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Review by consumer2 
member for 3.6 years, 2 visits, last login: 3.6 years ago
updated 3.6 years ago
 Hollister,San Benito,CA
 $40 per month about 8 days "Fast speed!" "Terrible customer service, uneducated installers" "It's a 50/50 risk"
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We've had this internet service for about a year. Installation did not go smooth at all because of errors created by the installers, who I found uneducated and unprofessional. I basically had to figure out how to connect myself after 8 days. I was, however, compensated on my bill by the owner of the company. We have had a few outages, here and there, which are pretty understandable, however, in the month of January, service was out for about 2/3 of the month. Again, the owner compensated us on our bill. The main problem I have is with customer service. When you call in, you get nothing but voicemails and calls are not returned. Tech support should be available at all times via the phone when there are outages or when you have a problem connecting, and this company fails to do so. Many times I have phoned in to leave a message, and once you get there, it states that the mailbox is full.. so this makes me think that we're not the only ones leaving messages and getting no response. I understand it is a small company with only a few employees, but being a business owner myself, I am aware that customer service is a vital part of your survival as a business.. and bad customer service will eventually damage your reputation as reliable. When people have asked who my provider is and I say PCWI, I usually get the response.. "I heard they are terrible".. In my opinion, for the most part, the internet is up and running and fast, it's great service, accept for their customer service and communication with customers needs a lot of improvement.
Tip: The best way to get a live person answering, is to hit the SALES line.
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Review by NOTHPPY
member for 3.8 years, 0 visits, last login: 3.8 years ago
lodged 3.8 years ago
- San Martin,Santa Clara,CA
- Contract price not specified.
- "When works, it is OK"
- "Unreliable Service, Terrible Management, Poor Business Practice"
- "Find Some Other Company"
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This company offers a contract with service 24/7, but cannot deliver. If you are down for 3 weeks, to bad for you! Terrible Management, terrible people skills, promises to fix things they do not. Answering service weekends and nights, says having problems in area, working on it. Pretty bad when you have to put it on the recording... If you have problems, contact BBB.
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Review by shadowops
member for 6.9 years, 4 visits, last login: 3.2 years ago
updated 4.2 years ago
- San Jose,Santa Clara,CA
- $99 per month
- (12 month contract)
- about 8 days
- "Service outages and poor customer service"
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I posted a postive review for this company when they first started out and remained a loyal customer through their growing pains. Initially, the owner bent over backwards to help customers and establish a decent solid service. I was happy to support him in his endeavors. Unfortunately, there seems to have been a shift in management and services have drastically deteriorated since those changes. The infrastructure is no longer reliable. The initial 4mbps/1.5mbps service I received has deteriorated over time to be less than the paid for service level, more like 2.5mbps/1.0mbps The service is unstable with constant outages due to RF interference, routing problems, and continually worsened to the point I felt compelled to seek service elsewhere.
I operate a network consulting business and hosted services for many of my clients. In the past year there have been so many outages, many of them unexplained, I had to relocate my clients to services/providers with more reliable connectivity. I could no longer guarantee reliable connectivity to my servers and services. During many of the outages, I was often aware of the problem well before PCWI staff. I called them, and the few times I was able to get a hold of a human being, they were unaware.
This seems to be the ever increasing problem with this service. The Customer Support is near next to impossible to reach. Whether it is technical support, billing, or management. To provide an example, I have called once to terminate service and spoke to the manager. The equipment is supposed to be reclaimed by the ISP but here it is 10+ days later with NOT a call to arrange for their equipment to be picked up. I faxed a termination notice to their office as a follow up and that has not been acknowledged. I followed that up with a phone call/voice mail to their billing department, no phone call back from there either.
They were just as unresponsive regarding service outages to the wireless backbone infrastructure. Despite my reporting an outage problem, it would have been nice to receive a return phone call with an explanation for the service outage. I used to receive that under the old management. Under the "new" management, rarely would a phone call be returned, let alone one with a valid explanation pertaining to the outage.
Due to these problems, I feel compelled to retract my previous review of this organization and steer people away from this service. There are other WISPs in their market area that have better support mechanisms and infrastructure to address your needs.
