Nextlink Internet

HORRID experience. THREE weeks of bad internet. I loved Nextlink for 2 years. yes, there were issues, but they always made it right. this time, the senior tech said they would have someone out TODAY-----6:50PM this evening Nextlink calls to say NO they will not be out that the supervisor over-road what the senior tech said and they will "MAIL" me something. Are you kidding me? I spend over $400 A MONTH and you will MAIL me something? NOPE I get better service from a plug in Verizon tower than from this internet provider!

I, along with apparently many others in my area, have had issues with NextLink over the past year, but I’ve got to say, the Tech, Jacob, who has been so very helpful any and every time I have talked with him, told me months ago to “hang in there” it would get better and I would be sooo glad that I stayed with NextLink. Well, I’ve got to tell you, he was absolutely right….
Last week when Kevin and his supervisor Ryan were installing new service across the street from me, I got an unexpected knock on my door. It was Ryan who just wanted to know how my service was going, was I having any problems? I told him that it had been slowly improving, but I was experiencing quite a bit of buffering. He asked if he could shut down my service for a few minutes and replace my dish with a newer one, which he did. The buffering has completely stopped! Thank you Ryan!
I’ve been in my tree covered spot for 5 years now and have tried every Internet service available to me at one time or another and I’ve got to say, even with the prior problems, NextLink has been the best! This, I believe, is mainly due to the service technicians they have working for them. I haven’t met one yet that wasn’t knowledgeable, respectful and eager to resolve any issue I had, without excuse. Unfortunately, I can’t say the same for their customer service department, not because they don’t try, but if anyone in charge at NextLink reads these reviews, your Customer Service Dept needs to be better informed and stop just coming up with excuses. If you are a potential new customer, I highly recommend this company, as I firmly believe they are past the worst of their issues and making big strides into being the best around. Thank you NextLink.

After spending over $4000 to install a tower to use this internet service, and upgrading multiple times, the company was not providing me with what was in the contract. Over the course of four months they began to ignore me, and then finally decided to terminate my contract/service without my consent. After being ignored for over a month, I began calling weekly, and emailing weekly. One of the sales employees lied to me on multiple occasions and made promises that were never fulfilled. They know they are the only internet in the area and abuse their customers. If you call them out on it, they just cancel your service. If you make complaints, they lie. They spent more time telling me there were no problems, and it was on my end than they did actually talking to me. Their own Engineers told me that the sale team lied to me, and that there were obvious issues that would need to be addressed. The Engineers also told me exactly when they fixed things and what they did to fix them. The technicians were monitoring everything the entire time and sent me actual graphs depicting my issues. Not one of these departments ever talked to the other. I left many messages on their "supervisor" line and was ignored. I sent emails to be ignored, and if they were answered, they did not actually answer any of the questions or address any of the issues. They used aggressive Upsell tactics and then when I was stuck in a contract, asked for more. Not even a week after they told me to upgrade a technician and engineer told me on separate occasions that there were separate issues that they had to fix. Rather than own up to the issues and make good by their word. They would prefer to just dump customers that do not just hand want to blindly hand them money for a sub par intermittent service. Now, I am stuck without any internet service because they are the only service available where I live. So much for that 280 million dollars the government gave Nextlink to provide internet to the rural areas!

All of our subscribers AGREE to sign a month AGREEMENT that includes an early termination fee of $ Our business model banks on the majority of our subscribers will remain on service for some time after their initial agreement in order to pay for the equipment, unlimited bandwidth, labor, ongoing maintenance on those items, etc Anything short of months and our pricing and UNLIMITED DATA (that our competitors don't offer) that we offer our subscribers, will realize a loss if we don't hold subscribers to what they AGREED to The equipment we install, the de-install, refurbishing equipment, etc on this account will realize a loss to the business We cannot stay in business if we do all of this work and our subscribers disconnect after a few months We did make a huge exception in this case by totaling the remaining monthly recurring cost they pay and cut that amount in half That is how we came up with the amount which is way less that the contracted termination fee that she agreed to when signing up for the service If that is a violation on our part, I'm baffled!All of this said, we do treat every instance based on the circumstance We have records of all our interactions with this subscriber and we were never told about any serious illness We were just told she needed to move and were unable to reconnect service where she was moving to With that little information we still made a tremendous exception to the $contracted early termination fee with a $amount With this knowledge, our call center manager is attempting to reach out to this customer once again to gather additional information that was not originally disclosed and we will render a final decision based on that interaction I do not know of any other internet service provider that would make the exceptions already made and the ongoing efforts that are currently taking place Best Regards,NextLink Internet

