Adelphia Internet Cable Service - slow 'high-speed' Internet service - poor customer service experiences

# 9 for June 10, 2003

Complaints.com received the following on June 9, 2003:

From: Shelia Jordan [Email User]

RE: Adelphia Internet Cable Service - slow 'high-speed' Internet service - poor customer service experiences

We have been with Adelphia Cable service for about 2 1/2 years and they are the WORST company that I have ever dealt with. We have filed a law suit against them for false advertising and fraud and we get a notice saying that they are protected by bankruptcy and if we do not withdraw our complaint we will have to pay for attorney's fees!! I thought Bankruptcy protected you from past mistakes.

Our cable service is continually a source of irritation for us. My husband works out of his office with extensive use of the Internet and I take classes on line as well as a great deal of personal business. I have deadlines that have been continually missed due to the Internet not working. Sometimes it works and sometimes it doesn't. Most of the time it works at dial-up speed.

I am paying $60 dollars a month for someone that pays $10 for dial up. I see commercials all of the time that adelphia is there 24/7 (those are their words) and how when you need them they are always there. Oh, what about the one that says "We aren't satisfied until you are 100% satisfied". What a bunch of garbage. You have to call and wait forever to get help and then you have to go through an hour long "troubleshooting" phase or they will charge you $50 dollars an hour to a tech to come out. You should see some of the techs they send out. They couldn't tell you a problem no more than the man in the moon.

They ask some of the most outrageous questions concerning their own product!! Either they come up with an "Duh, I don't know what the problem is" answer or they say "GEE, it's working great now", or this is their favorite one "I think you had a bad...modem, fitting, cable....whatever". What they refuse to accept is that our bad "whatever" must also be affecting all the neighbors on our street because we all have the same problem.

So you have to wait forever to get a rep on the phone, go through an hour long process of troubleshooting for them to say "we'll send a tech because we haven't a clue" and then you have to set aside 2-3 hours of your day to wait for a repair tech who is ABSOLUTELY NO HELP!! I blame our township, as well, shame on them for not changing carriers!! As consumers we should not have to accept a monopoly of services that do not "carry through" on the bargain.

When they offer us a "credit" my husband and I just tell them to "stop it". We don't want the credit, we want the service!! If you can't provide the service that get out and let another company come in who can!! We don't get anywhere with this company. They lie to our faces when we go to the regional office, they lie on the phone, they lie in their commercials...they are a mess! Shelia