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Complaint Details
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Initial Complaint
02/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been having connectivity issues for months. It seems like I have to call tech support at least weekly. This has been going on for most of the time that I've had NCI Datacom internet service.
Business response
03/15/2024
Our Tech Support Team has been in contact with this customer and has a service call scheduled for next Friday to resolve the issue. Our company has also issued two months of credit to the customer's account.
Take Care,
*****************
Business Manager
NCI Datacom
************* Office
************* Fax
************ Toll Free
Check us out on Facebook!Customer response
03/16/2024
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.
Sincerely,
*********************Initial Complaint
11/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been calling in 2-3 times a week for 3 plus months about our internet not working properly. I have called tech support, emailed the manager directly and as started been calling regularly to have the issue resolved. They are not fixing the internet, they keep saying that their end looks good, and now IT will not respond to any of my calls to fix the internet. I am being charged full price for non working internet and now that I have asked to speak to a different manager they are being rude and dismissive of our issue. My daughter does online schooling but we have to use the libraries internet because our internet does not work and is not being worked on. I just want them to fix it or if they wont I want the contract ended with no penalties. We have done everything that the contract tells us to do but they will not uphold their end. I have been trying to get IT to call me back for a week now but they are no longer responding to me and when I call the office Im told no one is available to talk to me. Any help would be appreciated. Thank youBusiness response
12/10/2021
Customer first reported issues of connection drops on Nov 1,2021. Customer was put on monitoring software to determine where drops may be coming from.
Nov 3 customer reported issues of slowness continuing,traffic chart showed customer maxxing her bandwidth out and speedtests determined customer was receiving speeds they were paying for. Issue was found when trying to remotely access router, service call was scheduled for customer.
Nov 9 service call was complete, settings were changed in xbox as that was admitted to be the issue.
Customer called on nov 13 with slowness speedtests determined she was getting her speeds of her paid package. Corrected settings in router and called customer to let her know, encouraged her to call whenever there is an issue.
Customer called with issues on nov 16, there had been a power outage that affected internet services and customer was reminded of this.At time of call connection was working fine, power had been restored.
Customer called on nov 22 with continued issues. Continued issues with xbox specifically. Replaced router at no cost and had it dropped off.
Customer called on nov 26 with continued drops monitored router and radio overnight, no drops were seen.
Nov 29 gave customer 1 month credit for continued issues and changed IP address to public in radio and router as a test.
Nov 30 customer called with xbox issues reminder her that we do not troubleshoot devices and encouraged her to reach out to xbox.
2nd service call complete on nov 30 settings were confirmed in radio and router and *** cable was tested on site
Dec 1st customer spoke with after-hrs tech support and made changes to xbox which caused IP conflict, unable to log into router remotely after they were attempting to make changes to it on their end.
Dec 1st tech stopped by at customer request but no one was home
Dec 2nd 3d service call complete, technician confirmed all devices were online, specifics with both Xboxes were shared with customer it was determined that the older xbox would only work via wifi, not hardwired as suggested. Newer xbox worked fine both ways.
Customer has not called with further complaints or issues since service call was complete on dec 2
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.