ComplaintsforCyberonic Internet Communications, Inc

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about 07/20/2024, my internet went out, I called them everyday for 4 days they finally sent out a new Sim card which took 4 days to arrive. It arrived coveted in an oil of some sort, it didn't fix the problem, I called them again on a Sunday they were to escalate it to tech support and call me on Monday. I called them at 11 am est on Monday and finally they called me back at 12est. I again did everything they asked including taking the modem into town and plugging it in at a store there. They decided to overnight me a new modem which should have arrived on Tuesday but is scheduled to arrive on Saturday. Meantime I work from home and am about to lose my job because I have no internet and can't work. We pay them 249.00 a month for internet. And paid them 500.00 for start up.

  Business response

  08/06/2024

  Thank you for bringing your concerns to our attention. We take all customer issues seriously and appreciate the opportunity to address your experience.
  
  After thoroughly investigating your case, we've identified that the root cause of your internet issues was an infected computer network causing wireless modem over-utilization. We understand how frustrating this situation must have been, especially given its impact on your work-from-home arrangement.
  
  We want to clarify a few points:
  
  1. We responded to your concerns by sending multiple equipment replacements to resolve the issue, including a new SIM card and modem.
  
  2. Our technicians worked diligently to identify the problem, which was ultimately traced to a virus on your computer. We appreciate your acknowledgment of this fact.
  
  3. Regarding the charges you mentioned, we want to assure you that we have never charged $500 upfront or $249 per month for our services. We kindly ask you to review your bank statements, as the amounts you've cited do not match our records. We have provided detailed billing information to help clarify any discrepancies.

  If you have any further questions or need additional clarification, please don't hesitate to contact me directly at *************** or ****************************** I'm here to assist you and ensure all your concerns are fully addressed.
  
  Thank you for your patience and understanding throughout this process. We value your business and look forward to continuing to serve you.
  
  Sincerely,
  ****
  Manager
  

  Customer response

  08/15/2024

  1. I never had a virus

  2. I lost my job due to the slow internet

  3. I canceled there service yet they still billed me for the month of August and told me if I don't return their equipment within 2 weeks they will charge me for the equipment also.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been doing business with them for a few years, I have had a problem with a specific date each month for about a year. My H3733353532**303434H will go down and will redirect to AT&T prepay telling me that I don&#**;t have any data available. I don&#**;t have AT&T. Then the next month it will be on the 27th. This has been going on for a while. I asked for an adjustment on my bill. They said they will change the password on my router, change the password again, none of this worked. They sent me another router then they said they didn&#**;t get the old router I sent back. This month they send me an email saying I am going over my usage. The first person said I was using 1 terabyte of H3733353532**303434H, then I was told I was choosing 2 terabytes of H3733353532**303434H. I think there is something wrong with the router. This morning they turned off my H3733353532**303434H and told me that they no longer want to do business with me. Their customer service is in ***************, I think. I demanded I speak with someone whose primary language is English, told me I was rude and used excessive language. I don&#**;t understand this ongoing issue. I am out of the $250 with no service. This puts a lot of trouble on rural residents. I would like to have a better adjustment than $140.00, reimbursement for the time I have been out of the H3733353532**303434H for the last year. My H3733353532**303434H is my only entertainment. This was a hardship on me when I pay my bill regularly. Nothing has changed in the last 2 months until I started complaining and got this new router that was connected.

  Business response

  05/22/2023

  We have already emailed a prepaid postage label to this customer and explained her refund. We will issue a refund to her card upon receipt of our equipment. All this information was emailed to her.

   

  ****

  ************

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for their service of internet provider based on their ability to provide effective upload speeds. They were unable to meet the needs, and I requested to cancel the service. This was done, however, I was not refunded the equipment cost because they stated that an antenae was missing in the box, when I know it was included. They stated that they have recorded messages to me about this not being eligible for a refund; however regardless, the right thing to do is refund my money when I was not able to ever use their service. Also, I even stated just reduce the refund by the cost of the dinky antenna, and I received no response. They said they would contact me back multiple times, and never did. I am very unhappy with this company and would like this situation addressed.

  Business response

  03/29/2023

  Your credit card company does not allow us to issue you a refund. So, we mailed you a check, which you should receive soon, as you were notified in our earlier emails. Please feel free to contact me directly if you have any questions.
   
   Thank you.
   
  Sincerely,
  Dave
  Cyberonic Customer Service
  ************

• Initial Complaint

  02/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 8, 2022 I suffered a total loss house fire. On that day I called and cancelled my internet and also informed them that I was not able to return their equipment. That same day I received an invoice for 150$ and was told I had to pay. I informed them that my insurance would handle all claims. On February 9th, 2022 without authorization they charged my account the 150$.

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/02/16) */ Please contact your insurance company and file a claim. We can not contact your insurance company due to the privacy protection issue. We will work with you. If you need anything else, you may reach me directly by calling ***-***-**** x* My best, Rana Customer Relations Consumer Response /* (3000, 7, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already have supplied the State Farm claim number it is not my job to contact my the insurance and file the claim it is the companies wishing to file the claims responsibility.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our internet stopped working after about a year of service. During a period of about 23 days, Cyberonic sent a new modem, 2 sim cards and then another new modem before our service was restored. During this time, we paid for service that we didn't have. We were promised over the phone that we would receive a return label for the equipment and a refund for the days that we didn't have service. I finally paid out of pocket to return the equipment after several weeks and numerous phone calls regarding not receiving a return label and I still haven't been contacted regarding a refund for days without service. Each phone call they claim to open a new ticket but state there is no one in that department that I can talk to. We are out at least $118.50 for lost service time and $18.50 for returning the equipment since we couldn't get anyone to send the prepaid return label as promised. We would like a refund of $137 on our account as previously promised.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/21) */ Sure, off course. We have already credited you and have sent you a return label. Please call me at ***-***-**** **. Thank you. Rana Consumer Response /* (3000, 8, 2021/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Credit of $105.63 doesn't cover 23 days. $114.23 does. And it cost me $18.26 to send the equipment back because I called 6 times and could never get a shipping label sent. Someone claims to have sent it to my printer and it wasn't in my email or spam. Yet I've received all of the rest of your communications. I've been shorted $26.60 between down time and shipping. And every time I called they stressed that I needed to hurry up and ship the equipment back before I was charged $300 each. Yet they couldn't connect me with anyone that could help. Just create a ticket. Business Response /* (4000, 11, 2022/01/04) */ I have called and have already credited you and have sent you a return label. Please call me at ***-***-**** **. Thank you. Rana

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