Best customer service I have ever dealt with for a home ISP. I always get within 10 Mbps of my full Gigabit service and the last time I called support they helped me in less than 5 minutes and despite getting highly technical, the person on the phone knew exactly what I was talking about when I said CGNAT. Thank you for letting me say no to Spectrum. read more

This company has issues. They call you up to sell their internet product but don't follow through on it. A few months ago I got a call from their sales department telling me that Empire Access would be in my area and active to use. But once it wasn't happening the sales department decided NOT to contact with any reason to why it was not happening. Then contacted thier sales department just to get told that it had been delayed. Told this many of times from them. read more

On my 6th call for service. My internet goes on/ off several times each day. The service department is not great- my first at home visit was a no show because the provider put in the wrong date for service. The troubleshooting phone calls are not helpful.. they just result that someone has to come out and a second visit required ( not helpful when you are not living there full time). Today's call was querulous- the provider was barely able to speak in complete sentences and stammering that he could not provide me any answers. Now I'll wait for another day to talk to the service tech... I would hate it but Spectrum looks like the better option for this locale. read more

I week later & the site still won't load. I did speak with an empire team member who said it was a priority I guess we don't agree on how priorities are addressed. read more

Hard to answer because on one hand your internet is great but on the other hand your tv lineup sucks really really bad. Rerun after rerun with a limited selections. What I am saying is some channels if not all you can made a list of what is on and see the same thing the following month except for like Halloween specials. Harry Potter shows must be on 15-20 times a year. You never bring in a new channel like news max because it looks like you don't really care about the customer once you get them hooked up. Do you just pick the cheapest channels so you can save a ton of money? Maybe retired people don't count because they are a dime a dozen. Please change you tv schedule at least a little bit to look like you really care. My name is Jeffrey H. Elmira, NY. read more

We ended up switching over from Spectrum to Empire. I was a little skeptical at first but after talking to a few neighbors that had already switched and having nothing but positive things to say we made the move. With both my wife and I working from home and needing a strong connection for secured VPN connections. We had nothing but problems with Spectrum and always losing our signal at least 3 to 5 times a week and constantly having to reset the equipment. We have had no issues since coming over and couldn't be happier with the service. The prices are also great, especially when comparing it to Spectrum. read more

I have had Empire Access since they came to my area in Town of Hector, NY somewhere around 2018. There have been only a few noticeable service interruptions with them, speed has always been consistent, any issues that I have called about have been handled in a timely fashion. When I had them come to do the initial install of my internet service, as well as when they recently came to install both internet and TV service at my new place down the road, they arrived at the appointed time and did the work as quickly and efficiently as possible. They made sure to use booties or take off their boots to make sure the new carpet stayed clean. Price for the internet service has not changed since I got it, and the service has only gotten better, with better speeds and symmetrical internet becoming standard for the same price. This has been amazing service, especially since the DSL service I had from another company (and their customer service) was terrible. I see all the other bad reviews here and I just don't see the issues they have. I haven't had any problems. As for them not being available in a certain area, it may not be up to Empire Access as to where they can and can't go. I know they had to get grants from the state to get to my area. I was following their progress when the push to get broadband across the state started and found that Empire Access had received the grant for my area. I was just itching for the day that they completed the build out and could start offering their service in my area. There is probably a lot of red tape and behind the scenes stuff going on just for them to gain access to a new area, even if that area happens to be only a mile from where they do have service. I will and have mentioned Empire Access when discussing ISP's with people and recommend them if a person lives in an area where they serve. I hope this helps anyone who might be considering using Empire Access for their service. read more

They never do the necessary yard repairs.... almost broke my ankle 3X in my yard. Call to have them repair yard damage and get attitude from staff. I'm thinking they're no better than all the other companies that offer a worthless service with no customer service. read more

