 BelinrahsI have an ego the size of a small planetPremium
join:2007-09-07
Nashville, MI
 ·FreedomNet Wirel..
·Millenicom
1 edit | Speed cut due to usage So just yesterday morning my Sprint MBB connection was connected as usual, though it was unusually slow, pretty much exactly half what it was the day before at the same times. I decided to call Sprint's tech support tonight, finally, and use the info I had on my Millenicom "packages" page for credentials, which is perfectly legitimate to use. Sprint accepted it OK and after a few minutes of looking, it went something like this:
"Agent: OK, so your speeds are definitely slow, Mr. Castle. I know that. Just a second.
Me: Oh, definitely slow? So you found something?
Agent: Yes. OK, look. It looks like you're on one of our older plans that is unlimited and doesn't have overage charges, however due to the usage you've incurred, the Sprint PCS network has automatically slowed down your aircard. You have used about 31 gigs of bandwidth over the past 3 months.
Me: Oh, great..
Agent: However what I can suggest is that we have you sign up for our regular Mobile Broadband package, which has 5 gigabytes of monthly usage (comment: how about HELL NO!) but does have overage rates incurred if you go over that. You won't, however, be slowed down after 5 gigs.
Me: Unfortunately, that isn't my decision. The account and aircard is owned by a reseller called Millenicom.
Agent: I can offer you a promotional rate...
Me: I think I'd better contact Millenicom and see what they think about this.
Agent: OK, thank you for contacting Sprint Technical Support! Thank you for your business, and good night.
Me: Bye."
HE THOUGHT I WAS DENNIS CASTLE! I never even said that name to him. Hahaha...
Basically you get the idea. I doubt this is anything new to some of you..anyways, so I called up Millenicom and got the guy who sounds like he has the Tennessee accent (They clearly don't have very many people on duty for MCom. I've talked to him at least 5 times over the course of having MCom..) He sounded a bit concerned and asked if I had received any letters from Millenicom about the usage I've incurred; I haven't gotten anything. So anyways, he had me run a Speed Test at speedtest.net and this is what I got:
Anyways, he's sent me to whatever the next tier is and I should get a call. The CSR guessed that they'd have me reactivate the modem.
Now, reactivation usually works, but if it's the account that's affected by my overage, I'm simply redoing something that's already throttled down. I'm hoping that they can reactivate my Franklin with a different account and send me on my way. I'd be posting on here with words of joy 
I'm posting here to see if any of you more veteran MCom customers can give me some advice as to what else I can do. I'm debating whether or not to ask whoever calls me up next to give me a different account and numbers to activate with, however I wonder if they've caught me in the act of DOING MY JOB, which involves downloading larger files. I went with Millenicom who TOLD ME I could download as much as I want! They'll get an earful if they tell me I used too much bandwidth when they told me different when I ordered.
Thanks for the help - looking forward to your comments.
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Sprint MBB thru Millenicom - Franklin CDU-680 modem, connected to a 32" Omni antenna. And still waiting for some REAL internets. |
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| Man, if they got you for using 31GB over the last three months, I can only wonder what they're going to do to us. 
Still going strong though:
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1 edit | reply to Belinrahs
hmm, i use over 30GB a month and still nothing from sprint. Only slow downs i get is from tower load.
So it looks like mcom users are under a different plan than normal sprint users. |
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| reply to Belinrahs
Please allow me to ask this for myself and others.
What (where) is:
'Millenicom "packages" page'??
I have not seen this term used before on the pages.
