Cyberonic Internet Communications, Inc

I honestly could not have had a worse experience. I signed up for a "free trial" and was billed the minute the equipment was sent to me but before I had even set it up. It was used, scratched equipment that came loosely packed with NO INSTRUCTIONS. When I went to plug in the router it sparked and died. I called back and they sent me a second router again used, no instructions.. it was also faulty. They then sent me a third router (I'm now three weeks into this). This router worked no problem.. powered up but I couldn't get it to work. So I called tech support yet again and found out I needed a password from them (helpful piece of information) and discovered that the signal was not strong enough with the antennae they provided. They recommended I order a $170. roof-top antennae from [redacted] to get it to work. I called [redacted] 3 times to try to get some help choosing an antennae and got voice mail all three times. ... You get the picture here? I've made a part-time career out of making this stuff work since I've already been billed $419. plus $170. for the antennae AND shut off my satellite internet. I then order an antennae from [redacted] and I call billing to make sure that they don't start my free trial until that day because I haven't had a signal and only that day got the antennae. Now this is the part that puts me over the edge..... the rep starts giving me a hard time about the two faulty routers saying it was "highly unusual" that they both died the way they did and that they couldn't give me the full 10 day free trial because "it's been a long time.".. OMG I was apoplectic. The number of hours and amount of money I had spent on this project and somehow it is my fault. I own my own business and would be mortified if I heard that any of my customers had been treated in this manner. Run... don't walk away from this company... the other negative reviewers are not lying. I packed up the equipment and sent it back [redacted] Not optimistic I'll get my $419. back based on others' experience.

This company will not treat you with respect. They over promise and under deliver. They provided us with equipment that immediately broke down. We were without internet access for 6 days. When we filed a complaint with the Revdex.com, they discontinued our service, but did not return our money. They have lied to the Revdex.com and called my wife a liar on the phone. You speak with one person and then they call you back (the same person) pretending to be someone else. This company is not customer oriented or customer friendly. If you have ANY OTHER options for internet service, you do not want to use these people.

Cyberonic is not honoring pricing and services after they lost one of thier internet service providers.Internet connections dropped without warning on [redacted] 2015. I was told that I would be transfered from [redacted] to a new plan with [redacted] or [redacted] Wireless and my pricing and plan would remain the same. After speaking with a sales respresentative I was told my data allowance would be cut in half (down to 30 Gigabits) and the price would increase [redacted]Desired SettlementI would like cyberonics to provide me the internet service at price and data allowance honored through their email correspondence to me. Which would be 60 gigabits of 4G LTE data at [redacted] monthly.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]As you are aware, due to an abrupt decision by one of our upstream providers to discontinue one of our wireless plans, many of our customers' Internet connections dropped without warning on [redacted] 2015. At the time of this writing, most customers' transitions have been completed, and their service has been restored. Unfortunately, we are not able to continue to offer your current package, however we have several options available that we have discussed with you.Please accept our sincere apologies for any inconvenience caused by this service interruption. We believe that this new network offers more reliable service and a better customer experience, and think you'll be very happy with the service once you're back up and running. We appreciate your patience as we work to resolve this issue, and if you have any further questions, please don't hesitate to contact us at [redacted]. Thank you.Sincerely, [redacted]XXX-XXX-XXXXConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have not yet had my service restored and I was not orginally told about other service options until after filing this complaint. I received a new hotspot last Friday and the device was defective. So I am still waiting for my service.Final Business Response Service has been restored to most of our customers affected by the network transition.Downtime credit is in the process of being awarded. The credit [redacted] be applied to your monthly [redacted] as soon as possible. Please allow 30 days for this process.Please see USPS tracking XXXXXXXXXXXXXXXXXXXXXX for the shipment. Due to the high volume of phone calls during this transition, we have increased our staff to serve our customers inquires as quickly as possible. We appreciate your patience and are sorry for any inconvenience this has caused.Thank you.[redacted]