We attempted to get internet from empire. We have our tv programs run off the internet. Using empire the TV get going up and down. Called for help and the tech did something in the office to supposedly help keep the internet up. It did not work. We had this problem for almost a week. They never offered to send someone out to see what the problem was. So I told them on a Friday to send someone to fix the problem. They could not send anyone until Monday. The tech on Monday came and did some work and the TV was working. The minute he drove down the road it went out again. So I decided to go back to Spectrum using the old equipment I had not send back. I talked to someone on the phone and she tried to help but was not able. So I asked her to send someone out to fix the equipment. She said they would be out the next day and he fixed it. It running great now read more

With every inquiry, no access in my zip code for Hammondsport ny! It's installed all around my location but not far beyond Bath etc. seems to be against lake people. I've reported lack of LACK of access to FTC read more

Constantly losing wifi connection. It's a guarantee that while watching ROKU I always have a loss of connection in the middle of a program. I guess when your on a fixed income you just have to take what they give you. read more

Signed up for service with them in March. They came out and installed it, and for a few weeks everything was fine. Following that, my service had constant dropouts and interruptions. I had to reset my modem at least 3-4 times per day. I accidentally ended up making a single payment about a week late. This lead to them PERMANENTLY disconnecting my service and telling my it would cost me several hundred dollars to recconnect it and I'd have to sign a new contract. They never even contacted my to attempt to resolve this issue, notify my that my payment was late, etc. They had no sympathy for the accidental late payment, even in Covid times. I would absolutely not recommend them. I never thought I'd say this, but spectrum is better. read more

Service is TRASH. Constant issues, and depending on where you are located it pings terribly. So dissapointing for fiber.

Worst customer service! We have had problems since day 1. The code that the technician gave us for our Empire TV was wrong and it took 5 days and multiple phone calls to resolve the issue. (When they tell you the will call you back-don't count on it or it takes days. Their technicians are not 24 hours a day and usually only one or two working at a time, so if they get to you before 9pm you're lucky. If not, you're waiting another day without service.) service is constantly going in and out. We have been having trouble connecting devices to our 5G network and after weeks of calling they finally sent a technician out to our house. The man was pleasant but unprepared. He didn't have any equipment with him and suggested we run our devices on 2G and call Roku (that they provided at sign up) to resolve the problem. After explaining to him that we pay our bill and it's up to Empire to make the calls and iron out the problems he said he had to come back tomorrow because he doesn't have anything with him to fix the problem today...Really?! Why are they not carrying equipment in the Empire Access Van? When you call customer service the buck is always passed and it's always a "call back". Nobody has answers without going through multiple channels and idk how many times they've forgotten to call us back. I've never seen a business ran like this. We pay our bills on time and only expect what we pay for without constantly having to call to get continually working service. Whoever runs this place needs to get their business in order. read more

Great price, great service. So happy to have an alternative to Spectrum. For 65 a month we get gigabit internet. I wish more people had access to an alternative to canoe monopolies like this. read more

Definitely NOT ready for prime time in the Binghamton area. Awful speeds poor technical support. I was actually told when I called in slow speeds (5-25 mbps) are GOOD because "it makes it more reliable". read more

Empire Access - Internet Service Providers Near Me - Prattsburgh, New York

This is our 5th year with Empire - hence the 5 stars! We couldn't be happier "cutting the cord" getting rid of Cable and dumping Spectrum. It boils down to this, we spend less and get better service. Love that they're local and always get the feeling they actually care. Highly recommend. read more

Empire Access doesn't care about people! Don't bother asking them to bring internet service to your home even if you live less then a mile where their service ends. They'll simply tell you no, leaving you stranded with garbage satellite internet service, when they could have an extra dedicated customer for life. They favor certain customers, making sure they have internet in their home, and then forget about others. If you're not important enough, you can forget about them going out of their way for you. No matter how hard you beg and bleed, even to the point of offering to pay $20,000 to bring service 3/4 of a mile up the road, they will still tell you no because that's how much they care? Congratulations to the lucky individuals who are important enough to receive quality service from this company. I on the other hand am leaving a one star review, because that's the quality of service I received from them. read more

spectrum may be expensive but they have great quality equipment and techs that pull up with spectrum van. they do the job and take time to pull the testers out and make sure everything is perfect. they advise you what they did and tested. the internet modem is high quality. Empire is total mess with a toy modem that never was checked for speed and specs. they pull up in their own pickup trucks, two guys with no tools. i tried to get it to work but kept going back to my working modem . called customer service and asked if they could test the new modem on line, they could not but called installer. he started telling me to change setting in router. i did that in the old days when i did phone system business two way radio system. i hate what spectrum charges but it works and i have high tech equipment. i will see if empire works out . i will keep my spectrum system as is. i still will keep cable tv and tivo boxes. they record up to 6 channels at once and share recordings from box to box. read more