Thank you. |
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 Jack_in_VAPremium
join:2007-11-26
Mathews, VA
kudos:1 | reply to Belinrahs
said by Belinrahs:"Agent: OK, so your speeds are definitely slow, Mr. Castle. I know that. Just a second. Me: Oh, definitely slow? So you found something? Agent: Yes. OK, look. It looks like you're on one of our older plans that is unlimited and doesn't have overage charges, however due to the usage you've incurred, the Sprint PCS network has automatically slowed down your aircard. You have used about 31 gigs of bandwidth over the past 3 months. Me: Oh, great.. Agent: However what I can suggest is that we have you sign up for our regular Mobile Broadband package, which has 5 gigabytes of monthly usage (comment: how about HELL NO!) but does have overage rates incurred if you go over that. You won't, however, be slowed down after 5 gigs. Me: Unfortunately, that isn't my decision. The account and aircard is owned by a reseller called Millenicom. Agent: I can offer you a promotional rate... Me: I think I'd better contact Millenicom and see what they think about this. Agent: OK, thank you for contacting Sprint Technical Support! Thank you for your business, and good night. Me: Bye." HE THOUGHT I WAS DENNIS CASTLE! I never even said that name to him. Hahaha... I would guess that all Sprint has is Dennis Castle on the whole block of accounts he purchases from them. Sprint would have no need for individual names of Millenicom customers just the numbers for each modem. I called Sprint on a tower problem and they did not have my name or address in their system but did have the modem information for the account which allowed them to address my problem.
Given that Millenicom does not have any control over Sprint or Verizon throttling as they control their networks, your only hope is for Millenicom to give you a new account which Sprint would only see as a new Millenicom user. The cap threat by Sprint would still be there. |
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BelinrahsI have an ego the size of a small planetPremium
join:2007-09-07
Nashville, MI Reviews:
·FreedomNet Wirel..
·Millenicom
| reply to nuoldfast
said by nuoldfast:Please allow me to ask this for myself and others. What (where) is: 'Millenicom "packages" page'?? I have not seen this term used before on the pages. Thank you. At »members.millenicom.com/members
Log in using your MCom login and password you entered @ signup.
Now on the top toolbar under Client Info click packages.
You'll find all the info for your aircard you could need 
said by powerspec88:hmm, i use over 30GB a month and still nothing from sprint. Only slow downs i get is from tower load. So it looks like mcom users are under a different plan than normal sprint users. Sounds like I was just the unlucky one. And you're on a better tower, I've NEVER gotten speeds like that, but that's likely just because I'm on a rural Sprint tower that has one T1 run to it.
By the way, for those of you who wanted to follow this little story of mine - Millenicom never called me back. So much for "the higher-up guys will call you up in a couple hours to help out".
I'm getting sick of Millenicom's lack of willingness/attempting to follow up when I need help. They used to be AWESOME!
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Sprint MBB thru Millenicom - Franklin CDU-680 modem, connected to a 32" Omni antenna. And still waiting for some REAL internets. |
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Jack_in_VAPremium
join:2007-11-26
Mathews, VA
kudos:1 | I see you are or were a Hughesnet subscriber. When Millenicom gets that bad then I will start to worry. |
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BelinrahsI have an ego the size of a small planetPremium
join:2007-09-07
Nashville, MI Reviews:
·FreedomNet Wirel..
·Millenicom
| said by Jack_in_VA:I see you are or were a Hughesnet subscriber. When Millenicom gets that bad then I will start to worry. We're half wondering, if MCom can't resolve this issue for us, whether we want to get Hughes back. The modem and sat are still on the house and fully hooked up, the modem just isn't connected up to power. I do hate to go back though because I bought both a Cradlepoint and a 32" omni for this Sprint system. I don't want to put it all to waste.
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Sprint MBB thru Millenicom - Franklin CDU-680 modem, connected to a 32" Omni antenna. And still waiting for some REAL internets. |
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BelinrahsI have an ego the size of a small planetPremium
join:2007-09-07
Nashville, MI Reviews:
·FreedomNet Wirel..
·Millenicom
| reply to Belinrahs
Update:
I'm about to call Millenicom and question them as to WHY they haven't followed up on yesterday's phone call. I'm considering calling directly to the higher tier, I've seen the phone # on this forum in the CDU-680 not working thread. I'll give them the bottom line if they decide they don't want to reactivate my Franklin with a new account.
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Sprint MBB thru Millenicom - Franklin CDU-680 modem, connected to a 32" Omni antenna. And still waiting for some REAL internets. |
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Test99Premium
join:2003-04-24
San Jose, CA
kudos:1 | reply to Belinrahs
Here we see once again an Internet provider's folly: claiming to provide "unlimited" service, when in fact they cannot provide unlimited service. You relied on their word and made financial commitments accordingly.
It was not your responsibility to determine that they could not deliver what they promised. But now they have changed the ground rules without notice, leaving you with the responsibility to figure out what to do next.
