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Review by Calebos 
member for 2 years, 6 visits, last login: 127 days ago
lodged 127 days ago
 Carlsbad,Eddy,NM
 $65 per month about 5 days "Best provider in the area" "Connection reliability issues, rarely get even close to advertised speeds" "If you are in the Carlsbad NM area, you really don't have another choice"
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I have had Baja Broadband for almost two years. When I subscribed it was owned by US Cable. I initially subscribed to Internet (25 up 2.25 down), HD Basic Video, and Phone. Shortly after installation, I noticed the bandwidth advertised did not come close to what I actually receive. I initially requested the 25 mbps up and 2.25 down package but never was able to get a stable connection at the advertised speeds. My average speed was closer to 12 mbps to east coast servers and even lower on the west coast. Strangely enough the speed to the local connection in Carlsbad was even worse (7 - 8mpbs). I contacted tech support and went through the usual, restart modem, restart router, direct connection to modem, trace route info.. I was eventually sent to tier two support. I finally got someone who knew his stuff and he agreed that I was not getting what I was paying for and the solution was to bump me up to the next tier (50mbps up and 5mbps down) at the cost of the original request. This solved the issue and I reliably received around 25mbps down. Ping time was always good, around 45 - 65 MS. Since I am a WOW player, this is the most important issue to me.
A year ago, US Cable was purchased by Baja Broadband. When the transition happened, they lost the tech support bump from 25 to 50 and then dropped me to 12mbps down 1 mbps up with no notification or decrease in price. I noticed this right away and contacted the ISP. The agent I spoke with stated that I had never been on the 25 mbps plan and that I was only subscribed to the 12 plan the whole time. I gave her the name of the tech support agent I spoke with, dates and times of our conversations along with other information (including a copy of the original purchase agreement stating I was to recieve 25 mbps down and 2.25 up). However, she said that during the transition a majority of the information that US Cable had was lost and that most, if not all tech support documentation was gone forever. I went around and around with this very nice and patient lady until she noticed a flag on my account that gave me the 25 mbps plan for the same price as current baja customers 12 plan cost. She upgraded my account and everything seemed fine.
However; all was not well. I noticed that even SD movies streamed over Netflix would buffer several times during playback and songs from iTunes would take several minutes to download. I would run speed tests and the result would be approximately 15 - 18 MBPS down and 2.20 up. I realize that I cannot receive the full advertised speed 100 % of the time so I figured that 15 - 18 was good enough.
Then, I received a notice that the price for my video service was going to go up, again, and this time it would take me over the $100.00 limit. This was enough for me. There is only one person in the house who actually uses the video service and I convinced them to allow me to drop the video portion as long as I purchased season passes on iTunes for the three shows she currently watches on cable. I did this and gleefully went to the local office with the equipment to cancel my video service.
Since then, my connection hangs on even the smallest of downloads. Movies that once streamed on HD are now buffering 10 to 20 times in SD. I tried to download a movie from iTunes and was told it would take approximately three days. At this point I figured I was being throttled, but I was confused because there was no way i met the 350 GB per month cap. I contacted Tech Support and met another lovely agent who was more than willing to help me out. She said that I was nowhere near my cap and that everything seemed normal on their end. But my DL speeds are at 2 - 5 mpbs consistently unless it is after 12 PM. They sent a tech out to examine the situation but when he is here my speeds are consistently 25 mbps. I gave him a log of my DL speeds which show 5 days of testing and that my average speed is lower than what he saw. He replaced my modem and extended the coaxial cable to come closer to my router. Additionally he checked all the connections on my roof and changed out all the old connection ends with new ones. He genuinely seemed to care about my dumb techie problem. I would like to note, that every single person I have encountered at Baja has been more than willing to help me in any way they can, with the exception of the first agent who didn't see the flag.
I have another appointment with tech support to see if there is anything wrong with my end of the connection on Wednesday. I will update as soon as I can.
