Had service one town for nearly 1 year. There was a lot of connection and customer service issues as well as downtime with the internet. I never got the speeds I paid for, and whenever it rained my radio would go down.
I complained got nowhere finally it fixed temporarily (when we went through a DROUGHT). Still not the speeds I was paying for or close to it. Tech support and onsite repairs was always long waits and weeks almost months before repairs.
We ended up selling our house in December and bought a new house in another town. At the end of Dec. I emailed the company and requested information on getting my service disconnected since we would be moving and provided a date of Jan 16 as the absolute last possible cut off date in a second and third email through the company website. Hold times by phone are well over 1 hour for customer service and who really has that long to sit on hold?
No one contacted me. I attempted to call them when we closed on our new house Dec. 30 and was placed on hold for over 13 minutes. I ended up hanging up.
I called back on Jan 9 because we were out of the house and no one had picked up the "radio" yet. I spoke to Justinwho told me they never got my emails but he would set up the account for disconnection for Feb 2 because they like to put those way out there. I told him we would take the radio with us as I heard and read other consumers on usacomplaints.com complaining they charge you for the radio (around $300-$600) if they fail to pick it up. I didn't want that to happen. I told him I would deliver it to them in Arlington or they could pick it up. He said they would pick it up. He then asked if I wanted new service at the new address.
Since Missy was so good last time I said ok, but I may change my mind because it was about 3 weeks out. I called back a few minutes later on the 9th remembering how badly I had been treated in the past and all the frustration and said I changed my mind just disconnect and leave it. I said to come get the dish or I'd take it to Arlington. He said someone would contact me.
We use only cell phones and I have a record of all these calls on my phones! I spoke to I believe Justin again on that call. I figured everything was done and over. We sold our house in Joshua and the new people moved into on Jan. 16th. On Jan 18 a tech called me from his cell phone and said he was on his way to our new location in Alvarado for install. I didn't answer on my phone as I was busy so he called my husbands phone, again a cell phone. We told him we had cancelled and he was suprised to hear that. We asked him to pick up the radio/dish thing and he said he could not.
I immediately called in and spoke to installs and told them we cancelled and the guy that day seemed suprised to hear that as well. He said ok let me fix it and placed me on hold. I didn't have time to wait on HOLD again for something I took care of so I hung up as I was walking into a meeting at my sons school for his special education. I could not miss it to deal with skybeam.
I assumed it was finally done and over with. On Feb. 18 I received a bill for nearly $100 saying I was past due and it was deliquent and this account was going to collections.in addition it could hurt my credit. Since this was a shock to me, I attempted to call skybeam on the 18th at 1:52pm. I was placed on hold for over 6 minutes before being "disconnected". I then sent 2 emails through their website on the 18th & 20th with no reply and I ended up calling back on 2-20-12 and spoke to Chris.
Chris informed there is a huge mishap on my account and a second account billed to me! He gave me a second account number for my NEW address and said I was installed on the 28th! How on Earth do I have service here when I cancelled, when I have no radio here, I didn't install it and neither did anyone else? I cancelled it BEFORE INSTALL! Yet they are charging me. I just haven't received a paper bill as of this posting.
Then they are charging me another nearly $100 for a house I haven't lived in since Dec. 30 and I had cancelled there MULTIPLE TIMES! I told him to fix it and he said he is in Colorado call center and I had to speak to customer service. I am currently on eteral hold for well over 42 minutes now to customer service and still have no hope in sight to get this resovled. I have to keep wasting my time and holding and using my cell phone time and everything to Deal with THEIR ERRORS! They constantly make mistakes and the service was not what I paid for. They mislead you with their tech support that actually closes, I've gotten RUDE service (big suprise), the towers have blown over and took over a month to repair, the other towers are too full of customers and it causes slow speeds and disconnects yet they still charge you full price even though your down. They even claim you get 5 years of internet for free if you refer 5 people, problem is if you refer one you get 1 month yet that one month never seems to apply to the bill either.
It sounds too good, because it is. They make it almost impossible to get the customer service and tech support you WILL NEED, and they have so many billing issues they think your going to bend over an pay it. I can confirm a few neighbors had similar issues and went back to DIAL UP and another friend in a different town had major billing issues.
This is just not the best company to deal with anymore. They bought out all the good great little compaines around the small country areas giving you them or dial up as a choice. Its really not worth the headache though.
I did everything right and being punished for it. It is very bad service and very deceptive as far as charging me for service I did not have, use, and cancelled.
0 comments