American Wide Broadband

I’ve been exposed to the subpar service of this vendor through dealings with another subpar company. I had no other option if I wanted Internet service. Like most telecom companies, that is their business model: no competition so the customer is chaff. Whittle away government and antitrust laws at your peril, America. Basically, the Internet works when it wants to. I don’t do cable. I prefer to stream and boy have I been reading more books lately. Thanks AWB!

This is a dreadful company. If you have any technical problems after installation you can expect an experience of the following kind: be placed on hold for up to 20 minutes; the ‘technician’ tells you to unplug and then plug in the modem to the power; when that doesn’t work, informs you that you will receive contact within five days; the ‘contact’ calls you during office hours and chastises you for not being home, says he will call you same time one week from now, and then hangs up without any further dialogue.
The download speeds are also very bad, and I have never attained the speeds that were indicated in the service plan. Do not be enticed by their prices: slow and intermittent internet induces disproportionate frustration and it is worth paying more —-significantly more — - in order to avoid it.

Steer clear of this business! We’ve used their service since we first moved into our apt in July. And it was mostly great with the exception of a few hiccups. Firstly, it’s incredibly difficult to get in touch with their tech support. Like almost impossible. Secondly, for some reason they have to be the ones to physically come and set up and name your wifi network even if it goes out and has to be reset.
We chose AWB over other ISPs because of pricing and the alleged ease of cancellation. Starting at the end of February however the service went from passable to unacceptable. The internet went out and has been out minus a few days here and there that service was able to be restored. Every time it goes out it takes like a week to finally get it restored. We’ve had enough now as it’s April and we’re still without the internet access that we’re autobilled for each month. We’re trying to cancel so we’ll update this review if that is awful too.

I’ve had them at two places. The first place the internet was unacceptable, but I complained enough and somehow some dude came into my apartment and like did something to a phone jack and the internet was magically the advertised speed.
They’re kind of hard to get a hold of sometimes, but I haven’t really had billing problems. To an extent, because they are small, it’s easier to hold them accountable than say, Comcast. In my new building they’ve been basically perfect.

This service is horrid all around. The speed was always terrible, but dealing with any outage and their customer service takes it to a whole new level of abominable. My service went out on ½/​16 and the fault was on their end. They advertise themselves as providing ²⁴⁄₇ support yet they will only send technicians out between 9 – 5, M-​F. It’s internet service, when people pay for and expect to be connected ²⁴⁄₇ how is that acceptable? They have a guy that answers the phone and lectures you about how their techs get «time off» just like you do. Really? Thanks for that. It’s 2016. I had to go into my office to do the work I needed to do on the weekend because I couldn’t do it at home. They sent a tech out to confirm the problem was theirs, the tech told the contact I made available for the service appointment that the problem was on their end. A couple of weeks later, after hearing nothing further from them, I reached out to them to find out when the reimbursement was coming due to their outage. Their response states that the tech said the wires outside my unit were «tampered with» by another company who has not been out for a service call since 2014, so the fault was not on their end. So, now they’ve changed their story and are trying to blame another company who I have not called since 2014? This has been wretched and their customer service is despicable. I echo so many of the other complaints posted. I’ve had the whole new credit card situation happen to me too, but they didn’t waive the fee for me!

