Mercury Broadband

Just called today for the 3rd time - cancelled on 10/13 and they just billed me for a returned check charge for trying to bill me for the month of November. I was told by a supervisor that this was taken care of, then told by another rep I would not be charged - they locked me out of my account online. Promised a call back which I never got. This is all after years of poor reception speeds under 7 which barely let me work, all because they never had updated equipment but yet catered to a subdivision out here that wanted their own tower right in line with the tower I needed for the best service. Imagine a company that can't turn off your billing for 18 days and still bills you for the next month and then can't get their act together and actually sends you a bill for a return check charge. The last review I posted, the owner told me to call to customer service - look where that got me. Oh, and thanks for leaving all your stuff on the roof for me to take down, I'm 62 years old.

This is the worst Internet service I have ever used. It was installed July 18 2023, this is August 1 2023. It has been 2 weeks and I have never had a consistent connection or when connected anywhere close to the advertised speeds. My main use for the service is to stream TV, at best all I can do is check email. When the TV connects the connection last only a few minutes and I loose the connection. I have called support everyday. They told me when installed the tower providing my service was experiencing issues, having problems since July 14th. I call daily relating my service is still not providing a solid connection or running advertised speeds. They told me the tower equipment needed to be rebooted, power cycled, which took 3 days to complete from what I was told. Then the tower went down completely and I was told they were going to change the equipment on the tower. The order, ticket, was entered into their system on Saturday July 29th. I was not able to reconnect till Tuesday morning, August 1. Now I am back to the same slow speeds. Speeds typically from .0.5 mbps to 28mbps download and 0.1 - 7.3mbps uploads. I signed up for 75mbps download and 10mbps uploads. The technician told me since my equipment was installed in the rain it might be an issue with connections and speed. Tech support, including the network team insist there is a problem with the tower servicing my area. They have also told me there are only 12 customers in this area connected to this tower. So bandwith should not be an issue, evidently 12 customers isn't enough for them to worry about fixing issues in a timely manner.

I would advise not to try this service if you have any other options or need more than occasionally checking email. Calling daily on most days they have a pre-recorded message of outages they are experiencing. My area was listed once but has had problems now for over 2 weeks.

Worked with Aaron Gunderson, went through all the steps, very good person to work with, got system working again. He made sure all my needs were met, called back to verify repair.

I frequently have lost service even though my tower is withing 250 ft of house in direct line of site. I have had a billing error for three months and have called 4 times. Persons on the call admits the problem is on Mercury's side but has yet to be resolved. I would rate overall service as a 2.

I have been forced to convert to Mercury's new LTE service after successfully receiving generally reliable WiMax service from them over the last couple years, however their new LTE service is not really very good. Mercury's older WiMax equipment seemed to have failed on my nearby tower. So, rather than fixing the old equipment they switched my service to their new LTE product. They have been out to fix it several times with no success. My proximity to the nearby tower presents excellent radio signal strength, but throughput is wildly variable the service is very unreliable with frequent outages. I am starting to wonder if they are having some sort of back haul issue. Their tech support reps seem genuinely concerned, but after several months of back and forth, the actual service has not improved. Government subsidies can be a double-edged sword. I wonder if a rush to meet artificial goals associated with piles of Covid cash have the potential to break this company just like Open Range* was likewise destroyed by a big wad of government subsidies during the Obama administration.

*Open Range - a rural Internet provider that went bust shortly after deploying scads of wireless Internet equipment in multiple midwestern states including my state of Indiana.

upgraded ur service and it has never worked properly. A lot of no internet every day which is affecting my wife's job working from home. They promised better service and connectivity which is false. They do not care about people working from home. They know the problem and can not fix it and said they need to adjust to a better tower but the next service call will be over 3 weeks out. In the mean time it continues to affect my wife's job. At this point we will be switching to another service. They in no way should be upgrading before all the bugs are fixed with the New LTE. Again, very poor service and very poor customer care who does not give a damn about the situation. Excuses excuses excuses.

We tried Mercury Broadband's new BaiCells-based LTE service. It is not ready for the market. Wild speed fluctuations and the inability to sustain downloads lasting more than a few minutes, made the service unacceptable. Shows how a government subsidy has the ability to damage a company. Mercury had to meet a deployment deadline to get a government subsidy and didn't have the time to test the equipment, it would seem. Turns out BaiCells is little more than Huawei Jr. With little more than localization engineering in the US, any really software fixes would have to come all the way from China. I hope Mercury can find a equipment supplier for LTE equipment that isn't a subsidiary of the Chinese government. After a month on Mercury's BaiCells LTE, we switched back to their WiMax-based service and although speed is limited, it is reliable.

