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

  804 Academy Heights Ave Ephrata, PA 17522-1951

• 

  Blue Ridge Cable Technologies, Inc

  PO Box 100 Route 209 & Ye Olde Professional Bldg Gilbert, PA 18331-0100

• 

  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

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:02/17/2023

  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 discontinued my service on Saturday February 11,2023 and was told I was getting a full refund of $150 cause I didn't use the service all month I contact them today February 17,2023 and was told I'm only getting a refund of $17 I want my $150 refund cause I didn't use the service for the whole month

  Business Response

  Date: 02/24/2023

  February 24, 2023
  
  Dear ******* *******,
  
  *** **** states she contacted Blue Ridge on February 11, 2023 to disconnect her service and was advised she would receive a refund from us in the amount of $150.00.  *** **** states when she contacted Blue Ridge on February 17, 2023 she was advised she would receive a refund of $17.00.  *** **** states she didn’t use the service for the entire month and is due the refund of $150.00.
  
  On February 11, 2023 *** **** contacted Blue Ridge to disconnect the cable service effective that day and while processing the order, our agent quoted an amount of $150.56 to be refunded to the customer.  In reviewing the call, the agent noted a prorated amount of $150.56 listed on the account and mistakenly quoted it to *** **** as the refund amount which would have been correct if ******* had paid the amount owed for her service through March 14th.  Her last payment was for service through Feb 14th only which provides her with a refund of $17.71.  Below is a breakdown to help understand how we arrived at the amount of $17.71. 
  
  $132.85 – January 9th statement for service from 1/15 to 2/14 and due on January 30th
  $132.85 – payment applied on February 1st for January 9th statement
  $    0.00 – balance remaining due
  $132.85 – February 8th statement for service from 2/15 to 3/14 and due on February 28th
  $    0.00 – no payment received for February 8th statement
  $132.85 – balance due at the time of requested disconnect on February 11th
               
  $150.56 – prorated credit applied to the account for unused service from 2/11 to 3/14 (breakdown below)
  
  $132.85 - credit for service for 2/15 to 3/14; no payment was received previously for this timeframe.  
  $  17.71 - credit for 2/11 to 2/14 which *** **** paid for with the February 1st payment but did not use     
                   due to the disconnection of service on 2/11.  
  
  We apologize for the misinformation and any confusion this may have caused *** ****.  
  
  If you have any questions, please let us know.
  
  Sincerely,
  
  Blue Ridge Communications
  

• Initial Complaint

  Date:01/08/2023

  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.

  On hold 25 plus minutes regarding the loading issue attempting to watch cable tv. Newly installed system yet nothing displayed in real time , constant loading message and cannot reach tech support , NOT SERVICE I AM PAYING FOR !!!

  Business Response

  Date: 01/23/2023

  Dear ******* *******,
  
  *** ********* states she contacted Blue Ridge regarding a video issue with her television service.  She stated that her service was recently installed with nothing displaying in real time and was receiving a constant loading video message.  *** ********* states this is not service she is paying for and wants the issue fixed.
  
  *** ********* lives in an area with Blue Ridge Fiber service and was installed with television and internet services on December 27, 2022.  On January 8th, she reported a loading video issue with the television service.
  
  There are different variables that can cause a loading video issue.  Our representative advised *** ********* that she receives her television service via streaming using her WiFi connection.  An attempt to troubleshoot the issue but was unsuccessful as *** ********* advised the issue was no longer happening due to the long hold time.  *** ********* requested a technician to visit her home to set up a direct connection.  Because she is located in a Blue Ridge fiber area a direct connection with video isn’t possible since all video service in Blue Ridge fiber areas is delivered via streaming and a broadband connection.  Following protocol, our representative discussed the issue with our Technical Support team who was unable to locate an issue occurring at that time.  Since we were not able to identify and confirm any issues occurring with *** *********’s service we advised her that if a technician is scheduled to come to her home, a charge would be incurred for the visit.  *** ********* requested to speak with a supervisor and while in the process of doing that her call was disconnected in error.  
  
