First Step Internet

when we first started using First Step Internet last year, we had some bugs to work out. After doing so, we were doing okay, the connection was slow sometimes, but workable. Now EVERY SINGLE NIGHT, usually shortly after there is no one there for technical support it slows to a crawl, starting and stopping dropping the signal all together, will not download, upload or even open windows. I have called on this repeatedly, and now it is as if they really don't care. I am not a picky person and understand the pitfalls of wireless internet, but this is ridiculous. I feel the service is substandard and their technical support is inadequate. There should be tech support all night long. Even if someone has to be 'on call.'

Review: My complaint is against First Step Internet, a provider of broadband wireless service in the rural areas of the Inland Northwest. I believe First Step is overselling space on their receivers so that the customer pays for top level service, but eventually receives the very minimum of one or bars of service. First Step also fraudulently removed money from my account without providing service. I had a month to month contract with First Step for broadband wireless. At first the service was excellent. Over a series of months the quality began to diminish to the point where we received no service at all. When we called Tech support we were told it would cost $50.00 for a technician to come to the house and evaluate our transmitter. I finally called and demanded someone come out and remove the receiver because we were paying for service and receiving nothing. That was in early May of 2013. On May 17, 2013 a very nice technician came out and removed the transmitter. On May 28, 2013 I was notified that I had an overdraft charge due to First Step attempting to finalize an automatic withdrawal. On that day I called First Step Internet and attempted to talk with [redacted] the office and tech manager. She told me it was my fault, that I was responsible to call the billing office and notify billing that I had no receiver. I was appalled! She just told me she was the head of tech support! I am 61 and was in business for over 30 of those, and I now work in Government and I have never,never,never encountered a more rude person than [redacted]. So imagine my surprise when I receive an automatic notice that on May 31, First Step automatically withdrew payments for June and July for a total of $80.00. I have no transmitter, I have no service. She did this deliberately. First Step owes me $80.00 for June, July and $40.00 for my overdraft and $40.00 for May, since I had no service at all that month. Thank you for your assistance.Desired Settlement: $160.00 and a sincere and profound apology from [redacted]

I have had the same experience as the other lady who reviewed this company. I am paying for 4.0 service at $40/mo and half the time I am lucky to have much faster service than dial-up. They keep saying they will fix or look into the matter and for awhile it seems ok but then the signal will start to drop again. It varies but usually drops in the evening when there is a bigger load on their system. Everyone home from work and school and using the internet. We have been dealing with this problem for a year and a half now and I'm pretty tired of it. They are always courteous and try however the tech people at the office probably don't have anything to do with the actual fixing of the problem. They obviously don't have good enough equipment to handle the load they get in the evening and apparently won't get it. I have no other alternative than to use their services as there is no other company with hi-speed internet in my area. I think they know that and are taking advantage of the fact to keep old outdated equipment where we live and we have to put up with it. They are nice but I would NOT recommend them to anyone that has another choice.