Moonbeam Communications & Equipment LLC

If you rent at any of the "[redacted] of Companies", stay away from Moonbeam, [redacted] of Companies owned cable/internet company. If you have online school or like to play online video games, you will most likely not be able to do either. During peak hours, (4-7PM), it is understandable for internet speeds to be down due to the high volume of people coming home from work/school, but it completely shuts down most days, or to a horrendous crawl. I work 50 hours a week and my fiance does online school, she constantly has to use her hotspot to submit her schoolwork, why is the speed so slow when everyone is at work/school?
When called, they will tell you that 'upgrades' are being made to the system. I have seen zero improvement in my last 8 months here. I had a technician come to my home during said 'upgrades'. Checked my wiring/connections, corrected a few things, speed is still slow. I wanted to make this review because I feel that it has more impact than calling 'Moonbeam', which offers you constant lies and ignorance that your internet is out so often or slow half of the day. I play a lot of online games, so consistent internet speed is necessary. I say that this is a sad excuse for a company, I feel like people who use this service should be reimbursed for the constant downtime, why would I pay for a service I am not receiving?
Please, stay far away from this service that your [redacted] of Companies rental property offers, try [redacted], at least you will have a dedicated line instead of sharing it with everyone else in the complex. [redacted] is not allowed to offer service on their properties, most likely due to [redacted] offering a better, more reliable, service.

Your service is terrible, besides peaking for nyself I see that you do nothing to help anyone from reading all the reviews from other sites. I don't see why the company doesn't try and get with the times in how slow the Internet is since it's 2016 and all the company has is negative reviews, half of the modern living style is connected with high speed internet. Yes in the mid 2000s Internet wasn't a big deal, but by now to the smallest gadget to the newest TV runs off of wifi. It seems just terrible that a provider like yourself doesn't care to even give the best product of your own specialty? People have businesses online now, there are hundreds of apps people use for entertainment on a daily basics from [redacted] to play music throughout their household, to [redacted] with the family to have a movie on for the night ([redacted] or any other service provider of that style) people take online school at night after their full time job, yet we can't enjoy any of these features of normal Internet usage because your plan can only handle what dial up Internet from the late 90s can produce. Everthing cuts out and buffer every second, [redacted] cuts out and loads every minute, don't dare to even try and watch a [redacted] video because it'll take over an hour to watch a 5 min video, but don't worry I guess putting the video at under 480p can get the job done. All in all, why don't you even try to give the best to your customers? Or at least and give some feed back to questions, besides reading other post I've sent plenty of emails just asking if there is a service plan I could upgrade to to get better Internet to no answer. I'm stuck with this provider since my complex is under contract...just sad.

Complaint: [redacted]
I am rejecting this response because I did receive a call from Tadd after I responded to this email yesterday that my internet is finally working. However, NO credit has been applied to me or my account. Also, a 2 month credit is unacceptable. At this point I have paid over $1k for my internet services in the past 2 years and have had issues for over 2 years of getting this service. With that being said a  2 month credit is NOT  something I am able to accept. 
Sincerely,
[redacted]

Hi [redacted],
 
My name is [redacted], and I am the operations manager for Moonbeam Communications. I received a complaint assigned to with number [redacted].
 
The matter was quickly resolved in a timely manor and the resident has been credited back...

for the down time and credit further for compensation. The attached is an audio clip from the follow up call. If you listen to it the resident is happy with the resolution.
 
Please let me know if anything else needs to be done for this
 
[redacted]

To whom it may concern, 
We have checked our ticket system and do not have any service call request or complaints from this customer. We 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.[redacted] does not have a choice in provider. Moonbeam does not have ANY exclusive contract or right of entry into [redacted] apartments. If another provider does not want to provide to him it is because they are not willing to enter into a market with another competing provider. Typically a large cable company like [redacted] or [redacted], 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 live. This 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 possible. Since we have never had a chance to do so we cannot validate this complaint as legitimate.
Thank you, 
Tadd L[redacted]
Manager of Operations
Moonbeam Communications

Service is horrible. Constantly dropping off the network.

