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Velocity Broadband, Inc.

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Velocity Broadband, Inc. Reviews (2)

Velocity Broadband deducted 39.99 from my bank account for Broadband service for the month Jan. 15th - FEB. 15th and was without service 3 weeks.I tried to talk to [redacted] and [redacted] but kept getting the run around for two weeks and then was told they would no longer give me my internet service I had paid for without any refund and was hung up on by a screaming [redacted] about how he hadn't slept in 3 days and he had a virus in his tower . Totally unprofessional and so I had my daughter call on my behalf and he screamed and hung up on her as well. with no service I was without internet and forced to seek another service provider. But I want my money refundedDesired Settlementrefund my $39.99Business Response Contact Name and Title: [redacted] OwnerContact Phone: XXX XXX-XXXXContact Email: [redacted]@velocitybroadband.usThe customer had been notified multiple times (as far back as Oct. 2015 that her router was not configured properly and was a security risk to our network and her devices. Customer had service through Feb.15th if she bypassed or corrected her router. Service was terminated on that date. Velocity Broadband offered to dispatch a technician to correct her router but she was not willing to pay for the $50 service call. We had also recommended several local computer and networking companies that do this type of work.

Technical serviceContacted company about internet service not working. Told they were to sick to come out and fix. They dropped off new modem and said it would be a $20 charge and internet still not working and said it was our fault while sitting in there new BMW SUV. Now being told when they come out and fix it but are still charging me. Desired SettlementLooking for them to fix the problem and waving any fees to fix the issue since it has not been caused by negligence. Business Response Received call Monday PM 4/14 from customer stating that their service was going in and out. Customer was extremely belligerent and upset. While troubleshooting over the phone the customer kept insisting that we send a technician out to fix the problem. We explained that we did not have a tech available that night as both were out sick with the Flu.We sent a new modem out to their location that evening. They were not charged for the equipment as we did not think it was the cause of the intermittent service.Tuesday 4/15 6:00 PM. Tech was dispatched to customers home and found that the connector on the cable end was damaged. Connector was replaced, tested and service was working when the tech left.Received call later that evening, Customer was again belligerent and upset. Service was intermittent. We checked our equipment for errors and did not find a problem. When we called customer back and asked to do some troubleshooting on their router they would not support us and insisted that we come out and fix the problem. An appointment was set for Thursday afternoon.Thursday 4:00 PM. Tech arrived at customer's location but no one was home. Called customer on their cell phone. She told us she would be home in 15 min. When customer arrived home she became upset with our tech. He called in and explained that the customer was swearing at him for not showing up on time and would not give him the modem. I told the tech to leave and return to the shop.I called the customer and told her that we were terminating their service and they would be let out of the two year contract without penalty.They have been good customers for the past year. We do everything we can to resolve service issues. Intermittent problems or Customer owned equipment can sometimes present challenges.

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Description: Telecommunication Companies, Internet Service Providers

Address: PO Box 1968, Southern Pines, North Carolina, United States, 28388-1968

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