VEXUS FIBER Reviews (%countItem)
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Address: 1220 Broadway STE 100, Lubbock, Texas, United States, 79401-3202
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Constant buzz on line, every time ATT repairs the buzz 4 NTS, they disconnected dsl that is on separate loop. NTS not supporting my service.
Constant noise/buzz on phone line, every time ATT repairs the noise for NTS, they disconnect my dsl which is on a separate loop. On 2/5/19 I reported noise on phone, Att repaired 2/6/19 & cut my dsl. On 2/9/19 my phone was dead; Att tech repaired at dmark & dsl came back on briefly; later tech went to co lo and cut dial tone & dsl again; he called to tell me he was working on my line; I asked him to let me know when done so I could verify dsl was still working. He said he would call; he did not call & he disconnected dsl again. On 2/12/19 NTS tech w/help from Att tech at co lo found where the dsl coil had been pulled from NTS equipment; they plugged coil back in & I had dsl back until 3/26/19 when Att repaired noise on my phone line again. Again they disconnected my dsl and it has been off ever since. The noise problem has been continually bad since original call to NTS on 2/5/19
I pay nts for dsl and phone service that is provided via ATT old/decrepit copper wire from the 60's & 70's in Timbercreek Village. ATT office of the president will not talk to me because I am not paying them for service. Most ATT technicians refuse to talk to me about issues, lecture me that I am too far from co lo for good dsl service and 1 has accused me of being irate/verbally abusive on 4/2/19 when security cameras show no Att personnel came on my property; phone records of technicians phone can show he did not call me either.
Filed 1st complaint w/PUC re: *** XXXXXXXXXX, *** XXXXXXXXXX & *** XXXXXXXXXX
Filed 1st complaint w/FCC re: ***XXXXXXXX-X, XXXXXXX, & XXXXXXX
I pay NTS for landline XXX XXX-XXXX, and DSL internet service; I just filed an internet complaint with FCC and am now filing a poor phone service complaint phone line has constant buzz, noise, and static. NTS told me they cannot fix, and will not support because it is an ATT problem. I can not report to att because I am not their customer. NTS is disconnecting my dsl as of 6/1/2019, because att states I am too far from co lo at Osage to support dsl. However I have had dsl for 9 years and it works fine until att repairs noise and disconnects it.
NTS tech supervisors ***/*** refuse to send their tech out for any noise trouble and state I will have to live with the noise; they cannot force ATT to repair properly, there hands are tied; however, they will send tech if I lose dial tone & informed me via their attorney they are stopping my dsl service.
I can provide sound recording made on 2/9/19 of AT&T technician telling me ATT has told NTS to stop providing DSL service to me, he was very rude & verbally abusive to me. This technician is the one who I believe pulled the coil off NTS interface equipment at the Osage central office that NTS discovered on 2/12/19. When coil was replaced in presence of NTS technician, my DSL was restored until 3/26/19 when ATT reported noise repaired again (it was not) and closed noise ticket. The same day I had to report DSL disconnected again, and has not been reconnected.
I also have voice recordings on my answering machine that will demonstrate how bad the noise and static on my phone line is; many of these messages are from NTS telling me my line has been repaired.
NTS & ATT both state: because of the distance from co lo nothing else can be done for the noise on phone line, and say the distance is too great to support the dsl I have had for 9 years with no complaints other than when ATT repairs noise on my phone, they disconnect the dsl that is on a separate loop since the same thing happened in 2018. Please see list of complaints I filed above with PUC, FCC, & Attorney Generals Office ***XXXXXX
Install new copper wire or fiber optics to Timbercreek Village; this would help all residents who have to deal with the pathetic phone service provided here. Att should be forced to call and verify noise or problem is repaired before closing the ticket with NTS; they should also verify they have not disconnected any other service before closing a ticket and leaving site. I want my dsl service that has worked for 9 years back and would like a refund of phone and dsl service for the time noise was reported & dsl was disconnected in 2018 and for 2/5/2019 to present. I would also like my name and the NTS records cleared of the false accusations ATT tech *** made on 4/2/19. NTS & ATT need to provide better customer service and stop putting end users in the middle of their conflicts over the old copper wiring that is causing the buzz/noise suffered by all residents of
NTS provides service to this Customer over leased facilities from AT&T.
NTS has advised the Customer that AT&T no longer supports DSL service. Therefore, NTS is discontinuing DSL service effective June 1.
NTS is scheduled to meet with AT&T at 1:00 p.m. on May 28, to address the Customer's trouble with her telephone service.
(The consumer indicated he/she DID NOT accept the response from the business.)
