Mid-Hudson Fiber — Local services in Town of Catskill

Where do you start?Was forced to “upgrade” to the new fiber. You know how I found out I had to upgrade? They shut my internet off. When I called to find out what happened they told me they did that on purpose so I would call in to set up a fiber conversion appointment. Said we hadn’t responded to mailings or door hangings regarding this conversion. Total BS. Never got any communication regarding it, nor did my mother who lives down the street. I still can’t believe they did that. What if I worked from home and was on a Zoom call or something? Unreal.

Please take me back to coaxial. Terrible installation experience. Extra holes in my walls, fiber cable still laying unburied two weeks after installation. Couldn’t get the internet to work using the techs on the phone. Basically had to reset and reprogram my router myself as they have ZERO answers to any problems they encounter during the changeover. And they are snarky and dismissive about any issues you present to them. Totally customer unfriendly and very poorly trained. Even some department head named Mike was a jerk on the phone.Constant buffering and disconnects with is so-called upgrade.

Their godawful app is painful to use. No easy search functions, last channel button, nothing. Can’t say anything good about it. Who designed this thing? Oh- and it doesn’t work on many major TV brands. Just get a firestick they tell you . First clue should have been the fifth grade artwork adorning it all. Really just underscores how this company is a so overmatched in this technology sector. Feels like little kids playing a big kids game.

The honest truth is the majority of people who have Mid Hudson cable have it because there are almost no other options. Hopefully someday that will change. Trust me when I tell you the complaints are only starting to come in. As they change over to fiber you will hear more and more complaints. Everyone who has an elderly parent using the old cable will now have to try to show them how to use a streaming app. Will be fun. Pray we get other options one day and this company goes away. ANYTHING will be better. Good luck people….

Update as of 9/24/24 freezes constantly, buffering all the time. Thought this was supposed to stop that? NEVER had it with coaxial! Update 10/1/24. Still problems and freezing and buffering happening on multiple channels. They said it was channel 13’s issue with transmission. Really? Can watch 13 on You Tube tv with no issues at all. They said it only happens on the “ lower” channels, 6, 10, 13. Really? Couldn’t watch the Mets game on 45 two days ago. Constant freezing, buffering. They were “ unaware” it was happening on channel 45. I am convinced they are “ unaware” of a...

Extremely disappointed with the conduct and program. Last year I was told from a rep that they had a special program for season services pay for 3 month get the 4mo free. If you pay for service in advance I thought perfect!! In mid September my service were shut off. I figured my contract was up no biggy. I can deal with no tv for a week. I call yesterday a rep told me I have a balance. I was like how everything was paid for. I still do not understand. I spoke to Veron the supervisor. He started off rude!! Saying it was a long time ago. The rep is retired so he can’t go back to ask her. ?? Not my problem!! He claims I had to call to have services shut off. I said the were in September he claims I still have to pay for the service it’s not my problem I did not get them but they were provided. No they were not!!!! After arguing and repeated being put on hold for lengthy periods. He came back saying he will take some money off. I say fine. I do not want a credit report against me so he told me I had to pay $102. To clear it up. I said fine. He said services will continue at an increased rate now at $230. A month for basic. That is what they can offer. After thinking about it that is crazy for watching tv Saturdays and Sundays in the summer months. So I decided not to have services. I called today asking for an email stating my services/account is paid and closed. I have called 3 times and have yet to receive this email to current. I can’t trust what they say at this point as the suckered more money then what I was told I needed to pay last year. Not once did I get a bill at my normal address, nor an email of the balance they are currently charging me. I am so very annoyed. At this point TV is not that important!!! I will find services with a different provider who honor their customers and not be rude, and take additional money after being told from their rep a different thing!!!! I DO NOT RECOMMEND THEM!!! At least get things in an email cause they change their tune as...

Great service if you have a technical issue, but ABSOLUTELY the WORST customer service and salespeople I have ever dealt with. Consistently rude and snotty (I have been dealing with them for 9 years on more than one property), pricing quotes vary from person to person, completely bogus justification for random price increases. Unfortunately they are the only game in town for some in the area. Watch for GTel, Spectrum, and Verizon to provide competitive services in the coming two years, and Mid-Hudson will either change or lose.

Follow up: I spoke with Leah, and have NEVER been treated so rudely. Mid-Hudson insists that they do not have to offer consistent or advertised rates to anyone, and that they do not have to disclose reasons or their rules. Let the buyer beware - this is a company that treats customers poorly while baiting potential new customers with rates they often choose not to honor.

Follow up Feb 2025: Incredibly rude customer service. Constantly interrupted, told over and over that they have no ability to change or test their email billing system, and if I don't receive their bills it's my problem and they don't have any way to diagnose or fix it. Beware, they charge you extra for paper bills, and even if they have your correct email account they cannot necessarily send you an electronic bill. With Mid Hudson, it's always the customer's fault.

I want to be clear, their internet service is outstanding, and their technical support team is great. It is only the customer service team that has miserable phone skills and denies help to anyone. Sales is bait & switch - once you're signed up, they will raise your rates dramatically and claim they were only for the "promotional period" only. You will never be able to access the advertised rates again. If only the legislature would change the regulatory rules we could have some competition in...