Xcelerate Networks

Been working with Xcelerate for a few months now and though my apartment complex has made it extremely difficult to get my internet sorted, Xcelerate has done a fantastic job at delivering high speed internet, problem free and provided me with excellent customer service throughout my stay. Thanks for making it so easy for me. I also highly recommend asking for Nicole, she has gone above and beyond to ensure that I had everything I needed and in a timely manner at that!

I am having issues with internet service.
I am required by my apartment complex to carry this service. I paid for the upgraded router when service was installed. Internet hasn't worked in 5 days. Technical support says from remote location it is the router that is not working. They want me to purchase another router. That is crappy customer service. They should back the products they sell. I would never recommend this company to anyone else.

WiFi is great WHEN IT ACTUALLY WORKS! I've been forced to use this crappy WiFi for nearly a year now and it's been the longest year of my life!
I just wish they would bump their speeds up or something! I mean when it's working it's fine but it will only works fine for a day or two then it just stops or slows all the way down I've tried everything to try to get my speeds up just came to the realization that this WiFi company is god aweful!

I have nothing but the best things to say about the management and the employees regarding contracts and buildouts with this company. As a professional, this company goes above and beyond for their clients, residents, and potential clients EVERYTIME. There are no other professional companies I would rather work with than the Xcelerate Team! They are available 24/7 whenever I need them and always produce professional, responsible and competitive work while thinking outside the box for the clients at all times. I highly respect this organization and the management they have working for them.

Constantly having my internet go out. Days to fix. Getting the run around.
My apartments have a contract with this company so I have no choice but to use them. The first red flag is they wouldn't come out to even set up our internet when we moved in until Thursday (we moved on a Saturday) because they only come out for that once a week. Honestly we had no problems for about a year then one day they attached a long cord from our box that goes all the way around our block of apartments and now we've had our internet go out on average of at least twice a month. It's happened two consecutive weeks now. When I asked the technician he said they had to do that for another building have internet. It's literally a giant cord running out in the open of our back space on the ground. When the internet goes out I call and speak to someone who go through general troubleshooting I've been already done then says they'll have a technician call me back. About 60% of the time this doesn't happen and we have to call back to be told there wasn't even an order put in for someone to contact us. This last time our internet went out around midnight. I waited until the morning to call and they said they'd call back and never did. My husband called and they gave him a reference number and said they're sending a tech out who will call us. By 3 pm I still hadn't heard from them so I called back and was told they're going to send it to the dispatcher again and still hours later I haven't been contacted by anyone. Its so frequent now and they don't seem to care as the only way to change providers is to move. I work from home so it's really a problem.

Have not been receiving the internet bandwidth I've been paying for.
It has been a year (October 2017) since I've initially called Xcelerate to report that I have not been getting the bandwidth I'm paying for and almost 2 months (early Sept 2018) since I actively re-called to report having the same problem still.

Originally, I was paying $24.95 for 15Mbps of bandwidth. One day last year, I decided to do a speed test and noticed I wasn't getting the bandwidth I was paying for - I was getting no more than 5Mbps, plus the upload speed was faster than the download speed (which is unusual - it is usually the other way around). When I called about it, they've received it and reported that they've been working on upgrading hardware and that I should be getting the proper speeds once they've done. I've done occasional speed tests afterward and noticed although my speed was closer than it was, I still wasn't getting the exact bandwidth I was paying for, so they claim it was either bandwidth usage or router settings. So I left it at that.

Fast forward to this year, back in Sept., I did another speed test and noticed my bandwidth was even worse - sometimes < 1Mpbs (and the upload/download speed was still unusual), when my computer habit hasn't changed at all. I called again to report the same problem, but the person I talked to continued to point fingers at my router, bandwidth usage, and the such when they were clearly informed I've done the test with the router removed and with a direct connection through a hub/switch. They even said that I was supposed to be getting 30Mbps - something I was NEVER informed of. That just makes the problem I'm having even worse. They apparently had a technician check the line and learned there indeed was a problem that required the intervention of a network engineer. Tech support PERSONALLY SAID they would keep in contact with me with status updates to make sure everything turns out fine. THEY. NEVER. DID. In fact, they don't ever seem to practice doing follow-up courtesy calls to check to see if everything's okay after a reported problem. They just assume everything's okay. So the engineer told them I should be getting the 30Mpbs now...

