Sign in

Safelink Internet Services, LLC

Sharing is caring! Have something to share about Safelink Internet Services, LLC? Use RevDex to write a review
Reviews Safelink Internet Services, LLC

Safelink Internet Services, LLC Reviews (81)

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 meSincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below To repeat what I stated earlier, Safelink Internet Services did not contact me directly either by EMail or by US postal service or by phone I believe this is an intentional policy decision on their part, to avoid directly contacting existing customers, when the terms of new or revised service agreements might result in saving their existing customers some money (and thereby reducing the income to Safelink) They continue to make general statements in their responses to my complaint, to the effect that they notify their customers by various means including radio advertisements and notices on their website, and they also mention in the same breath contact made by Email or postal service but I am telling you that they do not contact existing customers directly with such notifications I insist that Safelink is obligated to advise me and their other existing customers directly when Safelink makes changes in the terms of their services that might be beneficial to us Safelink for sure would tell us when they make a change that would increase our cost of service Why not similarly when they make changes that decrease our cost of service I repeat my claim for a credit to my account Regards, [redacted]

Thank you for the opportunity to address yourconcernsOur standard procedure is to email out a newsletter stating changesto our set package pricing Any pricing changes will be updated on ourwebsiteWe also always offer our current customers the same promotions andguidelines as our new customers once they have finished their agreed termOurstaff is trained on new packages or promotions that we are currently offeringand which towers they would be available on as we continue to upgrade ourtowers to support higher speeds.As of July 22nd we show that your planwas upgraded to our Streaming Internet Package (mbps x mbps) at a monthlyrate of $55.25.In the history of Safelink we have always offeredhigher speed for the same cost or the same speed for less cost In acontinuing effort to provide the best quality customer service, we strive tokeep our current customers updated on our current packages but do not push orrequire they sign new agreements or change their current package.We regret to inform you that we will not be ableto issue a credit to your account

Revdex.com:If the business looks at my account they will see we have had MAJOR ISSUES last and this month with numerous calls to technical support I am accepting their response only because they will not do anything about their lack of service and I'd like to be done with this company at this point They are not about the customer, only about making money Good riddance, and thank goodness their is another internet company who can service us without constant issues and blaming the customer.I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. I was told the tower was going to be upgraded six months ago, and I'm still waiting for the promised upgrade to occur.I would still like a full refund of all of the moneys I paid SafeLink over the past six months. Their internet service is now and has always been a waste of my money since I was lucky to get up to 2 megs. download no where near the contracted up to 4 megs download.I paid them $55.25 a month for 6 months. This adds up to $331.50. SafeLink can send me a check. Regards, [redacted]

*** * ***
*** *** ***
*** ** ***Dear *** ***:Thank you for your communication with us and for your patience as we have tried to resolve the reception issue at your locationIn analyzing your case, ***, I have closely followed your phone conversations with
Allen along with all written and phone communicationIn addition, I have interviewed each Safelink employee who has been involved, including the technicians who have worked and spoken with you personallyPlease know that I understand your frustration and desire to resolve this conflict to your satisfaction. I admit that communication errors were made, which have caused intense frustration. When Allen first responded to your phone call, he lacked clarity in describing our situation, despite his good intentionsAllen confused the location of our underground fiber network, which services West Yellowstone, Montana, not Island Park, IdahoFiber networks require intense planning and preparation involving massive work and expense to service a new areaTherefore, an underground fiber network does not exist in your area, and we cannot pull a direct link your residence I regret that our promotional material did not make this clearIn addition, fixed wireless internet services requires a direct line of sight to a broadcast tower, which was not possible at your residence. Unfortunately many situations occur where there an obstacle that interferes to much with the signal to retrieve it. For this reason, our company policy states that we can never guarantee service until we are physically on location, but I'm sorry this wasn't conveyed to youBecause of your issues, we are making sure that customers in the future view this message."Important Disclaimer from Safelink Internet.While we try to service every customer in our coverage map at https://www.safelinkinternet.com/coverage-map , we encourage customers to remember that we cannot reach every location.Our wireless signal has a limited range and is affected by line-of-site structures and treesOur fiber service only services specific isolated regions.Determination of service coverage requires a phone call to (208) 677-and will never be guaranteed until we are physically on the customer's locationThus, we make no service guarantees or implied contracts to service any specific individual or businessWe will make every effort, free of charge, to determine each customer's reception and install services when possible."I know that Jason met with you last at your location and that you discussed the problems and our situationHe felt good after discussing things with you, and I'm sure hope you feel better as well even though we couldn't helpI hope that the hours of labor we put in to trying to make it happen means something to youThank you for connecting with us, and don't hesitate to contact us for any reasonAlso, we are always adding to and upgrading our towers in Island Park, and if the signal situation changes, I will be sure to let you know.Thank you for your patience and understanding,Mike R***COO, Safelink Internet