Very slow internet to the point where my cellphone is way faster. I called many times and complained about it and nothing was done. I am 100% sure that the problem is not my equipments, since I tested other brand new equipments. I have to do some work off home and many many times where my internet is completely down. It is acutally down now and I am writing this review via my Iphone using my data. If it is cloudy and rainy day then do not bother looking for internet. I am stuck with internet that does not work just because my apartments office does not allow other companies. I can not wait for my contract to be up.
TV channels are bad in every possible way and they are changing all the time. For example, channel 29 it used to be SCI channel and every no lw and then different channel will replace it for few weeks, and there are other examples. DO NOT buy HD TV if you have moonbeam. No HD channels and no TV guide. Bottom line is DO NOT get an apartment that only have moonbeam " if you can ".
Believe me it is not worth trying unless you have no oprions. I am waiting on my contract to be up and I am moving out just because the cable and service.
Their respons will be "internet could be slow due to many favtors " I know what the will say.
This is at mantee cove in [redacted], find different apartment unless u do not care abour the quilty of cable and internet.

I really dont like this ibtrrbet provider but it is the only one in my apartment complex so I am stuck with it. It constantly drops and goes down for sometimes an entire day. Very unsatisfied.

Review: I've lived In The [redacted] Apartments in [redacted], Fl. for over 5 years. This apartment complex has a business relation with this company. Tenants have no choice but to get this companies cable service. The service is horrible, there are always problems losing reception and channels. I've called there customer service and they say they'll apply a credit to my bill, but they never do. I always pay my bill on time and in full. I just received a letter from them saying there will be an increase in my bill. I want this company to provide me with what I'm paying for. I would also like a credit to my bill.

Business

Response:

We have spoken with [redacted] since the complaint. Her main issues with channels going out was referring to a dispute between [redacted], our parent provider, and [redacted] pulled the programming for close to 1 month in October while the two companies worked out a contract renewal. During this time we did our best to replace the channels with similar programming however this dispute was out of our control. We were not refunded for the loss of programming and we're thus unable to pass any refund on to our customers. This issue was unfortunately completely out of our control and had nothing to do with the functionality of services that Moonbeam provides to our customers. We have set up a service call with Mrs. [redacted] and will be sending out a technician to make sure she is getting good signal strength and check for any real technical issues. We have also offered to see if we can carry any additional programming that she might want. She is going to get back to us and we will try and accommodate her. I believe strongly that we have done and will continue to do everything in power to provide the best service possible to Ms. [redacted]. I feel that we have been reasonable and that we will make her a happy customer once again.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I know about their dispute with cable network. I'm talking about way before that. I've been in this apt complex going on 5 years now. There has been many times in that period that I have not received the service I am paying for. They refuse to give either a refund or additional channels as a courtesy. Even though the cable bill is collected as part of the rent, The office at the complex makes you deal directly with Moonbean. I feel that the office here should be able to give a refund or additional channels to the tenants. They always send technicians but they don't solve anything. The problem just continues and they get paid in full.

Sincerely,

Business

Response:

….. This resident is complaining about the policy of the leasing office they live in and how they are billed for their service. We provide the service to the site who then bills the resident. I don’t think it’s fair that we are punished for the policy of another business…

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted] My complaint is that I do not get credit or refund when moonbeam does not provide me with what I Pay them for. That is my complaint, it is against MOONBEAN.

Review: This is a continually problem the dropping of the wi-fi connection or very poor connectivity.And the picture quality. at the beginning of this year they raised there rates there was no reasons given and the quality of service is just as poor.I think I work pretty hard for my own money and if im paying for a service I should get at least what im paying for .If not allow me to spend my money else where. But apparently this cable company has some kind of contract with the [redacted] housing company which they wont let people switch there cable provider and we are force into taking there cable provider moonbeam this is wrong and the bill is added into the rent. They are monopolizing and I believe it is unfair that Im not allowed to pick my cable provider there modem and equipment are out dated the modem speed is a 2.3 other networks are a 6 they want top dollar for below average service this is obsurd.Im seriously considering moving from this place because of this. If they're not gonna upgrade the service at least let me pick my own cable provider so I don't feel like im being robbed I'll pay more for a better service with another provider than to pay less and have terrible serviceDesired Settlement: Allow me to choose my own cable provider I should have a choice

Business

Response:

To whom it may concern,

Review: Please allow me to make this clear up front. I worked in the computer and internet industry for approx 20 years before becoming disabled. I am also a Veteran and sole custodial parent on a small fixed income.

