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Atlink Services, LLC

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Reviews Atlink Services, LLC

Atlink Services, LLC Reviews (12)

Initial Business Response / [redacted] (1000, 5, 2015/02/06) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @atlink.net Mrs [redacted] , Thank you for your time in writing about your service Looks like your service was provided from Broken Arrow NW Micro AtLink service provides wireless service to our customers based on a line of siteThis means the tower needs to be within sight of homeIn some cases we can use another customers signal to create what we call a Micro site Our notes indicate we have made three attempts to the home in January to fix service We did not charge customer for the router or the insurance, apparently an oversight but there was nothing to refund on that part We did a refund back to the credit card on file for Jan charge: $ Unfortunately because of wireless interference the circumstances of providing service changes and we can no longer provide a customer service At this time it does look like your account has been closed and credited I apologize for the annoyance that this may have caused to youThe company is actively working to improve service levels and your feedback has proved to be invaluableAtLink continues to expand our service as we look forward to providing you service in the future when we have a better line of sight to your house Please let me know if you have any other concerns or questions, feel free to call [redacted] Sales Director [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive the refund and since I paid for insurance monthly, you would not have charged me for the equipment change out to begin withThus, that is a non issue However, you don't have great signal then the area takes a power surge and immediately, no serviceAbsolutely no problems till that pointBut did your people want to pursue the possibility that caused the problem? No The problem is, this company just does not want to figure out what the problem is and apparently don't have service techs qualified enough to figure it out Since my area is "non serviceable" now, that means everyone in our area needs to be disconnected and all of the signs advertising the service need to be taken down in our area I do not believe this responseBesides, the technician sent here was not experienced and really didn't know what he was doingIf this was an actual internet service company, they would keep working on it until they figured out what the issue was You know, when satellite came out, the first thing they asked was "Why didn't they move the pole to where they had a better line of site? Where they have it now, there is no wonder it doesn't work right." They didn't even offer to do that and it just might have fixed the problemThe other issue, sounds like they are trying to put too many people on the same connection Final Business Response / [redacted] (4000, 9, 2015/02/10) */ AtLink is a line of sight serviceIt is an unfortunate reality of our business but when topography changes, we sometimes lose LOS for a customerThis is what happened with Ms [redacted] 's accountThere is an obstruction between the tower and Ms [redacted] 's homeWe tried to get Line of Sight back three times in January but we were unsuccessfulWe ran a service call on Jan 5th, where we replaced equipmentWe ran a service call on Jan 15th where we added a foot pole to the antenna to try to get a better signalOn Jan 20th, we ran another service call to try a more powerful antenna and get back to a main towerIn addition, the technician tried a foot poleHe was not able to restore service and had no choice but to disconnect the service for Ms [redacted] This was not a malicious decisionWe value our customers but we will not charge a customer for spotty service that we can not resolveWe understand Ms [redacted] 's frustrationHowever, we did our best to regain the service for herHer claims that we did not try and did not replace equipment are not valid and we have already met the desired resolution with a refundMs [redacted] was never charged for the Router (set up fee and per month insurance.) January's charge of was refunded back to the card on file on January 20th,

Worst people to have to deal withWhen I started with them years ago the plan I wanted and got let me watch a netflix movie and my daughter watch one, son play online gameSince the upgraded their system they down graded meI can not even watch a movie on netflix because because it sits and buffersIt takes min to watch a min showYou get more buffering then I can takeI am charged $a month for if something goes out they fix itAbout yrs now I call yrs ago because the modem did not work the person that answered the phone said I need to get a new modem They would not come out and fix it till I called back times more wanting my services fixedNot a happy experience with themI am charged monthly all auto debit with emailI notice my bill went up quality went downI call and I am told the $charge is part of the billAbout months later I now have an option for other service so I call because I am now paying $more a month for services that do not work good enough to watch a movieThe person I 1st talked to thinking I was a new customer said for $I would get per secWhen he looked at my acct he said the price increase was for their new package and it was So I was down graded with package and charged moreThen he said the $charge was for my paper billingMy question- when did I ask for thatNo they just charge me thatMy next question why am I being charged more for less and nobody contacted meThe person then said that that was not right but did not fix my problemTech call back and said I was getting my I asked can you watch movies and play a game with that speedHe would not answerHe did say if I want better service I need to upgrade my packageI am paying $+ now the package that was per sec was $for new customersAbout hour on phone with no help

