Charged over $1000 for service that was totally unusable
I got this service for my wireless thermostat and mostly ipad browsing usage, with hopes of every now and then downloading a movie from my on demand TV service. The first couple of days I could browse on my ipad fine, never tried anything more robust, then after the first couple days, I couldn't even load google or facebook. I thought it was a fluke, and let it go for the first month. I then called the second month when I still couldn't access any internet (wouldn;t even connect to my thermostat which uses miniscule data), and I was told I was using all of my data on day 1. Not sure how that is possible since I am in a rural area with no neighbors and I was unable to access anything internet related, but I said ok, I will reset my password on my router anyway. 5 more gigs were added to my account, which worked for 5 minutes, then again, I was unable to connect. I called again later and was told that all my data was used again, and there was nothing anyone could do to help me. So I totally unplugged everything from the modem and went and bought a data plan from my cell phone carrier to run my ipad. So I was trying to pay $89.99 per month hoping something would work out and I could at least run my thermostat with this service, and months later again, nothing. I called to try to correct the issue again, but was told again, there would be 5 gigs added and we could use that to hold us over until the new billing period. New billing period, again all data was used on day 1 with nothing plugged into the modem, so I finally called to cancel. I am done, I have had it with paying almost a hundred dollars for a service I cannot use. I paid this faithfully for 8 months, and never asked for a dime of what I had already paid back, but I did ask that the termination fee be waived. I was told that was not possible, so I looked up the corporate address to send a formal letter to waive the $400 termination fee. Again I was called and told the fee would not be waived. I now have a BBB complaint open, but not expecting any different results. This is a really terrible way to do business and a way to get customers to tell all their friends and families NEVER to use this service! Now I received the box to return the equipment, I was expecting to return the modem, but now I am also told I have to hire a professional installer, again at my expense, to remove part of the satellite??? Are you kidding me????
I did try all avenues I was aware of, but didn't find out about this one until I got the request to complete a survey (HA!) today. The thermostats are awesome, I got an ecobee, but it was down to the nest or ecobee. The ratings were just a touch better for the ecobee when I got it several months ago.
Welcome to the community, definitely wish you had found us sooner. I'm sorry if this has been frustrating. Although I am not sure what we can do at this point. I'd like to take a look at your account and case history further. If you don't mind posting a recent case number or the modems serial(if you still have it), maybe there is something we can do. Hope to hear from you soon.