Calneva Broadband

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 2 months, what am I supposed to do, just forget that I gave you $130 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..

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 12/29/16.  On 1-18-17 (please see attached print screen of ledger), he was given a 15 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: 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 $130 from me and gave me a $30 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 reliably. you 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 repaired. In a rural area such as Lebec and Frazier Park we have no real choices for internet, it's Calneva or ATT. You need to resolve this service issue or start refunding all the customers affected by this service outage. I will not accept any excuse other than a full $130 refund or the service provided as originally contracted.

DO NOT USE CALNEVA BROADBAND!
Do NOT use this service. They can not handle any technical issues, and your service will be offline appx 30% of the time. On top of that, they WILL NOT credit your account for offline time. And if you call their office to talk to someone, you will 100% for sure encounter a horrible attitude, snooty WITCHES, and sometimes even be hung up on. I wish I could leave less than 1 star. DO NOT USE THIS COMPANY! You have been warned.

The utility pole was not repaired in a timely manner, so the local lead manager tech re-engineered our line; a temp fix.  As per the previous attachments provided, you did use the internet, there was 40 gigs of usage.  We have given you  15 nays credit.  We haven't had any recent Lebec outages.  If you would like to try our service again, please call the office to reconnect (no reconnect fee).  If you want to permanently disconnect the service, please call the office so we can schedule the tech to retrieve our equipment and the remaining credit on your account can be processed and refunded.

I am rejecting this response because:CSR DID tell me we were getting 2.5 meg speed. I asked multiple times to make sure I was understanding her correctly. She said each time 2.5, she never said .25, and again I asked multiple times so there was no confusion. Again she said 2.5. Never once have we ever been compensated in the past for non service of 21 days. I personally fought with her and they wouldn't give us credit. So they are lying when they say they did. I want to see the records showing that. Do they record there calls? We could listen to the tape to see what was exactly said. One day after sending you the first message, the technician called us, which was a different man then who installed the equipment. He told us the correct speed that we are getting and that is .25 meg speed. We told him that we have been told by the CSR that we were getting 2.5 meg speed. He said that is not correct, and due to the inconvenience, he would upgrade us to the 2.5 meg speed for one month. I asked him, we won't have to pay for this right? Because if we do I don't want it. He said no, I will upgrade you for 1 month free. I said thank you very much. I didn't send you a message even though I was happy that he did that, I wanted to wait for bill to really know if we were charged or not. I got the bill 2 days ago and they are charging us $45.20 for this month. When it should be $19.95. So there was no free upgrade, no compensation of any kind for anything. From the beginning, when I changed the service to the 19.95 a month package, I asked the CSR, will my service now be really slow and hardly work? She said, nothing changes except the bandwidth. It will now be 10G and not 20G anymore. Again I always ask things multiple times to make sure. I put September bill in local drop box, located at Base Camp Pine Mountain Club CA. They are showing no payment made. If they are saying we ever got compensated, I want to see on records.

CUSTOMER COMPLAINT SAYS THEY PAY $19.95 FOR 2.5 MEG DL SPEED. CUSTOMER ACTUALLY PAYS $19.95 FOR THE FOLLOWING SERVICE: ECONOMY NET: .25 MEG DL SPEED. CSR DID NOT TELL CUSTOMER THAT SHE WAS PAYING FOR 2.5 MEG SERVICE. WE ARE NOT CONTRACTORS AND WE DO NOT FISH WALLS. WE CAN ONLY DRILL THROUGH WALLS....

IF CUSTOMERS WANT WIRES RAN THROUGH WALLS THEY HAVE TO HIRE THEIR OWN CONTRACTOR AND WE MAKE THAT KNOWN TO OUR CUSTOMERS AHEAD OF TIME. CUSTOMER WAS HUNG UP ON BY THE CSR, AFTER SHE CALLED BACK AND BEGAN YELLING AND CUSSING. OUR RECORDS INDICATE THAT THE CUSTOMER HAS BEEN GIVEN ADEQUATE CREDITS FOR LACK OF SERVICE IN THE PAST. RECORDS ALSO SHOW THAT SINCE HER CALL TO US ON 10/16/14 WE UPGRADED THE SERVICE TO A 2 MEG DL SPEED, WHICH WE CHARGE $49.95 PER MO. FOR AND WE HAVE BEEN BILLING HER FOR THE .25 DL SPEED @ $19.95 TO SHOW HER THE SPEED THAT SHE USED TO PAY FOR BEFORE SHE DOWNGRADED TO ECONOMY NET BACK IN APRIL 2014. RECORDS SHOW THAT THE CUSTOMER'S MODEM DROPPED OFFLINE 2 TIMES DURING THE MONTH OF OCTOBER 2014 AND THE CURRENT ONLINE PERCENTAGE SINCE 10/27 (LAST TIME MODEM DROPPED OFF-LINE)IS 99% ON-LINE. OUR PAYMENT DROP BOX IS LOCATED IN A REMOTE AREA AND THE TECHNICIANS PICK UP THE PAYMENTS WEEKLY. THE SUBSCRIBER LEDGER SHOWS THEY HAVE ONLY BEEN BILLED ONE LATE FEE IN ERROR AND IT WAS REVERSED. CUSTOMER IS REQUESTING THE SEPT. BILLING OF $19.95 BE WAIVED. SUB HAS RECEIVED A FREE TEMPORARY UPGRADE FOR 20 DAYS WHICH AMOUNTS TO A TOTAL OF $20.00 SO CUSTOMER HAS BEEN COMPENSATED FAIRLY. NO ADDITIONAL CREDIT WILL BE GIVEN.

