SwyftConnect Reviews (%countItem)
SwyftConnect Rating
Address: 1056 Jones Blvd, Milan, Tennessee, United States, 38358-6192
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I used Cable South Media 3 for less than a year due to me needing reliable internet. I opened my account with them in March of 2017, and closed the account December of 2017. I tried to contact them numerous times through there online portal contact. I can not call when I am at work and was hoping I would be able to solve my issues via email. I never received a response from them about my internet never working. I was in hopes that they would discount or waive my last bill at least due to nobody trying to solve my internet issues, but again no one is working with me. I don't understand why they would want me to pay for a service I was not receiving. I paid for high speed internet and I was receiving nothing close to high speed.
Product_Or_Service: Internet Service
Other (requires explanation) I would like my last bill waived.
After searching through the ***, I was able to recover two emails from this customer that was assigned to Agents. I was unable to recover the Agents replies. This was because either they were deleted from the history or, more than likely, no reply was ever sent. I do show this customer had service issues with us while she was active. I did credit the remainder balance. The account is now a $0.00 balance.
(The consumer indicated he/she ACCEPTED the response from the business.)
When disconnecting service by choice, amount due should be prorated - customer should NOT have to pay for service that no longer exists!
I called on 03/14/18 to cancel my service with Media3 (cable and internet) because I chose another provider, and I was told that I'd have to pay the current month's bill in full. Each month's statement is for the upcoming month. My billing cycle for my current bill covers 03/07/18/ - 04/06/18. I do not feel it is fair at all to be forced to pay for service through 04/06/18 if I'm disconnecting all service on 03/14/18. I would be happy to pay a prorated amount for the days I did have service (03/07/18 - 03/14/18), which is 8 days, not 31. I called and spoke with Linda at Media3 and was told "this is Media3's policy" and she said cannot prorate anything. I asked her if I had called to cancel on 03/08/18, I'd have to pay a full month's bill for just that ONE DAY of service? And she said yes, that is their policy. I asked to speak with her supervisor, but she told me her supervisor had left for the day and that her supervisor would only tell me the same thing - that it's Media3's policy to not prorate bills. I have NEVER heard of any other company doing this to their customers, making them pay for service not received. I told her to just let the service stay on until 04/06/18 if I'm forced to pay for it, but I really don't want it since I chose another provider as of 03/14/18. I am outraged!
I am seeking to have my final bill prorated to 8 days of service instead of a full month (31 days) of service.
This customer was misinformed by the customer service rep she spoke to. *** spoke to our Call Center Supervisor yesterday around 11:30 to discuss her account. She will have a Zero balance once she is disconnected.
Hi, ***,
A Media3 manager contacted me and said my account will be zeroed out when they come disconnect my service. She said their policy was written in a way that the customer service rep misrepresented to me (she didn't explain it correctly because the policy is written poorly). So I would like to close my case at this time (with the understanding that my account will have a zero balance upon disconnection per the Media3 manager).
Thank you!
Service issues
At least 25 times in the past year, my cable television service has had the issue of turning into Spanish channels (channel 97) or being unable to get a signal ( my premium channels). If I call for service, I talk to someone in another state. If I e- mail them by clicking the link they provide, the e-mail is returned as undeliverable. The Greenbrier, Arkansas office is no longer open, and paying my bill has to be done by mail. Even though I pay my bill in a timely manner, the next months bill has a late charge affixed to it. I have no customer service option other than reporting them.
Consistent service as contracted for. Partial refund of charges when services are interrupted.
We had our Tech Manager look into the issues with MeTV. It appears to be an issue with their broadcasting. When they switch their feed from Live to regular broadcasting, it coverts to Spanish. We have contacted them regarding this issue.
We also had our IT department look into any errors with our customer service email addresses. They sent test emails successfully.
(The consumer indicated he/she DID NOT accept the response from the business.)