AVOID. 3 hours after install internet went down. power cycle made it work again. did this everyday for 3 days before calling. 3 days! JUSTIN. worthless support. took notes and did tests from his location. in the end he found that it was my modem went bad. He told me to make a device to unplug and replug in my power cord to my modem and it will make it work. He said they would call back a day later. 2 days went by. nothing. I call back. Oh we will call you tomorrow. 4 days went by. Still NO internet in my house. as soon as you put a load on it. the modem crashes. I call again and get the most polite person on earth. Maryanne. Very nice. She looks at the notes of Ticket 54951. (for u mercury wireless people reading this and saying im full of crap). And she said Justin put almost nothing into my notes. and we have to redo the testing to see whats bad. So 2 hours later we found out that my equement was bad. MODEM. lol. And was told a supervisor will call me within 2 days to setup a appointment to have them come out and fix it. 4 DAYS later nothing. So. I went out and bought my own modem. Pugged it in. And wola. The internet works 50% more of the them. THere LTE internet is so junk. My internet has to have a christmas light timer on it. Because mercury LTE towers go down 4 times a day. and when they come back on. You have to do a power cycle on your modem. So I have a christmas timer power it all day. and auto power off 8 times a day. so my internet and modem will get the restart. And I have 3 neighbors that are now doing the same setup. If I had other options I would turn them into my credit card company and get my money back and go. But instead I shall spread the news of the worst Internet providers in the word. And anyone that gets scammed by them. Your credit card company will give you a full refund. There 14 day return is a bit short rules and laws.

I called and asked about service in my area. I Was told the speed I needed was available only to find out from the installer it was not...
I contacted Mercury Wireless about internet I at my house. I described what I needed, ***, and was assured I could get service. I purchased equipment I was told I needed and when the installer arrived I was informed that I could not get the speed agreed upon. I had a long conversation with the salesman before agreeing to installation to make sure I would get the speed needed to carry out work from home only to find out it was not possible. I called the Mercury office and did not receive satisfactory help and was told contradictory statements. The lies I was told by the salesman have me upset as I had contacted coworkers passing along the information I was given. Now with only a few days till school starts I am left with no internet service. Deceptive and unfair practices of this nature at a time like this should be looked at and resolved quickly and fairly. I have asked to be reimbursed for the equipment I purchase in good faith but have not gotten a response yet.

Service provided by Mercury Wireless has never been stable, constant, or reliable. Service Contract is not reasonable, value does not match price.
Service provided by Mercury Wireless has never been stable, constant, or reliable. Service Contract is not reasonable, value does not match price. I have waited patiently for Mercury Wireless to provide better service, but they have failed to do so.

Got service September 2019. Was only able to get 7/1 plan. Cost is about $. Yes that's correct, $ for 7mb download and 1mb upload. Also to be clear, this is up to speeds and not Guaranteed or average. Plan has never achieved the bandwidth that I have been paying for. I have paid faithfully each month on time even thought service has not always been available. Was told in September 2019 that upgraded towers were coming in early Spring. So I tried to be patient. This never happened. Mercury wireless will tell you that they believe as long as they can provide 75% of the up to then they are doing their part. The problem is even if they did achieve 75% of 7mb, They are averaging out over 24 hours. However, everybody knows that the bulk of the need is during certain parts of the day and Mercury wireless is unable to provide a consistent signal or service throughout the entire day.

Service - on average I might get 1.5mb download. This was measured using several different online speed tools. When service was Nonexistent I would have to constantly power cycle the equipment. This means I would have to manually go and unplug and plug the equipment in.

Customer Service was poor also. If I did have a problem is was hard getting ahold of someone. Also if my external equipment needed to be addressed it might take 10 days for someone to come onsite. Even emails were not returned.

Mercury Wireless has a 2 year contract with a ***$ disconnect charge. If I was able to achieve up to 7mb download then I might understand this. However, I don't feel that Mercury wireless has upheld their end of the deal. Also it is clear that Mercury Wireless over sells its towers/bandwidth. During normal times at home, speeds were even slower because of network demand. Again, another example of how I never would achieve my plan. Which I paid for faithfully each month.

Mercury Wireless service would go down often. They did not provide an proactive notification of this service disruption. If my Internet did not work I would just have to do my own research and find out why.

I recently requested to cancel my service because of the poor service that Mercury wireless has provided over the past year. I understand that I have a service contract for two years with a early termination fee. However when I went to cancel my service and explain my frustrations and provide examples of poor service I was told that I did not submit enough trouble tickets and I didn't have enough complaints to warrant waiving the fee.