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 line. I ordered in December, it's almost April now and your telling me the telephone poll has not been fixed yet ?...B.S. I 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 $125 and pick up your modem or this complaint stands !

Review: I cancelled my service in August 2015 and requested a refund for the service being out from August 4th through August 13th. Also I needed to be refunded for service for the remainder of the month which I had already paid for (August 15th - 31st). I was told that it would take 12 weeks to get a refund and that there was a $10 fee to refund. Both of these items are entirely unacceptable. I called on November 20, 2015 to ask about my refund and was told that nothing was being processed because nothing was noted on the account. I was told that they had just processed refunds for October. I was told that they would not be processing refunds for another month! I want my refund NOW for 1/2 month of service and 10 days of no service. The person I spoke to on the phone was rude and would NOT allow be to express what I wanted. This company is the WORST company I have ever dealt with.Desired Settlement: I want my refund of $43.30 NOW.

Business

Response:

CalNeva Broadband Complaint Reply:Subscriber: [redacted] Account #:[redacted] Service: Net2 $49.95 per monthAugust 2015-A road crew damaged a fiber line in our [redacted] system. Unfortunately, the majority of the subscribers were without service for 10 days. We absolutely credited them.8/10/15-Ms. [redacted] set up for auto Visa payment $49.958/12/15-Ms. [redacted] called in (the outage had not been resolved yet) and she was given a current credit of 5 days. ($8.33)8/14/15-Ms. [redacted] called again (outage resolved) and given the additional 5 days for a total of 10 days credit. (total $16.66)8/14/2015-Ms. [redacted] 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 $43.30 on her account.CalNeva's refund policy: Subscriber must request the refund, account will be noted by CSR, refund amount must be at least $20.00 after the $10.00 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 4-6 weeks. All subscribers are notified or the anticipated time line.11/20/2015-Ms. [redacted] 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 11/16/15 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 90 days for a $20 refund, so I did understand her frustration. I explained she had already been given 10 fulls days credit, the $10.00 refund processing fee, that I would process her refund in December and that it could take 4-6 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 $43.30 and after the $10.00 refund fee, she will receive a check for $33.30. 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.[redacted]

Review: Called Cal Neva Broadband customer service at 8:00 am Thursday October 16th, regarding lack of internet service. We pay $19.95 for 2.5mb/s and we get less than 10% upload for that service. That is what the call was regarding. When I spoke to the CSR, she didn't give me her name or CSR number. I first asked her what service I was paying for, just to make sure. She told me we were getting 2.5mb/s. Then I told her I was only getting less then 30mb/s,and we should be getting 250mb/s. She said we need to send a technician out there. Then when I told her we've had him out here many times, she claims the last time they were here was last year, and that is not correct. He has been here multiple times and it's only showing one service visit, that's not right. So I asked her what is he going to do, because when he installed the service, he drilled directly into my wall, into a baseboard from the front of the house. When I said that, she said, Well were not contractors. My question is, How are they legal to do installs or troubleshooting, if they are not licensed contractors? The installer and the troubleshooting technician is the same person for this area. Then I said, but still that's not a good job. She said she didn't have to listen to this. I asked her when her supervisor will be in and she said 10:00 am. I said great and hung up. I called back to tell her that I was contacting the Revdex.com because there are multiple people on this mountain that feel the same and are having the same issues with Cal Neva service, so something needs to be done about your service and she just hung up on me. We don't feel that we should have to pay for lack of service. In the past we were out of service for 21 days and would not reimburse us for anything. More than a quarter of the time, service is continuously out every month. With no reimbursement or credit made. Another issue is, they have one payment drop box with no pick up time posted, located in my area. When I use it payments are late or not recievedDesired Settlement: One month reimbursement, for 21 days non service.Month of September, that they are claiming I didn't pay for. I put the payment in the drop box located in my area.

