Complaint: Immediate Action Required-Service Interrupts since July 23, 2025

We have been experiencing SEVERE SERVICE INTERRUPTIONS with our internet and cable since July 23, 2025.  This is not just our house, but throughout the neighborhood.  Our internet goes out constantly, and the cable either freezes, has no sound, or is completely not working.  We have had techs out at least three times here at our house and two times at my dad's house, who lives two houses from us, with no positive results. We have changed out our modem at least five times since July, and my dad has changed his at least three times. In fact, we had the large boxes and were told to change to the wireless boxes as the others no longer work in our area due to the main lines need to be replaced and updated. One tech even told my husband we should take our modem in every month and change it out to make sure we are getting accurate service. Every time a tech comes out, they tell us the problem is not within our house lines or modem, but with the main lines above. One tech also told us the above lines need to be updated. Of course, we are then told they cannot do anything regarding that, and they will have to send someone else out. We have yet to have anyone come out to check or service the lines above.  

Just today, September 23. 2025, we lost our internet this morning, which my husband called in and worked with the tech to troubleshoot.  He went through all of the steps again, as we have done multiple times since July 23rd, and the internet came back on for maybe 5 minutes, and boom, it was gone again. The rep scheduled for a tech to come out again on Thursday, September 25th.  Here we go again. Tonight, the cable has frozen on and off or has completely gone out over 13 times. There are times we just don't have any sound.  I went to my dad's house tonight, two houses down the street from me, and he was having the same issues. Again, I called in and was given the troubleshooting steps once more. The rep then told me we had to shut the TV and modem off "To Rest" for two hours.  I have never heard of that before, and he could not explain the reason why. My dad's internet did not work as well. When trying to get my cable to work, we kept getting an error code, which the tech told me it was not a valid code and he had never heard of that code.  Along with the code, it gives instructions of "Check modem and cable connections."

We have been with this company for over 26 years, when it was originally American Telecasting, and have never had bad service until now. It is ridiculous that no one can figure out what is wrong with the connection to our area and fix it.  Like I said, it is not just our house or one house in the neighborhood, it is all of us. Someone needs to take responsibility for researching and correcting the concerns that are causing these issues instead of always telling us "Someone else will have to come out." We are paying over $250 a month for internet and cable, which is not dependable and is constantly having issues.  I work from home, and these continued service interruptions are creating concerns with my job.  Please look into this problem immediately!!!

You can contact me or my husband at the numbers that are on file for our account.  We would appreciate a response to this email along with the resolution you have determined to correct these concerns.  Thank you.