ComplaintsforNomad Internet

• Initial Complaint

  08/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We subscribed to their internet service in Dec of 2020; things worked well until May/June of 2021 with speeds up to 3.5 mbps. On 1 August 2021, we lost all internet service. They do not answer their listed customer service line, no response to emails and communicating via chat is very difficult. Responses are not timely. The company was deceitful about why our service was interrupted...they lost their contract with ***** They finally sent a replacement router/SIM on 20 August 2021. The replacement SIM is with ********* speeds are so low (125 kbps) that use of the internet is not possible. We have tried to reach them to switch to another carrier, ******** but they don't answer. We also have to ship the original router/SIM back, but they have provided no shipping instructions. They are very timely in taking your monthly payment and have not credited me for time lost. The advertised service is not real, the customer service is terrible and their responses are deceitful or lies.

  Business response

  09/03/2021

  This customer has been a ********************** subscriber on the Very Blue Plan since November 2020. The customer reached out to our support team on August 1 with a connectivity concern. This account was included in an outage that affected a small group of Nomad Internet subscribers in August 2021. General troubleshooting including a check of the line for network errors was completed at this time. On August 9, we informed the customer that replacement equipment would be required in order to fully resolve the issue. Replacement equipment was shipped to the customer at this time and due to a clerical error, a Strong Pink Plan SIM card was shipped to the customer by mistake. The customer was unable to connect to the ******************** with this unit due to being outside the carriers coverage area. The customer requested at this time to be swapped to a Deep Red Plan rather than receive a replacement Very Blue Plan router. The replacement router has been shipped and is scheduled to arrive on September 7.

• Initial Complaint

  08/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been using Nomad internet service fo 10 months with no real issue. Starting in August I started to have issue I have tried to engage with there support but this has no resolve the issue. Th3e issue is they issued me a SIM card with the service internet modem the supplied that has no funds left on it and they have failed to recharge it or to send me a new one that is charged. they are unreachable by phone the do not return emails and there chat service is either unmanned understaff of they are ignoring me

  Business response

  09/03/2021

  This customer has been a ********************** subscriber on the Very Blue Plan since October 2020. The customer most recently reached out to our support team on August 25 in regards to a frequent disconnection concern and error being displayed by the device. After a line check was performed it was determined that the best course of action would be to replace the customers equipment to prevent these errors from continuing. An order for replacement equipment has been placed and is scheduled to ship during the week of September 6.

• Initial Complaint

  08/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid $824 to this company for one year of unlimited wireless data Internet service in January 2021. My service quit working a few weeks ago and I have made multiple attempts to contact them via email as they require. Ive received no response. It isnt possible to contact them by phone and Ive also tried chatting online and was ignored when I told them I had a problem. I had service from February until July. I would like a refund for the remaining six months of service that I clearly will not receive in any stable way. Ive lost all confidence in their product and service. $400 would be more than fair.

  Business response

  09/03/2021

  This customer has been a ********************** subscriber on our annual Strong Pink Plan since January 2021. Due to an unusually high volume of customer inquiries in July and August, we regret that we were unable to assist this customer with service restoration in a timely manner. This customer elected to receive a refund for the remaining 6 months of service rather than resume service with a replacement SIM card. As of September 3, this account has been fully closed with a refund issued for the remaining 6 months of their annual plan. We sincerely apologize for any inconvenience this service interruption may have caused and hope the customer will find our resolution to be satisfactory.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stopped receiving service in the beginning May 2021 when the *** card stopped working. Tried having Nomad send replacement twice and was unsuccessful . That process took the whole month of May, 2021 without internet and I work from home. I cancelled service in the beginning of June and sent the equipment back and you have charged me, June 23 ***** July 23, 2021 and Aug 23, 2021 and i know it doesn't take that long for equipment to returned and processed. Refund my payments for July and august 2021. I haven't had service since the beginning of May, 2021 .

  Business response

  09/09/2021

  This customer was a ********************** subscriber on the Strong Pink Plan from August 2020 through June 2021. Throughout the course of their membership, the customer was sent two sets of replacement equipment due to separate connectivity concerns, once for a disconnection issue and another due to probable hardware failure. The customer reached out to our support team on June 4 with a request to cancel their Nomad Internet account. Return instructions were emailed to the customer on the same day and the customers equipment return was processed on July 6. Unfortunately, and possibly due to a clerical error, it appeared during the return process that one of the customer's routers was not returned. Thus the customer continued to incur charges in July and August 2021. We sincerely apologize for any inconvenienced caused while this was sorted out with the customer. We have refunded the additional monthly charges as of August 24, and hope the customer will find our resolution to be satisfactory.    

