Complaints

This profile includes complaints for Blue Ridge Cable Technologies, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Blue Ridge Cable Technologies, Inc

  Palmerton, PA 18071-1520

• 

  Blue Ridge Cable Technologies, Inc

  PO Box 215 613 Third St Palmerton, PA 18071-0215

• 

  Blue Ridge Cable Technologies, Inc

  1 Water St Duncannon, PA 17020-1238

• 

  Blue Ridge Cable Technologies, Inc

  920 Ehler St Stroudsburg, PA 18360-1121

• 

  Blue Ridge Cable Technologies, Inc

  2569 Route 6 Hawley, PA 18428-7031

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.

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I am trying to login into my account but Im locked out! No explanation or reason!!! I want my account unlocked now! I have rights to my account and I need to pay my god dam bills!!! Stupid idiots!

  Business Response

  Date: 06/25/2024

  Hello, 

  I have attached our response for the complaint.  Thank you! 

• Initial Complaint

  Date:05/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Our internet has been out for an entire day absolutely no warning, no text no call. No details available. No one will pick up the phone to tell me why my internet is out. Wont call me back. Ill just dispute the next charges on my bill for lack of service and Ill be switching to another service by Monday if it isnt fixed. I wont continue paying for service I dont receive. Awful service provider!

  Business Response

  Date: 05/22/2024

  Attached is our response to ********************** complaint.

  Thank you.

• Initial Complaint

  Date:05/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Cable continually freezes, making it impossible to watch anything, the tech they send repeatedly, says leave your closet door open so wi-fi can get thru. Now they want me to add additional equipment that (might) fix the problem. We are on a fixed income and $300. plus a month is too much as it is. If stream prime vidwo works, they should be able to diagnose and fix the cable problem.

  Business Response

  Date: 06/05/2024

  I have attached our response to the complaint.  Thanks and have a great day! 

• Initial Complaint

  Date:03/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I am properly owner. Blue ridge cable is the only internet service provider in the area. And they particularly refuse to provide service to me. When I rented the property all tenants were able to receive service. But they refuse to provide me service. When I call they say the address is linked to a former account. But I am the owner and I do not owe any past due bills from this company. They continue to refuse service. I cannot speak to a supervisor to correct this error.

  Business Response

  Date: 03/29/2024

  Hello, 

  I have attached our complaint response for this matter. Thanks and have a great day! 

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I upgraded my internet with them in February 2023. They failed to tell me the equipment on rental from them wasn't capable of the speeds they were upgrading me too. Went almost a full year before realizing. They only want to authorize a $50 credit. Tried to say they could only offer $50 because I was paying the same price which may be true but it's not because they offer it at the same price. It's because I get the internet connectivity program because we are low income. They were stunned and stuttered. The said still were like well we can only authorize $50. I feel like they scammed me out of part of the service I was paying for since I didn't not receive the speed they claimed I should.

  Business Response

  Date: 02/12/2024

  February 9, 2024
  
  
  Dear ******* *******,
  
  *** ******* states that he has not been receiving his subscribed to internet speed since he upgraded in February 2023. He states that when he upgraded his speed, we did not inform him that his equipment should be upgraded to get the higher speed. He is unhappy that he was offered a $50 credit and feels like he was scammed out of receiving the service for which he was paying. He states that the credit he started receiving for ACP (Affordable Connectivity Program) should have no bearing on the credit he receives for the past year. 
  *** ******* contacted us in January 2023. He was interested in getting another promotion on his account to save money, so the agent let him know that he would be eligible for another promotion if he upgraded to the next internet speed package.  *** ******* decided to upgrade to our up to 1.2 Gig service.  At the time of the upgrade, our representative did not realize one of his eero Wi-Fi units would also need to be upgraded to meet the specifications of the new speed increase.  
  On January 8 of this year, he called Blue Ridge to say that he looked up the specification of the eero router that he had, and it was only capable of 1 GB, but he was paying for 1.2 GB.
  The first agent he spoke with said he could swap for the new eero at the office.  He then called back that same day, stating that he wanted credit for the past year, because his eero was not capable of the speed he was paying for.  He wanted to speak with a supervisor.   After speaking with the supervisor, the agent offered him a $50 credit.  
  *** ******* called back the next day, stating that he was offered $50, and he felt that he should be given around $200.  The agent he spoke with contacted a supervisor, who stated that we would only be able to give him $50 because he wasn’t paying extra for the speed.  He replied that he was not paying more because of ACP.  He wanted to speak with a supervisor, so a ticket was placed for a supervisor to call him back.  A supervisor called him back and offered him an $85 credit.  She explained that only one of his two eeros was outdated and not capable of handling the speed.  She stated that we could credit him back the monthly cost of the outdated eero from the date he updated his speed, which would be $82, so she offered *** ******* an $85 credit.  He accepted the offer.  
  Please let us know if you have any further questions. We are available 24 hours a day, 7 days a week by phone, email, or chat.  
  
