Nextlink Internet — Local services in Hudson Oaks

Edit : Despite their reply below, my service has NOT been restored. An employee manually cleared my ticket claiming it was solved. It was in fact not. This has caused even more of a delay to repair my situation. A complaint with the FCC will be filed. Not only for breach of contract, but for blatantly lying to cover the companies image. This is unacceptable.

Many will tote the "reliability" of next link. Especially in the small town Texas world. Sadly, that has been anything but the case. Let me explain.

Yesterday morning, a contractor who was installing some fiber managed to knick, break, or damage some fiber line in front of my home. This caused a neighborhood outage in my area. According to Next link support, immediately 4+ homes lost their internet. This contractor was working for both Nextlink, and Rise Broadband to upgrade infrastructure in my area.

So this contractor claimed he didn't have to ability to fix whatever damage has happened. He sincerely apologized and went his way. So I then contacted Rise Broadband (Nextlink Fiber competitor in my area) and they expedited it to the highest level, having me on the phone with the executive branch talking to me about reimbursement and sending out a technician IMMEDIATELY to fix the neighborhood outage. But upon finding out the specific line damaged was a Nextlink line, they called a halt. Offered all the assistance they could, but stated since it was Nextlink property that was damaged, we were now at the helm of Nextlink. This is where things hit the fan. For the next 36 hours I consistently called Nextlink.

The next 8 Hours (day one) of downtime was spent just attempting to get a hold of Nextlink's "24/7 support" which was virtually non-existent until late in the evening. Upon getting a hold of them, finally, the associate over the phone simply did the basic run of the mill testing, reboot the router, etc. I immediately set my expectations to how they needed to get someone here to fix this problem. Instead, he neglected it. I was supposed to get a call back, but Nextlink never did it. I called mid way through the day (day two) and asked why the callback never happened and was greeted with "oh, well we were just about to do that" and then briefly went on to explain that they drop the request for service tickets manually themselves (why didn't the guy do it before?). But he could only do it a few days out. Well here I am nearly 24 hours into the stone age, with 2 individuals in the home who do online college, 1 individual who works from home, and 2 toddlers who just started their first spring break who couldn't even get an hour of TV time. I'm pissed, and can't make sense of why a company knows the internet has been out for an ENTIRE NEIGHBORHOOD and they couldn't get a technician out for half a week. Mind you, this service costs $90/m and their competitor took it serious enough to get a technician out SAME DAY. So I spend over 8 hours again attempting to get a technician out here sooner, emphasizing the severity of the situation.

Not one bit along my 36+ hour journey of just phone calls did I EVER talk to a supervisor. When the competitor went out of there way, expedited me through numerous levels of supervisory and even up to an executive level, these guys couldn't even get me the tech support supervisors on the phone. And I'm serious, I talked to 6+ employees and every one of them tried, every one of them even dropped a callback request from one. Every supervisor, one by one completely ignored my requests to reach out. Not one ever got into contact with me. Every other company involved in this personally sent an employee to my door to check on things and offer their input, EXCEPT Nextlink. We're now on day 3 of no internet, and I was informed by 6~ employees who all requested a expedited service request, directly talked with the technician department, and all individually dropped a request to speak to supervisor. With the last guy going even as far as to bypass the immediate supervisors since it was clear they were avoiding...

I have bitten my tongue for a long time, and delayed writing this review but since the day we’ve been with this company it has been nothing but dreadful and frustrating. We are going on almost two years with this company (in June), from then until now we have had two damage claims filed / repaired to our house, been overcharged numerous times without correct refund, been given misinformation from numerous supervisors, and spoken to disrespectfully from customer service representatives. It started with the 50 ft mast on the side of our house that was installed incorrectly three times, twice causing massive damage to the peak of our newly built home (built May of 2022). Leaving three holes in our brand new roof for guidewires and damage to our house siding (again a brand NEW house). Then, more than two damages to the mast itself because I could not withstand the weather in our area (leaving us without internet for weeks at a time until they could come repair it). Next, after the mast failed for the 5th time, they claimed a new satellite dish they got in would work on a 20 ft tripod on top of our house. This caused them to drill three new holes for all new guide wires, install a new tripod to the top of the roof, and hope that it would withstand the wind and weather better. After the instillation team left, all equipment was left on our property for two months because they couldn’t get to mast to consolidate small enough to take with them. However, after multiple calls to damage claims, this was finally picked up and removed from our property. Finally, this solution worked! So we thought….