I moved onto [redacted] (only serviced by Moonbeam) in August of 2013. I have had nothing but grief trying to keep a working internet connection.

Moonbeam Communications guarantees a 6 Mbps internet speed.

I am not receiving what I am paying for. The stresses of fighting to keep the internet service up running are having an impact on my stress levels (more stress means more or worsened pain) and my blood pressure levels.

This includes:

Complete internet service cut out at all hours of the day and night (night tends to be worse) that can be short or last for 5+ hours.

Signal strength is a major issue. On average I get (using Speakeasy Speed Test's web site) 4 Mbps or lower. 4.5 - 5 Mbps was a shock on the 2 times I have seen it. My average speed per month is approx 3.5 Mbps.

It is normal for me to see 2 Mbps or lower multiple times a day and at least 4 times a week an Mbps of .75 or lower.

This results in common web sites such as my bank's web site, web based email services and even Facebook to take 2-5 minutes for a page to load!

I have placed numerous calls to Moonbeam's outsourced tech support every month since moving in. Each time we heavily documenting the problem. I provided the techs with dates, times and exact detail of the problem (including trace route information). At each call the techs assured me they were taking detailed notes. We have eliminated problems at my location. (barring a recent modem failure on my end that was replaced that day)

The outsourced company's techs and the advanced tech they use (named Eddie) are great people and do the best they can with what they have to support.

I have also attempted to contact Moonbeam customer service and have been routed back to tech support every time except once. That one time someone answered another person's phone while they weren't there and could not help other than leaving a message for me. No call was ever returned.

I have a serious problem with paying for a service that guarantees a product with a promised speed and not getting what I'm paying for. I don't expect a full 6 Mbps all the time. Fluctuations happen and I know that but 16 months of serious failure to to provide is going too far and should not be this dramatic. The key difference between other consumers and myself of this service at this location is that I have the technical knowledge to understand the extent of it and that I am home 24/7 (barring doctor appointments and needs of my child)

Imagine buying a car and only getting 1/4 to 2/3 of the car then being told you still have to pay for it.

The apartment complex's contract with Moonbeam means that no other internet provider can do business in this location.Desired Settlement: I expect a credit for the months of grief and having to use my skills to help resolve problems when it was resolvable. This is only reasonable on it's own merits but the added stress aggravates my health and increases my pain levels.

I expect the delivery of the service I am paying for and for it to continue to work in a reliable way at speeds realistically close to the speed they promise.

Business

Response:

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

Consumer

Response:

Review: [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,

Business

Response:

We have made changes to the account and tried to do a follow up call. Another call is being placed today 3/20/15 We will re-open the service ticket and dispatch a technician to further investigate the issues.

Review: I moved into [redacted] Apartments about 5 months ago. When moving in, they informed us that Moonbeam is the only internet company that can be serviced at this complex. This is more than acceptable if the speed even came close to the national average, but it’s not even close.

The national download speed for the United States is 18.2 Mbps based on a survey by “[redacted]” this year. My download speed is 1.9 Mbps. That is over 80% slower than the national average of the United States. I’d like to emphasize the word “average.”

After speaking with them on several occasions in the past 5 months, today they tell me that they have reached their maximum bandwidth and don’t have the equipment to increase it. This is unacceptable if they are monopolizing on a community. If they do not possess the equipment to give their customers an acceptable speed for their internet, they should allow us to purchase another company’s services.

