Skybeam

Skybeam Skybeam Texas, SkybeamTX, Unite Wireless Terrible connections, Horrible Support, never ending issues Arlington, Texas

16th of Aug, 2011 by User405103

I have been a wireless internet customer for over 6 years now. I started with Partnership wireless then moved to Unite wireless. Unite was great they helped and answered the phone in a reasonable time typically 10 min or less. If you had to you could leave a message and they would call back in 10 - 20 minutes. Now enter Skybeam. Skybeam purchased Unite Wireless and destroyed it along with Partnership wireless. Now my service is terrible and support is not existant. I have had 3 new antennas in less than a year. I have had 4-5 service calls (onsite in less than 6 months). The recently replaced my equipment on my second service call in 2 weeks. The connection was not what I expected. I was getting 4mbps down and about 1.5 up before with little latency. Now I am getting less than 1 mbps down and same for up. I have called and it has been forwarded to the network team has been the answer every time. I have been documenting all of my speeds, ping times and trace route times. They are horrible packet loss is 10-20% most days with pings ranging from 20 - 1500 ms if they are not lost. They tell me my down link is good and my uplink is good but that means nothing if their network is terrible. I call in every day to customer support and I am told that there are 8+ callers and the longest wait time currently is 60+ minutes. That means your going to wait well over 1 to speak with someone. You will go through all the testing and then they will tell you it will be forwarded to the network team or we need to send some one out and it will be a week away. Billing is no better, they will credit you only if it is documented with the service team. So only if you call every time you have an issue and have to wait more than 1 hour just to document it. You can email your complaint too but nothing ever happens with those. I have had these issues now coming up on 3 months and a 75 dollars per month I think they would be a little more interested in doing something.

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Comments

4656 days ago by SkybeamTexas

I understand how frustrating this can be. Please fill out a complaint through our Web site. Go to www.skybeam.com, click "Contact Us", scroll to the bottom of the page, and under Customer Feedback, click Customer Service, select Complaint or Feedback, and fill out the form. We will answer this as soon as we can. Thank you.