Atlantic Broadband

Very incompetent in all areas. Used the approved list on Atlantic BB's website to purchase my own modem & save some money. When I called tech support to get it activated, I was told that the modem would not work properly because I had TiVo and needed a modem that had the "moca" feature. He gave me information on another much higher priced modem, with "moca" that would work. I returned the first modem and purchased the more expensive modem with the "moca" feature. Again called tech support, again waited 45 minutes to speak to one of their busy agents. This time there was no mention of the need for moca to work with TiVo. The agent activated the modem and everything has been working great.

However, the story doesn't end there. Out of curiosity I went into the TiVo settings, and this obscure moca option/requirement wasn't even turned on. Since everything was working OK I decided to leave well enough alone. I then returned my leased modem to the Aiken office in order to start enjoying the $10 monthly savings from my new purchased modem. With a little smile, the agent warned me, to not be surprised if my home setup doesn't work properly because I was using my own modem. Well surprise, everything is still working properly. But the story has not ended well. When I got my monthly bill, I was pleased to see the $10 modem credit. What was unbelievable was that there was a $149 charge for a moca modem purchase. Just to be clear, the modem I purchased was bought and paid for from Amazon. Instead Atlantic BB modem charged me for the modem that I returned. I called customer service, and after 45 minutes they suggested I try to straighten out their mistake at the local office. I went to the local office last Saturday. They acknowledged that the charge was incorrect, but didn't know how to remove it from my bill. They would have to speak to a supervisor on Monday. Now more than a week later, the charge is still on my bill. VERY FRUSTRATED!

CSR at the local office are there for the money they don't care if they solve your problems or not. I called the customer service toll free number... oh surprise... they are experience higher than normal call volume but if you leave your phone number we will call you back... so that is what I did. Eddie called me back within 5 minutes. Nice guy, very helpful and he explained to me what the problem was and it made sense... something the CSR at the local office couldn't seem to do or even wanted to try to figure out. Thank you Eddie you get 5 stars. You are the saving grace of this company and you deserve a raise.

My neighbor had to use my phone to call for service. He was on it for 1 hr. & 40 mins. That seems to be telling about the quality of their overall service & repair response.

My wife and I are pretty impressed. It's reliable and TiVo is pretty amazing. We consistently have 30-40 mbps can't ask for much more.

I had a simple question but was on hold for over 40 min. Before i gave up. Any time i have called they are experiencing higher than usual call volume. Every time.