Unlimited Internet plan changed unbeknownst to us with no notification. As a result of change, they imposed data cap resulting in suspended service.My husband and I live in a rural area outside of Beaumont, TX. Since there were no high speed internet options available to us through known providers such as Time Warner, Comcast or At&T, we searched for an alternative that would give us unlimited data. We signed up for internet service through Cyberonic Internet Communications, Inc. in [redacted] of 2014. We signed up for an Unlimited Plan with a dismal "up to 3 Mbps download speeds" for $119.00 a month. We encountered some issues with equipment along the way, having short periods of no internet while we waited for replacement equipment, but our biggest issue just recently transpired. On July 23, 2015, we received an email from Cyberonic stating that they had service interruption that was in the process of being repaired and that the estimated time of repair would be [redacted] 2015 by [redacted] The next day came and another email was sent out stating that one of their upstream providers was experiencing an issue that was affecting customers on the [redacted] network, which was our "provider". They expected a resolution by [redacted] p.m. later that day. Needless to say, that it was not. They informed us that they would be providing credit for down time once the issue was resolved. Later that day, yet another email was sent out informing us that one of their upstream providers were discontinuing one of their wireless plans in our area and that they were transferring us over to their [redacted] Wireless plans. They stated that they would be shipping out new equipment, but that the pricing and data plan would stay the same. We received our new equipment after two weeks with no internet, installed it, and resumed using the internet. About a month later on [redacted] 2015, I received an email from Cyberonic stating that we were on a 3G Wireless Surf Plan and that we were allowed no more than 20 GB per month! We were NEVER informed that we were no longer on an Unlimited data plan. They were never open with us about the changes they had made or even had the courtesy to email or call us, keeping us completely in the dark. They had stated in their previous email that the pricing and data plan would remain the same, but it did not, which was completely misleading. As of today, [redacted] 2015, we have been without internet service since [redacted] 2015. Since we had exceeded the imposed 20 GB per month (which we had no clue about this change), our service was suspended. I am seriously appalled at this kind of deception.Desired SettlementWe want a refund on the credit we are owed for the down time in service. Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted] 2015Re: Complaint Revdex.com CASE#: XXXXXXDear [redacted] ,As you are aware, due to an abrupt decision by one of our upstream providers to discontinue one of our wireless plans, many of our customers' Internet connections dropped without warning on [redacted] 2015. At the time of this writing, most customers' transitions have been completed, and their service has been restored. Due to the high volume of phone calls during this transition, we have increased our staff to serve our customers inquires as quickly as possible. According to our Customer Service log, we have spoke with you on [redacted] and discussed your reported issue.Downtime credit is in the process of being awarded. A refund will be issued as soon as possible. Please allow up to 30 days.We appreciate your patience and if you have any further questions, please don't hesitate to contact me at XXX-XXX-XXXX.Thank you.Sincerely,[redacted]XXX-XXX-XXXXConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)

Charged my credit card when I never signed up for the service.I called cyberonics in July to inquire about internet service. I decided to get the service and gave my credit card number to the sales rep. He said before anything was activated he would email me the subscription agreement. Once I signed it we would be ready to go. He never sent the agreement and my emails to the company went unanswered. I never received any equipment either. Imagine my surprise when a few weeks later I see a charge of just under $400 on my credit card. I called the billing number and sat on hold for 30 minutes. Called back and selected sales and was connected to someone in minutes. One of the most apathetic people I have ever dealt with but said they would cancel my order and that the women in billing "might get to my refund today but it could take longer".Desired SettlementWant my refund processed immediately, this company never had the authorization to charge my card in the first place and give the terrible support I've received from this company assume it's 3 people working part time from someone's garage. No real company operates like this.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@cyberonic.comJuly 30, 2014Re: [redacted] To Whom It May Concern:Mr. [redacted] signed up for Cyberonic Wireless 3g service on July, XX XXXX. Cyberonic Customer service then reviewed the information gathered on signup and emailed a copy of our wireless terms of service to Mr. [redacted]. We also recorded the telephone conversation during sign up. It is normal that if a customer is interested in purchasing a service or product, that he or she [redacted] provide a credit card number to pay for it. In this case, Mr. [redacted] used his credit card and paid for the service. It is mind boggling and rather shocking that he claims he never intended to purchase the service and then went ahead and gave his credit card for the purchase anyway. Mr. [redacted] contacted Cyberonic on Sunday afternoon, July 27, and was advised to call back Monday to speak with a billing representative. Mr. [redacted] called back on Monday morning, July 28, requested a cancellation, and a full refund credit was issued. The billing representative he spoke to informed him that the refund may take up to 72 hours for his bank to process. Unfortunately, at this point we cannot do anything beyond what we have already done, and Mr. [redacted] needs to be patient while his bank processes the refund. Cyberonic has been in business for over 16 years and providing superb customer service is one of our main successes. Mr. [redacted] may call me at XXX-XXX-XXXX with any questions in this regard. Please let us know if you require any additional information and we would be happy to provide it. Thank youSincerely[redacted]ManagerXXX-XXX-XXXXConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted] please get your facts straight.1) I was told I needed to review the terms of service / contract before I could use the service or would be charged. I was told the terms of service would be emailed to me - twice - and they never were. As of this moment I have still never received terms of service. 