ComplaintsforMontana Sky Network, Inc.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For 10 months, they could not fix a known problem that the employees ***** was a known problem. The internet speed is not even close to the advertised and promised speed, but the main issue is the tv service will pause and buffer for several minutes at a time with a buffering circle arrow displaying a buffering %. The ** may come back after a few minutes but you will miss part of the program. When we call in to request for them to please repair this issues, we are told that they show everything is fine. Sometimes they change some settings, sometimes they send a technician, but at no time is the problem fixed. We were patient for over ******************************************************************************************** consideration for us, the customer. One day when the repair technician was there again, he admitted that this was a known problem and he didnt think he could do anything about it, but he would try. This has been so stressful for us, on one occasion my wife called in trying to get them to fix this. Again they told her everything shows to be just fine. My wife got very upset having no results on getting this fixed so far, so upset that the agent told her to call back when she could calm down, and hung up on her. Its even more upsetting to us after we found out that they knew about this problem all along. Even an agent answering the calls on one day finally admitted that they were aware of this issue and they are working on it, but no fix yet, sorry. As far as the internet service is concern, it also has not performed as promised. I have speed tests on their internet performance, and many videos on the ** going black and buffering, on and on and on.I called them to try to negotiate an agreement to cancel their service and just move on. They got very defensive and demanding, they threaten to send me to collections if I didnt pay an additional 400 for not continuing service. Im asking for a 50% refund on everything paid to date.

  Business response

  11/22/2022

  This customer removed our equipment for his own and then refused to allow us to help him configure it correctly, and then refused to put ours back in service.

  THen his system was causing all the buffering he started complaining about for videos.

  We go out of the way to make things work but when people like him decide not to even try.... we hold him to the contract that covers all the eventualities  of  his complaint, a contract which , on his signature entered into and then and got free installation in exchange for 24 months of service. 

  He decided to quit before the 24 months and refused to pay the installation recoup;  He agreed to cover the price of the install with his signature and then refused to pay up. 

  So now he is in collections.  Sorry he decided to go that route because if he would have just allowed us to optimize his hastily installed mesh network he bought from some box store he knew nothing about. 

   

  Customer response

  11/29/2022

  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
   
  Case ID ******** 
   
  Update 11/29/2022
   
  BBB Great West + Pacific
   
              I have read the response posted on your site from Montana Sky Network, posted on 11/22/2022. I understand that you have to post their response as it is their right, but this response is completely false and a prime example of why I am pursuing awareness on this companys  bulling tactics. I cant say whether they are outright lying about me and my family, or if they just dont want take the time to find and acknowledge the facts. Either way this should be revealed to potential customers. 
   
              The following reply to my review was posted by Montana Sky Network/Owner on ****** Reviews
   
  When you remove our equipment for your own and then refuse to allow us to help you configure it correctly, and then refuse to put ours back in service you deserve all the buffering your system provided you. Then you try to make the case about us being unfair to everybody so you have some company in your rant, and there are none. We go out of the way to make things work but when people like you decide not to even try. We hold you to the contract that covers all the eventualities of your rant which you signed and got free installation in exchange for 24 months of service. You decided to quit; you agreed to cover the price of the install with your signature and then you refuse to pay up. So now you are in collections. SOrry you decided to go that route because you missed out on some great customer service if you would have just allowed us to optimize your hastily installed mesh network you bought from some box store you knew nothing about. There you go.
   
  End
   
  Better Business Bureau, please add the following rebuttal from me, which is also posted on ****** Reviews. ***, I gave them a invite to resolve this prior to proceeding, I sent the following to them to encourage them to negotiate with me on truthful terms. I got no response from them.
   
   
              In response to reply by owner, 11/3/2022. Interesting response, Im going to assume that youre not aware of the whole story. No equipment of yours was ever removed, nor did I refuse any advice or changes that your technicians or employees recommended. On the contrary, many, many calls from us and many, many visits from your technicians, everything was tried to exhaustion. We are the most patient customers you could ever possibly have, but we also have our breaking point. I guess 10 months of this is our breaking point. Lets review some facts, immediately after your WiFi was turned on, we had an issue with our ******* cell calls breaking up real bad, conversations could not be understood. Please dont say that cant happen, because the facts are, it did. We worked with your technicians and actually figured this one out. If you have any of our calls recorded back prior to you turning off your WiFi signal, youll see what I mean. I can tell you this, when you turned off your WiFi signal from your box as a test, the cell phone conversations went completely back to normal and we have not had any issues since. At no time did I refuse anything, instead we actually figured it out.
              The buffering, which I do not deserve as you say, was the main issue here, and is on the ** of course, where the ** screen would go completely black except for your buffering % displayed, made the ** un-watchable and very frustrating. You apparently are not aware that our ** was hard wired directly from your router to the **, NOT through the WiFi. Our house was professionally pre-wired with high ************** so that the ** was not dependent on the WiFi. The buffering issue has nothing to do with the WiFi. If you want to get to the bottom of this buffering issue, and actually know how to fix it for future customers, I would think that you would assume nothing, and ask lots of questions and get some facts. 
              Our routers are high quality, to say the least, high performance and at $175.00 each they should be, so you can get off that assumption as far as box store products. They have always performed perfectly, and their performance capacity far exceeds what was needed for your service. The only reason we had your WiFi selected off was the interference between your signal and the ******* signal. We also tested with our WiFi off, phones still broke up. Tested with WiFi calling off or on, no change. The problem only went away with your WiFi turned off. Again, we worked with your employees to figure it out. I didnt need it, so we agreed to leave it off. 
              Wiring question, the house is new and was professionally pre-wired with high **************, **********, and HDMI, to the point that your installers time at the house was minimum. Comments were made by your installer as to the specs and high quality of the cabling. I was there for the quick install, so if I calculate your install rate, youre charging $800.00 an hour for a product that did not work properly. Wheres your warranty here, and dont say that I didnt give you a chance, I only threw in the towel after 10 months of this buffering issue when your employees told me there was no fix, and you were working with your providers.
              The same wiring is now being used by another provider who also verified and approved the quality and specs of the wiring. We signed up for 300 mbs, and now when tested, we are getting between 320 and ********************************************************* the house. Remember when we spoke, you said that you dont guarantee the 30 mps performance, I can see that I guess, but you were responding to my frustration that sometimes we were only getting less that 10. Your response was we will get up to 30 mbs, so then you said any signal at all qualifies for up to 30. At that point my conversation with you was pretty much over, I tried. 
              Facts are you were not able to resolve the buffering issue. We and your employees tried, but it sounds like its an issue out of their, or my control, too bad you cant acknowledge that. Trying to slam us with non-factual assumptions will accomplish nothing.
   
  End
   
  As you could expect, I am not paying this company any additional money for a product that did not deliver the services agreed to. They even uphold me on services that I am convinced they knew they could not deliver. We did everything they asked and more. They brought my wife to tears at times and hung up on her. I will allow you some time to bring this to an agreed upon resolve. If no agreement is reached, I will be moving to the next step which is the *** / ************************** in ******* Im also checking into that this may be considered a form of elder abuse, not sure yet, The only sure way to know would be to send everything I have to an attorney and have them take a look.  I have test results of the WiFi performance saved and videos of the buffering saved to show when needed. The WiFi performance was disappointing, but the ** buffering issue made their service to us un-usable. I am not going away, this is just wrong.
  

  
  

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