The channel that I am concerned with, channel 97, is still a problem. It no longer is in Spanish because the channel will not even come in. The screen says "no signal". This is constantly a problem. Either it's in Spanish or non-existent. Media 3 makes no service calls to my residence to resolve this. Instead they play phone tag or e-mail tag. This week, the channel (as well as others that I don't watch as frequently) has been out of service for 48 hours. Media 3 "addressed" the problem but they have not "resolved" the problem.
As of today, we did try to make contact with the customer on 03/21/2018 to follow up on ongoing issues. I do understand her frustration in regards to the ongoing issue, but our hands are tied until the Network resolves the issue. We do channel checks each morning. As soon as the channel 97 issue is discovered, we promptly reset the receiver to convert the language back to English. Unfortunately, if we don't have a tech in the area, it may take a few hours for the tech to make it to the location to do the reset on the equipment. On her last complaint, she did state that it was in Spanish for 96 hours. This was on a Monday. I cannot justify 96 hours' worth of time, but I can for about 48 hours of that. Starting on Friday evenings at 5:00 pm, we don't dispatch techs out after hours unless a customer has a complete outage or if there is a mass area wide outage. It seems that this time frame she listed fell on a Saturday and Sunday.
If you live in southeast Arkansas don't be fooled by media 3 cable internet. I had it for 45 days and there is nothing good about their service. Reliability was terrible. Had internet about 12 hours per day. Service is terrible. Call center unhelpful. Pricing is a rip off.
Service has been out for almost two weeks at this point and no one seems to know what is actually going on.
Never had a problem with company, in fact never had a service issue until now. July 23 internet service goes down. Call the service line and explain situation they do a test say "yep somethings wrong we will send someone out" Call july 25th to confirm a tech was coming and am told it would be Friday the 28th disappointed but understanding I accept that no issues. Receive call the 26th saying that they have to reschedule appointment for day to the 27th (no one ever told me about this appointment. I work nights so I stay up on the 27th waiting for tech. No show no call. From this point on I call everymorning approx. 4am and 8am to confirm that tech is coming out and each time I'm told "yes sir! they will be there today and everytime I get no call or no show. this happened the 28th, 29th,1st, and 2nd and I'm sure when I call in few minutes it will happen again. Ive been told the following: Your part of a outage in the Conway area (this was 2 days after I started Calling), we are waiting on parts,they should have been there, and we only have one line tech for state of Arkansas. My neighbors whom are 60 ft from my home (as I am in a barn apartment on property) have full internet service infact both their line and mine go to the same connection on the main line. I have not once received a call back from anyone, nor seen a tech even come check the line. With that being said it has to be something in my line to my home or my box and simply need a tech to come check it out. I am having to go to work 4-6 hour early to do college work because I depend on the internet. We have just surpassed the week and a half mark and haven't seen anyone nor received call back for my concerns even after calling and telling them that I can physically see what appears to be damage to the overhead line.
All I want is my internet fixed and service restored and simply credit my account for the time out. Never had issues with the company and up until now I would recommend it.
We have reached out to the customer to follow up on services after the trouble call. we were not able to make contact with the customer, but did leave a voicemail to call us back if the problems was still occurring. Monitoring the customers modem, it appears that all issues were resolved.
