Service Electric Broadband Cable

Reviews 3

JU

Justin Metros

The absolute worst utility I have ever had the displeasure to work with. If I had any other options for "high speed" internet, I would switch in a heartbeat. There are some nice people at customer service who genuinely try to help. There are others who wont give you the time of day. After-hours, all internet service calls get routed to PenTeleData, and Service Electric will point their finger at them every chance they get when there is an issue, and vice versa ( PenTeleData is the company used if you have a Business account, and they both do a great job of blurring the lines of who is responsible for what - its always the others fault ). Over the three physical locations Ive had SEBCs/PenTeleDatas service in the two years ive been in this county, I have had non-stop issues. I have customer service on speed dial at this point. Ive had the modem replaced several times, had multiple technician visits. Ive had both my houses and my businesss internal and external infrastructure completely rewired and still receive absolutely inconsistent, garbage connections that drop incessantly. Some of the technicians they send out are also genuinely nice and work very hard to try and solve the problems, good people doing their job. Others, not so much - they clearly are numb to dealing with the constant issues, knowing there is nothing they can do. One technician came over wreaking of marijuana and was clearly under the influence on the job. I didnt report him at the time because I honestly felt bad for him, having to deal with such a ridiculous company. And he was actually the one guy who seemed to know what he was talking about and gave me real tangible numbers ( packets sent / lost, signal strength, etc ) on what was going on with my lines. Told me straight up the lines are fine and the service is just bad, simple as that. Never once have I been offered an actual explanation as to the nature of these issues, and the issues are consistent and continue to this day, all day, every day. I would not recommend this utility to my worst enemy, but sadly, if you live in certain areas of Sussex County, you have no other options unless you go with a satellite provider or resort to dialup. My phone wirelessly tethered to my computer is 1000 times more reliable than the internet line hardwired to my house, which is ridiculous. My cable modem is currently connected directly to the pole with brand new cables, no splitters, no old, bent or rotting lines - there is absolutely no excuse for service this bad. Ugh, writing this and thinking about Service Electric makes me physically sick. I rely on internet to run my business and every time it goes down it costs me time and money. And if you are reading this, and you have no other options for internet like we do, I honestly feel for you. Their solid 1 star rating speaks for itself.

MA

Mario Kroll

Where we live, its pretty much our only choice for broadband cable. I now pay roughly $80/month for Internet access only. Thats pretty much what I used to pay for FIOS Internet (that was faster and more reliable), VOIP and cable bundled together when I lived in Bergen County. So, to start, its expensive for whats being offered and still includes bandwidth caps, although Ive never had them charge anything additional. Most of the time the Internet is decent, but it drops randomly and then will have delays, making both cell phone boosters and VOIP calling quite frustrating. UPDATE: Been trying now for six months to get someone to address intermittent signal loss. While, when working, connection is solid with 40-50 Mbps up and 4-5 Mbps down, the problem is that the signal goes down in irregular intervals, typically daily, often every couple of days. Spoke to a technician "Devon" today who was quite rude - I think Ive spoken to him before and remember similar manners with me as customer, despite me spending over $1,000/year with this company. Basically proceeded to tell me that nothing was wrong and first told me that the modem had been up 99% of the time for over a week, which was incorrect since a fiber cut 4 days ago put us without Internet for almost 24 hours. He then "corrected" himself to say in the last 3 days its been up 99% of the time. I told him that our neighbor, who shares a common pole to carry the cable to our house (above ground wires probably being the first problem) has been having similar problems and when the tech came out, told them it most likely was moisture penetration at the pole or further down the line. Devon could not care less. He then, after telling me that the cable modem looked perfect from his end, asked me if anyone had moved the cable modem. I told him that, yes, it had been moved almost two years ago to a location in the basement, but that at least two of his service technicians had been out since then, and both found the signal strength to be fine, resolving other issues, typically at the pole or at the junction box to our house. He just repeated that no one but Service Electric is authorized to move the cable modems in a home, at which point I finally got fed up with his arrogance and unfriendly attitude, like I was inconveniencing him by being his customer, and asked for a manager escalation. My girlfriend overheard the entire conversation and could only add, "What a complete d***. If someone at my company talked to my customers like that, hed be fired immediately." Sadly, we really have pretty much no other choices for Internet at our location, so well probably have this lovely experience until we can hopefully move out of the service area next year.

SU

Susannah Nagle

Worst customer service experience I have ever had. We have been paying for cable internet service for a month now and have only had functioning service for half that time. When we call customer service, they show absolutely no concern for the fact that we have been without internet service for two weeks now and it is IMPOSSIBLE to get a technician to come out and fix it. When the service first dropped, we called them immediately and were told there were no technicians available that weekend and we would have to wait until the following weekend. The following weekend rolled around and--surprise, surprise--there were no technicians available. It is now Monday. Someone was supposed to come out this morning at 9am but when we called at 8am they said someone would be coming out "before 6pm", so now we get to sit around all day and wait for them. Unfortunately, Service Electric has a monopoly on high-speed internet in our area and they know it. I should have known better when the technician they sent out to do our initial hookup was rude and left without doing anything because he didnt have a tall enough ladder to climb the telephone pole. Shouldnt a cable company make sure their technicians are properly equipped? We were without internet for a whole week after that incident, because they didnt have a technician available with a tall enough ladder until the following weekend. When they finally came out to hook us up, the technician was having trouble establishing a connection between our cable modem and the companys server. He openly admitted that the quality of the modems that the company makes him use are sub-standard and that he has problems with them regularly. In addition, when our service dropped, the company admitted that there are known issues with the cable hookup to/from/in our house and that the service logs for our address show a record of issues (we recently purchased the house, but they could tell from the previous owners account). However, instead of fixing the hookup/wiring, they just continue to let us limp along, hoping that the connection will hold?!? The whole process has been incredibly frustrating. They dont appear to place any importance on providing quality service or friendly/helpful technicians or customer service. If we had another option, we would switch in a heartbeat. If one of the major cable companies offered service in our area, they would wipe these guys out in no time. We are trying the local DSL provider as a backup. Their customer service reps have been incredibly friendly and helpful so far and, if the service is fast enough, we will cancel our account with Service Electric and never look back.

Other organizations