ComplaintsforAccess Media 3

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to express my extreme dissatisfaction with the internet service provided by Access Media 3 Company. As a Ph.D. student who relies heavily on internet access for my studies, the frequent outages and poor connectivity have significantly impeded my ability to work effectively from home. Almost every single day, our apartment complex experiences outages, rendering the internet unusable for hours/days on end. Despite numerous complaints, the situation remains unresolved. Even when the service is supposedly operational, the connection is so weak that basic tasks like uploading a 15 kb text file to the university system become arduous and often impossible.Equally frustrating is the abysmal customer service. It is a ********* task to reach a representative, and when one finally does, they offer no concrete solutions or timelines for issue resolution. Tonight's outage, which began at 6 pm and has yet to be resolved at 9 pm, serves as a prime example. It took the company a staggering three hours just to dispatch a technician to investigate the problem. We are still waiting for a resolution.It is evident that this company prioritizes securing contracts with apartment complexes over providing reliable service to its customers. I am currently paying $45 a month for a service that consistently fails to meet even the most basic standards of functionality and customer support. Frankly, I do not believe I should be paying for this level of incompetence. Therefore, I am formally requesting financial compensation for the subpar service I have endured thus far. The time and energy I have wasted in futile attempts to rectify these issues far outweigh any benefit derived from using their internet service.In conclusion, I urge you to thoroughly investigate this company's business practices and take appropriate action to ensure that other consumers do not suffer similar experiences. The current state of affairs is untenable, and immediate intervention is necessary.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been with what is now called Upstream for over 2 years now and it is because it is the only provider my apartment complex allows. The service cuts out often but my main issue with this company is the robbery that the commit once a month. They charge outrageous prices for the internet that they provide compared to other businesses in my area and Im talking about large and national companies. For a 100 mbs of speed it is 80 dollars a month which is almost 4 times as much as a competitors plan such as Xfinity or Glofiber that offers over 250 mbs for around ***** dollars a month. That is my main complaint other than that they do not except a government backed program such as ACP and when I called they said they had never even heard of it and would not not be adding that to my bill. If they charged a reasonable amount per month for the internet speeds they provide I would have no complaints about their service but it is the fact that I am forced to have this internet and they are robbing me by charging me an outrageous amount for there poor internet. They have a monopoly on local apartment complexes and can charge these prices due to contracts with landlords and that is unfair and should be condemned and stopped. I want my money back or a lower internet bill or for them to even take my ACP credit. If I could switch I would have done it already but this complaint is my last resort.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have tried this past 4 weeks to contact Upstream Services. I called March 25th and spoke with a customer service agent who could only provide me with pricing since I was not at home. I called again on Saturday and there was not an answer. I called on Thursday April 7th and spoke with ****** and she walked me through the entire process of setting up my internet services. She informed me that I could not set it up because I was missing a coax cable, I confirmed with****** that Upstream closed at 8pm, she stated yes. I called Friday April 8th at 7pm and received an automated message informing that they were closed. I thought that was strange since I was told that they are open until 8pm. I said maybe its due to COVID. The automated system said that open at 9am on Saturdays and they close at 2pm. I called Saturday April 9th at 9am, no one answered. The automated system gave me the hours of operation. So, I thought maybe they open later. I called around 10am and 11am no response. I called Monday April 11th and spoke with ***** who was very rude, explained my situation. The first thing ***** asked me for was a $35 payment. I expressed that I would like the services done first before I pay to make sure everything is correct. I was told that is not their process. I explained thats not what I was told before. I asked to speak with someone else and was transferred to a no working number. I called for the rest of the evening and no one answered. I left work early on April 12th to speak with a rep. I spoke with a man who had me go all over my house looking for a connection that could not be found. He said I needed a technician. I paid $75 for someone to come to my home on April 14th no one showed up or called. I called on April 14th to inquire, the tech lied and said they called me several times, no one called. He said he came by my home, no one came by. My mother was at my home all day. I asked for a receipt of payment and cancel and never got it.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This company has changed names four times in the 12 years I've had their cable TV service. For many of those years when logging onto the internet site to pay my monthly **** I had the option to make a one time payment and also the option NOT to save my credit card number in the account. Those options have been taken away and recently I was able to speak with the billing department and told that auto pay was required. At this time my account page showed that I was enrolled in auto pay and when I tried to uncheck the box it wasn't allowed. I never enrolled in auto pay because I don't want it, the company enrolled me without my consent. I never gave my permission After logging in just now that's gone, it disappeared. Now there is a box which is un-checked that says enable paperless billing. I checked with the ************************ and the ************************************ and found that a company cannot do this it's illegal to force enroll a customer in automatic payments without my express consent which I never gave them. Nothing has actually changed other than it says I'm not enrolled in paperless billing. When I go to my billing information page is still says autopay enabled and there's no way to remove the autopay. Also my **** was paid in full in the amount of $112.76 on 2/1/22 which was due on 2/19/22. On Monday 2/14/22 the company deactivated my receiver for an unknown reason. I spent 2.5 hours on the phone with them and no one could or would fix my service. They only said their was an issue with my receiver. On Tuesday 2/15/22, I spent another 3 hours on the phone and at the end of the call my service was finally restored. From the time I began using them as my cable TV provider in February 2010 I've had the exact same channel package of Americas Top 200 which always included my local channels. The only change I've ever made was switching from Analog to Digital in 2011. My **** was paid in full 2/1/22 and now it says I owe $6.58. For What??

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was having issues wit my TV was told. Tech would come out on a Monday which was 4 day wait. I was told that was when the tech would be in my area . On that Monday I receive a call from the tech stating he was on his way and I told I already resolved the issue and did not need him . On Oct 29th I received a letter from a collection agency for $90 asked who it was from and she said access media , so I called access media nd was told they sent me a **** fir $75 dillies fir services provided by the tech who never stepped into my house. I told them I never received a **** and they said they emailed it when I asked him to confirm my email address they had the wrong email. So provided the correct email and received the ****. I asked to speak with a supervisior and was told someone would call with in ***** hours which never happened . I want this charge removed both from them and the collection agency. I was never told there would be a charge either. This is the worse company to deal with as the never follow through with anything .

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I attempted to contact the business regarding their billing practices over the past few months Ive been forced to use them for service, and have not been able to get a response or any help with my issue.They stated that my internet service was only 50 a month and have charged me between ***** dollars each month for internet service, which isnt what was advertised or promised when signing up, nor was there any fine print due to sign up being through the phone.They hold monopolies on properties and do not allow people on those properties to get any other internet service providers at all, which causes problems ESPECIALLY for College Students and anyone who has work needing to be done online. Its atrocious and it would help a lot of people if something was done about it. They are 1-star on everything for a reason, and I cannot stand being forced to go through an internet provider who refuses to stick to their word and also cannot keep up constant service and communication.

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