ComplaintsforNomad Internet

• Initial Complaint

  08/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  First problem:We have used Nomad Internet's service for the last few months and have been paying $149 per month for the Deep Red Plan. Our internet was spotty and stopped working this month (8/1/2021) and we reached out to the SLOW customer service via email to get it resolved. They had me take a picture of the *** card, which turns out they can't refill for further service since it is an **** card in the router. So much for the Red Plan....I have been emailing the customer service rep named "****" who somehow forgot we had been emailing and responded to one of my previous emails as if we had never spoken before. I am still struggling to get my service Cancelled, which I have requested multiple times, but they do not seem to understand what I am requesting and just sent me a notification saying that a new router is being sent. I literally cannot be more clear than stating that I WANT TO CANCEL, yet it is obviously too difficult for them to understand.POOR SERVICE / CUSTOMER SERVICE

  Business response

  08/31/2021

  This customer has been a ********************** subscriber since March 2021. This customers line was recently included in an outage which affected a small group of Nomad Internet, Very Blue Plan customers in August 2021. While the customers original order was for a Deep Red Plan, it was not discovered that the customer was sent a Very Blue Plan router by mistake until after this outage occurred. Our Very Blue Plan bills at the same monthly rate as the Deep Red Plan, which is $149 per month. We sincerely apologize for our error in shipping the customer an incorrect router that lead to a service interruption recently.

  On August 11, after taking note of this mistake, our customer service representative offered to ship the customer the correct Deep Red Plan router as a replacement for the previous device which had failed and an order was placed. The customer made a request to cancel their account rather than receive a replacement device. Due to a misunderstanding on our end, the replacement router order shipped to this customer instead of canceled. Return instructions have been sent to the customer via email as of August 31 to complete their cancelation request, and we also have issued a refund on the customer's July and August invoices as compensation for the loss of service experienced through the month of August. A complete cancelation of the customer's account will be completed once the equipment return has been received and processed by Nomad Internet.  Our typical return processing timeline is ***** business days from receipt of customer returns. 

  Customer response

  09/01/2021

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  08/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Nomad internet provided service over the past year. Weve had issues in the past and had to exchange out equipment and continue with the service. This time our Internet went out Sunday night we have emailed several times trying to get a resolution and have had no success. Nomad would start a conversation in their forum say they are helping and then would drop the conversation. Now we are on our fifth day after sending multiple emails the only way to contact them without any return emails nor any opportunity for resolution. We were just charged yesterday $149 for a monthly service but sure no help to make the service work. We want a refund and a return label for their equipment. ************************* *************************************** Another thing the phone number on file for Nomad Internet Does not except phone calls.

  Business response

  08/30/2021

  This customer was a ********************** subscriber from July 2020 through August 2021. The customer most recently reached out to our support team on August 16 for assistance with a connectivity concern. The customer provided their SIM information on August 17 at the request of our customer service representative. At this time, our customer service representative forwarded this information to our technical team for a line check. Shortly thereafter, the customer elected to cancel their account rather than wait for line restoration. Return instructions were sent to the customer via email on August 20. Our typical return processing timeline is ***** business days from receipt of return packages, and ahead of time we have refunded the customer their recent monthly service fee as we have been able to confirm the return package is in transit to our facilities.

• Initial Complaint

  08/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've had nomad internet for 4 months. I've had problems in the past and had to reboot the modem several times a day. Then my internet stopped working. I sent numerous emails and on the 8th day of complaining someone finally sent me an email. He said they mistakenly canceled my sim card and a new unit will be sent. Today is the 19th day with no service and have had only 2 emails from nomad and those were to pay a **** which I did not have service for. Dealing with this company gas been terrible. There is a number you can call that mo one will answer. It will not let me sign into a chat with a tech. The only way to contact them is through email. And they very very seldom get back with me.