I’m the Owner of Nextlink Internet and wanted to personally respond to this complaint as I was involved on the initial problem assessment and response to Mr*** As a company with almost 20,recurring monthly subscribers and installing almost 1,new subscribers a month currently, we deal with a variety of personalities Probably once a quarter, we run across a subscriber who is excessively abusive, unreasonable, threatening and/or just plain unstable In those situations, we politely withdraw from continuing to provide service to the subscriber and provide free service to allow them to find another provider and as deemed appropriate, provide refunds for previously paid funds by the subscriber Mr [redacted] is one of those situations as we have provided 100% refund of payment for service and continued to provide free service to allow him to identify a replacement provider Regarding the situation, Mr [redacted] has accused the installer of putting in service that couldn’t meet his ordered speeds Our policy is that the installer shows the subscriber the speeds achieved at the time of install before they sign off on the install and sign paperwork Our installer who handled Mr [redacted] is an installer who has been with us for some time and has great installation reviews Further, he disputes Mr***’s assessment that the speeds were not achieved on the install Additionally, Mr [redacted] doesn’t just argue he didn’t get the speeds, he is specifically saying his installer is a liar even though Mr [redacted] signed the installer’s paperwork for the install which he neglects to mention in the complaint I interacted with Mr [redacted] last week, as he referred to in his complaint, when he was being abusive to the call center staff over what he claimed was poor internet service performance Mr [redacted] would not properly perform the speed test which would have provided an accurate measurement We performed a remote speed test and got the proper speeds for his location When I pointed this out to Mr [redacted] and offered to send a technician onsite to troubleshoot as he was demanding happen immediately the next day, I indicated that if the problem was found to be on his end and not a Nextlink issue that there would be a $service call charge However if there was a service issue related to insufficient speeds due to an issue with Nextlink or its gear, there would be no service charge At that point, Mr [redacted] became verbally abusive again He indicated that he worked for the police department and also separately referenced his patrol car to further drive home the point, so basically saying he was policeman (We have researched him on social media and Mr [redacted] works for a security guard company.) Further, he made veiled threats to me personally via email about coming to our office and speaking to my face since I didn’t understand “words” via email He called me directly via email, and to my employees over the phone, an it It was during the exchanges with Mr [redacted] that finally I indicated to Mr [redacted] we would refund 100% of his funds paid during his short tenure as a subscriber of Nextlink and provide him another week of free service to find another provider given our inability to provide quality service at his location (per his claim) Mr [redacted] indicated he was out of town that week and wanted more time, I said no problem and extended the free service period another days so that he had over full weeks to find another provider In summary, Mr [redacted] finds our service does not provide what he is paying for We strongly disagree with that assessment and the manner in which Mr [redacted] is determining his speeds Most importantly, he has become verbally abusive and we are unable to provide service to him at any level with this kind of verbal abuse, threatening language and attempts to intimidate by claiming he works for the police department As such, we refunded 100% of his paid money and provided additional free service during a transition period And as the Owner of this Company, I would rather have a bad Revdex.com review on my record than provide services to someone being verbally abusive to our staff

We are in contact with Mr [redacted] and while the phone service has worked and been in use since the customer's number ported from [redacted] to NextLink, the delay of [redacted] completing the porting process resulted in continued billing from them to the customer NextLink cannot control the porting process from [redacted] , however, we feel there was a gap in communication to the customer regarding this process We have discussed this situation with the customer and have mutually agreed to an appropriate credit to his account

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is more than satisfactory to me The owner also contacted me personally and we had a lengthy discussion, the owner was very open about the issues and very candid about itBeing in the high tech business I fully understand that interferences as referenced by the business is not easily resolvedIf I was made aware of this upfront I would have never filed a complaintAlthough the period is short but the issue seems to be resolved, and the service is back to same level as it was prior to the recent issues.Again I appreciate the owner calling me and being candid about what is going Regards, [redacted] ***

Revdex.com: 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, [redacted]

During our origination and scheduling process we do inform all customers of the month term agreement and early termination fee (ETF) and it is reflected in the agreement that is signed at time of install If we did not adhere to this policy, we simply couldn't offer unlimited downloads (no data limitations) or the speeds at our current advertised rates Many providers offer no contracts but their speeds offered are lower, data limitations are enforced, monthly rates are higher, they charge for every service call for storm related issues and the initial installation fee is higher We want to offer lower rates, higher speeds, unlimited downloads and we maintain all equipment issues and truck rolls at our cost for customers in the rural areas where there are limited choices for quality internet service and customer service If we allowed early terminations for all of our customers where we only collect a $installation fee (a fraction of the cost of labor and equipment) and performed the initial installation, de-installation and attempted re-installation at the new residence, we simply couldn't sustain the business It costs a considerable amount to install and maintain our customers When our customers move service we do attempt to re-install the service but if we cannot get a connection from our tower, we must enforce the terms of the original agreement and do not charge for the attempt to acquire service at the new location We do offer flexible payment arrangement to pay out the original term or the early termination fee, whichever is less.We have contacted Mr [redacted] and have worked out a mutual agreement for this instance We appreciate his business and patience and would love to serve him again should he move back into a serviceable area.Best Regards,NextLink Support

