Virginia Broadband (VABB) is a high speed internet provider in Culpeper, VA. Culpeper is a rural area and we have limited options for high speed. We found VABB in 2005 and immediately signed up as they offered something better than dial-up, which was our only option.
Right from the beginning we had issues. First their installers were not prepared or qualified to do a roof install. Our antenna had to be installed on a mast to get high enough to receive a signal. VABB could not do the install, so I did it myself. We were still required to pay them the install fee.
The service was up and down over the next few years.in 2007 they had equipment that was hit by lighting. This was not their fault obviously but for the next 8 months we had to deal with horrible service because they refused to replace the damaged equipment. Finally they did and guess what, the service returned to what it should be.
In 2008 I lost my job due to the economy and became a computer consultant. Since I needed a more bandwidth I upgraded to VABB's high end service. At first we were still getting response times that did not equal the service we were paying for only to find out that they upgraded us on the billing side, but not on the equipment side. This issue was resolved and things went along ok. We still had occasional problems, but nothing serious. What was interesting is that when we did have problems, VABB didn't even seem to know their system was down. We were the ones letting them know of an issue.
In January our service went to hell. For a week or so they insisted there was nothing wrong and that it was our equipment. They had us replace the radio which did nothing. Then they said that someone in the area must have gotten a new toy for Christmas and that it was interfering with the signal. This went on for another week. Then a technician came out to our house to look at the problem. He attached a laptop to our router and ran some software that showed him the signal. First he told us we were not receiving the service we were paying for. He made some changes and said, There you go it is fixed. He left. Well it wasn't fixed and for another week we dealt with dial-up speeds. We also never got an answer as to how long we were not getting what we paid for.
I sent Warren Manual, who is the CEO an email requesting a partial refund for the month of January. Not a lot to ask considering we had basically dial-up service for that month. He never responded. Since VABB is a member of the Better Business Bureau I contacted them and reported the issue. Within a week I had a response that VABB would be refunding the $66 I requested. The refund never came.in April I contacted the BBB and asked them to follow-up. According to VABB they never got the correspondence from the BBB indicating that the dispute was settled. The BBB sent a copy of the agreement to VABB via certified mail. VABB never did respond.in May I once again asked the BBB to follow-up. This time VABB says they did not get the certified mail and blamed the post office. Finally I received the refund.
Five days later I received a certified letter from Warren Manuel indicating that my service was being terminated because it was obvious that VABB could not meet my high speed internet requirements. This was purely and act of vengeance on his part. They have issues with their service and then terminate the customer because they complain. I equate him to the little boy on the playground who doesn't get his way so he takes his ball and goes home.
I contacted the Chairman of the Board, Hunter Chapman who I know through the local Soap Box Derby. From my dealings with Hunter at the Derby I thought I would be able to get him to get this issue resolved. He seemed like a stand up guy. First he said he didn't know me. Maybe he couldn't put a name to a face but considering he had helped me build my sons car for the last two years, I am pretty sure he does. Anyway his response was appalling. He went so far as to admit I was probably right with my actions and my frustration of the service but he was supporting the decision. He said he knew it was going to be a public relations nightmare but didn't care. I explained that without the service I could not conduct business and that it was putting my family in jeopardy. He said he didn't care. He went on to say that that VABB was not regulated by anyone so there was nothing I could do about it.
Bottom line is VABB is in an area were there are no other options for high speed internet. While there is dial-up and satellite, those are not options for folks like me that require secure VPN connections and a static IP address. VABB knows this and therefore is able to basically do what they want. They don't care if their service is poor or goes down. I have many friends that use VABB and they all have the same complaints about service and customer support. Some of them have gone to satellite but the fact is that is not an option for most of us. With VABB it's always someone else's issue or problem, they never own up to anything.
At some point other options for high speed will come to our area and when they do VABB will be done.
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