Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Internet installed within the last four months, and when the installation crew buried the line, they disrupted the circular box(that a different crew placed months prior)that's in my front yard and it sank. It's right next to the public sidewalk and has become a tripping hazard. I have called Antietam Broadband at least 4 different times, weeks apart about the issue only to be told that someone will call me about it, which never happens.

  Business Response

  Date: 04/15/2025

  On April 8, 2025, we received a complaint through the Better Business Bureau (BBB). In response, the Manager of the ******************* we work with promptly reached out to the customer to address their concerns. Following this communication, the Manager dispatched his restoration crew to the site on April 9, 2025, to rectify the problem.
  The restoration crew made several visits to the location to address ongoing issues, particularly after heavy rains, which caused the ground to settle. Each time a concern arose, the crew responded quickly to ensure the problem was addressed.
  We are confident that the issue has been thoroughly resolved this time and do not anticipate any further complications. Thank you for your understanding and patience as we worked to ensure customer satisfaction.

  Customer Answer

  Date: 04/15/2025

   
  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

  Date:07/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Daily video service outages. ***** services up only 75% of the time. Yet they charge you 100% video services on the bill. Bill needs to decrease by 25% for video services.

  Business Response

  Date: 07/15/2024

  Antietam Broadband takes the experience of our customer's very seriously and are grateful for the opportunity to address concerns.  In our communication with Mr. ****** on July 9th, we attempted to rectify the customer's concerns, but were met with a refusal to comply with any troubleshooting steps or explanations offered.  Mr. ****** said that he had hired an attorney and filed a class action law suit.  The conversation ended at that point.  We are aware that our cable services have been inconsistent in recent months due to several issues, but we are working around to identify and rectify the areas of opportunity with this particular service.  We have several streaming options available and internet package options that will provide a more stable experience for the customer's ********************** viewing.  We attempted to reach the customer to resolve this complaint and issue credit where applicable, but our call was not returned.  We are reachable 24/7 at ************ and would love the opportunity to discuss this further with the customer.  

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The cable service I pay a lot of money for has stopped at least twice a week for the past month.,

  Business Response

  Date: 06/20/2024

  At Antietam, we value our customers and the feedback they provide.  Over the last month, Antietam has experienced some issues with cable service.  We apologize for the inconvenience this has caused our customers.  In our ongoing efforts to create permanent solutions to this matter, we have credited the customer for the intermittent loss of their TV service.  Should they have any further questions, they can feel free to reach out to our 24/7 technical support department at ###-###-####.  We appreciate the opportunity to make this right!

• Initial Complaint

  Date:05/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an ongoing issue with my cable service due to channels mixed up and a technician was out and couldn't fix the issue and I called back abo6it and they advised nothing could be done. I also requested a 20 dollar credit. They did nothing but argue with me.

  Business Response

  Date: 05/10/2024

  This customer experienced a mix-up on the guide channel of two channels, both associated with the same broadcaster issue.  We have contacted the broadcaster and have been assured the issue is being resolved.  We attempted to contact the customer on 5/7/24 and again on 5/10/24.  In both instances the customer stated she was unable to discuss the matter.  If there are any further issues or concerns with this channel issue, the customer is always free to call us at a time of their convenience - ###-###-####.  

• Initial Complaint

  Date:04/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the past month or more, the cable service from Antietam Broadband has declined. The sound is constantly going out the video pixelates regularly as well. Their myactv status constantly shows the following statement “We are currently experiencing interruptions in audio/video at this time. Our engineering department is aware and and working diligently to restore services. We apologize for any inconvenience and appreciate your patience.” I have called with no success in getting answers to when the issue will be resolved nor any discount to my bill for the disruption in quality of service. I’ve also emailed and asked for a call back from someone other than tech support as they just state the same information as on the website and have received no response. Rates have constantly increased to the point where my total bill is more now than it was when I also had their phone service (which was about $15 a month). I believe they owe their customers answers as well as a discount due to the poor service. There is nothing worst than trying to enjoy a show or movie and missing important parts due to the loss of sound or pixelated picture.

  Business Response

  Date: 04/08/2024

  Antietam Broadband has recently experienced a system-wide, intermittent audio and tiling issue across coax-cable channels.  As of 4/5/24, we are relieved to announce that this issue has been resolved; although the root cause is still unknown at this time.  We did contact this customer directly on 4/8/24 and offered not only a genuine apology, but also a credit for the significant impact this issue had on the ability to enjoy their cable product.

  
  Antietam shares in the frustration and concerns of our customers.  Please note that there were engineers and support staff working around the clock to identify and resolve this issue during it's entire duration.  We appreciate the opportunity to provide an explanation and credit to create a better customer experience.  Should the customer have any further questions or concerns, we are available 24/7 at ###-###-####.

  
  

• Initial Complaint

  Date:04/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cable tv goes in and out constantly and they refuse to reduce my bill.

  Business Response

  Date: 04/07/2024

  Antietam Broadband has recently experienced a system-wide, intermittent audio and tiling issue across many cable channels.  As of 4/5/24, we are relieved to announce that this issue has been resolved; although the root cause is still unknown at this time.  We did contact this customer directly on 4/5/24 and offered not only a genuine apology, but also a credit for the significant impact this issue had on the ability to enjoy their cable product.