There were mixed reviews about the Atlink service, but we have had this beacon type of service before and knew there were risks with this type of serviceThere is a chance that distance or a poor line of site can disrupt reception
We contacted Atlink and within two days the service was installedThe beacon receptor was very small and attached to a vent pipe on our roof, which was appreciated
We paid for the $service and so far the service has been phenomenalWe have picked up excellent reception for both internet and NetflixOnly during the recent very severe stormy weather we have experienced here in the Bridge Creek, OK area, was there one short drop of serviceIn our case this is the best service have had in recent yearsCertainly better than the much more expensive Cox service we have had up until now

Initial Business Response /* (1000, 5, 2015/03/11) */
We disagree with the details of this complaintOn every invoice from March through January of 2015- the following note was on the invoices:
***WE HAVE A NEW BILLING ADDRESS.*** Please mail your payments to the address on this
return stub
AtLink Services, LLC** *** XXXXXX *** *** ** XXXXX-XXXX
Not only did we give once a month notice for consecutive months that the payment address had changed, we also continued to accept payments at the Tulsa PO Box (which were forwarded to our new payment PO Box) until January In addition, there was only a handful of customers (not customers mentioned in the complaint) who had not updated their bank billpay address, however we feel that after months of sending the notice on invoices via email and US Mail, we had met our burden of notification when we finally had to stop the forwarding, at the previous bank's request
Mr***'s account has late fees of each for January, June, and September of (This was when payments were being accepted at the PO Box in Tulsa, therefore those were late payments and had nothing to do with a payment address change.) We post payments based on the day that the bank clears the payment and publishes it to the lockbox report
The due date on Mr***'s invoices is always the 11th of the month
The late fee assessed in March was credited back to the account
Check # sent to Tulsa address: dated by Mr***'s bank as January 20th - was forwarded to our lockbox and cleared on 2/17/This shows that the bank did not generate the payment until days after it was dueThere was a late fee of applied for this late payment
There was no payment received in January, Therefore, a late fee of was added on Jan 27th
Check # sent to Tulsa address: dated by Mr***'s bank as December 5th - was forwarded to our lockbox and cleared our bank on 12/26/There was no late fee for this
Check # sent to Tulsa address: dated by Mr***'s bank as November 6th - was forwarded to our lockbox and cleared our bank on 11/21/There was no late fee for this
Check # sent to Tulsa address: dated by Mr***'s bank as October 3rd - was forwarded to our lockbox and cleared our bank on 11/21/There was no late fee for this
There was no payment received in September, Therefore, a late fee of was added on September 27th
The late fee applied on June 26th was because no payment was received for June June's invoice was not paid until check #- sent to Tulsa address: dated by Mr***'s bank as August 4th-cleared our bank on 8/14/There was a late fee of applied for this late payment
Per our Payment Terms within our Subscriber Agreement - viewable anytime at http://atlinkservices.com/subscriber-agreement/ :
Payment Terms
You agree to be responsible for any and all charges, damages and costs that you or anyone using your AtLink account incursYou agree to pay all monthly fees and installation charges including, but not limited to, applicable, taxes, customer service fees, late fees and door collection feesMonthly fees will be billed one month in advanceIf payment is not received by the due date, late fees and/or collection charges may be assessed and the Service may be terminated
Every invoice is available to our customer on our Customer Portal and on March 10th, the portal information was emailed to Mr***In addition, Mr*** logged into the customer portal on October 27th at 3:09pm, where the invoices with the notice that the payment address had changed were viewable
Every transaction is available on the portal, as well which shows in detail the explanation of dates and charges I explained aboveHowever, if further documentation is needed (i.eCopies of the invoices, transaction history, etc.), I will be happy to provide it via file transfer or mail; whichever the Revdex.com prefers