To make matters worse, I work from home and require a higher speed than what I’m currently receiving. I may lose my job because of this ongoing issue with moonbeam. I'd rather not have to look into getting lawyers involved.Desired Settlement: I feel it is only right that Moonbeam fixes the issues explained and refunds all the money I've spent on them so far and continue to not charge me until they have an acceptable speed.

Review: I have had Moonbeam (cable) for 3 years now. I've had there internet for 2 years now and have had NOTHING but problems. I pay my bills on time yet get no service. I have called numerous times and am always told that they are having issues and they will be resolved shortly. After years and years of this I am up to my ears with anger towards them. I am tired of calling and getting no resolution and/or no refund or credit towards my account. This company is a joke. I have signed many petitions that have gone around my apartment complex requesting the leasing office to switch providers and to no a veal here I stand. Please help close this "company" that no one besides the tenants have even heard of. I'm wondering if they are even legit. I think this place is running illegally somehow.Desired Settlement: I have paid $960 into this "Internet" service. I want back my money.

Business

Response:

To whom it may concern,

Internet very slow like dial up slow, no high speed what so ever & no way to upgrade to a higher speed. Cable has NO HiDef so if you have a HD TV you won't watching it with Moonbeam.

They are the most old time system out there. They offer no program recording and their guide is the old fashion scroll type that is very slow. We lost picture several times during storms and when the guide locks up which is quite frequently it takes hours to days to get it back.

Review: I have lived in clay more crossing apt for over 14 months I can not get on the internet an watch cable tv and I pay 74.00 a month for this cable for the last 2 weeks I have not even had hbo and I keep get the error code attention 15 this is not fare,,, I have called anf I have talked to [redacted] and got no where , they only nice person I have been able to talk to about this is the service guy that came to my home when you call they lady that answers the phone is either shopping or eating this is crazy not customer service at allDesired Settlement: for the Time I have had the cable I should not have to pay

Business

Response:

Hi [redacted],

My name is [redacted], and I am the operations manager for Moonbeam Communications. I received a complaint assigned to with number [redacted].

The matter was quickly resolved in a timely manor and the resident has been credited back for the down time and credit further for compensation. The attached is an audio clip from the follow up call. If you listen to it the resident is happy with the resolution.

Please let me know if anything else needs to be done for this

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I will be credited on my bill for a month he said! I hope he does it! thank you for all of your help.

Sincerely,

If you rent at any of the "[redacted] of Companies", stay away from Moonbeam, [redacted] of Companies owned cable/internet company. If you have online school or like to play online video games, you will most likely not be able to do either. During peak hours, (4-7PM), it is understandable for internet speeds to be down due to the high volume of people coming home from work/school, but it completely shuts down most days, or to a horrendous crawl. I work 50 hours a week and my fiance does online school, she constantly has to use her hotspot to submit her schoolwork, why is the speed so slow when everyone is at work/school?
When called, they will tell you that 'upgrades' are being made to the system. I have seen zero improvement in my last 8 months here. I had a technician come to my home during said 'upgrades'. Checked my wiring/connections, corrected a few things, speed is still slow. I wanted to make this review because I feel that it has more impact than calling 'Moonbeam', which offers you constant lies and ignorance that your internet is out so often or slow half of the day. I play a lot of online games, so consistent internet speed is necessary. I say that this is a sad excuse for a company, I feel like people who use this service should be reimbursed for the constant downtime, why would I pay for a service I am not receiving?
Please, stay far away from this service that your [redacted] of Companies rental property offers, try [redacted], at least you will have a dedicated line instead of sharing it with everyone else in the complex. [redacted] is not allowed to offer service on their properties, most likely due to [redacted] offering a better, more reliable, service.

Review: Moonbeam has no high speed internet and had no HD. No other cable provider is allowed in [redacted] apartments due to Moonbeam.