  Antietam shares in the frustration and concerns this problem caused our customers.  Please know there were engineers and support staff working around the clock to identify and resolve this issue during it's entire duration.  We appreciate the opportunity to provide an explanation and credit to create a better customer experience.  Should the customer have any further questions or concerns, we are available 24/7 at ###-###-####.

• Initial Complaint

  Date:04/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Antietam has had a problem with their cable TV for months. Shows go black during the middle of the show, channels keep losing audio for a few seconds every few minutes. Their website has a complaint page but all it says is "Our Techs are working on it". It's been at least a month. I got on a chat site with them, voiced my concerns but no one ever answered.

  Business Response

  Date: 04/07/2024

  Antietam Broadband has recently experienced a system-wide, intermittent audio and tiling issue across coax-cable channels.  As of 4/5/24, we are relieved to announce that this issue has been resolved; although the root cause is still unknown at this time. 

  We did attempt to contact this customer directly on 4/5/24 and 4/7/24.  A voicemail was left on the phone number provided in the complaint on both occasions.  The customer has yet to return the call.   
  

  Antietam shares in the frustration and concerns this problem caused our customers.  Please know there were engineers and support staff working around the clock to identify and resolve this issue during it's entire duration. 

  We appreciate the opportunity to provide an explanation and any assistance necessary to create a better customer experience.  Should the customer choose to return our calls, we will remain available 24/7 at ###-###-####.

  
  

  Customer Answer

  Date: 04/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21525921, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We notified Antietam cable by phone that we wanted to terminate services and gave them a cut off date. They cut us off a week earlier than scheduled. When we called to see what had happened, they told us they could not reconnect us because there was no manager to approve it on the weekend so we had to wait till Monday and they did reconnect us after 4 days without internet. They gave us a verbal agreement on the phone that we could pay, six dollars a month to keep our email services through Antietam cable but disconnect our Internet and TV services. They charged us $39.99 a month and although they have an audio recording of the agreement for $6/month but they will not honor that saying it was a mistake. They also charged us for a reinstallation fee when they reconnected us For 2999 which they said would be free since it was their mistake. They are crediting us for that portion but stating that portion will take over a month to resolve.

  Business Response

  Date: 01/14/2024

  The call stopped recording so I am not sure how the date got mixed up as to when it was disconnected. We did apologize and got the customer back on line first thing Monday morning when Management received notification. The reconnect fee of $29.95 was added by mistake and that has been credited back to the customers account already. We only offer email for our "seasonal customers" so they are not losing their email every few months because the customer refused to give the agent a reason they were disconnecting is why the agent said she could have email access. Once we found out the reason for the disconnect, it was corrected and the customer was told she could not keep access to her email if she was disconnecting. The customer chose to stay connected to change their email address and was clearly told that they would be responsible for the bill till they call us to place the disconnect again. As always Antietam Broadband appreciates the opportunity to resolve issues as they are presented.

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Antietam Cable or its subcontractors have been digging holes in my yard for putting in fiber through the neighborhood. I have tried to contact their main number, but it is for technical support. I want the holes filled, grass put back, and Antietam Cable not to come in marking and digging in my yard.

  Business Response

  Date: 11/28/2023

  Antietam Broadband appreciates having the opportunity to address Mr. ****** concerns.  After researching the account, and reaching out to the parties actively working with Mr. ****, we found that Antietam has been in constant contact with the customer and actively addressing his multiple concerns.  That activity includes personnel at the highest levels of our field operations team.  Communications have included phone calls, emails, multiple site visits, etc...and each of Mr. ****** concerns have been addressed.  There was even a preliminary restoration of his property done on 11/22/23 ahead of the project being completed to attempt to satisfy his concerns.  It is normally post-project completion that property restoration is conducted, so this was above and beyond for Mr. ****.  His other concerns included holes in the neighborhood and vehicles parking near fire hydrants and partially blocking his driveway.  Upon investigation, it was found that holes in the neighborhood were properly fenced with orange fencing or circled with traffic cones per the requirements and the parking placement was immediately addressed with the construction crews onsite.  

  If there are additional concerns, we would appreciate the opportunity to address them.  Mr. **** has the cellphone number and email of the VP over Field Operations, so he has access to resources ready and waiting to assist him.

  
  

• Initial Complaint

  Date:02/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Antietam Broadband. Predatory business practices. Offer advertised services at inflated rates because they are the only real internet service provider in Hagerstown. Currently pay $80 a month for a 600 mbps service only to get around 60 mbps consistently. They do this to thousands and thousands of customers.

  Business Response

  Date: 03/07/2023

  This customer is paying for the 150up/10down mbps speed package, not 600mpbs.  While reviewing this account, we ran a speed test today via the Plume device attached and the customer is receiving the 150/10 speed that they are paying for.  We do not have any calls in from this customer within the last 90 days, so we would encourage the customer to call in if they continue to experience any issues and/or have package and billing related questions.  We did attempt to reach the customer and left a VM that has not yet been returned.   

   Antietam welcomes the opportunity to assist our customers with any issues they may have and we pride ourselves on being available 24/7, 365 days a year.