Freedom FIBER

In latw August 2023, we reported slow speeds and loss of service. After multiple calls, one of the support representatives noticed that the error log indicated likely damage to the fiber cable.

(This was about the 3rd time the cable had to be repaired.) This could have been diagnosed in less than 30 seconds, but we had to call for several days. Dispatch then sent a technician to the wrong address. A customer must verify the service address at the start of every call, so how does that happen? This resulted in an additional delay in resolving.

In total, our service was impacted for 10 days due to Freedom Fiber's cable being damaged, support failing to diagnose the issue for several days, and dispatch sending a technician to the wrong address. I requested a 50% credit for those days (equal to 5 days of service or about $8.33). I was told that a credit would have to be approved by the CEO. I spoke with him.

He said they "take full responsibility for service down"... and then denied the credit. During the conversations, which I admit got heated, he and his advocate tried to spin a yarn about "trying to do something good for north Alabama" and they couldnt give credits and keep theor rates low... but also admitted that a rate increase may be coming.

He even invited me to find another provider. Which I will do as soon as there is a viable alternative.

Absolutely *** poor customer service!! The women who answer the phones need to get new jobs because they are rude as *** and are unwilling to listen or help with a problem.

Then they just transfer you to a voice-mail box that is supposedly the supervisor but it will not let you leave a voice-mail. The wifi service itself is overpriced and constantly loses service. They will not credit your account for DAYS that the service is out.

They know they have a problem with mail getting to them they even acknowledge it but refuse to help clients whose payments are hung in the mail. They know they are really the only real option so they just treat you like *** As soon as there is a viable alternative I'm dumping them!!

Have had a problems with Freedom Fiber internet being slow and freezing up since April 2020 and I have reported it several times in the past and at least every month and a tech would call and have me run a speed test several times to try and figure out what is wrong and has even went as far as saying that it was my computer, so I purchased a new computer with Windows 10 and still have the same problem. The last two times the tech called and said that he will escalate the issue to a higher branch and then on Friday 10-9-2020 there was a TomBigbee work truck across the street working on a pole.

After they had left, the internet worked great over the weekend, but still no one called. After the weekend, the internet reverted back to the same slow and freezing up speed again.

I wasted over $400.00 on a new computer that I did not even need because the tech said I needed one for the internet to work when there was nothing wrong with the computer that I already had, and it works fine on other internet providers in other locations, so I do know the problem is not my computer and the tech does not know what he is doing. Every I do call and get a tech, he tells me something different, for example, once he told me that the speed test that registers a ping of less than 10 is good, but before he told me that all the speed tests that he had me run, the ping was always over 25 or above and he never said anything about this, and the download speed should be near 100 but is usually between 38 and 60, and sometimes even as low as 20, but after each time I call and the tech does what ever he does, the speed improves somewhat for a short period of time and then reverts back to being slower and freezing up again.
Called the first week of October and I was told a tech would call me back and no one returned my call.
Called on 10-15-2020 - I was told a tech would call me back and no one returned my call.
Called on 10-17-2020 - 5:50 PM - I was told a tech would call me back and no one returned my call.
Called on 10-20-2020 - 5:50 PM - I was told a tech would call me back and no one returned my call.
Called on 2-18-2023 and the tech gave me a ticket number 229 221
Called on 2-29-2023 tech said they will move ticket to priority.
Called on 3-22-2023 tech said they will check on why it has not been taken care of yet.
Called on 4-5-2023 tech said they will check on it.
Called on 4-11-2023 tech Cody said he will find out why this has not been fixed yet.
Called on 4-18-2023 Ean said he will check on ticket number and get in touch with management.
4-24-2023 tech came and fixed problem by replacing Zyxel router with Deco router and now it is working as it should be.
5-25-2023 6-02-2023 spoke to Nick Tucker ( Management ) said that the bill will be credited.
The internet does work better, but it still freezes up from time to time which I believe is due to the amount of people on the system at one time, but they will tell you different.
July 2023 - My bill was only credited $30.00 which is far less than it should be for the time that the router was defective and because of these problems, I incurred late fees on bills that I thought I paid but because of the internet freezing up and not being as fast as it should have been, my pay bill payments did not go through on several occasions and cost me money.