- Report: #766327
Complaint Review: Skybeam - Arlington Texas
Reported By:
Ionic1 -
Weatherford, Texas, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Skybeam
1200 Gambrel Rd., Suite #100 Arlington, 76014 Texas, United States of America
Phone:
1-866-411-3278
Web:
http://skybeam.com/index.php
Categories:
Business Rating:
(0)
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Skybeam Skybeam Texas, SkybeamTX, Unite Wireless Terrible connections, Horrible Support, never ending issues Arlington, Texas
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I have been a wireless internet customer for over 6 years now. I started with Partnership wireless then moved to Unite wireless. Unite was great they helped and answered the phone in a reasonable time typically 10 min or less. If you had to you could leave a message and they would call back in 10 - 20 minutes.
Now enter Skybeam. Skybeam purchased Unite Wireless and destroyed it along with Partnership wireless. Now my service is terrible and support is not existant. I have had 3 new antennas in less than a year. I have had 4-5 service calls (onsite in less than 6 months). The recently replaced my equipment on my second service call in 2 weeks. The connection was not what I expected. I was getting 4mbps down and about 1.5 up before with little latency. Now I am getting less than 1 mbps down and same for up. I have called and it has been forwarded to the network team has been the answer every time. I have been documenting all of my speeds, ping times and trace route times. They are horrible packet loss is 10-20% most days with pings ranging from 20 - 1500 ms if they are not lost. They tell me my down link is good and my uplink is good but that means nothing if their network is terrible. I call in every day to customer support and I am told that there are 8+ callers and the longest wait time currently is 60+ minutes. That means your going to wait well over 1 to speak with someone. You will go through all the testing and then they will tell you it will be forwarded to the network team or we need to send some one out and it will be a week away.
Billing is no better, they will credit you only if it is documented with the service team. So only if you call every time you have an issue and have to wait more than 1 hour just to document it. You can email your complaint too but nothing ever happens with those. I have had these issues now coming up on 3 months and a 75 dollars per month I think they would be a little more interested in doing something.
Now enter Skybeam. Skybeam purchased Unite Wireless and destroyed it along with Partnership wireless. Now my service is terrible and support is not existant. I have had 3 new antennas in less than a year. I have had 4-5 service calls (onsite in less than 6 months). The recently replaced my equipment on my second service call in 2 weeks. The connection was not what I expected. I was getting 4mbps down and about 1.5 up before with little latency. Now I am getting less than 1 mbps down and same for up. I have called and it has been forwarded to the network team has been the answer every time. I have been documenting all of my speeds, ping times and trace route times. They are horrible packet loss is 10-20% most days with pings ranging from 20 - 1500 ms if they are not lost. They tell me my down link is good and my uplink is good but that means nothing if their network is terrible. I call in every day to customer support and I am told that there are 8+ callers and the longest wait time currently is 60+ minutes. That means your going to wait well over 1 to speak with someone. You will go through all the testing and then they will tell you it will be forwarded to the network team or we need to send some one out and it will be a week away.
Billing is no better, they will credit you only if it is documented with the service team. So only if you call every time you have an issue and have to wait more than 1 hour just to document it. You can email your complaint too but nothing ever happens with those. I have had these issues now coming up on 3 months and a 75 dollars per month I think they would be a little more interested in doing something.
2 Updates & Rebuttals
Ionic1
Weatherford,Texas,
United States of America
Update on Status
#2Author of original report
Sat, August 20, 2011
I have called to Skybeam once again and after a 45 minute hold time I finally got someone on the line who knew what they were doing. They fixed my connection so now I am getting the speeds but there is still some latency but not terrible like it was. Now the issue is billing and they do not want to credit me the days I was without service. They cannot count correctly, I called around August 17th and they told me that my first documented phone call was July 7th. I asked about my emails in May and June. Then they found an email around June 23rd. So they said ok the most we can credit you is the time from the first email and that was 1 month and 4 days... What??? Where did they go to school, Enron school of Math?
This does not fix the issue that the service is terrible, you will probably have to fire all your current employees to fix that issue. Also you will have to improve the connections for the customers by investing in some more backhaul's and not overload the towers with too many customers on each backhaul. Then enable call logging on your support systems for customers who do not want to hold for 1.5 hours every time they call with an issue.
I would tell Folks looking for a reliable connection to check email and surf the web to buy a wireless air card from a cell phone company 3G is as fast as your cheapest package and more reliable.
SKYBEAM_Texas
Arlington,Texas,
United States of America
We Truly Want To Help
#3UPDATE Employee
Thu, August 18, 2011
I understand how frustrating this can be. Please fill out a complaint
through our Web site. Go to www.skybeam.com, click "Contact Us", scroll
to the bottom of the page, and under Customer Feedback, click Customer
Service, select Complaint or Feedback, and fill out the form. We will
answer this ASAP. Thank you.