  Business response

  08/30/2021

  
  This customer has been a ********************** subscriber on the Strong Pink Plan since April 7. The customer reached out to our support team on August 1 to report a loss of internet connection and an error message on their Nomad Internet device. Our customer support representative replied to the customers email on August 3 with a request for a photo of the customers router indicator lights and SIM card. Our customer service representative reached out to the customer again on August 7 with a request for the customers SIM card number in the event they were unable to attach a photo. General troubleshooting including a line check was performed at this time, and it was determined that replacement equipment would be required in order to bring this customer back online. Replacement equipment was delivered to the customer on August 19. To the best of our knowledge, this customers connectivity concern has been resolved. Additionally, in accordance with our Downtime Credit Practice, we have issued a 19 day downtime credit to this customers account.  

• Initial Complaint

  08/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I live out in the country so I have limited options on internet but I came across Nomad internet and they had decent reviews. Well I gave them a shot over a month ago (5 weeks) and they sent me a modem that was not advertised on the website and it didnt work. So I emailed them because you cant call them because of COVID and someone finally emailed me back to try and help but it was past 7 days which they have a 7 day money back guarantee. Anyways they asked how they could help so I explained my situation and no response after that. I have tried to get my over $300 back, no response. Iv tried to get a new modem, no response. Im not sure what to do now but they just wont respond to anything.

  Business response

  08/30/2021

  This customer has been a ********************** subscriber on the Strong Ping Plan since July 2021. The customer contacted our support team on July 21 with a concern that the travel router was a larger size than expected. Our customer support team responded to this customers email on July ********************************************* an attempt to resolve the issue, however, we did not receive a reply to our request for information. The customer then reached out to our support team on July 26 to report that the router was not working. General troubleshooting was performed at this time, but the customer reported that they were still without an internet connection. Our technician offered to ship a replacement router to the customer on July 30 in order to rule out a hardware related issue. Unfortunately, we did not receive a reply to our email and thus, a replacement router was not shipped.

  On August 10, the customer reached out to our support team indicating they had been trying to contact us for several weeks regarding their connection. A replacement router was again offered at this time in an attempt to rectify the situation, however we did not receive a reply from the customer. The customer reached out to our support team on August 24 to request cancellation of their account. Return instructions were sent to the customer via email on August 30. Any applicable refunds will be credited to the customers original form of payment as soon as the equipment return has been received and processed by our team. Our typical return processing timeline is ***** business days from receipt of returned items.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased their internet back in July. They sent me the wrong equipment. The equipment stopped working, but they kept charging my card. Theyve ignored several attempts Ive made to contact them. On 8/6/2021 I finally talked to someone, they said my internet would be fixed next day and they were sending me different equipment. Neither statement was true, my internet still wont work and they havent sent replacement equipment. Now they wont reply to my attempts to contact me. I would like them to cancel my service and refund me for the service they did not provide.

  Business response

  09/08/2021

  This customer has been a ********************** subscriber since June 2021. Most recently, this account was included in an outage that affected a small group of Nomad Internet subscribers in August. We sincerely apologize for any inconvenience caused by this service interruption. An order for replacement equipment was placed on August 8 and was shipped to the customer on August 18. The customer requested cancellation of their account on August 19. Return instructions were emailed to the customer on the same date. Any applicable refunds will be credited to the customers original form of payment as soon as the equipment return has been received and processed by Nomad Internet. Our typical return processing timeline is ***** business days from receipt of return packages.    

• Initial Complaint

  08/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried several times to get in contact with Nomad regarding my internet outage. They have not responded to me for several days. They continue billing me for a service they are not providing.

  Business response

  09/01/2021

  This customer first began service on their Very Blue plan in November 2020. The customer began noting intermittent service in the month of July 2021 after having received a replacement SIM card the month prior. After remote troubleshooting attempts were unsuccessful, replacement equipment was issued to the customer in an attempt to restore service. Unfortunately, the new router replacement did not resolve the customers service concerns and on August 10 the customer requested additional assistance. Our team requested confirmation of the customers router and SIM card information to provide troubleshooting assistance, but unfortunately we did not receive a reply. We received a second request from the customer for support on August 15, but again did not receive the necessary information to begin troubleshooting. The customer opted to cancel their service and we received their returned items on August 25. As of this communication, the customers account has been canceled in full and we have issued refunds for service fees collected in July and August. Refunded service fees should reach the customers original payment method in a few days time. We do apologize for any inconvenience and frustration caused to the customer due to the ongoing issues and hope this resolution will be satisfactory for the customer. 