• Initial Complaint

  08/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged me for a router I never received, then charged me for a monthly service I never used.

  Business response

  09/10/2021

  This customer purchased a ********************** Strong Pink Plan through our website on August 4. The customer informed us that while our shipping carriers tracking information indicated the package had been delivered on August 20, the order was not received at their address. We sincerely apologize for this error. The customer elected to cancel their ********************** order and membership rather than receive a replacement device. As of September 5, this account has been closed with a full refund issued for both the membership fee and initial monthly invoice.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  No internet service at all now and no reliable service for the 3 weeks before now have sent multiple emails because they say they cant have someone answering the phone due to covid ??? Was told they couldnt help me and was sending out new equipment after days and lots of emails, but thats been weeks ago with no equipment showing up was told I would be getting prorated on my **** but was charged full price on the 20th website gives no way to canc and so I sent another email with no communication back feel like I should cancel my card so they cant charge me again

  Business response

  09/10/2021

  This customer was a ********************** Subscriber from December 2020 through September 2021. This customers account was included in an outage that affected a group of Nomad Internet subscribers in ****** 2021. We regret that due to an unusually high volume of customer inquiries, we were unable to address this customers connectivity concern in a timely manner. After a line check was completed, it was determined that the cause of the connectivity issue was hardware related and an order was placed for replacement equipment on ****** 11. The customer elected to cancel their account rather than wait for replacement equipment to arrive, and return instructions including a link to generate a prepaid return label through our website were sent to the customer via email on ****** 25. As of September 7, this account has been fully closed and a refund for ****** services was completed at the time of their cancelation request.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased internet for a rural area and it worked for about two weeks and has not worked since. You cannot contact them via phone and they will respond once to an email but then when you explain your issue they never reply. Paying for service which is not being provided.

  Business response

  09/03/2021

  This customer first began service with their order of a Strong Pink plan in July 2021. The customer reached out on August 7 to advise that their service was slow and to request help. A support team member requested information from the customer to assist with troubleshooting the unit. Unfortunately, we did not receive a reply from the customer on this communication. A second communication was then received on August 17. Our team again requested information to assist with troubleshooting and to determine the cause of the issue, but a reply was not received to this request either. We do apologize if the customer submitted information and it did not arrive to us as shown in our communication attachments. On August 30 the customer was able to connect with an agent via our live chat and a replacement order was determined to be necessary to restore service. A replacement order was placed for the customer this same day, and we expect this order to ship the week of September 6. We have requested and overnight shipment for the customer given the urgency and need for the service, and we have also issued a refund of the customers August invoice to help compensate for the downtime. We sincerely hope the replacement will restore the customers service and provide a resolution for their concern. 

• Initial Complaint

  08/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a member for several months with Nomad. As of July 9, 2021, my internet went out and it took the techs over 4 days to respond to my email. There is no phone number available to speak with anyone. After sending several more emails, I got a response. Being in a rural area with inconsistent signals, the techs' chats/emails were coming across as they were too busy to spend time necessary to resolve the issue. Nomad sent me 2 of the same modems to use and neither worked, which then was 3 different modems. I signed up for **** and received a Cricket ****' card on the last modem, I worked with a tech who actually was not sincere in assisting me. I had to keep reminding him that I had no signals to carry out his diagnostics.After such a frustrating process and not able to speak with a tech, I decided to cancel my service of $149.00 per month. For over 1 & 1/2 months, I did not have internet but received a **** for $149.00. Again, I can't resolve this because you cannot speak

  Business response

  09/14/2021

  We would like to apologize for the inconsistency with this customers service. On July 12 we received a communication that the customers service was not working. Due to remote troubleshooting not resolving the customers connectivity issue, we  determined a replacement unit would be necessary to restore her service. Shortly after the replacement router was received, we regrettably determined that this customers new router was part of an unexpected outage group that was affected by network upgrades on the AT&T network. A second replacement was sent to the customer on August 12. The customer quickly informed us that the third router would not connect to the server and again, troubleshooting and a walk through of a router update was done with the customer. Due to the overwhelming number of support requests and replacement orders generated by this outage, we were unable to resolve this customers connection issue in a timelier manner. The most recent replacement order was shipped on September 13. 
  
