Aire Internet

We have issues for months. Service is off and on continually. We were told service could be interrupted as they were putting up new tower to improve service. The tower has NOT helped. They came and installed a new receiver and since then service has not worked properly. This week has been TERRIBLE! I called customer service (on hold for 47 minutes) and all they can say is they are working on it. We are trying to work from home and do virtual school, we HAVE to have internet service. We have had to sit in the parking lot of McDonald's. Two months ago they were supposed to credit our account for lack of service and still have not received anything. We are in the process of finding another provider.

Dear Revdex.com,Thank you for bringing this complaint to our attentionWe can certainly understand Ms [redacted] 's frustration, and numerous attempts were made to satisfy this customer with multiple follow up visitsI will address the individual complaints hereinFirst, customers who sign up for service are asked to pay for installation and the first month of service upon signing up - whether over the phone or onlineThis should have come as no surprise to this customer as these are clearly expressed in the plan terms and on the websiteOur tech was late for the appointment because he had a family emergency and took his child to the ER that morningUnfortunately the customer would not provide us with a phone number to follow up with her to both give her a heads up the tech would be late or to schedule a follow up visitBecause this is a wireless internet service, we cannot guarantee the technology will work at every address as we cannot control environmental conditionsWhen our tech surveyed the property it was determined the customer would be better served with a different equipment type which had not yet shipped, hence the delay with the first installAt this juncture the customer went to the self-scheduling site and scheduled nearly every appointment available for that week which we consider is an abuse of the systemConsiderable time was spent to unwind this activity and the user had to be blocked from the appointment system to prevent the user from filling up more appointments available for other customersAfter this activity, it was determined we could not satisfy the customer and that the customer presented an ongoing risk for abuse of the support systems in placeThe customer has in fact been refunded in fullWe do apologize for the unforeseen emergency and us lacking appropriate contact information also contributed to this situationAt least three truck rolls on our end were spent attempting to contact the customer in person due to the lack of phone numberWe hope this resolves this issue and wish this customer the best of luck in finding an alternative internet service providerAgain, the $has been refundedRegards [redacted] General Counsel to Aire Internet

Travis had been contacting us about slow speeds and problems connectingOn August 27th had poor upload speedsWe contacted the customer on August 30th and spoke to him to get another speed test, and both download and upload speeds were poorI told him we were very busy and that our technician
would be in contact to troubleshootHe was understanding. Our service technician noted that the radio was in the best position, and that the speeds should improve with the system update he didOur technician spoke to the customer about this.Sept 8- Customer called again, saying he still hadn't been contacted by us, but he had beenOur technician also informed him that his radio was in the best location possible, though still pointed through a roof and his house was down a hill.Customer called back on Sept and 12, and both times our on site customer service rep tried to call the customer with no answerShe left him my number, but every time he called back he went to our contract service departmentOur customer rep finally got a hold of the customer, and told him that there was nothing more we could doThe position of his home was hindering his service, and that we could go ahead and de-install or he could continue with the speeds he is gettingHe told me he was busy teaching and hung upWe had not heard from him any more.Ticket was closed on Sept Customer paid bill on 25thI have not heard from him since

Complaint: [redacted]
I am rejecting this response because:
The service tec was late on two separate appointments.  I did not provide a phone number since I DON'T have a phone!  I understood at the time I signed up that I was paying for installation and first month service.   THAT was not the problem.  The unprofessional handling of this by the business was the problem.  And as for scheduling ALL the available appointments ....that was done after being lied to and ignored all day on the final appointment.  [redacted] (service tec) outright LIED about showing up!
Sincerely,
[redacted]

Dear Revdex.com,Thank you for bringing this complaint to our attention. We can certainly understand Ms. [redacted]'s frustration, and numerous attempts were made to satisfy this customer with multiple follow up visits. I will address the individual complaints herein. First, customers who sign up for...

service are asked to pay for installation and the first month of service upon signing up - whether over the phone or online. This should have come as no surprise to this customer as these are clearly expressed in the plan terms and on the website. Our tech was late for the appointment because he had a family emergency and took his child to the ER that morning. Unfortunately the customer would not provide us with a phone number to follow up with her to both give her a heads up the tech would be late or to schedule a follow up visit. Because this is a wireless internet service, we cannot guarantee the technology will work at every address as we cannot control environmental conditions. When our tech surveyed the property it was determined the customer would be better served with a different equipment type which had not yet shipped, hence the delay with the first install. At this juncture the customer went to the self-scheduling site and scheduled nearly every appointment available for that week which we consider is an abuse of the system. Considerable time was spent to unwind this activity and the user had to be blocked from the appointment system to prevent the user from filling up more appointments available for other customers. After this activity, it was determined we could not satisfy the customer and that the customer presented an ongoing risk for abuse of the support systems in place. The customer has in fact been refunded in full. We do apologize for the unforeseen emergency and us lacking appropriate contact information also contributed to this situation. At least three truck rolls on our end were spent attempting to contact the customer in person due to the lack of phone number. We hope this resolves this issue and wish this customer the best of luck in finding an alternative internet service provider. Again, the $99 has been refunded. Regards[redacted]General Counsel to Aire Internet