Internet was installed in our place in Bayfield and went down after a couple days. We kept calling to get it fixed, they "put us on a list" and kept charging us even though we didn't have service. After a month of this cycle we cancelled and they charged us for two months of service along with installation even though we only had days of service. I would AVOID this company at all costs. The people are nice to talk to but their service is awful!! read more

Poor customer service, can almost never reach anyone directly and service too unreliable for my use. Two years ago they sent an email saying my annual plan was being discontinued and they were only offering month-to-month, but I could prepay. Now that I am cancelling, they say there policy is to offer no refund of my prepaid monthly fees. Twice tried to return my equipment during posted business hours, but their office was closed. Reached a customer service rep to cancel my account and was told the only way to cancel was by an emailed form that makes you agree to their terms. When I said this wasn't acceptable the rep hung up on me. They are one of the few options in my area, but I would never recommend them. read more

Steer clear of this company. They started out solid 20+ years ago and through a course of events I don't understand have really tanked. They have given me false information multiple times and have not proved reliable. read more

Received a generic email that email service would now be going up $100+ a year. Seriously? Time for gmail and Spectrum. There is nothing local about this company anymore. I am not sure it even exists. read more

Brainstorm worked well until about a year or so ago and since then the service has been ABYSMAL. Their customer service is a damned joke. First you speak to someone who pretends to care, then you get called or sent to Scott who immediately cancels your repair ticket as though it is fixed, yet nothing ever happened and the internet connection stills SUCKS. I was told someone would come to my location over a month ago, yet nothing. Lately, all they can do is just lie. Brainstorm and Forethought (who bought them) suck. Save your money and a lot of headache. read more

My email service has been down all day or for at least 7 hours so far. Their phone does not work, and their 877 number also does not work. There is no way to make contact with their office, anywhere! This kind of inconvenience is NOT worth the $120. per year that they charge. Aside from that they are slow and sometimes emails sent don't show up for over 30 min. as opposed to Gmail that is instantaneous. After 21 years of being with them, I guess it's time to move on. My entire business relies upon fast dependable internet! read more

Over 20 years ago, I signed up with Frontier for internet services in Durango. Brainstorm bought Frontier and than Brainstorm was purchased by Forethought. After the local presence was moved to Denver, service went down hill rapidly. They will openly admit that they do not like Apple products. In order to get my email on a Mac, I have to use RoundCube and then I will get error messages that the mail has yet to be down loaded from the server. I always paid for two accounts a year in advance. Discounts were one or two months of service until Forethought took over. Now, they have ditched the annual billing for monthly and unless you use a credit card or direct bank deposit, there is a penalty. This could be a business school model of how to run an excellent business into the ground by neglecting customer service. read more

This company charged me for internet speeds that were not available in my area for over 25 years. Customer service is terrible. Would bundle your internet with another company ie. CenturyLink or Charter. read more

I too have had the worst problems with the Billing dept. As in, In 7 years my company has never been able to get one!! You find out your bill is due by them freezing your account. No matter how many e-mails (they are your email account) also tried contacting them from a different server, long distance phone calls (they shuffle you around) have given them MULTI ADDRESS ECT. to send a bill (per my accountants request, NOTHING TO THIS DAY!! Now a year after cancelling their services, I get a collection for a service I never received. You have to pay in advance right? If our company did business like this--we would not have one!!! Even now trying to call talk --GET A BILLING OF OUR COMPLETE ACCOUNT--THEY REFUSE AND HANG UP. BOOOOOO HISSSSS BRAINSTORM. BAD BILLING AND CUSTOMER SERVICE PRACTICIES. read more

Small internet company, we had to get them because moving to a small town in Colorado they were our only option. The speed was ok but slow at times. Often they were working on the internet which means you loose all connection. This was usually on the weekend. This summer someone hacked their internet which shut everyone down. The worse part that upsets me is we ending up not staying in Colorado and moving out of state. You prepay for a year or otherwise they charge you more. I paid $522 and used 3 months of Internet. I spoke with manage and there are NO refunds or anything. It doesn't matter if you can prove you moved where they do not service. I signed no contract with them and I am out of nearly $400 for nothing. read more

This company will lie through their teeth and not come close to what they promise. Seriously, someone should file a class action lawsuit against this company for offering services they know they cannot provide. Their customer service system is terrible beyond belief and if you are lucky enough to get a real person, prepare yourself for a frustrating condescending conversation. A typical evening at home trying to stream a single movie is guaranteed to end with a lost connection due to crazy low bandwidth. Absolutely do not sign up with this provider unless you are a glutton for punishment. read more

I have used this internet for years but it has become less and less efficient and helpful. My roundcube simply will not load and I have called support three times and emailed twice. It will be a pain to end this account but I am within an inch of doing so. I fear it has been "outsourced". The person who answered the phone was definitely not local and was very rude. This makes me sad. read more

We have been customers for 15 years and have watched this company go downhill. Their customer service is now non-existent: it appears they have added layers of employees who are incapable of providing help if you need it in a timely fashion. If you have a problem, be prepared to wait for a long time before getting any satisfaction. In addition, there is a pervasive attitude that has occurred there that is not acceptable, especially since we are paying them (for what?). We will find another provider pronto! read more

After being a customer using an email account only for more than 15 years, I believe I was treated very unprofessionally by the customer service department. Not helpful, very rude, causing me to close my account completely. Would NOT recommend their service to anyone. read more