That there are two levels of providers involved, each able to point a finger at the other, doesn't change the misrepresentation. One wonders what it will take to make Internet providers purge this word "unlimited" from their vocabulary. |
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 dMarksMelting Faces For FunPremium
join:2007-02-09
Jackson, MI
 ·Comcast
| reply to Belinrahs
said by Belinrahs:Update: I'm about to call Millenicom and question them as to WHY they haven't followed up on yesterday's phone call. I'm considering calling directly to the higher tier, I've seen the phone # on this forum in the CDU-680 not working thread. I'll give them the bottom line if they decide they don't want to reactivate my Franklin with a new account. I think those numbers now direct you to the tech support center. After the whole CDU issue they probably got slammed with calls at their main office and don't want that happening again.
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Windows XP Pro SP3 / Windows 7 64bit RC|AMD Phenom X3 8650|Asus M3N72-D Motherboard|4GB Patriot PC2-8500 1066MHz RAM|EVGA GeForce GTS 250 1GB Ram Superclock Edition |
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Jack_in_VAPremium
join:2007-11-26
Mathews, VA
kudos:1 | said by dMarks:I think those numbers now direct you to the tech support center. After the whole CDU issue they probably got slammed with calls at their main office and don't want that happening again. The CDU fiasco was Sprint "terminated" a bunch of us for whatever reason that I haven't figured out. In my case Millenicom had to establish a new account for me. Sprint does not have my name or address. Just the numbers in the CDU identifies my account to them. Thank god as Sprint so far is not as bad as Verizon.
Evidently Sprint and Verizon are putting the squeeze on Millenicom and MC is caught in the middle between the upstream carriers and their customers. |
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BelinrahsI have an ego the size of a small planetPremium
join:2007-09-07
Nashville, MI Reviews:
·FreedomNet Wirel..
·Millenicom
| reply to dMarks
said by dMarks:I think those numbers now direct you to the tech support center. After the whole CDU issue they probably got slammed with calls at their main office and don't want that happening again. That's correct. There's now an automated answer on that line and one of the selections now transfers you to their basic tier 1 support line.
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Sprint MBB thru Millenicom - Franklin CDU-680 modem, connected to a 32" Omni antenna. And still waiting for some REAL internets. |
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BelinrahsI have an ego the size of a small planetPremium
join:2007-09-07
Nashville, MI Reviews:
·FreedomNet Wirel..
·Millenicom
1 edit | reply to Jack_in_VA
Here's what Millenicom's come to, wrapped up in a live chat transcript with MCom. Credentials/personal information removed to protect myself. In one message he apparently copy/pasted the subject of my support ticket to my chat for me. I changed my name to John Smith and my phone number to a fake one - wanted to protect myself yet show a demonstration of how things seem to be handled in their system. Looks like email?
Me: Hello! Tech: Ill look the case up just one momant Me: thank you Tech: we escalated the issue as requested last evening and have yet to receive a response. I do apologize. Tech: I have resent it to service for a resolve Me: OK, thank you - when can I expect to be contacted, and if I'm not contacted when I expect, whom should I contact? Tech: I would have hope that you were contacted yesterday and as I can hear that did not happen - Me: Correct, I received no phone call yesterday from anybody Tech: Can can reach service at Phone: 800-996-1285 I honestly do not know if they are taking calls this evening Me: Should I call them now or wait a little while before calling that number? Tech: You are welcome to try it, if they are not available the call comes to our call center Me: OK I remember calling that number, should I press any specific number on the automated voice to get to the correct person ? Tech: sales always takes a priority Me: I may have to give that a shot. That isn't a bad idea. But anyways thanks for the help, I'll try that number. Tech: I wish I could do more, thank you Me: I was transferred to another automated service and just pressed 2. Me: i think it's your call center Tech: most likely Me: is there anything I should say to reference my problem/ this chat to whoever answers? Tech: Don't hold, there is nothing he can do Tech: Same center as I am Me: OK I've hung up Tech: I have re escalated it with a double priority Me: that will possibly give me a quicker call back ? will this issue be resolved