I want the pulled coil found by ATT & NTS on 2/12/19 investigated and addressed as sabotage of my dsl service. I have a voice recording of ATT tech, and a video recording documenting I HAD dsl when he was at dmark and ATT promising to call me before they closed the ticket to verify my dsl was still working. ATT tech pulled coil off 413 and would not answer his phone when I called him to tell him he disconnected my dsl again.
Same thing happened with another ATT tech in 2018; ATT tech cut dsl line on terminal post on *** and refused to re connect for 2 weeks, refused to come to vendor meet with NTS;
I want false accusations by ATT tech on 4/2/19 addressed and on NTS trouble log. and an explanation of how the ATT tech who reported me as verbally abusive and irate managed to speak with me with out calling me or stepping foot on my property. Again I have 2 cameras set up and no one came to dmark or my front door on 4/2/19.
I want something done about customer service between ATT and NTS; I have to report the trouble 20 or thirty times because:
1. ATT refuses to tell me they are coming on to my property
2. ATT refuses to tell me which NTS ticket they are working on
3. ATT refuses to check with me before they close the ticket and state they cannot find a problem; causing me to have to call NTS multiple times with the same issue over and over again.
4. NTS act as if they cannot do anything about the sabotage, poor customer service, or false accusations and will officially cut my dsl as of 6/1/19.
ATT is NTS CUSTOMER and NTS should do something to stop this harassment and sabotage of my dsl.
To compensate the customer for the trouble with her DSL service, NTS issued a credit on her May invoice for four full months of DSL service, a total of $139.96.
As stated previously, NTS discontinued the customer's DSL service on June 1.
On June 6, NTS determined that noise on the customer's phone line was due to a problem with the customer's inside wiring. NTS is not responsible for maintaining or repairing the customer's inside wiring.
NTS has worked diligently to address the customer's service issues. NTS has issued a credit that NTS believes is fair and reasonable. Therefore, NTS requests that this matter be closed.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT accept NTS explanation on 6/10/19
I have had my in house wiring checked, and no issues were found, the noise is not coming from my inside wiring or my equipment as NTS is trying to say. Many other village residents have the same buzz noise on their lines. I have two friends that are further away from central office than I am; however they are both ATT customers and their issues are always resolved within 3 days of reporting the same trouble to ATT. My noise started February 5, 2019 and was only a little improved on May 28th; it returned on May 29th and then was some what improved again on May 31st. I still hear the buzz, but can at least hear over it, it is not gone, but it is much better than it was. It is ironic that it took 4 months for any improvement on my phone line vs the 3 days ATT customers get their same noise repaired. I have moved my phone system to the newer phone line in the bedroom and noise was better for a day, then returned again on 5/29/19, ticket # XXXX XXXX XXXX; it then got much worse again and I reported it again with ticket #XXXX XXXX XXXX.
I have asked NTS to investigate the SABOTAGE, HARRASMENT, POOR CUSTOMER SERVICE and, the FALSE ACCUSATIONS that ATT tech made against me on 4/2/19; I have asked NTS to explain why when the dsl coil was pulled/DISCONNECTED from NTS equipment on 2/9/19, discovered on 2/12/19, replaced on NTS equipment on 2/12/19 restoring my dsl, reported on NTS trouble log, only to be disconnected again on 3/26/19 when ATT worked on my noise problem (that is on a separate loop) and continue to say dsl is too far from central office to support! .
Returning the few months of dsl service is not acceptable as I have documented proof that both companies have worked together to harass me into giving up my dsl service and are using their sabotage of my dsl and phone service as an excuse to discontinue both my dsl and phone service. NTS has recordings of their excuses and refusal to open new tickets for the noise on my line. They actually told me they were not going to open any new tickets or send their technicians out to my home unless I had NO DIAL TONE, *** and *** (NTS supervisors) both told me I would just have to live with the noise or change providers; they are even documenting in their trouble log that I said I was ok with the noise. Only after I filed a complaint with Revdex.com did they entertain trying to get the noise stopped again, and allow me to report trouble with noise on my line.
Today, I called NTS to ask what their records show hoping to understand why they are saying 6/6/19 in their response to the Revdex.com when the vendor meet was actually on 5/28/19.
The NTS trouble desk person I spoke with refused to read ATT or NTS technicians comments made on the NTS trouble log and refused to answer basic questions as to what ticket number was last worked on and when was it closed; I also tried to get her to tell me what comments were made on 5 /28/19 vendor meet, I was put on hold for over 20 minutes and was still not given the information I requested, I asked for a supervisor and was told a supervisor would call me back; however no supervisor called me back that day or the next day when I called NTS AGAIN to get clarification. When I finally was able to talk to *** the supervisor with NTS, she said the problem was inside wiring or equipment. I asked her to have Kieth come out and change wires at back at dmark taking the older kitchen wiring off dial tone to prove the noise is no on my wiring as ATT & NTS technicians stated. I moved my phone system into the bedroom on the 28th. The noise was less pronounced but still there. When *** from NTS called to see if noise was repaired I told him it was not completely gone but I could tolerate it if it does not get any worse. Unfortunately the noise came back with a vengeance on 5/29, so I reported it again.
On 5/31/19 around 10:20 am, *** a ATT technician from Dallas called and said he was coming out to work on my dsl; I started to question him but decided to wait until he got here to ask him what NTS ticket he was working on. He worked on the problem until 6:45 pm & told me he had done all he could....again he had improved/reduced the noise level to a level I can tolerate. NTS help desk personnel refused to discuss trouble log notes from this visit from ATT, they acted as if they did not dispatch ATT to work on my dsl as he told me. I did video record *** when he came to dmark, and can play this video for anyone who can help get this ridiculous situation stopped.
NTS did not address any of the issues I listed below:
I want something done about the poor customer service between ATT and NTS; I should not have to report the same trouble for 4 months before the noise is repaired. I should not have to listen to NTS tell me over and over that ATT closed the ticket because they could find no problem. I should not have to tell NTS that ATT never came to dmark before clearing the problem causing me to have to call NTS 20 or more times to report the trouble over and over because ATT refuses to come to dmark to repair.
1. Per NTS, ATT came to dmark to work on ticket XXXX XXXX XXXX today 6/12/19, they reported no trouble found and cleared the ticket around 11 am today without checking with me to see if it had actually been repaired, I called NTS 3 times to ask about their statement on your complaint form stating on 6/6/19 it was determined that the problem was with my inside wiring. I believe this was actually discussed on th 5/28/19 vendor meet when both ATT and NTS came at 1:30pm.
2. I spoke with *** (supervisor) who said problem was inside my home. I tried to explain I would like for NTS to remove kitchen jack wire from dmark to prove it is not my kitchen wiring at fault here. She kept saying NTS could not do anything inside my home; I tried to explain he needed to remove wiring from dmark box and would not be able to do anything inside my home.
3. *** the NTS technician documented on NTS Trouble log the following statement: "She has noise on her IW going to the kitchen phone. We told her the line would be clear if we left it off at demark. She's the one that wanted us to kook it back up when I met ATT out there at the last vendor meet. So she can either deal with the noise or cut the kitchen ***....can't have it both ways."
4. I tried to explain to *** what *** is stating in #3 above; she kept saying he could not change anything inside my house.
5. *** on the trouble ticket desk, threatened me with another "review of my account" today and refused to answer or read comments from the 5/28 vendor meet. She was extremely rude, even laughed at me when trying to explain something to her. She said I could subpoena the log because she was not going to tell me anything from previous tickets. Very unprofessional.
6. After I was finally told the ticket #XXXX XXXX XXXX was closed today (6/12/2019) around 11:00am by ATT who stated they tested at demark and found no problem I pulled the card from camera that captures any movement at demark. I downloaded the pictures that clearly show NO ONE came to demark today.
7. When speaking to *** I asked her what NTS would do when I could prove they had not come to demark, she only said she had no control over ATT. I have motion activated cameras that capture any activity at dmark. NO pictures shows ATT at demark on the 12th of June. They tested from central office & closed the ticket again.
8. NTS came to demark this afternoon and disconnected the kitchen jack from dmark; I have my phone system on the newer bedroom wire/jack that had been used for dsl. The technician removed the kitchen jack and verified there was a buzz/noise still on the newer line in bedroom. Proving that IT IS NOT MY INSIDE WIRING CAUSING THE NOISE!
NTS refuses to address the blatant sabotage, harassment, poor customer service, and false accusations made by ATT against me; they have used every excuse possible to disconnect my dsl, which was actually disconnected 3/26/19 with both companies saying they couldn't support it? Again I will repeat: They provided and supported my dsl for 9 years, with no complaints other than it being disconnected when ATT works on my telephone noise which is on a separated wire since 2018 or when ATT actually cuts the wire at the terminal next to my driveway as was done and documented in 2018.
Please refer to the complaints listed on my 1st complaint for details.
Before trying to convince me the noise is caused by my inside wiring, ATT & NTS both tried to convince me the noise could not be repaired because of the distance I am from the central office. NTS supervisors threatened me with "The noise is always going to be there because of the distance from the central office and we and ATT have done everything possible to stop it. If you want to continue with our phone service you are going to have to live
NTS salesman mislead customer.
NTS salesman came into my office selling business phone, FAX, and internet service. I had service with suddenlink for $228 per month. I told the salesman if he could beat or match what I was paying I would change. In a nutshell he quoted me $215. I clearly asked him about taxes and fees because I did not want my budget to change. He told me it would be about the $215 give or take a little. My first bill was for almost $700 I began complaining. NTS kept telling me the first bill was for a month and a half of service. I responded that the math did not add up and would like to resolve the situation, and I would pay $300 a month to pay down the $700 bill I had received even though I did not feel I owed it. After a few months I get an excuse that the billing system had changed and NTS was having trouble reconstructing the bill. After three years of trying to deal with this situation they have now they have informed me that my $215 service that was quoted to me costs $317 after taxes and fees, and I must pay the difference. Does not matter what the salesman told me and that I must pay the difference. I would not do business with this company.
I want NTS to honor the deal their salesman made with me.
NTS acknowledges that there are errors on this Customer's bill.
NTS is working to calculate and issue appropriate credits to this Customer's account and will update this response when those are completed.
Due to poor NTS Internet services, our business wouldn't often get online orders timely and we have been denied a change of the contract terms
Our business, Le *** is a dine-in restaurant located in Hammond, Louisiana. As we open the business in August, 2017, we signed a 3-year contract with NTS Communications for a bundled service of two landline phones and internet.
Since we subscribed to the "Waitr" food carry-out & delivery services, we have been experiencing unexpected occurrences of poor internet connectivity. The internet is not an indispensable component of food preparation itself, but it is a crucial that we receive online orders through "Waitr" in real time so we can have ordered food ready in a timely manner. However, more often than not, we would not get any orders through "Waitr" in real time. That happens when the internet is unusually slow or down. Then we will get a number of orders all at once when the internet is back on or its speed goes back to normal.
We did not contact the right away because it could be a temporary issue. But it was not. So I contacted their local sales rep in Hammond, Mr. *** through text on November 14, 2018. But no response.
On November 15, 2018, I texted Mr. *** again asking him to have an NTS representative contact me. This time he responded. He just copied and pasted an NTS link.
The same day, I contacted the NTS but was not able to speak to someone who would willingly help. I was told first that they monitor internet signal and see nothing wrong. Another person recommended that we upgrade the internet speed. Lastly my call was transferred to their legal department and the person on the line said that they are not responsible for any technical issues. Basically I was given a runaround with no help.
I texted Mr. Given again that we have no choice but to switch to another internet service provider simply because NTS internet service has not met our expectation. I also wrote to him that in good faith we would honor the current contract by continuing to use the two landline phones. No response from him since then.
On Dec. 7, 2018, Ms. an NTS accounting manager, called me and said NTS would do whatever it could to help us avoid the early termination fee for switching to other internet service provider. I thanked her for the offer and told her that the two existing phone lines will remain unchanged
On Jan. 10, 2019, 1:10 PM I called the NTS to resolve the exiting bill issue. The bill amount was the same even when NTS internet is no longer used. Ms. said they had a new service agreement and sent me a copy via email
On Jan. 11, 2019, Upon review of the copy, I discovered their new service agreement still charges the same amount per month even though I would no longer use their internet service. I called Ms. office twice around 9:30 and 10:10 in the morning to no avail.
Jan. 11, 2019, right after 4:00 PM, Ms. returned my early calls and said we would still be charged the same amount, regardless of whether we use their internet services. She said that's because we would lose all discounts made available for the bundled services. I asked her to give me this list of all discounts we would be no longer qualified for and also demanded to show how the sum total of discounts we lose amounts exactly to the charge for the internet service. She could not provide any information or explanations. She said she would contact me again in about a week because she would need approval from her superior.
Jan. 16, 2019 she called me and offered a repair work at no charge. But I declined the offer because it was too late. I told her it was totally irresponsible to make such an offer at this time because we have already stopped using their internet. I think it's a Catch 22 if you ***'t pay a full amount of the bill, you will be charged early termination fee which is the current bill times remaining months on contract. To avoid termination fee, you pay the full amount regardless of the service we use. It's unethical business practice!
According to the current bill, NTS charges us every month $148.80: Additional business phone $29.99 Additional voice charges $5 CR Business Unlimited phone $46.99 Additional voice charges $11 CR Internet charges $44.99 Taxes and other fees $42.79 I think the current bill should be reduced at least by the amount of the internet charge ($44.99). It is unethical business practice.
NTS is unable to credit the charges as requested.
The Customer signed a contract in August 2017 which included telephone and internet service offered at deeply discounted rates as part of a promotion. NTS is unable to offer service for two business telephone lines at the price the Customer has requested.
Though the Customer chose not to use NTS' internet service, NTS has continued to provide it. NTS technicians determined on several occasions that the Customer's trouble related to the Customer-owned/provided router. NTS is not responsible for Customer-owned/provided equipment.
NTS has provided the services in accordance with the contract and believes the disputed charges are valid and owing.
(The consumer indicated he/she DID NOT accept the response from the business.)
The latest response from the NTS doesn't surprise us at all, and, indeed, the company is once again portraying its *** attitude towards a client's concern or complaint. I have found the company's response to be untrue and unconscionable as follows:
1. The company states in its latest response: " ... telephone and internet service offered at deeply discounted rates as part of a promotion."
The company should be able to provide a list of the discounts that are only applicable when the services are bundled. According to the current bill, there are no discounts related to the internet services. I asked an NTS accounting manager numerous times to provide me with a list of discounts we would lose as a result of not using their internet service. I have never been given any explanation.
2. The company misinformed us about the change in the service agreement.
On Dec. 7, 2018 when the same NTS accounting manager called me, she clearly said she would help us to avoid the early termination fee for switching to other internet service provider. She said we would still get "the same level of services." But, when the accounting manager called me on Jan. 11, 2019, she said what she meant by "the same level of services" is "the same monthly charge." Who would interpret the same level of service as the same amount monthly charge? The accounting manager said to me that no customers she assisted in the past had any misunderstanding of it. This one example, I believe, speaks volumes about how unethical and egregious their business practice is.
3. The accounting manager "threatened" us not to contact the Revdex.com
On Jan. 11, 2019 when the accounting manager called me, she would only repeat the same message again and again that is verbatim the same as the latest written response from the NTS to the Revdex.com. When I told her I would have no choice but to turn to the Revdex.com, she tried psych me out by saying "No, you do not want to contact them." When I asked her "Are you threatening me?" she evasively said she would need more time to see if there would be any better solution. There hasn't been any new solution since then.
4. We were threatened again when we told them when we no longer use their internet services.
On Jan. 16, 2019, the same accounting manager called me as she promised (when she told me not to contact the Revdex.com on Jan. 11, 2019, she said she would get back to us within a week with a new solution). But she did not have any new solution. Instead, she offered us a free of charge service (to move the router to a new location). That was long after we switched to another internet service provider. Why couldn't they offer it as early as December in 2018? When I reminded her that we are already switched to another service provider (because she said we could do so when she called us on Dec. 7, 2018), she asked me if we would like her to disconnect the internet service. She said we would be charged the early termination fee (that amounts to the current monthly charge times the remaining months on the contract) if we asked them to disconnect the internet services. So it's not us but the company that still keeps the internet line alive. They threatened to slap us a huge amount of the termination fee if we asked them to disconnect the internet services.
5. The NTS response reads "NTS technicians determined on several occasions that the Customer's trouble related to the Customer-owned/provided router."
We do not recall any of those occasions. We want the NTS to provides us the name of the technician who was out there for services, date, and time.
6. Lastly, but most importantly, the company needs to respect the customers' right. Simply because we signed the contract doesn't mean that we get stuck in a bind regardless of whether its service meets customers' expectations. Each and every time I spoke to the accounting manager, I said that an early termination charge is irrelevant to this case because we are not unilaterally reneging on the contract. All of this started simply because their service failed to meet our expectation and because they have failed to attend to customer's needs in a timely fashion. We will see if their deceptive and egregious responses would hold up outside the realm of the Revdex.com.
In conclusion, I discredit their written response.
As previously indicated, NTS will waive all early termination fees. In addition, NTS has completed its review of the account and will issue a credit of $222.17. This represents a partial credit for Internet service in November of $25.50, a credit for Internet service in December, January, and February of $134.97 ($44.99 per month) and a credit for telephone service in February of $61.70. These credits should appear on the Customer's March invoice leaving a total balance due of $75.35. NTS regrets its error and apologizes for any inconvenience it has caused.
Failed to complete installation service
When services were transferred to our new house the techs did not bury the cable that runs across our backyard. When I asked them when that would be completed, they told me 24-48 hours. I called NTS and told them my issue and got 20 apologies, but no resolution. Apparently NTS uses a third-party contractor to follow their techs and bury the cable. I have been waiting since mid-August 2018 and no one has buried this cable. Very disappointed! Oh, and my bill went up by almost $30. NTS shouldn't be able to bill their customers until the job is complete. The cable service isn't that good anyway.
Finish the installation!
NTS has been working with the Customer and has scheduled a time to complete the installation on December 17.
(The consumer indicated he/she ACCEPTED the response from the business.)
Installation was completed on date we agreed to.
Terrible customer service *** rep is no help and
Can't fix Billings no problems and service problems. I pay for caller Id and it don't work a
Billing and service I'm being charged for they are not providing
A call from someone who can help
The Customer complains about problems with billing and caller ID.
NTS began providing telephone and internet service to the Customer on April 3, 2018, when NTS transferred ownership of an existing account. Due to an oversight, NTS did not issue the first bill until June 3 which included charges for April, May, and June. NTS has offered to let the Customer pay the charges in installments.
The Customer also reports that when he makes outgoing calls, some of his telephone numbers show up as "unknown" on the receiving person's caller ID. NTS does not have any control over the information that is displayed on the receiving person's caller ID. This information is provided by the receiving party's local service provider who obtains this information from a third party database. NTS has determined that the third party database is the source of the problem. However, NTS does not have a contractual relationship with the third party and has been forced to work through back channels to find a solution.
In summary, NTS is providing the contracted services and is doing what it can to address his complaints. First, NTS has agreed to the let the Customer pay their June bill in installments. And second, NTS is doing everything reasonably possible to make sure that when he makes outgoing calls, accurate information is displayed on the receiving person's caller ID
Revdex.com received the following written complaint - "I been using NTS for more than 20 years, every time I do Contract with them the Bill comes different from what they promise me. I call they put you on Hold for a long time or htey say someone will call you Back Never did. Then you give up. I had several times have No Internet I call then they say we are Down in your area and they don't tell us so we will be prepared not to use the Credit Card Machine. before Last Contract they said if you sign New Contract we will lower the price 10$ I said ok. I signed the Contract. When I received the Bill I found out That they covered the Bill but the took features out from the service what do you call This its cheeting. They said if you want to add it it will be more charge. I said its ok I Don't Need the Features but who doesn't have Call Waiting at least. Now Last time they said will give good price if we do New Contract and we will charge you 66$ and you do Contract for 3 years. I sgined the Contract but when teh Bill came it was 101.00$. I was paying 95$ with No Contract with Contract 101.00 They lied to do the Contract. I changed service to Suddenlink and I am paying 78.00"
"AFter the cheeted me & Lied I am not asking for Anything all what I need from them to Cancel the Collection. because They send me to Collection AGency what ever it take with me I am not going to let them do that. I have big confidence in Revdex.com to take care of this matter."
The charges are valid. The Customer signed a contract on June 28, 2017, which clearly disclosed that the price, not including taxes and fees was $66.98. In addition, the contract also disclosed an approximate total fee of $99.00.
NTS did not lie to the Customer. The Customer knew he would have to pay more for caller ID when he signed the new agreement. Prior to signing the agreement the Customer had contacted NTS stating that he wanted caller ID. He was told that NTS could add that feature for an additional charge. The agreement clearly shows that the service included caller ID.
The Customer canceled his service because he found a cheaper rate. The Customer waited almost 4 months to complain. The new services were reflected on the Customer's August invoice but he did not contact NTS to complain until November 30. By the time he contacted NTS, he had already switched service to Suddenlink.
The early termination fee is justified. NTS' terms and conditions indicated that the Customer will be liable for all charges through the end of the term.
For these reasons NTS will not agree to withdraw the account from collection.
(The consumer indicated he/she DID NOT accept the response from the business.)
Before I signed the contract I was paying some around $92 she said if you signed contract will make it much cheaper . Instead the bill supposed to go down it went up to $101 is there any easier way to explain it I have all the bills in hand show you before I signed the contract and after I signed the contract .....And the lady I signed the contract with her she said if I called her back she would've done something about it and I have it in her email ...
The e-mails provided by the Customer, one from him to NTS dated November 30 and one from NTS dated December 6 do not support his claim. The Customer had switched to Suddenlink before November 30. NTS' sales representative simply said that if she had been contacted earlier she could have reviewed the account and might have been able to address his concerns.
In addition, the contract which the Customer has provided to the Revdex.com under the section titled "Total Monthly Charges" contains a note which reads "Excluding Taxes, Fees, and Surcharges." Another section of the contract titled "Special Instructions" contains the following in all caps, "APPROXIMATE TOTAL WITH TAXES 99.00."
NTS did not mislead the Customer.
NTS has reviewed this matter fully, finds no basis to withdraw the account from collection and considers the matter closed.
(The consumer indicated he/she DID NOT accept the response from the business.)
Always they answer we did not miss leading him and they say I quit them because I found cheaper rate I did not quit them for that reason I quit them when she said if you sign a contract we will lower your bill and if they kept the same prices I would've been fine in that time or lowered few dollars that will be no problem to me but it went from $92 or a $90 to over 100 Dollar let's quit circulating around each other it's very clear the reason I quit NTS If the contract wasn't to save money why I have to go and sign a contract when I called Sudden Link I was thinking that they could charge me close to $90 but for my good luck they gave me a price for $78 all taxes included instead saying we're sorry we screwed up somehow and in the future we would love to have your business again which always I like to support local businesses that's what I was expecting them with all my respect .
4-19-18 called to have cable service disconnected; service was shut off. 5-10-18 billed for entire month; would not prorate bill
4-19-18 called to have cable service disconnected we kept internet service and agreed to an increase in the cost of internet. Service was shut off immediately. 5-10-18 billed for entire month even though we only had cable service for 9 days. When I called the representative said they would not prorate the bill and I owed full amount.
I would like credit back for the 3 weeks of cable I did not receive.
NTS provided internet service to this Customer on a month-to-month term. NTS' Terms and Conditions of Service state that Customers will not receive refunds for a partial month of service.
In accordance with the Terms and Conditions of Service, when the Customer called to cancel his service on April 19, he was billed through May 10, 2018, the end of his billing period.
Therefore, NTS is unable to issue the requested credit as NTS acted in accordance with its Terms and Conditions of Service.
I disconnect my internet service with them since first week of February. I had talk to them twice about it that week and when I got a bill that month, I called them again. They tell me that their system just has not updated it will not get the money. I got an automatic bank draft from them every month. But NTS still charged and collected from my bank on February and March with the whole amount of $48.20/month. I talked to them several times (I remembered talking to a person named *** 3X). Last time I talked to them, *** told me that the March charge will be reimbursed to me and that when the disconnection process finished I will be refunded for the month of February. Well it did not happen up to this date 4/18/18. I got a bill again for that will be collected in May for $48.20. This is ridiculous. I asked my bank to stop the payment but my bank said that I will be charged an extra $20 if they will try to collect money from my account. It is very frustrating because you cannot trust the people and this business. They just keep on getting money and I don't know if I will get refunded. I hope you can help me with this matter.
Refund Refund the amount I was charged since February.
Final Consumer Response /(2000, 5, 2018/04/24) */
Called NTS in October 17, to cancel service. They continued to bill me for 2 months.
After numerous calls to their office, I was told on 2 occasions that I did not owe anything, Then they turned my into a collection service.
I should be refunded for NOvember.
NTS has recalled the account from the collection agency and has credited all charges.
NTS stands by its previous actions as its records show that the Customer did not call in to disconnect until December 7 and continued to owe for charges through December.
However, NTS records show that Customer service personnel mistakenly represented all charges would be credited.
Therefore, as a showing of good faith, NTS has honored that commitment.
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not being honest about the cancelation date. I will forever recommend that people do not do business with this company. I am curious if this is the way they handle all cancelations, so that they can continue to bill for months.
NTS can only respond based on its internal records. These records show that the Customer did not call in until December 7.
We recognize this date is in dispute.
However, as stated previously, NTS has credited all charges to demonstrate its good faith in this matter.
Therefore, the matter has been resolved consistent with the Customer's original request.
We regret that the Customer is not satisfied but believe this matter should be closed.
Horrible. TV service is intermittent, pixels and freezes dozens of time a day, especially during prime time. Forty-five minutes on telephone hold to reach NTS, in Lubbock TX, is the norm. Internet drops off line frequently. This service started out pretty well 3 years ago, but has really gotten terrible. I am fed up and dropping their "service" today. Good riddance.
James, I am very sorry to hear that you have experienced issues with your NTS service. We take our customer feedback seriously and will do our best to improve upon the issues you are experiencing. If you are currently experiencing technical difficulties with your NTS service, please call our technical support team at 800-658-2101 or send us a message online at www.ntscom.com/reporttrouble, anytime 24/7 so that we can get this resolved for you. Thank you.
I was told a refund would be issued in 3 months. Its been 7 months and I still have no money. Phone calls apparently do no good.Just get run around.
I had NTS installed in a house we own at 1401 Avenue L in Abernathy, TX. We had it removed in May, 2017. I received a final bill which showed a credit due me of $101.69. I called NTS to see how to go about receiving my money. I was told that a check would be mailed to me in 3 months. After 3 plus months I called NTS to inform them I still did not have my money. I was assured that a check had been cut and would get it in a couple of weeks. Of course in a couple of weeks I still did not have my money. I have called them 11 times and always get excuses such as sorry I don't know what happened. I called two weeks ago and the manager of customer service told me she was going to be in a meeting with the department who makes the checks and she would see if they could go ahead and cut me a check. She promised she would call me back. Did I get a call back? Of course not! I called again yesterday December 20, and the receptionist said she would send an email to that department and let me know what to expect. Did she call me back? Of course not!! This is getting ridiculous! I think I have been pretty patient, but I think it is apparent that they hope I forget about it and they won't ever have to pay me back. At this point they owe me interest! ha!!! It has now been 7 months. My acct # is XXXXXXXXXXX.
A check sent immediately!
NTS records show that the refund check was sent the week of December 18.
NTS Communications is the most inept customer service company in the Lubbock market.
Insult to injury, they now want to charge an expedited service call fee or you'll be without service for an extended period, no fault of your own.
You can go days and weeks without services, yet no discount for the inservice period. Miss a whole weekend and the response is: we do not guarantee your service.
A class-action lawsuit is warranted here.
NTS was unwilling to give a partial refund of monthly billing for repeated interruption of internet service
For aproximately six to seven weeks NTS internet service was intermittent almost daily. Internet worked for only half days most of the time. We made phone calls to NTS when the problem first occurred, but unfortunately did not document all of those calls because the outage was happening at different times of the day, but almost every day. Phone calls did nothing to help the situation so we quit calling. The internet was out entirely from November 9th - November 13th, 2017. When we received the billing for the service, I called on November 16th and asked about a partial credit or reduction in payment and was told by NTS that they typically do not issue credit unless the service is out for at least 24 hours. And they would not be issuing a credit for the 5 day mass outage.
Our property management computer program uses internet to run. Since the internet was almost non-functioning for about seven weeks and completely non-existent for 5 full days, this left us with having to record all hotel tasks (guest check-in/check-out, reservations, housekeeping, maintenance, etc.)manually for about two months.
The only thing we seek is a billing adjustment. The service is working fine now as it did before the trouble began.
NTS Communications has processed an additional credit of $87.96 for the outage from October 23 through November 13.
That credit will appear on the Customer's January invoice.
I have been unable to get a refund from NTS
I cancelled my service in April. NTS owes me a refund of $152.99. I have called each month since June, 2017. Each phone call has resulted in the Customer service stating "they would put in the order" I called again today and received the same statement
refund plus interest
NTS is processing the Customer's refund and expects to issue a check by the end of October.
I cancelled my service in March and NTS charged my card on file for April. I still have not received my refund and have spoke to them 10 times.
I cancelled my service March 15th and NTS proceeded to charge my card on file for April. I have spoken to them 10 times about refunding me my money and they keep telling me billing only issues checks every quarter. It has been five months and I have still not received my refund. Every time I call them they keep giving me the run around by telling they just sent the money yesterday, or it should have been direct deposited back into your account and saying that they are getting in contact with billing about the issue which is what they said they were going to do a month ago when I called. I have asked to speak with management every time I call and usually the lady I get on the phone says she is the manager, when I ask to speak to her manager she will put me on hold for over 20 minutes and I never get a phone call back. Also, they only document certain things on my file when I call in, they have not documented the people I have talked to and the request of every time I have called.
I want my money refunded and for this company to never do this to anyone else again.
NTS issued a refund check for $59.57 on September 7.
My mothers' phone is not working. She is elderly, and I check on her daily. She has phone service through NTS Communications out of Lubbock, TX. Unfortunately, AT&T own the phone lines and cannot help without NTS contacting them with a repair order. NTS has come out to the house and verified that the trouble is NOT within the house or the phone itself, rather it is an outside line with AT&T. NTS will not call me back. I called their "computer option only" line, gave my phone # for them to call me back, they will not do so. It has been 2 weeks I have tried to get her phone fixed. Her "lifeline" emergency button depends on phone service, which we still do not have. I am very frustrated and worried that if something does happen to her, she cannot call for help. In this sense, this is most certainly a "potential" life endangering situation. That is the reason I checked "yes" on the health question above. I just want a phone call. I would really love to have her phone fixed, but someone needs to justify to me the long delay and ignoring my calls. Definite consideration will be to move phone service to AT&T, at least they are helpful and answer my calls.
Product_Or_Service: phone service only
Other (requires explanation) I want my mothers' phone repaired....today (08/29/17). Her life depends on it, literally. I want to be called today to confirm that NTS is repairing the phone and not ignoring me.
The Customer reported intermittent loss of dial tone. NTS provides service to this Customer via facilities leased from AT&T and must rely on AT&T to make all needed repairs. NTS reported the trouble to AT&T but they did not dispatch a technician until August 28. Service was restored at 5:39 p.m. on August 28.
(The consumer indicated he/she ACCEPTED the response from the business.)