ComplaintsforConnect 2 First Internet, LLC

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have purchased a WiFi service that is not reliable at all. I have contacted them several times about their poor service and requested an adjustment due to the long outages we keep getting. They told my wife they won’t do that unless there is a consecutive 24 hr outage. So apparently in their mind we can be without service for multiple hours each day and not have any consequences. We pay for a service they can not provide which is nothing short of stealing. We pay X amount of money for a month which means X amount of hours so they should credit for each hour they did not provide the service we paid for.

  Business response

  06/17/2024

  Response to Complaint ID ********  * ***** ******* 

  Thank you for providing this complaint to our team.  Connect2First strives to provide reliable, high speed fiber-to-the-home internet and home phone service to our customers and members of ***** ******** ***********.  Recently the "Crow" zone in Benton and Paron has experienced intermittent service outages that were mostly between 30 minutes to one hour at a time. On June 10th, our engineering team received the necessary equipment and executed emergency maintenance at 12:00pm to resolve the intermittent service interruptions in this area.  Since then, our engineering team has been monitoring the network to ensure all service connections remained active.   In regards to the complaint about a credit, our terms of service agreement does state that Connect2First will issue a credit if the service is interrupted for more than 24 hours.  The intermittent service interruptions this customer experienced does not meet this qualification for a credit for a single day of service.  

  Terms of Service Agreement: ***********************************************

  Connect2First has no liability for service interruption; however, if you lose Services for more than 24 consecutive hours and the cause of the outage was within our reasonable control, Connect2First will provide you a credit for that period if you request one. All credit requests must be made within 30 days of your next bill following the outage or service issue.

  Thank you for your time and attention to this matter. 

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It started last month. My wifi goes out almost every night between 9-11. It stays out until 8 or 9 the next morning. I reset the equipment and it will come back on for a half an hour or so. They sent a tech out on July 12. He couldn't find anything wrong. He was confused and said that all my boxes should have been displaying red lights, but they were all green. He said based on the lights, it looked like we had wifi. But he could see that I couldn't get my TV to connect and our phones kept showing no wifi available. He reset all the equipment and the wifi came back. He said that it was extremely rare for the equipment to display green lights and actually not be connected. He said it wouldn't happen again. But it happened again the next two nights. I called both days to report it. It started going out again on the 25. I waited until the 30th to call because I was sure it would get resolved. It didn't. And it has been happening almost every night since then. I have called repeatedly. I'm told the ticket is still open and they'll send it to engineering. I've had one phone call from an engineer. He asked me to explain in detail what happened. I told him. He asked if someone could have accidentally scheduled a time out on the app. I'm the only person with the app in my house and I double checked to make sure and there was nothing scheduled. The simplest fix would be to bring new equipment. I said this to technical support at least 3 times when I have called. I said it to the engineer. Not only have they not provided new equipment, but they haven't even sent any out beside the first guy, who didn't even do anything. I'm losing internet 10-12 hours a night and I'm still being charged a full bill. I have been more than patient.

  Business response

  10/11/2022

  This is a response to the claim ********

  The customer reported service issues on July 12^th with service offline.  Connect2First had a technician on site the same day to restore services, the tech cleaned connectors, made sure the NID was sealed and secured, and power cycled the equipment.  Services were restored again.  The customer then calls back on July 30^th to report services were intermittent, tech support escalated this ticket to engineering for further review.  The engineering team monitored their services to determine if it was a firmware issue or another issue.  A technician was then dispatched to their home and replaced the equipment on August 15^th.  He verified the services were showing good speeds and connections.  He also notated the second access point is not in a good location due to the outlet availability.  Engineering reached out to the customer on August 17^th to see if replacing the equipment resolved their issue or if they were still experiencing any drops in service.  The customer stated they have not experienced any drops but did explain they have low signal in a back bedroom of their home.  An additional trouble call was scheduled on August 18^th for a tech to add a 3^rd piece of equipment to extend Wi-Fi range, however the tech was able to replace the existing equipment and verified they have good W-Fi signal in all 3 bedrooms.  Since August 17^th, the customer has not reported any additional service interruptions.

  Connect2First strives to provide excellent customer service and telecommunication service to all customers.  We will review our escalation process to ensure customers are responded and resolved quickly.  

  Thank you

  Customer response

  10/12/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I requested this complaint be dropped months ago. I received correspondence from the BBB stating that this issue would be dropped at my request.
  
  Sincerely,
  
  ******* *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