Hilliary — Local services in Elgin

When we first moved to Elgin, Hillary wasn’t available on our side of the street apparently because the fiber optic cables were not working yet so we got services with TDS. Every time I called Hillary, they would say something different. The first time they said it’d be ready by the first of the year (2017). Then after the first of the year, every time I would call they’d say ‘oh 2 more weeks’. Well it ended up being April until I was told by a neighbor that they are ready. I called on 4/19/2017 to switch from TDS to Hillary because I heard Hillary was so much better. I was charged $133.95 which was a $75 installation fee and the monthly $58.95 for the 25 MBS on 4/19/2017. The earliest they could come to my house to install was 4/24/2017 so I chose that date. The entire first week the internet was not working. It would be on for 20 minutes and then shut off for hours. We still at this point did not cancel our TDS internet because I work from home and Hillary was not working. We called on Sunday 4/30/2017 to tech support saying it was completely out for the entire weekend. The field crew was out on our street all day on 5/1 and off and on through 5/4. They finally seemed to have fixed it somewhat on 5/4/2017 but we still experienced it just randomly stopping. I called today 5/10 to the Elgin office and spoke to Lauren. She said out of everything we’ve been billed she’d only be able to take 2 days off since it only showed I called on 5/1/2017. 2 days!? The internet has not been working since they put it in on 4/24/2017. I asked her if it shows the times I was in contact with Jerry, the Hillary worker in the field who gave me his card and told me anytime it goes out to contact him directly and she said no. She then abruptly hung up stating she needed to contact someone. She said she would contact me back but she never got my full address or phone number so I’m not sure she will be calling back.... So I was analyzing the bill that came in the mail at the beginning of May and it shows I owe another $58.95, keep in mind we just started our services on 4/24/2017 and I paid the $58.95 then. I contacted them again because it shows I paid for the entire month of April when we didn’t even get our box installed until 4/24/2017. I then talked to a different Elgin rep and she stated “yeah we don’t prorate.” Excuse me?! So you’re telling me I paid for 4/1-4/23 when we didn’t even have a box and then we paid for 4/24-4/30 when there was literally no internet coming through? I said no, I need to be credited the entire 58.95 for that month because #1. No one told me it was prorated – I would’ve waited until 5/1 to even call if I knew that! #2. I didn’t get services the entire month. So this staff member said ‘Lauren is working on it right now’. Well it’s now 4.5 hours later and I still haven’t received a call back. I unfortunately would never recommend anyone getting Hillary services and if you do – don’t start it until the first of the month or you’ll get charged for the entire previous month! The customer service is probably one of the worst I’ve ever experienced from any company. The field guys and the tech support were fine and friendly but the Elgin office staff seem to want to get you off the phone as quickly as possible and are quite snippy if you ask me. It’s really a shame when a company knows they aren’t delivering good service (which the field guy Jerry said there are issues with the box/cables at the end of our street which is why it’s been going in and out constantly), that they don’t immediately try to reimburse us for poor service in order to keep us as customers. I’ve been fairly disturbed at how they are handling this and I do not like to give my business to companies with poor customer service. So I guess I will have to keep calling until they help me/give me an answer/reimburse me for the services they failed to provide me since day 1.

If the owner/manager reads this - please give me a call. My info is in your system.

Thank...

By far the WORST Customer service ever! If I could have given them zero stars, I would have but I had to give them at least one in order to post this review. We've lived in multiple places and had not-so-great cable service but this one by far is the absolute worst! We've had the internet and cable service for a little over a year. The cable was constantly going out and the picture was poor. No one could ever get the DVR to record correctly. When we did call in a service request, someone would come out look at it but not be able to fix the problem or they needed to have someone else look at it. Two months ago someone came out to look at our system and said he would have someone else come by to take care of it. That was two months ago and no one has shown up yet. We are disconnecting now because of a move. We asked for a disconnect on Tuesday and they disconnected it on Monday instead. When my husband went up to the Elgin office at 8:30am to turn in the equipment, no one was there. I finally called the number listed at 9:00 and was told they were having a meeting in their Medicine Park Office and someone would be there soon. They could have at least posted a sign on the door stating something to that effect. This is a typical display of their lack of customer service and disregard for other peoples' time. Will NEVER do business...

I don't like to bag on local companies but I have to say in the year since we've had this service there has been several let downs. I thought Fidelity in Lawton was bad but they're all world compared to this company. The local people I deal with in the field are great but the cable service itself is spotty. You can bet if you try to record a series on your DVR you're going to miss a few shows. A few times last year(football season) on game day the fox HD channel wasn't on and that's already happened once this year. I called customer service and they said someone would have to call me back in a day or 2 (they never did). The DVR system is outdated and now I just called to order PPV event and was told they don't offer that "right now". That was the final straw for me. I'd cancel them and go to a streaming service but then I'd be at the mercy of their internet which is only slightly better. We need a...