MDU Communications

Review: Internet is not as advertised–random slowdowns of over 2000%, intermittent packet loss of over 50%, regular packet loss at around 1% (generally, no amount of packet loss is considered acceptable).

On asking for a tech to assist with the problem, after ~2 hours on the phone, they agreed to send a tech. After tech left unable to solve the problem, MDU is assessing a $65 fee. I have been on the phone arguing about this for the last hour and am currently on hold.Desired Settlement: Several things are necessary.

First, the charge needs to be removed.

Second, the internet needs to be fixed.

Finally, their customer service needs wait times of less than 30 minutes and employees either need the ability to solve problems or the ability to connect customers with someone who can. I have, at many stages of this, asked to speak with a more senior CSR/TSR because the lower level tech is incapable of taking necessary action or understanding the technological issues in play (the tech that came in didn't know what a packet, packet loss or "bandwidth" was–the issue I complained about was packet loss). At no point was I allowed to speak to anyone and only discovered the $65 fee when I called to complain about the non-resolution of the complaint.

Review: Some time around October, 2015 my satellite tv began having issues. I scheduled a visit from a technician and one came out. He was unable to resolve the issue so a different technician came out the following weekend with a new cable box. After a couple weeks, I began having issues again. With the holiday season approaching I decided to wait until after the new year to schedule service. I made a service appointment for Saturday, Jan 9 between 8am-noon. The morning of Jan 9, I waited for the technician until 11:45am. I called MDU and notified them the technician had not showed up yet and technicians were late for scheduled appointments in the past. About 12:45pm a supervisor called me and stated the technician was running about 1 1/2 - 2 hours behind schedule, I told the supervisor I would wait. At about 1:30pm the technician called and stated he was on his way and would arrive in 30 minutes, that would be 2pm and 2 hours past my scheduled appointment. I waited until 3pm with no word from MDU or the technician. I called MDU at 3pm and spoke to a supervisor who just apologized, but could not tell me where the technician was. At 3:30pm, after waiting 7 1/2 hours for the technician, I called MDU and told them I could no longer wait as I had other commitments.

I rescheduled for a technician to visit on Saturday, Jan 16 between 8am - noon. On Jan 16 at about 11:50am I received a call from the technician stating he was running about 1 hour behind schedule. I told him that was unacceptable, due to the fact that I had an appointment scheduled for between 8am - noon. Shortly after, the technician's supervisor called and asked if it was ok if the technician arrived about 1 hour past my scheduled appointment window. Once again I stated no because I had heard this story last Saturday, 1 hour turns into 2 hours into 3 hours and again a Saturday is waisted. As of Jan 16, I have spent 4 Saturdays dealing with service appointments and my satellite tv is still not working properly.Desired Settlement: All I'm asking for is the service I'm paying for. I am tired of wasting my time with service appointments and the technicians not showing up when scheduled or showing up and not being able to resolve my issue. For at least 3 months now, I have not been able to watch all the satellite channels my package calls for. I gradually went from being able to watch all the channels in my package to only local channels and now I can't even get my local channels. Every time I call I get useless apologies and the same old runaround.