Atlantic Broadband

[glhs837]

So, still getting tons of T3 droputs. Like tens or more a day. Called last night, level one tech out this morning. An hour of his time and lost connectivity time on ours while he verifies that indeed, the house nor the cable leading to the house are the issue. He talked to his supervisor who agreed they need to look at the amp out at the end of the driveway. Like the previous two supervisor assisted visits have maybe not looked at that?

This need to reinvent the wheel every time has to be costing them a lot more than fixing the damn problem would.

 

[sunshine98]

Suggest putting some sort of tamper sticker on the driveway box to tell if ABB really looked in the box. Had a similar issue and ABB lied about having checked the amp in the driveway box. I told them about my scotch tape tamper detect and they actually sent someone out.

 

[mitzi]

Anyone else having issues lately? Worse than usual? It reminds me of dial up the past 2 weeks.

 

[glhs837]

Suggest putting some sort of tamper sticker on the driveway box to tell if ABB really looked in the box. Had a similar issue and ABB lied about having checked the amp in the driveway box. I told them about my scotch tape tamper detect and they actually sent someone out.

They are out at the box. Issue is they always need to restart at square one. Which means the level one tech has to come out, check the house, check the box, the report back in. Every. Single. Time. Seems to be no continuity of effort.

 

[BernieP]

They are out at the box. Issue is they always need to restart at square one. Which means the level one tech has to come out, check the house, check thwite box, the report back in. Every. Single. Time. Seems to be no continuity of effort.

A couple of friends have had installs / repairs lately and in almost every case the technician seems lost, runs long has to come back later to complete the job.
I keep saying, "It's not rocket science".
Is it lack of experience, lack of training, or just plain - not the sharpest tool in the shed.
Maybe it's the bailing wire and chewing gum approach this network has been through - each new owner does things their way, but within their budget restrictions.
If the wires had been laid properly and terminated at the house (Box) properly it should be a 5 minute job to connect the modem or cable box.
From there it's almost a hand off to the home owner.

 

[glhs837]

A couple of friends have had installs / repairs lately and in almost every case the technician seems lost, runs long has to come back later to complete the job.
I keep saying, "It's not rocket science".
Is it lack of experience, lack of training, or just plain - not the sharpest tool in the shed.
Maybe it's the bailing wire and chewing gum approach this network has been through - each new owner does things their way, but within their budget restrictions.
If the wires had been laid properly and terminated at the house (Box) properly it should be a 5 minute job to connect the modem or cable box.
From there it's almost a hand off to the home owner.

In this case they're a victim of their own procedures and processes. Or should I say I am a victim. seems something like a case file would be fairly easy to build and maintain that says this is what we have done before that has not fixed the problem let's not redo those things. I've been told by about five or six employees that we all know it's not anything at the house or between the house and the box at the end of the driveway. By default that means the problem is further up the line so let's go troubleshoot there.

 

[BernieP]

In this case they're a victim of their own procedures and processes. Or should I say I am a victim. seems something like a case file would be fairly easy to build and maintain that says this is what we have done before that has not fixed the problem let's not redo those things. I've been told by about five or six employees that we all know it's not anything at the house or between the house and the box at the end of the driveway. By default that means the problem is further up the line so let's go troubleshoot there.

True, self inflicted wounds that the customer pays for.
You would think they would have an electronic service record that any technician can call up.
Again, I think it goes back to this franchise. It's interesting that when it was Metrocast it was not integrated with the other franchises that were part of that corporation. I think ABB is the same way, the local operation isn't integrated into the larger enterprise.

 

[glhs837]

Annnnnnnnd here we go again...... stated a couple days back, never long enough to really make me call and suffer the pain again. but yesterday it was really bad, dropping every hour or more. Same T3 and T4 dropouts. This morning, get a message from one of the neighbors asking whats up, she's having the same issue. So, I call, and there's a new thing on the automated system. "A simple modem reset can solve most problems, would you like a modem reset. It can take up to 10 minutes to solve the problem". I answered no, and the system response was "Without a modem rest, the technicians cannot speak to you, would you like a modem reset?" Well, in that case, suuuuuure, I would looooovvve a freaking modem reset.

It says it reset the modem, and then hangs up. Moutereffing %#$@#%&%^&&^^%%*%&&%@^$@#%#!%#@!%@#!!!!!!!.

So I call back, and now it lets me ask for a tech. Says they are all busy, do I want a callback. Sure. About 10 minutes later, I get a callback, who hangs the eff up once I say, hello.

Man, cannot WAIT for my Starlink to get here. Which wont be til maybe late summer or fall. But I cannot WAIT to tell ABB where to insert the cable.

 

[Grumpy]

Have Comcast and I had the same problems yesterday, played hell with my work day. FWIW, I rarely have net problems.

 

[glhs837]

 

[Sneakers]

I saw that and broke out in a sweat. Instinctive reaction after so many years of problem reports and irate customers.

 

[glhs837]

I saw that and broke out in a sweat. Instinctive reaction after so many years of problem reports and irate customers.

"Sir, let me check your modem for the latest firmware".

 

[stgislander]

I'm not going to say anything because my ABB signal has been pretty solid the last couple of months. I know it's only a matter of time though before my number comes back up and I'm calling them every other day/week.

 

[glhs837]

I'm not going to say anything because my ABB signal has been pretty solid the last couple of months. I know it's only a matter of time though before my number comes back up and I'm calling them every other day/week.

Too late....

 

[SandieGarry]

We just moved back to SoMd and ABB hooked up 2 Saturday's ago. We've been using it for the last week steadily. Knock on wood, no issues. Our speed is actually higher than advertised. Guess we are just lucky.

 

[glhs837]

We just moved back to SoMd and ABB hooked up 2 Saturday's ago. We've been using it for the last week steadily. Knock on wood, no issues. Our speed is actually higher than advertised. Guess we are just lucky.

No, depends on where you are. Those of us having issues are generally the last mile of the last mile, of which there are thousands in the county. They have a hard time justifying major work to track a fault when it's only about 40-50 customers a lot of whom wont complain at intermittent dropouts.
My first house, which is a rental on Chancellors Run, it was steady as a rock.

 

[SandieGarry]

Our neighborhood has less than 100 homes. Not sure how that figures in to it.

 

[DaSDGuy]

 

[jazz lady]

Funny, just got an email from them, saying "we want to hear from you" and "your opinion counts." First question on the survey is "How likely are you to recommend Atlantic Broadband to a friend or colleague?"

Yeah, right.

 

[glhs837]

Our neighborhood has less than 100 homes. Not sure how that figures in to it.

Depends on where you are, These 50 home are scattered onto maybe 200 plus acres with five to six different small roads off of Route 5 where the original cable would have been laid down in the 1980s. If your hundred homes are in a subdivision, that's a different story.