ZipLinkInternet.com

A tech has been by to recover the equipment but realized he needed a longer ladder, which he did not have on the truckHe plans to try again tomorrow

Cant verify his statements but account was closed on June Because our system generates the next month's invoice on the 28th, he was charged for JuneThat amount will be refundedThere are no other pending invoices Starting May 18, this area was hit with a series of storms that caused numerous power outages and damage to homesIt also caused internet antennas to be damaged or get out of alignmentZipLink has responded to dozens of calls , in addtion to our regular workloadThe customer is responsible for repairing/replacing equipment that is damaged, just as they would be for hail damage to their roofs, power surges damaging their appliances, etc

Customer was contacted yesterday and has an appt for todayShe has one of our lower speed/price plans @ mbps down and mbpsThis is a maximum speedRouters and other devices will use some just to operate Running an internet TV and taking online classes is most likley overloading the account

They were recently given new equipment based on new technology that was new and untested, in an attempt to solve their issues, installed at no costWe have since gone back, at no cost, removed the equipment, and reinstalled what was there beforeAs far as I know, there hasn't been any new complaintsWe have no one named [redacted] that works for ZipLink, although it could be someone with the 24/answering serviceWe have no stated policy regarding 50% refundsIn fact, since our service is on a best efforts basis, with no deposit, no contract, and no cancellation fee, we do not make refunds at all, except on a case by case basis, or if the initial installation fails for some reason withing the first days

Since this complaint, customer equipment has been changed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

She sent us an email todayWe responded that we would check into it but it might not be until tomorrow (the end of the month is always extra busy)She replied and seemed to be OK with that

Complaint: [redacted] I am rejecting this response because: Any business that operates on those pera meters should be out of businessSo we definitely can agree to disagree and then some Regards, [redacted] ***

The named person is not a ZipLink account holder but we do service that address under another name and we have had calls from the Revdex.com complainerWe might note that the account holder had ZipLink's service at a prior location and asked ZipLink to provide service at the present location.ZipLink's service operates via wireless line of sight from our access point to the customer locationEven with a good signal, not every location gets the the same performance due to local conditions such as tree coverage, nearby interference from similar devices, etcSome customers overload the accounts with devices or usage, resulting in what to appears to be slow speed to them, even when they are receiving plan speeds.We have made several attempts, at no charge to them, to satisfy this person (even swapped out their equipment at no charge) and have offered to cancel the account & refund his install fee in the pastWe WILL cancel the account, and upon recovery of our equipment, will refund the initial install fee to the account holder; and designate this location as a non-serve location

ZipLink provides retail residential subscribers with access via monthly subscription to a wireless internet serviceBecause it is wireless, it is subject to environmental conditions that can affect service, in addition to local user habits and equipment that is impossible for us to control
It is a "best efforts" service for residential and light business useThere are no guarantees as to minimum minutes online or speedThe retail residential service is not intended for any mission critical applicationWe have a subscriber service agreement that contains more information.Mr*** has been a long time customer, and has had on/off service issues, over and above the routine service issues, most of the timeWe don't have exact records since we changed management software in but, to save the installation fee, he initially didn't want us to install the service and wanted to do it himself. We have made several service calls to his location, many at no chargeWe have tried changing his service type at least times to try find a better resultHe has canceled once and gone to another provider, but later decided to come back to ZipLinkZipLink doesn't require applications fees, deposits, credit checks, data usage fees or cancellation feesWe charge an installation fee, a monthly subscription fee and allow customers to cancel at any time with days noticeThe only requirement they have is to to return our equipment, or allow us to retrieve it; if not, they are charged the cost of replacement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
The company sent a repairman to address the issue and internet appears to be working acceptably at this time
Regards,
*** ***

We did not make an offer, so not sure what was rejected

We have previously furnished the Revdex.com a copy of our Subscriber Services AgreementA quick summary is that our wireless internet services are on a best efforts basis because 3rd parties issues can effect what the customer experiencesIn this case, the customers modem has a very good signal and good
speedShe experiences local issues in the middle of the night when our network usage is very low.There is no obvious issue we can correctWe do not have deposits, contracts or cancellation fees so a customer is free to select another provider without any penaltyWe do this precisely because some issues are out of our control and/or can never be identified/located