  Sincerely, 
  Blue Ridge Communications
  

• Initial Complaint

  Date:09/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I disconnected service on 8/15. Blue Ridge told me the would send me a return label to send back the equipment. I've requested a label 7 times and they have not sent it. They are holding $311.57 and are not providing me a label.

  Business Response

  Date: 10/17/2023

  10/11/23
  
  Dear ******* *******,
  

  *** ******* was a Blue Ridge Communication internet customer.  He states that he disconnected his service on 8/15/23, and requested a return label seven times, but has not received one.  He also states that we are holding $311.57.  
  

  *** ******* contacted us on 8/16 to disconnect his account.  His account was disconnected that day and a request was submitted for him to receive a return label.  We have received several requests from the customer and have sent several emailed labels and an equipment return box in the mail.  Emailed labels were sent on 8/24, 9/8 and 9/27.  An equipment return box was sent as requested on 10/3.
  

  When *** ******* still had our equipment, which included a modem and two routers, there was a charge on his bill for $311.57.  This charge includes $94.29 for our modem, $121.90 each for our two routers, and a credit of $26.52 from when we adjusted his bill after his disconnect. 
  

  On 10/3, we received the equipment back and removed it from their account.  This left a credit balance of $26.52.  On 10/11/23 we reversed the credit balance back to their credit card on file.  
  

  At this time *** ******* does not have any balance on his closed account.  We are available 24 hours a day, 7 days a week through phone, email and chat to answer any questions.  If you have any further questions, please contact us.
  
  Sincerely, 
  Blue Ridge Communications
  

• Initial Complaint

  Date:09/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Security system continues to fail. Not all cameras work. I have complained for months and I am being ignored. BR opens new tickets regarding the matter. I am told **** is working on the issue. He is always too busy and puts me off. Alarm.com refers me back to BR. ** sends me to ****. **** ignores me. The cameras are set to record people, cars, and animals. I have walked around my house with their technician and cameras were not recording. They get them moderately function again, and the previous issue occurs again.

  Business Response

  Date: 09/22/2023

  September 22, 2023
  
  Dear ******* *******,
  
  *** ******* states her security system with Blue Ridge continues to fail as not all cameras are working and has been ongoing for months.  She states new tickets are opened for the issue and is advised **** is working on it but she claims that **** is too busy and ignores her.  *** ******* states the cameras are set to record people, cars and animals and she has walked around her home with a Blue Ridge technician and the cameras weren’t recording.  *** ******* states Blue Ridge gets the cameras functioning and the issue occurs again.  *** ******* is requesting contact by the company.
  
  *** ******* subscribes to Blue Ridge Home Security, which is powered by *****.com, and she continues to report an ongoing issue with motion detection and recording of her security system.  Our Directory of Security has been working with *** ******* on resolving the issue and continues to take her calls, even while out of the office.  *** *******’s cameras are able to be adjusted for sensitivity to picking up movement from the smallest object such as an animal to bigger objects such as humans.  Numerous adjustments to the rules and settings of the system have been made in the past and if the cameras are set to being very sensitive, *** ******* states there are too many alerts and when she decreases the sensitivity, the cameras aren’t picking up enough.  *** ******* was advised she needs a ****** Video Recorder (SVR) for continuous recording but doesn’t want to incur the additional expense for the device. 
  
  Our Director of Security is working with *****.com on a possible solution that may be an option to purchasing a SVR.  When this information becomes available to him, a follow-up call will be placed to *** ******* for discussion.
  
