ComplaintsforQXC Communications, Inc.

• Initial Complaint

  05/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early 2023 I was informed that our community was switching TV and internet services from ******* to QXC (these services are bundled with/included in our ***************).In mid-April QXC ****s installed service in our unit. Right away I realized that I was not able to access certain types of internet services (VPN servers and other services/various internet tools I use for work, managing my home automation, etc). To do this with any ISP, I'd need to set up NATing or DMZ (commonly adjusted features on consumer routers). QXC informed me I wasn't even supposed to have access to any settings, and that I'd not be able to adjust the settings I needed. Techs working in the neighborhood referred me to the office/support. Chatting with them multiple times, including calls with ***** (support) and ******** (Dir of ****************** I was informed they couldn't help me. They said that b/c they carry TV on the same connection, they're not able to make these settings available. ***** was clear about this, whereas ******** seemed to not really understand, citing government contracts, and then mentioning WiFi channel spacing (the issue has nothing to do with WiFi). I explained that I'm not trying to do anything special, I'm only trying to utilize the internet connection - as they're paid to deliver said service. They're only solution was to try to sell me a SECOND internet connection, for $60/mo, along with some other fees. I told them I am already paying them for a connection, and that while having a second "unfiltered" connection would be less than ideal, I'd be amenable if they could provide it without cost. ***** escalated this and was told I'd have to pay. ******, a Sr **** I spoke with also escalated, reportedly to the **** who also said they'd not adjust the price or provide the full internet access I'm paying for.If they're not willing to provide these access, I'd ask them to reimburse me the cost of a second internet connection.

  

  Business response

  06/09/2023

  The **** Internet & ** service was contracted via your HOA, not you as an individual retail customer.  How your HOA recovers the cost of the ************ Agreement is up to your HOA.  *** has delivered the ************s to your home as per the ************s Agreement.  

   Your request to access ***'s router and make configuration changes can technically be done, however, it would violate ***'s Security policy and Best Practices, and would violate our ** content license agreements regarding the control and protection of the ** Content owner's Intellectual Property. As such, *** will not ***** you access to our router .  

  We can configure a Port-Forward so you can get to your own router from outside your home as communicated.     

  VPN-out via the *** router should also work without issue. 

  If you select a retail service, such as a separate Internet connection, then yes, there is a retail price for that service.    

  If you have additional questions, please feel free to contact ***'s **************** group.  

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our HOA went with this cable/internet provider about 2 years ago. During the last 6 months the reception while watching tv has been pixelated to varying degrees. It is impossible to watch anything and enjoy the experience. Repeated calls to the tech number has not resolved the issue. I'm continuing to be told that they are installing a new system that will fix the problem. I'm tired of waiting. This company is HORRIBLE!!!

  

  Business response

  01/18/2022

  Business Response /* (1000, 6, 2021/12/29) */ *******, We are very much aware of the situation with the current/old TV system and apologize for its performance lately. That's why we are in the middle of rolling out our new TV system as we speak! Feedback regarding the new TV system has been great and we look forward to deploying it in your community next month. Several of your neighbors already have the new QXC-TV system as early adopters and all is going well so keep an eye out for QXC's Fiber Feed Newsletter with more info but you can download the QXC-TV App from the Amazon Store today (Android and Apple next month) if you want to get a jump start on it. Just call our Support group on the number on your router for login credentials. Thank you, jvs Consumer Response /* (3000, 8, 2021/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This whole problem has been ongoing for months. I am unsatisfied with the length of time this process has taken. I spend good money for very poor service. Nothing has changed over this time. I am skeptical about any further improvement as I have been assured that other procedures would fix the problem. I just wonder... do the owners and employees of this company have access to real-time local news and sports? I bet they are enjoying their viewing preferences while I can't enjoy mine. This whole experience has been frustrating. I hope things get resolved been doubt they will any time soon. It definitely won't happen before the best few days of college football. I just tired of dealing with no contact and empty promises!!! Business Response /* (4000, 10, 2021/12/30) */ *******, I understand. We are also unhappy with the situation. Your BOD has not paid QXC for TV service all year so if you and your neighbors have been paying for TV via your HOA dues then ... well, that's something you need to discuss with your BOD. QXC has stayed loyal to all residents in Meridian in spite of the difficult climate. QXC has invested time, money, and manpower to bring our new TV system to market. Meridian residents have already been receiving the new system and the majority of residents will be deployed over the next few days. Due to the hostile profile that your BOD presented, Meridian will be the last QXC community to convert to the new TV system. We are just as relieved as you are to finally be able to convert the rest of Meridian residents to our new QXC-TV system over the next few days. - jvs

• Initial Complaint

  09/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are an HOA community who contracted with QXC for internet and some TV starting in December 2020 for $71.00 per month. After they finally got fiber optic installed, we have had a problem with pixelation and stopping ever since, along with other problems. You would think they should be able to fix this by now. If they can't they should cancel contract. Very per customer service on weekends.

  

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/09/13) */ *****, Thanks for your note. The Internet and phone services at your community are working great. That said, yes, there have been ongoing issues with the TV service at your community. We have worked with our upstream technology/video provider and have made numerous improvements over time. That said, there are still ongoing Quality of Service problems that our vendor just cannot seem to resolve. That's why we, QXC, will be launching a completely new TV system shortly which will eliminate our current problematic vendor. QXC has discounted our fees to the association so you should inquire with your association regarding the flow-through to you and your fellow residents. In addition to the better video quality, the new system will have a lot of attractive new features such as the ability to record a series of shows (vs just one show at a time), and TV on mobile devices such as phones, laptops, Firesticks, etc. We have also just provided ESPN, SEC, and ACC in your community bulk TV package in prep of the big upgrade so enjoy the additional sports programming! Stay tuned to the QXC Fiber Feed newsletters we send out periodically for more info. We appreciate your patience. - **** ********* Consumer Response /* (2000, 8, 2021/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) That sounds good and if it happens that will be fine. The new lineup did away with Starz and TCM and I'm not really happy about that. In the future you can communicate with me on e-mail *********@comcast.net Also there's no Paramount channel which was one reason I voted for your service. Consumer Response /* (3000, 13, 2021/10/21) */ This is a second complaint in about 2 weeks. The TV service is pretty much useless with stopping and starting and pixelation so bad you can't watch any show, especially during ball games and prime time shows. This has been going on since last November and all we get are promises to fix the problem but nothing has been improved. If you can't fix it by now it's time to hire someone to fix the problem. We weren't told that they contracted with a tv provider. We were supposed to have all HD channels and that has never happened. Cancel contract for tv and keep internet Business Response /* (4000, 15, 2021/10/21) */ *****, yes, we are aware that our underlying TV signal vendor has struggled a lot lately and sincerely apologize for it accordingly. We have been working on a completely new TV system all year and should be customer-ready very soon. Keep an eye our for QXC's Fiber Feed customer email newsletters for more info. Consumer Response /* (4200, 17, 2021/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Problem is still not fixed and seems like we're still getting lip service that it be fixed soon. Been hearing same thing for 11 months.

*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. ↩