NO STARS !!
Higher Speed Internet -
I requested my contract and service to be terminated due to LACK OF SERVICE at my Edgewood, NM house. I clearly informed office staff George that I needed the service to work throughout my house and on three (3) devices.
George assured me that the 8m x 2m service package would be fine. I was concerned about the service; so, I signed up for the 10m x 3m package.
While at my house on May 19, 2022 the installer crew had MANY issues getting a clear signal to my house. Installer Jessica repeatedly told me that they were not able to reach the radio tower due to the trees on my property. I informed them that I was NOT going to cut trees down and if they could not guarantee ongoing internet service to my house; to be honest with me and NOT install the equipment.
Jessica ensured me that I would have excellent service for all three of my devices in my home.
I also informed the crew that I did NOT want to have to deal with service issues and having them come to my house over and over to correct/repair the issues/service.
Jessica had to repeatedly test the service, the roof installer had to keep moving the roof radio equipment to TRY to get service. They would get a weak signal, then lose it. I AGAIN informed Jessica that if I could NOT get decent internet service to take the equipment and not hook my house to the equipment. She assured me over and over that it would work.
I have yet to move into my newly purchased house and the following day, I arrived back at my house on the morning of Friday, May 20, 2022. There was NO internet service.
Jessica called my cell phone and left a message asking if I had disconnected the equipment. I informed her that I had NOT touched the equipment. She had me check the equipment and all lights were on and she told me that she did not understand why it was not working; maybe it was the trees again.
I reminded Jessica that I had informed her the day before that if there were going to be connectivity issues every day, that I did not want the equipment installed, as I needed dependable service and I did not want the call in every day for repair needs.
Today, May 20, 2022 Steve, Jessica, and the roof installer came out to my house to TRY to correct the non-working equipment. They were at the house for about 40 minutes, and when they left I had only tested the internet on my phone. After they left I tried to access the internet on my laptop and there was NO internet service. The service just keeps spinning on and off, they service is extremely slow, I can not load websites, or can only load one site at the time.
I called the office and informed them of my issues; they told me that I should be located next to the router to use the internet, only have one (1) device connected to the internet at a time, or only one website open at a time. I reminded the staff that I had informed them on the day that I made the installation that I needed to be able to use the internet throughout my house, and on at least three (3) devices. Today, George told me that would not be possible and that if I wanted them to come out to troubleshoot the fee would be $80.00 plus. I asked George to send the installation crew to my house to remove the equipment and to terminate my account, and refund me the $166.35 fee that I had been charged less than 24 hours before.
She said that I needed to return the equipment or I would be charged $500.00 for the equipment (she called them "her toys") or that I needed to pay them $155.00 to come to my house to uninstall the equipment. I reminded the staff that I had informed the installation crew that if there were going to be issues with the internet service that I do not want them to install the equipment, that Jessica assured me that it would work, and that if it did not that they would uninstall the equipment at no cost. At this time, George stated that Jessica did not lie and that she believed Jessica.
Equipment was in place less than 24 hours; and has not worked correctly. EVER.
Photo of Tamne R.
User's recommendation: Do NOT USE this company.
Monetary Loss: $166.
Preferred solution: Company needs to uninstall the equipment at no charge and refund my money $166.35.
Higher Speed Internet Cons: Does not work.
Location: Phoenix, Arizona
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