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 Review by nakedland
member for 11 years, 1915 visits, last login: 131 days ago
lodged 152 days ago
- Saint George,Washington,UT
- $75 per month
- "Not much good to report"
- "Inconsistent speeds, poor customer service and poor tech support"
- "Stuck with them due to area we live"
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Only cable internet we have here. There is DSL and I might check them out soon if this doesn't improve. Inconsistent speeds, call for customer service and they ask "are you using too much wireless, that can slow your speeds". Hard wire speed tests would average 10 and we were paying for 15 and wireless tests would average around 5 or 6. Tech came out and changed modems and that helped some. Couple weeks later we notice on our bill that we have a new charge. Call them and they informed us the tech "upgraded" us to 30 speed tier. I asked why and was informed "he might have thought it would work better for you".
Asked why he did this without asking us and she said their tech's are trained to "do what is best for their customers". WOW!!!!!!!!!!!!!!!!!!
She switch us back to 15 tier and when I asked for refund of the extra charges, "Oh, I guess we could do that".
Baja Broadband is a very poorly run company. Their employees need to be better trained.
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 Review by cyrus369
member for 10.6 years, 2552 visits, last login: 224 days ago
updated 320 days ago
- usa
- $71 per month
- "Faster speeds than Century Link"
- "30%+ packet loss, Tech support cannot help, can't seem to schedule a tech to come out"
- "Great speedy service until these last few weeks"
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Originally I was a US Cable Subscriber and everything was great, much better customer service and the internet was solid. Now Baja Broadband comes in and changes everything. Which was great at first and I immediately changed to the new 30Mb tier. However, in the past few weeks my internet has been terribly inconsistent(packet loss, slow loads, pages load halfway, page not found errors). I have gone through tech support twice, no one is able to "see" anything wrong with my modem, when I ask for a technician to come out they can never seem to be able to schedule one and say they will call me back or they will email the field team and someone will call me. Neither of which have happened. I used to be able to walk into my local office and swap my modem with US Cable, no such luck anymore. I asked about purchasing my own modem(as I have gone through 3, this will be my 4th in a year) and was told there are too few approved 3.0 modems and it would not make a difference. When I asked for a list she refused and told me a tech had to come out, but she could not schedule one and she would call me back. I may just go back to Century Link, even though its only 1.5Mb at least it works!
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Review by bmoody71
member for 1.2 years, 0 visits, last login: 1.2 years ago
lodged 1.2 years ago
- Saint George,Washington,UT
- Contract price not specified.
- "worst cable company ever"
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I chose to cancel my cable with Baja about a year ago. I went with Directv instead. They failed to cancel my service and I was billed $300 and sent to collections. I explained to them many times what had happened but the extremely rude and unhelpful staff ignored my request. And like an idiot I stayed using there internet. I recently moved to a different area and canceled my service. I continually was billed and just received a bill from a collection agency for $328.00. That was just for internet. I never was notified by baja for the final payment. They just sent me to collections. They also charged me for the modem that I turned in. My bill was constantly changing when I was with them. They are unethical and unproffesional. I have never written a review on a company but please do not use this company.
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Review by (hidden by request)
(review was emailed from domain bajabb.com)
lodged 2 years ago
- Saint George,Washington,UT
- $148 per month
- (24 month contract)
- "Excellent 24/7 tech support"
- "75% rate increase without notification"
- "Baja cable, ISP, and Phone service package not competitive with competition"
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I signed up for Baja Broadband 18 months ago on a two year contract.
Now, 6 months before that contract ends,
they raise my triple play rate (broadband, phone, and cable TV) from
$88 per month to $148 per month. They
offered no written or email notification. The 75% rate increase came
right out of the blue. The local sales office
refuses to lower my rate. I'm filing a complaint to the FCC and
local Better Business Bureau. Do not initiate
service with Baja Broadband. They do not honor their contracts.
They do not give proper notification of rate
changes.
Ron Smith, St. George, UT
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Review by QHack
member for 2.2 years, 5 visits, last login: 2.2 years ago
lodged 2.2 years ago
- Alamogordo,Otero,NM
- Contract price not specified.
- "Was acceptable."
- "Horible speeds currently"
- "It is my only choice where I live."