I explain to them that I always did the online troubleshooting which was provided on their website and was told that I should've called and gone through more troubleshooting with them. This is another example of why mercury wireless provides poor service. They have other troubleshooting techniques which they do not provide on their website for people to do on their own. If I was able to get somebody to answer the phone I would've probably called more often but instead when I did call I would either have to leave a message or I'll be on hold for a long extended period of time.

The disconnect specialist I spoke with today told me that it was all my fault. And because I would not go through troubleshooting with her right then that she could not waive the fee. When she types her notes on her end she would say them out load as if to shame me or speak down to me. Her Obtuse way of making me feel bad or feel less than a person made me believe that canceling service from Mercury wireless was the best thing to do. Even if it required me to pay an early termination fee. Again I understand I signed a contract and I believe on my end I have upheld it. Mercury wireless has not.

Breach of contract, NON PREFORMANCE
I was forced to cancel my service and find an alternative internet provider because Mercury Wireless consistently has "outages in my area" and speeds are not what were advertised and expected. Due to covid, like most, I am now forced to work from home and Mercury wireless internet service has proven itself to be not reliable. I am paying an excessively high monthly fee of *** per month for "30 mpbs" download speed, which was acceptable when I 1st signed up with them as I always had consistent speeds of 33.mbps. . Recently however the speeds I have been getting are 1-2 mpbs sometimes, sometimes the service is down entirely , or will go down during a work conference call. It seems to be down more than up on the *** tower, I realize this sometimes happens , and have reported multiple , multiple outages, in good faith, to get the issues resolved. I have been given credits for days their service was down multiple times. I recently spoke with Austin and I was even considering paying *** per month to upgrade to 50 mps to see if this would resolve the speed issues. He let me try free for 4 days the upgraded speed. It didn't help. Then last week on the day I received my new invoice, I called in to pay it and received a recording that the service was once again down in my area (***) so I decided to cancel my service for non performance. I got a call back two days later from Ashely, I discussed my entire account history with her , starting from day 1 where they installed the antenna by placing it in my upstairs window, instead of mounting it on my roof only to have to come back out to mount it on the roof. She said she could see a history of multiple issues on my account.. I let her know that I would like to cancel my account effective 7/25/2020 and I requested the cancel fee be waved due to non performance. She stated she would speak with Austin, and Judy and would call me the next day . She did not call me the next day . I had to call them . I spoke with a female rep who identified herself as a collection specialist who told me I would need to contact the "credit bureau", or "collection agency" ??? if I wanted to dispute the *** dollar cancel fee. (my account was always paid in full on time, I had no idea why she was telling me to contact a collection agency ) She was very insensitive to my request and after finally convincing her to transfer me to he supervisor , she transferred me to Judy. I then had to explain and go ever the history of my account again with Judy, who told me she would speak to Ashley, (the original rep who called me) because Ashley did not reach out to Judy as she had told me she would... . Judy took down all the information and said she would call me back after speaking to Ashely....Judy called me back today and stated they would not waive the cancel fee because of a signed contract so I paid the cancel fee in full on my credit card and arranged to have them pick up their equipment. I am left wondering if that was the right thing to do? or Should I have hired an attorney to discuss breech of contract on the part of Mercury Wireless for non performance. i.e. service outages, slow speeds, inconsistency .

We have had service for almost a year and we have not gotten the speed that was promised and service drops 10-20 times a day.
The service we have received is not what was promised in our contract and the system drops at least 10-20 times a day. We have called them several times with issues about these problems and it has never improved. Tried to break the contract because of Services Not Rendered. They said No, have to pay a $*** termination fee to get out of the contract. If they are not providing the service that was promised then we should be able to break the contract without paying the termination fee.
Spoke with disconnect department, Chasity, said have to pay the $***even though we are not getting the services they promised.

I have had Mercury Wireless services for years. The service has gotten so bad. I'm constantly getting booted off and not even getting my speed.
Point blank..... been with company since they came about. Service was great and was very happy. As time went by, the service got so bad. Internet would go off then on and repeat all day. Signal strength isn't even what I'm paying for. I've put up with some *** people telling me , that I just have to live with it. It is my location. I get that.. but there has to be something else since over time it has gone down hill! I refuse to pay for another package when I'm not even getting the speeds with the package I have. I've hardly ever got a discount, or offering to move me up to a package for free but still pay for what I've got. I've called and been told they would get back but they don't. I know it is because I call so often when we have issues. Resolve them and you don't have to deal with me. Take care of loysl customers! Figure out why out here in *** that we have such horriable service. Spend money on our area, either put in a tower in a better location, or upgrade ours out here! We live in the technology age... figure it out!

