet service, or buffering, is excessive. I pay for 25mbps, on a good day, might get 23mbps. *** never filed a complaint before, but I hope this warrantys a complaint? I have called their company at 2am, 8am, noon, and throughout the hours of a day. Their service is never the same. Doing speed tests, with their ap, AnthemIQ, I have never achieved what I pay for, 25mbps x 5 channels. Like ****mbps is the best. It is exhausting calling Anthem Broadband daily and nothing ever getting fixed. Please, please do something about it. The last excuse I got, was there are too many trees. Then dont advertise that you provide a service where there are trees for interference.

  

  Business response

  11/16/2022

  ***,

  We are very sorry to hear about the experience you have had.  We strive to offer a very high level of service with all of our customers.  It sounds like in your case we feel short in meeting these expectations.  In reviewing your account we had our area field manager at our home the same day that you left this review.  He reported that he had found the issue and that things had been resolved.

  Since this time we have tried multiple times to reach out to make sure you are now having a great experience but have been unable to reach you.  Please reach out if you have any additional problems.

  We appreciate you as a customer.

  Customer response

  11/17/2022

   
  Complaint: 18304758
  Why has it taken 40+ plus phone calls, countless email on AnthemIQ, for you to finally fix it? I have been calling since the beginning of September, at the end of October, you finally respond, fix it, all has been well since. Why did it take me a complaint to the BBB, to finally get your stuff right? I think the amount of phone calls, plus emails is way over excevisse!! If you cant deliver to a certain area, dont advertise. Im not here to be your exercise dummy. Figure yourselves out and deliver your supposed product!! Im sorry theres one tree in the way of your dish, figure it out, or switch towers!! Not hard to do. But after calling for two months straight, emails, nothing getting fixed, until recently after I filed a BBB complaint, I will not recommend you guys to anyone. That how crappy my service has been. 
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a ANTHEM BROADBAND customer for 2 years. I have had spotty ******************** and problems with them for all 2 years. They promise a resolution, send a guy out but the problems still persist. I want it fixed or all my money back from the start. This company is selling a service and not delivering the service. THAT IS CRIMINAL EXCHANGE. I am doing this on a phone hot spot. I pay for 20 *** and get 2-5 *** if im lucky. I see this company has several other customers with similar problem. Is this a class action lawsuit coming? FCC violations. Minimum its getting reported here. We have at least called 2 dozen times over the time. new modems, different towers. we wait days for service. Not sure if its reliable enough even if it was FREE.I FEEL THIS IS FALSE ADVERSTISING AND THEY ARE STILL TRYING TO GET MORE CUSOMERS OUT HERE!!! AND THEY CANT DELIVER THE DOWNLOAD RATES!! LIES!!!!

  

  Business response

  09/23/2022

  ****,

  We are so sorry to hear about the experience you have had.  We strive for a very high quality service and experience and in hearing your report we have had some failures on producing this.

  For the past couple of weeks we have had our Field Operations Manager trying to reach out to make sure these issues are fixed and resolved.  Once you are available please reach out and he will meet with you in person to make sure we have everything up and working.

  We appreciate you as part of our Anthem family.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  For three months now I been unable to get a truthful response about my internet. They gave me a one month credit but have had to pay for the other two months. I found out that they just got access to the tower for repairs last Wednesday. Everyone in our neighborhood is having the same problem. We all get different excuses every time we call. I am stuck using this service as we have no other options at this time. I ask every time I call for a date when Im going to be able to get reliable service.

  

  Business response

  05/27/2022

  Hello ****, I am sorry for the back and forth and that you feel you were being lied to but I can assure you that wasn't the intent. There were a lot of factors that went into this issue, including waiting for the forest service to open the road, that delayed construction and repair on the tower.  We do have it scheduled to be repaired on 5/30 and notice of the repair should have been sent out on 5/23 to update anyone affected. I have also asked our billing department to look into the credits and ensure you and the neighbors have received proper credits for the down-time. Please let us know what else we can do to help.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