Customer ReviewsforAntietam Broadband

Antietam Broadband Internet Service is absolutely horrible. We are continually having problems getting online and when we do it doesn't last long. It is extremely slow. We have contacted them numerous times through the years at no avail. We took their advice a few months ago and upgraded from a $59.95 monthly plan to $69.95 monthly plan, and our internet service has not improved, as a matter of fact at times it is worse. We took their advice again and agreed to replace our modem with their modem and of course we pay a monthly fee. Neither the upgrade or the modem fixed the problem. Another technician came to the house and checked everything inside and no problem was found, however he did find a couple of problems on the outside and was able to fix one but said that he had to call and report the other one and that someone would be out to fix the problem with the line within 4 days and if I am still having problems after 4 days call Antietam. Well, I had to call again because the problem is still persistent. After reporting the problem, I was assured that someone would contact me that day to go over the resolution. That was 4 days ago, no one has contacted me and the problem is still there. I have requested to go back to my old plan and was told, that could not be done, however I will cancel the modem and go back to using the compatible modem that I had been using prior to the replacement.

As always, we are sorry to hear that a customer is experiencing service/billing issues. We are hopeful that we can resolve their disatisfaction and turn their experience around!

With this particular customer, we reviewed the account from January 2022 and see that anytime the customer has called in with speed issues, the speed tests were always successfull when directly connected to the modem. This is the speed of internet we guarantee.

When it comes to their wireless connection (wifi), we have attempted multiple times to review the customer's network with them using a software program designed to scan the network from inside the home using the customer's cellphone. This is intended to give the customer a better understanding and control of their home's wifi signal. The customer repeatedly refused to use the software and this is why the upgraded speeds/modem replacement were offered as additional solutions. On 6/22/22, the customer was willing to run a network scan and as we had suspected, the scan shows that the router is not in an optimal location for providing a wifi signal to the devices located on the other side of the home.

As an additional note, the customer is adding phone service to their account and thus are required to have our modem.

We remain committed to this customer and their services and will continue to reach out and work with them through resolution.

These statements from Antietam is false:
"we have attempted multiple times to review the customer's network with them using a software program designed to scan the network from inside the home using the customer's cellphone. The customer repeatedly refused to use the software" we had suspected, the scan shows that the router is not in an optimal location for providing a wifi signal to the devices located on the other side of the home"

The first attempt to use this software was a few weeks ago, after my initial complaint to BBB and I did not refuse to use it, I was pleased when someone attempted to try something new to help resolve my connection issues. No one ever told me that my router was not in an optimal location, quite the opposite from the service man that came to the house and found the issues to be on the outside of the house, as I indicated in my complaint. My laptop can be next to the router and modem and still not have service. As far as my phone service with Antietam, they have not been able to port my number from the old carrier. What should have taken a few hours has turned into weeks and I do have Antietam's modem and the problem is still present. Connections are really bad when its raining and late in the evening. And I'm not the only household in my area that has these problems. Please stop with the excuses.

To repeat, the only speed guaranteed by Antietam is the speed from a direct connection. Those direct connect tests have proven that the customer is receiving the speeds they are paying for. A laptop, even sitting beside the router, is not directly connected unless using an ethernet cord. Thus the wifi connectivity/placement recommendations being offered as a courtesy to this customer. We would be happy to send a senior field technician back to the home free of charge to review the signal strength issues.

The customer can reach us on our 24x7 technical support line at 301.797.5000.