- Report: #1094200
Report - Rebuttal - Arbitrate
Complaint Review: t6 broadband Internet
t6 broadband Internet Bad customer service....even worse internet service Freeport Illinois
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Originally signed up with internet through aero over two years ago. It was the only provider available in my area...t6 took over and thats when the problems began. My speed was incredibly slow after running a speedtest and getting a .6 download reading I called into tech support for help. He made some adjustments and asked me to try that for a few days...no real improvement. I called back again after I experienced the same slow speed and getting the same results from speedtests, i asked this rep exactly what speeds I should expect he tells me Im paying for the gold package (which is what I had with aero) however the tower im connected to was not capable of gold speeds! They had been happily collecting my monthly gold package fee for over 9 months while providing me with an average of .70 download speed. That tech could change my plan to silver however he could not do anything about a refund.
Calling in for a refund proved interesting...the girl couldn't understand why I was upset and wanted a refund...I only was asking for the difference between the gold and silver plans. Eventually she agreed to credit my account the difference between the two plans for 6 months...not the 9 I had overpaid. Still getting .70 to .90 speeds.
I made the mistake of referring a friend for the monthly credit...did the credit show on my bill? No, I even waited an extra month incase I hit the wrong billing cycle. When I called in The rep said she could see the referal of my friend on my account but for some reason it wasn't being processed just sitting there. I would now have to wait 2 more months for my bill to see the credit. Every bill comes and tells me I get a credit but then on the next line that I short paid $10.00 on my last bill. So it shows full balance due. I call customer service and get valerie who is extremely rude in trying to explain why the bill says what it does. Im not actually being deducted that amount its just how the credit falls in the bill cycle. I ask her wouldn't it avoid confusion if it was just put in correctly and she gets even more rude.
By this phone call I had already set up an appointment with a different wireless company who just got service in my area. They installed that afternoon so I made the phone call to cancel...who did I get again? Yep valerie (still rude) she asked why I was canceling and I sited the poor speed as the number 1 reason....I pay for silver speed package and have never seen a speedtest above a 2.1 no matter what time of day. I told her I dont want to pay for a .70 average speed. I told her to cancel service and that I wanted to be credited since I had paid the full month in advance. She then told me it would be over a week before she could have someone out to take down the equipment so I would be charged until they could take their equipment down. I told her the equipment had been carefully taken down by the new company and you would have thought the world had ended. That still didn't help her to stop charging my account for service. She then told me someone had to be responsible if any damage occoured to their really old dish, so it had to be tested to make sure it still worked. I told her I was not going to continue to pay for service when the equipment was disconnected. She said I signed an agreement with areo that said I would pay up to 14 days til they could manage to get their equipment. I thought my agreement was with t6. She said I was bound by that contract. I asked if that was the same contract that let them collect gold package pricing with no gold package speed on my tower. I had to offer to take the equipment to their store in order to stop being charged for my non existant service.
The reps at the store had no idea what to do when I walked in with equipment. It took them over 15 minutes to accept the equipment so my account could be credited. We will see if it ever shows up.
With the New internet provider I'm on their silver package for $5.00 less than t6 and am enjoying 5.85 download speedtest result.
Don't waste your money with t6 on poor speeds and even worse customer service.
This report was posted on Ripoff Report on 10/23/2013 07:26 PM and is a permanent record located here: http://www.ripoffreport.com/r/t6-broadband-Internet/Freeport-Illinois-61032/t6-broadband-Internet-Bad-customer-serviceeven-worse-internet-service-Freeport-Illino-1094200. 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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