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ComplaintsforArmstrong Cable Services
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Complaint Details
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Initial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Armstrong cable updated my equipment without my permission to do so while I was at work, they destroyed my yard burying a new cable the equipment does not function properly we are without tv and internet service 3-4 days a week when I try to call I am on hold for hours and they never want to offer a discount for the times the service is not working I have been a customer for 8-9 years with them and always pay my bill on time and always get the run around on fixing my serviceBusiness response
08/12/2024
August 9, 2024
Better Business Bureau
Serving Western Pennsylvania
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ******* ****** – Service Issues
**** * ********
Dear Better Business Bureau:
We genuinely appreciate your agency bringing to our attention inquiries customers may have about
our services.
A manager contacted *** ****** regarding the concerns detailed in his communication with your
office. We are actively working to address his service interruptions and have made repairs to his
premise equipment and our outside plant. Additionally, a service call has been scheduled for
8/13/24 to further investigate his concerns. A courtesy credit has also been applied to his account.
Should *** ****** need to communicate with us further, we have added notes to his account so
others at Armstrong can address any questions expeditiously.
Again, thank you for notifying us of *** ******’s concerns.Sincerely,
Keith A. H***
Vice President, RegulatoryInitial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Armstrong account was in my name, and I only knew the pin. While going through a divorce, my wife that was not on the account, switched the account to her name without knowing the pin. When doing this, they switched my business email account to her name at her new address and they will not give it back to me because I don't know her pin. They should have never let her take my email account or allow her to change my account to her name without my permission and without the pin. It is now court ordered that the email is to be released to me, and it has not been released. Armstrong said they left her a message but wont give me my email even with the court order that shows it is supposed to go to me. I have lost a significant amount of business due to this.Business response
07/30/2024
July 24, 2024
Better Business Bureau
Serving Western Pennsylvania
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ****** ******** * ***** *******
**** * ********
Dear Better Business Bureau:
We genuinely appreciate the Better Business Bureau bringing to our attention inquiries customers
may have about our services.
We have communicated with *** ******** concerning the issues detailed in his communication
with your office. *** ********’s email account has been reactivated and released to him.
Moreover, should *** ******** need to communicate with us further, we have added notes to his
account so others at Armstrong can address any questions expeditiously.
Again, thank you for bringing this matter to our attention.
Sincerely,
ArmstrongCustomer response
07/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They did release my email to me after months of calling, however, every single one of my emails are gone. That was the email I used for my business and now I have no way to see invoices and important emails as they are all gone. They never should've permitted my email to be released to my now ex-wife in the first place as she did not have the pin or permission to switch the account to her name. Do they have a way of recovering my emails?
Regards,
****** ********Business response
08/02/2024
Please see attached response
Thank you
Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had NOTHING but trouble. My cable and internet has not worked for a year. I have called NUMBEROUS times, talked to supervisors, and taken off work to sit there waiting for workers to show up and STILL NOT FIXED. They refuse to give me any money back. I have been paying over 200 dollars a month and have NO service. They gave me 20.00 dollar credit for my inconvenience! I am furious! Please help!Business response
07/22/2024
*** ******* ******** * Service Issues
**** * ******** Dear Better Business Bureau:
We genuinely appreciate the Better Business Bureau bringing to our attention inquiries customers
may have about our services.
We have communicated with *** ******** *oncerning the service issues she experienced as detailed
in her communication with your office. Equipment and outside plant repairs were made on 7/16/24,
and *** ******** is no longer experiencing service interruptions. A courtesy credit has been applied
to her account.
Moreover, should *** ******** *eed to communicate with us further, we have added notes to her
account so others at Armstrong can address any questions expeditiously.
Again, thank you for bringing this matter to our attention.Sincerely,
Keith A. H***
Vice President,Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We pay 250.00 per month for reliable service they do not hook up wires and equipment properly we have had about 50 percent service this month and are offered a 5.00 credit they are not providing the service they boast my time on phone and hold is valuable toBusiness response
07/01/2024
*** ***** ******** – Service Issues
**** * ********
Dear Better Business Bureau:
We genuinely appreciate your office bringing to our attention inquiries customers may have about
their experience with us.