  
  Due to the consistency in which the customer has mentioned speed concerns and interruptions in service since receiving her original order, the customer is receiving a Deep Red plan which works off another providers network to rule out a service area concern at this time. We would like to note that per our Terms of Service, Nomads service is not available in all locations and service is only available when within the operating range of the Providers network. Proximity to local towers, topography, congestion on the network, and other factors outside of Nomads control *** render the service as unavailable from time to time and affect service speeds, which are not guaranteed. We also have, in consideration of the duration of this customer's service issue, refunded the most recent monthly service fee and also credited her account with an additional month of free service. We hope this will provide the customer with a satisfactory resolution and appreciate her continued patience with us while we work to resolve her issues.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Order placed for service and moden 5/3/21. Service set up and running with first **** 5/26/21. Service ok and billing auto pay $129/mo until 8/1/21. Service out completely. Contacted Nomad immediately. No response. Another email, response 8/3. SIM card and modem photos supplied to Nomad. They identified no packets being sent to server. No solution, no contact. Another email from us. Response to send pictures again and same identified problem, no packets. Offer from Nomad to send unit replacement 8/4. Yes! Send overnight. No response until 8/9: Generated Free Replacement Order #**********. No unit has arrived, no contact after additional emails, no internet now on day 22. Payment due 8/26 but logging in to their system there is no way to stop auto pay. At the very least a notice to customers about **** outage should have gone out; a valid phone number should be provided for customer service. Their mail address is a mail store! Scam!

  Business response

  09/14/2021

  This customer first began service with us in May 2021 with their purchase of a Strong Pink membership. At the time of sign up, a one-time membership fee is collected to begin service. The fee for a membership covers the cost of the setup, administration, and support for each subscription, and constitutes access to products and services. Membership does not constitute ownership of any provided equipment as equipment issued by Nomad is maintained as property of the company. Cancelation of a service may be requested at any time by reaching out to our team for a prepaid return label, and items belonging to Nomad must be returned to complete a cancelation request.
  
  This customer was unfortunately part of a group of customers that experienced a service outage beginning in early August due to upgrades that were performed by the provider directly. Nomad was not given advanced warning of this outage to warn customers or prepare a communication ahead of time. Due to the overwhelming number of support requests and traffic this outage generated, restoration of service and customer support replies were delayed for some, and a replacement order was generated for the customer on August 9. Due to the delay in shipping the replacement items, the customer opted to terminate service instead of waiting for their replacement and requested a cancelation of their service on August 23. Appropriate return instructions were issued to the customer the same day, including a link to our terms of service and our return and cancelation policy.
  
  A refund of their July invoice, which billed on 7/26 to cover the service period 7/26 to 8/25, was previously refunded on August 23 at the time of the customers cancelation request. With the completion of their return, we have additionally refunded the invoice that billed in September as of this communication. At this time a complete closure of the customers account has been completed as well. Additional refunds issued today should return to the customers payment method in a few days time. We apologize that we were unable to assist this customer in a timelier manner and for any inconvenience caused by the duration of their service interruption.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business has repeatedly sent me broken routers and bad sim cards. This last incident occurred at the revolving payment cycle when as soon as they collected payment they "accidentally " cut off service to the router and sim. I emailed them and they sent me a order confirmation. They said that when it shipped I would get a tracking number. Here we are 14 days later and a few emails later and I have been good is delayed because of covid. And I have been told it was sent to the shipping manager.

  Business response

  09/14/2021

  This customer has been a long standing customer with ********************** since their original purchase of a Very Blue membership in November 2020. The customer began to experience intermittent disconnections in ******* around the month of January on his Nomad router. After extensive troubleshooting, a replacement SIM card, and then a replacement router, a team member suggested an exchange into a different ******* plan to rule out a ******* coverage issue. We would like to note that per our Terms of Service, Nomads ******* is not available in all locations and ******* is only available when within the operating range of the Providers network. Proximity to local towers, topography, congestion on the network, and other factors outside of Nomads control *** render the ******* as unavailable from time to time and affect ******* speeds, which are not guaranteed.
  
  
  After trialing the new ******* provider, and with no improvement, the customer returned to our Very Blue plan. Unfortunately and most recently, the customer was involved in a ******* outage that affected a group of users on our Blue plans and caused a complete disruption in *******. A replacement router is set to deliver to the customer on September ************************************************************************************************************************************ consideration of the customers extensive downtime, we also have issued a full refund of his August ******* charges and a partial refund on the recent September charge. We hope the customer will find this resolution satisfactory and that the replacement item will restore his *******. 

*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. ↩