Safelink Internet

I contacted Safelink Internet to see if what would be required to have internet service at my apartment. I was never informed that a fee of $75 would be charged for someone to assess my request. When the technician arrived he indicated that I could get a slow internet connection but that it would require a dish to be installed and for a hole to be drilled into the apartment to feed the internet cable. I informed him I wasn't willing to do that since I just rent and don't want to have devices added to the structure nor have a hole drilled into the structure. Later I received a bill from Safelink for $75 to assess the situation. Previously, I had two other internet companies look at the site and they weren't able to provide service at that time and I was not charged anything from the other two companies. I wouldn't have asked Safelink to come to my apartment if I knew I would be charged $75 for an assessment. It is deceptive and unfair business practices. They have continued to harass me with unwanted emails and adding late fees to the bill. As a senior citizen I resent their practice and lack of full disclosure.

Safelink has been unable to provide the service we have been paying for since December of 2018. They kept us on the hook by continually promising projects that were to resolve our issues. We pay for a premium business package as I work from home and my kids are homeschooled. Every time we contact support (which has been on average - weekly, sometimes multiple times per week) the stories provided for their issues change. A few times honest employees have shared that their sales department continues to sell services they cannot provide. It was explained to us on multiple occasions that their towers are oversubscribed. The service has only gotten worse with time. While we are in the process of moving to a different provider, I want my nearly two years of failed service refunded in full. This will help offset missed school classes, failed meetings and multiple family movie and game nights being ruined. We have spent countless hours helping you troubleshoot your issues. Anything short of and we’ll be spearheading a class action suit. I’ve reached out to numerous Safelink customers, both past and present, who have had the same experiences.

In March my job became work from home due to Covid 19. At the time I had service with another provider, and they simply said they could not provide me with the service that I needed to provide technical support for a major financial company. I decided to switch to Safelink at that time. I was very clear that I would have to have RELIABLE service. From the very first day I experienced issues. The internet would go down multiple times per day. After just a couple of days I called and was told I most likely was not paying for a large enough package. So, I went ahead and upgraded to the business level of Internet service.

The problems persisted. I would loose connection several times a day. I called, I chatted in, and I spoke with numerous tech support agents. NOT ONE TIME did anyone offer to send a technician to my home. After months of this persisting I was told by my management that if I did not have reliable internet they would not be able to continue my employment. I called and emailed to no avail. I was told that I would need to contact my VOIP provider, but I do not user VOIP. All that was done complaint and request after complaint and request is monitoring my connection and resetting my modem. NOTHING helped.

I finally had no choice but to leave. When I did I was told that I was going to be charged a disconnection fee of $64 because I did not stay with the company for the full year. I would have stayed with the company for a LOT LONGER than a year (I had my last provider for 14 years) had they fixed the issues. They refused, and I could not loose my job when no one took my issues seriously. I told them NUMEROUS times that I had to have this fixed or I would have to change providers.

Safelink has also alleged that they tried to contact me to see if the problem persisted and I did not rely. This is an outright LIE, and I have the email to prove otherwise. As a matter of fact I have records of ALL of my emails and phone calls that I would be happy to provide.

We have tried to contact Safelink repeatedly attempting to resolve an issue. We are paying for 20 mbps internet however download speeds are less than 5 mbps. Every time I finally get through to talk to a person, it's been a 3 hour wait and they can't help me. They've supposedly escalated the issue several times, but we've never heard back and the issue has not been resolved. This company does not provide the services that have been paid for and we as costumers are frustrated.

We have a service contract for Internet speed of 20Mbs/sec, but forr the past 12 months, our service has been varying speeds from 0Mbs - 20Mbs. Mostly, 0Mbs, cause the service keeps dropping off constantly 15-20 times per day. We've called their technical number approximately 50-60 times, with several "escalations", and our service is still terrible. As a matter of fact, Safelink disconnected our service, without our permission, because they couldn't fix the problem. This problem occurred right after they updated the software on the server we use. I believe there is either a corrupt file affecting our account, or this is being done on purpose. I think they need to have the IT Administrator look at this problem. Either way, I AM TIRED OF CALLING EVERYDAY AND TIRED OF WAITING FOR CALL BACKS FROM THEM. If this issue isn't resolved, then I'll have no other recourse, except to file a Civil Suit.

