I have personal and business WiFi services—while the connection itself has been reliable, everything else has been a complete disaster. For personal use, any issue that a simple modem restart doesn’t fix leads to being redirected to an overseas call center. Each time, I’m told the issue is due to not renting their equipment. Every representative has their own take on the same script and eventually passes me to someone else who repeats the same sales pitch. It feels like an unethical strategy to compel customers into renting their devices. Prepare to spend at least an hour in chat. For my business, I had this service for 9 years with few issues until I moved and needed to transfer my service. My sales representative insisted I couldn't activate service at the new location without adding their rental equipment—a service I never wanted but was pressured to include just to keep my service. I was misled into thinking I could refuse the rental once the technician arrived and use my own modem (the same one I had for 9 years). That was a lie. The technician explained he had to install the rental, but mentioned I could call later to update the account and he would return to replace it. He did come back and installed my modem, leading me to believe everything was resolved. Four months later, my bill increased. They never removed the rental charge, despite my account showing I wasn't using their modem. When I called, I spent an hour and a half being transferred from one representative to another. Each one claimed they had fixed it, but it was obvious nothing had changed when I spoke to the next person. I foolishly believed the last agent who said it was resolved. Thankfully, I checked again the next day and saw no improvement. I had to start over—another 2.5 hours explaining everything from the beginning. I eventually received the credit, but only after being told the only way to add my modem back to the account was to sign a new 24-month contract. So my options were: 1. Keep paying for a rental I didn't have for another 20 months—a service I never wanted and was forced to add just to maintain service, or 2. Switch back to my own modem but be locked into a new 24-month agreement. Both choices are absurd. I cannot convey the level of frustration this experience has caused me. I'm counting the days until I can completely stop using them. I hope this review helps others steer clear of both services.
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