Zeta Broadband

Review: Zeta Broadband is a local internet broadband company that serve internet to local residents here just east of Sacramento in remote and rural areas that are otherwise not serviced by larger companies like Verizon and Comcast. This gives them a bit of a monopoly on true high-speed internet service in the area. Satellite and cellular cell phone service being their only competitors. This last week, we've been having intermittent disconnection issues with our service. Our internet service would go out for minutes at a time, then come back. Unfortunately, Tech support is never available to receive phone calls, requiring customers to leave a voice-mail and wait for a response. I've left a few of these voice-mails for the past week and never got a response. I've also sent an email to tech support detailing the issues and never got a response.And so just last night, our internet decides to give out 100% and we have no service from them now... and I've still heard nothing at all from tech support. Their network "status message" you hear when you call them states, "no connection issues"... yet I am unable to get online at all.. Which leaves me to believe they are still unaware of the issue or are just completely ignoring me. Again... I've been trying to get a hold of someone for over a week about connection issues now and I've gotten nothing...

Product_Or_Service: Internet Service

Account_Number: [redacted]

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I'd like the problem resolved. I'm paying $99/month for a 6 Mbit/sec connection, which is comparatively very expensive compared to many other ISP's rates. The customer service is unacceptable. I'd like changes done to their procedure on how they handle these problems as well.. because getting no response for over a week is ridiculous.

Business

Response:

Business' Initial Response

There was an outage that occurred that Saturday morning around 12AM, which was resolved around 11AM that same morning. This was communicated to the customer the following business day as our technical support is only staffed Monday through Friday 8AM to 5PM. The previous tickets were escalated to me to monitor the connection and troubleshoot the disconnects and the amount of usage. There was a miss-communication between my technician and I, which resulted in no return phone call to you. I do apologize for that and we'll make sure we do better in the future.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

They got me service even though they do not service my area, they went above and beyond to get me the service in the first place. I had no options and they came up with albeit a expensive plan which may not have worked for everyone but it did for me and got me the service that I so desperately needed. I can't say I have had to deal with a technical issue since I have only had the service for a month but when I did call or email I always got quick accurate responses. In the month we have had the service it has poured down rain and had 50+ mph winds (with a tree partly in the way) and the service has not missed a beat. I can have my wife watching Netflix and me gaming +7-10 other devices on the network at any given time and my games play flawless. By far better than the Comcast I had at my other location where even though it was actually faster speeds the connection would bog down off of one or two other devices using the internet and then the gaming would not work right. A+ for Zeta in my opinion, and don't worry if it changes the review will reflect the changes. I always review company's that do extremely good or bad, so keep up the good work guys.