Complaints for Gigabeam Networks, LLC in Bluefield, VA

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
1	Unanswered

2 complaints against Gigabeam Networks, LLC

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7/21/2022

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

6/27/2022

We've had this internet company for years n I've been I constant dispute as to why they can't keep there internet on. Bills been payed but still yet the internet been out for 3 days. N it wouldn't be so bad if they would say yea its gonna be out for a few but the don't they send me carts saying we're meeting our speeds when I'm sitting here clearly unable to connect. The carts that's they send me are proof that our internet company is stealing peoples money. Resolution Sought THEM TO FIX THERE INTERNET AND QUIT BEING LAZY..

7/20/2021

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $3,500.00 Amount Settled: $0.00

Customer Complaint

7/2/2021

We signed a contract with this provider a few years back because they are the only issue around here. Service was shotty from day one but we were willing to overlook that because they are a relatively new company. Well we upgraded to 50 mbs download and put to 3 upload and it never ran at that speed. It was more like 10 maps and 1.5 upload and that was on the best of days. Anyway I called them over and over to come fix the problem and they would say there is no problem its your equipment but we lease the equipment from them. Anyway I had filed a complaint several months back on them and after the owner found put he called and threatened me. Well today they show up here without warning with the police to retrieve their equipment and they pulled our internet. This business is shady and they owe us money. A refund for the stress if having to deal with their disrespect and bad attitudes and trash internet service Resolution Sought to shut them down would be nice but if they would just do like I asked and leave our internet alone id be good.

Company Response

7/7/2021

In summary of this complaint: 1. The account holder is Mrs. Clemons (Jeremiah's mother) 2. The account was under a 1 year contract and that expired in 2018. From that point forward it has been a month to month service. We have no obligation to provide service to this location. Being month to month, the account is still subject to our Terms of Service and Acceptable Use Policy which is located on our website (the terms of service is the exact contract initially signed for this circuit). The Terms of Service states the following: Account Termination: You may terminate this Agreement by submitting a written request for termination to GigaBeam via the email address, physical location, or postal address listed on our Web site. Requests received by GigaBeam prior to the close of business on the twenty-fifth day of the month shall have a termination date as of the first day of the month following the receipt of the termination request. Termination requests received by GigaBeam on the twenty fifth day of the month or thereafter shall have a termination date as of the first day of the second month following the date of the receipt. Any subscriber agreement terminated under this provision shall be subject to a termination fee equal to thirty (30) percent of the remaining monthly fees due under this agreement from the date of the termination to the end of the agreement term. Termination fees shall be due within fifteen (15) days of the termination date. Fees not paid within fifteen days shall be deemed delinquent and subject to the finance charge specified in the "Payment Policies & Terms" paragraph. This Agreement and your use of the Service may be terminated by us at any time with or without notice to you for any reason, including, without limitation, nonpayment of fees, or if we believe that you have violated or acted inconsistently with the letter or spirit of this Agreement or the Acceptable Use Policy. 3. Mrs. Clemons is not tech savvy and she as well as her husband Michael both have admitted this to us and have authorized Jeremiah to represent their account. 4. I have attached a csv file showing the data on this circuit during the final 2 weeks of service (our system only stores 2 weeks of historical data). It PROVES that the location was receiving their package speeds of 50x3Mbps and was actually used multiple times in those 2 weeks up to maximum speeds. Mr. Clemons' statement of only getting "10 to 20Mbps" of download speed is false and a lie. The data is collected directly from their equipment at their home every 10 minutes. When looking at this data a few columns detail the circuit. Column D/E are signal levels. Being a 4g LTE radio -85 signals is near perfect and gives maximum modulation of 27-28MCS (column c) This gives the radio it's maximum capacity which is 110Mbps down and can easily support a 50Mbps plan. Column J is actual usage at the home. If you scroll through this column you will see the circuit consistently provided up to plan maximum speeds when the customer used the service. 5. Attached is the data usage table for the account for the past year, showing consistent usage throughout the time period. If speeds and the circuit was faulty, there is no way they could have consumed consistently 300-700 GB of data per month over that time frame. 6. I have also attached one of the last tickets open by Mr Clemons. This ticket was handled and escalated to the operations manager, Adam Blankenship. And shows that the circuit tested fine but issues were inside the home. 7. Also attached are various emails and voicemails we have received from Mr. Clemons over the past 2 months. They are self explanatory.

Customer Rebuttal

7/7/2021

The policy in this matter makes no difference. Your business and practices in your business us questionable at the least. I attempted to make amends for the reports I had previously filed and was met with hostility and arrogance and I find that completely disrespectful and unprofessional. We don't need your horrible internet service or your money but we will be seeking some type of penalty for the blatant arrogance of bringing the police to my house to retrieve your equipment that caused this problem in the first place. I called and called asking you to fix the problem with your service that you provide at the cost and misery of other people and you refused then you hide in the dark until you thought you could hurt us then you send a kid with the cops to get your bum equipment. Your wrong you know it and you are that arrogant to think it will go without anything being said. Thank you.

Complaints and Resolutions

Gigabeam Networks, LLC complaints