I have had to work with this company as my home internet provider for near three years. There are two times during which I have been sorely disappointed with them: the connection set-up experience and the cancellation experience. It is very difficult to get someone on the phone, it is nearly impossible to get someone to come to my home and react to the situation they find there. I need a engineer to come out to help connect the internet, and another to come out for the phone. It took several calls and hours of waiting on hold. Finally after nearly three weeks of struggle, both worked.
When it came time to move back to the states, it was impossible to find out how to cancel on the web site. Direct communication with this company is deliberately made to be nearly impossible. Finally I found a phone number to call and waited twenty minutes to talk to a person. Then I find that they require 30 days notice, and I have to pay a penalty for giving them 10 days notice. WTF? It costs them extra to shut off the line less than 30 days in advance? Remember, I had cleared more than two years and ten months since my contract began. What a racket! I am very glad I will not be dealing with them ever again.
I can say I had fast internet service (~107 mbps) that usually worked. I say usually because early in the morning it would drop out for a few minutes. No point in complaining to them because it is nearly impossible to actually do so. If I could complain to them directly, I would, but since they make that impossible, I am stuck whining to Yelp. read more