ComplaintsforInter Mountain Cable Inc.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This Internet is off at least once a month and usually way more. It's the highest cost internet in the county. It costs hourly wages when it's out, it causes discipline actions by your workplace because it causes you to miss work. There's no mass communication for maintenance so that you can prepare. Their restore time is always no eta and.. if it's just your area, they expect you to take 2 business days off work to wait for them for repair even though you pay for it.

  Business response

  03/26/2024

  When we do maintenance on a node it is on our automated phone system about outage.  If service is out and you miss work email [email protected] and you will be provided with documentation that your internet was out due to maintenance, power outage, etc....

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay for internet services. from this company which is a division of Gearheart communications. We go hours at a time and sometimes all night without internet. We live in an area where we do t have cell signal. We have several elderly people who depend on internet for help. I have a handicapped adult child and need 911 services. My mother lives alone at 84 and also needs a phone to call for help. We pay top dollar for services that we do not receive. I have contacted them several times on this issue with no resolution. I just sent what I pay for and be able to keep my family safe. .

  Business response

  03/22/2024

  Switched out equipment at customer location.  Spoke with customer 03-22-24 said service has been better.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I pay for the top-tier Internet service with Intermountain cable (Gearheart communications). Internet service is the lifeblood of our business. without it I lose $80 an hour. For 2 years now I’ve been fighting with this company to try and get issues fixed. Yesterday alone I lost internet 10 times. I had to reset the router 7 times the day before. They keep sending the same service technician who has yet to figure out what is going on! After two years, I’m ready to sell my house just to get away from this service provider. They are ruining our business! Either they don’t care enough to fix it or they have no clue what’s going on themselves. All I know is they are killing my business and they are leaving me no choice but to sue for damages.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’ve paid $135 a month for over 5 years for 100 meg internet and the speed was never close to 100 meg. The first year I purchased 50 meg service (never close to that either). Inter Mountain Cable raised my internet price after the first year from around $100 a month to $135 a month and took it up to 100 meg without our consent. Then in November 2023, after inquiring in office about my bill and requesting a breakdown, I was notified by the office manager that my modem was out of date and I needed to install a new one to achieve the 100 meg speed. I had a slower modem for five years and was never notified I should’ve gotten a new one, I was never notified about the price or speed raise, and I’ve paid for over 5 years for an internet speed I never received until getting my new modem.

  Business response

  01/26/2024

  *** *****

  Attached is date modem was switched out and trouble tickets for your account.  Either of the modems you had a 2472 or 3452 will carry the speed you referenced in your complaint.  We do not have an office manager here at InterMountain Cable all our CSR's are lead CSR's, so I do not know or see any indication of whom you spoke with.

   

   

  Customer response

  01/28/2024

  
  Complaint: ********
  I am rejecting this response because:
  
  Office worker then, not manager… my bad. Whoever works in the office when I addressed my complaint said my modem was out of date and I had to upgrade to receive up to 100 meg. My modem was old and was used when I had 50 meg internet. I checked my speeds regularly and never had over 50 meg until IMC employee came and switched modems. This doesn’t address the unauthorized change to my internet package 4 years ago either that I didn’t know about. I didn’t authorize a raise in my package or bill, and I didn’t receive the benefit of such raise that I paid for, for your years. I’m entitled to some sort of recourse or refund based on the negligence and unauthorized actions taken on my behalf. I never asked for an increase in my plan or price, and never received the benefit from it because of old equipment. And yes, the office worker told me that’s why I wasn’t receiving adequate speeds because of my modem. Why didn’t I receive a new modem when my plan was changed? Why was my package changed without my consent? Show me proof where I okayed a change in my internet package then. Anything I signed electronically or in person… I’ll be waiting. 
  Inter Mountain Cable has a monopoly on internet in eastern Ky and they think they can do what they want with no consequences. You’ll be hearing from my lawyer if not type of settlement is offered, as I’ve paid over $135 a month for five years for no reason, when I could’ve paid under $100 for the package I originally purchased in 2018.

  
  Sincerely,
  
  ****** ****

  Business response

  02/06/2024

  *** *****

  Still the modems you have had can carry our lowest to highest speeds offered.  Attached is where you changed 12-18-2019 to the $129.00 100/10 mg plan.  

  Customer response

  02/06/2024

  
  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.
  
  Sincerely,
  
  ****** **** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay for internet and can’t use it it’s in out every 10/15 minutes you can’t use the WiFi they supposedly fixed it numerous times! Its still out!

  Business response

  12/20/2023

  Sent lead technician to location there was a filter on drop, he removed all levels normal.  He went inside location and tested behind modem levels good.  Left voice mail for **** ******** to call me if still having issues.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have had an account with this business for over a year . Have had numerous issues with tv and internet outages. Most currently on the daily . Call in and am told to reset the boxes . I pay $196 month for this service . I should not have to reset boxes constantly or have constant interruptions to my device . I work from home and depend on my internet service to work so I can keep my job and earn money to live . I pay my bill as promised when I signed the contract as expected .. in return I should expect a service that doesn’t have to be reset daily and a service that doesn’t interrupt my work schedule in return for my money .. please help me get this resolved .. just want what I pay for thank you

  Business response

  10/06/2023

  Technicians went to customer location changed out WIFI extenders in home.  Tracked issue with main line back to an line extender that had went bad.  Replaced LE.

  Customer response

  10/06/2023

   
  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.
  