• Initial Complaint

  08/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I pay a monthly subscription to the service for just Internet. About a week and a half ago the internet stopped work and said that my prepaid **** card is not up to date. I pay nomad directly and its auto pay they took out the money about 2 weeks ago. I emailed nomad and got a response after 4 days. They asked my issue and for some pictures on the equipment and and SIM card. I responded with everything. After three more days I got a response asking how I liked my service when no one had ever replied or fixed anything. I emailed them that and have not got a response since. Id like either my money back or them to at least activate the sim Im paying for.

  Business response

  08/30/2021

  This customer has been a ********************** subscriber on the Strong Pink Plan since March 2021. This customers account was included in an outage that affected a small group of Nomad Internet subscribers in August 2021. We regret that we were unable to restore service to this customer in a timely manner due to a large amount of support tickets generated as a result of this outage. This customer elected to cancel their ********************** membership rather than continue to wait for service restoration, and return instructions were sent to the customer via email on August 27. Any applicable refunds will be applied to the customers original form of payment as soon as the return is received and processed by Nomad Internet. Our typical return timeline is ***** business days from receipt of returned items.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have been having them as an internet provider for several months -almost two weeks ago my internet stopped working -right now as of today it still does not work We have put in several tickets, sent ******** messages, contacted them every way possible-their ******** page has people repeatedly saying the same thing -they have no service and you cannot get in touch with anyone that they just keep deleting

  Business response

  09/01/2021

  This customer began their service on our Strong Pink plan in March 2021. The first communication from the customer of a service concern was through our ******** Messenger application on August 8, indicating that their service was not working correctly. A second communication was received to our support email on August 12 and a support member requested the customers router information to begin remote troubleshooting. Unfortunately, we did not receive a reply to this request, but were able to locate the customer's information in our database to submit the customers line for a reset to see if remote troubleshooting may reinstate the customers service that same day. It appears this customer has been working privately with a Nomad employee through ********, so communication history is limited. However, a second line reset has been completed as of this communication to attempt to reinstate the customers service once again. It has been suggested that we replace the customers router to mitigate continued service issues, and our representative will continue to work with the customer on this request. Any downtime credits or service refunds will be provided upon restoration of the customers service in accordance to Nomads Downtime Credit policy.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We've had Nomad Internet for less than 90days. From Day one we've had problems having to reboot the router every 15 minutes at first, then after what support we finally received made some adjustments, at best we're rebooting the router 3 to 4 times a day.....Now we're into our 3 day, as of this message 8.17.21 without any service at all. We have made 4 attempts by phone to contact, with the same "sorry, emails us" recorded message. We have 2 attempts buy email to contact with out any contact at all. Nomad appears to be a *************

  Business response

  08/31/2021

  This customer first began service with their Deep Red Plan order in June 2021. The customer reached out to us shortly after receiving their router to indicate that the router seemed to perform intermittently, and was receiving an error message when they tried to use the service. A line reset and remote troubleshooting was performed, to rule out a hardware or a line issue. Then on August 16 a communication was received from the customer that they had completely lost service. It was in this communication it was realized that the customer had incorrectly received a Very Blue plan router and SIM card. Unfortunately, the customers line was involved in a service outage on the AT&T network which was the cause for the complete interruption in service. The customer requested cancelation, and appropriate return instructions were provided to the customer. However, with an offer of a free exchange into the correct plan the customer has granted us a chance to correct the error and send the correct plan. This replacement item is expected to ship the week of August 30. In addition, we have fully refunded the customers monthly service fee from August 19 and we appreciate the customers willingness to work on a resolution with us. 