We have communicated with *** ******** about the service issue he is experiencing as detailed in
his communication with your office. We are actively investigating his concerns, and a service call
has been scheduled for 7/6/24.
Should *** ******** need to communicate with us further, we have added notes to his account so
others at Armstrong can address any questions expeditiously.
Again, thank you for bringing this issue to our attention.
Sincerely,
Keith ** H***Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Had Armstrong Cable TV for about a year with on-going problems since sign-up. The main problems are: * Has to go through the timely "Sign-In" process every time TV is turned on. * Router has to be re-booted very frequentlyBusiness response
06/10/2024
June 6, 2024
Better Business Bureau
Serving Western Pennsylvania
520 E Main Street, Suite 100
Carnegie, PA 15106
*** ****** ********* – Service Issues
**** * ********
Dear Better Business Bureau:
We genuinely appreciate public officials bringing to our attention inquiries customers may have
about our services.
We have communicated with *** ********* about the service issue he is experiencing as detailed in
his communication with your office. A service call has been scheduled for 6/7/24 so one of our
technicians can address his concerns.
Moreover, should *** ********* need to communicate with us further, we have added notes to his
account so others at Armstrong can address any questions expeditiously.
Again, thank you for allowing us to be of service to your constituent – our customer – as we further
our shared mission of connectivity across our footprint.
Sincerely,
Keith A. H***
Vice President, RegulatoryCustomer response
06/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
****** *********Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 20th, I received a letter demanding proof of residency or my service would be terminated due to an unspecified discrepancy. I called Armstrong to determine what was happening (there are millions of scams these days I wasn't going to send anything anywhere without verifying anything), and was informed that because the previous resident had an unpaid balance on THEIR account, they would be terminating MY account unless they were paid. I have been a customer for 6 years and this was never brought up a single time in any previous interaction. The woman I originally spoke to could not comprehend how someone else's bill is not my problem, so I spoke with a manager who both agreed that it wasn't my problem and that they would be terminating service anyway if they weren't paid.Business response
05/02/2024
Re: Your reference: ******* *****
Case No. ********
We are in receipt of your letter dated April 25, 2024, regarding the informal complaint filed by ******* ****** We have had the opportunity to investigate this matter and offer the following information.
Armstrong empathizes with *** ***** frustrations regarding having to provide proof of occupancy due
to an old balance on a prior account. A Customer Service Representative (CSR) reviewed *** *****
account which showed that on April 17th, 2024, ****** ******** called into our Customer Service
Center to make a payment on *** ***** account. The CSR noted that *** ******** had a previous bill
in the amount of $421.86 at the same address from 2018. The CSR informed *** ******** of the
balance on the account and advised *** ***** that he would need to provide proof of occupancy
showing that he owns the home. *** ***** stated that he couldn’t do that because the house is in his
mother’s name, M***** ********* The CSR advised *** ***** and *** ******** that the balance would
need to be paid on the account or his service would be disconnected. The CSR made a payment
arrangement with them that they would need to pay $105.47 in May, June, July and August to satisfy
the balance on the account or *** ***** services would be disconnected. The CSR also informed them
that *** ***** account is scheduled for disconnect May 9, 2024, if they do not accept the terms of the
payment arrangement. The CSR sent out a letter in the mail which explains the details of the payment
arrangement along with a copy of *** ********** billing ledger from 2017.
Armstrong encourages *** ***** to contact our Customer Service Center at 1-800-734-1146 if he has
any additional questions. Thank you for your attention to this matter. Please feel free to contact me
should you have any questions or require further information.
Sincerely,
Agency Complaints Response TeamCustomer response
05/06/2024
Better Business Bureau:
Armstrong is again weaseling around the fact that one customer's unpaid balance is not the responsibility of another.
Their response was a bunch of irrelevant crap that they've worked out with a previous customer, none of it addressed the above issue.