2) No equipment was ever shipped to me to use the service.3) No one ever told me it would take 72 hours for a refund to be processed.4) Tons of online reviewers would disagree with your claim that providing exceptional service is one of your successes. Your sales and service folks strike me as some of the most apathetic people I have ever dealt with in a customer service capacity.If and when I see my refund I'll be happy to close this but until then open it shall remain.[redacted]Final Business Response We have issued two refunds prior to Mr. [redacted] filing with Revdex.com. We have emailed and explained on the phone to Mr. [redacted] of these refunds several times. We have also advised Mr. [redacted] to not provide his credit card and personal information to purchase a service if he doesn't intend to do so. We have done whatever we could to satisfy Mr. [redacted] requests in a timely manner. At this point, we suggest that Mr. [redacted] contact Ms. [redacted] at Revdex.com who is very knowledgeable and can be a great assistance, and to obtain copies of refund receipts that we have provided. In addition, I am sure that Ms. [redacted] be able to explain to Mr. [redacted] the importance of using credit card and personal information when you "do or do not" intend buying a service online. If you have additional questions, or if we can be of further assistance, please let us know.Thank you.Moe YounesXXX-XXX-XXXX

I have returned equipment & want my refund . I can't not get anyone to respond to my request ! I have been trying to contact someone for over a monthCan someone please answer my email! I have tried several times to get answers by emailing & calling to no avail! Before my 10days was up I tried to get an answer to the address of where to send equipment back for a refund & to cancel service only to get NO answer.Equipment was mailed back today! When will the equipment fee of [redacted] plus this months bill of [redacted] since service was hardly used or working properly for a total refund of [redacted] be sent to my checking account asap! Tracking number USPS XXXXXXXXXXXXXXXXXXXXXXDesired SettlementI want my refund of [redacted] sent to my bank account!Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted] 2015Re: Complaint Revdex.com CASE#: XXXXXXDear [redacted],As you are aware, due to an abrupt decision by one of our upstream providers to discontinue one of our wireless plans, many of our customers' Internet connections dropped without warning on [redacted] 2015. At the time of this writing, most customers' transitions have been completed, and their service has been restored.Due to the high volume of phone calls during this transition, we have increased our staff to serve our customers inquires as quickly as possible. According to our Customer Service log, we have spoke with you on [redacted] and discussed your reported issue.Downtime credit is in the process of being awarded. A refund will be issued as soon as possible. Please allow up to 30 days.Please check your email for your cancellation confirmation that you have requested.We appreciate your patience and if you have any further questions, please don't hesitate to contact me at XXX-XXX-XXXX.Thank you.Sincerely,[redacted]XXX-XXX-XXXXConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Request was finally address & the refund is now being processed for the returned equipment, this was all I wanted thank you for resolving this issue! [redacted]

This company sends used equipment out that does not workThey do not train tech support people to troubleshootThey won't give me my money back.In mid [redacted] I contacted this company to get new internet on my boat in Monterey, [redacted]They say they specialize in hard to reach placesThey would send equipment that would work with all the wireless equipment on my boat.(IPhone, printer, computers) I agreed to try them on [redacted] They were going to send me the equipment, when I received it, I would set it up and get a day trial period to see if it would workI gave them my debt card number, they took out [redacted] which they said was an equipment fee and the first months internet, then another [redacted] for postage.The first [redacted] Router sent was not set up as a wireless router so I could not use my printer or other computersThey said they had to send me a new router that had the wireless setupThey sent me a second set of equipment, which they sent to the wrong address so it took me another day to get itAs tech support and I are trying to set this router up, it also does not workTech support tells me oops bad router, we will send you a different brand, so I am still not set up with them and I am going to be getting my third set of equipment from themThe third set of equipment, was again sent to the wrong address and it took me a few days to get itWhen the third set of equipment came in, it was a different brand, a [redacted] routerWe set this equipment up and it workedI started my ten day trial on [redacted] On [redacted] 2014, I was billed [redacted] for my next months service, I had not even finished my day trial, where my service was not that great; service was slow, lots of buffering when watching videos etcOn [redacted] the internet went out at 12:PMand I called to let them knowThey said they would reset and I should be fineI was out all that day, and the next day, it still wasn't up, I called again, and they told me they had reset it at 6:PM the night before, 1/hours after I called, but I still wasn't upAfter being out for another few days I talked to another tech support personThey said my wireless card on the [redacted] should be flashing and so they would send me another oneInstead of the wireless card, they sent me another [redacted] routerThe router had broken pieces in the boxI spend 1/hour on the phone with [redacted] the only person in the company that has any morals or ethicsWe tried to set up this router on all my computers, it did not workThe security key had not been set up and the wireless router part did not work[redacted] said he would talk to his supervisor, that it was ridiculous that I had sets of equipment sent to me and none of them workedAfter spending all the time [redacted] we ended up getting the [redacted] to work againIt worked for 