I signed up for Media3 internet around March for my school. We moved in April and had services transferred. I never received a bill and was charged 7.99 for a late fee on top of the service charge to transfer my service. I now have almost a 300 bill I have been trying to pay. However my account will not let me pay online. I have called and e-mailed several times about this issue and mentioned the fact I like paying online as it gives me immediate confirmation that I can keep with my records. The first guy I talked to a few weeks ago didn't sound like he understood me. All he did was go over the charges on my account and said I should be able to pay online -- even though I told him I couldn't. At the end of our phone conversation he said Yea you should be able to make your payment online now...we had some outages that probably caused that issue. I have records of all of my e-mails. March 31 I e-mailed the company and said I had spoken with a guy named Travis on this issue mentioned above and asked for someone to please explain to me why I couldn't view my account online and pay my bill and mentioned I'd like a response asap. June 1 I received a response from *** telling me I am using the wrong account number I was never informed of my account number changing and to register with the new account number. I tried that it said my number was incorrect so I replied back to her the same day with a screenshot showing the new account number wouldn't register. I never heard anything else after that. June 18 I e-mailed the company again with the same issue and a screenshot. I didn't receive a reply until June 20 from a *** stating the problem should be fixed. I logged in that day and it wasn't....same issue and still haven't been able to pay bill so I e-mailed back and never heard anything else. I called today and spoke with a lady and apparently no one has records of me callinge-mailing because she didn'tProductOrService Internet
Other (requires explanation) DesiredSettlementID Other requires explanationI have a bill to pay but am racking up charges and late fees. These late fees need to be waived and someone needs to respond to my issue and get it fixed immediately. I am offering to pay my bill I have said that every time I have called. I am NOT trying to get out of paying my bill...I know I owe money. However you have unruly customer service for your customers that are making your paychecks and this needs to be corrected and resolved immediat
We have been working with this customer over the past several weeks on this. We did find out since she transferred to a new address, she would have to set up a new account as well because of receiving a new account number. *** is a new product for us as well so it took some time for us to find out the problem the customer was experiencing. We did try to call her on 07/14/2017 to let her know her new account number so she could set this up, but we didn't get an answer and no voice mail available for us to leave the details.
For this inconvenience, we did give the customer a late fee credit.
Media 3 FINALLY contacted me on August 2nd around 2:00 pm. I talked to a lady named Latisha? and she said Media 3 had been working hard on resolving my issue. In the long run, I still couldn't see my information when logging into my original account. I had to register with a NEW account number and NEW username. This was not resolving anything I had asked about and have been waiting on for about 5 months now. This is ridiculous. However, I created a new account so that I had a way to pay my bill. Now, my bill sits at $218.11 with some late fees included. Because of the trouble and time I've had to wait on you, Media 3, some of this needs to be deducted from my total owed as well as late fees removed. I have also told Media 3 employees that my address is spelled incorrectly. I specifically informed Latisha when I spoke with her on the phone and it is still not corrected. I expect to hear from you at your earliest convenience; hopefully sooner than later since that hasn't helped anything. Thank you. Best regards.
I updated information before seeing the business responded. I would like to clarify:
Media 3 responded stating they have been working with me for the past several weeks. This is a flat out lie. My original Revdex.com complaint was submitted in June. However, dealing with Media 3 on this has been going on since MARCH. I would call and was told I'd receive a call back, and wouldn't receive a phone call. I'd e-mail, and wouldn't receive a response. Also, Media 3 stated in their last comment that they called me and I had no voicemail available to leave a message. I have had my phone number for 5 years now and I have always had a voicemail. I have phone, voicemail, and e-mail and haven't had anyone call me back on this matter since March. I did just go online again to check my account and they refunded a whopping $7.99 to my account. I believe for my time and lack of communication, something besides an amount under minimum wage needs to be corrected on my account since it's not my fault I was unable to make a payment. Thank you.
We reached out to the customer on 08/08 to explain statement. she was unable to stay on the phone at that time and would call us back. We didn't hear from her yesterday so we called back today and left a voicemail.
There was an error on her statement in the amount of $100.00. the account charged her for the equipment on her old address when she transferred to her new address. We do have this taken care of and 2 late fee credits taken off her account. her new balance is $102.13
(The consumer indicated he/she ACCEPTED the response from the business.)
This has taken long enough. Yes, I wasn't able to stay on the phone as I'm always called at work. I do usually forget by the time I get home to call back. I appreciate you finding this error and being able to deduct my account. Although this took WAY too long, I am happy with the results.