AWB continues to provide horrible customer service. Like most of us, we pay our online bills with various credit cards. Like most of us, there cards expire at different dates, and like most of us, we get new cards issued when the old ones expired. Like most of us, we can’t keep track of which companies have which cards, so like most of us, we’re used to companies calling us to update credit card information when the on-​file card expires.
With AWB, however, they apparently feel it’s a good idea to threaten their customers in good standing when a card expires. This morning, I received a phone call from them telling me my card on-​file was declined since it had expired. «Oh, OK — that must be the XXXXX card — let me get you updated information». I provided the updated card information, then was told they were going to add a $ 10 «Card refusal fee», or something called something like this. I immediately said «No, you won’t. Expiring cards are a way of life with online billing, and I provided you updated information immediately. You could have emailed me a reminder like everybody else, and I would have never needed a call». The customer dis-​service representative got very surly and rude, telling me this was their policy. I insisted she escalate my case to a higher level, and she put me on hold. A couple minutes later she came back and told me «We will wave this fee for you this time, but the next time this happens, your service will be suspended». My jaw almost hit the top of my desk. «Seriously? You’re going to threaten a customer in good standing, who auto-​pays every month, because you can’t provide me a courtesy email reminder that the card I have on file with you is expiring?»
This is my SECOND run in with these shady «fees» that AWB tries to levy, and you know what? I absolutely have other options, and I absolutely will be switching service providers. The last time, THEY entered my credit card information incorrectly, and the card was declined, and they billed ME a card refusal fee. As with this time, I had to call in and speak with several people before they removed this fee from my account, and they only offered to remove it in the next month’s bill, meaning that had my $ 10 for a month…
I work very hard for my money, and truly don’t appreciate being threatened like this when there is an administrative issue. People’s credit cards EXPIRE all the time. People don’t always keep track of which cards are in use with which companies. All the other companies provide a cordial reminder. Not AWB — they call and threaten to discontinue service if this happens again.

This is absolutely the worst internet service I have ever encountered. I imagine that with all of the money that Mac Properties collects from rent in all of their buildings, they would be able to provide their tenants with a better internet service. Customer service is completely lackluster, and a lot of the time, they don’t even ask what the problem is, they just take your information down and «put you in a queue», only for you to never hear a call from them. What a laughable and inconsiderate company.

Well, the above is what my SpeedTest results are looking like. I get AWB (Or I guess that they’re now calling themselves AM3?) internet bundled into my overpriced rent from Mac Apartments, and I suppose that I shouldn’t have had high hopes for something from Mac. But for months, they were pretty reliable. Lately, though, loading up my Gmail is like using a dial-​in modem, and trying to stream a basic Hulu show involves the screen freezing repeatedly, sometimes literally multiple times a minute. Tonight was so bad that I got fed up and called.
I called for assistance tonight, and the fellow I talked with was friendly enough. I’ll see if I really get a call from a technician in the morning, and if that person can help.

AWB should stand for «America’s WORST Broadband.»
AWB is the only provider in the building I live in, and I pay them $ 210 a month for their highest package and a static IP. Given how much I’m paying, I feel entitled to at least a basic level of competence.
My «static» IP has now changed twice without notice, despite giving them an extra $ 10 a month specifically to ensure my IP doesn’t change. Both times I’ve called in, it has taken over 24 hours to fix this, seemingly because they only have one actual «technician» who is perpetually busy and has to call you back at his convenience. In my experience, AWB’s advertised «²⁴⁄₇ support» is actually a ²⁴⁄₇ answering service combined with a handful of actual 9 – 5 support personnel. I haven’t used another ISP without ²⁴⁄₇ technicians on staff since the 90s.
Speeds are also highly variable and consistently less than advertised. I’ve never gotten higher than 700mbps down/​750mbps up, and speeds often drop to less than 100mbps down despite paying for symmetric 1gbps service. AWB always suggests my equipment is at fault – but I never have any problem getting 900+mbps up/​down with the same equipment on «real» 1gbps fiber.
If you need reliable service or anything vaguely resembling an actual SLA, stay as far away as possible from these clowns. They have no idea how to run an ISP and make Comcast look brilliant in comparison.

