AireBeam Broadband

I have been with Airebeam for over 6 years and I believe that they really tried to help. Any company, I believe has some sort of troubles in helping their customers but I have been happy with the service that Airebeam has given. I had all errors that I have have over the years corrected in a timely matter. Even when I didn't

know I had a problem, they sent a repairman to correct the situation which they

discovered with their own equipment. All the repairmen have been courteous and treated us with their expertise.

Speeds are consistently inconsistent. In the early morning and into the day, speeds are generally as advertised. In the early evening and into the night, speeds often drop off to a level that makes surfing the web very frustrating. Videos will often buffer extensively or won’t play at all. Web pages often are very slow to load or just won’t load.

I have contacted technical support numerous times to report the speed issues. Technicians have indicated, on several occasions, that they can detect a problem but they don’t know what is causing it. Telephone support technicians have created service tickets and escalated my service issue problems to higher-level technical support. No one with AireBeam has been able to fix the issue and no one with AireBeam has beam able to tell me what is causing the speed issues.

Speeds fluctuate between 9 Mbps down and 5 Mbs up to .45 Mbps down and .35 Mbps up. Results of my last speed test, which was performed at AireBeams website, were 0.48 Mbps down and 0.35 Mbps up. I have save screenshots of the last 50 speed tests. There is an obvious pattern; faster in the mornings and slower in the evenings.

Until AireBeam corrects my service issues, I cannot recommend their service.

It's been too long, too many instances of weeks of zero/negligible service that is most often only rectified after 2-3 phone calls into the office to have them pull a reset on their end. They will always assume it is your equipment that is the issue (especially when you buy FROM them) and try to give you the run around to spend more money/upgrade to a higher service plan (being that they can't realistically provide what they advertise, they try to hide bad speeds with high flood, ensuring that although you can still stream video, no static connection is possible) to alleviate the problem. The owner will attempt to subvert the claim by stating that the system the router is attached to is still sending/receiving data packets at THEIR full speed (sometimes in the hundreds of megabytes) but the thing to remember is this; If it's been weeks of this, and that's all I've used on a multiple megabit connection (and this thing is used 24/7) what have I been doing? Writing poetry on a single web page? That answer is no.

This issue isn't going to be solved by me continuing to give you more money. It's going to be solved when you admit you're being flooded by customers and just do not have the bandwidth to compete in a growing city. Upgrade your equipment, run new lines, and stop blaming your customers.

I have been a customer for over 5 years and in that time my service is less than par. Here in Arizona City you are pretty much stuck with this company for internet service. Numerous occasions during me doing work on my laptop it drops service. I called and complained only to that the company say that it had to be something of my equipment. So I went out and purchased a top of the line router and still having problems with dropped signal. Here the most recent complaint I asked for an extension on my due date since there would not being funds to cover the payment. Only to have them come back to tell me that two of there senior guys were out on family emergencies hense is why I didnt get a respond within 24 hours like it said on the helpdesk. I filed 4 tickets with the company and it took me telling them that I was going to report the matter to the Revdex.com before they would be willing to help me. I just feel that this company its screwing people over. Then to tell me to opt out of Overdraft protection so that my bank would kick back the payment. I have never heard such a thing for a company to tell you how to run your bank.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

After the last miserable experience with a wireless provider in rural Maricopa, I emailed the main contact person of AireBeam directly using his panic button from their web site. My main concern was not getting a service that had the same lack of communication and technical support as their failed predecessors. Greg personally assured me everyone in his company was professional and they take customer concerns and connectivity problems seriously.

Flash forward a couple years and AirBeam is doing the exact same thing the previous ISP was doing. Not returning phone calls for service, claiming connectivity problems proven and shown to be within their infrastructure are nonexistent and the problem lies within your computer/network.

Even their sales staff has less attention that a box of rocks. I placed an order this summer for 5 static IP addresses initially through their on-line form. After a few weeks of hearing nothing, I called and asked about the status. The person I spoke with said no order was received, but they would place one immediately and expedite it. Again a few weeks passed and nothing!

Again I contacted Greg directly and explained the problems I was having with service, as well as his staff dropping the ball with my order. About two days later my connection problems were solved, but when someone eventually contacted me again about the order I declined. Given my previous experience, I decided to not spend anything else on AireBeam other than my basic, marginally intermittent service.

Now after about a month of having great service after my email to Greg, I am again back to disconnects, very slow speeds and latency as high as 15,000ms.

I know Judith or her staff will most like read this, not that you would really care. If this lack of communication and service continues, a formal complaint will be filed.

I should add that doing a search of AirBeam through the AZ Corporation Commission comes up a blank, The real company name can be found by doing a whois search for airebeam. And oddly enough, they are also unaccredited by the Revdex.com, but have an A+ rating as opposed to AireBeams abysmal rating.

We are travelling in Arizona and stayed at [redacted]. Airebeam provides a wifi access at the Park for a price, be it by the day up to a weekly charge. We paid for the week and after two days of it not working we contacted Airebeam to cancel the rest of the week. They told us there was nothing wrong with their system and that they would not cancel it as it would run out in five days. We explained that their system would at times not allow us to log in, or it would and then drop the connection. This occurred many many times. We contacted them a number of times and got no where with them. Its is our opinion that this company is a mistake to use and would suggest that customers should avoid them. We are from Canada and discovered that the [redacted] restaurant down from the Park has wifi that works. Again avoid Airebeam Broadband.

They are not concerned about customer satisfaction. When I purchased a month's worth of internet service it didn't work. When I did connect it was extremely slow and dropped the connection within 5 minutes. Tech support was no help and wanted me to go out and look for the outside router in our park! This is their job, not mine. I asked for a refund on the right away, no response, so I try connecting for the next 3 days with little to no success, and no one would call me back or help. I quit trying all together as it was so frustrating and bought internet service with another provider. They will not give me even a partial refund for no service. It is a rip-off and unfair business practices.