I have been a longtime customer of Brainstorm and have had repeated issues with this company!! The latest is an issue with my writing an email to request a vacation hold on my account while I am out of state for a few months. I have done this in the past and have been charged a lesser amount. There is another issue, here, too. I gave them the date when I would return home to revert back to regular charge. At no time, was I told I had to send a 2nd email when I returned to notify them I needed to pay my regular amount So I was charged for several months for the difference in the charges. I did call the discuss the situation, but to no avail!!! Currently, after sending an email to request a vacation hold this year and not receiving a confirmation email, I called them and was told that this is no longer possible! I inquired as to how we were notified of this and was told by email, they think!! I said I never received the notification and requested it be re sent. After 3 calls to Julie, who says she is Durango's local boss, I have received none!! She has outright lied on all occasions. I am going to look into another provider when I return home as customer service has been terrible and I don't appreciate all the passing of the buck and dishonesty!!!! read more

So excited to have "good" internet service....now that they've gotten us hooked, the service and customer support has been in steady decline. Probably have over extended their service and can't handle what they have? Haven't had reliable service for almost 4 weeks, and calls to support yield nothing but lip service. But living in a rural area what are our choices? read more

I would give this company 0 stars. The tower was down a lot, it took forever to get it going again and when they decided to no longer service the tower they refused to refund any of my prepaid fees for service I wasn't receiving. I would never use Brainstorm again, nor would I recommend it to anyone ever. read more

Have been with this company since 2003 and just had my email shut off for late payment. I just got the call about the late payment last week and immediately sent payment and called them back to let them know. Today my payment went through and they disconnected my email. I now have to pay $25 to have it reinstated. Can't really say FU as I need my email for my business. I will be switching email servers pronto! Not only that, customer service rep was less than nice or even a little caring. read more

Just found out that e-mail service went up from $12.00 to $20.00. That's a 75% increase guys. When I called (as I thought surely there's a mistake). I was told an e-mail announcing the increase was sent out with last bill. I could not find this e-mail and specially since my payment to them is on automatic debit, I did not authorize the new debit amount. Anyone using Brainstorm (BS for now :-) for e-mail only is because they probably use AlignTec (much better internet service but they don't have e-mail) so there's not much we can do about it, specially when e-mails are printed on business cards , web sites, etc. Although $6. on it's own is not that great of an increase, the 75% jump certainly is. read more

Do not use this Internet Service!!! No Stars!!! Been with them for 25 years and the customer service is worst! Trying to cancel the service has been a nightmare and this company charges you for speeds that are not available in your area! After over charging me for years they are now charging me $30.00 for my email accounts!!! Tech dept never returned my calls after numerous attempts!!! Bundle or go with another local service ie. High Speed for you, Fast Track or AlignTec... Worst Internet and customer service! read more

Poor Customer Service I have had the same email address since 2001. It was $5/month. Then $6. In May 2018 it jumped to $10. That's when I called to negotiate. $120/year for an email address is too much considering gmail is my primary account. I kept my durango.net account for nostalgia. I left multiple messages that were not returned. I finally spoke to someone who informed me the price is what it is- no yearly prepay discount. Fair Enough. I asked to cancel my account. That was in May. This morning I received a call from their collections department informing me I owed 3 months of back service. But I canceled? They had no record. Tammy, who came on board in June, informed me only way to cancel is online and pay an additional 30 days. I asked to see my contract. They don't have one. Tammy told me I needed to be accountable. Hello, why not Brainstorm be accountable for their error. My account is suspended so I can't cancel it until I pay the back due amount of $35 & and additional month of service. This is Not acceptable. Tammy in billing actually said "I cant do anything. I am just the messenger." YAY!! Can't wait to waste my time leaving more un-returned messages. Thanks for the years of service. I am glad our 16 year relationship is ending in a bitter dispute over $35. I am so glad I spent years singing your praises in my small town. read more

I feel I need to write a review due to there being so many bad reviews. I bought a house recently and before we signed the counter offer we called Zito, formally USA Communications and they told me that they serviced our house for internet, they even tried to upgrade me right then and there. So we moved forward with buying the house. My girlfriend called two weeks before we moved in, house inspections and appraisals done and they said that they'd be out there on the Thursday after we moved in to install it. They didn't show up on Thursday so I called them on Friday. Upon caling them the agent then told me that they only service the house with cable and had the audacity to say "I know I get it, man. It's frustrating". No, I don't think you know what it is like to be lied to when making a decision to buy a house based on there being sufficient internet. So we were very upset and thought we had to get the dreaded satellite internet and take a step bake a couple of decades technology wise. My neighbor then recommended Brianstorm and said that he has had no issues at all with them. I called and although it took a little bit for them to get back to me and there were a few hurtles to go through it got installed. I purchased the 10 Mbps per second and I have to say that I'm very impressed. Speedtest.net shows that I get 10.45 Mbps up, 2.99 down and a 30 millisecond ping. Mind you, this is a microwave signal (basically wifi) and you have to have direct line of sight to their towers which I have. If you don't you won't be able to get it. So all in all I give Brainstorm, Tiffany, Scott, Adam and the gentleman who installed my internet whos name I can't rememeber a five star for providing me with sufficient internet in the rural town of little ol' bayield. Thanks. read more

Solid internet service. Their billing department could use some help but all our problems got resolved eventually.Technical support is great. read more

I just got off the phone with Ken from Brainstorm Internet Technical Support. I have been with this company for over 20 + years and here's the reason why - unbeatable customer service. I was having problems sending 6 photos in an email and I kept getting an error message. I looked online for a solution and nothing worked. 5 Minutes with Ken trouble shooting the problem with me and I am able to send the photos. I stay with this company because over the years they have patiently helped me out, even when the problem isn't directly linked to Brainstorm technology. I like being able to walk into their local office should the need arise and I like that they really want to help me out, even though I am not tech savvy. There are many options for internet service these days so customer service is what I use to determine who I am going to give my business to. Brainstorm Internet is my choice because they excel in customer service. read more