tonight do you think? I start working again on Monday and fast internet is appreciated Tech: As in all things, moving the issue to someone else I can't speak for - Tech: this is an odd case though - Me: from what I can tell it only affects this device and account . my friend's device, same device, same tower and also Millenicom, his device is much faster than mine, even before this issue began Me: even on the same computer using same settings . Tech: That is what is odd and for you to call Sprint and talk to someone about a millenicom account is well .. not the norm Tech: We may have a defective device there Me: Is it possible you could put that problem down on my ticket you escalated? that is a problem I also need solved as it seems to be seperate from the whole "half-speed" thing I'm having. Tech: These accounts are not listed with Sprint as "you",.. but they are our accounts. we are free to issue them to whom ever - so hypothetically you do not exist with Sprint - got me? Tech: I will copy this chat to your ticket. Yes Me: Yes I understood. I apologize for calling Sprint. Tech: Again it might be a defective antenna in the device - Me: I was confused why Sprint called me Mr. Castle Tech: Ahhhhh LOL Me: Hey, at least you're laughing about it and not claiming fraud/identity theft.  Tech: Well stuff happens and Portland service deals with these accounts - we do not. I am sorry that we haven't gotten a response yet. Tech: You might try emailing service@millenicom.com Me: I'll probably send them an email if I don't get a call. Unfortunately every time I call and get escalated, I never get a return call. But thanks for the help, it certainly is not your fault, it's somebody else's Tech: Well I take ownership, as I am the one that talked to you. Unfortunately I do not have the answer. Me: I suppose I'll give it 2 or 3 hours or so and see if I get a response . . . the phone number they should call is, I believe that's what you have. Tech: I hope that the 2nd "has anyone seen this" escalation will get some attention Tech: Subject: Re: [ ~27020 ] John Smith - (123) 456-7890.did anyone see this one? It the heading in your ticket Me: looks like the right phone number. Tech: And that goes to the entire Millenicom staff as a CC Me: Hey, if anything gets their attention, it's that Tech: Thanks for your patience in this matter. and Happy 4th! Me: Happy 4th to you too !
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Sprint MBB thru Millenicom - Franklin CDU-680 modem, connected to a 32" Omni antenna. And still waiting for some REAL internets. |
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BelinrahsI have an ego the size of a small planetPremium
join:2007-09-07
Nashville, MI Reviews:
·FreedomNet Wirel..
·Millenicom
| reply to Belinrahs
Question: I just talked on here a little while ago to somebody who said they double-escalated my ticket. I'm getting rather disappointed with the lack of service, I have never gotten a phone call back when I've been escalated, at least in a timely manner. I need you to tap into some higher resources, i.e. calling somebody directly, and get me some help ASAP!
Me: Hello - I need help with my issue ASAP, I have not received any call from Millenicom and it is pretty critical that my internet resumes speed soon. I do have other options I can look at but it's my preference to stay with millenicom.
Me:
hello? Anybody there?
Tech:
yes
Tech:
we have got no response from the ISP ,at this time
Tech:
when millenicom response ,we will let you know.
Me:
I understand that you did contact them but they're really taking forever to respond. how long do they really take to respond to these??
Tech:
i don't know when
Tech:
hopefully soon
Me:
Alright...this is pretty disappointing. I guess I'll be waiting more, thanks for your help.
The epiphany of my disappointment with Millenicom, once again wrapped up into a teeny ball of "chat transcript". I will continue to fully document my experience with Millenicom and Sprint on this thread as it happens. As you know, I've yet to receive any word from them.
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Sprint MBB thru Millenicom - Franklin CDU-680 modem, connected to a 32" Omni antenna. And still waiting for some REAL internets. |
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BelinrahsI have an ego the size of a small planetPremium
join:2007-09-07
Nashville, MI Reviews:
·FreedomNet Wirel..
·Millenicom
| reply to Belinrahs
I just got a call from Millenicom. Basically what I was told is that I "compromised" Millenicom by calling Sprint directly and I violated Millenicom's contract with Sprint by doing so. The woman on the phone said that her and Dennis Castle have been speaking about this issue and that he's trying to work something out with Sprint about this. I should receive a call.