Initial Consumer Rebuttal /* (3000, 7, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is more about atlinks notification practice they state they send it on the bottom of the bill which they did with nothing stating it was a new address I looked today.How come if it was only a hand full of customers did your customer service reps say that atlink could not notify all customers.You can notify all when you raise the billBut that only affects atlink right when it affects your customers you cannot be bothered to send notification.I remember when you raised the bill we got a whole long letter explaining whyThen you change address we get nothing from you when you change your policy we get nothing from atlink only when it affects their revenue can atlink be bothered to send a mail stating anything.If they new they had a problem with only a handful of customers why didn't they send a change of address reminder to those customers.Instead of telling me when I called that it was to much trouble to notify all their customers and according to atlinks customer service it was all your customers that had a problem.This is poor customer service at it finest the fastest response we have gotten is here on the Revdex.com when it could affect their business in some way.They try and make it sound like they reached out to us and made sure we knew everything but that is only after we called to figure out what was going on they would rather field angry phone calls and Revdex.com complaints than try and avoid them.It took 3hrs yesterday to resolve some of the problems that could have been avoided just like this complaint could have been but they are really not interested in resolving anything.This is the first time I have ever had a problem with atlink but their unfriendly customer service and lack of communication spurred this complaint.All could have been avoided with a post card but that was to much work heck even a email.It is not your responsibility to make sure customers know but it helps when you actually make an attempt
Final Business Response /* (4000, 9, 2015/03/24) */
On every invoice from March through January of 2015- the following note was on the invoices:
***WE HAVE A NEW BILLING ADDRESS.*** Please mail your payments to the address on this return stub
AtLink Services, LLCPO Box XXXXXX Oklahoma City, OK XXXXX-XXXX
This is viewable on every invoice from March through January 2015, which is still available to the customer on AtLink's Customer Portal
Every customer has access to the Customer Portal or gets an invoice either emailed to them or printed and mailed to themSince it is an invoice, we use this to notify customers of changes to billing policy changes
AtLink mailed a postcard notification about the price increaseWe feel that the price increase warranted a different notification process than billing or policy changes
All changes that have been made have been published to our webpage and notice sent out on our invoices instructing our customers that there have been changes and to review the changes on our website
Per the Representative's note about the negative interaction Mr*** mentioned; the representative's note stated that she tried to work with Mr*** on late fees and explained in detail how we had been notifying customers and expressed that she was sorry that he was upset about thisHe stated he was calling an attorney and hung up on the representative
While the frustration of policy and procedure changes is understood, AtLink has met the burden of notification with months of notices to attempt to notify customers of the payment address changeAs stated in the first response, Mr***'s late fees were not applied as a result of late payments due to the address changeAll the late fees posted to the account were actually for late payments not due to the address change

Initial Business Response /* (1000, 6, 2014/09/03) */
Dear Mr***,
Thank you for taking time to speak with me regarding your account with AtLink Services
We regret any inconvenience you have experienced, and happy to hear that our service department was able to resolve the issue
with slow speeds
Your account has been adjusted for $Please do not hesitate to contact us at *** should you have any other concerns
Sincerely,
*** ***
AtLink Services LLC
Sales Director
***@atlink.net

Complaint: [redacted]
I am rejecting this response because:
number one I did  recieve a call from atlink thinking it was a normal getting...

