ComplaintsforMercury Network Corporation

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We run a business out of our home and when we woke up this morning we found we dont have internet. I waited to see if it would come back on and didnt. We tried restarting our router and restarting the system and that didnt work either. So I called Mercury Network at 11:11 and spoke to someone in technical support. He also had me unplug the black box both the power and the cable that goes directly to the radio on our roof. He ran a test after both times and said that our radio hasnt tried connecting to their tower since about midnight- and they would need to send a technician out to look at it. I told him it needs to be today because we run a business out of our house and I cant do any of the work that I need to. He said he cant get anyone here until January 6th- which I said is unacceptable especially since we pay a monthly fee for service protection that is supposed to guarantee faster service if we go down. He again said he cant get anyone here until January 6th. I called back at 2:59 to ask what the status was and spoke to someone else. He said that he would create a ticket and escalate it, but then it wouldnt allow him to create a ticket. He also said hes only Tier one and cant see anything about if the radio is connecting. I asked for a number to contact someone who can and he said he couldnt give me that information. He took my email and number and said someone would contact me, but doesnt know when. Now I cant do any of the work that I need to for our business, we cant use our streaming services, and we have to use data on our phones. So we are paying for services that we cant use because they wont send a service technician out even though we pay $4.99/month plus sales tax for service protection.

  Business response

  01/04/2022

  The customers connection went down 0100hrs on 12/31/21 and was restored  2300hrs on 1/1/22.  When the customer initially called in she was given a repair date of 1/6/22 and marked as available earlier.  The customer called in on 12/31/21 to let us know that service was down.  Attempts were made to get the connection up and working remotely and the customer insisted that we come out that day.  We were fully booked that day and could not make it to her home.  After further investigation it was also determined that this was a tower side issue and not an issue with the equipment at her home.  The customer was contacted on 1/3/22 and confirmed that the connection had been up and working for the last 2 days.  She was informed that the issue that caused her connection to drop was a problem at the tower and it would require a tower crew to climb the tower to address the issue.  She was informed that this was scheduled, weather permitting, for 1/5/22 and that we would not need to come to her home.  She asked about credit for the time her connection was down and she was informed that we would issue a credit for the two days that she did not have service.  She asked about credit for having to use data on her phone and I told her that I could only issue a credit for her down time.
  
  Regarding the Service Protection Plan that she mentioned. There is no guaranteed service repair time frame allotted in the plan.  Below is the context of the Service Protection Plan taken from the service agreement.

  Service ************************************* replacement on failure and prioritized repair INCLUDED over customers without service protection plan some restrictions apply, see agreement for details
  
  
  Service ************************ calls to Customer's location will be prioritized but with no guaranteed timeframe.

   

  Customer response

  01/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me- they have emailed me since their response and said they issued a 15 day credit to my account. I feel this is more appropriate because after our service was up for two days, it went down for another two and a half days. 
  
  Regards,
  
  *************************
  

*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. ↩