KWIKOM Communications — Local services in Iola

The service has had intermittent down time since installed 3 years ago. Each time we have called for support they wouldn't send a tech out and would do something else with the receiver or "router".

Recently we contacted them due to the connection being more intermittent and down more than it was up. It was late in the evening and left a message with phone number and didn't receive a call back. Called again the next day (after 5pm) on Friday. They said they weren't sure what was going on and it shouldn't be related to a known issue but they would have a tech look at everything the next day and get a call back.

The next day came around and didn't get a call back. I called again and was told non of the techs work on Saturdays. I understand that, but this is an issue for going on 2 days now (weekdays). I was told a tech can be sent at earliest the NEXT WEEK! The internet issues caused problems with my job that requires me to work from home. I had to use my hot spot on my phone for the next 4 days. This caused $30 additional charges to my phone bill. I still was not able to get much work done since I was trying to avoid using all my data and being charged extra.

Each day I am calling for updates on this problem (during business hours) since there seems to be no progress whatsoever. I also asked about any credits for the account for the downtime, extra cost to us, etc. On day 7 being down I get a call (after 5pm surprisingly) stating a tech could be there in about 20 minutes. After the tech showed up (who was helpful and would explain what was going on) he immediately wanted to replace the radio receiver since he wasn't able to log into it. While he is doing this the office calls him to suggest that since they haven't ever been able to log into it and update the firmware. It took this company 7 days (nights too according to support staff) to find out the password was incorrect on the radio transmitter that they couldn't get to and update. Once the tech replaced the transmitter he tested the connection for about 7 minutes and it was stable. He made sure that was all and left.

We did not get a call about anything else with the billing. The bill was automatically paid today (as it has been for 3 years) for the full amount. We called and spoke with billing. They said the best they could do is credit the next bill $15. This doesn't cover a quarter of the additional fees and lost work due to negligence. This issue could have been resolved in 2 days tops. The "Billing Manger" was rude about the credit saying she only had to give us 4 days (I guess weekends don't count) and would not allow us to speak to her superior (Zach Perez). I have given my phone number and concerns that she said she will give to him. We will be looking to a different provider effective immediately.

SUMMARY: Service is great at first but customer service is poor and the internet connections will be...

Really shady company and if there were an option for 0 stars I would have selected it.

I only wish I would have looked at these reviews before I trusted Kwikom. After multiple outages in just a few months with them I cancelled my services on 08/15. I was told that they allow for no refunds. When I expressed that I only cancelled because of their lack of service (technically they breached the terms of the service agreement) I was again told I would not be refunded with the explanation that "if we make an exception for you, we would have to do refunds for everybody!" Here's an idea, provide the service you promise and people won't cancel! The person I spoke with there (Shannon) could not have been any more rude to me, and proceeded to hang up on me. Worst customer service I have ever dealt with. As of today (8/20) their equipment is still at my house. Come and get it Kwikom! PS - Also, I had a tech issue my 2nd week with them. Called their weekend "support". Was promised a call back the following Monday. Received the call on Wednesday--THE FOLLOWING WEEK! Using Go Brolly now and have been very satisfied with them! *UPDATED TO ADD THAT THEY HAVE TAKEN DOWN THE REVIEWS ON THEIR FACEBOOK PAGE SO ALL THE NEGATIVE REVIEWS DON'T SHOW UP. THEY ALSO BLOCK ANYONE WHO POSTS ABOUT SERVICE OUTAGES. Things that make you go hmmmmmm.... EDITED after owner response below: This looks to be the only way I can respond to you so I will do so here. Thank you for the response. As someone who has been a CPA and business owner for more than 25 years I can more than appreciate maintaining company policies. However, if a company has not delivered what it has promised, (and what the terms of the service agreement outline) the customer should be made whole and both parties should part amicably which is exactly what I attempted to do last week when I called the first time. That is just the right thing to do and good business. I would love to talk to Zachery Peres. I left him a voicemail with my contact information after Shannon hung up on me twice. If for whatever reason Mr. Peres did not receive my voicemail, you have my account information there so feel free to use that phone number. For now, I will refrain from making any more comments here as I trust this can be resolved with a simple call from Mr. Peres. Looking forward to talking...

5 stars WHEN it works... I have the same experiences as everyone else here and people not reviewing here that are in the same town as us- the connection and speed was fantastic the first couple months but has been unreliable for months and I have had to call multiple times about loss of internet. I have had techs back out here over the months. I called Saturday with more connection issues and was told they’d have someone out Thursday to put a new POE and Radio in and hopefully that’ll fix the issue. 5 days is a long time for a family who streams ALL television but more importantly I work from home often as an IT Developer- its a double kick in the gut paying for service I don’t get and paying extra gas to drive 60 miles into the office every day so I can work since my home connection keeps going down.

I agree with Joe Riggins’s review; there is definitely an issue with traffic and it resetting the end-to-end connection. I have no problem paying more for service that works but it’s getting really tough paying for service that leaves me days at a time with intermittent-to-no internet connectivity.

I do not recommend attempting to do an IT job over this service on a daily basis; I have had numerous dropped calls, video conferences, and rescheduled meetings because the clients were unable to hear me clearly or see my demos- pretty embarrassing.

The customer service is good; they call back, they follow up, they do what they can to get you back on track so I think it’s unfair to blame them for what I believe is more of an equipment/infrastructure issue. I’m hoping they’ll keep beefing things up or figure out why the E2E connections keep restarting so I can update their review to 5 stars....

1/24/20 Update: Kwikom's technician who originally installed the equipment came out, thoroughly inspected the system, and replaced all the equipment except the line from the radio to the POE. He also moved our connection to a different sector on the tower as he felt it might help with our drops in service. As of now we've had zero issues since, thanks for standing behind your...