1/days and went down againI called and talked to another tech person and they said they would send me another set of equipmentNow the supervisor [redacted] gets involved, because they think I am requesting new equipment, which I never did, the tech support people are the one who kept saying, they would sent new equipment[redacted] tells me he contacted [redacted] and that they said that they could not get a signal to me, so they would have to cancel my serviceHe said I would have to talk to Billing to get a refundBilling tells me I can't get my money back because it wasn't an equipment fee it was an activation feeI feel if they cannot provide a signal to me, they should refund me my activation feeI know that they could get me a signal, because they were on [redacted] lines, and I now have a [redacted] hot spot that works great, so there is no signal problem hereAll my personal equipment has been checked and works properlyNow that I am back up with the [redacted] hot spot I have no internet problemsI only had them when I was with [redacted]Desired SettlementI would like some of my money backI have paid them [redacted] I work on my boat and I was without internet for almost weeksI am a bookkeeper and [redacted] is one of my busiest months because of 1099's and W 2'sI had to go to one of my clients and use her office to do the work I usually do on my boatThis was a huge inconvenience and cost me time and money.I had to cancel my debit card, so they could not take any more of my money, that was another fee plus two weeks without the card while a new one was being issued.[redacted] - $ [redacted]I would like a minimum of [redacted]I would like them to send me a check for this amountWhen I have proof that they have sent me the money, I will send their equipment back.Their equipment is packed and in my car, with the label on ready to goI will send it back to them, when I have proof of a refundThey have not done anything they said they would so far, so I have no trust in them sending me my moneyIf I send them the equipment, I will have no leverage, and they have already lied to me a number of times.I have no need for their useless equipment, other than to prove it doesn't work, so I will send it back, but first they need to prove to me that they WILL REFUND my money.[redacted] XXXXX.Business Response March 3, 2015Re: [redacted], [redacted]To Whom It May Concern:Ms[redacted] signed up for Cyberonic Wireless 3g service on [redacted] Cyberonic Customer Service then reviewed the information gathered on signup and emailed a copy of our wireless terms of service to Ms[redacted]An additional copy was sent via USPS priority mail shortly thereafter, along with the hardware required to provide serviceWe also recorded our telephone conversation with Ms[redacted] during sign upDue to the nature of wireless service, we offer our customers a day trial periodIf, during this trial period, the customer decides to cancel for any reason, they can return the equipment that was shipped to them and receive a full refund.Ms[redacted] contacted us to report a slow speed issue using the service in her boatOur technical support staff worked closely with Ms[redacted] to resolve the issue by sending out several different types of routers and antennasWe ultimately discovered that the slowness she was experiencing was being caused by signal interference in the area where her boat travels and its surroundings, and unfortunately, there was nothing we could do to resolve the issueWe ended up agreeing to refund her a total of [redacted] However, per Cyberonic's Terms of Service, before this refund can be issued we must first receive the pieces of wireless equipment we had previously sent herIt is not an unusual practice for a vendor to require that equipment be returned before money is refundedWe have already discussed all of this with Ms[redacted] via telephone, and have provided her with a prepaid shipping label so the equipment can be returned at no cost to her.Ms[redacted] may call me at XXX-XXX-XXXX with any questions in this regardPlease let us know if you require any additional information and we would be happy to provide it.Thank youSincerely[redacted]XXX-XXX-XXXXConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have spend hours on the phone with the people from Cyberonic including with the ManagerI have several points I would like to makeI never received any paperwork to SIGN for Terms and AgreementI was told over the phone that I would be agreeing to a year contract after the day trial periodThe ten day trial period was suppose to start when I had working equipmentThe first two sets of equipment did not work as a wireless router and internet signal providerThe first set of equipment had two sheets of paper, one was a easy plug in and go sheet and a Terms and Agreement sheetAs well in the box was the return paperwork from someone else who had sent back the equipment because it didn't workNone of the next three sets of equipment had ANY paperwork whatsoeverI have sent back the first two sets of equipment, and will send back the two I have (packaged in my car ready to be shipped back when I have some satisfaction.)The [redacted] told me there is a day trail periodWith every piece of equipment they sent me, they assured me, that my ten day trail would not start until I was set up with working equipmentInstead, they started my billing from the day they shipped me the first set of equipmentThey may have recorded my phone calls, that would be great, I will have some proof of my conversations with the Tech support people, the [redacted] and the [redacted] We were able to get the third set of equipment workingIt was a different brand then the first two and I was able to successfully set up my internet as of [redacted] I was billed for my second month of service on [redacted] nine days into my day trialMy internet worked acceptably (slow and lots of buffering, but I never complained about speed) until [redacted] I contacted Cyberonic not for slow speed, but for NO INTERNET SERVICEI was told they would reset and I should be back upStill no internet after hours, I called again and talked with