ComplaintsforArmstrong Cable Services

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Initial Complaint
11/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Armstrong was my internet provider from July 2020-October 2022. During that time of service, the quality was subpar many times. This was during the height of the pandemic and we tried several different options to ensure WiFi coverage was adequate. Armstrong had provided plumes and a modem for the WiFi that did not work very well. After 12+ months of lackluster service, we purchased our own wifi system at cost for $400+ and the tech working on the service took the plume system back. We sold our home and moved to an area that did not have Armstrong service. I returned the modem in October of 2022. Fast forward to November 2024 - I inquired as we are moving back to ************* where Armstrong has been allowed a complete monopoly for internet service. Upon setting up an install on schedule, we were informed that they would not provide service unless we paid for the plumes equipment at $300 we previously didnt return.I spent hours on calls with employees - ********* did an escalation and agreed even calling me back the he could work with the local office to correct this and Id hear before the end of the week. I didnt hear back and had to call yet again to be told they wouldnt schedule me or do anything without the $300 payment. This is clearly because they know we have no other options in this area. I pleaded with the customer service agent and the supervisor who offered no support or options. I am forced to the predatory practice of Armstrong - who admits there were appointments and notes that wed bought our own system - to pay for equipment I dont have and havent used so I can work. This is after I never paid a bill late and have had not a speck on my credit report for collections through my entire credit history.Added photo as proof of my current own equipment that we invested in years ago.
Business response
11/08/2024
November 5, 2024
Better Business Bureau
Serving ********************
****************************
******************
RE: ****** *****
Case # ********
Dear Better Business Bureau:
We genuinely appreciate you bringing to our attention inquiries customers may have about our
******************** and billing processes.
A supervisor has spoken with Ms. ***** regarding the concerns detailed in her communication with
your office. The customer premise equipment charges associated with Ms. ***** account are
accurate and consistent with our billing policies and procedures. The amount Ms. ***** paid for
the unreturned equipment is correct and a refund is not due.
Billing transparency is part of our customer service commitment at ********************, and we are happy to
answer questions and discuss our billing practices with customers.
Thank you for bringing this matter to our attention.
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Sometime in July, someone came to our house and informed us that new cables were going to be installed. Shortly after this, the yard was marked up with flags. I have had my yard flagged off and marked up since July, preventing me from maintaining the property. Toward the end of September, I called tech support and requested that they finish the job, or remove the flags before the Fall. A week or so after that, there were several more flags placed in the yard, paint in the yard, paint in the driveway, but no activity for about another 2 weeks. I went to the office in person and requested they finish the Job. Someone called and said they didn't know when they can finish and they were far behind and a bunch more excuses. A week after that they seemed to come prepared to finish the install. The cable they installed didn't work, so we called them again. Now there is a temporary wire strung the whole way across my yard. Last week two people showed up unannounced and began drilling holes in the side of my brick house with no notice scaring my wife and children. I confronted these men and asked them what the were doing, they could not speak english well enough to explain it, but I could tell it was probably the cable company. Since they were already drilling holes, I just left them alone. Later they told us someone would return that night or the next day to finish. It has been over a week and of course no-one has come. I now have my yard dug up, cables strung from the road the whole way across my yard and driveway, boxes hanging on my house with wires hanging out. No-one at the company seems to have any clue what is going on. I have since learned that Armstrong hired contractors to complete the work. It appears they have no oversight or management of them. This is negligence pure and simple. I can't even get a single point of contact to get an answer when they will be done, what work remains and how my property will be restored.
Business response
11/08/2024
November 4, 2024 Better Business Bureau Serving ******************** *********************************************** RE: **** ******** Case # ******** Dear Better Business Bureau:We genuinely appreciate you bringing to our attention inquiries customers may have about our ********************** supervisor has spoken with Mr. ******** regarding the concerns detailed in his communication with your office. We explained that our employees should never drill or perform work at the side of a home unannounced. This has been addressed with our construction crew. Additionally, we are upgrading Mr. ********* services to our enhanced fiber network and removing the temporary line in his yard. Upon completion of this work, his property will be restored to its original condition.We understand that construction to improve our network can be very frustrating and disruptive to our customers. We appreciate Mr. ********* patience, and we are confident that he will be happy with his new fiber services.
Initial Complaint
09/30/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
1. New cable/TV/phone service was updated and new wires needed to be added to the house. These underground wires were installed but there is wire that is above ground that needs to be set underground. 2. There is also excessive wire at the entry point that needs to be removed,3. There is also exposed new piping for the new wire entry that needs to be covered to keep out, water, bugs, mice, etc. All call was made in August and still waiting for follow-up and resolution.
Business response
10/04/2024
Carnegie, PA 15106 RE: Joseph Del Sordo Case # 22362517
Dear Better Business Bureau: We genuinely appreciate you bringing to our attention inquiries customers may have about our services. We have spoken with Mr. Del Sordo regarding the concerns detailed in his communication with your office. Repairs were made to the cabling and outside wiring on 10/2/24. Mr. Del Sordo is satisfied with this outcome, and we are happy we could get this issue resolved. Thank you again for bringing this matter to our attention.
Sincerely,
Keith A. Hall Vice President,
Regulatory cc: Joseph Del Sordo
Initial Complaint
08/27/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
At the beginning of August I made a payment on our bill. The check was for $61.94. I did not include a payment for 7.95 they charged for a late fee, because I figured my previous payment crossed in the mail. Anyway, my check this month still has not been returned to the bank. I tried calling them three times this morning. When I don't get a busy signal, I continue to wait for several minutes and they end up disconnecting me. I don't know how to resolve my problem.
Business response
09/05/2024
September 4, 2024
Better Business Bureau
Serving Western Pennsylvania
520 E Main Street, Suite 100
Carnegie, PA 15106
*** **** ******* * ******* *******
**** * ********
Dear Better Business Bureau:
We genuinely appreciate your agency bringing to our attention inquiries customers may have about
our services and payment processes.
An Armstrong customer service representative spoke with *** ******* on 8/28/24 regarding the
concerns raised in *** ********* communication with your office. We explained that we did not
receive a payment of $61.94. As a courtesy, we waived the late fee applied to the account and made
*** ******* aware of the current balance due.
Should the ******** need to communicate with us further, we have added notes to their account so
others at Armstrong can address any questions expeditiously.
Thank you again for bringing this matter to our attention.
Sincerely,
Keith A* ****
Vice President, Regulatory
*** **** *******
Initial Complaint
08/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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 service
Business 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, Regulatory
Initial Complaint
07/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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,
Armstrong
Customer 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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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 to
Business 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
The complainant verified the issue was resolved to their satisfaction.
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 frequently
Business 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, Regulatory
Customer 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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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 Team
Customer 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,

******* *****

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