Reviews

charge me on the 26th and they choose to charge me on the 3rd and continue to charge me a extra 92$ then when I call they say they will have to disconnect my service if I file a complaint

Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to address your experience.

I want to assure you that our billing system is designed to process recurring automatic charges on the same day each month, unless a customer specifically requests a change. It's not possible for someone to randomly alter your billing date or charge you an extra $92 without proper authorization.

Regarding the threat of service disconnection for filing a complaint, I can confidently say this is not our policy or practice. We value customer feedback, including complaints, as they help us improve our service.

As the manager, I'd like to personally look into your account and resolve this issue.

Please contact me directly at *************** or ***************************** so I can investigate this matter thoroughly and ensure it's properly addressed. We're committed to providing excellent service and finding a satisfactory resolution for you.

I look forward to speaking with you and resolving this situation.

Sincerely,
****
Manager

We have been using Cyberonics just over two years. We have had issues after issues. We have had to switch routers. Switch carriers. They tell us every time we have an issue that they will call us back when it is resolved. They NEVER return calls. I have to work from home at not fault of my own or anyone elses. Just happened. It is a must we have good internet. I have been unable to work from home 6 days now, tomorrow is 7. First we were told the internet is too slow, then we were told the carrier is having issues and they would call back in 2 hours. I wasted a whole day. Our I.T dept asked if I could bring in my computer. I told them what I was told and they suggested I wait and see what provider had to say. Nothing was done. We spoke to AJ. He talked down to me saying the internet is not slow and provider had no issues and I should have taken it upon myself to return my computer. I informed him I was following his dept instructions. I drove over an hour one way to return my computer the next day. They updated wiped did all they could and sent me home because the computer worked fine in office. Came home same issue. I drove back! Got a whole new computer. AJ kept insisting it wasnt the internet. He FINALLY said he would send a new router the next day. We called to check and see if they sent it out the next morning. They didnt. They asked if we wanted to upgrade for $100!! Nooooo absolutely not. Especially when AJ insist it isnt the internet. They assured us it was going out to be here next day. Lady gave us a spill that they were charged $65 to overnight it. We got the email. It was sent regular mail and here we are 3 days after that in the afternoon and it isnt here. This has been a headache for the whole family! Me missing work, my husband missing work, my parent having to come babysit because we have kids who arent in school. This company is a disgrace. And still no call backs! They have made 1 ONE return call and all that was, was more lies.

I understand this has been a frustrating situation with your laptop connecting to your work VPN and the delayed **** delivery.
As we discussed on several occasions, you are able to connect to the internet with all your devices except your work laptop using the VPN We have many customers that work remotely using VPN without issues. Please be assured that we escalated your case to our higher level technical support department. Troubleshooting VPN and work network issues unfortunately falls outside the scope of our service, though we did try to assist as best we could.We also promptly sent you a replacement device in hopes that a new router and network would help with your VPN connection. It was shipped via **** but the postal service delayed the delivery, which was out of our control. I realize this likely added to your frustrations.
Moving forward, we are taking steps to improve our customer service so issues get resolved faster. We value your business and want to rebuild trust by delivering the quality internet service you expect from us.
Please let me know if you have any other questions or concerns within the scope of our provided services. We appreciate the opportunity to learn from this experience.
Regards,
****
Technical Support Supervisor
Cyberonic Internet Communications
***************

This is response to the lies given in response to my review. For your company to throw the **** under the bus!!!! Unbelievable. ************** even admitted what was done. It was in no way the fault of our ************* **************** This only shows how low you will go. This company needs to be out of business! I can not express this enough. I am beyond flabbergasted at their response. The tech guy also informed me that in fact nothing new was being sent. It was going to be the same equipment and still would not work. His words not mine all because ** refused to listen to a valued two year customer. Thankfully our new companys equipment came in the day before cyberonics so called next day equipment did and we have cut our internet bill in half and now have the best customer service Ive had experience with in a very long time. The response of Cyberonic in this situation is outrageous and they need to be investigated. I would like to add our new provider has not had any issues with the *** and it was a desk top by the way. Not a laptop. Another example of not listening. There is no higher level either. They pass the calls around. Even lie about who they are when they get on the phone. We had to call so much we learned voices and its just lie after lie. Customers beware of this company. RUN as fast as you can away from them. Its awful and extremely stressful dealing with them. There are other options available. We are so thankful we were able to drop this awful company.

