ComplaintsforNomad Internet

• Initial Complaint

  07/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had signed up for service. Took a long 3+weeks to receive. Few days after I received it, I was sent an invoice to pay $129 prior receiving I was granted 21 days to test out product but their customer service is horrible. Asked many questions and where to place it to get the best signal. Almost everything I had asked was ignored. Then June 28th service was disconnected. No reason why it was. That’s why I’m filing this complaint so it doesn’t happen to someone else. I’ve sent numerous emails and nothing, totally ignored me.. I just want my money back and then I’ll return their wifi router..

  Business response

  07/23/2021

  This customer has been a Nomad Internet subscriber on the Strong Pink Plan since May 2021. At the time of sign up, each customer pays a one time membership cost. The fee for a membership covers the cost of the setup, administration, and support for each subscription on a customer account. Membership constitutes access to products and services, and does not constitute ownership of any provided equipment. Upon becoming a member, customers are responsible for paying the first month of service in advance. The first monthly charge will occur when delivery of the product is confirmed. A product is considered delivered when the associated tracking certifies a successful delivery has been made to the shipping address you provided. Both the membership fee and the first monthly service fee are completely refundable under our 7 day, money back trial period.

  The customer most recently reached out to our support team on June 30 with a concern that they had lost their internet connection on the previous day. Our customer service team made an attempt to troubleshoot the router at this time, requesting photos of the device indicator lights so we could better understand what the issue may be. Unfortunately, we did not receive a response to our query and as a result, this ticket has since been closed. Per Nomad’s Terms of Service, if a member wishes to utilize Nomad Internet’s technical support, the member must be available to help troubleshoot the connection or computer setup. The customer has indicated above that they wish to cancel their Nomad Internet subscription. A return slip was issued to the customer on June 4, but no return has been received. At this time, the customer's account has been suspended to avoid additional billing while we await the return of the items to complete a closure of the account.

  Customer response

  07/26/2021

  Complaint: ******** 

  I am rejecting this response because:
  
  Regards,
  
  ******** *****

  I did indeed sent pictures of everything they had requested! I'll try to upload all the emails. To prove my case! 

  First of all. it took 3week to get the router.. No instructions.. No idea where to setup the router.. 

  I then contacted support. NO HELP what so ever! I was ignored.. 

• Initial Complaint

  07/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I reached out to Nomad on 7/13 to request a return address so I can cancel my plan. After multiple emails, they still have not provided this info. Ive received emails offering to troubleshoot, and another offering to send me the best equipment. I just want to return my router and cancel. So I emailed again today with the same cancel request, and they are asking what they can do to troubleshoot.

  Business response

  07/23/2021

  This customer requested a cancellation of their Nomad Internet subscription on July 13. On July 14, as a result of this request, our **************** Team made an offer to troubleshoot the equipment prior to cancellation. The customer indicated that they had found another service which better met their needs and declined our offer of troubleshooting their existing hardware. Return instructions including a link to generate a prepaid return label were emailed to the customer on July 16. The equipment return was received in our office on July 22 and as of this communication, the customer's account has been canceled and closed in full with the return and verification of her equipment. 

• Initial Complaint

  07/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has told me the entire time that their internet service covered my area very well. After sending me several modems I still can't get reliable service and have still been charged even for the down time on the services. Now this month they have double billed me $149 and I only have one service with them. They are impossible to get intouch with and they don't even have a phone line that they will talk to you from.

  Business response

  07/23/2021

  This customer has been a ********************** subscriber since March 2021. The customer most recently reached out to our support team on July 15 to inquire on the charge for multiple subscriptions in the month of July. This customer was charged for two subscriptions in July 2021 as a result of having more than one subscription on their Nomad Internet account. This is due to the customer being sent replacement devices in April and May 2021 in attempt to rectify a hardware issue.  In order to close the subscriptions linked to the equipment that was not operational, we need to have the equipment, including the preinstalled SIM cards, returned to us. A return label has been emailed to the customer to assist with this as of this communication. Return instructions including a link to generate a prepaid return label for the outstanding equipment were also emailed to the customer on July 18. As a courtesy, we have refunded the double charge in advance of the equipment return and have temporarily paused billing on the affected line while we await the returned items. We hope the customer will find this response to be satisfactory.

