- Report: #216388
Complaint Review: Adelphia Communications - Lynchburg Virginia
-
Author Confirmed
Why?
Adelphia Communications
2820 Linkhorne Drive Lynchburg, 24503 Virginia, U.S.A.
Phone:
888-683-1000
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Adelphia Communications fraudulent internet service billing Ripoff Lynchburg Virginia
When I moved into my current apartment in June, I ordered the high-speed internet service from Adelphia using the promotion of $21.95/month for the first 3 months. I was told that even though I have cable in my apartment, a site survery was needed first.
Almost 2 weeks later, I received a phone call that the site survey was complete and all I had to do was pick up my modem and self-install kit from their office. I did so.
When I got it home, it did not work. I called ther tech support several times and after several transfers between departments, it was finally determined that a sufficient signal was not present. So they scheduled a technician for almost 2 weeks later.
When he arrived, he found numerous issues including a leaking and corroded connector at the pole. He was quite competent and honest, so much so that he told me the real story of how a site survey is done. They wait until the day of the deadline, he said, then check whether cable service is present on your street. As I live on the main thouroughfare through one of the most populous areas of the city, this is a no-brainer.
Once he got the physical connection corrected, I attempted to activate my account following ther instructions. It didn't work. I had to wait on hold for over 30 minutes to be told to insert a couple of zero's into my account number to make it work. Why didn't they tell me this?! They did give me credit for the time the service did not work, at the $21.95 rate.
Last night I got my latest bill, the first at the regular $42.95 rate. They added 11 days of service onto the bill, shifting my billing period. This makes my first full-rate bill $15.24 higher than it will normally be, something of a hardship for those of us who are poor.
They did not give me the full 3 months at the $21.95 rate. When I called their customer service dept., Susan basically insulted me by telling me they did me a favor by sending a technician (and not charging me) because I didn't know how to use the self-install kit. The truth is they sent a technician because their site survey was fraudulent: it it had never actually occurred. She said that they did me a great favor by giving me credit for the time I did not have service because they told me that everything was in place!
I don't mind paying the price I agree to for the service I request. But I do not appreciate being over-billed and insulted in the process.
Mike
Lynchburg, Virginia
U.S.A.
Almost 2 weeks later, I received a phone call that the site survey was complete and all I had to do was pick up my modem and self-install kit from their office. I did so.
When I got it home, it did not work. I called ther tech support several times and after several transfers between departments, it was finally determined that a sufficient signal was not present. So they scheduled a technician for almost 2 weeks later.
When he arrived, he found numerous issues including a leaking and corroded connector at the pole. He was quite competent and honest, so much so that he told me the real story of how a site survey is done. They wait until the day of the deadline, he said, then check whether cable service is present on your street. As I live on the main thouroughfare through one of the most populous areas of the city, this is a no-brainer.
Once he got the physical connection corrected, I attempted to activate my account following ther instructions. It didn't work. I had to wait on hold for over 30 minutes to be told to insert a couple of zero's into my account number to make it work. Why didn't they tell me this?! They did give me credit for the time the service did not work, at the $21.95 rate.
Last night I got my latest bill, the first at the regular $42.95 rate. They added 11 days of service onto the bill, shifting my billing period. This makes my first full-rate bill $15.24 higher than it will normally be, something of a hardship for those of us who are poor.
They did not give me the full 3 months at the $21.95 rate. When I called their customer service dept., Susan basically insulted me by telling me they did me a favor by sending a technician (and not charging me) because I didn't know how to use the self-install kit. The truth is they sent a technician because their site survey was fraudulent: it it had never actually occurred. She said that they did me a great favor by giving me credit for the time I did not have service because they told me that everything was in place!
I don't mind paying the price I agree to for the service I request. But I do not appreciate being over-billed and insulted in the process.
Mike
Lynchburg, Virginia
U.S.A.
1 Updates & Rebuttals
Mike
Lynchburg,Virginia,
U.S.A.
They did make it right
#2Author of original report
Fri, October 20, 2006
To Adelphia's credit, I received a phone call this afternoon from a supervisor in the Lynchburg office (after I sent a letter quoting this report and documenting the fact that a copy of the letter was sent to their Charlotte, NC office, the City of Lynchburg franchising authority, and ripoffreport.com). They did in fact correct my bill, and even offer some additional concessions to compensate for the problems I had with it. While the original customer service agent was not helpful at all and was in fact quite rude, the supervisor who called me today, in response to my letter, was in fact quite helpful and did correct the problem. I am quite satisfied with her solution.