  A representative spoke with *** ********* on January 17th to discuss the reason for the complaint.  *** ********* advised on January 8th, she was experiencing service issues.  She stated the issue wasn’t just with the television service but with all devices in her home that connect to the internet and WiFi service.  *** ********* stated that she wants her television service set up as a direct connection and was advised that isn’t possible as she is in a Blue Ridge Fiber area which uses an internet connection and WiFi to stream video content. *** ********* was offered a call from a Technical Support agent who can investigate and troubleshoot remotely and, if needed, would schedule a technician to investigate on-site.  *** ********* accepted the offer and requested a call at 6 p.m. that evening.  At 6:02 p.m. on January 17th   a call was placed by Technical Support and a voicemail message was left requesting a call back.  Another call was placed on January 19th and the agent was advised by *** ********* to return a call to her after 6 p.m. that evening.  An agent called *** ********* at 5:56 p.m. on January 19th and was advised by the customer that she was still at work.  When the agent asked for a new call back time, the call was disconnected.  We apologize the call to *** ********* occurred before the time she requested.  Understanding she is at work and cannot be disturbed, an email was sent to the address on file to advise that an agent will be contacting her after 6:00 p.m. on January 20th and if that time isn’t suitable for her to please let us know.  The agent placed the call to *** ********* at 6:20 p.m. on January 20th and left a voicemail due to no answer.
  
  We will attempt to contact her again and schedule a technician visit to review her connections and provide customer education.
  
  If you have any questions, please let us know.
  
  Sincerely,
  
  Blue Ridge Communications

• Initial Complaint

  Date:11/07/2022

  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.

  When first started with BR, I only needed one main box and one TiVo mini but we were told that it would be cheaper to get everything we would possibly need, even in the future all at once. Ended up going with one main cable box, three minis and internet service. In either late July or early August of 2020, I returned a mini to the local branch and I did receive a receipt for my return however, we had a flood in our basement a few weeks later and the receipt was destroyed. Called BR in December of 2020 when I first realized that I was still being charged for the returned mini.I was told that it would be handled and removed from my bill. I had followed up again with BR in April of 2021 because I realized that I was still being charged. This time I was told there was nothing that could be done without a receipt.I followed up again in September of 2021 and January of 2022 all of which were unsuccesful. I chatted with a rep last Friday and for the first time since this issue started, she asked me for the serial numbers of the minis that I still had. I went to go get the serial numbers and she ended the chat for taking to long. I called in the following chance I had and spoke with someone in cs and she told me that I needed to speak with a supervisor but there is a way for them to check the sn # and see if there had been any use on the mini since I returned it which would prove I did not have it.Spoke with a spvr who said this is not true but offered to take the mini off the account finally and credit me three months.She spoke to me as if she were doing this amazing favor and I should be grateful for her.I explained that I have been trying to handle this for 2 years and 3 months is really nothing compared to the over $250 I have paid for an item I do not have. I have offered to provide proof of the flood and they tell me it doesn't matter. I can't imagine they tell customers with house fires that.

  Business Response

  Date: 12/06/2022

  December
  6, 2022

   

  Dear
  ******* *******,
  
  Somehow
  this complaint was overlooked and we apologize for the late response to it.
  
  *** ****** states she previously installed cable and internet service with Blue
  Ridge and chose to have 1 **** DVR cable box along with 3 **** mini cable
  boxes.  She states in July or August of
  2020, she returned 1 **** mini cable box to her local office and received a
  receipt for the return of it but it was destroyed a few weeks later due to a
  flood in her basement.  *** ****** states
  she contacted Blue Ridge in December of 2020, April of 2021, September of 2021
  and January of 2022 to dispute the charges for the equipment but was
  unsuccessful.  *** ****** states she
  chatted with a representative on November 4, 2020, but the chat was ended while
  she was obtaining the serial numbers for the **** equipment she has in her
  home.  *** ****** stated she spoke with a
  supervisor who offered to remove the **** mini cable box from her account and
  provided her with 3 months of credit for the rental of the equipment.  *** ****** states the 3 months credit doesn’t
  compare to the money she had paid for a piece of equipment she doesn’t
  have.  *** ****** states she offered to
  provide proof of the flood to Blue Ridge but they advised her it will not
  matter.
  