They "upgraded" thier service and now it only works 1/2 the time. When we call they tell us it's fixed to it acting up again within minutes after call
We have had this service for about a year now and everything was fine until they "upgraded" their service now it is hit or miss with our service. When we call to complain they tell us the signal comes and goes. They even sent out a maintenance person to repair a piece on our dish, still acting up. We are 1/4 of a mile direct shot from their tower and we have a weak signal. I have 4 kids that need this service for school and they can not use it due to the terrible service. We cannot even watch a full movie without it lagging. Now that our state has shut down I am not able to get a new service until this virus is gone.

Mercury Wireless is charging a bogus Fee of $*** on my bill for claiming to Fix my internet service.
Mercury Wireless is charging a bogus Fee of $*** on my bill for claiming to Fix my internet service. They came out and changed the Antenna on my roof while I was not home. Got onto my roof and changed the antenna out. Why I don't know since I didn't call them. Internet service stopped in the following days the antenna fell out of alignment on its own (This is when I discovered the changed out to a different antenna type.) That evening when I found It was laying parallel to the roof(guess what the antenna has to point towards the antenna for it to work), once I discovered this I got onto my own roof and check to see why it was this way. I found that clamping bolts were were barely finger tight. Since the last service call to them took 20 days for them to show up. I wanted to get internet back this month, so I readjusted it back to halfway point back to the radio tower. I called them the next day and told them what happen, so it can be readjusted properly by them. Surprisingly they said they would be right out. The "Tech" can our got on roof and made adjusted, When tech came down he said that if the antenna would have been left in the angle it would have burned up after two weeks. After the tech left then I noticed that they had damaged my gutter. Not happy but let it go. chalked it up to "Stuff Happen" Never said billing me. The billing cycle came around and they billed me a $*** dollar service fee for repairs, I called to find out what was going on, They said they would submit it to be removed. While on the phone I informed them that there tech damaged gutters by leaving ladder dents and bent the area where the ladder was. They requested that I Send them a picture, I did as requested. Following this I never got any information beyond that no call back no e-mail. I called them a week later to inquire about the bill and damages, after going back and forth about the "alleged damage". I said I got video footage of the tech putting his ladder on the damaged spot, They said send me that, I did as requested, no responses. Since no one called back about crediting me the $*** fee, I paid what I would have normally paid. On *** I get a email notice about late payment, I promptly called when seeing that, and was told to call back Monday(***) Called and requested the Manger and reference ticket ***. I was told they would not credit anything. After many aggravating minutes of having to explain everything again. She said that she would review the calls and logs. Oh, they claim to record all calls at there call center, but they will not give you a copy or a transcript. For the first time they actually followed though and called back. They said NO on the credit because , I got on the roof and moved the antenna. and I promptly told them I would not have had too done that if your tech would have installed it right the first time. Then I made inquire into about gutter damage. there response was we didn't do it. Maybe you were the one that caused the damage. So to save some time they basically side It was my fault for doing there job and now we're going to charge you for fixing our mistakes. They are claiming that the gutter damage was not caused by there tech the was well over *** did not cause damage to aluminum guttering, And you still have to pay $*** since they are saying I am lying about needing the antenna adjusted, So now I am forced to seek outside help for second time with Mercury wireless for there unethical practices. So I they are forcing me to pay $*** dollars for there employee to come out and damage my property

So anyone that reads this beware, Many people ask who I have for internet service, unfortunately I have to tell them about the horrible services they provided me. Either they cant accomplish the internet service speeds, or they damage your property, or horrible long wait time for service. the one they like it to blame it is that there is something wrong with your home router

Being charged cancellation fee which was waived by previous manager due to inability to work from home as service could not support ***
I had multiple issues with poor range, loss of work days and cancellation of patients due to no service. *** I make $*** per day and lost days more than once, inconveniencing my patients. compromising their continuity of care due to internet issues. I communicated more than once with the previous manager who told me he was unable to increase by service power as it was not available in my area. He acknowledged I was misled when making initial inquiry indicating power/service needed to support *** services. He apologized, acknowledged cancellation and waived cancellation fee. Unfortunately, I was not able to change service on stated date due to no cables, and so forth, I communicated with male manager again who indicated it was ok, fee was waived, call when new service working. Unfortunately, this manager terminated. New female manager refuses to comply with no cancellation fee charge. I only had less than 10 download and upload for video and 1docway. Now I have over 50 download and over 30 upload. I have not cancelled or lost work/patient time since my switch to new internet provider.