tech supportWe went through a bunch of tests and the tech support person determined that the [redacted] wireless card was not working and they should sent me a new oneInstead of sending me a new wireless care, they sent me a different [redacted] routerI opened the box, the there were broken parts in the boxI called and spend 1/hours on the phone with a wonderful Tech Support personI got out all of my different computers that needed to hooked up and we could not hook up any of themThe router had not been set up to receive wireless signal and there was not a security lock of the wireless signal to point out problems with itHe agreed that sets of equipment was ridiculous and he would talk to the [redacted] I had tried to get to a [redacted] but no one would give me a name of a [redacted] or the owner of the companyWe managed to get the [redacted] to work again for 1/days, then my internet went down again for goodWhen I was finally allowed to talk to the [redacted] he told me that he could not get a signal to me here and they would have to cancel my account, but the [redacted] informed me that I was not entitled to a refund because the upfront money, was not an equipment fee, which is what I was told it was, but an Activation feeNow I see they are willing to return that money to meThey did not offer me that before, and that is great, I just want the whole story told here.In fact Cyberonic uses [redacted] lines, and we have an excellent [redacted] signal hereI do not expect that the wireless signal would be great if we are out sailing, (but the [redacted] spot I now have works find in the bay)I have had wireless on my boat for years, I just thought I would try and do something to save a little moneyThis was not it, I am back to the wireless hot spot that costs more but is reliableAgain I say this is the SAME SIGNAL they say they can not give to meI will accept the money they have offered, when I see the money, I will send the equipmentI think that is fairFinal Business Response March 13, 2015Re: [redacted], [redacted]We have received Ms[redacted]'s response, however, as was already explained to her several times, the issue that she was experiencing was being caused by signal interference in the area where her boat travels and its surroundingsWe have already done everything possible within reason to resolve the signal issues she was experiencingUnfortunately, her continued unwillingness to accept the technological limitations of the wireless service does not change the fact that it is technically not feasible for us to provide service in her area at this timeSince there is currently nothing else we can do to resolve her issue from a technical standpoint, we have agreed to refund her the total of [redacted] that she requestedPer Cyberonic's Terms of Service, before this refund can be issued we must first receive the pieces of wireless equipment (valued at [redacted] that we had previously sent herWe have already discussed all of this with Ms[redacted] via telephone, and have provided her with a prepaid shipping label so the equipment can be returned at no cost to her.Ms[redacted] may call me at XXX-XXX-XXXX with any questions in this regardPlease let us know if you require any additional information and we would be happy to provide it.Thank youSincerely[redacted]XXX-XXX-XXXXFinal Consumer Response

This is an internet provider we have been without internet since [redacted] today is the [redacted] still no Internet won't have Internet until after the The problem is we pay for a service Internet and they cut off the internet on the [redacted] of [redacted] we paid in full until the first of August they say there's some internet issue that is not my problem I paid for a service I expect the serviceThey send out emails stating they are working on resolving the issue tomorrow will be days...Desired SettlementFix the problem or send me the [redacted] back for the equipment charge because I haven't gotten [redacted] worth of anything from this company plus we spend [redacted] a month for the service or not receiving any service that's ridiculousBusiness Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]A replacement equipment was shipped on [redacted] via USPS Priority mailTracking number XXXXXXXXXXXXXXXXXXXXXXThank you[redacted]XXX-XXX-XXXXConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I don't accept their response because they say they're going to give us a credit but I have yet to see the credit on my billFinal Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)We have received the part that goes on their gadget to receive Internet yes this is true however we have not been told what our credit will be and secondly I'm receiving email after email after email with different usages on it so when when my husband called on [redacted] to find out what that was all about we were informed that we were no longer on the unlimited plan we never change the plans we've always been paying the hundred and twenty dollars a month for the unlimited plan 3G and all the sudden were told that we're going to be weird that plan never existed or it doesn't exist anymore also when I called about it last week the man told me that all know you are on a limited plan so which is it are we no longer on an unlimited plan or we on an unlimited plan I would like to know this is ridiculous they can't keep anything straight but they don't have a problem taking my hundred twenty dollars a monthFinal Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]Mr[redacted] has been in contact with us in several occasions and spoke to several representatives during the period that we were experiencing unusual high volume of the phone call due to our network issueWe have sent him a new wireless device on [redacted] Despite all the reasonable efforts to keep Mr[redacted] happy during this unfortunate network transition, Mr[redacted] attitude, language and high tone of voice communicating with our staff were inappropriate and not respectful that we do not tolerate.I have called and left several messagesMr[redacted] is currently under no contractual obligation to remain a Cyberonic customerHis current agreement is month to month and he is free to cancel at any time If Mr[redacted] chose to continue using our service, we request that he adheres to our agreement under the "Limitation and Terms of Wireless 3g/4g Services" sectionIf he is reluctant to agree with our Terms of Service, he must cancel and discontinue using our service immediatelyHis current service plan is 3G Surf and he is not on unlimited downloading service.As previously stated, In order to resolve this matter amicably, we have issued a downtime creditPlease let us know if you require any additional information and we would be happy to provide it