back with me after a service call a week ago. but what he must have said in the message to Revdex.com is not entirely true my internet the day before yesterday  did actually get to 2.9megabits a second MAGICALLY while they where on the phone . And then right after the call went right back down to almost what it always is, SLOW. (less than1 and 2 mb  asec) RIGHT AFTER THE CALL speeds dropped 5 min or so afterwards .  at least the tier2 service rep was honest with part of what he was doing it  actually for once in a year got close to the portrayed speed supposed to be while he was on the phone  but the problem is, this always happens with several reps ive talked to several TIMES. as in MANY. At least he was honest about the speeds he said I was getting for once! at least the download speed.  he never tried to fix the upload and even he even said he couldnt at the time fix the upload speed but right after 5 min or so after the phone call went down again. Always does!!
and I was not ok with what they did-not fix anything, or what they said. And the upload speed was still less than half what should be. but they didnt fix that, and werent, or arent, going to. they never tried.  Im supposed to have and am paying for 3down and 3mb upload a sec.  this was 2 days ago by the way my internet is still horribly slow and they never mentioned you guys or that they even got my complaint, and never said anything about it  i thought they where only calling about the service call they where supposed to get back a week ago on.  otherwise I would have talked about this to them. 
I will say the speeds do start out for about 10 seconds or so at 2.5megabits a second then quickly on a good day only slow down only to 1 or so mb a sec. I have called over 50 or more times about this since ive had service with them
but magically again, speeds are better when or right before they call ......Thats why I know to hide the problem they have control over the speed, and do throttle constantly
there are 3 pictures of actual speed im getting mostly less than most of the time, but on a good day like today is this speed on the 3 pics attached. this is  not acceptable, as it is less than half of portrayed and sold speeds services. did I also mention they couldnt fix the upload speed problem still.
At this point I am furious about this and they need to be straight up honest and actually try to fix the problem instead of hiding it
Sincerely,
[redacted]

Worst people to have to deal with. When I started with them years ago the plan I wanted and got let me watch a netflix movie and my daughter watch one, son play online game. Since the upgraded their system they down graded me. I can not even watch a movie on netflix because because it sits and buffers. It takes 90 min to watch a 45 min show. You get more buffering then I can take. I am charged $5 a month for if something goes out they fix it. About 5 yrs now I call yrs ago because the modem did not work the person that answered the phone said I need to get a new modem. They would not come out and fix it till I called back 3 times more wanting my services fixed. Not a happy experience with them. I am charged monthly all auto debit with email. I notice my bill went up quality went down. I call and I am told the $2 charge is part of the bill. About 8 months later I now have an option for other service so I call because I am now paying $10 more a month for services that do not work good enough to watch a movie. The person I 1st talked to thinking I was a new customer said for $50 I would get 3 per sec. When he looked at my acct he said the price increase was for their new package and it was 1.5. So I was down graded with package and charged more. Then he said the $2 charge was for my paper billing. My question- when did I ask for that. No they just charge me that. My next question why am I being charged more for less and nobody contacted me. The person then said that that was not right but did not fix my problem. Tech call back and said I was getting my 1.5. I asked can you watch 2 movies and play a game with that speed. He would not answer. He did say if I want better service I need to upgrade my package. I am paying $50 + now the package that was 3 per sec was $50 for new customers. About 1 hour on phone with no help.

Great service here in McAlester Oklahoma. Have been with At link for over a year and have had no issues or loss of service.

Being stuck out in the country we had only the option of satellite internet that was not too expensive unless all the data allotted was expended. I heard about Atlink and was hopeful that it could deliver, after about 2 months they had placed a tower in my area and we were able to connect. I have to say we are extremely happy, while surfing the web we are still able to watch Netflix at the same time and no buffering. I have called them for different reasons and was helped immediately, I cant say anything negative at this point. I highly recommend this company to anyone outside the city in Oklahoma.

I've been without internet for 24+ hours, spoke with Steven in customer service, he is the only one available, because he has no access to call any technicians to service the tower and is short staffed he says. So it'll be another 12-48 hours until the tower is fixed and until then we're stuck without service. Terrible customer service and 0 pride in the service of the product they are offering

Initial Business Response /* (1000, 5, 2015/02/06) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@atlink.net
Mrs. [redacted],
Thank you for your time in writing about your service.
Looks like your service was provided from Broken Arrow NW...

