Orbitel Communications

Mr***, we can only go by the records provided on your accountI will research to see if there are any inconsistenciesHowever, if someone called to have service connected, service was provided and used, then the amount will standThank you for your patience in this matter

Thank you for your submissionThe *** *** HOA has a different agreement originally reached with *** *** and then assumed by Orbitel when *** was purchased in That agreement notes that any home that fails to pay HOA dues for even one month will then have to pay for cable outside
of the HOAHowever, the home is still obligated to receive basic cable services under the prior agreement sans HOA discountYour issue is not with Orbitel, which was still operating under the agreement, but with the HOA itselfIf they can produce to Orbitel the papers noting sale, Orbitel will make sure billing for your account ceases on that dateThanks, *

I do not have a response from Orbitel that is acceptableNo one with any authority has called to correct the problemThey are still working to correctNo compensation for the months past payments with interepted service
*** ***

Thank you very much for your messageWe are as frustrated as you areThese outages of signal are due to the source in which Orbitel receives themThe Tucson networks are fed to us via *** (a major cable provider in Pima County)They had equipment issues which caused the major networks to go
dark for us as well as ***We have been in contact with *** and have been assured that this issue will be fixed this weekThanks, *

We apologize for any inconvenience this member may have been caused by our move to a new billing systemHowever, our records show only one missing payment and that was for AugustThat payment was placed on the wrong accountWe greatly appreciate the member working with us to resolve the issue and
the payment was placed on her accountNo late fees were placed on the account and it is showing to be current

I have been a cable customer of Orbitel/Western Broadband for nearly years with generally good service and annual price increases We spend the winter months in Sun Lakes and return back north for the summer This past spring I notified Orbitel that we were leaving for the summer and to put me on the seasonal billing I have always received my statements via emailToday I received an email saying " Please see the attached statementsYour account is past duePlease call
the office to make a payment ASAP." The attached statements were the last four months which I never receivedEvidently Orbitel changed their billing system and somehow the indicator for email billing was dropped so everyone on that method never received a statement When speaking with the customer service rep, I told her I would be happy to pay my balance, but without months of late charges and a reactivation fee She got very rude and belligerent saying it was my responsibility to call them when I didn't receive any bill for months Quite frankly we are very busy and travel so when I get a bill, I pay it After some heated conversation back and forth she finally agreed to waive the late and reactivation fees This was the worst customer experience I have had with any business in a long time Since they made the error to begin with and then realized it by sending me the months of statements, she should have apologized and offered the credit right away When we return this fall we will probably no longer be a customer I hope others did not have this same experience

I am surprised to receive a such a complaint from this customer as there are no service calls to this address since June of We have also verified clear signal to the home and that the customer has downloaded 19.6GB while uploading 1.5GB in the past hoursThus, we will not be issuing any
credits to the accountWe are more than happy to schedule a service call if they so choose to show usage and clear signalIt could be an issue on the inside of the house or with their equipmentThanks, J

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have...

determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Apparently Orbitel Communications did not read or understand the basis of my complaint. The $55 is between myself and Orbitel because I told them on two occasions that I did not need any services after March 31st. The fact that they allowed my tenant to request additional services without my written permission falls on their lap. I will fight this through the court system if they don't realize their error. I will reiterate that when I requested services I only authorized basic service, Orbitel chose to provide additional services at my tenants request without my permission. I request that Orbitel reconsider their decision unless they desire a costly court fight.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have purchased many homes in many HOAs in [redacted] and have paid Orbitel Communications through the HOA fees for all of them, except this one home that I owned in [redacted] HOA.  How am I supposed to know that the cable fees are separate from the HOA fees?  Since I have never lived at or received mail at this address, I had no way of knowing that on this home, the Orbitel fees had been separated from the HOA fee.  Neither Orbitel or the HOA informed me that I would have to pay them separately.  On the Orbitel website, it still says if you live in these HOAs (gives a list, on which [redacted] is included), you do NOT pay Orbitel directly, but through your HOA fee.  
Here is a quote from their website:
“Basic Cable TV is included in the HOA fees paid by residents of [redacted] and [redacted] ('Basic Cable Bulk Billed Communities'). Residents of these areas do not pay Orbitel directly for Basic service fees.”
So when properties close escrow, any prior Orbitel bill should be settled and the new owners should have their rights under the contract renewed with their basic cable as part of the HOA bill, at the discounted HOA bulk rate.  Why should I have to pay at the undiscounted rate, just because the previous owner had financial trouble and lost this home?  Also, why doesn’t Orbitel mail out bills that explain their position and reason for billing the cable service separately.  Communication is NOT their strong suit.
I did contact the HOA and they told me that they had contacted Orbitel on January 14th, 2014 and that they had informed Orbitel of the sale of this home in August 2013.  The information is recorded at the [redacted] website for public viewing, so I have attached a pdf of that for Orbitel’s perusal.
According to Orbitel, I have no recourse but to pay the undiscounted basic cable rate, so if they would send a bill via US mail with the appropriate charges for the months I owned this property, I will send them a check and hopefully they will be kind enough to call the collection dogs off.
Regards,
Loren Ness