Service for internet and tv, are off several times a day. I have complained every month this year more than once a month for the exact same issues-
A call into tech line gets you an apology and a request for you to unplug you box or modem for 10 minutes and try it again. If and when techs do come out, you plan a day at home or you will find a note to call and reschedule an appointment, and if you are at home they break out the meters and make adjustments and tell you everything looks good now, sometimes that last a day and sometimes an hour. If I call every clitch in, I would not have time for anything else-This issue has been since media 3 bought out the service, an word through the grapvine is, that they have sold the section out to another company- I have been paying over 100 dollars a month for this rotten service, the last two months I had promises that adjustments would be given on my account, well that turned into another LIE as I just received my currant statement for $123.26. Please help
25% of the currant years payment
We sent a tech on 08/10/2017 to resolved the customers issues. We tried to follow up to see if the customer is resolved, but unable to get an answer. The customer did request a credit for the service issues and a $111.35 credit was applied to the customers account.
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank you for intervening on my behalf. I had ask for a reduction in cost for several months, but only received a credit after you were involved. The service has not been improved, therefore I am moving on and cancelling the service from this oompany. Again thank you, I really think that nothing would have been accomplshed without your assistance
Cable connectivity and credit to my bill
Several complaints:
1. This company hooked up my service with them last July. They would not hook up the service unless I gave them my social security number. The Social Security office tell us to NOT give out our SS numbers, but yet I had to to get cable tv.
2. I've repeatedly asked this company to bury their cable laying above the ground so I won't trip over the cord/wire or run over it with the lawnmower. To this date, they have not buried it.
3. I am continually having connectivity issues. Several of my channels don't come in, I call and complain, they reset it from their end and I still have the same problem. This week alone, my cable has been reset twice. Then I have to wait 24 hours to see the channel information. I've asked several times for a service man to come out and all they do is reset my channels from their end. Yesterday I was finally told that I would get a service man to come out next Thursday. I have to wait a full week to have the service man to come out. I don't understand why. I complain about the charges to my bill for all the channels I'm being charged for and not getting and they give me a small credit. One time I was given a $20.09 credit, but they keep adding it back into my bill then charge me late fees when I don't pay the $20.09. This is the only cable service I have in my area and I have to deal with this stuff all of the time from them. I need some help! Please!
I'd like a credit to my bill for tv channels lost, I'd like to have my Social Security number removed from their data base, I'd like to have this cable buried, and I'd like to all of the channels come in that I'm paying for.
We schedule this customer a trouble call for 08/03/2017. I show that it was completed in our system as resolved. We tried to follow up with the customer this morning, but got no answer. We left a message for the customer to call us back.
(The consumer indicated he/she DID NOT accept the response from the business.)
They came out and supposedly fixed the problem. Within an hour I was still getting bad reception on a lot of my channels. From channel 2 through channel 99. They said they were still working on it. After over a year, their cable is still laying on top of the ground. I still have to worry about tripping over it or cutting it with the mower. They called me while I was working and driving my route. Still no refund on my bill for all of the the shoddy channel reception and for the aggravation of having to deal with this cable laying in my yard. I've asked several times for them to buru it.
Again today I'm having problems with Media3 and my cable television. They were out last Thursday (Aug. 3 2017) to fix my channels. Service man said it was fixed. Today, Aug. 7, 2017, none of the channels are working. They stay on 2 or 3 seconds and then goes totally black. It's like when the wind blows, they go out. I'm told that a trouble call has been issued and they'll get back to me. Don't have a times as to when. Another day with no TV and I'm paying $116.43 for this kind of service. I need some resolution to this problem and I can't seem to get it from Media 3. Help!
on 08/22/2017 our area tech manager visited the customer to see if he could resolve this customer. After evaluating the problem, he found a problem with the customers HDMI outlet on the television. He notified the customer of this. We called the customer on 08/23 for a follow up, but had to leave a message.
I have had CableSouth Media 3 in Conway Arkansas for almost 3 years, I work from home, I am in software. The entire time I have had Media3 - they "were experiencing Network issues due to lots of upgrades" The Technicians that have came to my house almost weekly were unable to do anything or had even any knowledge of what they were doing besides "How to unplug the Modem and plug it back in"
Today is 7/13/2017 - and I have had "Network issues in my area" that started on the 21st already.
