Adelphia High Speed Internet

Adelphia High Speed Internet

Adelphia High Speed Internet, Los Angeles.

This has got to be the worst operations group I've ever encountered. Top to bottom from the customer service side to the technical side. The bureaucracy is stunning.

A storm knocked out internet access in my apartment building. The cable light on my modem was out. I contact Adelphia CS on a Sunday and they tell me they'll have to send out a technician to check the modem. The earliest they can send out a technician to assist me with the problem is Tuesday afternoon.

After I get off the phone I see 2 Adelphia Technicians outside of my apartment building ripping up the sidewalk in an effort to fix the cable issue. There is apparently an outage isolated to my building.

I call Adelphia back and explain to them that there are technicians on site trying to fix the issue. I ask the new CS rep if there is an ETR as to when the outage will be resolved. They know of no such outage. They have no ETA. They suggest(again) sending a tech to my house for Tuesday. I explain to them I'm already setup for an appointment but feel it will be a waste of time for me since it's during business hours for me and it appears the technicians are fixing the issue outside of my apartment.

To be safe I don't cancel the appointment.

I ask the technicians in front of my apartment if their working on the cables in front of my apartment is related to my outage. Obviously it is related. They tell me it should be fixed "within the hour".

Twenty minutes later the technicians leave the site. Still no internet Access.

4 Hours later a different set of technicians come back to work on the cable for the building. They work outside my building for 2 more hours then leave. Still no internet.

Internet is completely down on Monday. Tuesday rolls around and I'm still offline. The tech shows up for my appointment. After investigating my modem and the cables in my apartment he explains to me that my modem is indeed not the issue, rather it is the connection to my building. He claims he will escalate the issue. I tell him that there were techs working on the problem over the weekend outside the building but nothing appears to be fixed. He says if it's not fixed by tomorrow to call customer service again.

On Thursday my connection finally come back sometime in the afternoon. On Saturday I realize that it's technically working but I'm getting horrible Packet Loss (basically moving slower than dialup speed). I contact Customer Service again on Saturday and they explain to me they need to setup an appointment to have someone check my modem for Monday. I tell them that is pointless because the issue is clearly outside the building and they explain that this is all they can do to resolve the issue.

So I've been either totally offline or moving slower than dialup speed for over a week now. I can't contact the right people. Everytime I call CS they are clueless about any outages and have no clue what their technicians are actually doing. I have techs in front of my house and CS knows nothing about it. There is no communication from these people to me, and no communication between their CS department and their tech department.

I attempt to call the local office contact numbers to explain the issue and maybe get more information of an ETR. All those numbers have been changed to a general 800 number that all funnels into the same customer service team which have no idea what is going on at the local level.

Adelphia Communications has no ability to communicate to anybody.

If they don't fix my problem by Monday night I'm dumping this service and switching to DSL.

Mark M Click this link to e-mail the above consumer: Email User Consumer