  Sincerely,
  
  **** ******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our internet connection at our home has spent some amount of time off every day for more than a year. Often, the outages seem to occur during the afternoon and sometimes shortly after midnight. Typically, the service will be out for 10 minutes, on for 1, out for 10 minutes, on for 5, out again, and so on, until eventually returning to its full capacity. Unfortunately, my home is in a rural region and has no cell signal. Therefore, when we are without internet (which means our home phone is also disabled), we find ourselves at risk in the case of an emergency. We have no means to call for any assistance and our wi-fi based security system ceases functionality. I have called and spoke with technicians about a dozen times the past year. The technicians insist I should unplug the box and plug it back in, but this never resolves the issue. They ask me to remove the battery pack from the device as it causes issues, but that has been done forever ago and is no longer the issue. And unfortunately, I have to drive into town to get cell signal to call the technician, so I just have to return home, unplug and replug the device with no success, then wait until the problem resolves itself. On one occasion the technician had me bring my box into their store and swap it for a new one. The same issues occur with the new box. Typically, the technician on the phone insists they will put in a ticket to send someone out if they see there is an issue on their end with our service, but the person never comes (I assume they see our service resumed working and they didn't need to come). Therefore, our issue never gets resolved and occurs the next day as usual. Many times this year a technician was said to be coming to our house to solve the issue and only once does it seem someone came: there was a note posted on the door once that we had missed them. The name on the account should be that of my mother, Sandra Baldridge. My name may be on there as well. Thanks for your help!

  Business response

  07/21/2023

  Issued trouble ticket for a technician to service location.  There were some issues with the equipment on pole and connectors.  Customer said she would call back if they have any more issues.

  Customer response

  07/26/2023

  
  Complaint: ********
  
  I am rejecting this response because there have been two outages occur since the technician left our residence. We are greatly appreciative of their prompt response to our previous message, but unfortunately the issue is unresolved. The first outage occurred during the afternoon just a day or two after the technician was here. The next outage occurred from about 12:05 AM today, the 26th, to about 12:45 AM. The outage affects both wireless and wired connections. We look forward to working with you to restore consistent functionality of our service and are appreciative of your cooperation!
  
  Sincerely,
  
  ***** *********

  Business response

  07/28/2023

  We had no control over those outages the first on the 18th was due to AEP having the power off to our node.  The second noted outage on the 26th at midnight was maintenance performed by our headend on the cable modems.  *** ********* is more than welcome to call our helpdesk 24/7 1-800-635-7052 to see if outage or planned maintenance is being performed.

  Customer response

  07/28/2023

  
  Complaint: ********
  Three technicians worked outside my residence today until it began raining so I am hopeful the issue may be resolved. However, another outage occurred this morning prior to the arrival of the technicians. Our daily outages cannot consistently be attributed to routine maintenance. The technicians spent a good amount of time working today so I can update further if the issue remains unresolved. Thanks.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have internet with intermountain cable. They have horrible service we have outages every day my wife lost a very good job and about to lose her new job because of no internet we pay almost 150$ a month for this service and it’s out almost every day at some point this has caused massive problems for us we had 1 car repossessed and we are behind on our mortgage all because we lost our income we work from home. Intermountain cable does not care. They always have an excuse, but this is every day so we are paying for something not being provided.

  Business response

  05/31/2023

  Intermountain Cable is dedicated to providing the best broadband service in the area.  There are times when outages occur that are out of our control, windstorms, squirrel chews, car wrecks, power outages, etc....   When these do occur, we dispatch our fiber splicing crew to find the issue and repair it as soon as possible.  When you work from home and an outage occurs you can request a work excuse that states time of outage to forward to your employer.  Send request to [email protected].

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a “Black Friday” promotion that includes Phone,TV, & Internet the last week of November 2022. All of the services provided are based on the Internet connection. I am currently paying over $200 a month for a service that is not being provided to me. The Internet does not work a large percentage of the time. I feel like adjustments should be made to reimburse consumers for all of the services they pay for, but do not receive. I would like to see the problem fixed because it is my only option for Internet where I live.

  Business response

  03/22/2023

  Technicians replaced RPD in area service should be fixed.

  Customer response

  03/22/2023

   
  Complaint: ********
  I am rejecting this response because:

  The Issue has not been resolved. I received my monthly statement for the full amount of service on Tuesday. 
  Service continues to be very limited throughout the day, but especially between 9-11 PM most recently. Every night this week my family and I have not been able to consistently watch a 30 min show due to No Internet Connection. They may have replaced what they thought was the problem, but it did Not fix the issue. I feel like adjustments should be made to my monthly bill due to these ongoing issues. 
  
  Sincerely,
  
  **** ********

  Business response

  03/27/2023

  Technicians went to location ran a new drop.  Service should be fixed now.

  Customer response

  03/27/2023

   
  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have telephone, television, and internet through this company. I did pay $192 a month for these services. My main problem is that these services go out on an average of 2-3 times a day! Plus, they have raised the bill to over $200 a month. I don’t mind paying for a dependable service but this company’s service is horrible. I have called several times and they say we just need to reboot. When you pay for a service you should not have to go reboot it several times a day! Thank you for any help you can give.

  Business response

  03/24/2023

  RPD was replaced, went to location checked signal everything is good.  Technician spoke with gentleman at location, he called wife, they havent been home much.  But issue should be resolved.

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