Buckeye Broadband

Reviews 3

GR

Gregg Hutton

This review is a bit different because it just tries to share how things have changed. Buckeye let its subscribers know a few years ago that it was going to start charging a fee for the modem required to allow the cable to interface with your home network. A while back I wanted buy my own modem and so stopped in to the office and was told that I could get my own modem as long as it said Arris Surfboard. After doing some research I settled on the SB6190. It was marketed as being the best selling modem in the US and compatible with major cable providers. Plus it gave plenty of room to grow. I recently got a few extra $ in my check so I purchased one and hooked it up. It would send and receive data but not hook into Buckeye’s server. When I called to finish the installation I was told that this modem was not one of 11 modems listed as being compatible and there was no way they could help. Apparently sometime between when I was in and talked to them and when I bought and hooked up the modem a compatibility list was created. Later that day I contacted customer support via their support page I needed to know if the SB6190 was KNOWN to NOT be compatible, if it was not KNOWN to be incompatible I needed to know if there is a way to check, and I needed to know if there were any plans to make this modem compatible in the next 3 months. A response never came. A day or so later I sent a second request. 5 business days later I still hadn’t gotten a reply I tried a different approach and that was to contact them through the email address listed at the bottom of the bill. That was returned as undeliverable. The same went for a second attempt. By this point I decided to give the office a call and explain that I would appreciate a method by which I could contact Buckeye in writing. I was told that my inquiries should not have gone unanswered, and the office would check into that. I asked if there was a valid email I could contact Buckeye at and was told there was not but I could talk about the issue with tech support. When I explained the 3 questions I had the tech could not help nor could he recommend someone that could. Basically I was out of luck. I did learn during the same phone call that Buckeye charges $150 to buy a modem through them. When I did a search on ebay of the 11 modems, 9 were available for purchase and none sold for > $56.90. I decided I might as well try and sell the SB6190 on ebay and get a modem that would work. Interestingly my modem that I was renting from Buckeye, a CM 550A model is not listed on their list of compatible models. This model goes for $10 on ebay. So I contacted customer support, hoping that they had repaired the customer support page. I was curious to know if there was a reason why I couldn’t purchase the exact same model of modem they have currently issued me and expect tech support to be able to finish their side of the installation. Two attempts later I gave up hope. Buckeye has changed a great deal since I first signed up with them. I think that now days Buckeye really relies on the lack of competition in its business practices. (They are the only provider in my area) I understand that times change and business models must change to remain competitive. I also try and remember that for years they have provided a good product. That does not change the disappointment that I have with the direction that they are taking the company, regarding customer assistance. Hope that this helps folks to see how Buckeye is evolving and what one should reasonably expect.

LA

Laura Kretz

I was only with them 7 months. EVERY. SINGLE. BILL I ever received from them was incorrect and laden with extra charges (e.g. had me recorded on the wrong plan, internet overages that never occurred, charging me for a modem that I bought on my own, and not paying the installation service fee which I did). So every month I had to spend 20 minutes on the phone or in person to correct their mistakes. Their employees are incredible ill-trained. They told me when I go to sign up in person that I needed my social security card. When I did this, the front receptionist said that I did not need the social security card. When I decided to stop their service, they told me that I had to be present at my place when they disconnected. After waiting 2 hours, I called them and they said that I did not have to be present. Their employees lie as well. One lied to me three times in a span of one minute. He said that he would correct the overages after I hang up. I said I would wait until he was finished and have the confirmation. Then he said that actually he could not correct the mistakes and had to wait until someone was back in the office. 5 minutes later, he left me a message saying that he corrected the mistakes. So...you didnt need that person then? After I paid my last bill, I thought I was finally done with them. But no. I received a $153 bill! Again, they charged me for not returning the modem (despite that I had their employees write in my record and confirmed with me 3 times that I have purchased my own modem) and a charge for internet overages. How on earth can one person go over 100 GB when I wasnt even using the internet for the whole month? Buckeye CableSystem is desperate for money and it shows. If you must have Buckeye CableSystem, be prepared for incorrect bills and wasting your time correcting their mistakes. I cannot wait for these crooks to be out of business and in debt with their new expensive headquarters currently being built and when Google Fiber rolls into town.

JA

Jackie Luke

Disgusting and discriminatory business practices. I dont even know where to start. I guess what was the most outrageous was them demanding to see my marriage license before they would install internet in my home to make sure I wasnt cohabiting and "living in sin." This was after numerous difficulties with installation where they cancelled appointments, didnt show, and were insanely rude. Dont worry, the customer service reps will assure you it was a "misunderstanding." They also lied and said no install fees, but we owed $50 when the guy came out to install for like 45 minutes and had to use my computer and made me go to the store to by a small cat5 cable to connect the wall jack to the modem. I had facebook up on my computer and my picture was a gay friendly marriage equality picture. The installer was disgustingly rude and homophobic. He called me several names because I happen to support gay rights. As he was leaving, he mentioned I would burn in hell. The next most outrageous thing is that the unlimited internet is not unlimited. Did I lose two decades and go back to 1995?? They put a gigantic red banner up on the screen. It makes your browser open and wont even let you do work (such as PowerPoint) until you agree to pay more because I am at 75% of my monthly bandwidth. We pay 39.99 a month now, going up to 79.99 after the first year. When we called, they said to upgrade to the 99.99 for the first year plan. Still not unlimited, but they said you can actually watch Netflix on that one. Good lord. They are rude, sexist, bible thumping thieves. I will literally pay more for internet to not have to go with their company. Im betting they wont make me get a copy of my marriage license to show them either. If you are a woman, a minority, not married, or god forbid gay, dont go with them. If you want capped internet because you miss the early 1990s, Buckeye is perfect for you.

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