ComplaintsforAdams Cable Service

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Adams cable is ridiculously unreliable, delivers max internet speeds at 2/5th of what we pay for and they purport to offer, and when they have outages, they take away ways to contact them; disconnecting their phones, making only the landing and bill-pay pages available on their site, and eliminating any ability to comment or post on their social media. When things are working later, and you can reach them, they tell you the issue was inside your own home and they've had no issues - even when your entire community is having the issue. They also have a market monopoly in our area leaving us with no options for good or reliable service.

  Business response

  04/06/2022

  April 5, 2022

  Once we received the notice from the Better Business Bureau, the customer was contacted by phone on Monday April 4, to discuss the issues she speaks of in her complaint. Adams Cable DOES NOT nor have we ever turned our phones off to avoid speaking with customers. On Friday 4/1/22 when the complaint was made, we experienced a widespread internet and phone outage for approximately 2 hrs, that also affected the office phones, social media pages and our on-line bill pay access. Once the service was restored in the office, we were able to resume responding to customers; however due to the outage, we experienced a very high call volume at that time. As a result, some customers were still not able to reach anyone in the call center for approximately another hour until the phone queue was cleared out.

  It was also explained to the customer during the phone call that Adams Cable DOES NOT have a monopoly for services in her area. We cannot block or prevent any other provider from overbuilding into that area. The fact of the matter is Adams Çable is currently the only provider with services available in the customer's area 
  

  An immediate service call was scheduled to send out a technician that very same day on Monday to address her internet issues. Customer had stated she was only available on Mondays. We had a technician scheduled to go to her home on Monday at or after 4pm which she requested because her daughter does on-line schooling until that time. We attempted to call her but had to leave a voicemail that the tech would be out. The customer called back to reschedule for the following Monday as she was not at home that afternoon. When the tech goes to the home on 4/11/22, he will check the internet speed and check for any other issues. We have also offered to install our Wifi product for her to try through the end of the month at no charge to the customer. Once she has had a chance to use the wifi system someone will reach back out to her to see if her internet issues were resolve she wants to continue using the Adams Smart Wifi. 
  

  Respectfully, 
  

  Becky O*****

  Customer Service Manager Adams Cable Service

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a subscriber to Adams cable television for well over 25 to 30 years, my cable goes out all the time, I called to complain and they tell me that they're working on resolving the issue. They don't offer any resolution to the problem by offering money back on my bill for services I'm not receiving but I continue to pay the full amount of my bill every month even though I don't get what I pay for. As I filed a complaint I have been without cable television all day long. I pay $200 a month for the cable and the Internet and never receive the full benefits of cable television at my home. I was told I had to change all the boxes on my TVs and upgraded them to new boxes from Adams cable TV. I did that in the past week and I complained about it when I was there. I think I'm being singled out and my cable signal is being shut off because I made a complaint with them. I think that by filing this complaint my cable subscription will get worse and the quality of my picture will also get worse. But I really don't want to see this happening to other people. I also have Wi-Fi cameras to protect my property to the crime in the area . The Wi-Fi goes out all the time of my cameras go down. Like I said I pay a full subscription price every month even though I don't enjoy the benefit of having the Wi-Fi and the cable working all the time. I called the cable company several times today and they informed me that they're working in my area to better serve me by updating the system. They say that all the time when everyone else calls because I've been talking to other people that's been having the same type of problem with the cable company. The only problem is they are the only cable company within this area. I looked into getting a different cable company but nobody can get into this area because Adams cable TV has a monopoly on the entire area. I don't know where else to turn, so I file a complaint with the Better Business Bureau to let everyone know the situation. Thank y

  Customer response

  11/30/2021

  At this time I would like to withdraw my complaint, I was contacted this morning by Adams cable and work things out thank you

  
  

*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. ↩