• Initial Complaint

  07/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My internet service was canceled with them months ago and they continue to take money out of my account which is ****** a month. I have tried and tried to call them. I have sent numerous emails and i get the same answer back all the time. They say that they can not cancel my service because they have not received their equipment back but i sent it back months ago. I am being robbed every month by this company. They have HORRIBLE customer service. This service was for my grandfather and is in his name but he passed away on May 18 2021. I NEED THIS FIXED ASAP! PLEASE HELP ME.

  Business response

  07/23/2021

  After researching this account and reviewing the concerns, it appears that this customer purchased a ********************** Very Blue Plan in their name in November 2020. The equipment was delivered to the customer on December 9, 2020. The customer reached out to our support team to request cancelation of this account on December 18, 2020 and return instructions including a link to generate a prepaid return label to return the Nomad-issued equipment were emailed to the customer on December 20, 2020. The customer states that they have returned the equipment, however, after completing extensive research, we have found no record of a return label being generated by the customer through our website. Per *********************** Terms of Service, all devices are the property of Nomad Internet and need to be returned in order to cancel a subscription. The term Device refers to all equipment sent (e.g., antenna and power cords/chargers, routers and SIM cards). Cancellation of any subscription can only take place when the Device(s) have been returned to Nomad Internet and associated tracking information states that the unit has been received by Nomad Internet.
  
  As a courtesy due to the extenuating circumstances concerning this customers cancellation, and as a result of the above communication, this account has been closed effective July 2021. A refund for the invoice charged in July has also been refunded as a courtesy. We would also like to make sure the customer is aware that if tracking information which states the equipment was received by Nomad Internet can be provided we would be happy to review for additional refunds.

• Initial Complaint

  07/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were charged ****** for a defective router. When we tried to correct it, the company would not help, and charged us ****** for service we are not getting. They will not replace the router unless we pay for another one. It is a scam

  Business response

  07/23/2021

  This customer purchased a ********************** Plan through our website on June 23. The equipment was delivered to the customer on July 6. On July 7, the customer reached out to our support team and indicated that they were experiencing slow connectivity from the Nomad device. General troubleshooting, including a line check, was performed on July 8. The customer reached out to our support team again on July 12 to report that they were still experiencing a poor cellular connection to their device, with one bar of service being displayed intermittently on the router. At this time, our customer service representative offered the customer an opportunity to trial a different device in an attempt to solve the poor connectivity issue. Due to a clerical error, the customer was inadvertently sent an email response which stated that they would have to order an additional plan with a new membership fee in order to trial a new router. We sincerely apologize for providing the incorrect information to this customer. An order to trial a replacement router at no additional charge was placed on July 17. The new equipment was delivered to the customer on July 22. We hope that the new equipment has rectified this customers connectivity concerns.

• Initial Complaint

  07/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  6/20/2021 1st I was sent the wrong modem, then after a online chat, i was sent a 2nd modem just in a fdx bag no instruction and used.2nd the modem was not setup correctly, when i try to get InTouch with support there response is slim at best.3rd you can not call anyone just get a recording about the pandemic and then hangs up on you. 4th i am scared i have been scammed and cant get my money back i will have to cancel my CC so not to get charged again.

  Business response

  07/21/2021

  We would like to first apologize for the issues with the two items received. The customer had purchased a Travel Strong Pink Plan in June, and due to a shortage of these routers an upgrade to a stationary router was issued to the customer at no charge to them. Upon receipt of the item, the customer notified us of a need for a travel router and a replacement router was provided to the customer on July 11. As mentioned on our website, photos of any products sold by Nomad Internet are for illustrative purposes only. Although we use reasonable efforts to ensure that our products are similar to the photos offered, products received may vary slightly in color, make, model, manufacturer, and condition (hardware could be new, refurbished, lightly used, etc). 
  