Complaint:
I am rejecting this response because:first of all I did NOTOffer to the install my self of the LTE radio that was recently installed I installed my radio at the very beginning of my service when Ziplink FIRST started out so let's be clearALSO I have made NUMEROUS calls in reference to my service issues and have haD NUMEROUSNo call backs or even any updates in which I HAVE RECORDSOf sent emails with no responses from ANYRepresentative from zip link Leaving my issues unattended It's YOURJob as a provider to ensure that you are getting the customer issues resolved Instead of not doing itAnd trying to get customers to downgrade their service because you can't maintain proper technical supportI'm assuming that's why Ziplink doesn't have a Facebook page anymore due to the whole negative response Please do me a favor and Google your service rating from current and past customers simply by typing on Ziplink Internet reviews In my records of emails to customer support and billing I have no responses on most of them Here are some of the emails that I have gotten no responses to and I have many more if neededSo your lack of customer service is a big issue as wellAlso check my call logs from the company as well.
Regards,
*** ***

The customer reports the issues occurred on May 18, A massive storm hit the area that day (and minor rains continued for several weeks delaying repairs) and caused power outages, downed trees and power poles and many wireless antennas were either moved out of alignment or damagedZipLink
Internet service is subject to weather conditions that we can do nothing about and have no control overZipLink spend thousands of dollars and man hours making repairs to network and customer equipment for weeks after the storm.Because of numerous issues and things not in our control, and the fact we don't require deposits, no credits checks, no cancellation fee and no data use fee, ZipLink does not offer refunds or credits, except during the first days of service if we made an error in the installationPlease see our Subscriber Service Agreement as found on the website

We have been in contact with the customer and have made efforts to improve his serviceSince this is wireless service service that can effected by 3rd party and/or environmental interference, every customer may not receive the exact same level of serviceThat is why we have no contracts, no
deposits, no credit checks and no cancellation fee, and service is provided on a month to month basis.The customer is subscribing for access to the network at "up to" a certain maximum speed levelIf they are dissatisfied, their only recourse is to cancel the service, per the Subscriber Service Agreement (that we have previously furnished to the Revdex.com).We don't want to lose any customer and will make reasonable efforts to improve their service if it is a network issueHowever, even if a customer's signal and rates are good technically, sometimes their specific location experiences interference from other sources that is not under our control and we can do nothing about

If he is not satisfied he has the option of finding another providerWe have done what we are able to do and what is feasibleWe have a limited staff and are not able to offer unlimited time to every customer. Rise Broadband is a much larger company with more support staffMaybe his location will be able to get better service from them

I guess we can agree to disagree

Complaint: ***
I am rejecting this response because: it does not address why they refuse to contact me in regards to equipment pick upWhy have I been assured by different representatives (December 23, January 3, January 4, January 5, January 6) that I will be called back in 24-business hours, and it has been roughly TWELVE business daysAlso none of the representatives mentioned that we could return the equipment ourselvesYou would think that if the company uses that as an excuse for this complaint, that their representatives would at least notify the customer that returning it ourselves is an optionBut there was no mention of that by any one of the people I talked to. Also, the response from ziplink stated "We have no way to know they are in *** and not available." Actually, I told the representatives exactly this, that we were moving and only at our house for a limited number of daysSo they did have knowledge of thisOne of the representatives even told me she was going to put that in the account notesCheck the recorded phone calls. When ziplink states "the customer is responsible for returning the equipment, however, given enough notice, we are usually able to pick it up at no charge to the customer," what does the statement "given enough notice" mean? Because I have given them two and a half weeks of notice and still have not been contacted after attempts (phone calls and email). My biggest frustration is the lying when they say they will contact you in 24-business hoursI have been told this FIVE TIMESAnd have not had ONE SINGLE call back.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I understand the technical side of why there can be issues I have been very willing to work with Ziplink as they have tried to resolve their technical issues, which is evident because of the fact that I am still a customer after having trouble since April You seem to have missed a major part of my complaint, which is the promises for callback without following through I have also been told repeatedly that requests were submitted to *** for refunding service which have gone unansweredMy primary complaint is the late of customer service, completely ignoring my emails, calls, messages You stayed that you have been in contact but that was after I submitted a complaint to the Revdex.com did I receive a contact If you make a commitment, you should follow through That is my biggest complaint I feel like my calls, messages, etcgo into a black hole The owner has told me he had seen numerous complaints and contacts from me come across his desk but never once did I get a callback from anyone I only got to talk to him because my call to customer service was misrouted to him All I ask is that I bet kept in the loop and not be ignored If you need another week, just let me know Don't ignore my call backs for a month when you miss a date you provided me that my service would be fixed
Regards,
*** ***