I appreciate you taking the time to share your feedback, though I'm truly sorry to hear that you feel this way about your experience with us. I understand this has been an incredibly frustrating situation, and I want to clarify a few points while also addressing your concerns. First, I want to emphasize that our intention was never to shift blame but to provide context regarding the issues you experienced. We acknowledged that your other devices were working correctly, and the challenge was specifically related to your work VPN connection. As previously mentioned, troubleshooting VPN configurations—particularly those related to specific work networks—can be complex and often falls outside the scope of our typical service support. Despite this, we made several attempts to assist you, including escalating your case to our higher-level technical support team. Regarding the replacement equipment, I apologize if there was any miscommunication. Our aim was to provide you with a new device in hopes that it might resolve the connectivity issue, even though it was a similar model to what you already had. I’m sorry to hear that you received conflicting information and that this added to your frustration. Finally, I regret any confusion regarding the nature of the device (desktop vs. laptop). We strive to be accurate in our communications, and I'm sorry if that detail was misstated. We genuinely regret that our service did not meet your expectations and that this situation led you to choose another provider. I assure you, your experience will be shared with our management team as part of our ongoing efforts to enhance our customer service. If there’s anything further you’d like to discuss or if you have any other unresolved issues that fall within our service scope, please feel free to reach out. Sincerely, Dave Technical Support Supervisor Cyberonic Internet Communications

We had this service for 3 months for the RV. Used it for 3 weeks for the first time and the service was very spotty had to call in for resets multiple times. As soon as we got home I canceled the service and mailed their equipment back to them at my own cost. Now they're trying to charge me for unreturned equipment. Do not make the same mistake and give them a dollar for their services.

When you signed up for Internet service with us initially, you agreed that upon termination of service you would return our equipment, or otherwise pay a fee for any unreturned equipment. So far you have returned some equipment, but some is still missing. We have invoiced you for the missing unreturned equipment in accordance with the terms of service you agreed to. If the missing equipment is returned, that invoice will be cancelled.It is unfortunate that you have chosen to post negative reviews when all that is needed to resolve this matter is to either return or pay for the equipment as agreed. That said, we wish you the best.Cyberonic has been in business for 25 years, and we pride ourselves on the quality of the personal, friendly service we provide to our customers. We work hard to be proactive in addressing customer needs, and are willing to go above and beyond our expected roles to create a pleasant experience.You are welcome to call me directly at **************.Thank you. ***, Customer Support Manager

Let's talk about promises that were not keeper. I have a the phone recording were your company promised me NO buffer or throttling for streaming service. I was given the choice to pick between 3 different carriers. I chose the most expensive option to prevent from buffer or throttling when we were in the ** on vacation. We paid for 3 months at $160 + per month for " UNLIMITED " service. Cyberonic did NOT honor their agreement. I also have the phone recordings and I'm sure you do as well were I had to keep calling in for resetting every thing to get your equipment to work. I also have phone recordings where I called in trying to get your equipment to work because we could not watch TV and sit on hold for a very long time more than once and it turns out that y'all were closed but your phone system kept me holding. We accidentally only used your services on vacation for 3 weeks. If anything you owe me money. I hope that many many people will get to read this so they can make better choices and save their money.***************************

Cyberonic has several options available for Internet service, including Wireless, DSL, Ethernet, Fiber, T1, and Satellite. Terms vary depending on plan type, with some plans offering an SLA, some with uptime and/or bandwidth guarantees, and some with a price locked for a specified period. Your plan type and its details are described in the service agreement that you electronically signed when you initiated service, and just to be clear, we did not charge or promise anything beyond what is described in that service agreement.As explained previously, due to topology, signal interference, or other difficult-to-predict factors, wireless signal may not be available in certain locations, especially when you travel. In cases where service is not available, customers have the option of switching to a different network, or cancelling service. The plan you were on has a month-to-month agreement with no special commitment. We have live technical support available 7 days a week to assist with any technical questions. If you contact us after-hours, our phone system gives you the option to leave a message, and then we will call you back as soon as possible. In addition, you can always email ************************************* stated previously, all that was needed to resolve this matter was to either return or pay for the equipment as agreed. That said, we wish you the best and at this point our intention is no longer to retrieve this valuable equipment; however, if you have any further questions about this matter or if you need anything else, you are welcome to call me directly at ***************. Best Regards, Rana Manager ***************