NTS Communications

Experiencing problems with cable, phone, and internet services. Have not had any good experiences with customer service with this company.
ACCT *** CENTER
Signed 3 year contract with NTS Communications in August of 2016.
I have had multiple problems with the phone service. The lines are very static-y a lot of the time, making it hard to hear the other person. One day the phones just stopped working. One of my employees called from their cell phone to NTS. We didn't hear back from them until after lunch time, in which they tried to walk us through how to fix it over the phone, which we were unable to do. The next day a technician came in and all that had to be done was to push a reset button on one of the boxes which is not what they were telling us over the phone. I run a dental practice and was not able to receive patient phone calls for an entire day.
We have also had problems with our cable. To turn our cable boxes on we have to enter a password. When the password is entered it says "authenticating." The authentication fails and then it says to tap any button to continue. When you tap to continue it says "re-authenticating" and ends up freezing on that screen. We checked and double checked to make sure the user name and password (which are both the same-our zip code) were entered correctly and they were.
Our internet has been slow and we have had problems with our Wi-Fi from the beginning.
Most importantly, our voice mail has not worked properly for a couple of months now (that we know of). An employee who was off of work called the office and realized our 2nd line was not rolling over to the voice mail. On August 28th *** (from my office) spoke with *** (NTS Comm) aboout our voicemail. The issue was never reolved and there was no follow up. We called to tell them that we wanted to cancel our services. They stated that even if we canceled we would have to pay the contract in full, even though they haven't been providing us with the services that were on our contract. We were contacted by *** from NTS. he said we could not cancel our contract because there was no record of previous complaints or "tickets." We have called many other times to have things fixed from the cable to the phone lines. There should have been record of that. *** told us that regarding our internet speed we needed to upgrade our speeds for about $15 more a month. I told *** no, why would I pay $15 more a month to you guys when I am trying to get our services canceled. On Sept. 17 we asked *** to "open a ticket" for the voice mail complaint and to email a copy, which he did. (Ref # XXXXXXXXXXXX) We talked to *** about the poor customer service we were experiencing with the company. *** ensured us that he would take care of us and have a supervisor call the next day. We did not receive a call from his supervisor and our voice mail still was not working.
My manager, *** started speaking with *** to cancel our services.

On Mon, Oct 1, 2018 at 4:11 PM *** wrote:
2nd Request for CANCELLATION - ACCOUNT XXXXXXXXXXX - *** CENTER
Customer is NOT happy in the handling of his services/reported troubles and verification that services were ever installed properly. Voice Mail has never worked properly and TV in Lobby has never worked. Please call Dr *** at XXX-XXX-XXXX

Monday Oct 1st - 2nd cancellation request of account
Monday Oct. 8th - voicemail still not working, on either line. THIRD request for cancellation.
Wednesday Oct. 10 *** came to our office to try to smooth things over. We told him we are done with the company. We are not happy at all with services or customer service.

Tickets associated with our account: XXXXXXXXXXXX & XXXXXXXXXXXX XXXXXXXXXXXX