  If you have any further questions, please contact us.
  
  Sincerely,
  
  Blue Ridge Communications
  

  Customer Answer

  Date: 10/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Problem not resolved! **** has not found a solution. They want me to pay an extra five to $600 for additional equipment when the equipment they gave me is not as advertised or promised. I continuously have issues with their equipment.. I had another problem today with the alarm not even activating. I spent half the day trying to communicate this with Blue Ridge . Your system fails me all the time. I would be happier if they worked out at least some of the issues, but they have not.
  
  Regards,
  
  *********************************

  Business Response

  Date: 10/23/2023

  October 23, 2023
  
  Dear ******* *******,
  
  *** ******* rejected our response stating a solution for her issue has not been found.  She states the equipment Blue Ridge provided to her is not as advertised or promised and we want her to pay $500 to $600 for additional equipment.  *** ******* states she experienced another issue recently with the alarm not activating.  *** ******* states our system fails her and she continues to have issues with the equipment.
  
  Our Director of Security investigated her concerns and has advised there are two options for *** *******.  Option one is she can purchase a Stream Video Recorder (SVR) and record all of the cameras or option two, is to install SIM cards in the cameras which would include a monthly charge for the cards.  *** ******* advised she doesn’t want to pay for anything additional because she was told the cameras would do exactly what she wanted them to do as is.
  
  The cameras have a sensitivity adjustment that automatically detects movement to start recording.  *** ******* feels the settings are either too sensitive or not sensitive enough, however, we have found all four cameras are working the way they were designed to work.
  
  On October 2nd *** ******* reported she was away from the home and unable to arm the system.  It was determined our partner, *****.com, was experiencing a technical issue that was preventing remote arming commands from being sent from the mobile app which was resolved that same day.
  
  If you have any further questions, please contact us.
  
  Sincerely,
  
  Blue Ridge Communications
  

  Customer Answer

  Date: 10/26/2023

  Thousands of videos needs to be deleted because of shadows. BR technicians adjust sensitivity from wire to ground. I still have the same results. I have to manually delete each video. Otherwise video cameras stop recording. The memory becomes full. I have to pause my cameras to not reach capacity. Even though the camera sensitivity is not set to other, the cameras still record thousands of useless feed. Why do I have to spend another cent when blue ridge fails to fulfill obligations each day? Problem is still not resolved.

  Customer Answer

  Date: 11/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Thousands of videos needs to be deleted because of shadows. BR technicians adjust sensitivity from wire to ground. I still have the same results. I have to manually delete each video. Otherwise video cameras stop recording. The memory becomes full. I have to pause my cameras to not reach capacity. Even though the camera sensitivity is not set to other, the cameras still record thousands of useless feed. Why do I have to spend another cent when blue ridge fails to fulfill obligations each day? Problem is still not resolved.
  
  
  
  Regards,
  
  
  
  ********* *******

• Initial Complaint

  Date:07/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Blue Ridge Cable charges its customers $ 8 and some odd cents as an " ********************* fee. " A lot of homeowners what to know what this fee is for but always hit a brick wall from the company and the staff at *********************. I questioned them in person, and they went back to their offices with no answer to my question. PLEASE LOOK INTO THIS IF YOU WILL.Thank you,*************************

  Business Response

  Date: 07/19/2023

  July 18, 2023
  
  Dear ******* *******,
  
  *** ******** states Blue Ridge charges their customers more than $8.00 for an “****** ******** ***** Fee” with many homeowners wanting to know what the fee is for.  *** ******** states he has questioned both Blue Ridge and the staff at ****** ******** ***** but received no answer to this question.  
  
  Blue Ridge is charged a fee by development/right-of-way owners to provide cable services in private developments/communities.  Right-of-way provides a pathway across two or more pieces of property, allowing access to other properties.  *** ******** is referring to the ****** ******** ***** Right-Of-Way Fee that is assessed to our cable customers living in ****** ******** ***** which is a privately owned community.  
  