  
  After attempting troubleshooting with our team on the travel router, the customer determined the service would not suffice for their needs and requested a cancelation of the service. Return instructions, including a link to generate a prepaid return label, were emailed to the customer on July 19 along with a confirmation of a full refund of the customer's membership fee despite being outside the 7 day money back trial period. Ahead of time, we have also refunded the customers ************ fee in full given the poor service and mix up in items up front. 
  
  
  Per Nomad Internets terms of service, cancellation of any subscription can only take place when items issued by Nomad Internet have been returned and associated tracking information states that the unit has been received by Nomad Internet. Billing is subject to continue until items belonging to Nomad have been received and verified. Our typical return and refund processing timeline is ***** business days from the date the returned items are received by our team. 

• Initial Complaint

  07/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My family ordered nomad internet in early June 2021. We had been searching for an internet service since February of 2021. We were told we would be charged around $350 to begin service and have it for the next month. We received the first router and SIM card within a week. It worked on and off with 16 gbps for about two days and I was never able to use the service on my gaming console or tv, which is what I purchased the service for. After two days, the router stopped working. Nomad then sent me a second router (the first one was sent back) the second one only got 2 gbps. We tried to use that one for about 3 or 4 days and sent that one back as well. While trying to complete the form to send back the second router, I asked for the service to be canceled and to get a refund. My service was not canceled and I was sent another router! When I received my bank statement this month, I found that instead of being charged $350, I was charged over $900 dollars! Nomad internet is a scam!

  Business response

  07/21/2021

  This customer began service with Nomad Internet with their purchase of a Deep Red Membership in June 2021. The customer reached out shortly after receiving their equipment to advise that speeds were inconsistent, and to ask for help. Our team determined the quickest way to resolve the issue would be to issue a replacement router to the customer, instead of continuing additional troubleshooting measures. The replacement equipment arrived to the customer on June 23. 
  
  
  On this same day, the customer reached out to report the same issue and it was determined that the recent set of equipment had been sent with the wrong plan coverage. A team member asked the customer if we could try once more to issue a replacement, on the correct Deep Red plan, and the customer agreed to a third unit on June 24. On June 30 the customer officially requested a full cancelation of service. As the most recent router and SIM have not been returned, a new return slip was issued as of this communication. Our standard processing time for a return is 12 - 14 business days from the date the item is received back to our facilities, and per our terms of service items must be returned to complete a cancelation request and suspend future billing. However, given the frustration caused the customer has been refunded both her monthly service fees for a total refund of $298.00 ahead of time. There are no additional charges for the customer outside of the initial $199.00 membership fee paid to begin service in June. This has been confirmed to the customer as being refundable upon receipt of the third router being returned. We do apologize that we were not the right fit for this customer, and hope this resolution will be agreeable for them.

  Customer response

  07/21/2021

  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.
  However, the third router has been returned, I did send an email containing the tracking number for the package containing the router. I was sent an email saying that I had been refunded $149 for the second month of service I was charged for after confirming that my service was canceled, but I will have to check with my bank to confirm that i have been refunded for the first month of service i never received.
  
  
  Regards,
  
  
  ******** ******

• Initial Complaint

  07/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  While first setting up an account with Nomad internet, I was told that the first month was free with an initial set up fee of $179.00. I was told that I would have my equipment within 3 business days. It took two weeks to receive the router and I was charged a monthly fee two days later. I continued service and after one month of service, my router stopped working. I attempted to contact customer service multiple time but received no response. At one point I was told that if I went offline from customer service chat, someone would get back to me to resolve my issues. I never was able to speak with anyone. This has never been resolved. I do not wish to continue using this service. After reading other complaints on the BBB, I have contacted my bank to stop all future payments to this company.

