Alaska Communications
reviews and complaints

Alaska Communication is still sending me bills even though I have already terminated my service with them. I officially ended my service on June 21, but on July 2, they sent me an unexpected bill for $80.99. Unfortunately, contacting their customer service is a frustrating experience as I have to wait for over 30 minutes before getting any assistance, and they also do not respond to my emails. As a new homeowner, I am concerned that they might escalate this unjustified charge to a debt collector.

I am currently deployed with the US Air Force in Alaska and have been using Alaska Communications as my internet provider. As my deployment is coming to an end on Sept. 30, I attempted to close my account with them. However, I encountered some issues with their representatives. Unfortunately, four of the representatives I spoke to were quite rude. Two of them outright refused to close my account, while the other two denied my request to speak with a supervisor. Despite providing them with the necessary information such as my email, account number, and phone number associated with the account, none of them were able to locate it. Frustratingly, when I asked to speak with a supervisor, three of them claimed that she was currently on another call. In one instance, I was put on hold for an hour and a half by a representative who eventually hung up on me. I decided not to call back and instead opted to cancel my debit card since they were unwilling to close my account.

In December , we discovered that our phone line was not receiving any calls and there was no dial tone. We attempted to use different phones, but still no dial tone. Additionally, our voicemail was not functioning properly. We reached out to ACS twice, but unfortunately, they did not respond to our service request. After calling them again, they acknowledged our issue and promised to provide tech support. However, it wasn't until late February that tech support finally contacted us. They informed us that our internet connection was fine, but they were unable to assist with the phone line problem. We submitted an online request and also made a verbal request. Surprisingly, in early March, a technician arrived without any prior notice and claimed that the issue was with our phone. However, we knew this was not the case as we had already purchased a new phone and tested it. The voicemail and phone line had been non-functional since December, possibly due to their "upgrade" in October. Frustrated, I called ACS again and endured a wait of over an hour before speaking to a representative. They informed me that this was a widespread problem that had occurred since the system upgrade in October, affecting many other customers as well. Despite all of this, we are still being charged for services that have not been provided. This situation feels like fraud.

I contacted ACS in August to inquire about their internet services and requested a quote. They provided me with a price range of $55 to $64 per month. However, I later received an email from Alaska Communications stating that my internet installation would not be completed until the end of October. On October 25th, a technician arrived and installed the internet. Unfortunately, I experienced slow internet speeds, so the technician had to schedule a service call to fix the line connecting ACS to my outside landline phone box. This issue was resolved by rewiring the connection in early November . Finally, I was able to get my internet up and running in November . I have been a landline customer since before November , and I have been making monthly payments of $55 to $64 through auto pay. I didn't closely review the bills since they were on auto pay, assuming they were for my internet and landline as quoted. I continued with auto pay until April 1, 2022, when I received a bill for internet charging a significantly higher amount. I believe that Alaska Communications made an error in billing me for this amount. To prevent them from withdrawing the large sum, I stopped the auto pay. Currently, I am not even 30 days late on my bill, but I am now in collections and unable to pay. I have been trying to contact ACS repeatedly over the past three weeks, but I have either been put on hold or disconnected. I have been unable to speak with anyone or receive a call back from a supervisor. I firmly believe that ACS is responsible for this billing mistake, not me. I have reached out to the FCC, RCA Regulations, and the Attorney General to report this situation, and now I am seeking your assistance. I kindly request your help in resolving this matter. Thank you for your attention to this issue.