Moonbeam Communications & Equipment LLC

Service is horribleConstantly dropping off the network

Complaint: [redacted] I am rejecting this response because: The company did not follow through with the plan they had orchestrated to rectify the issuesI never received a follow up call from them and the three days following my initial conversation with them was filled with service inconsistencies and cost me work hoursSince the original call, the service has not changed in any way and I am actually having more issues with streaming media than I previously didThe service in the days following the call were a little bit quicker than usual in regards to down/up rate but that is all Sincerely, [redacted]

This company offers horrible internet. I live in an appartment in spring hill and this is the only service we are allowed to get. Our internet goes out at least 4 times a week and is painfully slow. We pay $55 a month for basically nothing.

I am rejecting this response because:
I did in fact call moonbeam and ask if there was anyway I could get any hd and they told me no, not in the apartment property that I live inI ask if it was for it to take 4-hours to download movie and they told me yes and there was nothing they could do about thatI pay hd & high speed price but thats not what I get that;s was my reason for calling to complain.
Complaint: ***
Sincerely,*** ***

After receiving this complaint we immediately reached out to the customer to get more informationThey are currently using a *** issued modem that is only compatible on a *** network, which the customer was aware ofPer a conversation with our team they were told this
*** modem would have a lot of issues and need to be reset multiple times a day if it even worked at the time when asked to have it configured for the accountWe have modems for sale available on site at the apartment complex but they declined to purchase one directly from usHowever, the customer is stating that before this they were directed to buy a specific type of modem by our staff, which they claimed they did, and it turned out to be the wrong type of modemWe don't have any record of this so we cannot confirm if this happenedSince we cannot say with 100% certainty that it did not happen, we are going to issue the customer a wireless modem valued at $free of chargeThe new modem has been sent via fedex overnight to the apartment complex leasing office and will be available for pick up tomorrow, 7/21/16, after 12:PMWe notified the customer that the modem would be available and that it would be free of chargeThey let us know that if this was done they would be satisfiedWe will do a follow up call tomorrow to make sure the new modem is functioning properly Tadd L*** Operations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***I got called from someone in your company saying yah would fix it but never did

I have already had a previous complaint and they "fixed" the problem, or so to speakThe issue is not exactly resolved seeing how any time I try to do something using my internet, no matter from computer or connected with my phone, 80% of the time I have no internet accessI feel I am not paying every month for something that works 20% of the timeIf that is the case I would feel it fair to receive credit to my account, or a refund for 80% of the sum I have already paid for this "service." This is not a once in a while issue, it is EVERYDAY...and it's extremely frustrating

Worst internet service possibleCauses me SO much frustration but it's my only option at my apartmentWill be dropping my internet and just increasing my phone data

To whom it may concern, We are very sorry for the issues Ms*** has had with her Moonbeam Internet ServiceWe do recognize there have been legitimate issues with her account at *** *** apartmentsI have spoken with Ms *** and we are making steps to fix her issues permanently and compensate her for down timeThis is our plan: 1) On 1/8/An engineer will be on site to permanently fix the issues affecting the account 2) Once corrected, which should be with in the next business days, I will be issuing a month credit on the internet service for Ms***. 3) We will continue to monitor the account and will return for another service call if needed. I believe this will satisfy Ms*** and correct the issues she has hadWe will do our best to assure this does not happen in the future, and are very sorry for the problems it has caused her. Thank you, Tadd L***Operations Manager Moonbeam Communications

Name:*** * ***Address:*** *** *** ***
*** ** ***Daytime Phone:*** ***Evening Phone:None Providedx:None ProvidedEmail:***I have called the resident back and he has a College student that needed more speed to get her work doneI have increased
his speed and he said it was much better and was very happy with the outcomeI also gave him my name to reach out to me if he needed help in the future