We get a call a few months later stating that they were forcing us to convert us to fiber because they were demolishing the tower we were connected to….. how absolutely ridiculous. When speaking to the team about the massive inconvenience and frustration I have had with this company, we agreed that they would do this conversion without payment for the service, they stated they would burry the line the same day (as they have done for many of our neighbors), and would take ALL equipment with them. However, here we are, 4 days post instillation with a line coming 150 ft from the front of our property, and was charged $197.53 for the instillation..

After contacting them Saturday, stating they could not do anything until Monday and they would contact dispatch to have someone come burry the line, when they had no issue charging us on a Saturday, I finally received a call back from a supervisor on Sunday afternoon stating they would take care of it and contact the billing supervisor to rectify this mistake (without addressing the open internet line in my front yard). After not receiving any call Monday, from billing, and no correction to the issues, I called at 4:45 PM and spoke to a service representative that stated they would only be refunding me in 2-4 weeks in the amount of $192.40, $5 short because of the “state tax” and never addressed the fact that the line was still not buried. Normally $5 wouldn’t be a big deal, however when I questioned her and told her that the amount was incorrect and we needed to be compensated in the full amount we were wrongfully charged, she stated that her lead supervisor said “we are doing you a courtesy and refunding you the full amount when we shouldn't have to”. This sent me over the edge, NextLink. If we didn’t HAVE to have you (you are the only service provider in our area) PLEASE trust me we would not.. Your customer service needs refinement, your internal communication needs consistency, and your business model needs rectification. The amount of time and energy I have had to put in to ensure my family gets corrective action from this companies mistakes and massive inconveniences is appalling and should be shared with customers who are looking at obtaining your business. If we could, we would stay far away from this company. I hope this review finds to be helpful for...

** Edit - 3/22/25 To Nextlink Owner:

Please do more research into this because you are making it look like we are the liars in this whole situation and that is not the case. We don’t miss appointments, phones calls, and emails. What I want to understand is who are you calling and emailing? because we never received anything from y’all about burying a fiber line. Also, I live in quadplex that we do not own. I talked to the management company that we rent from and it was to their understanding that y’all were supposed to bury all fiber lines. The line that is connected to this place is for the whole building and so you are dealing with 4 different tenants. We are all connected to the same box. Also, I was told by technical support that y’all were supposed to bury the line on 12/26 and the ticket was closed like it was done. I was home all day on 12/26 and never heard my doorbell ring. I was also told that the people that bury the lines will just come out and do the job. Is there something more complex and you aren’t telling us the truth?

We have had a router from y’all since the beginning of our internet services. They came to replace all of the equipment because of the issues that we were having. What I am not understanding is why y’all decided to charge me an extra 8 dollars, when it should have been in my internet package to begin with. The router we had in the beginning is also from y’all. No one on your team explained that there would be any extra charges that day.

I would like to bring up that we had a Nextlink guy looking at our fiber box prior to the appointment and we went from having internet going in and out to having nothing at all. We tried to catch him to see what he was doing, but he was gone before we could talk to him. The fiber box was left wide open and when the supervisor came to look at our internet he noticed that, and was not very pleased. I am glad nothing got damaged in the box from being left open. I do appreciate the supervisor coming out to get our internet fixed.

We are currently waiting for the line to get buried. Please do keep in mind that the line is for the whole building, so you might want to check your records on who you were trying to contact because we don’t own the building. **

This has to be one of the most unprofessional internet companies we have ever had. We have had Nextlink for over two years now and it seems like we have issues every six months. Fiber was built into our neighborhood and when we first moved in there was internet lines running outside everywhere. We were told that they would eventually bury the line… two years later and everyone else’s internet lines were buried except for ours. They have the audacity to tell us that we were supposed to request it. We have been requesting it for two years! Every time they come out they always give us an excuse on why they haven’t buried it. Recently they gave us a new internet box, but then they charge me about $8 without authorization for a router lease. Shouldn’t that be part of your internet package? When our internet went down they were able to come out the next day, but the very next day it went down and we were told that they wouldn’t be able to come to look at it until the end of March. I called on Friday and the guy was able to move it up to next Friday to get it fixed. I asked if he could escalate the issue and we were told that he could put in a request but it was not up to him to decide if it was a big issue. He also told me to call everyday to see if we could get a closer date. I should not have to call everyday! They are crediting us for the month, but I am having to use other resources that cost more money. This is a big inconvenience and I am actually about to get ahold of the city to address the issue. People are tripping over the line outside and it’s becoming a big issue. If Nextlink can’t help, then maybe the city can. I would avoid this internet company at all...