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Calneva Broadband Reviews (32)

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to meTruth is, there are not many options in this area for internet service providersI do regret going though Revdex.com to get a response from the company but they do not communicateAs I write this (on my cellphone because the internet is currently out again), I tentatively accept based on their admission that their service does not always work and that the business making strides in order to improveI will do as the company advises; call every time the internet has a service issueI just ask that the company communicate with their customers and recognize lapses of service that extended beyond what is reasonable and credit the customer for the same without us having to formally complain

SERVICE HAS GREATLY IMPROVED SINCE I FILED MY COMPLAINT Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

I am rejecting this response because: You say you did not know about this service disruption before I ordered the service ?..Hmm, that makes no sense as the interruptions started almost immediately after connected....look up how many times I had to call and complain !...My wife works from home and my kid is home schooled, reliable internet is crucial to some of us, and you made us pay for a service that did not work reliably..bottom lineI ordered in December, it's almost April now and your telling me the telephone poll has not been fixed yet ?...B.SI dont even think you people are trying to fix it !!!..I am owed a full refund or working service now...you can send me a check for $and pick up your modem or this complaint stands !

We received notice that customer is "rejecting" our responseThe entire situation with the misunderstanding about meg and meg speed of service really makes no senseWe do NOT even offer a meg service, so the fact that a CSR and a tech would tell her this is incorrectWhen the customer downgraded her service on April 1st the service she had previously been paying for was a meg download speed, so again it makes no sense that she would DOWNGRADE and the receive a meg download speedSub was compensated with a faster speed than what she was paying for, for days, which amounts to a total credit of $19.95(equivalent to one full month of what she pays for)If she were credited for days of service instead of being compensated with a faster speed, the total credit would only be $We do not record our calls (we are a small business) so unfortunately we do not have a tape to listen to that would show that the customer misunderstood what she was being told regarding the speed she was supposed to be receivingThe bill the customer received for $is for two month of service and a late fee because the account is past dueWe DID NOT bill the customer for the upgraded serviceWhen any customer downgrades we explain in full detail that the speed along with the bandwidth allowances will changeOur records show the following regarding the last two payments made: Aug26th - payment in the amount of $(last four digits of money order: 0447) and Oct22nd - payment in the amount of $(last four digits of money order: 0908)Records also show the late fee charged for Septin the amount of $was reversed and credited to the customer on OctPlease also keep in mind, the due date on our bills is always the 10th of each monthThe customer is more than welcome to upgrade her service to a faster speed if she is not happy with the current speed she is paying forThe package that she is paying for is called "Economy Net" for a reasonIt is a basic connection for basic uses such as checking e-mail and regular basic browsingIt is not sufficient for downloading video, music, large files or on-line gaming, etcIt is offered to help people that need a basic internet connection but can't afford to pay for the faster, high speed internetWe make that very clear when offering that package to any customerWe, along with the customer, would like this issue to be resolved and we feel that the customer has been compensated fairly and is receiving the service that she is subscribed to

CalNeva Broadband has recently completed a fiber optics project in that area I do see that the subscriber called on 9-15-(upgraded the net package to NETand again on 9-21-17, upgrading to our highest residential UNL-ROne service call on 6-9-17-sub would not be available, just wanted modem left on porch and that was done; there are no calls to our hour tech support I do see that subscriber was given credits when there were area wide outages due to service issues or techs were working on fiber optics projects If sub is continuing to have service issues, he can call hour tech support for troubleshooting and documentation at [redacted] He can also call customer service office [redacted] to schedule a service call

I am rejecting this response because: From reading other online complaints your company knew well in advance there were serious service issues in my area yet you still allowed my start service order to be completed without ever informing me in advance ?.., you took $from me and gave me a $credit ?...I want to use this service but as I explained to your phone representatives MULTIPLE times you should not be charging residential customers a monthly fee for a service you cannot provide reliablyyou should have told me before you took my money that the service was down and you had no time frame as to when it will be repairedIn a rural area such as Lebec and Frazier Park we have no real choices for internet, it's Calneva or ATTYou need to resolve this service issue or start refunding all the customers affected by this service outageI will not accept any excuse other than a full $refund or the service provided as originally contracted

According to the local lead manager tech, the local power company [redacted] ; had a damaged power pole (in Lebec) that our cable lines are attached to This did cause some disruption of services for subscribers in that area There were no excuses given by the customer service offices, just information as we were given updates To this day, the pole has never been replaced/repaired, but our local tech has done a temporary fix.As for the credit given, Mr [redacted] connected service on 12/29/ On 1-18-(please see attached print screen of ledger), he was given a DAY credit (after having the service three weeks) Also, we offered and he accepted, a temp disconnect of services (with no reconnect fee, of course), until the service issues have been completely resolved If he does not plan to reconnect the services, there is a credit on the account A refund can be processed after he contacts the customer service office at [redacted] during regular business hours and schedules for a tech to retrieve our equipment.Thank you for the opportunity to respond and provide the correct information

