Moonbeam Communications & Equipment LLC

My husband and I have been dealing with moonbeam for over a weekThe only reason I am able to write this review right now is because I can set up a hotspot on my phone, which is destroying my data planIt all started a little after we moved into our apartmentAt first we thought our internet was slow due to the outdated router we were usingAfter purchasing a new, nicer router with amazing reviews, we were still having issues and the problem just got worseBefore, we were having trouble loading multiple pages, using ***, or playing ***Now, we couldn't even load one page all the wayFrustrated, we contacted this company called "Moonbeam" that's contracted out from our apartment complex that provides internet and cable serviceWe only pay for internet, so we expect this service to work since it's the only one we haveHowever, seeing as how I can't even find a website for this company, the odds of it being "quality service" is very unlikelyWell they have done absolutely nothing to resolve our issueAfter going a few days without adequate connection and getting frustrated, we decided to callSince it was a Sunday, they said they would have a technician out on MondayNo one ever cameWe called and they said there was a "work order" but they could not confirm when someone would actually be out to check our issuesWHAT?! So are we supposed to just sit around for days waiting for them to show up? We have jobs, school, a life, etcThere's no way we can do thatSo each day we've woken up and still had no internetWe've called repeatedly, spoken to a manager on Thursday who said that our apartment was scheduled to receive an upgrade the following day that would solve all our issues and that he would call back on Monday to "check up on us." First off, it is awful service to wait days to check up on a customer when they are having issuesSecond, they STILL never sent out a technicianNow it is Saturday, days since we initially called and we STILL do not have internetNo one has come, no upgrade has fixed our problem (if there even was an upgrade) and now when we call a customer service rep tells us that they can't have a technician out till Monday because it's the weekendI'm so frustrated and angry because we've been calling ALL week and have been requesting a technician the entire timeThe manager should have called us back to check on us the next day in addition to IMMEDIATELY sending out a technicianHe should not wait days to "check up" on us and we should be compensated for this entire time that's we've went without internetNot to mention that every time we have called, the representatives have responded as if they have no idea what they're talking aboutI want to end my service with the company because of the lack of care with their customersIf you every find out that an apartment complex contracts out with moonbeam, let that be a determining factor for NOT signing with the complexIn this day and age, it is essential to have internet access especially for work and school

I am very sorry you are experiencing issues with our serviceHere is some helpful information: There is no contract or agreement that blocks or disallows another provider such as BrighthouseAs you mentioned some residents have a personal *** for cable serviceWe cannot help it if your apartment
does not have clear line of site for a personal *** but in no way intestinally block this. A company such a Brighthouse will not provide service on a property like *** *** because they do not want to compete with any other provider so communications companies typically choose to only provide in markets where they can have a sole monopoly of potential customersOne of the main reason is the large cost for running wiring, amplifiers and other equipment to the various buildings on site that are needed to provide serviceI terms of your internet being slow you stated that in the past when you have had issues we sent a technician out and everything was resolvedit sounds like there is a technical issues affecting your apartment unitWe will gladly send a technician back to resolve this as soon as possibleWe will be contacting you today and hope to schedule an appoint as early as todayI do not believe this is a bandwidth issues or un-resolvable problem as it was taken care of in the past by a tech visitThe service call is free and if we find an issue on our end we will gladly credit you for the monthAgain we are sorry for your inconvenience and will reach out to you today for resolution *** *** Operation Manager

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

To whom it may concern, We have checked our ticket system and do not have any service call request or complaints from this customerWe have called the number on this complaint and hope to hear back so we can address any issues as soon as possible. The main complaint I see is that
Mr.*** does not have a choice in providerMoonbeam does not have ANY exclusive contract or right of entry into *** *** apartmentsIf another provider does not want to provide to him it is because they are not willing to enter into a market with another competing providerTypically a large cable company like *** or ***, will only enter onto an Apartment complex if they get a contract to be exclusive, which is likely the reason why no other provider has chose to setup equipment on site Having a choice in provider is not always an option and depends where you liveThis has nothing to do with Moonbeam and we feel this is not a valid complaint for Moonbeam to address. We would however like to send a tech out if there is a picture clarity or internet reliability issue and resolve it as soon as possibleSince we have never had a chance to do so we cannot validate this complaint as legitimate.Thank you, Tadd L***Manager of OperationsMoonbeam Communications

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

Moonbeam has replaced his modem with the best we haveIncreased his speed to the highest possibleResident is using a lot of bandwidth

We have sent several technician and swapped out equipment and raised their speed. WE have done all we can to help out this customerUnfortunately it seems that they are using a lot of bandwidth all at one time causing the issue. We will reach out for another visit but they are doing too
much at one time and mostly all is being done on wifiThe most obvious problem with speeds slowing down is being too far from the routerThe further you are from the router, the more unreliable the connection and its throughput will become, as wells as other devices can interfere with the consistencyTheir internet speed is being spread thin because they share it across multiple devices and share with multiple family members at one time causing slowdown for data-hungry applicationsI will reach out for another tech visit to see if there is anything else that can be done

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 equipment and service is terribleWish that I could switch services but apartment complex will not allow any other services in

[redacted] isn't a customer of ours. He isn't on the lease. Internet was down overnight due to a fire on the property. Internet was restore the very next morning by 930 am. The unit [redacted] is calling from has been increased to the student speed for the resident that is a student - Ms...

G[redacted].