  Previously, we were able to absorb these fees but with programming costs continuing to escalate, it prohibited us from continuing to absorb this expense.  Blue Ridge made the difficult decision to pass the development/right-of-way fees along to our customers with this becoming effective July 1, 2019.  The customer’s bill includes their monthly pro-rata share of the TV services right-of-way fee enacted by and paid to owners of the right-of-way in ****** ******** *****.  The amount of the fee is not the same for all developments and varies by the level of cable service each customer has.  The development must rescind this fee to eliminate it from our customer’s bill.
  
  If you have any further questions, please feel free to contact us.
  
  Sincerely,
  
  Blue Ridge Communications
  

  Customer Answer

  Date: 07/19/2023

  [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

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  First of all..Blue Ridge could careless how many times a call with a problem .. I’ll give you a minute to check my recorded calls … this year alone if theirs 52 weeks in a year it’s at most 3x a week … thier is never a resolution cuz BR don’t answer thier own customer complaint line … I’m just so sick of the way **** handles his business…!im disabled and now live alone and the only thing I do watch Tv when I can .. that’s if I’m not doing BR work for them .. they should be paying me to get off my couch to fix their boxes all the time it’s just disgusting how nobody really gives a shit about nobody and then they got the balls to charge you $200 to watch the TV that you can only watch five times a week because the other two times you’re on the phone with them like I said nothings going to be done .. it about this I’ve been a lifelong member and they could care less if they lose me they got a whole bunch of other people that are putting up with the same shit I have no choice but to stay with Blue Ridge what a crime you can’t even enjoy a night watching TV. Please feel free to send **** a copy that if you can catch him in the office he’s not out playing golf. It would be nice if somebody really compensated you for all the trouble that a customer Hass to go through just to watch a TV. I’ve never been this upset in years $25 off my bill a month doesn’t pay me enough to get off the couch to do Blue Ridge‘s work troubleshooting

  Business Response

  Date: 07/26/2023

  July 25, 2023

  Hello
  ******* *******.
  
  *** ************** states she has contacted Blue Ridge numerous times regarding a
  problem with her cable service but there is never a resolution because we do
  not answer our customer complaint line. 
  *** ************** states she is doing our work for us by having to
  troubleshoot her issue and is paying $200 for cable service that she is unable
  to watch all the time.  *** ************** believes Blue Ridge doesn’t care, states nothing will be done to
  fix the issue and has no choice but to stay with Blue Ridge.  *** ************** believes she should be
  compensated for the issue and the $25.00 credit on her bill each month isn’t enough
  for having to troubleshoot her service issue.
  
  *** ************** converted from **** to Blue Ridge Stream service on September 19,
  2022.  Since that date, the following trouble
  tickets were reported:
  
  9/29/22 – Channels with start over catch up feature not working.  Level 2 Tech Support spoke with customer who advised issue no longer occurring, ticket closed.
  11/26/22 – Remote keeps unpairing.  Level 2 Tech Support noted remote swapped previously but continues to unpair from ******* box.  Customer made decision to go into local office to swap the ******* box, ticket closed.
  12/14/22 – Receiving load video screen.  Level 2 Tech Support was able to recreate the issue and reported to Network Operations Center to investigate.  Issue was resolved, ticket closed.
  12/15/22 – Remote keeps unpairing.  Level 2 Tech Support spoke with customer who advised the remote was working again.  Customer was advised update done with fixes for remote issue and to contact Blue Ridge if any further issues.
  1/5/23 – ******* box issue, customer requested technician to her home.  Technician dispatched on 1/6/23 who found no one home and tagged the door.  Voicemail left requesting call back to reschedule with no call back received.
  6/30/23 – **** wifi issue, ******* box couldn’t connect to network.  Level 2 Tech Support spoke with customer, helped create her **** network and was able to connect the ******* box to it.
  6/30/23 – Assistance needed with setting up **** app on her phone to wifi.  Level 2 Tech Support was able to get it connected and verified it was on before the call dropped.  Voicemail left requesting customer call back if still having issue with no response received.
  7/8/23 – Loading video issue.  Level 2 Tech Support made adjustments to the eero.  Customer advised to open the door to the cabinet where ******* box located as door could be interfering with the signal.  Modem placed on probation to monitor with a call back to customer scheduled for 7/14.  Call back placed at 2:29 pm on 7/14, left voicemail message.  Follow up call placed at 10:27 am 7/17, left voicemail message and sent an email requesting call back.  On 7/24, notice of customer call back received, customer would be home all day with contact # provided.  Level 2 Tech Support called at 8:12 am on 7/24, left voicemail message.  Customer called at 10:35 am on 7/24 advising no longer having buffering issues with the ******* box, ticket closed.
  7/17/23 – Concerns with range of wifi signal outside her home.  Level 2 Tech Support placed calls to the customer on 7/17 at 8:30 am and 10:27am and on 7/24 at 8:12 am and 9:11 am with a voicemail message left each time.  Customer called at 10:35 am on 7/24 stating she cannot get wifi outside her home and also wants her **** doorbell on wifi.  The agent attempted to troubleshoot with the customer refusing to have a technician come to her home.  The customer stated she will use her old router for the wifi service, ticket closed.
  