Based on this continued behavior, I am not giving them any information, as this information was provided when the account was set up, despite their useless CSRs telling me that they received literally nothing from me when they installed service.
They have also repeatedly refused to answer the question of "how are you legally able to 'install' a 'utility' at a residence with no proof of residency or any other claim you've made?"
Regards,
******* *****Initial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have had and continue to have constant interruption when attempting to watch a show. Dan M******** was out to our home with a technician a little over a year ago and claimed that our Wi-Fi enhancers were not properly installed. They were kind enough to activate them however weeks later the problem still continued. We contacted customer service and we are told every time to unplug the television and let it re-boot for a minute. We shouldn't have to unplug the television every night to watch a show and at times lose 3-5 minutes of the program in doing so. When you utilize the cable guide the stations have a mind of their own and go from 1-700 very fast then the set locks up and states signing in. This happens several times a night. I have been told that my Wi-Fi speed is more than enough, my router is fine and the signal coming into the house is fine. We had no problems when we had a cable line coming in and our other television still has a cable line with no issues. There is obviously a problem with this Ti-Vo programming. I posted several posts on Social Media to find out I am not the only person with this issue, there were plenty of others. Armstrong also refuses to refund a customer for lousy service even when service has been down for days. I contacted the PUCO of Ohio who urged me to file a complaint with the FCC and have done so however no one from Armstrong has bothered to reach out to us. I will be attending our local City Council and Township Trustees meeting to discus the possibility of removing them from the Township or giving us other alternatives however they are aware they are the only game in town and could care less about rectifying the issues they have.Business response
04/12/2024
Re: Your reference: ******* ****
Case No. ********
We are in receipt of your letter dated April 2, 2024, regarding the informal complaint filed by ******* ****. We have had the opportunity to investigate this matter and offer the following information.
Armstrong empathizes with *** ****** frustrations regarding the issues he is experiencing with the TiVo Stream and wireless service. We have received two other complaints from *** **** from the FCC and PUCO stating the same issue. The General Manager (GM) of *** ****** Local Store is aware of the issues he is having and scheduled a service call to try and determine why he is having these issues.
The Premise Technician who went to *** ****** house on April 9, 2024, reported to the General Manager that when he arrived, he spoke to **** **** who stated that she hadn’t had any issues the last 5 days. The technician checked all the equipment in their house and determined that their modem was good, and the Wi-Fi signal was great. **** **** showed the technician a few pictures she had taken of her television screen when it was displaying an error. The technician explained to **** **** that the issue was a known issue that we are actively working on. The technician could not replicate the issues that *** **** has reported he is having.
The technician noted that they have Arlo security cameras and Vector-installed cameras that use Wi-Fi to work and have the same strength in their streamer as their router. The technician explained that there could be some interference with all the cameras that they have. The technician showed **** **** how she could unplug them if they wanted to eliminate them from possibly causing interference if they have issues in the future. The technician moved the TiVo Stream box out of the hardwood cabinet where it was located to the back of their television. The technician thought this could be causing some interference but told **** **** that it could be
*********** *
Armstrong Complaints Response Team*** ***** **** ******* ******* ************ *****************************
moved back if they wanted it to. The technician went through the instructions on how to reboot and force the app to stop on their TiVo Stream box if they have this issue again.
The technician addressed all the questions that **** **** had and went over all the features that the TiVo Stream box has, which **** **** seemed to be happy with. Unfortunately, some of the minor issues that they are having are known software issues that we are actively working on.
Armstrong encourages *** **** to contact our Customer Service Center at 1-800-734-1146 if he has any additional questions. Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.
Sincerely,
Agency Complaints Response Team
cc: ******* ****Initial Complaint
04/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have 2 tv's that were not useable for over 1 week and many problems prior. I was offered $5 credit for no tv for a week which was insulting. They raised it to 15.00 after asking to speak to a manager. I still find that insulting after having 3 different techs to my home in about a month each one kept upgrading equipment. Why didn't they start with the better equipment? Today 4/1/24 was the 3rd tech who thought he could bully an old couple by being loud and kept interrupting me when i was trying to explain something to him. So far though (less that one day) everything working ok. I told him of another issue we were having of the video not syncing with the audio. He said Armstrong was aware of the problem and TRYING to find a fix. This has been going on for months. I have been with Armstrong for 20+ yrs and until the last couple did not have any issues.Business response
04/11/2024
Re: Your reference: **** **********
Case No. ********
We are in receipt of your letter dated April 1, 2024, regarding the informal complaint filed by
**** *********** We have had the opportunity to investigate this matter and offer the following
information.
