Reviews

Review Details

• Review fromHunter B

  Date: 03/15/2023

  2 stars

  Hunter B

  Date: 03/15/2023

  I’ve been dealing with high latency for over a week. Then get an email from tech support stating they are trying to call my phone and give the number they are calling and it’s incorrect. I call tech support and they tell me they don’t know how they are calling the wrong number, transfer me to the local sales store and get put through another answering service and get no returned phone calls.

  NeuBeam

  Date: 03/20/2023

  Hunter: We are sorry to hear about the problems you have experienced with your service. Unfortunately, there is an issue with the tower in your area and a climb of the tower will need to be done to correct the problem. This was planned for last Wednesday but due to ice on the tower and general unsafe conditions for our technicians, we were unable to climb the tower. We plan to do so soon once conditions are better and anticipate speeds will return to expected speeds once this is done. We apologize for any inconvenience or hardship this has caused you and appreciate your understanding. If there is anything else we can do to assist you or improve your experience with our company, please do not hesitate to let us know. Thank you for bringing this matter to our attention, and we hope to have the opportunity to earn back your trust in the future. Sincerely, NeuBeam

• Review fromNancy J

  Date: 02/27/2023

  1 star

  Nancy J

  Date: 02/27/2023

  I've had Neubeam for 2/3 years now. At first, the service was good, but in the past few months, it's gone downhill rapidly. And to make matters worse, their "technical support" is nonexistent, and quite frankly they're not even friendly on the phone. In the first 5 weeks of this year, I had SIX outages. I worked full-time from home, so these outages not only cost me money, but my employer certainly didn't find the service impressive, so when it came time to lay people off, who where they going to keep & who were they going to let go: the person with reliable connectivity or the one with internet that seemed to be out more than in? After having had to cover my unable-to-work days using personal leave, I was then laid off. The leave days I was forced by Neubeam to take would have been paid to me as part of my severance, but I don't have them now. And I lost about $***** worth of work. Neubeam's offer of "recompense" for all my trouble? $****** I'm shopping for a new, more professional ISP.

  NeuBeam

  Date: 03/16/2023

  Nancy: We are sorry to hear about the problems you have experienced with your service and the loss of income it has caused. We understand that this has been a frustrating and difficult situation for you and we would like to extend our sincerest apologies. We take all customer complaints seriously, and we have investigated your case thoroughly. Unfortunately, we have found that the issues you have experienced were caused by circumstances beyond our control. While we regret that we are unable to reimburse you for your financial losses, please know that we are doing everything we can to prevent similar situations from occurring in the future. We would like to assure you that we are committed to providing our customers with the best possible service and support. We apologize for any inconvenience or hardship this has caused you and appreciate your understanding. If there is anything else we can do to assist you or improve your experience with our company, please do not hesitate to let us know. Thank you for bringing this matter to our attention, and we hope to have the opportunity to earn back your trust in the future. Sincerely, NeuBeam