After receiving this complaint we immediately reached out to the customer to get more informationThey are currently using a *** issued modem that is only compatible on a *** network, which the customer was aware ofPer a conversation with our team they were told this
*** modem would have a lot of issues and need to be reset multiple times a day if it even worked at the time when asked to have it configured for the accountWe have modems for sale available on site at the apartment complex but they declined to purchase one directly from usHowever, the customer is stating that before this they were directed to buy a specific type of modem by our staff, which they claimed they did, and it turned out to be the wrong type of modemWe don't have any record of this so we cannot confirm if this happenedSince we cannot say with 100% certainty that it did not happen, we are going to issue the customer a wireless modem valued at $free of chargeThe new modem has been sent via fedex overnight to the apartment complex leasing office and will be available for pick up tomorrow, 7/21/16, after 12:PMWe notified the customer that the modem would be available and that it would be free of chargeThey let us know that if this was done they would be satisfiedWe will do a follow up call tomorrow to make sure the new modem is functioning properly
Tadd L***
Operations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Horrible service! I've lived in my apartment for years and can only get moonbeam because they are contracted with themBut I will not renew my lease because of moonbeamI've called many times about the Internet, lost my work at home job promotion because of the unlabeled serviceAnd current have been a week without Internet! Almost two weeks ago and tech came out supposedly fix the issue but nope days later no InternetWhat makes it so bad is I've been just about this whole month without Internet and they will not give you a credit for the horrible service and inconvenienceI pay top dollar for no service

We are very sorry for the delayWe wanted to wait until the issue was resolved and we felt confident it would not come back againIt took longer than expected but is now complete. We have issues the month credit, as outlined in the initial response and will continue to work and see if additional compensation is appropriateI hope this can resolve this case. Tadd L*** Operations Manager Moonbeam Communications

Fr*** *** *** ***
*** *** *** *** *** *** **
*** *** *** ***
*** *** *** ***
*** *** *** Hello Madelyn, *** *** *** *** ** *** ** *** ***
We have recently upgraded our internet at the site from where this consumer is speaking of. Many elements factor in when internet speed is slowing down or not working. It could be their equipment, virus on equipment, or a service tech might be needed due to improper connection of equipmentWe regret that the resident is having difficulty connecting and we would be willing to send a technician out to service the complaintWe offer free tech visits if they are unable to connect If they still are having issues we would like to schedule a visitOur toll free number is ***Thank you for contacting Moonbeam, *** ***

Hello, I have spoken to Ms*** *** and we are going through the process of trouble shooting her upgradeI have made an appointment for Ms *** for this afternoon to further investigate what might be causing her internet to not pick up our new upgradeI will be working closely
with our I.Tdepartment to make sure we get her speed back to where it was or betterThere are many variables that might be the cause and we will do everything in our scope to help out Ms *** to have a better experienceThank you, Cindy P***

The credit was sent in to *** *** leasing office who then must apply the credit to Ms***'s ledgerWe have no control over how fast the Leasing Office staff can processes thisTypically it takes business hours. At the time of the initial call it was agreed upon that there would be a month credit and we would see what else we can do in additionI have now contacted *** *** Leasing office to extend an additional days on the credit making it months.at 11:AM today the property manager confirmed the credit for months would be going into the systemWe feel this is a fair solution to this complaint

After Speaking with Mr*** we were able to identify specific problems that he is having all of which I feel are going to be easily resolvable
We are making plans to do the following:
-Set the customer on a static IP for online gamming
-Add additional bandwidth FREE
of charge -Monitor the router and provide a temporary free router if we think it is a problem his router (router not provided by Moonbeam)
We plan on doing a follow up on the phone on 3/16/If all issues are not resolved we will send out a technician free of chargeI'm 100% confident that all of these issues can and will be resolved in a timely manor
Thanks,
*** ***
Operations Manager

Good Afternoon, We have called the number on the complaint to try and resolve this issue but have not received a call back and therefor cannot resolve it properly We did have out IT team log into the modem and speed test it on two occasionsThe first was simply documented in an email
from IT to myself: *** *** *** *** *** *** ***
*** *** *** *** *** *** *** *** *** ***
The log above shows the modem at one point getting MPS download, very contrary to the complaint To better document this I had our IT department take a screen show of the modem usageThe picture below shows the amount of bandwidth the modem for this customer is usingYou can clearly see at times that the modem is getting MPS If Ms*** could please call back at *** we will gladly work on the issues further and do the best we can to provide the best service possible Thank you, *** ***Operation Manager

Complaint: ***
I am rejecting this response because:I know about their dispute with cable networkI'm talking about way before thatI've been in this apt complex going on years nowThere has been many times in that period that I have not received the service I am paying forThey refuse to give either a refund or additional channels as a courtesyEven though the cable bill is collected as part of the rent, The office at the complex makes you deal directly with MoonbeanI feel that the office here should be able to give a refund or additional channels to the tenantsThey always send technicians but they don't solve anythingThe problem just continues and they get paid in full
Sincerely,*** ***