So I decided to go to my agreement with Millenicom which you too can find at »millenicom.com/tos.html . Not a whole lot there. I couldn't find anything about calling my provider directly..if they don't want us doing so, they should put this in the TOS.
Anyways, the woman on the phone told me, upon my sincere apologies for placing that phone call to Sprint, that if I wanted to talk to Dennis Castle that I should send an email to him. I actually do feel rather bad if I caused issues with Millenicom and its' relationship with it's uplink providers.
If using a mere 30-31 gigs over 3 months is a crime that requires this much talking and waiting on my part and causes a violation of some time of contract...to-home providers like AT&T for local DSL really needs to hurry up out here. I don't want to have to deal with this again.
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Sprint MBB thru Millenicom - Franklin CDU-680 modem, connected to a 32" Omni antenna. And still waiting for some REAL internets. |
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dMarksMelting Faces For FunPremium
join:2007-02-09
Jackson, MI Reviews:
·Comcast
| reply to Jack_in_VA
said by Jack_in_VA:said by dMarks:I think those numbers now direct you to the tech support center. After the whole CDU issue they probably got slammed with calls at their main office and don't want that happening again. The CDU fiasco was Sprint "terminated" a bunch of us for whatever reason that I haven't figured out. In my case Millenicom had to establish a new account for me. Sprint does not have my name or address. Just the numbers in the CDU identifies my account to them. Thank god as Sprint so far is not as bad as Verizon. Evidently Sprint and Verizon are putting the squeeze on Millenicom and MC is caught in the middle between the upstream carriers and their customers. Yeah, I know about the CDU issue, happened to me as well. Since they never sent me the Pantech device when they said they would, I had to call them back and get the new MDN/MSID# to reinstate my device. I believe the two theories that were most prominent about that whole deal was either Millenicom had planned on switching things over to the Pantech but Sprint jumped the gun on shutting the CDUs down, or that it was just out of the blue and Millenicom was caught off-guard by Sprint.
I'd probably go with the first one, since Millenicom did have the Pantechs on hand to start issuing out to customers. If you recall, they first tried to pass it off as a device failure. I was told that on the phone when I called, and a bunch of us here were told that as well. We only found out later that we could actually get them turned back on, but by then the majority of us already received the Pantech. I count myself lucky that they never got around to shipping one to me.
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Windows XP Pro SP3 / Windows 7 64bit RC|AMD Phenom X3 8650|Asus M3N72-D Motherboard|4GB Patriot PC2-8500 1066MHz RAM|EVGA GeForce GTS 250 1GB Ram Superclock Edition |
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BelinrahsI have an ego the size of a small planetPremium
join:2007-09-07
Nashville, MI Reviews:
·FreedomNet Wirel..
·Millenicom
| reply to Belinrahs
It's a new day, and time for a new speedtest. Browsing seems still sluggish but we'll see what the test says.
Well...story of my life:
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Sprint MBB thru Millenicom - Franklin CDU-680 modem, connected to a 32" Omni antenna. And still waiting for some REAL internets. |
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BelinrahsI have an ego the size of a small planetPremium
join:2007-09-07
Nashville, MI Reviews:
·FreedomNet Wirel..
·Millenicom
| reply to Belinrahs
Just as comparison, here's with a different aircard/different account, but same computer, antenna (omni), and same place and tower.
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Sprint MBB thru Millenicom - Franklin CDU-680 modem, connected to a 32" Omni antenna. And still waiting for some REAL internets. |
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| We appreciate your details here.
Do not for a moment think of apologizing for your efforts- to anyone.
Millenicom is a poorly run operation. Over the past year it has deteriorated in customer support, communication, and device reliability.
You, and all Millenicom customers, deserve better.
Millenicom will not admit fault to anything.
Millenicom wil not attempt to make reparations for it's failings/blunders.
It appears not to give a rat's patoot about any one customer.
The corporate "philosophy" at Millenicom appears to be something along the line of "(Bleep) 'em. If they don't like it, let 'em go elsewhere".
Some of us do have alternatives to Millenicom.
Make a formal complaint to the Oregon Better Business Bureau.
Go to Ripoffreport.com and tell your tale.
Help others be better prepared if they dare to try any of the MBB offerings.
Thank you for your postings.
Good luck. |
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