We have spoken with Mr. [redacted] and explained the situation. His neighbor received a promotion that no longer exists. We explained this to him. And, out of kindness and goodwill, gave him a promotion he was not eligible for. His response is a Revdex.com complaint. Sorry that our efforts are not acceptable...

to the complaintant. There is no other course of action on our part. Thanks, J

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],...

and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Apparently Orbitel Communications did not read or understand the basis of my complaint. The $55 is between myself and Orbitel because I told them on two occasions that I did not need any services after March 31st. The fact that they allowed my tenant to request additional services without my written permission falls on their lap. I will fight this through the court system if they don't realize their error. I will reiterate that when I requested services I only authorized basic service, Orbitel chose to provide additional services at my tenants request without my permission. I request that Orbitel reconsider their decision unless they desire a costly court fight.
Regards,
[redacted]

After loathing this company for years, Orbitel has very recently changed. They massively improved their servers and I'm now at 50 Mbps download speeds! They did not increase my rates to obtain this speed either. I went from 9 Mbps to 50 after their upgrade. TV is no longer having problems dropping the signal or otherwise pixelating into large block images. Also, their local staff just north of Tucson are very friendly. I'm amazed they pulled it off. Bravo Orbitel. You're healing.

I do not have a response from Orbitel that is acceptable. No one with any authority has called to correct the problem. They are still working to correct. No compensation for the months past payments with interepted service. [redacted]

Mr. [redacted], I am sorry you have experienced these issues. While we cannot help with the repair of your computer issues, we would be more than happy to help (if able) by having our tech service work to try to merge your old e-mail account files and contacts with your new one. Hopefully, there...

is a solution. With your permission, I will pass along your contact information. Thanks, *

Historically poor service, they don't answer the phones if you try to communicate with the business, they do NOT do as they promise on multiple occasions. This company is a complete fraud! In addition to extremely poor service, they do not provide the basic services we pay for, they rarely if ever answer there phones when we do try to get corrective service, they have repeatedly promised "billing credits" for their mistakes (over 2 years time) and we never received 1 credit! Our recent two service tickets habitually get "fulfilled" without any corrective action or a service call being made.. This company has no intention of providing the services they bill people for...

Dear...

Orbitel Communications, the service was turned on by a simple phone call? Did you happen to ask the name that was on the account or who was calling, did you leave a service tech note at the door or anything, I have never done business with a company that doesn't require a signature, or Person to person aacknowledgement of service. The previous time I had your service back in 2010-2011 a service technician came inside my house and set everything up. On the bill from your office there is a 70 dollar reconnect fee for what. There no tech or person that cane to my house or this would have never happen. I do not except the responsibilities of paying this for I never called or used your service. 
Thank you [redacted]

The technical staff of Orbitel Communications is probably the worst I have ever dealt with! I've made a half a dozen tries and they all lack adequate knowledge of internet/email issues. I am switching back to [redacted] today and will never consider Orbitel again.

We apologize for any inconvenience this member may have been caused by our move to a new billing system. However, our records show only one...

missing payment and that was for August. That payment was placed on the wrong
account. We greatly appreciate the member working with us to resolve the issue and the payment was placed on her account. No late fees were placed on the account and it is showing to be current.

Thank you for your submission. The [redacted] HOA has a different agreement originally reached with [redacted] and then assumed by Orbitel when [redacted] was purchased in 2011. That agreement notes that any home that fails to pay HOA dues for even one month will then have to pay for cable outside...

of the HOA. However, the home is still obligated to receive basic cable services under the prior agreement sans HOA discount. Your issue is not with Orbitel, which was still operating under the agreement, but with the HOA itself. If they can produce to Orbitel the papers noting sale, Orbitel will make sure billing for your account ceases on that date. Thanks, *