I am rejecting this response because: You tell me you have not had any outages in Lebec recently ?..the whole reason I Filed this complaint is because I called last Friday to inquire about the service in my area, I specifically asked the girl on the phone if the service problem in Lebec has has been resolved or if the people of Lebec were still experiencing outages due to the pole issue, she said without hesitation that Lebec was still experiencing outages, she took my name and number said she would contact the tech and call me back..she never called back and thats why I complained..I paid for a service that did not work reliably and I was told it still don't work after waiting months, what am I supposed to do, just forget that I gave you $for intermittent service that cut us off every time we used it ?...WHEN WITH THE POLE BE FIXED, PLEASE GIVE A STRAIGHT ANSWER !..I cant use your service if it cuts out randomly, I need it to be reliable or give me my money back

CalNeva Broadband Complaint Reply:Subscriber: *** *** Account #:*** Service: Net$per monthAugust 2015-A road crew damaged a fiber line in our *** *** *** system Unfortunately, the majority of the subscribers were without service for days
We absolutely credited them.8/10/15-Ms*** set up for auto Visa payment $49.958/12/15-Ms*** called in (the outage had not been resolved yet) and she was given a current credit of days($8.33)8/14/15-Ms*** called again (outage resolved) and given the additional days for a total of days credit(total $16.66)8/14/2015-Ms*** called frustrated and canceled her service Billing was stopped on 8/14/2015, her credit card was deleted form our auto payment and the physical disconnect was made on 8/18/15.Leaving a credit of $on her account.CalNeva's refund policy: Subscriber must request the refund, account will be noted by CSR, refund amount must be at least $after the $processing fee Refunds are processes once a month.Refunds are processed mid month I run the report, then fax them to the owner and he mails a physical check The process usually takes 4-weeks All subscribers are notified or the anticipated time line.11/20/2015-Ms*** called the office and was transferred to me She was upset that she had not received her refund I checked the notes on her account and the account had not been flagged for refund She confirmed that she had not requested a refund, but assumed we would be processing a refund I did apologized and explained that I had just done the month's refunds on 11/16/and would process her's the following month She was upset and said,"you are the only company that does it this way." I did tell her that I just had to fight my previous phone company for days for a $refund, so I did understand her frustrationI explained she had already been given fulls days credit, the $refund processing fee, that I would process her refund in December and that it could take 4-weeks to receive it after being processed and her refund would be for $33.30.Attached is a image of her ledger showing the credits and dates they were given It also shows the amount left on the account $and after the $refund fee, she will receive a check for $ I apologize for the quality of the image, I do not have a scanner in the office.I will be processing refunds this afternoon. Thank you for the opportunity to respond and please contact me if I can provide any more information.***

The Customer's refund was processed in the billing system on 2/25/ A check was cut and mailed from our main office on 3/13/

We are aware that we have occasional internet service issues in Pine Mountain Club. The plant infrastructure was in very bad shape when CalNeva Broadband purchased it We have made the immediate repairs when necessary and finally have a fiber optic project in the works. All
Pine Mountain Club subscribers were mailed a letter in June with the information. (letter attached) We are also willing to credit subscribers upon request. Each of our customer service representatives keep an adjustment log and credits the noted accounts. There are three of us in the office, and none of us has received that request. I will accept this complaint as a request and have credited Mr*** *** 50% the monthly bill for PNET service. That credit totals $(please see attached print screen of ledger)According to the modem history, the modem is online 99%. Also, with the PNET service Mr*** *** has, subscribers are allowed gigs of usage each month. In October 2016, the total usage was 356,gigs (over the AUP); and in November 2016, the total usage was 392,gigs (gigs over the AUP). Subscribers do have access to their data tool at myaccount.calneva.orgThe last service call was September 29, 2016. The complaint was modem dropping offline and statused by our service tech that he swapped the modem and changed fittings(see attached) I believe I have addressed all of Mr*** *** complaints and requests. I will also forward a copy of his complaint to the local lead manager technician Thank you for the opportunity to respond *** *** CalNeva Broadband Office Manager

There's no option for less than (1) star. This "company" should not be in business. The internet connectivity is horrible. The customer service is even worse. The phone operators are rude, unhelpful and could care less if your internet is working or not. My internet works about 30% of the time.

I can tell you all what the problem is! TOM GERLARDI. TOM will do anything to save a dollar! The call center does its best with what they have and the rules to follow. It can be a struggle when there are incompetent technicians and a boss that keeps these guys possibly because he is a dollar saver and does not want to spend more on someone with more knowledge and a acceptable work ethic! Why is there a 10$ processing fee for your $ to be returned to you? How can channels be lost and the price goes up? Why wont TOM speak with angry customers? Tom does NOT care about your service problems, TOM cares about your OVERAGES and your PAST DUE bills!