  Business response

  07/22/2021

  This customer ordered a ********************** Strong Pink Plan on May 15, 2021. The Nomad Internet router was delivered to the customer on May 27. The customer reached out to our support team on May 30 to request cancellation of their account and a link to generate a prepaid return label was generated on the same day. We are currently awaiting receipt of the customers return package. Per Nomad Internets Terms of Service, available on our website, all devices are the property of Nomad Internet and need to be returned in order to fully cancel a subscription. The term Device refers to all equipment sent (e.g., antenna and power cords/chargers, routers and SIM cards). Cancellation of any subscription can only take place when the Device(s) have been returned to Nomad Internet and associated tracking information states that the unit has been received by Nomad Internet. Our typical return processing timeline is ***** business days from receipt of items to process, inspect and test the unit. Any applicable refunds will be credited to the customers original form of payment as soon as this process has been completed. We have at this time paused billing on the customers account to avoid any future invoicing while we work to process the customer's return.

  Customer response

  07/23/2021

  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

  07/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered Nomad service on the deep red plan late June or early July. This is the ******* sim, which is also my cell phone carrier and works outstanding at my location. I recieved the router and sim on July 1st or 2nd. Hook it up and it worked great that day and the following day. Fast speeds and my kids could actually stream on our TV. On the 3rd day and beyond, I cannot stream or get on the internet. I can stand next to the router and get 20-30mb/s on my ******* phone, but can't get play a video on the wifi provided by the ******* sim from Nomad. I have chatted and emailed and have gotten responses, but then nothing happens. Not fix, no help and at this point, I just want to return this stuff, get my money back and move on with another company. It's too much money to spend and not get a product in return that was promised. After reading these complaints, this is ongoing issue and should be illegal to sell a product with a promise and not deliver, but take the money always.

  Business response

  07/21/2021

  This customer first joined ********************** with their purchase of a Deep Red Membership in June. The router arrived to the customer on July 3, and on July 4 the customer reached out with some concerns of the speeds being inconsistent. The customer also asked for clarity concerning his phone speeds versus his Nomad router. Nomads terms of service confirm that speed rate depends upon the cellular service coverage and equipment capabilities. As there are many things that *** affect the speed of service, Nomad Internet does not offer or guarantee minimum speeds, and memberships are provided on an as is basis. Additionally, a personal cellular device is considered a priority on a network due to FCC regulations, and as a single-user device, cell phones often will outperform a router that is meant to service multiple units and persons. 
  
  
  Although our team is attempted troubleshooting currently with the customer, return instructions, including a link to generate a prepaid return label were emailed to the customer on July 12. As no tracking was noted on this return slip, a second return label was issued to the customer as of this communication just in case, due to a request to cancel recently. Per Nomad Internets terms of service, cancellation of any subscription can only take place when items issued by Nomad Internet have been returned and associated tracking information states that the unit has been received by Nomad Internet. Our typical return and refund processing timeline is ***** business days from the date the returned items are received by our team. We are happy to work with the customer on refunds with a confirmation of a return and hope we can conclude his concerns quickly.  

• Initial Complaint

  07/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  received modem and never got it to connect asked for refund within 30 days but was put off asked for the subscription to be cancelled (this is all via chat as they wont answer the phone due to the pandemic)) they have a recording). also says i can cancel any time but they wont do it via text always have an issue , like let me look into this we'll get back to you. have eamiled them begging to cancel and no reply You just cannot get them to respond to you ony through chat and then they just wont do what i have asked them to. also the chat is through their web page and who has time to sit there for hours and still get nothing done with them. It has become rediculous. Each time you chat with them its well over an hour of time and still nothing gets accomplished other than still not doing what ive asked.

  Business response

  07/16/2021

  This customer has been a ********************** subscriber since May 2021. The customer requested a cancellation of service via email on May 17. Return instructions, including a link to generate a prepaid return label, were emailed to the customer on this same day and again on July 12. Per Nomad Internets terms of service, available for review on the Nomad Internet website, cancellation of any subscription can only take place when items issued by Nomad Internet have been returned and associated tracking information states that the unit has been received by Nomad Internet. This includes both routers and SIM cards issued by Nomad. Billing is subject to continue until items belonging to Nomad have been received and verified. Our typical return and refund processing timeline is ***** business days from the date the returned items are received by our team. 

   

  Ahead of time, the customer's account has been paused to discontinue billing while they return their items and we have also issued a refund on their ************ invoice.

*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. ↩