The service is advertised as multiple users and video streaming. It is not capable of that.
On Thursday, ***, 2:48:37 PM CDT, *** wrote:

Travis,

I apologize for the delayed response. *** is currently out of the office. I have applied a $*** credit to your account. The credit is currently in pending status and will reflect on the next statement you receive. I have made some adjustments to the AP which should help with your download speeds and I'm curious to see how the service will perform this evening and the next several days.

I'm sure *** has told you, we will be adding an additional AP on the site to split the sector you're on to mitigate interference and improve the speed and reliability of the service. We plan to have this completed by *** of this year. I will be working closely with our operations team to get these upgrades made to the site as soon as possible.

Sincerely,
***

To:travis ***,***
*** at 7:12 PM

Travis,

Please try your connection again, we reset all of your equipment - which is up and running and connected to our site; if nothing else, It is at least running better than it was this morning. I would imagine the phone service just needed reset after we changed the radio. Once the equipment completed the boot sequence, I attempted to run a connection test that is outside of our normal troubleshooting process. I was able to successfully pass 28.6mbps to your phone box inside of your home. I also have since seen a continuous stream of data usage.

I apologize for your ongoing issues, I have reviewed your account and it does appear you have been given a sufficient amount of credit. If this package or service continues to not fit your needs, I sincerely apologize we let you down and did not correctly manage your expectation and the timelines we have given you. If this is what you decide in the next 30 days, we would let you out of your service contract if applicable. I do however ask you give it one more try, as the service is installed currently, or try out one of our other packages. We strive to provide quality service our customers can depend on and sincerely apologize that has not been your experience. I am however thrilled to hear you have followed us on social media and glad you are keeping up with our progress. We plan to continue upgrading our network and pushing better and even faster service into more areas. Our goal is to bridge the digital divide between rural and urban broadband connectivity. That being said, I am personally aware of the delays on the site you are connected to. I wish everything was as black and white as swapping out a piece of equipment or adding an antenna or new box at a site. I don't have an excuse nor do I intend to make one for the delays, what I can do is assure you that the upgrades in this area are very high on our priority list, but the last thing I want to do is 50% of the job for you and our other customers. Finally, I do ask if you are in need of immediate assistance, especially after outside standard business hours or on weekends, the best place to receive this is by calling our support line to speak with one of our agents.

I hope your service and experience is better going forward after the equipment change at your home today. We appreciate your business.
Regards,
***

To:travis ***,***
*** at 6:24 PM
Looks like your signal has degraded again travis. May not be much more we can do out there.
***

To:travis ***,***
*** at 7:38 PM
No, it's just your connection. Everyone else looks stable.

Mercury Wireless is not providing consistent wireless internet service as promised in their advertising.
Mercury Wireless service is often down or so slow that we cannot use our email and other internet services such as banking or health services on which we rely. We have been trying to use them for over two years now and service has not improved. Within the last few weeks of this writing, the service was completely down for almost 48 hours. We had no way of communicating via internet services. Important email dialog and business services could not be accessed. Many reports to Mercury Wireless of loss of service have been submitted. They do respond but trouble repeats itself again after several days or weeks.

Their service facility is not a twenty-four hour operation so trouble tickets are often not answered quickly. We need a more consistently reliable internet provider but Mercury Wireless is our only option at my location with the exception of dial-up network services which are not adequate in this day and age of digital business.

I called last week to cancel my service. The customer service representative informed me that I was still in contact and would be required to pay out the remainder of my contract or a $*** cancellation fee. I had recalled only having a one year contract instead of the 24 month contract that they are say is on file.

I told the representative that, from my recollection, I had agreed to a one year contract with the original sales rep and that when the installer came, he crossed out 24 months on the contract and wrote in one year. For this reason, I requested that the original sales call be pulled for review. Admittedly, I could be remembering the circumstances incorrectly. This is why I would like to review the original call.

The business skirted around the issues multiple times and eventually admitted that they cannot pull the call. To the best of my knowledge, all calls are required to be held in a database for 3-5 years for compliance reasons with FCC regulations. I do not want to pay $*** until verifying what the original agreement was.
Product_Or_Service: Internet

This Internet provider is not reliable. We've been out of service for over a week and they refused to come fix it. We would cancel but no options
This Internet service was not reliable. We paid for an upgrade to get faster service and there was no change. Our Internet has been down for over a week and we have called almost every day to get someone out to fix it. They refused to come fix it. Now they want to extort additional funds every month from us. Totally unacceptable. However in the rule areas there are not any other options. They know they have us over a barrel.