Revdex.com:Cindy and Ken were both wonderful in helping me with my internet issue. Both people were very friendly and attentive. Cindy did call me to set up a time for a tech to come out. Ken was the tech that came to my home. He did not leave until he resolved the internet issue. My internet is now working faster than before.
Sincerely,
[redacted]

The scrolling guide was down for 2 weeks. The part that we were waiting on came in this morning and was repair at 11:00 AM 10/23/17.

Complaint: [redacted]
I am rejecting this response because:we left the router where your techs said to leave it we listen to what is so called top notch tech gone threw 3 of them to try and find the problem maybe y'all should boost the speeds up here paying way to much for such little speed $40 for 10mbps where for $80 you can get 100 Mbps from another company we have kids kids use wifi they have homework they use wifi it's always the same thing with this company never ever changes makes me wanna tell people not to get moonbeam.also gone threw 5 to 6 routers that were crap when y'all did update everything was screwed up. Y'all need to boost the speed up  
Sincerely,
[redacted]

To whom it may concern, We are very sorry for the issues Ms. [redacted] has had with her Moonbeam Internet Service. We do recognize there have been legitimate issues with her account at [redacted] apartments. I have spoken with Ms [redacted] and we are making steps to fix her issues permanently and...

compensate her for down time. This is our plan: 1) On 1/8/15 An engineer will be on site to permanently fix the issues affecting the account 2) Once corrected, which should be with in the next 2 business days,  I will be issuing a 2 month credit on the internet service for Ms. [redacted]. 3) We will continue to monitor the account and will return for another service call if needed. I believe this will satisfy Ms. [redacted] and correct the issues she has had. We 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[redacted]Operations Manager Moonbeam Communications

This complaint was filed on 3/3/15. Shortly after on 3/5/15 we did a huge upgrade of the system the service.
The complaint is focused toward online gamming concerning lag and dropping out. We have reconfigured the modem for this resident to increase speed and reliability. We are going to...

do a follow up call with Mr. [redacted] on Friday 3/13/15 to see if our solution meets his needs All providers are struggling to keep up with bandwidth demands in 2015. We are doing everything in our power to keep our service on par with industry standards.
 
 
Thank you,
 
[redacted]
Operations Manager

I have spoken to this customer about his slow internet issues. He is complaining in the evening it slows down during peak times. We have raised his speed and he has bought a new modem. We have sent a technician to his apartment to service it as well. We will monitor his account and reach out with a...

resolution.

The credit was sent in to [redacted] leasing office who then must apply the credit to Ms. [redacted]'s ledger. We have no control over how fast the Leasing Office staff can processes this. Typically it takes 48 business hours. 
At the time of the initial call it was agreed upon that there would be a 2 month credit and we would see what else we can do in addition. I have now contacted [redacted] Leasing office to extend an additional 15 days on the credit making it 2.5 months.
at 11:30 AM today the property manager confirmed the credit for 2.5 months would be going into the system. We feel this is a fair solution to this complaint.

Hola
Como muchos aca dare mi opinion sobre la compañia de cable moonbeam vivo en el complejo de spring haven y esta compañia de internet de veras que es una reverenda mierda simplemente te ofresen solamente un plan de internet de 5 mgb pago lo mismo que pagaria en otra compania por mucho mejor servicio vivo en eeuu pais del primer mundo y tengo un internet de mierda llamas a otras compañias y resulta q el complejo no da permiso para poner otra compañia puesto que moonbeam es la unica que presta servicio en nuestro complejo esto totalmente creo que es un gran falta de respeto hacia nosotros los inquilinos me enfada mucho esto y me queda muy poco viviendo en este complejo por el simple sentido de que edta compañia le roba el dinero a las personas con un servicio que es una basura sin mas

Complaint: [redacted]
I am rejecting this response because:Despite a few adjustments made issues still exist. Furthermore [redacted] advised me on 03/10/15 that they would track my signal and he would call me back on Friday. I have not received that call.[redacted] told me on 03/10 that the problem was a "comparability issue". I found this and his attitude of shifting the blame to my equipment offensive both personally and professionally. I have picked up my equipment (not easy when it's a desk top) from the wall out and taken it to a friend's house, connected it and had no issues. That proves that the issue is not with my equipment.
Sincerely,
[redacted]

I am very sorry you are experiencing issues with our service. Here is some helpful information:
There is no contract or agreement that blocks or disallows another provider such as Brighthouse. As you mentioned some residents have a personal [redacted] for cable service. We cannot help it if your...

apartment does not have clear line of site for a personal [redacted] but in no way intestinally block this. A company such a Brighthouse will not provide service on a property like [redacted] because they do not want to compete with any other provider so communications companies typically choose to only provide in markets where they can have a sole monopoly of potential customers. One of the main reason is the large cost for running wiring, amplifiers and other equipment to the various buildings on site that are needed to provide service. I terms of your internet being slow you stated that in the past when you have had issues we sent a technician out and everything was resolved. it sounds like there is a technical issues affecting your apartment unit. We will gladly send a technician back to resolve this as soon as possible. We will be contacting you today and hope to schedule an appoint as early as today. I do not believe this is a bandwidth issues or un-resolvable problem as it was taken care of in the past by a tech visit. The service call is free and if we find an issue on our end we will gladly credit you for the month.
Again we are sorry for your inconvenience and will reach out to you today for resolution.
 
[redacted]
Operation Manager