Company changed my service to a lesser service costing more withoutvky consent. Initial contract signed states I was to get 60 g of internet for [redacted] Initial contract was for 60 g of internet at [redacted] they changed me to 30 g internet for [redacted] without my consent. I have been out of internet for three weeks as I have requested a change in plan and they keep stating they will send out the new equipment, but never do. I homeschool my children and my wife and I are online students and are suffering due to the actions of this company.Desired SettlementChange me either back to a 60 g plan at [redacted] or give me the 3g unlimited plan I've requested for [redacted]Business Response As you are aware, due to an abrupt decision by one of our upstream providers to discontinue one of our wireless plans, many of our customers' Internet connections dropped without warning on [redacted] 2015. At the time of this writing, most customers' transitions have been completed, and their service has been restored.Unfortunately, we are not able to continue to offer your current package, however we have several options available that we have discussed with you.Please accept our sincere apologies for any inconvenience caused by this service interruption. We believe that this new network offers more reliable service and a better customer experience, and think you'll be very happy with the service once you're back up and running. We appreciate your patience as we work to resolve this issue, and if you have any further questions, please don't hesitate to contact us at XXX-XXX-XXXX. Thank you.Sincerely, [redacted]XXX-XXX-XXXXConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)No longer wish to do business with this company

Company charging my credit card monthly but I have no serviceI have had this company for about 7 months. Back in [redacted] the internet suddenly stopped working. After a week with no internet we received notification that sprint had canceled their contract with Cyberonic, therefore their customers were without service. They kept sending emails that they were shipping new equipment. It took them a month to get me my new equipment, which ended up not working. I am now on my third set of equipment and it's not working. They kept promising a credit to our bill, and nothing. they just keep taking from my credit card and I have had zero service. I want the last three months refunded to my credit card, [redacted] per month, and I want a resolution to my internet problem.Desired SettlementI want a refund for the last three months service, so [redacted] I want new equipment sent that is going to work. I want follow up on their end that the problem is resolved. No one seems to care and whoever owns this company does not seem worried.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]Re: Complaint Revdex.com CASE#: XXXXXXDear [redacted],As you are aware, due to an abrupt decision by one of our upstream providers to discontinue one of our wireless plans, many of our customers' Internet connections dropped without warning on Thursday [redacted] 2015. At the time of this writing, most customers' transitions have been completed, and their service has been restored. Due to the high volume of phone calls during this transition, we have increased our staff to serve our customers inquires as quickly as possible. According to our Customer Service log, we have attempted to call you at XXX-XXX-XXXX and left several messages to discuss your reported issue with no response.Downtime credit is in the process of being awarded. A refund will be issued as soon as possible. Please allow up to 30 days.We appreciate your patience and if you have any further questions, please don't hesitate to contact me at XXX-XXX-XXXX.Thank you.Sincerely,[redacted]XXX-XXX-XXXX

They stopped providing a service I ordered but continued billing me, won't issue a refund for undelivered service until equipment I bought is returnedI ordered their unlimited internet service at the end of [redacted] 2015, on the 23 of [redacted] 2015 my service suddenly stopped. Service required the purchase of [redacted] worth of equipment and cost [redacted] a month. I have now been billed for 3 months of service, effectively paying a total of [redacted] for 7 weeks of internet. The company can no longer provide the service I contracted for, what they can provide in no where near what I ordered yet I had to go out of my way to get the information from them while they continued billing for undelivered services. Although I purchased the access equipment they refuse to cancel my account and refund they amount for services that weren't fulfilled until they receive the equipment back which is to be shipped with tracking apparently at my own expense even though they are the ones who broke the terms of the agreement I signed up for. They are essentially stealing as I have been billed for the month of [redacted] when no service was available nor have they provided me with anything that would make it possible for me to access their service this month as new equipment would have been required. Further while they took the money as a direct deduction from my bank card I will have to wait for a check in the mail to get it back, again that's after I send back the equipment I technically own with tracking at my own expense. The lack of ethics displayed blows my mind, the fact that I had to call repeatedly to learn my service was no longer available while they continued to charge my bank account for the service is flatly shocking.Desired SettlementI feel they need to pay for the shipping of their equipment because it wouldn't be going back if they actually provided what I paid for. Further they need to immediately clse my account and cease any further billing, immediately issue a refund to my credit card for undelivered services, and once they get the equipment I paid for back, return the equipment fee because I would have never bought it if I had been told at the time it would only work for 7 weeks. Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]As you are aware, due to an abrupt decision by one of our upstream providers to discontinue one of our wireless plans, many of our customers' Internet connections dropped without warning on Thursday [redacted] 23, 2015. At the time of this writing, most customers' transitions have been completed, and their service has been restored. Unfortunately, we are not able to continue to offer your current package, however we have several options available that we have discussed with you. Please allow 7 days to process the down time credit.Please accept our sincere apologies for any inconvenience caused by this service interruption. We believe that this new network offers more reliable service and a better customer experience, and think you'll be very happy with the service once you're back up and running. We appreciate your patience as we work to resolve this issue, and if you have any further questions, please don't hesitate to contact us at [redacted] Thank you.Sincerely, [redacted]XXX-XXX-XXXXConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)It would appear the majority of the contents of my original complaint was ignored. As I stated, the services offered in place of the ones I originally ordered are no where near the same, and are far more expensive for what you get, as such I am not interesting in restoring service. My complaint is regarding the refund process and whether I will even be granted a refund for certain things. I purchased equipment, that means at the time I chose to cancel my service I owned the equipment, not Cyberonics. Cyberonics held all refunds, including the refund for the services they failed to deliver, from me until they received the equipment I owned back in their offices. They received the equipment last week and state that they have refunded the undelivered services to my account, though I have yet to actually see the refund in my account I trust that is strictly due to processing time. That said since they demanded I return a product I bought and paid for they need to refund the $250 I paid to them for the equipment. If they fail to do so they will have essentially stolen from me through the process of holding money that was rightfully mine hostage on the contingency that they receive a piece of equipment that I legally owned. Because they are now in possession of the equipment they need to refund the purchase price of the equipment to me. As I stated in my original complaint, I would have never ordered the service from them or purchased the equipment in the first place if I had known I would only have the service they sold me for 7 weeks, I wanted what I ordered not something else. After receiving the notification that I was being refunded the undelivered services I sent an inquiry about the equipment and when I might expect a refund for the purchase price of it. That was two days ago and I have yet to hear back from Cyberonics. Again I want to stress purchasing the equipment was a requirement for service, it was not an equipment lease or rental, it was an equipment purchase. Because they required I return the equipment, at my own expense, this issue will not be settled until they issue a refund for the equipment. When I initially called to cancel the service I was led to believe that the equipment purchase price would be refunded to me as well. As seems to be typical with Cyberonics, I can't seem to get anyone to respond to me with an answer on anything. Mind you Cyberonics never made an effort to contact me through the length of this issue, from learning they were not going to be restoring the service I had, what packages they were going to offer, to service termination I had to initiate everything while they continued to debit my account for a service they could no longer deliver. I was more than patient with them, only going through the effort to reach them myself in the third week of having no service, I dealt with them in good faith and they delivered very poor customer service in return. Through the term of this ordeal the only thing they did is deliver form emails with vague information, I sent a couple of email inquiries as they were impacting both my college degree and my husband's business while they were not delivering my internet service and they never responded. Eventually they stopped even sending the email updates to me, that is when I finally had to initiate the cancellation and refund process. Even if they could have restored the same service to me, their lack of basic customer service and failure to respond to their clients in regards to an issue they are 100% responsible for would have made me seek service elsewhere. It shows directly how little their customers actually matter, all that matters is their money, which they had no problem taking while failing to communicate directly. I want the purchase price of the equipment refunded to me. I want to know when it will be refunded since they are in possession of the equipment, and I want to know in what fashion I will receive the refund. That is the only way this matter can be settled. The fact that the only apologetic exchange they have delivered to me is in the context of a public forum where potential new customers might see it is really offensive, had they shown such tact sooner I might have considered them an option in the future if a better package were to become available, but I certainly wouldn't recommend them now.Final Business Response Ms. [redacted] contacted us to cancel her service on [redacted] 10th . Per Cyberonic's Terms of Service, http://cyberonic.com/terms of service-shtml/ Please see section: Upon the end of the