Micro.
AtLink service provides wireless service to our customers based on a line of site. This means the tower needs to be within sight of home. In some cases we can use another customers signal to create what we call a Micro site.
Our notes indicate we have made three attempts to the home in January to fix service.
We did not charge customer for the 951 router or the insurance, apparently an oversight but there was nothing to refund on that part.
We did a refund back to the credit card on file for Jan charge: $54.95.
Unfortunately because of wireless interference the circumstances of providing service changes and we can no longer provide a customer service.
At this time it does look like your account has been closed and credited.
I apologize for the annoyance that this may have caused to you. The company is actively working to improve service levels and your feedback has proved to be invaluable. AtLink continues to expand our service as we look forward to providing you service in the future when we have a better line of sight to your house.
Please let me know if you have any other concerns or questions, feel free to call.
[redacted]
Sales Director
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive the refund and since I paid for insurance monthly, you would not have charged me for the equipment change out to begin with. Thus, that is a non issue.
However, you don't have great signal then the area takes a power surge and immediately, no service. Absolutely no problems till that point. But did your people want to pursue the possibility that caused the problem? No.
The problem is, this company just does not want to figure out what the problem is and apparently don't have service techs qualified enough to figure it out.
Since my area is "non serviceable" now, that means everyone in our area needs to be disconnected and all of the signs advertising the service need to be taken down in our area.
I do not believe this response. Besides, the technician sent here was not experienced and really didn't know what he was doing. If this was an actual internet service company, they would keep working on it until they figured out what the issue was.
You know, when satellite came out, the first thing they asked was "Why didn't they move the pole to where they had a better line of site? Where they have it now, there is no wonder it doesn't work right."
They didn't even offer to do that and it just might have fixed the problem. The other issue, sounds like they are trying to put too many people on the same connection.
Final Business Response /* (4000, 9, 2015/02/10) */
AtLink is a line of sight service. It is an unfortunate reality of our business but when topography changes, we sometimes lose LOS for a customer. This is what happened with Ms. [redacted]'s account. There is an obstruction between the tower and Ms. [redacted]'s home. We tried to get Line of Sight back three times in January but we were unsuccessful. We ran a service call on Jan 5th, where we replaced equipment. We ran a service call on Jan 15th where we added a 3 foot pole to the antenna to try to get a better signal. On Jan 20th, we ran another service call to try a more powerful antenna and get back to a main tower. In addition, the technician tried a 6 foot pole. He was not able to restore service and had no choice but to disconnect the service for Ms. [redacted]. This was not a malicious decision. We value our customers but we will not charge a customer for spotty service that we can not resolve. We understand Ms. [redacted]'s frustration. However, we did our best to regain the service for her. Her claims that we did not try and did not replace equipment are not valid and we have already met the desired resolution with a refund. Ms. [redacted] was never charged for the Router 951 (50.00 set up fee and 10.95 per month insurance.) January's charge of 54.95 was refunded back to the card on file on January 20th, 2015.

Atlink is generally a pretty good ISP. I almost always get the speed of service that I'm paying for, with only an occasional hiccup. At one time there was a problem with their equipment installed at my house which took several trips for their service tech to resolve, but they kept trying and got it resolved, and at no extra charge to me.

What keeps me from giving them a solid positive rating is their billing deparment, and their communications in general. Twice I've had my service cut off because my credit card had expired. My service was promptly restored both times after I called them with the new card infomation, but it would have been nice if they had notified me before the cut off. When I first swtched to them they used to send monthly invoices, but I haven't received an invoice in years, probably a move to keep their expenses low.

Also, if you go to their site, they apparently have features like a customer portal, and e-mail accounts for their users, but in all the years I've been a customer I've never been offered these features, or even notified that they exist.

I realize that they are a small business, but I bet they would be doing a lot more business if they had a better policy of communication with their existing customers.

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Address: 747 N. New Haven Ave., Tulsa, Oklahoma, United States, 74115

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