I was physically punched in my face in defending TOMS poor service. TOM did say he was *sorry* that happened to me! When I gave my 3 week notice to quit all was well.I should have been paid 6-8 *my last day* but TOM choose to pay me a week later with everyone else,I am guessing that was easiest for him? I had 70 hours of vacation time available but had actually earned about 40 of those hours since I only worked 6 months of the year. I was PUNCHED IN MY FACE and he could NOT bring himself to pay me the 30 hours that I did not technically EARN! " I am sorry that happened to you" Is what I EARNED! TOM is a dollar saver!

TOM greatly lacks integrity and compassion -Terrible character defects when you are a business owner!

+1

CalNeva Broadband has recently completed a fiber optics project in that area.  I do see that the subscriber called on 9-15-17 (upgraded the net package to NET3 and again on 9-21-17, upgrading to our highest residential UNL-R. One service call on 6-9-17-sub would not be available, just wanted...

modem left on porch and that was done; there are no calls to our 24 hour tech support.  I do see that subscriber was given credits when there were area wide outages due to service issues or techs were working on fiber optics projects.  If sub is continuing to have service issues, he can call 24 hour tech support for troubleshooting and documentation at [redacted].  He can also call customer service office [redacted] to schedule a service call.

+1

SERVICE HAS GREATLY IMPROVED SINCE I FILED MY COMPLAINT. 
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

+1

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

+1

Your install fee and first month of service totaled $125.00.  (Please see attached ledger).  Your credit totaled $25.10 (15 days, half a month credit).  You had 40.4 gigs of usage on your modem for the month of February; you are allowed 50 gigs per month.  Clearly you were able to use the service.  (see attached BBX)We are aware of intermittent service issues in Pine Mountain Club and do make potential subscribers aware.  You are in Lebec, not in PMC.  The Lebec issue was not known until we started experiencing problems and our techs investigated.  As previously stated, it stems from a [redacted] utility pole that sustained damage and had not been repaired.

+1

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Truth is, there are not many options in this area for internet service providers. I do regret going though Revdex.com to get a response from the company but they do not communicate. As I write this (on my cellphone because the internet is currently out again), I tentatively accept based on their admission that their service does not always work and that the business making strides in order to improve. I will do as the company advises; call every time the internet has a service issue. I just ask that the company communicate with their customers and recognize lapses of service that extended beyond what is reasonable and credit the customer for the same without us having to formally complain.

+1

We received notice that customer is "rejecting" our response. The entire situation with the misunderstanding about .25 meg and 2.5 meg speed of service really makes no sense. We do NOT even offer a 2.5 meg service, so the fact that a CSR and a tech would tell her this is incorrect. When the customer downgraded her service on April 1st 2014 the service she had previously been paying for was a 1 meg download speed, so again it makes no sense that she would DOWNGRADE and the receive a 2.5 meg download speed. Sub was compensated with a faster speed than what she was paying for, for 19 days, which amounts to a total credit of $19.95(equivalent to one full month of what she pays for). If she were credited for 21 days of service instead of being compensated with a faster speed, the total credit would only be $14.07. We do not record our calls (we are a small business) so unfortunately we do not have a tape to listen to that would show that the customer misunderstood what she was being told regarding the speed she was supposed to be receiving. The bill the customer received for $45.20 is for two month of service and a late fee because the account is past due. We DID NOT bill the customer for the upgraded service. When any customer downgrades we explain in full detail that the speed along with the bandwidth allowances will change. Our records show the following regarding the last two payments made: Aug. 26th - payment in the amount of $19.95 (last four digits of money order: 0447) and Oct. 22nd - payment in the amount of $19.95 (last four digits of money order: 0908). Records also show the late fee charged for Sept. in the amount of $5.30 was reversed and credited to the customer on Oct. 13. Please also keep in mind, the due date on our bills is always the 10th of each month. The customer is more than welcome to upgrade her service to a faster speed if she is not happy with the current speed she is paying for. The package that she is paying for is called "Economy Net" for a reason. It is a basic connection for basic uses such as checking e-mail and regular basic browsing. It is not sufficient for downloading video, music, large files or on-line gaming, etc... It is offered to help people that need a basic internet connection but can't afford to pay for the faster, high speed internet. We make that very clear when offering that package to any customer. We, along with the customer, would like this issue to be resolved and we feel that the customer has been compensated fairly and is receiving the service that she is subscribed to.

+1

The fiber project is progressing. With the modem history and usage (constantly going over the AUP); documentation previously provided, the internet is working.  CalNeva Broadband is not disputing that there are occasional interruptions or speed issues; and the account has been credited.  We do have a 24 hour tech support number 866-821-8280.  When experiencing a problem, I suggest calling them to troubleshoot/document the incident..  As per the previous response, we are happy to credit for service issues.  It must be requested by a subscriber and verification of service issues (eg. documented in 24 hour tech support ticket, status of completed service call).  Thank you.

+1
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Description: Internet Services

Address: 322 Ash Street, Westwood, California, United States, 96137

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