If you live in the Roosevelt Collection, I highly recommend going with the other provider which was brought on recently. Night and day, people. I think AT&T might even be an option if you are so inclined. Whatever you do, stay away from this company. I hate leaving negative reviews, but I had to voice my opinion this time around. I do not want anyone else to go through the frustrations due to the poor service provided by American Wide Broadband.
Read the majority of the reviews here and you’ll know why I am rating this company with 1 star (even though it should be a much smaller percentage than the whole star). I have worked with Comcast in the past before and for all of their craptastic bureaucracy, they are angels compared to this lousy company. I work from home the majority of the time and rely on my internet connection to be up and stable most all day. AWB is unreliable, with the extremely bad connections, and even worse customer service. If you are remotely late in paying a bill on time, they will call you in a heartbeat; however, call to report a problem, you get the generic response of recycling the router and/​or your laptop to a ticket escalated to level 2. I cannot tell you how many days throughout my using of their services I have had issues. Either the connection goes completely down or all of your youtube videos end up running at 144p; anything higher gets you a neverending clock. Every single time I have had a ticket opened, the connection restores miraculously overnight (usually) and the ticket gets closed.

Negative number of stars. WORST. Comes free with my apartment, which is probably why it’s the cheapest piece of garbage ever. Shockingly incompetent. I was actually able to set up my internet so it was functional AFTER their «technician» left by Googling how to do it because he was SO USELESS. He literally did not know how to do his job.

This internet service is the worst. It’s always been slow but now it doesn’t even work. I call to report it and they say a technician is working on it and can’t give an update on when it is expected to be back on and won’t let me speak with a supervisor. 24 hours later and several phone calls on my end — they call me and tell me it is back on… and it was 30 glorious minutes of service… but now it isn’t working again. American broadband wireless — get it together, you are about to lose a client …

If I could give negative stars to this company I would. They are the required vendor for my apartment building but have been the absolute worst company to work with possible. Their techs are constantly late and it took me over a week and a half to even get an appointment for them to come out. They were so late to the first one I had to reschedule, and now I am sitting waiting for their late tech again. Needless to say I would not recommend them, nor will I ever be using them ever again. In an age of customer service they are thoroughly behind the times. If you have a choice between providers, choose literally anyone else!

And the saga continues.
I had about 8 months of uninterrupted service and then ⁶⁄₂₉ rolls around and my internet isn’t working when I get home. I call in and opt to «keep your place in the queue and receive a callback from a representative, please press 5.» 30 min later I receive a call from Kansas. This rep was very unprofessional. She didn’t introduce herself and opened the call with «hi, what’s your name?» I had no idea who she was so my initial response is, «who are YOU and why are you calling me?»
Once that’s straightened out and she takes my demographics, she asks, «have you tried to turn off your router?»
Yes, ma’am I have.
Oh. Then I will have to bump your request up to the tier 2 techs who can do more.
You have go to be joking. Ok fine.
Great, here is your ticket number. If the tier 2 techs can’t fix the problem, then a tech will be sent out in 24 – 48 hours to examine the problem on site.
If this is not the ultimate in stall tactics I don’t know what is. Ok, since I have no choice, let’s do that.
*fast forward to 7/​1*
I have been away at work for the last day and a half. I receive a call ⁷⁄₁ AM before I get home from a rep who asks, «Hi is your internet working?»
Well sir shouldn’t YOU, the internet service provider know the answer to that question? I guess I’ll let you know when I get home?
Ok, ma’am, that sounds great. Thank you.
Now I am home and surprise, surprise the internet is not working. 42 minutes of holding and the rep (who is relatively polite and even introduced himself) answers my question, «Yes your ticket is still open.»
That’s good, I wanted to follow up because I received a call earlier from a tech and I wasn’t home to check the status of my internet. Is there a way to flag the request to signal that I’m home and the internet is still out — I would appreciate a call/​service request today.
Well ma’am I will resubmit the request but the techs probably will not call you today because they only work during daytime business hours (Bear in mind I called at 3:30pm and was on hold for nearly 45 minutes.).
Wonderful. I would love to be able to get off work at 4pm every day.
Also ma’am, might I suggest that next time tell them that while you are not home to check the status of your internet, you presume it is still down. Or alternatively ask them to call you back at a later time.
Thank you sir for your kind suggestions. i will wait with bated breath as I’m certain the 24 – 48 hours service turn around clock just got reset when I resubmitted to request because I was too afraid that if i did not, my ticket would just get lost.
⁷⁄₂
Techs come on time. They check over everything. What was the problem? Someone unplugged my line upstairs on the roof. They say it must have been Comcast. Not sure how I feel about the finger pointing but glad it was a simple fix. Finally I have internet again. +1 star because I have internet now.
Final thoughts? Customer service sucks and 72 hours without internet is a long time for a problem that could be fixed by «plugging me back in.» AWB, consider locking up your customers cables so that random folks on the roof don’t unplug things.