  Customer response

  09/05/2021

  Complaint: 15770587
  
  I am rejecting this response because: Although most of the dates were accurate, None of the information contained in their response to you was ever relayed to me. In-fact, I attempted several times to contact Nomad on the phone, via emails and never received a response, until I canceled the service and informed them I was contacting t the BBB and possibly other agencies to turn them in as scammers. Of which I believe *** have been the case because of the lack of response from them. We have been without an agreed service for nearly a month. As to their information regarding the replacement router shipping on August 30, We received the replacement on September 3rd. I Installed the router and waited the recommended 2 hours for it to connect to the network. I went to an internet speed test site, because it was taking 5 minutes to load a page, when it wasn't timing out. The Internet Speed Test site couldn't even register a speed both the upload and download returned ****. Despite the router showing 4 of 5 bars of 4g LTE service. I attempted to contact Nomad support 2 more times, and as of the writing of this reply still have not received a response. We have been more then patient with Nomad. I have since sent a cancellation notice and requested a return shipping label for their equipment, complete refund of costs, and removal from their communications emails systems. This is by far the worst service from any company I have ever worked with. If we could have reached someone, spoken to some one, but customer service doesn't appear to be a part of Nomad internet. I will be sure to relay my experiences in every media type we use.
  
  Regards,
  
  ***************************

  Business response

  09/17/2021

  We apologize that the customer did not find our prior response sufficient. Our replies are meant to give a high level summary of an account, and we hope additional information provided here will be helpful.
  
  
  From the original communication on August 16, we replied to the customer on August 19 and apologized for delayed response times due to the outage. At this time we also requested information from the customer on his router to attempt a reconnection. We also did receive the additional communications from the customer on August 17, August 18, and August 19 requesting that his service be canceled. Due to the multiple emails received, we consolidated the customers communications to ensure a response was received in one email thread to deter multiple emails getting lost or misinformation from occurring. As mentioned in our prior email, cancelation instructions were sent in our reply on August 20 as requested. This was the same communication in which a replacement was offered, and then accepted on August 21. We sincerely apologize that due to the overwhelming volume of support tickets from this outage, and thus a higher than usual number of replacement items needing to be shipped, that the customers service interruption was further extended by this shipping delay. We also are sorry that the exchange into a new service plan did not resolve the connectivity issues faced by this customer, which lead to a confirmation he would proceed with his cancelation request.
  
  
  We had already refunded the full August 31 invoice to the customer as of our last communication, and as of this communication a complete closure of the account has been handled as associated tracking for the returned items confirms we have received them as of September 17. We also have issued a partial refund on the June invoice for the trouble with the router initially, and for the time that was spent troubleshooting the service. 

• Initial Complaint

  08/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started on May 4, 2021 by ordering the "strong pink plan" (T-Mobile). The first router took three weeks to arrive and was for the wrong carrier. The second router was also for the wrong carrier. The third, fourth and fifth routers either did not work or had the wrong sim card in them. My complaint is that Nomad continues to charge my checking account for routers that I have returned. It has been more than three months and I still do not have a reliable internet connection. You need an internet connection to return a router in order to print the return label. They have two means of communication, a "chat" on their webpage and by email. Both require an internet connection. I have been asking for a full refund since June and I am being ignored. All I want is my money back and for Nomad to stop charging my account.

  Business response

  08/26/2021

  This customer has been a ********************** subscriber on the Strong Pink Plan since May 2021. We sincerely apologize for the issues this customer faced with our equipment due to our mistake of shipping the incorrect SIM card. To the best of our knowledge, this issue was resolved with the most recent router which was delivered to the customer on August 4. We also apologize for any confusion that occurred with regards to the return policy of the non working devices. Per Nomad Internets terms of service, all devices are the property of Nomad Internet and must be returned to complete a closure of a billing subscription. As of this communication, the customer has been appropriately refunded for services not rendered prior and for the duplication in the month of July.

*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. ↩