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  • Report: #743726

Complaint Review: Skybeam Texas

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  • Submitted: Tue, June 21, 2011
  • Updated: Tue, October 04, 2011

  • Reported By: SteveMc — Waxahachie Texas USA
Skybeam Texas
1200 Gambrel Rd., Suite #100 Arlington, Texas United States of America

Skybeam Texas formerly AirCanopy (although the previous owners are probably humiliated that Skybeam has trashed their fine company) If these guys are still in business in three months, I'll be surprised Arlington, Texas

*Author of original report: Finally rid of Skybeam Texas

*Author of original report: Update June 23 - still no contact from Skybeam

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I've been a customer of AirCanopy for several years and was always extremely pleased with both the product and the service. Unfortunately, as so many small companies do, AirCanopy sold out to an out-of-state firm called Skybeam, and since that time the service has deteriorated so that the company bears no resemblance to its former incarnation.

For the past month and a half, I've been trying to contact someone to have them address our pitiful download speeds (AirCanopy promised us 'up to 5 Mb' and we often got 7-8Mb in bursts) Our typical download speed with Skybeam is 200Kb - 1Mb, and service is completely out for long periods just about every day, often for 4-5 hours at a time.

Skybeam recently "made changes to [their] phone system to serve [our] customers better" This included discontinuing their voicemail and callback options, so the only option a customer has is to wait on the phone for 1/2 hour or more, only to talk to someone who speaks English so poorly that you can't understand but every third word. They do NOT answer email (I've written a dozen or more over the past few weeks, and have never received a response); they do not respond to their 'chat' window (I've waited for up to an hour with no results). And if you call their tech support, you first hear a long list of outages all over the state, followed by some music and then... the same report over and over.

Last night at 11:30PM I decided to just wait as long as it took, and after more than 1/2 hour I talked to a tech IN UTAH!!! He said that since he wasn't in my area, he really couldn't 'get into' my system, but when I told him that my response times were running 500ms for a ping hop, he said that he'd 'escallate' the problem, and that someone 'should' call me today. It's been 24 hours, and I'm still waiting for that call.

At times, usually 1:00AM or so, the speeds actually jump up to 3Mb, which leads me to believe that they're just over-subscribing their network. They continue to buy up smaller companies, but they very obviously cannot service the customers they have.

Several of my neighbors have switched to TOCN, and are very happy with their service, but we cannot see their tower from my one-story home, so we have no alternative but to contract for T1 at around $400/mo. That's a lot of money, but our businesses have already lost considerable revenue because we're so dependent on the internet, and we just have no choice but to spend the extra money for reliable service.

Skybeam's management is sufficiently insulated from its customers so that you cannot even make a complaint heard. They recently closed their office in Midlothian, and I suspect that they'll be filing for Chapter 7 very soon. That happened to us several years ago, and it was very expensive for us to find alternative service in a hurry, and we don't intend to allow this firm to put us in that position again.

Before you sign on with these clowns, just call their tech support line and listen to the list of cities and towns where service is either down or intermittent - you'll quickly see that Skybeam is not a viable solution for anyone who requires fast, reliable internet service. You can see a Speed Wave at http://www.speedtest.net/wave/565a10a8c6a19c99? - but don't let those "average speeds" fool you - the higher speeds are almost entirely taken at 1:00AM - 3:00AM, so unless you can get all your work done in the wee hours of the morning, you're out of luck with these guys.

(I can't get the photo of the SpeedWave to upload, but tonight at 11:30PM we're getting 0.45Mb download speed - pitiful)

This report was posted on Ripoff Report on 06/21/2011 09:25 PM and is a permanent record located here: http://www.ripoffreport.com/r/Skybeam-Texas/Arlington-Texas-76014/Skybeam-Texas-formerly-AirCanopy-although-the-previous-owners-are-probably-humiliated-tha-743726. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Finally rid of Skybeam Texas

AUTHOR: SteveMc - (USA)

After almost a year of trying to work with these guys, but receiving virtually nothing in return, we last month bit the bullet and had Earthlink/Covad install a business T1 here. The cost is quite a bit more than Skybeam, but at least it works. When I consider all the revenue our businesses lost because of poor bandwidth and outages from Skybeam, I wish we'd have done this earlier.

I got an invoice last week, saying that they'll charge my credit card for another month - if they do so, I intend to file a fraud affidavit with American Express, as I cautioned Skybeam in my cancellation letter. If you use this ISP, you really should be looking for an alternative, I just cannot see how they can last much longer with the poor product and support they're charging their customers for. I'm really glad we got out before they shut it down.
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#2 Author of original report

Update June 23 - still no contact from Skybeam

AUTHOR: SteveMc - (USA)

Update**
It's now been almost three days and I've still not heard a peep from Skybeam. Not that I really thought I would, but they did send me two automated emails, one saying that they'd respond within 24 hours, and the second, one minute later, saying that they'd respond within 48 hours. These were in response to my email asking them to contact me about service disruption. I also spoke to a tech (in UTAH??) who promised that someone would call me three days ago.

Tonight's download speed is 200kb, not much faster than dialup. Thank God I didn't sign up for phone service!
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