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NexGen Access Inc.

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Reviews NexGen Access Inc.

NexGen Access Inc. Reviews (8)

We have edited May and June's invoices to remove the charge for VoIPWe also show several phone calls to our tech support for Internet not working issues, where the resolution was the customer rebooting the customer's routerIf he needs to continuously do this, then it is a customer router issue and that should be replaced by the customer.Called in saying no internetHe is connected to the APHe said his voip is workingHad him check connection to PCTold him to reboot router, DTA and even run a virus scanHe said he would let us know what he finds out.NexGenAccess Support created task.Aug 8NexGenAccess Support added to Log.Aug 8NexGenAccess Support Called back in said he ran virus scans but still cant get onlineThen he said his phone isn't clear when he makes callsI had him bypass his router and he has internetHad him run a speed test which was fineHe is going to reset his router and try again if it doesn't he said he might go get a new router as his is a few years old.Customer called in stating no internet, I could get right into his modem, ethernet was connected, asked if he had tried rebooting his router, he had notAfter that he did call back stating that he had internet Chris B. created task.May 4Chris B. assigned to you.May

I am rejecting this response because: I can provide numerous contacts who have had problems with the reception of the phone for a long timeEither I can't hear them or they cannot hear meWhen I have to have them call me on my cell phone so we can communicate that definately shows a problem in transmitting and receivingAs an example, I have contacted NexGen no less than times since April for either the internet going down or for the phone serviceThat is not an isolated problem starting in JulyThat is just what I pullled up on my phone recordsAs far as changing providers. The service is very limited in my rural area

NexGenAccess uses a VoIP vendor to provide the serviceThis vendor filed bankruptcy which caused the loss of the DIDs to which Mr*** is referringNexGenAccess Attempted to get these back, but we were not able to as then this vendor completely went out of businessAll of this was out of our
control as we did not know of any issue until it happenedMr***'s best course of action is to contact his local Phone company to see if he can get his old DID back from them.Now to address the statement that he has had problems with the Voip service and now even the Internet service since the beginning, If this were true, why would you have kept it for all of this time? This appears to be a less than accurate statement out of frustration that his phone number has been lost due to this VoIP provider shutting down.We have adjusted his bill to remove the VoIP charges since July

There is no Prorate for cancellationBilling is done monthly and the customer must cancel before the firstWith that said, accounting had approved a prorate in this case, and a check was sent out via USPS this morning 6/30/This refund has to be sent out via check as the billing on the first is
done as a batch and not able to be separated by us into individual transactions, and then divided further to issue a partial credit

There is no Prorate for cancellationBilling is done monthly and the customer must cancel before the firstWith that said, accounting had approved a prorate in this case, and a check was sent out via USPS this morning 6/30/This refund has to be sent out via check as the billing on the first is
done as a batch and not able to be separated by us into individual transactions, and then divided further to issue a partial credit

We have edited May and June's invoices to remove the charge for VoIPWe also show several phone calls to our tech support for Internet not working issues, where the resolution was the customer rebooting the customer's routerIf he needs to continuously do this, then it is a customer router issue and that should be replaced by the customer.Called in saying no internetHe is connected to the APHe said his voip is workingHad him check connection to PCTold him to reboot router, DTA and even run a virus scanHe said he would let us know what he finds out.NexGenAccess Support created task.Aug 8NexGenAccess Support added to Log.Aug 8NexGenAccess Support Called back in said he ran virus scans but still cant get onlineThen he said his phone isn't clear when he makes callsI had him bypass his router and he has internetHad him run a speed test which was fineHe is going to reset his router and try again if it doesn't he said he might go get a new router as his is a few years old.Customer called in stating no internet, I could get right into his modem, ethernet was connected, asked if he had tried rebooting his router, he had notAfter that he did call back stating that he had internet Chris B. created task.May 4Chris B. assigned to you.May

I am rejecting this response because: I can provide numerous contacts who have had problems with the reception of the phone for a long time. Either I can't hear them or they cannot hear me. When  I have to have them  call  me on my cell phone so we can communicate that definately shows a problem in transmitting and receiving. As an example, I have contacted NexGen no less than 19 times since April for either the internet going down or for the phone service. That is not an isolated problem starting in July. That is just what I pullled up on my phone records. As far as changing providers. The service is very limited in my rural area.

NexGenAccess uses a VoIP vendor to provide the service. This vendor filed bankruptcy which caused the loss of the DIDs to which Mr. [redacted] is referring. NexGenAccess Attempted to get these back, but we were not able to as then this vendor completely went out of business. All of this was out of our...

control as we did not know of any issue until it happened. Mr. [redacted]'s best course of action is to contact his local Phone company to see if he can get his old DID back from them.Now to address the statement that he has had problems with the Voip service and now even the Internet service since the beginning, If this were true, why would you have kept it for all of this time? This appears to be a less than accurate statement out of frustration that his phone number has been lost due to this VoIP provider shutting down.We have adjusted his bill to remove the VoIP charges since July.

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Address: 100 Lake St, Delaware, Ohio, United States, 43015-1820

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