We are indeed a no contract companyWe do have the option to pay for the install up front and not be in a commitment, however you chose to go with our promotion and sign a year commitment to waive the install fee and get your first month of internet freeIn the contract you signed our terms and conditions state that in the event the customer cancels before the contract date is up the customer pays back the $installationThe records show the issues you were experiencing were in JanuaryWe have credited your account for that time, however no further credits will be issued

The billing department is open on Saturday’s from AM to PMOur tech support office is open days a week from 6AM to Midnight and can help with most anything you needFurthermore, the billing department has a couple of emails customers can use anytime day or nightThe customer could reply to any email they get from us as well to contact someone at Safelink
As for the balance on the accountWe have made the attempt to collect the equipment and were refused accessWe do not try again after thatThere was plenty of notice before the account was sent to collectionsThe customer was sent an invoice in March and also an equipment pinoticeThere was a bill sent in April and a delinquent callAlso two invoices in May and a final one in June with the equipment added to itThere was plenty of time to contact the office with a cancellationWe didn’t receive the cancellation until MayWhere we had sent invoices and none were returned to us the account was sent to collectionsWe will not make any further attempts to collect equipmentIt has been turned over to collections and the charges will stand until we receive the equipment back or payment

Thank you for the opportunity to address this complaintAs a company we stock our vehicles with standard laddersIf a taller ladder is required, that is something the tech has to pick up from the warehouse in the mornings before they start work
The tech that went out that day was in the area and asked to stop and collect the equipmentAfter he arrived he called the office and let them know that the house required a taller ladder than what is standard on our company trucksWe then
noted that and rescheduled the pull to go back in the queueThe 2nd attempt we made to collect the equipment resulted in our technician getting threatened and told not to come back without a warrantAs we stated in the previous response, if
the customer would like to ok with the current tenant that we have permission to go back to the location and collect the equipment we will make one final attemptIf we are successful in getting the equipment back, we will remove the charges
from the accountIf we are unable to get the equipment back the charges will stand

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Thank you for the opportunity to address your concernsWe
are actively working on hiring and training more staff so we can get our hold
times down to a minimumWe have also extended our hours for tech support so we
are open until 9:00pm Monday through Friday nowWe were just out there on the
16th and changed you to some updated equipment so this should resolve the issues you
were havingI do see in October the account received a credit as well as per
your requestWe also have another ticket in our system about the email
communication issues and that ticket was also resolved and closedI do not see
anything more in our ticket system or the notes that you have had any issues
since the 16thAdditionally, Safelink Internet strives to provide
well trained, professional technical support personnel and field technicians
for all services performed. If you didn’t feel you received this level of
service, then you surely didn’t have a typical Safelink Internet experience and
for that we apologize

Thank you for the
opportunity to address your concernsAs we stated, we will be letting you out of your commitment without holding you to the full months, and without "penalty"At this time we do not have a definitive date on the upgrade, however the tower is still on the schedule to be upgraded. We regret to inform
you that we will not be able to issue a refund

Thank you for the opportunity to address your concernsIn order to protect our customers we do require written documentation to cancel an accountThe policy is in place so someone else cannot say they are you and cancel your accountThe notes on the account state that you were unable to
troubleshoot fullyThere is a possibility the issues could have been resolved over the phone if all troubleshooting was completedWe did get you a trouble call as soon as we could on May 5, We got the appointment moved up days sooner than originally scheduled (5/11/16)We put forth all efforts to get the trouble call completed as soon as possibleFurthermore, a credit was issued to your account for the last month of services to offset the inconvenience you might have experiencedI apologize that you received an invoice with a balance on itThe system automatically sends the invoices out when the account is cancelledIt was cancelled before the credit was added to your accountYou should have another invoice stating the account has a zero balance

Thank you for the opportunity to address your complaintAs we stated we are not holding you to paying for the full months of internetWe only ask that you pay for the install that we waived when you signed up and
got the promotionThis was what you agreed to when you signed up for the
promotionThe credit that was issued to your account was back in October and that was the appropriate credit for the issues you were
experiencingWe are offering to put your services at the speed you say you are getting so you do not have to pay for speeds you are not gettingThis would be the best solution for you, since you are not getting your
full speeds on the current plan you are onIt would not cause you to receive less internet because those are the speeds you are stating you are gettingEven with a fake name the phone number the address and the
email address as well as your previous complaint are enough information for us to find your accountIt would be helpful if you would use your real name so we can get all the account information correct and get the
issues you are experiencing correctedAdditionally, Safelink Internet strives to provide well trained, professional technical support personnel and field technicians for all services performed. If you didn’t feel you
received this level of service, then you surely didn’t have a typical Safelink Internet experience and for that we apologize