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Review by FFTL
member for 7.8 years, 155 visits, last login: 3.3 years ago
lodged 6 years ago
- Hollister,San Benito,CA
- $40 per month
- (12 month contract)
- about 7 days
- "Awesome Download Speeds and Ping Beats Dway or Dial Up"
- "None really I have had no problem"
- "If you cant get DSL but get this definetly way better then the $ Dway"
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Ok well we ordered our internet on a friday and they came out on a tuesday and installed. We got a special package where it was $40.00/m for 4mbs down and 1.5mbs up. Normally that would be $100. The install process took awhile because they had a new guy come out and it kinda messed up our schedule and well it wasnt that big of deal since it was his first time. The home equipment is a satellite tv looking like dish and an extremely small modem. We have a Static IP which works out fine. The only bad thing is we are not getting advertised speeds which we were really hoping for. But I guess what we are getting is pretty good. Here is a speed log that we have done since the first day of getting installed.
1/12/06
Download Speed: 1367 kbps (170.9 KB/sec transfer rate)
Upload Speed: 1180 kbps (147.5 KB/sec transfer rate)
1/14/06
Last Result:
Download Speed: 1886 kbps (235.8 KB/sec transfer rate)
Upload Speed: 1248 kbps (156 KB/sec transfer rate)
1/27/06
Last Result:
Download Speed: 1289 kbps (161.1 KB/sec transfer rate)
Upload Speed: 1253 kbps (156.6 KB/sec transfer rate)
1/29/06
Last Result:
Download Speed: 1531 kbps (191.4 KB/sec transfer rate)
Upload Speed: 1185 kbps (148.1 KB/sec transfer rate)
1/31/06
Last Result:
Download Speed: 1530 kbps (191.3 KB/sec transfer rate)
Upload Speed: 1226 kbps (153.3 KB/sec transfer rate)
2/2/06
Last Result:
Download Speed: 1431 kbps (178.9 KB/sec transfer rate)
Upload Speed: 1188 kbps (148.5 KB/sec transfer rate)
Not bad just wish it was advertised speed. Great company beats Dial Up or Satellite internet by far. Been able to play MMORPGS fine. THUMBS UP!
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Review by designpress
member for 6.1 years, 0 visits, last login: 6.1 years ago
lodged 6.1 years ago
- Hollister,San Benito,CA
- $56 per month
- "when it works, it's great"
- "no clue what the term "customer service" means"
- "if you depend on a connection for your business, this is not the company to use"
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The pre sales info and install process were smooth and the installers were great to work with. We had a few days of working out some bugs, but once they were worked out, things seemed ok. The problem has been dependability of the service, and accessability of the tech group. Trying to actually talk to someone on the phone, for the most part, isn't going to happen, and hopefully you'll get a call back (in a reasonably timely manner) once you leave a message. I think these guys need a lesson in business management. For the last 2 days, I would have been better off with a 14.4 dialup, and instead of a system status message when calling the tech line, all I got was a " I can't come to the phone now, leave a message " message, and then later nothing because the message box was full.
I depend on my connection for my business, and this has become increasingly less reliable as time has gone on, forcing me to investigate other wireless options (because of our location) at greater cost, but certainly with greater reliability. My recommendation is that if all you want to do is surf the internet, and won't be bothered by frequent downtime these guys are ok, but if you depend on the internet for your business, avoid them like the plague, pay the extra $100 a month and go with Hughes or something similar.
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Review by Chaboya
member for 6.8 years, 33 visits, last login: 5.9 years ago
lodged 6.8 years ago
- Hollister,San Benito,CA
- $74 per month
- (12 month contract)
- "When it works it is fantastic"
- "Horrible overall service, many lies from owners"
- "Use them at your own risk - not reliable in the least"
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When this ISP is up and running they are great, when there are issues it totally sucks. They would do work on their equipment during business hours 9-5, and not warn the customers in advance, we were down for 3 weeks straight because the lines were majorly oversusbscribed. At one point we were getting less than a 14.4 connection despite paying for high speed, vile service. Hours and hours of downtime, this was not normal latency, it was terrible. The owners and the office staff have all behaved on many occaisons extremely unprofessional. The staff that does the work at the houses are very nice, and I never had issues with them, but they even agreed the owners don't know what they are doing. Do not expect phone calls back from this company, they do not return calls unless you threaten to leave their company. Better yet, communicate only in writing with these people, because they will say they'll get back to you and then will not, and you'll have ammo when communicating. Also, I encountered many blatent lies from this company, the owner of the company couldn't even his own lies straight with us, total unprofessionalism. Let me reiterate: get everything in writing, then you will be able to decifer their lies from the truth. They will promise say things will be better soon, but they never did get better. We spent more time being down than up. Do your homework: Talk to other customers before you go with these people to get a true picture of what is going on. I wanted to be a happy customer, I wanted reliable internet service, they did not deliever.
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