NPG Cable provides Cheetah internet, cable television, and phone services to the state of Arizona, but rumor has it that NPG doesn’t include customer satisfaction in its packages. Customer reviews of NPG dating back to at least 2006 affirm the company’s apparent lack of proper customer service skills and poor services--especially when dealing with NPG’s internet and phone packages. As one disgruntled customer insists in regard to the internet service, “they need to change their name, from ‘Cheetah’ to ‘Hippo.”
A current customer out of Kingman, who asked to remain anonymous, shared her most recent experience with the cable company.
“I need my internet provider to be reliable since I run my online business from my home. Six days ago my internet went off completely and remained so till today! After contacting NPG’s technical support system numerous times, I was indirectly called a liar and told I was causing the outage issue after they were unable to find a cause to my problem,” she said. “The vast majority of NPG workers I dealt with were rude and maintained a nonchalant attitude about the entire situation—no one seemed concerned with the issue of customer satisfaction. Six days worth of lost income, over 20 phone calls, and 2 technicians later, my internet service remains inconsistent. Needless to say, I’ll be switching providers shortly.”
Unfortunately, circumstances like hers aren’t uncommon. In 2006, a customer identified as “Mr. Network” lamented the horrors of NPG’s “service.”
“I'm in Flagstaff, AZ, a city of around 65,000. My cable internet service is NPG Cable, and their max speed is 1 mbps. When I ask them about increasing speeds, they say they are looking at it, but in the next breath they're whining about the cost of bandwidth,” he complained. “Meanwhile a couple of much smaller nearby communities on CableOne have 4 to 5 mbps, and it seems like bandwidth would be as expensive or more than it is here. For $40/month I should be getting more for my money. I'm sure NPG is just too cheap to spend a few bucks. NPG really stinks. They have more than the typical cable company arrogance.”
In some cases, NPG’s inability to maintain a consistent connection has even endangered the lives of their customers.
“You want to hear something crazy? I have had phone service with NPG for about 3 months. I have had nothing but problems with the phone service with 5 service calls made to this number. Customer service told me to hold off on payment until they correct the problems,” said one Arizona customer. “Well yesterday morning they finally fixed all the problems (we'll see) and I also hooked up internet service through them after all said and done. Then late last night I had a seizure, go to use the phone and they shut off my phone. No neighbors were home, no working phone. I was stuck.”
The customer went on to express her discontent in a manner that can’t be printed here.
While not every NPG customer has had these types of experiences, it’s quite obvious to many that the cable company doesn’t consider customer satisfaction and safety a high priority.
To learn more about NPG cable Incorporated visit www.npgcable.net. To view further reviews of the cable company visit DSLReports.com. You can find other cable service providers in Flagstaff at:
Comments
bullhead city az. npg cable internet keeps losing conectivety
Hello Barry,
I know a number of people in Kingman are having issues with NPG's connectivity as well.
In tha arizona area, this npg service is below Abysmal! We have the 10 meg cheeta priority service and it will average only 1 to 2 megs during prime use hrs, and gets even slower at nite when the tv users start turning on their Hd sets. the Only times it will pull near rated speeds is after midnite.This is clearly an example of not enough bandwidth ,while the company is yet selling more subscriptions. the bandwidth is being oversold and an upgrade is severely needed.Any calls to tech support yeilds Zero help,most of the time they wont admit a problem and try to make customer feel its all in their heads or thats its ur equipment that is at fault.If u Can talk tech with a higher level tech they will be honest and say that their system is antiquated in some areas, using microwaves ,NOT fiberoptic to send broadband.Im in such an area.When asked if fiberoptic is coming u will get that YES it is but we can say when.so we are paying for premium prices for 10 megs that is utterly crippled and can barely pull 1 or 2 megs in actuality.One of their tricks when u call to complain is that they will have u run a speed test thru Thrier server and to a location in Same town as their headend is located, therefore the customer will see a high speed that is meaninless in reallife since using a server Anywhere else still shows terrible speeds and latency..VERY displeased and cannot recommend till they get their act together.we have few alternatives in our area and hoped this hillbilly company wo
Re: Anonymous. You could change the name from NPG to Qwest and the results would be even worse! In Flagstaff, our 3 meg broadband works at about 56k from 6:30 PM to midnight. They pull the same tricks, blaming the customer and using a phony test. When I monitor it at my PC, the service is more drop-outs run longer than the signal.
A friend of mine who works for a local electronic firm busted them on this. He ran Cat 6 cable from the junction to his PC, plainly visible around the house perimeter and then called them for service. Qwest made the same bogus claims about the connection until he showed them what he had done. Then, the problem magically turned into a wiring problem in their switch box. His service picked up some, but not much and was probably at the expense of some other chump. Three miles from the DSL source just can't be fixed.
Despite Alyssa's anecdotes above (which don't really tell you anything about how NPG does overall, nor in comparison to anyone else), I'm thinking of trying NPG, if I can do it with some temporary arrangement. It could be worse than Qwest for telephone service, but would really have to work to be worse than Qwest for 'broadband' speed, which is equivalent to dial-up when I want to use it. And like you, I have no other economic alternatives.
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