Internet providers in Nephi, UT

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Min L | 07-25-2023

Verified User

This company is just difficult to work with. We are a regular household that pays for the base internet package and the treatment we have received reflects what they think of their base customer. Centra Com's prices are a little lower than other companies, but you get what you pay for. Their customer service is awful! Our internet consistently goes out in the evenings and often runs slowly (slower than the upload/download speeds we pay for) during the day. When we called to see if anything could be done, they just said “those are peak usage hours, and it's to be expected”. Another time I called to try and get customer service help on their 24-7 open all 365 days line after our internet had been out for several hours (which happens after every power outage), when no one answered I left a message. When I did not receive a call from them the next business day I called back and was told that obviously, the 24-7 / 365 didn't actually mean 24-7 / 365, and it was unreasonable for me to expect to be taken care of the outside of regular business hours. Then we were told that there was nothing wrong with the internet, that it was working again so call them again when it wasn't working. ... yeah. We did call them back again when the internet had stopped working after the next power outage, and the 24-7 line did answer this time, but they couldn't fix our problem over the phone so we had to wait another two days for a technician to come out and look at it. By that time the internet had started working again and the technician couldn't do anything. So, we still lose internet for hours after each 40-sec power outage. The last straw though was that today a technician showed up at our house to upgrade our equipment. We were excited, maybe our internet would finally stop dropping out randomly through the day and every single night! Maybe we would actually get the speed that we were paying for…But no- turns out it was a sales push to try and get us to upgrade our internet to a higher package deal. The office assistant who scheduled this technician didn’t say a thing about the new monthly increase, so the technician arrived all ready to install all this new equipment without our knowledge that it would increase the price. Fortunately, my husband asked why the new equipment was being installed, to which the technician replied “didn’t you upgrade your plan?”. Then it all came out. We scheduled our day around this technician's schedule so we could be there and then it’s a sales gimmick –so frustrating. The whole scenario felt underhanded and disrespectful to not only us as the customer, but also to the technician who is their own employee. We will be switching providers asap.

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