I'd appreciate any resolution you can help me with. Thank you!!!

We have been with Safelink Internet for 5 years and as hard as it is to believe the service just gets worse than the time before. They have the monopoly on small communities. I am going to research other providers and once I find one I will share the name with the community. Safelink never returns phone calls. Good luck trying to get through the phone answer menu. All representatives busy with other callers. No response to email, except to say a ticket has been set up...then nothing happens. What a way to do business.

I apologize for any spelling errors as I am typing on my cell phone. We had internet service in Monday until a service guy came out replace old equip at the neighbors. Our internet is no longer working. I called and spoke to a Carlos at 1:53 he could see our internet was not working and told me he would fund out what's going on and call me back at 9 am the next morning. No call so I called and spoke to Samatha. Samatha tells me Carkos couldn't call me back because he had the day off. Samatha gets an appointment setup. Someone was suppose to call by 930. Its 10 no call. I also asked to speak to a manager. Samantha transfers me were I am on hold for several minutes then she tells me the manager is on the phone and will call me back. NEVER received a call. We went through this same bs with these people last winter. We are being held hostage by this company as we need internet l. If we could find another xonpa y we would change. Their customer service is absolutley the worst!

I have been a customer of their home service for approximately a year. I work from home so internet availability is really, really important. Occasional downtime (i.e., a couple hrs) a few times a year, no problem. In my year with Safelink, I have experienced downtime (i.e., no internet) of multiple days to multiple days several times. I've also also experienced horrible performance (5mbps range) and 1000+ms latency (i.e., really really slow)...way outside of performance statements by the company. Hours spent wasted with on-line support only to be promised a call back from level 3 support (supposedly guaranteed within 2 hrs) that never happens. Give me a break. Note: I used to work for *** Systems so I know a little about networking and this company is terrible. I guess it should be expected when their CEO has a combo undergraduate and MBA from an online university in a couple of years. I'm now a firm believer in the concept that the "fish rots from the head down.

We have a fiber optic line connected to a wi-fi modem provided by Safelink. We have many dropouts daily that last anywhere from several seconds to over 5 minutes. We stream TV and use other devices for which their service should be able to provide support without so many dropouts. Tech support has replaced the wi-fi, cleaned the connections, and tried to fix it externally without any improvements. We are not happy.

On June 17, 2019, after being dissatisfied with another major phone carrier, I placed an order with Safelink Internet to port our business number to them, and switch over to VOiP. I submitted the necessary forms, and on Wednesday, July 10, received a call that our porting process would be completed the following day. Wednesday, July 10th at 9:10 PM was the last phone call my business has received.
I called Safelink tech support line and by the end of the day Thursday, July 11th, had spent five hours with a tech support rep trying to resolve the issue to no avail. The only solution was to forward the incoming calls to an employee's private cell number.
They "escalated" the issue to the "next level", and made an appointment for the next available service visit slot available which was to be Saturday between 8:00 AM and 12:00 noon. No one came. I called tech support, and they assured me that someone would be there no later than 4:00 PM. No one came. They next assured me that someone would be here by 6:00 PM. No one came. Next, 8:00 PM. No one came. Next, 11:00 PM. At 11:15, the poor technician showed up, but didn't have the parts or knowledge to connect the phone service. He left at midnight after assuring me that his superiors would see to it that the call forwarding was set up again by the beginning of business Monday morning, July 15. It wasn't.
At 5:00 PM, Monday, July 15, a customer service rep called me to ask how my phone service was working and if I am happy with it...
At 5:30 PM, Monday, July 15, tech support called to reschedule the repair service visit for Wednesday, July 17. I "explained" that this is not acceptable, and the MINUTE I can call out on my phone, I'll be re-connecting with my previous carrier.
The technician called me to tell me that his manager will require that the second visit will be billable, as they don't normally require a second visit to set up phone service, and that the parts needed are specialized (they need an old-school four-wire phone jack, but apparently do not possess that technology...).
When and if I ever see phone service, and if I ever see a bill for connection, I will attach MY billable invoice for the five days I've been without phone service (SO FAR) at $2500 - $3000 PER DAY.
Meanwhile, if you call my business number (same number for 56 years without any issues even CLOSE to THIS magnitude, you'll get a busy signal.