  As
  noted above, *** ************** spoke with agents many times regarding service
  issues.  One ticket scheduled for a
  technician to investigate on-site was closed with no resolution as customer was
  not home for the appointment and the remaining tickets were resolved by Level 2
  Tech Support.
  
  At Blue
  Ridge, we care about our customers and we want to provide the best service and
  customer experience possible.  When reporting
  a service issue, often times it can be resolved over the phone with our agent
  completing basic troubleshooting steps with the customer.  If the agent is unable to resolve the issue,
  either a ticket is opened with Level 2 Tech Support for follow-up or a ticket
  is scheduled for a technician to investigate on-site.
  
  Blue
  Ridge isn’t the only provider of television service in *** **************’s
  area.  According to ***************, service is available to her from
  **** TV and *******.  
  
  *** **************’s current monthly rate is $185.23 which includes promotional
  discount pricing on the cable and internet services until June 7, 2025, and an
  additional courtesy discount of $15.00 per month until January 4, 2023.  In addition to the discounts she is currently
  receiving, she has also been provided with several credits totaling $80.00 for
  service issues since converting to our Blue Ridge Stream service.  At this time, we feel sufficient credit has been
  applied to the account for issues she experienced.
  
  If you
  have any further questions, please feel free to contact us.
  
  Sincerely,
  Blue
  Ridge Communications 

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  • BRC is the only available internet (or TV cable) company available in this area. My internet speed is getting worse and worse, constantly pausing. According to my bill, I should be getting 300Mbps. In my house, if I connect to my WiFi, I get 6Mbps! If I connect directly to BRC cable, I get about 36 Mbps! • IF I were to go down to the basement and connect directly to BRC’s box, I get about 95Mbps. 95Mbps would be fine, if I could get it in my house, I should not have to sit in basement to connect to their box (BUT it is NOT the 300 they claim). • I have been back and forth with them, since they are the only internet available; they ‘have us over a barrel’. They tell me basically, it is MY problem and that I need an extra box leased from them $$ or purchase another box $$ to get the speed I am already paying for. They offered me a speed upgrade (UPGRADE, I do not need!) at a slight discount with the box, but after two years my bill would increase another $25! (I cancelled the TV cable because I could no longer afford it.) • IT IS LIKE BUYING A CAR, BUT IT DOES NOT COME WITH THE TIRES OR STEERING WHEEL, FOR WHICH THE CUSTOMER HAS TO PAY MORE. • I just want a reasonable speed from them for which I am already paying.

  Business Response

  Date: 05/11/2023

  May 8, 2023
  
  Dear ******* *******,
  
  *** ***** states her internet speed is constantly pausing and getting worse and she isn’t receiving the up to 300 MBPS of internet speed she subscribes to.  *** ***** states she receives 6 MBPS when connected to the WiFi, 36 MBPS when connected to Blue Ridge cable and 95 MBPS when directly connected to the modem in her basement.  *** ***** states Blue Ridge is the only available internet company in her area and was informed she would need to lease a piece of our equipment or purchase one from another vendor to get the speed she is paying for.  *** ***** states she was offered a speed upgrade which she doesn’t need and wants Blue Ridge to provide whatever set up is necessary to receive the speed she is paying for.
  
  *** ***** subscribes to our up to 300 MBPS internet service at $59.95 per month which offers a download speed of up to 300 MBPS, an upload speed of up to 7 MBPS and unlimited data.  Our customers have the option of using our equipment or supplying their own with *** ***** choosing to use her own modem and router.
  