Armstrong empathizes with *** ************ frustrations regarding the issues he was having
with his TiVo Stream service. The Supervisor of his Local Store reviewed his account and
confirmed that when our technician went to *** ************ house on a service call, he replaced
his Plume Pods for his Wi-Fi Service which resolved the issue he was having with his TiVo
Stream service. A Customer Service Representative (CSR) contacted *** ********** to confirm
that his issue had been resolved and that he didn’t have any further concerns. The CSR advised
*** ********** that she had issued a credit of $39.68 to his current billing statement for the
issues he had. *** ********** was happy with the amount of credit he received.
Thank you for your attention to this matter. Please feel free to contact me should you have any
questions or require further information.
Sincerely,
Agency Complaints Response Team
*** **** **********Initial Complaint
03/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am not paying for equipment if a cheap modem and two silver disks that were already picked up by one of your employees idiotsBusiness response
04/08/2024
We are in receipt of your letter dated March 27, 2024, regarding the informal complaint filed by
****** ******* We have had the opportunity to investigate this matter and offer the following
information.
Armstrong empathizes with *** ******** frustrations regarding the charges for her returned
equipment on her bill. A Customer Service Representative (CSR) reviewed *** ******** account
and confirmed that her equipment was returned and that she received a credit of $700.00 on her
bill. Her services were disconnected on February 17, 2024, and the balance owed on her account
is $230.39.
Armstrong encourages *** *****r to contact our Customer Service Center at 1-800-734-1146 if
she has any additional questions. Thank you for your attention to this matter. Please feel free to
contact me should you have any questions or require further information.
Sincerely,
Agency Complaints Response TeamBusiness response
04/08/2024
We are in receipt of your letter dated March 27, 2024, regarding the informal complaint filed by
****** ******* We have had the opportunity to investigate this matter and offer the following
information.
Armstrong empathizes with *** ******** frustrations regarding the charges for her returned
equipment on her bill. A Customer Service Representative (CSR) reviewed *** ******** account
and confirmed that her equipment was returned and that she received a credit of $700.00 on her
bill. Her services were disconnected on February 17, 2024, and the balance owed on her account
is $230.39.
Armstrong encourages *** *****r to contact our Customer Service Center at 1-800-734-1146 if
she has any additional questions. Thank you for your attention to this matter. Please feel free to
contact me should you have any questions or require further information.
Sincerely,
Agency Complaints Response TeamInitial Complaint
02/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My cable is out. I called to have it fixed and was told my call would be answered in 115 minutes!!! Nobody can wait for 115 minutes!!!Business response
02/13/2024
We are in receipt of your letter dated February 8, 2024, regarding the informal complaint filed
by **** ******. We have had the opportunity to investigate this matter and offer the following
information.
Armstrong empathizes with *** ******** frustrations regarding her television and internet service
being out and the long wait time she experienced when calling in to report the outage. A
Customer Service Representative was able to review our call times on February 7th and 8th and
determined that at one point in the day, there was a wait time of an hour. Unfortunately, we are
unable to predict or control when there is an influx of calls, which then increases the wait time.
The Customer Service Representative was able to confirm that *** ****** called back the
morning of February 9th and they were able to determine that the reason why her service was out
was due to her modem being offline. They were able to reset her modem which restored her
services.
Thank you for your attention to this matter. Please feel free to contact me should you have any
questions or require further information.
Sincerely,
Agency Complaints Response Team
cc: **** ******
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Customer Complaints Summary
52 total complaints in the last 3 years.
16 complaints closed in the last 12 months.