Last month - on a $66.00 bill. I was only credited $7.00 ............ and that was due to not having internet for SEVENTEEN DAYS out of the month.
They will not credit you unless you call them and if you ask to escalate the issue, all they will say is, there is no one to escalate this issue to, BUT they can send an email and someone will get back with you.
Then .... No response is received.
I have been monitoring my service (as I am in software myself) and this company just takes peoples money and only provides the actual service that you are paying for ... 37.8% of the time.
Horrible, this company should be looked into. Just as I have already seeked Legal advise and exploring my legal options.
One year with Media 3 taking over Clinton, Ar area Service is so poor. They cannot keep technicians hired fast enough for all the complaints. We should band together to figure out a better cable and internet service. Very poor customer service 1-800 so what? Had wonderful family owned and operated service before. Media 3 so big and so dysfunctional. Choose another company if you can. Getting any refund for broken service is a fight. Personally I am done with them!
Substandard Service and Billing
When I first signed up for service, it was a "promotional rate" at $45/month - after a few months my bill went up to $65/month as the "promotional rate" ended (I was told). Now it has went up AGAIN to $83/month and I was told AGAIN that this was because I was on a "promotional rate" that had ended. HOW MANY promotions am I on? $83/month wouldn't be bad except that in the last 31 days my service has been interrupted 35 times! This is simply the worst internet provider that I have ever used. I currently have to have 2 service providers due to Media 3 constantly going down. There seems to ALWAYS be an "outage in my area". I spoke to a Media 3 service tech and was told that they get as many as 24 work orders in 1 day - for 1 person. Ridiculous!
I believe the fair and honest thing to do is to LOWER my rate back to the Original $65 that I was TOLD would be my "Permanent" price once the initial "promotional rate" ended. This service is just simply NOT worth $83/month.
Looking into this customers account, it appears that he did start off with a promotional rate of $45.00. He upgraded the speed from 25mbps to 50mbps on 11/14/2016. This increased the bill from $45.00 to $65.00. The promotion did expire as of 06/12/2017. As of right now, we do not have another promotion available. The monthly rate will be $80.00. The customer was charged a convenience fee $2.95 to make a payment with their *** card. I will credit this of for the customer, but be advised that this is an automatic charge. To avoid this fee, a payments with a checking account does not charge a fee.
Looking at the customers modem, I show that he has been offline 7 times this month. I will have an Agent give the customer a call to schedule a tech to come evaluate this customers issues.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same story as all of the other times. a Tech does NOT need to come to my house, they have checked it 3 times. The last time they were here, the tech told me it is NOT my home it is the old antiquated lines that the company needs to replace that run to my pole. Typical Media 3 response. Once *** finishes getting uVerse out here, Media 3 will be a thing of the past, just like the company was that they bought out.
Per our records, it appears the confusion over the customer's rate may be due to the customer upgrading from 25 Mbps service to 50 Mbps service in November of 2016. The original monthly rate (for 25 Mbps) went up to approximately $65.00 (for 50 Mbps) at that time. Thus, the original promotional rate did not expire due to time but rather due to the customer changing services. The $65 promotional rate offer was for a period 6 months. Our billing cycle runs 1 month in advance, so the promotion upgrade in November came into effect on the customer's December bill. Six months later, in June 2017, the promotional rate expired as per its original offer, thus leading to the customer's current rate of $80.99. $80.99 per month is the correct monthly rate.
Regarding service issues, our records show several service calls to the customer's address, although notes indicate there was some difficulty in making customer contact for some of those visits. We will continue to work with the customer to improve the service and resolve issues. Our records show that the customer has received credit for outages and issues whenever reported.
This company has been an absolute joke and does not follow through. Treats its customers like they are worthless.