  *** ***** spoke with technical support on March 13th and April 4th regarding a speed issue.  On March 13th she wasn’t able to bypass her router to troubleshoot the issue and advised she would have her son call us to do this.  On April 4th, after power cycling the equipment and being told the router was unplugged, the technician requested the router be plugged in but *** ***** stated that shouldn’t matter as she felt the issue was with the modem.  She requested a technician come to her home with one being dispatched on April 11th.  A speed test was completed directly from the modem with the technician receiving 300 MBPS.  He noted *** ***** is using a ****** router that is attached for her home telephone service and is receiving only 35 MBPS download off of it.  The technician explained to *** ***** that she is receiving the full speed that she is paying for through our cable line, but her router cannot produce that speed.  He informed her that he could install one of our eero routers in between the modem and ****** router so she could have increased WiFi coverage and speeds throughout the home, but *** ***** was adamant that she did not want to incur any additional expense so this was not an option.  The technician informed her the problem will continue to happen until a new router is installed.
  
  On April 26th, *** ***** emailed Customer Service regarding the information provided to her by the technician.  The agent informed her that the issue would continue to happen until a new router is installed and that she could use one of ours or she could purchase one from another vendor.  Since leasing an eero router from us would increase her monthly rate by $5.95 plus tax, the agent asked *** ***** is she would consider upgrading her speed so she would be eligible to receive a promotional discount.  Included in the promotion would be our up to 400 MBPS internet service which offers a download speed of up to 400 MBPS, an upload speed of up to 10 MBPS and unlimited data, a 3.1 Docsis modem and 1 eero router.  This is a 24 month promotion with a monthly rate of $44.95 which would decrease her current monthly rate by $15.00.  Beginning with month 25, the cost of the service and equipment would return to regular rate which currently would be $70.90 per month.  This promotion includes a $5.00 per month AutoPay and paperless billing discount which requires a subscription to Blue Ridge internet service and enrollment in both automatic payment (AutoPay) and paperless billing.  *** ***** would need to enroll within 30 days of placing the order to be eligible for the discount.  If she chooses not to enroll, the monthly rate for the promotion would increase to $49.95 per month for 24 months and would decrease her current monthly rate by $10.00.  This offer is available for a limited time and can end without notice.

  Blue Ridge isn’t the only internet service provider in *** *****’s area.  According to www.************.com for the Bushkill ***** area, internet service is also available from ******** (5G Home Internet), ****** (satellite), ********* (satellite) ******* (DSL) and ********* (5G Home Internet).
  
  If *** ***** is interested in upgrading her speed to receive the promotion mentioned, she would need to speak with a Customer Care agent at ###-###-#### to request the change.
  
  If you have any further questions, please contact us.
  
  Sincerely,
  
  Blue Ridge Communications
  

  Customer Answer

  Date: 05/15/2023

  June 9, 2023
  
  Dear ******* *******,
  
  *** ***** is rejecting our previous response stating Blue Ridge never told her that she would need special equipment with the last speed upgrade completed on her account.
  
  On June 19, 2020 *** ***** upgraded her internet speed from websurfer to the up to 50 MBPS speed which required a modem of ****** 3.0 or higher to obtain that speed.  *** ***** was using her own ****** 3.0 modem at that time so swapping the equipment wasn’t required.  On June 22, 2020 a technician was dispatched for a report of intermittent modem issues and he replaced our premise equipment (drop, fittings, splitter and ground wire) and replaced *** *****’s customer owned modem with a ****** 3.1 modem at no charge to her.
  
  During 2022, we realigned our internet service by increasing our speeds on 3 separate occasions.  *** *****’s speed increased from up to 50 MBPS to up to 100 MBPS, then from up to 100 MBPS to up to 200 MBPS and finally from up to 200 MBPS to up to 300 MBPS which is what she subscribes to currently.  The ****** 3.1 modem she is using meets the requirements to receive the full speed she is paying for.
  
