Rayona Vso
map-marker Hamilton, Alabama

CEO denies credit for extended service impact

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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.

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User's recommendation: If you have another option, take it.

4 comments
Guest

For $8 and over something of a non-emergency nature to daily life that was fixed in 10 days, I can guarantee all you accomplished was a warning box popping up the next time a rep brings up your account. You better never pay late or have a shut-off notice, much less need this kind of help.

10 days?

Going on 30 next time. And you thought this incident was something to get heated over.

Guest
reply icon Replying to comment of Guest-2488226

I work from home, so the service down had a significant impact financially. Unless you are the CEO or his advocate, you weren't on the call.

I've never paid late or had service shut off.

Although, funnily enough, I'd receive late fees and reconnect fees in those cases. Yet when the service provider fails to provide-- for 1/3 of the billing cycle-- they should receive full payment.

Guest
reply icon Replying to comment of Guest-2488244

Then for working at home you need a business account with the SLA (service level agreement) that comes with it. Their troubleshooting/repair is 4-8 hours not 7-10 days and comes with it’s own phone number.

Guest
reply icon Replying to comment of Guest-2488356

I'll pass on gambling that paying them more will result in better service given the CEO believes "taking full responsibility" means "full price for partial service."

View more comments (3)
David H Ocg

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Verified Reviewer

Service is terrible

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It goes out continuously..It's terrible when you pay for a service that only works 1/2 of the time..I've been out for three days and have never received a call back..When I trained officers I always stressed communication is the key..Lack of it causes problems..
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Cons:
  • Poor quality

Preferred solution: Price reduction

User's recommendation: Find another provider if available

David H Ocg

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Birmingham, Alabama

It stays out 1/2 of the time

Could I recommend Freedom Fiber from my experience with them? Absolutely not..First according to the website send us a message and we will be back in touch with you shortly..Never happened..Called Friday reported issue..Report Saturday & now reported Sunday..No contacts back from them..I trained individuals that communication is the key..Evidently they haven't received that training.
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User's recommendation: Locate a different service

Jon O Thp

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Verified Reviewer

Very Poor Service

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Updated by user Jul 22, 2023

Freedom Fiber replaced the internet router in 2020 and again in May 2023 as it was defective, the Ethernet port was not working properly per the technician and replaced the router which started working after it was replaced.

Original review Jul 22, 2023
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.
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Cons:
  • Charge too much for what you get and do not have much choice

Preferred solution: Full refund

User's recommendation: If youi can avoid FReedom Fiber - Do So

Addalee Jbh

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Verified Reviewer
| map-marker Bournemouth, England

*****

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Updated by user Feb 28, 2023

Freedom fibre contacted us saying they would not put a pole in our close. They then put one across the road without any notice of this change.

I suppose it is sort of resolved, but we will still be having 20th century technology on 19th century apparatus. We think this going backwards not forwards.

If anyone else has this problem you need to say you do not want a myriad of wires crisscrossing your roads (or is this why they call it the web, because that is what it will look like). Thankyou for your interest and hope it is helpful to someone.

Updated by user Jan 30, 2023

It turned out that this was nothing to do with you, but thankyou for getting back to me so quickly.

Original review Jan 29, 2023
Notices for Freedom Fiber to put up telegraph poles have gone up all over our estate. As you are in partnership with them can you help. We know absolutely nothing about it. Nobody had contacted the residents or discussed it with us. We do not want this, and keep getting fobbed off. Why in this day and age do communication companies not have email address, and want all complaints in writing to their address. We are at a loss. If you are so confident this is good, why won't you converse properly with us all
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