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Review by mchristisen
Good "Access to internet in remote areas"
- Location: Valley Mills,Bosque,TX
- Cost: $63 per month
- Install: about 7 days
Bad "Absolute worst billing department I have ever encountered"
Overall "If you like receiving monthly calls accusing you of being late when you're not then go for it!"
|Pre Sales Information:|
Value for money:
I initially signed up for the 7M plan but AirNet LLC was unable to provide this connection speed despite there efforts to resolve it. Finally I told them to just put me on the 3M plan, no biggie, 3M is plenty of speed and thats what I was getting anyway. Here is where the fun began.
I received a call that I had double paid an invoice. I told them I had no record of me double paying over multiple phone calls. But they insisted I had and instructed me not to pay the next month. The invoice for the next month even showed that I owed them zero dollars. Great, a free month for their screwup. But oh what a fiasco it has caused. Every month I received calls that I was behind and how my account was a mess. I would have to explain each and every time that I was not behind and they would agree and say never mind forget we called. End of August arrives, a new girl is in charged of billing and she calls because my account is a mess and wants to know what is going on. I explain again. She says OK, everything is fine.
My first round of bill paying comes up in September but I had not received an invoice from them. I want to make sure that everything is fine on the invoice before I pay. It's fine I say, the invoice will arrive and I'll pay it if it looks right. If it doesnt arrive the issue will likely not get looked at until the next bill paying round which coincides with my payday. The invoice never arrives. My service is cut off one day before my next bill paying day.
Service in September had not been the best. By the end of the second week there had already been a 36+ hour outage. So when I call to see when service would be restored on the second outage of the month I was informed that Jack cut off all his non-paying customers and that I would not be reinstated until I was current.
Not being at home I told the lady that I am sure I paid as always and this is likely an artifact of my supposed double billing. Oh well she says, you will need to be current before service can be restored. I quickly called home and asked my wife to pull up our bills database. She told me the AirNet LLC payment for september was in the database but it shows not paid. Then I remembered, thats right I was waiting on an invoice to verify the account was fine.
No matter, Jack was supposed to call and I would get this all cleared up. Jack never called as he said he would. In the mean time I can not go without internet access as I have customers to take care of and bills to pay. I sign up for another ISP to be installed. I send Jack an email stating that I was tired of the constant billing problems and that I was switching to a new ISP unless he could figure out a way to fix this for good. He responded with the most arrogance I have ever encountered stating all kinds of praise about his accountants and billing depart. How his old billing person made all these errors but he has someone new and they are great. According to them I have been late for months and he is tired of it.
This whole experience is by far the worst I have ever encountered with a company in my entire life. I expect the following things from my ISP: Good Uptime, Delivery of promised speeds, and accurate billing. They have failed miserably at providing my accurate billing. I have been harassed about being a non-paying customer when I have been just the opposite. On the contrary they have been a complete nightmare when it comes to billing. I find it interesting that while they only have one complaint against them at the BBB, it involves billing. Well they are about to have two.
******* UPDATE ******** Jack Ferguson has had a several employees quit due to his non-sense. And now he has had to state on Facebook that his outstanding billing reports were inaccurate. What a joke! www.AirNetStinks.com
member for 1.9 years, 39 visits, last login: 1.4 years ago
updated 1.6 years ago
Review by skybummed
Good "Fastest service in my area. Very responsive tech-support"
- Location: China Spring,Mclennan,TX
- Cost: $84 per month
- Install: about 14 days
Bad "Still suffering from some down-time BUT respond to calls, act quickly"
Overall "Definitely the best thing going in our area. The owner and his tech guys really strive to make it perfect"
|Pre Sales Information:|
Value for money:
AirNet, LLC has been our provider for about 6 months. Finally (not finally as in 6 months later, but "finally" as in there is an alternative in our area), we are able to stream movies from Netflix and Amazon. I can upload photos to Flickr without having to wait and wait. Software updates are no longer a pain to wait through. And when the network is down and we contact them 1) a real person (often the owner) answers the call 2) usually he already knows and is resolving the issue or 3) if he didn't know, he gets right on it. (sorry, but I hope its ok to mention GOOD individual staff members). They will even text when there is a schedule maintenance outage.
I'm fuzzy on this part (wasn't home for the install): I believe they install a receiver on our roof which feeds into our router.
My husband works from home and often has to log-in remotely to companies he consults with. This is no problem. We are a very 'digital' house with iPads, AppleTV, streaming Netflix, etc. I do a lot of photo uploading as well as online courses. No problem.
Yes, $84/month is high, but not when you consider what is available in this rural area. We are glad to pay it. We get 5Mbps consistently and 10 Mbps bursts. OK, I really don't know what that last bit means, but it is sufficient for this geeky household.
AirNet is not perfect...they have their downtime...but it rarely lasts long and you KNOW they are working on it.
Oh...my mediocre rating for the install process was because we had an Apple Airport router and either they were fuzzy on making it work with their system or there truly was an issue with the router. But we went with a Cisco dual band and they helped set it up and show us how to manage that bit of it ourselves. It would have been nice to be able to use our existing router, but not a deal-breaker.
member for 3.3 years, 5 visits, last login: 2.4 years ago
updated 2 years ago