Empire Access claims 1000 mbps download speeds. Don't believe it. Could not watch the 2nd half of the Bills-Chiefs game because the signal was buffering the whole time. Checked my speed, it was 12 mbps. Use Spectrum or one of the other big providers. This company's service is terrible. read more

Was told it would be in Elmira in 2018 for residential. Here we are in 2019 and still not here. It's VERY disappointing that a company cannot even keep it's promise to a community. read more

Lost all of my contacts, saved emails, etc. when they went to different server for email. They said they were sorry no offers of compensation. This past week email is down again no offers of compensation. Very inconsistent service. Don't use if you have a business that uses email. Also connections are slow. read more

left empire for spectrum couldn't wait to get empire back speed is great. support when I need which isn't often is good and the install people .... awesome read more

This is the only internet provider available for us unfortunately. If you have another option I would go elsewhere! Internet drops out regularly for days at a time and when you reach out of customer service they have no idea what's going on. Even when having a level head a patience with the staff you get NO WHERE. Calling customers service multiple times they never have new answer and have no idea what the problem or what is being done to fix. They are never able to give you a time frame in which you can expect service restoration or if they will need to come to you for service. Being a working household it's not possible to have same day notice to get service fixed even though giving the company multiple days in advance that there is a problem! read more

I am updating a review from May 10,2019, Empire Access refunded my upfront payment and are picking up their equipment on Tuesday May 21st. Thank you Empire Access read more

This is the company that drove me to Hulu and Netflix for tv. We now only use them for internet and landline. The internet goes out a few times a week. The tv channels they offered were less and less and the customer service wasn't very good. We accidentally sent them a check for a different company and they cashed it anyway somehow. They also couldn't give us the amount we owed. If we had any options we would switch. Also forget paying your bills online. I can't even navigate the website to even register. read more

Empire Access is the absolute best TV, Internet, and Voice provider in the area. Reliable internet on an entirely fiber optic network. Their customer servicer representatives are in the office 24/7 so no matter what time I call with a question, or need help fixing a problem someone is always there to take my call. I have never once been directed to some answering automation or list to get me the help I need. I Switched from Spectrum about two years ago and I'm never looking back. They are constantly expanding their fiber optic network, and looking for ways to help their local community. During this COVID-19 pandemic they've even offered free internet for students who needed to finish school online! Seriously, if you are looking for high speed internet at an affordable price, with reliable customer service talk to Empire Access. read more

I will remove this review when my service is consistantly fixed. This company has great staff, but their product is unreliable and goes in and out constantly i do not reccomend their product to anyone at this time. I have been trying for 2 months they had someone out and it worked fine. Now I'm back to 456 kbps if you want less than a meg dl speed invest in this company. I have had at least 5 or 6 "support tickets" with barely any support. I am highly considering switching companies at this time. The only reason you got two stars is because your employees are nice. I made a account here primarily to let people know about this company read more

The worst company we have ever dealt with. They only care about there new customers and have abandoned their customers who are on the old copper lines. We have waited over six months for them to replace a damaged underground cable in front of our house. There fix was laying a cable all winter across our neighbors driveway until the snowplow cut it in half and the new cable still runs across the neighboring lawn. Sadly we have no other options for internet service in our area. Unbelievably frustrated!!! read more

scheduled install from 8:30 to 12:30. I finally called at 1 to see what was going on. They got back to me at 3 and said probably around 4:30. Scheduled a month in advance since i needed to drive 6 hours to meet them for install. It meant nothing in the scheduling process or customer service. A small company that acts like Verizon, Time Warner ....... Going to stay with existing service since I know at least they have responsiveness. read more