Thank you for the opportunity to address your concernsI am not sure who you spoke with that told you we don’t own the tower and it was not our issueWe may not own the tower but we do rent them and we do upgrade the towersWe are actively upgrading multiple towers because customers’ needs and
wants have increased in the last yearYou were installed in September and we did not hear of any service issues until JanuaryI do see we did issue you the credit on your account for the issues you were experiencingWe did also let you out of your contract and not hold you for paying for the full months because of those issues. The $that was reversed was for the promotion you got when you were installedAs per the contract the $install was to be paid back in the event you cancelled before your year was upThis only pays for the initial install not any of the internet servicesWe regret to inform you that we will not be able to issue a credit to your account

Complaint: ***I am rejecting this response because:
These are the typical responses to each phone callThey are spin doctors that don't have solutionsThe tech support is a joke and they want me to only use one computer at a time shut off any other cell phones *** does not workThe techs sent to the house were unprofessional dressed unprofessionally and said some pretty frighting things to my wifeThey also damaged the roof of the house that I am rentingThey have been saying the towers would be fixed since March and can't give me a straight answer why they can't even provide me with a basic level of internet service or get me to the level of download and upload speed I am paying forYou can see they have terrible and unprofessional service by their *** reviewsI have had them offer a more expensive upgrade when they cannot provide a basic serviceI have submitted my service cancellation on July 29thI expect it to be over with and want their embarrassing and useless equipment off the property asap. Sincerely,*** ***

Thank you for the opportunity to address this complaintWe were going over the notes on this account and it does look like he has spoken with our Tier on several different occasionsThe last time before this complaint was January 12thFrom the notes on the account from that date, our tech was
under the impression the issues were resolved
It sounds as though, from our conversation with this customer today, that the initial problem has been resolved, but the customer is having problems with their routerInternet service will drop, they will power cycle the
router, and service will work againThey have to keep doing itIt's one of our routers, so we are getting a warranty replacement router for the customerWe are also trying to see if there's any way we can have a tech
in the area do a courtesy call to drop off and setup the replacement router todayIf for some reason we cannot get a technician to drop one by today we will be calling the customer to let them know when we will have
a tech outWe feel strongly that the replacement router will correct the issues this customer has had
We have no problem crediting the customer for any time that they were having issues due to our services and our equipmentWe will be adding a credit to the customer’s account as well for the service issues

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have decided to recruit the help of local news consumer help like on your side. I have to choose from, and I will have time to call them on the day after Veteran's day
Regards,
*** ***

Thank you for the opportunity to address this complaintWe do recommend the 4Xplan to be able to streamThe 2xis not enough speeds to streamThe customer switched plans in NovemberIf we indeed could not provide those speeds, we will be happy to issue a credit to their account for the
difference in the plan they would have been paying for (the 2X1) and the plan they did pay for (the 4X1)There is a technician going out to their location today to trouble shoot and see what the issues areOnce the technician reports back to us as to what the issues are we can absolutely look into a credit for this customerIf the customer believed we were blaming their equipment we do apologizeOur intent was not to blame their equipment but to suggest some other possibilities that may be causing the issuesFor instance, if there was a background app running taking some of the bandwidth, or a dual band or triband router causing frequency issuesWe typically troubleshoot these issues over the phoneThis is something the technician will test while he is out there and we will get the issues resolved for this customer, as well as look into the credit request

Thank you for the opportunity to address this complaintThis customer called in on February 5th and said she had slow speedsShe also mentioned she send emails in regarding slow speedsWe looked and didn’t
see any emails from herShe got transferred to billing to request a creditBilling
told her she needed to trouble shoot before we could issue any creditsShe said she was not paying and was going to file a complaint
We received another call on February 11th stating that she wanted to cancel and would be contacting the Revdex.comWe received her cancellation request and canceled the accountWithout trouble shooting with the
customer, we had no way to determine what the problems were and if it was with our equipment or the customer’s router or devicesWe cancelled the account per her request and tried to pull the equipmentThe
installer went out to collect the equipment and the customer told him that she refused to let us on the roofWe explained if we could not retrieve our equipment she would be billed for itShe was billed for the
equipmentWe never received a payment so the account went to collectionsWithout being able to trouble shoot this customer or retrieve our equipment, there was nothing else we could do for herIf this customer
would like to return the equipment to us we would be happy to take those charges off her account and inform collections of the new balance

Check fields!

Write a review of Safelink Internet Services, LLC

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Safelink Internet Services, LLC Rating

Overall satisfaction rating

Add contact information for Safelink Internet Services, LLC

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated