VEXUS FIBER Reviews (%countItem)
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Address: 1220 Broadway STE 100, Lubbock, Texas, United States, 79401-3202
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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.)