  When
  *** ****** installed cable service on January 16, 2017, she was provided with
  one **** DVR cable box along with 3 **** mini cable boxes for her cable
  television service.  In checking her
  account for July and August of 2020, we have no record indicating one of the three
  **** mini cable boxes was returned to Blue Ridge.  In reviewing a chat conversation with one of
  our agents on October 23, 2020, *** ****** stated she wanted to get rid of her
  three **** mini boxes and keep the main **** box.  *** ****** advised she could take the three
  boxes to the local office and that they were moved into storage to continue
  with their cleanup as they had a flood in their basement.  According to this conversation, *** ******
  still had possession of the 3 **** mini cable boxes 2-3 months after she states
  she returned one of them
  
  All
  Blue Ridge leased equipment is tracked via a corresponding serial number
  attached to each piece.  When equipment
  is returned by the customer, it is immediately removed from the account based
  on the serial number and a receipt is provided to the customer for their
  records.  Our records do not reflect the
  equipment was returned, and due to this, *** ****** would need to provide to us
  the receipt she would have received at the time she states the box was
  returned.  *** ****** claims the receipt
  was destroyed due to a flood in her home, however, providing us with proof of a
  flood occurring in the home isn’t sufficient proof of the return of our
  equipment.
  
  In
  reviewing the tracking log of *** ******’s account, none of our agents were in
  the account in December 2020 or April 2021. 
  On September 12, 2021, an agent was in the account due to speaking with
  *** ****** via our chat option regarding adding *** ******* to her
  account.  During this conversation, the
  subject of the **** mini cable box was not addressed by *** ******.  In January 2022, only one agent was in the
  account and that was an agent with our Level 2 Technical Support department who
  does not deal with account billing. 
  
  *** ****** spoke with agents via our chat option on November 2nd, 3rd and 4th regarding being billed for a **** mini cable box she states
  she returned to Blue Ridge previously.  Each
  time she was advised for the equipment to be removed from the account, she
  would need to provide the receipt of return given to her by Blue Ridge.  As a courtesy, the **** mini cable box was
  removed from *** ******’s account effective November 2, 2022 and a credit of
  $31.64 (which represents 3 months of rental for the equipment) was applied to
  the account.  We feel the credit provided
  is sufficient since she is unable to provide the return receipt to us as
  requested numerous times.
  
  If you
  have any further questions, please contact us.
  
  Sincerely,
  
  Blue Ridge
  Communications

  Customer Answer

  Date: 12/06/2022

  [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 have made it very clear that I do not have a receipt due to a natural disaster that occured at my home. There was a flood due to a hurricane that came up the coast. I was told by Blue Ridge on numerous occassions that I would need to provide this receipt even though I have explained the flood countless times. As we can see in their response, they are still asking for a receipt even though there is not one. If a customers house burns down, and the receipt is inside, there would be no way to provide said receipt so why am I still being asked for a reciept when I have made it very clear that I do not have one any longer. My office was in the basement and I kept all of my receipts in one central location which was damaged by water. I have not had a single issue with any other company or bill or anything other than Blue Ridge. I also kept records of each time I spoke with someone there and your records do not reflect mine. I have dates that I spoke with people and you are stating that I did not. If I need to, I will get a detailed phone record to prove that your records are incorrect. 
  
