Alaska Communications Systems

I have used ACS for almost 5 years, plus in the past growing up and such with family. They are not the company they used to be. The service in my area for internet is terrible. The Customer is the worst I ever dealt with. You will be on hold for at least 30 min, no question. Recently, about 2 months ago, a fence company for my neighbor cut our internet line. ACS never located it for the dig company. Since then it has been a back and forth of them blaming the fence company and the fence company blaming them, all the while, they have still been charging me for internet I have not had since about June 16th. They claim they do not dig up lines, and so unless I pay to have the line dug up, they won't restore service, and yet have billed me for internet the last 2 months. I've just closed my account with them, and want the bill for the time I didn't have service squashed, but now they seem to never be picking up the phone, nor does a supervisor ever call me back. I have spent literal HOURS, at least a dozen all together, over the last month trying to fix this. The fence company will be getting reviewed too. but for ACS to treat people this way is ridiculous. I will now have to go with a different service, which is going to cost me more money monthly, which hurts since the economy is so bad and I rely on internet for work often. Anyway, ACS has lost any and all confidence from me. If you use them, just know, if something happens, they have zero loyalty to their customers, so they deserve zero loyalty from you.

If you are considering (or, more likely, limited) to using ACS for broadband internet, you need to contact them immediately. I submitted an online request (which I don't recommend, as there was no method to indicate that you want to take advantage of whatever discount they might be offering, nor was their any confirmation that my request had been received). After no contact for four days, I called them and was politely told that it had been less than a week and that they would contact me soon. However, I was able to request the discounted price that had been unavailable on the website (though the ACS rep was a little hurried in his explanations and I couldn't seem to get answers that I could understand). Thirteen days after my initial request, I still had no contact from ACS. I called and was told they might get to it in a few days. On the 16th day after my initial request, I received a voice-mail: it essentially said that they had some questions about my service installation and that if I didn't call them back in 24 hours then they would cancel my request. I called them and gave them the information they required (though I'm not sure why they couldn't have asked on any of my other calls) and they said that someone would call soon to schedule installation. I did receive a call the following day and was told that the first available appointment was six days later. Sure enough, the installer arrived six days later (a full 23 days after my initial request) to install the equipment. For some reason, he wasn't able to install it in the room we requested (though, he was able to install it in the next room over). The best thing I can say about the service is that it appears to be what I paid for...it's providing the download speed that was advertised.

My husband had dropped his phone and it wasn't working, so we had to go and get a different phone and used the insurance. I was charged $50 deductible on the insurance. His phone model was no longer available so they replaced it with a comparable model which he likes better than the original phone. I have had the insurance for 2 and half years. I didn’t like the fact that I pay insurance every month and they still charged us $50 deductible, though we never made a claim. I just wasn’t happy with their process and I was told that it’s a separate contract with a separate contractor and there wasn’t anything that they could do about it. I still have a contract with them and I would use the company again in the future.