In the months since the technician was finally able to repair our Internet, we have been happy with our service overall. Sometimes, it’s a little slow, and it has gone out on us a few times, but it’s been infrequently enough that it hasn’t been too annoying. On the whole, for a free Internet service (through MAC), I really can’t complain.
Hopefully this doesn’t jinx it!

I thought the customer service at the major internet/​media providers was bad, but this is the worst experience I’ve encountered bar none. Our internet went out on Sunday and we rebooted the router/​modem to no avail. We contacted American Wide Broadband that afternoon to see if it was something they could fix over the phone, or if we needed a technician to come over in person.
The customer service rep said they couldn’t help us directly, but that they created a ticket and a technician would contact us within the next 24 – 48 hours. That timing seemed a bit excessive to me, but I assumed due to it being a Sunday and the trend of overestimating wait times it wouldn’t be an issue. On Tuesday we still had not heard back from the company, so we contacted them again. The customer service rep was not friendly on the phone, and wouldn’t provide his full name (other than «Bill) or employee ID number (or something similar). He said a technician would contact us shortly.
We waited another 24 hours with still no word. I called again and received another «a technician will call you soon» and still have yet to receive a response. We’re going on 5 days now without internet, or even any effort of communication from the company. I don’t think we have a serious problem, but this is ridiculous that it takes this long (and counting) to get a response from a company.
Unless something drastic changes, I plan on discussing switching providers at our next condo board meeting.

If I could give them negative stars I would. Absolutely THE WORST internet service provider ever. My internet goes out at least 2x a week, and a guy has to come out and fix my connection every 2 months. Their customer service is atrocious, they tell you to reset, reboot, they’ll try to «fix things from their end», and if not a technician will call. And when you ask them a time frame, any kind at all, they say they can’t answer that. I swear they have some stoners answering from their living rooms as «customer service» reps. They are not helpful, not polite and seriously don’t give 2 cents about your issue. If I could drop this service I would, but I live in a condo that chose them. This is absolutely the worst company I’ve ever dealt with.
*As it turns out, I’m editing my review because what I’m talking about is really their tech call center. I would wait to call their tech support during their business hours so that you will actually reach the people and technicians in their office. (Their technicians once they make it to your home are very helpful.) After office hours however they will route you to some Godawful office in Kansas with phone reps whose main purpose in life is to make you suicidal.

If you want an ISP that provides 1995-​esqe Internet reliability and speed, this is your company.
Over the last 18 months, I’ve had probably 35 – 40 entite days with no Internet, including our most recent 2+ day marathon we’re currently enjoying.
Unfortunately, our building is apparently in bed with this company, but if you have the choice, you’re better getting Internet through a Chinese firewall than this hell hole.

I’m a fan.
I like AWB because there is no contract and the price is good.
Even though the speed is mediocre and sometimes the service is down.

If I could give zero stars I would. Like so many others who’ve written a review, I have very limited Internet options in my building. I pau the highest premium for the most mps and still very rarely get above one when I test the download speed. Today’s adventure had left me so incredibly frustrated that I am finally writing a bad review even though I’ve thought about doing so many times.
I was in the middle of working and the Internet stopped. I called this wonderful company and not only do I not have a solution, but the representative suggested I call back again tomorrow since their service turn around time is almost two days. Again, I work from home, so this is not acceptable. No solution, no Internet, and no happy customer. I can’t wait until my building offers a different provider. What am I paying for? ??