I did another speed test. I am still getting 5Mbps and not the 30Mbps they said I should be getting (I'm still connected with just a hub/switch). I called again, they were trying to get a tech scheduled to come to see me, but I missed that call. I called back October 20th and spoke to someone who said they'll see about scheduling one. One week has passed and no return call. So here I am now still with the problem...

I had broadband internet service with *** (***), *** (***) and *** (***) and I had never needed to disconnect the router from my provider to do a speed test. I always had my paid-for speed WITH a router. Do Xcelerate expect major businesses to disconnect their routers on their networks to do a speed test? It'll cost them thousands or millions of lost business service. LANs, MANs, and WANs wouldn't work without routers.

Xcellerate Networks is the worst internet provider that I've ever had. The only reason they even have any business at all is by acquiring contracts with apartment and condo complexes that allows them to be the sole provider with no competition. If there was competition they'd go out of business. I pay for 100 megabits per second down and routinely only have 5 or less with a direct ethernet connection, no router in play. The reason I'm leaving this review this evening is it's Saturday night and I currently have no internet again, customer service answers, they can't even send a signal to the switch to see if anything is wrong on their end. They have no remote diagnostic tools available to them, that's how low effort and out of touch this internet provider is. They just take a message and give it to the field service techs whom I imagine are worked to death. Craig, has been to my location multiple times is a nice employee who does his best, but has his hands tied behind his back by Xcellerate. I'm also pretty certain that Xcellerate plays as a middle man and is more of a lease predator than an internet provider. My condo complex's contract with them is over at some point this year and I can't wait to switch providers. Craig I hope you find someone else to work for that will give you actual support and diagnostic tools. And for anyone reading this considering using Xcellerate for anything, DON'T.

Crappy products , horrible service
It's funnI've had nothing but problems since getting this company a year ago and I can't get rid of them because they have an exclusive contract with the apt. complex... I had to call several times this week to be told by *** that the company sold me what she calls"a middle of the road router" and it was only meant to last for a year but that I could purchase another from them for $70.. I guess I must look like 10 shades of stupid... Horrible company!! If you are looking for reliable service and good customer service don't even think about using this company!! Fyi: *** is the one that started my service and sold me the router...I call at least once a month with a issues if not more with problems with service or lack is services.

I have called twice in the month of April about my internet not working properly. I have not been contacted. Issue not resolved.
I moved in to the area from Ohio after being hired at a local police agency. I was advised by Xcelerate Networks I could purchase my own router and it would be comparable with their equipment. I am having a double NAT issue which is causing slower internet speeds. I pay for 30Mbp/s and I am only getting 1-2 Mbp/s. I have called twice in the month of April requesting them to fix the modem so I can use my internet adequately. I was further advised by the technical support line that the issue was going to be fixed with in the next couple days following my initial phone call. However after a couple days the issue still persisted and I called back. The female at technical support advised me she had not heard back from the technician. The female further advised me she would call me back after she got in contact with said technician. It has now been a month and I have not been contacted nor has my internet service been fixed. I placed two more calls this morning 5-7-2018 during their business hours and my phone calls were not answered. I am upset with the customer service and the lack of service provided. Sutton Bridge Apartments only allow this internet service or else I would gladly switch. I feel that the Better Busniess Bureau should be made aware of this issue. Thank you for you time and attention.

Provided miss leading info for services and tell you incomplete information
Xcelerate provided miss leading information about there services then tell you that you in a contract after setting up service and payment.The apt I stay in *** tell you they offered a 1bdroom for 650.00 cable & internet included so I signed my lease on 2/22/18 so I was told once I moved in I have to call Xcelerate to setup an installation date so I called them on on that day only to find out its a 65.00 installation fee that has to be paid before the tech comes out which I think it should've been told before I sign the lease. So I called them back on 3/1/18 to pay for the install fee to find out after I paid that I will get 1 cable box no router for the internet and I only get 10mb of internet service for 30days so I let them know that I didn't wantthe service they inform me that I will be billed anyway Because it is included with my lease. That they have a contract with the apt complex and that we can't use any other internet providers. My point is 10mb is nowhere near what other providers are giving and to make me pay for it is a joke and you misleading info before customers can say no

