christian m.

They have some good things going for them, but I personally don't like dealing with their customer service and I don't know anyone else who does either.

The first problem I had with them is when I left their service during Covid and decided to come re-establish service 30 days later. They told me they no longer have the same plan and that I had to send my modem back, wait for a new one, self-install a new modem, and pay them more money each month. I just did not want to do that. Seemed pretty dumb to me since I just had their service 30 days ago and the equipment and everything was plugged into the wall at my house. After some back and forth with them, they finally allowed me to keep the modem I had, but I still had to pay more money than what I was paying (I only left for 30 days) before. So, now, I pay more money than I use to:(

The 2nd problem I had involved a 2 work accounts I have with them. We do a lot of business with them, and one time, an employee of theirs accidently closed 2 of our accounts. He needed no permission to do this. Once those accounts were closed by the employee without any permission from us (we also were never late), we spent 4 days on the phone with several customer service reps trying to get the accounts re-established. No apologies or reconciliation was made on their part. In fact, they told us we owe them for the days we had service which needed to paid prematurely before they would allow us to get service with them. It was around $20 from the new billing cycle before they shut us down. We ended up having to pay the pro-rated money on our old accounts that they closed, send the boxes back to them, and wait for new boxes to arrive, and self install. BUT WAIT! If that wasn't bad enough, they flagged our accounts as possible fraudulent accounts--delaying the process even further and causing us to do even more work to have service with them.

My 3rd problem with them was during Covid. Their customer service was basically non-existed in the beginning. Again, they would hide behind their endless security questions and technology to avoid helping anyone. I spent hours trying to get through to someone during that time period.