Report: #1334888

Complaint Review: Broadstar - Nationwide

  • Submitted:
  • Updated:
  • Reported By: Gregg — Gainesville Florida USA
  • Broadstar Nationwide USA
  • Phone: 352-988-2444
  • Web:
  • Category: Cable TV

Broadstar 500+ days and counting with interrupton in service! Gainesville, Florida, West Palm Beach, Florida Nationwide

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I am writing you to make you aware of my level of frustration and total lack of professionalism demonstrated by Broadstar.  Since March of 2015 I have had issues with this company.  Broadstar is unable to provide the level of service that a paying customer should come to expect from a cable/internet provider.  Since March of 2015, I have not had one single day where my cable or internet has not gone out, the picture pixels and freezes or goes out altogether.  This is more than 500 days straight.

I have had numerous discussions by email with Broadstar customer service, Pascal who is no longer employed with Broadstar, Account Manager Karen and as of the past few weeks a person named Linda.  None of these people have been able to get my issue resolved, they have made numerous promises to get this resolved and fail to do so.  I have more than 50 communications with Broadstar by phone, email and in person.  To date my problem still exists and no one will address this issue.  I pay my bill on time and yet I cannot get the product I am paying over $100 for on a monthly basis
On October 10, 2016, I was to have Mike the technician come to my home to address the 4 emails I sent over the weekend of October 8 and 9, 2016.  The same day I spoke to Linda and advised her of my issues with her Account Manager Djewell and how he handled the disconnection of my service during Hurricane Matthew.  During my call with Linda she assured me Mike would be at my unit that day and would do whatever it took to get this matter resolved.  She further advised that she would call him when her and I completed our conversation to speak to Mike regarding this issue.  Prior to hanging up Linda assured me she would call me back the following day to let me know what was found and to speak to me about getting the issue resolved.  Upon arriving at home I met Mike in the parking lot in front of my home.  He stated to me that he has an appointment at my home regarding the service issues.  Mike advised there was no use in having him do anything because the problem is with the cable box that delivers the cable.  Mike stated the box has an issue and Broadstar is aware of this issue and there is no fix to make it work correctly at this time.  I asked Mike if that meant my cable would continue to be interrupted and pixel as it has done for more than a year and he advised he would.  Mike went on to say that this is a known issue and is not something new.  Mike has been to my home numerous times (more than five)and each time I have had to take off work and use my vacation time to meet him.  During my call with Linda I advised her that I put in a ticket with Broadstar to pick up unused equipment as well as continued service issues with my cable on June 29, 2016.  The email is attached below:
noreply@broadstar.com via p3nlhg744.shr.prod.phx3.secureserver.net 
Jun 29

to me

Contact Type: customer 
 Nature of Request: other
 Message: I continue to have issues with my cable.  I have numerous interruptions in my service on a continuous basis and it has happened at least 5 times today alone.  This has been going on for over a year now.  I have an ongoing problem with no internet connection also.  I have had Mike at my home numerous times and its still not fixed.  I was then told when the satellites were moved to the Gables it would take care of this issue.  It is still happening.  I also need to turn in a box at this time since I can not use it most of the time anyway.  I am not happy at all.  I have had past conversations with Pasqaul not sure if I spelled it correctly who I understand does not work with you any longer.  I have a file over 2 inches thick of correspondence regarding this issue and would like it fixed or I will be forced to cancel my service due to your inability to provide service as required in our contract.  I would appreciate being contacted.

This email has not been answered and the equipment I requested to be picked up is still sitting in my home.  On October 10, 2016, I advised Linda of this issue and she said she would put in a ticket to get this matter resolved.  As of the time of my email that has yet to be done as promised.  At the time of my email I have not heard back from Linda as she promised.  I have given her 9 days to make contact with me and she has failed to do so.  Today, October 19, 2016, I called Linda at 4:22pm.  I was on hold for more than 10 minutes the first time.  The phone was then picked up and a lady and she said “Customer Service, please hold and placed the phone on hold for another 7 minutes without allowing me to say a word.  She then picked up the phone again and without saying anything placed me back on hold again for another 5 minutes.  When I finally was able to get through I was advised Linda was not available.  I then pressed the young lady about my issues and she said let me see if I can find her.  I was placed on hold again.  She came back and stated she was in a meeting with the CO. (not sure what that means.)  The young lady told me I could call back as she would be at the office until 7pm.  I advised her I was not calling back and getting stuck on hold for another 20 minutes.  I asked to speak to another manager and I was told no one else is in they are all gone for the day.  The interesting part is it was not even 5pm yet.  I requested to leave a message for Linda.  I left a message on Linda’s voicemail requesting a return call today.  Linda did not call me back as I requested and still has addressed my issue with the poor service Broadstar is providing. 
I have in good faith upheld my end of this contract however, Broadstar continues to fall short of the requirements of the same contract that they signed to uphold.  Broadstar continues to fall short of being able to deliver cable and internet services as contracted to do so.  This issue must be addressed and if Broadstar is unable to uphold their contract then they should step away and allow another company to provide the service who is able to on a consistent basis.  Broadstar has demonstrated on a consistent basis they do not have the ability to provide internet and cable services on a religious basis without interruption on an ongoing basis. 
I would greatly appreciate if you would get involved with this situation.  I am prepared to take every action available to me in order to make this wrong right. 

This report was posted on Ripoff Report on 10/24/2016 07:09 PM and is a permanent record located here: https://www.ripoffreport.com/reports/broadstar/nationwide/broadstar-500-days-and-counting-with-interrupton-in-service-gainesville-florida-west-1334888. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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