Complaint Review: Netzero - Woodland Hills California

Top Ten Reasons Netzero Is The Worst Company I've Ever Used

1. Netzero's internet service rarely works.  I am a customer and the service is so bad, I started keeping a journal of disconnections and service failures.  But whenever I would alert Netzero and ask them questions, they never answered them.  Instead, they would send a template email stating their wireless internet service cannot go through walls, glass, etc.  Can you believe that?!  The purpose of wireless internet service is to go through walls, glass, etc.!  Other companies have been doing it for years and continue to do it without any problems.  Cellphone companies do it too.  But Netzero admits that they can’t do it.  Yet this doesn’t stop them from selling the service, even though they can’t provide it. 

2. On the very rare occasions that Netzero's service works for a few minutes, they limit the amount of data you can use, which is ridiculous because the other companies provide unlimited data in the same price range. 

3. Netzero has a “Data Usage Report” that is supposed to help you keep track of your data so that you don’t run out.  But the report doesn’t work.  It will deceive you by telling you that you have plenty of data left when actually, you don’t.  Then you will run out and Netzero will try to get you to buy more.   

4. It appears that Netzero takes data out of your account even when your internet modem isn’t plugged into the wall and your computer is turned off.  One night I checked my report and I had used 20% of my data.  I unplugged the modem, turned off my computer and went to bed.  The next day I turned my computer on and connected the modem and the report stated I had used 28%.  So it seems that overnight, Netzero took away 8% of my data away while my modem was unplugged and my computer was off.  I notice that this happens often. 

5. Another method they use to take data away from you is when you are in the middle of a download and the internet connection fails and you have to download the file all over again, which uses twice the amount of data. 

6. Another disturbing reality is when Netzero won't allow you to check your Usage Data Report at all.  There have been so many times I tried to check mine, only to receive this message: “There was an error processing your request.  Please try again in a few moments.”  So I tried again.  It still didn’t work.  So I tried again a few moments later.  It still didn’t work.  So I spent the entire day trying.  It never worked.  By preventing their customers from being able to keep track of their data usage, the customer is more likely to run out of data.  Then Netzero will ask them to buy more.  

7. Apparently, Netzero's internet service doesn’t work when it rains.  Yes, you read that correctly.  When it rains, I can’t get on the internet. 

8. Netzero’s internet service is so bad that when you call their customer service line, you immediately get a recording that states: “We are currently experiencing heavy call volume. You may wish to call back during “non peak hours of 9pm – 2am”. 

Can you believe this?!  This demonstrates 2 things: 1. Netzero’s internet service is so bad that their customer service line experiences “high call volume” from all of their customers who can’t get on the internet throughout the day.  2. Netzero expects their customers to go without internet service all day until 9pm, then call for assistance. 

9. Netzero’s service didn't work for an entire weekend, so they promised to give me a credit, but never gave it to me.  I was without service for a whole weekend because it was raining.  When I finally reached a Netzero customer service rep, they made me troubleshoot for over an hour and 10 minutes, then finally admitted that their service doesn’t work when it rains.  They they promised to give me a credit, which they never did.  When I inquired about it a week later, they said they weren’t going to give me anything.  So be warned: Netzero lies.

10. Netzero refuses to hire American customer service reps.  When you call, you wait on hold forever.  Then you are forced to speak with someone in the Philippines, which is a complete nightmare of miscommunication and frustration.  Personally, I don't think Netzero should be allowed to do business in America if they aren't going to hire American customer service reps.  So many Americans need jobs. 

In summary: Netzero is the worst company I've ever used.  I'm looking at several other companies that are more reliable, less expensive, and have American customer service reps.