Xcelerate has charged me for services not rendered and not necessary.
My wireless Internet router went out and I placed a service call. I described the issue (not getting power) and was told that the router would have to be replaced at a charge of $ 45.00 for the router and $ 45.00 to install. I agreed and paid the charge of $ 80.00 with a credit card. The techncian arrived and found the router to be in perfect running condition; it had merely been turned off by a switch on the back of the router. Xcelerate was advised of this but refused my request to refund the charge except for $ 5.00 for the router that they did not install. I advised them that I was not aware of any power switch on the modem; that I had told them when I placed my service request that I had checked all power sources and had attempted to re-start the router by unplugging and re-plugging the power cord, both from the back of the router and at the wall outlet, which I had cofirmed was operating. I told them that had I been made aware at that point that there was a power switch, I would have checked it as well, and that if I knew of such a switch I would not have requested a service call. They were also unable to explain to me why they quoted a fee of $ 45.00 to install a new router but were keeping $ 75.00 of my money for the tech to do nothing but come out and turn a switch, which I would hve done myself had I been advised to do so. They argued that the router would not have turned itself off. As the service call at issue was the fourth such call in the week preceeding this one, owing to problems with my cable TV which it took them three calls to properly fix, there had been much movement of my cable and Internet equipment and that the switch had likely somehow gotten thrown on one of those calls, the last having been a day before my Internet went out. I do not feel that I should pay for this last service call at all, let alone a rate $ 30.00 higher for NOT fixing my router than I would have paid them to install a new one. The customer service rep said she would refer the matter to her immediate supervisor and I have called the headquarters to discuss the matter but have yet tohear from anyone.

I requested the upgraded speed of 30mb, instead of the 10mb that was included w/rent. I was paying for the high speed, but didn't receive the service.
I purchased the 30mb in April 2014 via phone after requesting the fastest speed available. The price was 14.95 monthly, account# XXXXXX-XX. I made 6 payments totaling $305.51 from 4/11/14-9/1/16. I stopped making payments due to slow internet. While streaming movies, I get CONSTANT BUFFERING, and messages stating Low Bandwith. I'm unable to stream uninterrupted, and due to the slow speed, I knew that there was no way that I had 30mb. I called Customer Service several times since 2014, as well as sending messages on website. I asked if the 14.95 was for the 30mb, and was always told yes. No one ever told me that I wasn't receiving the high speed, until August 2017 when I called and spoke to Rep., after complaining that my internet was slow. She told me that my complex doesn't have the equipment to handle the high speeds. I was very upset, and told her that after all this time, I was just finding out since 2014, that I couldn't had the high speed! I told her that I had been paying for it, and wanted my money back. She told me to talk to ***, the Manager in the morning. I also want to mention that I called them and had 2 appointments set for a Technician to come out and check my speeds, and both times there was a NO-SHOW! Neither Technician bothered to call me to let me know that they weren't coming either! 2 NO-SHOWS,NO CALLS! I did contact *** the next day complaining about the issues, and have been in contact with her since then by phone/emails. I emailed her the proof of payments/information on 8/14/17, and was told that she would review the information, and get back to me with a plan of action. As of today, I still have no plan of action, and barely ever get any information, even though it's been 7 weeks since she received it. I also have to call her or email her first. She has since told her boss, ***, but nothing has changed. I'm the one whose out the money, so I believe that they're not in a rush to make me whole, even though it would be the right thing to do. I feel that I deserve even more because of the way I was treated by Xcelerate. They have my money for services that weren't rendered to me, and appear to not want to return it. I'm very upset over this, and would never choose them as my ISP. I'm stuck with them only because they have a contract with my apt. complex. Once I move, I won't ever have to deal with them again. The payments that I made were: 4/11/14 29.90, 11/3/14 129.65, 9/11/15 54.97, 1/19/16 36.00, 2/22/16 40.00, and 9/1/16 14.99. These payments were made via visa debit card ending 9631. I'm seeking resolution ASAP.