Product_Or_Service: 10/31/2014Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to have the choice another cable & internet provider

Business

Response:

This statement is not correct in many ways. We do indeed provide a high-speed internet service to the property available to all residents. We are constantly making changes and updates to this system. We also do output channels in HD including; The [redacted] Channel, [redacted] and [redacted] and will be adding more channels this year in HD. Moonbeam does not block other providers from entering into the complex and Moonbeam has nothing to do the sites policy on resident satellite dishes or other providers. The amount of $180 that is being "Disputed" has no details and is not backed up by any specific detail relating to Ms. [redacted] service provided by Moonbeam. We would love more information but cannot do anything with a complaint that is not specific and does not reflects facts

Consumer

Response:

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 in. I ask if it was normal for it to take 4-5 hours to download 1 movie and they told me yes and there was nothing they could do about that. I pay hd & high speed price but thats not what I get that;s was my reason for calling to complain.

My husband and I have been dealing with moonbeam for over a week. The 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 plan.
It all started a little after we moved into our apartment. At first we thought our internet was slow due to the outdated router we were using. After purchasing a new, nicer router with amazing reviews, we were still having issues and the problem just got worse.
Before, we were having trouble loading multiple pages, using [redacted], or playing [redacted]. Now, we couldn't even load one page all the way. Frustrated, we contacted this company called "Moonbeam" that's contracted out from our apartment complex that provides internet and cable service. We only pay for internet, so we expect this service to work since it's the only one we have. However, seeing as how I can't even find a website for this company, the odds of it being "quality service" is very unlikely.
Well they have done absolutely nothing to resolve our issue. After going a few days without adequate connection and getting frustrated, we decided to call. Since it was a Sunday, they said they would have a technician out on Monday. No one ever came. We called and they said there was a "work order" but they could not confirm when someone would actually be out to check our issues. WHAT?! So are we supposed to just sit around for days waiting for them to show up? We have jobs, school, a life, etc. There's no way we can do that.
So each day we've woken up and still had no internet. We'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 4 days to check up on a customer when they are having issues. Second, they STILL never sent out a technician. Now it is Saturday, 6 days since we initially called and we STILL do not have internet. No 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 weekend.
I'm so frustrated and angry because we've been calling ALL week and have been requesting a technician the entire time. The manager should have called us back to check on us the next day in addition to IMMEDIATELY sending out a technician. He should not wait 4 days to "check up" on us and we should be compensated for this entire time that's we've went without internet. Not to mention that every time we have called, the representatives have responded as if they have no idea what they're talking about. I want to end my service with the company because of the lack of care with their customers.
If you every find out that an apartment complex contracts out with moonbeam, let that be a determining factor for NOT signing with the complex. In this day and age, it is essential to have internet access especially for work and school.

Review: My apartment complex only allows this internet provider and I was told I would be getting 6mbps well that's never happened in fact today's speed was less than 1mbps. I pay the bill to the apartment office and the service price has increased since I have been here for six months. I worked from home but since list my job and my oldest daughter was not able to complete her online college courses. In addition my other 3 children are home schooled and online daily. I use the internet fir job search now and because of anxiety and other issues it's hard for me to not work from home. I can't get a job now because of the poor internet.

Sometimes it will freeze up and sometimes it will take forever to load a page. I think dial up would be better. The company says they did upgrades to the system well then they need to keep upgrading. I am not getting the service I agreed to and I want a refund of what I have been paying and no monthly fees until they resolve it. Everyone in this complex has problems with this company but they do nothing because the residents have no choice in ISP. Give us a choice and the company would have to close.Desired Settlement: I want the service I pay for and refund of any fees I have paid for the last six months of poor service as well as no fees until they upgrade and fix their problem. People shouldn't have to pay for a service they aren't receiving

Business

Response:

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 occasions. The first was simply documented in an email from IT to myself: [redacted]

The log above shows the modem at one point getting 7.7 MPS download, very contrary to the complaint. To better document this I had our IT department take a screen show of the modem usage. The picture below shows the amount of bandwidth the modem for this customer is using. You can clearly see at times that the modem is getting 6.9 MPS If Ms. [redacted] could please call back at [redacted] we will gladly work on the issues further and do the best we can to provide the best service possible. Thank you, [redacted]Operation Manager