Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around June 24th of this year I start to experience periodic connection issues with my internet connection provided by NCW. I have enrolled in the highest tier package to ensure that my work from home capabilities can be handled by the company.
  
  Over the course of several months I have engaged with multiple individuals at NCW to diagnose my problem and try to resolve. This has included hours of technical service calls as well as resetting a router, bypassing the router, and even most recently replacing the router to confirm and ensure that the technical issues were not on my end.
  
  I was told on multiple occasions that the issue appears to be with the actual towers themselves that provide the service and the issue is not specific to my house or equipment. Furthermore I was told that the towers would need to have a specialized climber to be hired to fix/replace the components causing the issues. This issue is sporadic, without any specific pattern, and will cause momentary losses to the internet at my household, while the gaps are not long in length (average 15 seconds up to 2 minutes) they do cause immense issues with connectivity especially within VPN and other programs that require stable connections to facilitate meetings and work.
  
  The issue with the towers was confirmed back in July and most recently on 8/26 a technician came to my house to test and confirmed the issues was with the tower and not my equipment.
  
  The following calls have been placed related directly to the issue which shows my repeated attempts to try to call to get a resolution to the problem (June 24th (2 calls), June 25th, 27th, 28th, 29th, July 5th, 25th, August 3rd, (3 calls), 21st (2 calls), 29th, 30th, and 31st.
  
  Overall I have had a very positive experience with this company up until this point. There has been several times I was told this was going to be brought up to the (head engineer who is also the owner) and would get a call back that day which I did not.

  

  Business Response

  Date: 09/14/2022

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  I spoke with **** from the business. He stated that on August 25th, they received a ticket for service for this customer. On August 26th, a technician was sent to the home but no one answered. Matt admits there were previous problems with the tower that were fixed prior to this service call. The technician checked connectivity to the towers while in the area and the connection was fine.  The attempted a follow-up call with the consumer afterwards but he did not answer so they left a message. If the consumer is still having issues with his service, he should call their 24/7 service line for assistance. 

  Customer Answer

  Date: 09/14/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The issues with the towers were not fixed prior to my complaint. In fact it was the opposite as the work on the tower was done post BBB complaint to resolve as I received a phone call 8/31 then another on 9/1 indicating my connection may be interrupted as they were at the tower to perform repairs. 
  
  Further on 9/7 they called to state repairs were completed and to ask if I was experiencing further issues. As of now the issue appears to be resolved. Wanted to clarify it was the resulting BBB complaint that finally initiated actions by the company. Also the technician who came on 8/26 was not scheduled and I was not aware they were coming over. The technician left a VM stating they saw the issue with the tower and not my equipment at home. 
  
  Regards,
  
  
  
  ******* *******