While there were no "Lies" involved her, we have corrected an issue with a newer agent that didn't escalate this appropriately We have taken corrective action internally as well as spoken with the customer and have refunded the appropriate amount equal to the upgraded service The tower location that reaches this customer's area is a few days away from having the gear upgraded in order to perform at the higher speeds We have spoken live with this customer and he was satisfied with the response and refunded amount

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
Although, I feel that I should not have had to get the Revdex.com involved with my complaint It's sad when a business only responds to this kind of thing and not the individual customer, who has been a great customer for 2-1/years Not sure I will ever go back to using them, and I will never recommend them to anyone again
Regards,
*** ***

We actually have been working on the problems that arose at this tower over the last couple weeks and on a daily basis The core issue we are having is interference with the frequency At this point there is zero need to go door to door to subscribers until we have a final
resolution in place and we don't want to give too many details to our subscribers until we feel we have the final solution well in hand There are numerous wireless providers in the area running within the same spectrum This along with commercial businesses running their own Point to Point links to remote campus buildings We have recognized the issue and to the tune of securing another tower to eliminate some of the antennas on this tower to cut down the overlapping frequency interferenceTo say our customer service has lost touch couldn't be further from reality as echoed by the vast majority of our subscribers We strive to make sure 100% of our customer base is satisfied with our service and customer service From time to time we have isolated areas in our network that experience a new dynamic and as fast as we can eliminate the issue, we do New towers that have to have structural analysis and FCC approvals is not an overnight exercise nor is isolating a solution that will fully remedy the issue before throwing labor and large expenses at it I see we have exhausted your patience by not communicating effectively enough We apologize our communication and timing to resolve the issue have led to widespread posting on social media to relieve your frustration To do this sets back small businesses like ours tremendously versus just moving to another provider when you feel we have not acted fast enough and you feel those providers will not have similar issues If we had widespread reviews that had lack of reaction and no positive resolutions, I could understand further postings and reviews to wake up an unresponsive organization I will have the team suspend your billing effectively immediately and provide you a refund of your last month’s paymentWe will continue to suspend billing to allow you enough time to research the other providers in the area and if needed we can provide a list of those providers to you Let us know and we will assist in any way we can

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
Regards,
*** ***

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
Regards,
*** ***

*** *** was installed on 2/20/2018, and could not contact NextLink to report service issues due to a major network outage on NextLink’s end*** *** was contacted via phone on 2/22/2018, where an agent confirmed the service issues, and helped *** *** resolve the problem over
the phoneThree days’ worth of credit was issued to *** *** for the service issues he experienced

We have contacted this customer and made him aware that we are working towards a permanent resolutionDuring that time we have suspended his billing for days and given him a two month creditAt the end of the days he has the ability to cancel his service with no penalty if he chooses to do
so

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. I do hope they implement the redundancy they discussed in their outage report date
Regards,
*** ***

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
Regards,
*** ***

We have double checked this customer's connection and there are ticket notes on the incident that we have reached out and confirmed that they did reconnect. We had a similar outage two weeks later and have provided a full accounting of these incidents within an Outage Summary. That
summary can be accessed here and it will detail why our phones and chat systems went dark and what we already have planned to remedy this should future outages occur. We apologize for any inconvenience this has caused and will continue to harden our systems to prevent like occurrences in the future. ***

Our Field Tech Supervisor has been in touch with the customer and has relocated the dish to their satisfaction The original technician did put in his notes, following the installation, that the option for the onsite customer (a female) to take a look at the areas where we could gain a proper
signal The notes indicate that she declined and left the judgement up to the technician The weather was very cold this day and could be the reason for the contact to not perform a visual inspection of the location The contact center agent was correct in responding that there is typically a fee for moving the equipment as it is only installed at the approval of the onsite party and they are authorized to decide whether to install or not install based on aesthetic purposes We walk away from numerous installs every week because the homeowner decides the areas needed for the dish will not work for aesthetic reasons and we cancel those installations at no charge to the customer Once notified of this written complaint, we investigated further and both the call center and the technician correctly followed company procedure and the wishes of the onsite party We are willing to work outside of our policies within reason and have done so in this case in the spirit of good customer service and the hopes we will resolve this to both parties satisfaction and that we solve a need with quality service from this point forward for this customer We appreciate their patience, understanding and our reasoning for the events in this case and look forward to providing them with a quality service and ongoing customer service as a valued NextLink customer. Thank You,NextLink Support