Kinetic Fiber Internet - Hobbs, NM — Local services in Hobbs

OK, so I had service installed on Monday and everything was working fine other than the fact that the technician said that he messed up and had to redo it while he was installing it. Come Tuesday, I have no service. I jump through a bunch of hoops, calling three different numbers only to get hung up on. I called again and I talked to someone who assures me that it’ll be on by Wednesday. Wednesday comes and I still have no Internet, I call again and I’m assured that it’ll be on by seven pm. Thursday comes I still have no Internet, I called again and I sit on hold for 30 minutes only to be hung up on for a second time. I’ve already talked to at least five different representatives. Equipment was installed on Monday and everything was working fine but yet it’s Thursday and I still don’t have service. They say help support 24 seven But you can’t reach anybody after 6 PM. Don’t waste your time with this company. Been on the phone for the past hour and have been transferred back and forth from the same departments and keep having to explain over and over again. I’ve already been transferred 6 times on this call alone. Nobody I talk to is “the right department”. Every time I talk to someone they say “call back if it’s not on by this time” and it’s been going on for DAYS. I’m jumping through hoops. I have all the equipment but no service. This has been the biggest headache of all time. Hands down the worst company I have ever tried to use and I’ll be changing to a different company by the end of the day if it’s not fixed. Update after being on the phone with them for two hours for the fourth day in a row. I’m now told I have to wait until...

Hi and thank you. I was hoping that I would be able to leave a review. The technician that came out yesterday was very helpful, patient and knowledgeable. And I would really appreciate it if you could give him another thank you, for me!! I don’t know if he was teaching the other tech that was with him or not but he was also knowledgeable and helpful. My internet had been down going on two days and when I called they said that they were booked up until the middle of next week. That is unacceptable. But, I was also told that I would not be charged for however long (two days) that it was down. I then used my mobile hotspot and went to the kinetic website and talked to the chat bot that helped me get an appointment the following morning. Thanks to your chat bot as well. I don’t know how long your technician has been working there, but it would be wise to keep him even if that means giving him a raise. He deserves it. Especially with today’s economy. Just thought that was worth mentioning!! Thank you all and have a great day!! By the way, your customer service team is awful!! You all need to overhaul that whole situation. They make everyone feel helpless and act like there is nothing they can do except schedule an appointment for at least a week out!! All ask the same thing. Have you unplugged it and restarted it? Of course, our kids know to do that and how to do it. Your A.I. bots are better than your staff of customer service representatives. Also my tech was Brayden. Hopefully I spelled it right. Brayden made...

The internet speed is the only redeeming quality about this company. The service tech was great but the customer support is absolutely terrible! The worst customer support I’ve ever experienced in my entire life! I’ve had better support overseas with an agent that hardly spoke English! The service reps are rude and condescending and if you need to speak to a supervisor then good luck because you will never get one! They don’t do warm transfers they just transfer you to a “supervisor” line that is also a queue where you wait and wait and wait and gives you the option to go back to the skills queue so basically you never get in contact with a supervisor. I’ve only had this service for 20 days and I’m already ready to cancel it due to the poor, unprofessional, and uneducated customer service alone! Worst customer service experience ever! When I started this service I specifically asked the sales rep when my first bill would be due and I was charge way before what he told me and the full amount for a month and haven’t even had the service a full month! Now trying to call and get my billing issue resolved is more difficult than trying to enter Area 51! The customer service is not based in the US either so the language barrier and attitude only add to the poor service of this company! After two hours I finally got a supervisor who had the worst attitude than anyone...