  
  Regards,
  
  
  
  **** ******
  

  Business Response

  Date: 01/13/2023

  January 12, 2023

  
  Dear
  ******* *******,
  
  Ms.
  Miller is rejecting our response because she states she made it clear that the
  receipt she claims she received for returning the piece of Blue Ridge cable
  equipment previously was destroyed by a flood in her home.  *** ****** states she has records of each
  times she spoke with someone at Blue Ridge and our records do not reflect hers.  She states she will get a detailed phone
  record to prove that our records are incorrect if needed.
  
  *** ****** states she returned 1 of her 3 **** mini cable boxes to a Blue Ridge
  office in July or August 2020 and was given a receipt that was damaged due to a
  flood in her home in August 2020.  In a
  chat conversation that occurred months later on October 23, 2020, *** ******
  advised our agent that she wanted to get rid of her 3 **** mini cable boxes
  that were put in storage due to a flood in her home.  According to this conversation, *** ******
  still had possession of 3 **** mini cable boxes in October 2020 and we have no
  record of this equipment being returned.
  
  We had
  reviewed the account for the dates noted by *** ****** in her complaint and
  found that either no agent was in her account at that time, or if she did speak
  with an agent, the subject of 1 returned **** mini cable box was not addressed
  by *** ******.
  
  Based
  on our findings, we stand by our original position.
  
  Sincerely,
  
  Blue
  Ridge Communications
  

• Initial Complaint

  Date:11/02/2022

  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 have been having internet issue, i work from home have connected them multiply times, have had tech come to my home. spoke with a customer care rep 2 days ago never told me about a shut off that was for nov 2md (today) had tech at my home yesterday for over 3 hours no word of payment. woke up this morning to a shut off. and them saying they cant help me. I owed before today 143.98 as a past due and 122.56 was current bill. due on receipt of bill with a note to pay bill in full within 5 days. normally due by the 23rd of the month. as of today new bill now being told that 266.54 has to be paid to restore service. spoke with a sup who was unsure why i wasn't given info 2 days ago.. did a call back with a manger. manger Alice called back about 10am to inform me that there was nothing she will do. not sure why the rep didn't give the info about bill and that it was my fault for not asking. ( Great customer service for a manger). i asked about the credit and was told credits were applied as they should be. never told me the amounts. Just asked if there was anything other than needing to make payment else to get me off phone. I called back and spoke with a rep at 1020am asking when normally bill is due she confirmed the 23rd of the month and I asked how much my account was credited for the issues I had with the service and was told I was not given any credits on the account. so I was lied to also by a manger. Had i known the service would be shut off today i would have borrowed the 140.00 needed to keep service on until Friday if they would have not held the account until then when i got paid. Now i have to come up with 267.00 to get it turned back on when i work from home and need internet to make money. I am also being told they cant override the system since it was shut off payment has to be made to restore. Higher ups need to know how their cx are being treated as well.