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BajaBroadband recently decided to offer an upgrade from 6M to 10M. Under the 6M package I was averaging 2.7M down. This was good enough that youtube would buffer only about 10% of the time. Now that I have upgraded to 10M I have yet to see download speeds greater than 750K and youtube has to buffer 100% of the time. This horrible 'upgrade' is costing me an extra $8 per month. Attempting to contact Baja via phone dumps me to the answering machine with a message that they will get back to me. There is absolutely no response yet via email. But then it has only been one week. When I first had Baja install my service it took them over two weeks to get it right.
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Review by Arbedii
member for 2.2 years, 0 visits, last login: 2.2 years ago
updated 2.2 years ago
- Colorado Springs,El Paso,CO
- $33 per month
- "Not too expensive (if I got the specs I was paying for)"
- "Several weeks of bad net, and no resolution in sight"
- "I'm probabbly swapping ISPs"
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Ok, well I am located at Ft Carson Co and I've been hounding tech support for the last three days (I finally made it to tier two support, after 3 hours of hold time)... Anyway, the issue they are having at Ft Carson (and the Colorado Springs area) is their attempt at expansion. They recently (3 weeks ago) installed two new lines, to try to spread bandwidth more evenly to customers (as it's a cable connection). Well, they screwed up somewhere and two of the new lines are not working, and the old lines have already been disconnected.
So in plain english, they counted their eggs before they hatched, and disabled a properly working stream of cable lines for something they didn't properly test, and as a result about 500,000 customers are running at horrible speeds. They claim to have been working on the issue for a while, with no results in sight.
Current speed paid for, 8mbps down 1mbt up.
Average speed attained before issue 2mbps down .5mbps up
Current speed attained, .72mbps down .45mbps up, running about 30% packet loss, and a general ping between 250 and 500 ms.
If you're anywhere they offer service, don't go with them. I'm going to drop them shortly.
I'm actually kind of surprised I was able to get on this site to post a comment, my wife can't even sign into Facebook.
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Review by breade98
member for 12.5 years, 524 visits, last login: 82 days ago
updated 2.8 years ago
- Alamogordo,Otero,NM
- Contract price not specified.
- "The speed is really good."
- "Some outages."
- "Very good product."
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I was unable to get Qwest DSL as I live in a rural area to far from the sub-station. Since Baja Broadband took over Charter the service level is up. I have the premier speed package 10000/1000 and it costs $45.00 a month. Because I haveTV and phone service they rent me an Arris modem at $1.50 per month. The switch from Charter was fairly seamless. The service resposne time is really great Outages are usualy less than 2 hours. I think that they are the best. In March they raised the modem rental to $3.25 a month. So I bought the exact same modem and was told that their modems were special and I could not use the one I purchased. BULL!!
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 Review by HolmanGT
member for 11.5 years, 3062 visits, last login: 24 days ago
updated 4.8 years ago
- Saint George,Washington,UT
- $40 per month
- "Good solid access speeds 10mbits/1mbits. Good 24/7 Support."
- "None"
- "I would recommend to a friend (not that their is any choice in the area)."
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Nice ISP. They just within the year bought out Charter Cable which was my ISP
Speed package: Honest 10mbps down, 1mbps up. Price ~ $40 dollars.
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Review by loonee2n
member for 6.2 years, 95 visits, last login: 1.4 years ago
lodged 4.8 years ago
- Alamogordo,Otero,NM
- $53 per month
- about 5 days
- "Solid and Reliable Speeds"
- "None worth mentioning so far"
- "I'm happy."
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Just moved into the area a couple months ago and went with Baja because I already had a cable modem. Installer came to the house and did a great job, but the new tech employee had troubles getting my modem to connect. Installer called more experienced tech and it was up and running in a couple minutes with the 10mb down / 1mb up.
Had an argument with billing because they quoted me $43/mo before I signed up and didn't mention or told me there was no $10 fee for internet only. Can't argue too much considering I was paying Mediacom $63/mo for 8mb down / 512k up. Got my first bill, which was their second bill, so there was a late fee on it. Called billing and the lady not only took off the fee, but gave me the $20/mo for 3 months deal that they were running, so that was bonus.
Bottom line, minus a couple billing quirks, I'm completely satisfied. I'm getting peak speed, it's almost never down, and my internet phone works. I didn't check Qwest, but 7mb down for $47 in area. I don't mind $6/mo more for an extra 3mb.
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