Safelink Internet sold me a 10 MB download speed package in January 2019. I've found the average speed to be well below that. Today I tested it on two different computers with a download speed of .57 Mbs, or less than 1/20th of what I am paying for. This is not because of a router or other equipment issue or streaming usage congesting my network. I'm a computer security expert and have traced this to their backbone services and informed them of such, even with upper management, and continue to receive extremely poor Internet services. They are clearly not provisioning their network properly for services sold. Customer service is also absolutely horrible. I can't count the number of hours I've been on the phone seeking a 'fix' when it's become clear there isn't any - this is just how the business is now run contrary to former years where service was good to great.

In November I canceled my service as I was already paid up for most of the month the service was scheduled to disconnect on the last day I had paid for. On 11/26/18 they charged my account twice for the canceled services. When I contacted them the refunded one of the charges but not the other. When I called them back they said I hadn’t been charged twice. I asked for an email to send my bank statement and was given an invalid address. Since they have not responded to my inquiries about this charge

This is by far the worst company to work with. No one can give a straight answer. They send "final bills" with a certain amount, then charge again and send you to collections. Not one person will listen to customers concerns, the service is HORRID and their technician team drilled holes through shingles on the roof to install a pole that was never removed when service was cancelled. The collection agency themselves that I was sent to, said that this company is a nightmare and many, many customers are being treated badly. Nice job Safelink!!

Safe link no longer provides good quality costumer service, I have had them two years and I have had poor or no internet problems, 3 hours on the phone each time and they refused to send out a technician to figure out the problem, I have had enough and since I have tried to cancel my service after two years and they gave me the run around and stated they cannot cancel my service, I have to go to their site and figure out how to send an email stating why I know longer want service, well so far their site is confusing and I cannot seem to figure out we’re I need to be in order to cancel my service, and do to poor internet it looses connection while I’m trying to do this , so frustrating I would never recommend this company

We had to do automatic withdrawal when we signed up with Safelink or they would charge even more. So last month we moved to town and it was MUCH more cost affective to switch companies. I canceled my services on the 24th, but they had withdrawn for another month on the 19th. I received an email stating a balance owing of $0 and the account closed. When I called to find out when they'd be sending the prorated refund, and they said they don't do that. Who doesn't do that? Everyone prorates, so instead, they're charging me for a full month and saying theres nothing they can do about it. Thats stupid! If they can withdraw it, they can dang well deposit it too! Thats so dishonest! Yeah, they say they give you a deal if you sign up for auto pay, but its just one more way they can screw you over. I'll never go with them again, and I'll be telling everyone else not to either. Why do they have an A+ rating with the Revdex.com when there's all these complains and clearly they have sketchy business practices?

I cancelled my service back in April 2017. I was paying for a 15mbps plan and was only getting 1-2mbps. I was told that I would be contacted by phone to make arrangements for the equipment to be picked up and also they would mail a final bill. It's been six months and I haven't heard from anybody but I've received a letter stating that I've been turned over to collections for $63.10 past due. Safelink claims that they sent several emails and letters which I never received. Did they ever send a certified letter? Why not a phone call? I don't normally file complaints with companies or write reviews but this situation has really made me mad. I would not recommend this company to anybody due to their lack of effort to contact their customers. I would have gladly paid the bill had I known it was even due but I didn't. This has been one of the worst companies I've ever dealt with.