  Business Response

  Date: 11/14/2022

  November 3, 2022
  
  Dear ******* *******,
  
  *** ****** is a Blue Ridge Communication internet
  customer.  She was having internet issues
  and contacted us to take care of it.  She
  states that two days after calling us, her service was disconnected for non-payment
  of her bill, but we never warned her that this would happen.  She states that the bill she received in
  October stated that her account was past due and to pay the full amount within
  five days.  After her service was
  disconnected, *** ****** spoke to a manager. 
  She states that she was told that we could not override the system or
  restore her service unless she paid the full past due amount.  *** ****** states that if she would have
  known the account could be disconnected, she could have made arrangements to
  borrow the money needed to keep the service active.  She also states that she was promised credit
  on her account from the internet issue, but when she asked about it, she was
  told that no credit was added to her account. 
  *** ****** called us on 10/31 because she was
  having issues with her internet cutting out. 
  A technician was scheduled for the next morning.  *** ****** inquired about receiving a credit
  due to the service not working correctly. Since the first agent that spoke to
  her specialized in troubleshooting, *** ****** was transferred to another agent
  who explained that we could not provide a credit until the issue was resolved.
  We do not provide credit due to service outages until the issues are resolved,
  so that we may provide the appropriate amount of credit based on the time the
  service was not working correctly.
  When *** ****** called us on 10/31 the agents did
  not go over billing on her account.  They
  worked with her through troubleshooting and scheduling a technician to the home
  to solve her issue.  Even though the
  agents did not speak with *** ****** about her past due bill, she does admit to
  receiving the message on her last bill stating that the balance needed to be paid
  within five days. She received a message on her September bill and on her
  October bill.  The message on the bill
  stated “We have not received your payment. To avoid disconnection, full payment
  must be received within 5 days.  If full
  payment is not received, your service may be disconnected.”
  *** ******’s bills print out around the second of
  each month and are due on the twenty-third of each month.  When *** ****** received the bill that
  printed on 10/3, that she referenced, her total amount due was $266.54, with
  $148.98 being past due.  She did not make
  any payments. Then on 11/2 another bill printed out making her total amount due
  $396.05.  Of that balance $273.49 was
  past due, and needed to be paid to restore service.  *** ****** made the payment that day and we
  restored service immediately. 
  A technician went to *** ******’s home the day after
  she called us to fix her issue.  When *** ****** called us the day after the technician came to her home, the agent she
  previously spoke to did not add the credit to her account yet.  Normally, we provide credit from the time the
  customer calls to inform us of an issue until the time the issue is
  resolved.  Providing credit like that in
  this instance, we would have provided *** ****** with $7.33.  As a courtesy, we added a $25 credit to the
  account.  Also, as a courtesy we have
  provided credit of $6.95 from September, $6.95 for October and $6.95 for
  November for late fees totaling $20.85. 
  At this time *** ****** has a current balance of
  $73.53, which is due on 11/23. We wanted to make sure *** ****** is aware that
  Blue Ridge Communications participates in the Affordable Connectivity Program
  (ACP).  ACP is a program through the FCC
  that provides a $30 per month discount on internet service.  We have information on our website about
  applying for the program and 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:10/25/2022

  Type:Service or Repair 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.

  All year my internet service has been getting severely sub-par download and upload speeds (many times in the single digits). After repeatedly switching modems BRC sent a technician out in July 2022. He determined the underground cable needed to be replaced and a report to request this work would be filed and I would hear from them within two weeks. Over three months have passed and nothing has been done. Not only have I been paying for internet service but also for tv from Fubo on a monthly basis and I have not been able use either service without having to wait for endless buffering or blacked out screens. BRC still wants to get paid each month for a service I AM NOT ABLE TO GET and because of their poor business practices I am paying monthly for a television service which I cannot use also. I have been calling them on a weekly basis and nothing still has been done. Why should I be made to pay for a service which I am not getting? I feel that blue ridge should fix the problem and refund at least a partial amount of what I have paid them for a service they have not provided.

  Business Response

  Date: 11/10/2022

  November 8, 2022
  
  Dear ******* *******,

  *** ****** states she’s been receiving sub-par internet service which is due to the underground cable needing to be replaced.  *** ****** states it has been more than 3 months since being advised of the issue and the underground cable hasn’t been replaced.  *** ****** states she pays for a streaming TV service from another provider which she is unable to use due to buffering and black screen issues.  *** ****** is requesting that Blue Ridge fix the underground cable and issue a refund for some of the monies she has paid.

  *** ****** subscribes to the up to 300 mbps internet service which offers a download speed of up to 300 mbps, an upload speed of up to 8 mbps and 1.3 TB (terabytes) of data.  On July 25, 2022, a technician was dispatched to her home due to speed issues with the internet service where he replaced fittings on the underground cable.  A speed test was completed at the modem with a download speed of 300 mbps received and the technician noted the customer would need to make changes to her WiFi mesh network due to low signal issues with the units.  A splice was also located in the underground cable with the technician creating a sketch for new underground to be installed.  
  

  Due to the cable being located under the road, we needed to obtain a permit from the town to bore and/or cut the road.  We were informed by Jackson Township that the original paperwork we submitted to them prior had been lost and we were required to resubmit all paperwork again which resulted in a delay in making the repair.  Blue Ridge was finally able to obtain the permit and on November 1, 2022 the underground cable was replaced.
  

  A field supervisor spoke with *** ****** on November 2, 2022 to inform her that the repair was completed the day before.  The supervisor approved a credit for one month of service and on November 2, 2022 a credit of $71.90 ($64.95 for one month of service and $6.95 for a previous late fee charge) was applied to *** ******’s account.
  

  We feel the issue noted in the complaint has been addressed.  If you have any further questions, please contact us.
  

  Sincerely,
  Blue Ridge Communications
  

  Customer Answer

  Date: 11/10/2022

  [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:10/25/2022

  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.

  Blue ridge has had a monopoly on the area for as long as I can remember. The internet is constantly slow and going down with no explanation and when you contact them customer service does nothing for you and acts like they have no idea that there is an outage. There is an outage at least once a month. They need to lower their prices or update their hardware so I'm not paying for a service that doesn't even work. And they offer no compensation for any inconvenience you may have encountered while your internet was out for an entire day. Please do something.

  Business Response

  Date: 11/11/2022

  November 8, 2022
  
  Dear ******* *******,
  
  *** ***** states his internet service is constantly slow and dropping with an outage at least once a month and customer service is of no assistance to him.  *** ***** states Blue Ridge has a monopoly and needs to lower their prices or update their equipment.  *** ***** states Blue Ridge offers no compensation when the service is out for an entire day. 
  
  Since the initial install of service in July 2020, there was only one trouble call placed on April 9, 2022 for no service due to the modem being offline.  A technician was dispatched, however, the customer canceled the ticket before the technician arrived at the home.  On April 28, 2022, *** ***** contacted Blue Ridge via email to report the internet service dropped for the 2nd time within the month.  An agent responded to the email to assist him with the issue, but no further response was received from the customer.  *** ***** called Blue Ridge later that same day and was informed the internet service was interrupted due to a past due balance on the account.  A payment was made at that time and the internet service was restored.  
  
  On October 25, 2022, *** ***** contacted Blue Ridge via email to report his internet service wasn’t working.  Before an agent could respond to the email, the customer called Blue Ridge and was informed the internet service was interrupted due to a past due balance on the account.  A payment was made later in the day and the internet service was restored.
  
  *** ***** subscribes to our up to 300 mbps internet service which provides him with a download speed of up to 300 mbps, an upload speed of up to 8 mbps and 1.3 TB (terabytes) of data each month.  On November 7, 2022, a resident manager spoke with *** ***** who advised that he is no longer having an issue and his internet service is working fine.  *** ***** stated he generally receives 200-215 mbps of download speed with the manager advising that he shouldn’t have issues receiving up to 300 mbps.  The manager offered twice to have a technician come to the home to verify the service, but *** ***** declined the offer both times.
  
  Blue Ridge does not have a monopoly and we do not prohibit other companies from servicing the East Stroudsburg area.  Other service providers can apply for a franchise at any time and build in *** *****’s area.
  
  Our prices are comparable to other service providers and we’re constantly working on improving our infrastructure to provide the best service possible to our customers.  Our multi-year plan to rebuild our entire cable system has begun and we will be upgrading 8000 miles of cable to create a 100% fiber-optic solution that delivers Fiber-to-the Home directly to our customer’s homes.  
  
  If a customer is without service for an entire day, credit will be applied to the account for that timeframe at the customer’s request.
  
  If you have any further questions, please contact us.
  
  Sincerely,
  
  Blue Ridge Communications
  

• Initial Complaint

  Date:10/17/2022

  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 have BLUE RIDGE CABLE AND I HAVE BEEN COMPLAINING ABOUT THE SERVICE FOR OVER TWO YEARS AND THE SERVICE REMAINS THE SAME..I HAVE TALK TO THEIR TECHNICIANS SEVERAL TIMES AND NOTHING IS BEING DONE CORRECTLY.. THEY TOLD ME TO REPLACE THE MODEM ,SO THEY CAN CHARGE ME A MONTHLY FEE FOR THE MODEM, THAT DID NOT WORK..THEY TOLD ME TO BY ANOTHER WIFI ROUTER, THAT DID NOT WORK THEY SENT A TECHNICIAN TO WORK OUTSIDE MY HOUSE, THAT DID NOT WORK..I DAYS I SIT CRYING FROM AGGRAVATION DEALING WITH THE INTERNET SERVICE HERE. BLUE RIDGE CABLE IS THE ONLY CABLE SERVICE THAT I CAN RECEIVE IN MY AREA AND I FEEL THEY ARE TAKING AN ADVANTAGE OF THE ISSUE BECAUSE THEIR IS NO COMPETITION FOR THEIR COMPANY..I WANT THEM TO FIX MY INTERNET CONNECTION CORRECTLY AND REFUND SOME OF MY MONEY BACK BECAUSE I BEEN GOING THROUGH STRESS DEALING WITH THIS COMPANY FOR OVER TWO YEARS NOW.

  Business Response

  Date: 10/31/2022

  October
  31, 2022
  
  Dear
  ******* *******,
  
  *** **** states she has been experiencing issues with her internet service for more
  than two years.  *** **** states she
  replaced both the modem and the router at our suggestion with no resolution and
  work completed outside her home did not resolve the issue.  *** **** states there is no competition and
  Blue Ridge is the only provider in her area. 
  *** **** is requesting that Blue Ridge fix her internet service and
  provide her with a credit due to the ongoing issue.
  
  Prior
  to March 17, 2021, *** **** was using her own modem for internet service which
  limited the amount of troubleshooting we’re able to provide since it wasn’t
  Blue Ridge equipment.  To be able to
  better assist *** **** if issues should occur, we suggested that she lease our modem
  for $5.95 per month which would allow us to be able to monitor the equipment
  and troubleshoot more in depth.  *** ****
  agreed and our modem was installed on March 17, 2021.  As of October 1, 2022, we no longer charge a monthly
  fee for our modem and *** **** is no longer being billed for the equipment.
  
  In
  reviewing the account, there were two trouble calls placed within the past two
  years.  On January 22, 2022, due to
  connection issues *** **** was experiencing, we monitored her modem for 48
  hours and noted issues were found with the signal to noise ratio and TX
  power.  A trouble call was scheduled for February
  2, 2022, where our technician replaced a piece of equipment on the drop to the
  home. 
  
  On June
  2, 2022, *** **** spoke with a technical support agent due to dropping of her
  internet service and a trouble call was scheduled for June 8, 2022.  On the trouble call, the technician noted
  there was no problem observed because due to Covid reasons he wasn’t allowed to
  enter the home to be able to investigate. 
  Also noted during the call on June 2, 2022, the technical support agent
  discovered the personal router *** **** was using, wasn’t capable of supporting
  the up to 600 mbps download speed she was paying for and it was suggested she
  check into replacing that piece of equipment.
  
  On
  October 27, 2022, a representative spoke with *** **** to discuss the ongoing
  internet issues.  With approval from her,
  a trouble call has been scheduled for November 2, 2022, to have a technician
  investigate both inside and outside of her home to attempt to locate the cause
  of the ongoing issue.  *** **** is aware
  the representative will follow up with her after the trouble call has been
  completed to discuss the findings and what credit will be applied to the account.
  
  Blue
  Ridge is not the only provider of internet service within the East Stroudsburg,
  PA area.  In referencing www.broadbandnow.com, service is also available from
  ******** 5G Home Internet (limited areas), *******, ****** and ****** ***.
  
  If you
  have any further questions, please feel free to contact us.
  
  Sincerely,
  
  Blue
  Ridge Communications