Nextlink Internet

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. [redacted].  As a company with almost 20,000 recurring monthly subscribers and installing almost 1,000 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. [redacted]’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 $70 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 10 days so that he had over 2 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 have reached out to this customer and made sure that everything continues to work to their satisfaction in the days following resolution.  We apologized for the delay but in this case we had added numerous towers in this customer's area and we needed to both attempt to physically re-point...

him to one of the new towers and when that was unsuccessful, we were able to move other subscribers to those newly added towers.  With line of site technology, we may have a customer with a good signal for a period of time but if there is any growth in trees surrounding them, their signal may get weak but the antenna will continue to try and get them their speeds.  This will impact the overall performance of the antenna, thus degrading other customer's services.  As timely as we could, we erected new towers and migrated 'poor signal customers' to those new towers.  This in turn improved this customer's signal.  We proactively do this across our entire network that spans over 220 zip codes and this type of proactive network maintenance and upgrades is truly unparalleled in the industry.  We apologize for the wait and have offered a credit for the period this customer experienced degraded service.  We appreciate their business and look forward to continuing a quality level of service for their residence.Best regards,NextLink Support

Complaint: [redacted]
I am rejecting this response because:  Several of the Tate nets made by the Owner of this company are false and some of the statements given by the respondent have no bearing on my service issues.  At no time did I ever abuse any employee, in fact I praised all the employees at the call center.  I have recorded my conversations with this company and can prove my statements.  I do admit calling the owner an it via email once he refused to listen to my problems and as he continued to send me emails threatinging to,cancel my service at time rangeing from 1am and up.  I was not able to do a proper speed test because I am a cop and I do own a security company and I am not an internet provider. I conducted a speed test via the method his tech informed on.  I was not and did not try to scare anyone by saying I was a police officer I stated I did not own a lap top so I would have to wait till the next day after work and use the one from my patrol car.  There is nothing wrong or aggressive about that.  The paper work that the owner is saying I signed after the instal is a lie.  I did not sign the paper work and the tech who,came out a week later to fix my system even apologized for the bad service and the inaccurate paper work.   The owner states that he was verbally attacked and he would rather take a bad review then provide service to an unstable person, how rude and unprofessional can a person be?  After a month of lies and unprofessional behavior from this company I believe most customers would be upset and demand a fix to their problem, and not at there expense.  Telling me it would cost me $70 to,have a person come,out again was silly.  The tech the week previous replaced a modem that was not,working.  How are faulty issues my problem.  I have a recorded call to the office where I am passed around to,three different people all in all they refuse to,try and help me and just keep telling me the owner told us to walk away.  Again if you sell a product stand behind it,  you can not expect customers to fix your issues for you.  Basically because I held them accountable,the owner decided to just cut off my service.  Tell the truth,  [redacted].  I asked for a phone call several times and all you did was send me emails at midnight and early am threatingng to,cancel my service.  If you are upset because I called you and it then I apologize, but your company refused to,give  emthe corporate office address to mail a complaint, they refused to transfer my calls, so no matter how many reoccurring customers you think you have because of good service get real.  They use you because they have too, there is no one else to get service from.  So large customer base doesn't mean they are happy, and everyone knows if you voice your displeasure then you get disconnected.  Shame full.
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]

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 it. Being in the high tech business I fully understand that interferences as referenced by the business is not easily resolved. If I was made aware of this upfront I would have never filed a complaint. Although 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]

I do not feel they ever addressed my issue when my service went out because of a storm and they told me it would be at least a week before they even looked at it - no internet for a week and I never received any kind of a credit and no apologies for the long interruption.  As to the service call:   I never got the billing emails - they went to SPAM.  I received numerous emails from them in the past and they all went through my inbox.  I didn't realize that they would send a billing issue any differently than any other emails they sent.  I do not check my SPAM - if I wanted to check spam emails then there would be no need for spam folders.   I was never notified that email would be their ONLY means of communication.  I have never dealt with a company that did not communicate by phone or US Postal service.  I was not told that the only communication I would have with them would be through email.  When I talked with them about the reconnect fee they said they do not communicate by phone or mail.  However, I had received texts from them on my phone before so I DO NOT ACCEPT that answer from them.  When we started having trouble with the internet I got a text saying that I was scheduled for a service call.  I was never told that I was scheduled for an equipment pick up - I was told it was a service call and I thought that they were coming to fix my problem.  If I had been notified that it was for equipment pick up then I would have realized that there was a problem and would have called them before they came.  I feel that they were being DECEPTIVE by saying that it was a service call so that I would not know what was going on just so they could  get the service fee from me.  I also feel that they are being DECEPTIVE by saying that they do not make phone calls or have the means to call customers especially when they can send a text about service calls so easily.  I feel that they could send message about any other problems also. I feel they have extremely poor customer service and do not treat customers in that way that I feel a respectable business should.

During our origination and scheduling process we do inform all customers of the 12 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 $100 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

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.

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.