I live in a Rural Setting. I subscribed to Internet service from Mainstreet Broadband. I signed up for their Accelerate 1.5 Mbps $29.99 service. The first thing that happened, was a $10/Mo charge added for modem and antenna rental. Making the total Monthly charge $39.99 for 1.5 Mbps.
I was very pleasantly surprised. For a 1.5 Mbps service the Internet worked great! I had asked before signing up about using my Magic Jack (VOIP) phone. I was told that it would work. It did, but not to well. I am also a Gamer. After having the service for about a Month and everything working pretty well, I tried to download a very large game file. After a few attempts and losing the Internet connection completely each time I phoned Technical support.
I found the people there, not to be very friendly nor knowledgeable. I thought I would try to upgrade my service to their Xtremes, up to 6 Mbps at a cost of $49.99 plus the $10 per Month. I asked if there would be any additional charges if I tried it for a month to see if I liked it. I was told there would not be. I asked for it to start on my next billing cycle which was only a couple of days away.
I was put on hold a little while and when that person came back, I was told my service had been upgraded right then. That I was to unplug my Ethernet cords and wait from 5 to 10 minutes and I would be ready to go. I waited 11 minutes and when I rebooted my connection, the download speed was VERY poor. Less than 1 Mbps. The worst it had ever been.
That was a Thursday, 04/05. I called their Internet Technical support line. I was told there really was nothing that could be done, other than schedule a Service call to be made. The next opening was Monday. 04/09. I was IMMEDIATELY charged $1.30 for this? Upgrade.
During the time waiting for the Service call, my Internet was pretty much unusable, Dropped out. The Field Tech that showed up on Monday, was one of the two that did the Initial set up. These both are very good, knowledgeable, friendly workers. However, he was not able to completely resolve the problem. I was told I would have to wait until Tuesday.
On Tuesday, both of the workers who did the initial install showed up as scheduled. They had a lot of calls to make, so did not have time to really check to see if this corrected the problem. Which was fine with me. I would see how well it worked and let them know, when they called me the next day. FINE by me.
Here is why i am totally fed up with this company...
On the Thursday that I made the initial trouble call, I informed MS BB that I was NOT willing to pay the Subscription fee, while I was waiting to get the service restored. I tried to call and inform their Billing Department of this issue. The person that took the call recognized me from when I had called to speak to the Internet Technical Department. She was NOT a very friendly customer service person, and became VERY BELLIGERENT with me, I hung up.
On Saturday; 04/07 their Website showed a charge of $59.99 posted. So, now I am being charged for service that is Much Worse than what I have already paid for. Plus I have tried to inform them of that same fact, ahead of time.
When the Field Technicians were here on Tuesday, I reminded them of that. Plus I had sent an email to the company explaining this same thing. I asked for it to be forwarded to the correct department. I sent that email on Sunday, 04/08. I NEVER received a proper response! YET, when I spoke to a Supervisor; Adrian, on Wednesday, 04/11 she made mention of seeing that email. She said she had spoken with the lead Field Technician about my account.
On that Wednesday, their Website also showed where I was then charged a Dunning Charge of $10. Again, when I called the Billing Department to inquire about this charge, I Once again was Totally Disrespected by that same Rude person.
IN CONCLUSION: Since this is a Fairly new company and technology, I wanted to inform those of you who may be considering signing up for service through this company. I really liked the service, up until this problem arose. Do to the way this problem was handled, I have informed Mainstreet Broadband to Cancel my service. That only takes two days to do. The same Field Technicians will be here Friday to remove their equipment. The service was okay. They just need BETTER people in their Customer Service Department!!!
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