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Business Profile

Cable TVs

Armstrong Cable Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

Complaints

This profile includes complaints for Armstrong Cable Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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Armstrong Cable Services has 16 locations, listed below.

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    Customer Complaints Summary

    • 53 total complaints in the last 3 years.
    • 17 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Returned home from vacation and wife needed to submit a project for nursing school on return.

      We're Armstrong Cable customers and haven't had too many service interrupts, so thought it strange we didn't have connection. After resetting everything trying to fix, I called Armstrong Cable and had a half hour wait time. Once getting through to tech support he simy said, "I see what the issue is, but have to transfer you." Transferred again and another almost half hour.

      When the next person picked up, they began talking about scheduling a fiber setup. I do not want fiber internet and told them as such and asked why my internet stopped working. They said they sent error codes to all the modems within the new fiber network. This stops their internet from working, obviously gets their attention and makes them call in where-in after 48 minutes of waiting, they get connected to sales people, not tech people. After firmly asking them to restore service he said he had done so and I watched as it was immediately restored. Wife was able to submit project last minute.

      This problem is two-fold: One, my wife almost missed a deadline, but we're also aware of Medina county residents with medical devices attached to wifi we're now contacting to warn.

      Secondly, this is a predatory practice to mis-use a legal-monopolized utility in such a way. Would this be tolerated if the water company shut off my water because they wanted me to buy a new system?

      Business Response

      Date: 07/28/2022

      Re: Your reference: **** *****

      Case No. ********
      We are in receipt of your letter dated July 22, 2022, 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 the issues he experienced with
      his internet service and the longer-than-normal wait times when he called the Customer Service
      Center. According to our records, we mailed *** ***** 3 postcards and a letter from the
      General Manager at his Local Office informing him of our Network of the Future upgrade and
      that he would need to call in to schedule for a technician to come to his house to upgrade his
      system. Armstrong does not want anyone to be out of service but in order to convert all of our
      customers over to the new fiber network with enhanced capabilities, we have to upgrade
      everyone’s equipment, or it will not work anymore.


      Armstrong encourages *** ***** to contact our Customer Service Center at 1-800-734-1146 if
      *** ***** 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 Answer

      Date: 07/29/2022

      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.


      The cable service works perfectly fine. They installed something new they want everyone on and are strong-arming people to switch even when the old system works fine. My complaint involves their methods.  They intentionally interupt service by sending error codes to modems.  I am canceling my service.  I  glad they are no longer a monopoly. Two neighbors that switched to them had errors in installation.  I'm happy to switch to their competitor now in Medina.



      Regards,


      **** *****

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 7/11/2022 I sent in a check which was my first time ever sending in a check so someone called from Armstrong asking for a payment I asked I sent a check in for the amount of 160.00 on 7/11/2022 I offered the check number they didn’t want to take it I called the bill payment system and confirmed the check hasn’t been cashed the agent from Armstrong ( a supervisor)told me that it takes up to 6 weeks to receive payment by mail but that’s the way their payment system is set up is their policy I have service on their website and there is no specific time frame or policy for mail in payments and there is a delay with the usps i asked the agent if she could allow a little more time for them to receive the check and she said no I can set up a pa for the full balance so I was forced to make another payment on the account for 154.00 on top of the 160.00 payment I already paid

      Business Response

      Date: 07/28/2022

      We are in receipt of your letter dated July 19, 2022, regarding the informal complaint filed by
      ******** ****** We have had the opportunity to investigate this matter and offer the following
      information.
      *** ****** account was pending a disconnection on July 19, 2022, due to a past due balance of
      $308.43. Since the payment submitted via mail was not received as of July 19, 2022, Armstrong
      spoke with *** ***** and advised that they would need a payment of $154.00 the same day in
      order to eliminate her services being disconnected. *** ****** account is now current, and
      services are still connected.
      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

    • Initial Complaint

      Date:07/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Over the long month I have been having problems with my service. I have called multiply times about the problems and all they keep doing is sending a tech out to my home. Which I don't want to keep doing because of Covid. Also I have asked to be credited due to the problem because it infers with my job as I work from home. Also I spoke with a rep name John and he was very rude and didn't want to give me supervisor at first, Finally spoke with a supervisor by the name of Tyler and he wasn't no help either I will be canceling my service out to go to AT&T because this has been the worst experience ever. Over the course of 3 days I have been trying to call but the calls has been like a 30mins to an Hour wait. Also I just don't understand why I have to keep playing a bill that I've haven't had the proper service for. Spoke with Mike in retention the wiliness to keep the customer wasn't there I just feel like the company doesn't even care about the customers.

      Business Response

      Date: 07/28/2022

      Re: Your reference: ****** ******
      Case No. ********

      We are in receipt of your letter dated July 11, 2022, regarding the informal complaint filed by
      ****** ******* We have had the opportunity to investigate this matter and offer the following
      information.
      Armstrong empathizes with *** ****** and apologizes for the service issues she has been
      experiencing along with the longer-than-usual wait times when calling the Customer Service
      Center. Armstrong sent a technician to her home on July 15, 2022, to replace the drop from the
      pole to her house along with replacing some additional components as a precaution. As of July
      20, 2022, Armstrong checked her service levels, and everything looks good and seems to be
      working properly. Armstrong has not heard back from the customer since then.
      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 Answer

      Date: 07/28/2022

      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.



      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]



      Regards,



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

    Armstrong Cable Services is NOT a BBB Accredited Business.

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