  With our technician at *** *****’s home on April 11, 2023 for a reported speed issue, he completed a speed test directly from the modem and received a download speed of 300 MBPS.  He noted that *** ***** is using a ****** router that is attached for her home telephone service and is receiving a download speed of only 35 MBPS off of it.  Through our cable line we are providing her with the full speed that she is paying for, but her customer owned router cannot produce that speed wirelessly.
  
  All routers are not created equally with some being of better quality than others.  The wireless speed received when using a router is determined by many factors which can include the limitations of older equipment, how many devices will be connected it, etc.  To increase the wireless coverage and speeds throughout her home, our technician informed *** ***** that he could install one of our eero routers in between the modem and her ****** router but she declined the offer as she didn’t want to incur any additional expense.  She was advised the problem will continue to happen until a new router is installed.  *** ***** has the option of leasing a router from us for $5.95 per month plus tax which covers 1500 to 2000 sq. ft. or she can purchase a new router from a third party vendor.
  
  If you have any further questions, please contact us.
  
  Sincerely,
  
  Blue Ridge Communications
  

  Business Response

  Date: 06/13/2023

  June 26, 2023
  
  Dear ******* *******,
  
  *** ***** is rejecting our follow up response stating Blue Ridge claims she didn’t need new equipment originally, but now needs new equipment to get the speed she has been paying for all along.  *** ***** wants to know how it is justified that she needs to pay more for what she’s already paying for.
  
  With the previous realignment of our internet service and the speed increases we provided to our customers, the possibility exists that equipment the customer is using currently may not be capable of producing the new speed.  With technology constantly advancing, limitations of older equipment can occur causing the equipment to no longer perform as it once could.  *** *****’s customer owned router may have been able to provide sufficient wireless service previously, however, with the realignment of our service to increase our speeds, the router is not capable of producing the download speed of up to 300 MBPS that *** ***** is paying for.
  
  To increase the wireless coverage and speeds throughout her home, *** ***** would need to either purchase from a third party vendor a new router that is capable of producing a wireless output of up to 300 MBPS or higher, or she has the option of leasing an eero router from Blue Ridge for $5.95 per month plus tax which is capable of producing a wireless output of up to 1.3 GBPS and covers 1500 to 2000 sq. ft.  Should *** ***** choose to continue using her current Vonage router, the wireless speed limitation will continue to happen.
  
  If you have any further questions, please contact us.
  
  Sincerely,
  
  Blue Ridge Communications
  

  Customer Answer

  Date: 06/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: It seems that you claim that originally I did not need the equipment for the speed you provided, but now I DO NEED EQUIPMENT TO GET THE SPEED I HAVE BEEN PAYING FOR ALL ALONG. How is that justified, I need to pay more for what I am already paying for!!??
  
  Regards,
  
  *********************
  

  Business Response

  Date: 06/26/2023

  June 26, 2023
  
  Dear ******* *******,
  
  *** ***** is rejecting our follow up response stating Blue Ridge claims she didn’t need new equipment originally, but now needs new equipment to get the speed she has been paying for all along.  *** ***** wants to know how it is justified that she needs to pay more for what she’s already paying for.
  
  With the previous realignment of our internet service and the speed increases we provided to our customers, the possibility exists that equipment the customer is using currently may not be capable of producing the new speed.  With technology constantly advancing, limitations of older equipment can occur causing the equipment to no longer perform as it once could.  *** *****’s customer owned router may have been able to provide sufficient wireless service previously, however, with the realignment of our service to increase our speeds, the router is not capable of producing the download speed of up to 300 MBPS that *** ***** is paying for.
  
  To increase the wireless coverage and speeds throughout her home, *** ***** would need to either purchase from a third party vendor a new router that is capable of producing a wireless output of up to 300 MBPS or higher, or she has the option of leasing an **** router from Blue Ridge for $5.95 per month plus tax which is capable of producing a wireless output of up to 1.3 GBPS and covers 1500 to 2000 sq. ft.  Should *** ***** choose to continue using her current Vonage router, the wireless speed limitation will continue to happen.
  
  If you have any further questions, please contact us.
  
  Sincerely,
  
  Blue Ridge Communications
  

  Customer Answer

  Date: 06/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I was never told that I had to get BlueRidge Phone service  to be able to  obtain the speed promised! Never getting speed I pay for all these many months, and all I get is excuses.
  
  Regards,
  
  *********************