Business

Response:

CUSTOMER COMPLAINT SAYS THEY PAY $19.95 FOR 2.5 MEG DL SPEED. CUSTOMER ACTUALLY PAYS $19.95 FOR THE FOLLOWING SERVICE: ECONOMY NET: .25 MEG DL SPEED. CSR DID NOT TELL CUSTOMER THAT SHE WAS PAYING FOR 2.5 MEG SERVICE. WE ARE NOT CONTRACTORS AND WE DO NOT FISH WALLS. WE CAN ONLY DRILL THROUGH WALLS. IF CUSTOMERS WANT WIRES RAN THROUGH WALLS THEY HAVE TO HIRE THEIR OWN CONTRACTOR AND WE MAKE THAT KNOWN TO OUR CUSTOMERS AHEAD OF TIME. CUSTOMER WAS HUNG UP ON BY THE CSR, AFTER SHE CALLED BACK AND BEGAN YELLING AND CUSSING. OUR RECORDS INDICATE THAT THE CUSTOMER HAS BEEN GIVEN ADEQUATE CREDITS FOR LACK OF SERVICE IN THE PAST. RECORDS ALSO SHOW THAT SINCE HER CALL TO US ON 10/16/14 WE UPGRADED THE SERVICE TO A 2 MEG DL SPEED, WHICH WE CHARGE $49.95 PER MO. FOR AND WE HAVE BEEN BILLING HER FOR THE .25 DL SPEED @ $19.95 TO SHOW HER THE SPEED THAT SHE USED TO PAY FOR BEFORE SHE DOWNGRADED TO ECONOMY NET BACK IN APRIL 2014. RECORDS SHOW THAT THE CUSTOMER'S MODEM DROPPED OFFLINE 2 TIMES DURING THE MONTH OF OCTOBER 2014 AND THE CURRENT ONLINE PERCENTAGE SINCE 10/27 (LAST TIME MODEM DROPPED OFF-LINE)IS 99% ON-LINE. OUR PAYMENT DROP BOX IS LOCATED IN A REMOTE AREA AND THE TECHNICIANS PICK UP THE PAYMENTS WEEKLY. THE SUBSCRIBER LEDGER SHOWS THEY HAVE ONLY BEEN BILLED ONE LATE FEE IN ERROR AND IT WAS REVERSED. CUSTOMER IS REQUESTING THE SEPT. BILLING OF $19.95 BE WAIVED. SUB HAS RECEIVED A FREE TEMPORARY UPGRADE FOR 20 DAYS WHICH AMOUNTS TO A TOTAL OF $20.00 SO CUSTOMER HAS BEEN COMPENSATED FAIRLY. NO ADDITIONAL CREDIT WILL BE GIVEN.

Consumer

Response:

I am rejecting this response because:CSR DID tell me we were getting 2.5 meg speed. I asked multiple times to make sure I was understanding her correctly. She said each time 2.5, she never said .25, and again I asked multiple times so there was no confusion. Again she said 2.5. Never once have we ever been compensated in the past for non service of 21 days. I personally fought with her and they wouldn't give us credit. So they are lying when they say they did. I want to see the records showing that. Do they record there calls? We could listen to the tape to see what was exactly said. One day after sending you the first message, the technician called us, which was a different man then who installed the equipment. He told us the correct speed that we are getting and that is .25 meg speed. We told him that we have been told by the CSR that we were getting 2.5 meg speed. He said that is not correct, and due to the inconvenience, he would upgrade us to the 2.5 meg speed for one month. I asked him, we won't have to pay for this right? Because if we do I don't want it. He said no, I will upgrade you for 1 month free. I said thank you very much. I didn't send you a message even though I was happy that he did that, I wanted to wait for bill to really know if we were charged or not. I got the bill 2 days ago and they are charging us $45.20 for this month. When it should be $19.95. So there was no free upgrade, no compensation of any kind for anything. From the beginning, when I changed the service to the 19.95 a month package, I asked the CSR, will my service now be really slow and hardly work? She said, nothing changes except the bandwidth. It will now be 10G and not 20G anymore. Again I always ask things multiple times to make sure. I put September bill in local drop box, located at Base Camp Pine Mountain Club CA. They are showing no payment made. If they are saying we ever got compensated, I want to see on records.

Business

Response:

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.

Review: I cancelled service with Calneva(computer service) on Oct. 20, 2014. They originally told me I would have my pro-rated refund of $33.00 in 12 weeks. Although I questioned the length of time I felt I was stuck+ had to wait. I recently called them on 1/21/15 + spoke with [redacted] who checked with the office manager + was told I would have my refund the end of January. On 2/9/15 I spoke with [redacted] again I was told I'd have my refund this time by the end of February. Four + one half months is excessive.Desired Settlement: refund me my money immediately.

Business

Response:

The Customer's refund was processed in the billing system on 2/25/15. A check was cut and mailed from our main office on 3/13/15.

Consumer

Response:

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

they try to bill me more then once for the same month after it was paid