Mid-Rivers Communications Reviews (4)
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Mid-Rivers Communications Rating
Description: Telephone Communications, Cable TV, Internet & Telephone Installation Service, Telecommunication Equipment & Systems Service & Repair, VOIP (Voice Over Internet Protocol) Sales & Service, All Other Telecommunications (NAICS: 517919)
Address: 904 C Ave, Circle, Montana, United States, 59215
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Mid-Rivers has introduced a new high-speed Internet plan in the Lewistown, Montana, market that has reduced total monthly Internet charges for the vast majority of customers (including the customer filing this complaint) while also providing a substantial increase in speeds Average speeds
were increased from approximately 8M to over 150M downstream The new plan has a monthly base rate of $19.95, and then users pay $per GB of data they use each month, very similar to other utilities This is a fair approach that makes high-speed Internet much more accessible for fixed-income subscribers (which is a common concern in this market) versus the previous plans which had a minimum monthly rate of $44.95. Data usage management tools are also provided free of charge and communicated to customers on a regular basis
All customers who were transitioned to the new plan were notified days in advance of the change on their monthly billing statements, and many were notified 2-months in advance when they were sent a new modem free of charge with no contractual requirement In the interest of offering a user-friendly introduction to the new billing approach, customers were not charged for their Internet data usage for the first billing cycle. For several operational and administrative reasons, in addition to the overwhelmingly positive response from customers, this is now the only plan Mid-Rivers offers in the Lewistown market, and the "tiered" plans that were previously offered have been phased out. Customers who were moved to the new plan have no contractual obligation to keep the service. As stated in our online policies and Internet service agreement, rates and plans are subject to change
We believe this customer will see a long-term price and experience benefit under this new plan, but if he still does not wish to continue his Internet services with us there would be no penalty or other termination fees charged to him to disconnect the service
About 98% of the time when I call from out of state to a landline in Sidney, my calls won't go through. I am fearful that in an emergency I won't be able to reach my family in Sidney. I have talked to a midrivers tech about this issue and he just wanted to blame my service, saying there was not even a record of my call recognized going through their exchange. It doesn't seem to matter day or time of day. PLEASE mid rivers fix your issues!! Unfortunately this company has no competition in the area to make them take care of problems like this.
Review: There is a billboard when entering Sidney, MT that says Midrivers offers "up to 50mbps Only $29.95." It doesn't say that the $29.95 is a starting price, or only for new customers. There is no fine print. I've called and they told me it is only for new customers and that existing customers would have to pay $199.95 a month for it.Desired Settlement: I would like to get the 50mbps/20mbps for the price advertised on the billboard. $29.95. Not just for a limited time offer or only for a two year contact. I just want to pay $29.95 for 50mbps/20mbps speeds. If you want to charge more, then offer higher speeds.
Business
Response:
Mr. [redacted] is correct that at the time he contacted our office, the $29.95 billboard promotion was available to new customers on the 50M Internet speed. As an existing Mid-Rivers high-speed Internet customer, he was offered $100 off the regular rate of the 50M speed tier for 12 months with a 2-year service agreement ($1,200 value). However, we regularly review and update our Internet promotions, and are now offering the $29.95 rate to existing customers upgrading to the 50M speed for three (3) months, with no contract required. Mr. [redacted] is free to contact our office to take advantage of this latest promotional offer. Our website (which the billboard lists) and all other print advertising clearly outlines the complete details of the offer, and we instruct all employees to clearly describe the details of all promotions to our customers. With respect to Mr. [redacted]'s request to pay $29.95 for 50M x 20M Internet on an on-going basis, this is unfortunately not a realistic option for the rural market in which he resides nor for any of the areas Mid-Rivers serves at the current time. It is also well below market rates for similar Internet speeds nationwide according to Federal Communications Commission (FCC) urban Internet rate survey data. Detailed information regarding the challenges of serving rural markets with high-speed Internet was provided to Mr. [redacted] in February of 2015. As a member of Mid-Rivers Telephone Cooperative he was also encouraged to attend our Annual Meeting where we review the finances of the Cooperative in detail.Mid-Rivers has recently lowered our high-speed Internet rates for existing customers like Mr. [redacted] by $5 - $20 per month depending on the customer's service tier. Customers will receive these savings automatically effective April 1. As a Cooperative provider, our stated mission is to provide high quality and steadily improving services at the lowest cost consistent with sound business practices, which is reflected in our current Internet service rates.We appreciate the opportunity to respond to these concerns, and welcome any questions the Bureau may have regarding this issue.Sincerely,Mid-Rivers Communications
Business
Response:
As noted in our initial response, the $29.95 price on 50M is available to Mr. [redacted] for three months with no service contract required. He simply needs to contact our office and we will honor this pricing.Mr. [redacted] is correct that only the regular monthly rates were listed on the Mid-Rivers website; this is being rectified immediately and we apologize for the oversight. The new promotional offer had not yet been updated online. However, as previously explained, all Mid-Rivers employees are instructed to cover the details of this promotion when customers call. There is no intent to deceive customers, simply to get them to call so that our representatives have an opportunity to explain this and all currently available offers. The promotion listed on the billboard is available to Mr. [redacted] today. Thank you for the opportunity to respond and we are hopeful that this will close the issue. We value the business of Mr. [redacted] and all our other Internet customers and are simply trying to make them aware of new speeds and rates available to them in Sidney with this billboard.
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]
Revdex.com,
Even though they keep going back to how the $29.95 is only a limited time offer that anyone can get not just new customers. The billboard does not hint at that at all. Nor does it say that it is only for the first 3 months. At at this point it isn't even worth going back and forth about it. Imagine seeing an advertisement for an extremely fancy restaurant that states 30 dollars for a 4 course meal. You go to check it out and find out that it is only 20 bucks for one of the 4 courses. You'll actually have to pay 200 dollars for that full course. Nowhere in that advertisement does it say that it is only for 1 of the courses. You would feel cheated and lied to. And that is where I am right now with Midrivers.
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,