When we first moved in our house in April '17 we called them to set up internet and cable. They were suppose to come on a tuesday morning and did not arrive til Wednesday at 4 p.m. Then the guy took hours to set everything up, for us to return home to learn that nothing was set up properly. A few weeks later we decide to cancel our cable. They were suppose to come pick up the box Friday morning. They did not show up until the next Wednesday morning (today) without calling, so no one was there to let them in. They left a note saying we may be charged additional days, even though they were 4 DAYS LATE! So being left twice waiting on them to show up when I had to take off of work to do so, only to have no one show up. Our neighbors still have a cord sitting on top of their driveway because they refuse to send someone out to put in the ground. Our other neighbor had the same problem saying it took months before they finally buried it. We have tried going to there office several times only for it to be locked. This company is an absolute joke and they are treating their customers like they are garbage. We are new to the area and how people explain it to me is that the way the laws are written, bigger better companies can not come in and offer services. This is ridiculous and as they are one of the few providers and are absolutely terrible. They know we cannot go anywhere else and they treat us however we want.
I do not know what is to be done about this business. They should either be forced to up their standards and begin treating their customers properly and actually follow through with their word, and offer a decent product for the price they are charging. Or for something to be done so we can get bigger name companies who actually have decent products. We should have to be forced to choose between inferior companies.
This complaint was forwarded to the Tech Manger and the General Manager. They have had meetings with our techs in regards to Customer Service, making customer contact, and meeting their appointments on time. We have now put in place new policies for the techs to call their dispatcher with an update each hour. The dispatcher assists the techs in making sure each work order is done in the time frame that it has been scheduled for.
Inability to get internet services repaired, and management will not return any phone calls.
I have been experiencing internet outages everytime it rains for months. I have called customer service numerous times about the problem but they don't try to help. Although, Holly said she would make sure to let a supervisor know how long I had been having this problem. However, nothing has been done about it. Most of the times the csr's don't even notate the account. My internet service has been down over 100 times in the last few weeks. I have coninually requested to speak to management but they say they are never available but they will send a request to have a manager call me back, but they never call back. The technicians cancel or close the work orders without fixing the problem, or even calling to let me know what is going on. The last time the technician, Darryl, came out he said they had finally found the problem and assured me it was fixed. However, it wasn't, the very next time it rained the internet was back off. This is horrible customer service and business practices. I work from home online, my child goes to School online, and this has caused me to miss days from work and my child to miss days from school.
I need to have my internet services properly repaired. I would like upper management to contact me, and make sure that this problem is brought to a speedy resolution.
Looking into this account, I noticed the customer called in yesterday requesting credit for service issues in May regarding her internet. The requested credit that she asked for was for May 13th through May 22nd, 9 days of service. She was granted a credit for 14 days for her service issues.
As for a manager calling the customer back, we were under the impression that a Tech Manager made contact with her while they were working in her area.
I did speak with the tech manager this morning and he states this area is resolved. Looking at our monitoring system at the customers modem, she has used 30 Gigs of internet yesterday, 86 Gigs so far this week, 359 Gigs last week, and 1,040 Gigs for the month of May so far. I also looked at the signals to the modem. All signals are indicating the modem is working properly.
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue is not resolved. Yes, I did call in Sunday to get the credit for the previous days, and no tech has came out or fixed anything as of today (5/24/2017).
The last time the tech came out, which was a couple of weeks ago, he assured me that it was fixed. However, it was not fixed because every time it rains I'm still without internet until it stops raining. Why won't a manager contact me? If the customer is saying that its not working properly, why wouldn't management contact me to find out exactly what's going on? Why would I have to call for a credit, and be given one, if the internet was not down? They can look and see every time the internet is down. I have been without internet for the last several days, including last night, due to the rain. As long as its not raining it's fine but when it rains, I have to wait for the rain to stop before it comes back up. I am requesting a manager to contact me. I am asking the manager to look at my account to see when the internet has been down. It's not hard. I will have to call back today to request a credit for the last several days. Can a manager please look at my account and give me a call?
Tywanna C- I followed up with Chad today. He found the issue that was causing her to go out when it was raining. They do have that issue resolved. However, they do have noise in the lines which is causing slow internet speeds in the area. They have all but three nodes resolved as of this morning. They plan on having the last three finished by Friday, 08/18.