term or termination of service, User agrees to return the CYBERONIC INTERNET COMMUNICATIONS, INC. provided equipment at User's sole expense within 30 days, or will incur [redacted] equipment charges.Ms. [redacted] is liable to return our equipment to finalize the cancellation process and then we [redacted] issue him a refund. We have already discussed all of this with Ms. [redacted] via telephone and email. Ms. [redacted] may call me at XXX-XXX-XXXX with any questions in this regard. Please let us know if you require any additional information and we would be happy to provide it.Thank youSincerely[redacted]ManagerFinal Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Cyberonics has unfortunately made it clear they have no intention of honoring the verbal agreement they made with me upon the determination that they would no longer be capable of fulfilling the agreement we initially entered into. They insist on holding me to an agreement I never received but they claim they sent, though I did verbally inform them at service initiation I never received the agreement, they failed to rectify that before having billed me and services were already running. It is extremely unfortunate they are such an unethical company and [redacted] willingly and knowing lie directly to their customers to avoid having to treat people fairly. Consumers should be warned as I would never have been accepting of paying what has ultimately cost me [redacted] a month for slow internet service that lasted less than two months. They can claim what ever they like, the fact is on our last phone conversation regarding this issue with cyberonics the representative stated yes when I mentioned that I had been assured I would be refunded the [redacted] I was told at the time I ordered service was an equipment fee, not a programming fee, and yet here they are denying it. It is really very unfortunate that they treat customers in such a devalued fashion after failing to deliver service or mitigate the issues they created by not maintaining their provider contracts in a manner that wouldn't impact their customer base negatively at length. Unless they refund the [redacted] that I was told would be refunded when I had to seek a solution to the no service issue myself, the issue cannot be resolved.

Due to some un-explainable carrier issue, my internet service was turned off. Cyberonic has be extremely slow to respond and fix the problem.[redacted] my [redacted] internet was turned off. It took over a week and 7 hours of telephone hold/talk time to get a new card. It needed a directional antenna which I own. However, I needed a direction to point it to. It took numerous days and another 5 hours of hold/talk time to get a direction. Due to hot conditions I could only get on the roof to adjust the antenna late in the evenings. After 6 evenings/nights of adjustments, I still had very poor internet and again reached out to cyberonic. I was promised a new air card with another provider would be shipped out on Monday [redacted] with delivery on Wednesday. When I did not recieve an email confirmation I called back and was told it would ship [redacted] Again nothing. I called today, [redacted] to get more information and was cut off/dropped 3 times. No return calls. I called back and eventually got a live person. Went to a supervisor who said she we get it mailed out immediately. I was placed on hold while she did that....I got dropped. I called back and went into a queue for 12 minutes and got dropped. I called back and left a very strongly worded (not profane) message because I didn't expect to get through. I have not been able to get to billing to receive a credit for essentially a month of downtime and cannot seem to get decent internet service back. All I want to to have my 1 to 2 mbs internet service back and no-one at cyberonic seems to care. I have put over 14 hours in phone time over this issue (most of it on hold). I have explained the situation as calmly as possible to whomever answers the phone. But at the end of the day, nothing has been fixed. Hopefully the weight of the Revdex.com can light a fire under this company to take care of its customers. I have been actively searching for a replacement, but they have a near monopoly on the rural internet market aside from satellite which is a downgrade in service. I feel like they know I have to stay with them and just don't care how long it takes to correct the problem.Thanks,[redacted]Desired SettlementSimply 2 things: 1. I want my internet service back to pre-breakdown levels of 1 - 2 mbs speeds.2. I want a full month credit for the no service /limited service period. I feel I am entitled to at least that much based on the amount of work I put into harassing them to get things done.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email:[redacted]Service has been restored to most of our customers affected by the network transition.Downtime credit is in the process of being awarded. The credit will be applied to your monthly bill as soon as possible. Please allow up tp 30 days for this process.We have sent you another device on a differemt network due to the weak signal last week. If you are experiencing any trouble with the new service including; slow connection, no connection or hardware issue, please email or call us and we will create a technical support ticket to investigate your reported issues.Due to the high volume of phone calls during this transition, we have increased our staff to serve our customers inquires as quickly as possible. To expedite your case please email us.We appreciate your patience and are sorry for any inconvenience this has caused.If you have any further issues or questions please let me know.Thank you.Sincerely,[redacted]Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Technically they did get me a new modem and gave me a one month credit. However, I do not think they were very professional and still do not respond to messages without significant harassment on my part. I would NOT recommend them to friends as their unwillingness to follow-up/follow through on requests without constant prodding is UN-acceptable.