All West Fiber Kamas — Local services in Kamas

Update — All West’s response to throttling their 1Gig plan and not delivering what they originally committed to—they changed their advertised verbiage to now say “up to gig speed.” This is not what they originally had on their website or marketing materials they distributed prior to bringing service to the neighborhood.

Trevor T., the local All West technician is the only reason I haven’t yet canceled my 1Gig fiber internet service with All West. If I could rate Trevor alone, he would get 5-Stars.

Despite paying for a gig speed plan, All West does not actually deliver gig speeds from the street to their modem. If I were to purchase a greater than gig speed plan, they would find a way to boost the speed over 1Gig. However, they are not meeting their gig speed marketing and service plan expectations. Instead, All West is comfortable with customers paying for gig speeds, but, at best, only ever delivering up to 90-95% of that, rather than meeting or slightly exceeding plan speeds as was my experience with Xfinity. In terms of performance, the throttling does not make a huge difference? However, it’s the principle of the matter that consumers should get what is being advertised and paid for. So far, All West feels otherwise.

In addition, All West’s service was down most of the day on Christmas Day (yesterday) and continues off and on today. Their answering service failed to page out the outage to local support, despite me calling and placing a ticket. It wasn’t until later in the afternoon when I texted Trevor that local support became aware of the issue. Trevor did his best to coordinate a resolution with the Remote IT support department, but their ‘fixes’ would fail shortly after service was restored. This off and on again routine occurred about 10 times in the span of 24-hours. I woke up this morning to a continuation of service disruption and called in yet another ticket.

I, along with many others throughout Utah and Wyoming are owed an explanation of the problem and what’s being done to improve All West’s network infrastructure to avoid this in the future. I believe we are also owed a billing credit for yesterday’s and today’s disruptions. Hopefully, All West’s owners and management will step up to the plate from a customer service recovery standpoint. I have requested a call back from an operational manager. before I cancel and go back to Xfinity. Because of Trevor’s efforts, I would like to give All West the opportunity to correct the issues of delivering actual gig speeds to my house and the outages we’ve been experiencing.

Again, hats off to Trevor T. for his efforts. He deserves recognition and a raise from management. He’s the only one holding this customer relationship together...

All West Communications should consider investing their time into understanding the word "communication". I have never had to deal with a company as thoughtless as All West. For instance, before the month of May, a door hanger was left on our door stating that construction for Fiber Optic Internet cables would begin in the coming weeks. On the door hanger, it has asks that if we have any further questions to contact them with the number provided. Our family was eager to get better speeds than what All West currently had to offer (more on that shortly), so I called the number provided. When the representative answered and I stated that I had questions about the availability of fiber speeds to our home, I was transferred with the representative stating that they did not have any information and I needed to be transferred to a different number and building altogether. Not terrible, but why would you list a contact number on a door hanger if that office doesn't even have the ability to answer customer questions? I ended up calling again at a later date as I found the "information" I had received after being transferred inadequate. My thoughts were, "Perhaps we called before they were updated on estimated times of installation dates," and I gave them the benefit of the doubt. When I called back a week or two later, I was transferred once more but to a different department and they gave a different answer than the first answer I got. Repeat this two more times. Yikes.

Lastly, I want to go back to the speeds that All West offers in regards to the Internet. You can pay $44.95 for up to 15 mbps speed. I understand that copper wiring is used for most all DSL Internet speeds and can be unreliable, losing strength for ever couple hundred feet of wiring used. That being said, I live within close proximity of the HQ of All West and get a whopping speed of 400 kbps download and barely half of that for an upload. Kilobytes per second. This is an embarrassing speed.

All West is a monopolistic ISP in my area, being the only Internet provider at all. They can charge outrageous prices and get away with it because without them, we wouldn't have anything at all. I would be grateful if I wasn't losing so much money to terrible speeds and even worse service. I give the company credit in that they try and remain active within the community, but that is just basic Corporate Social Responsibility. Want my review to change All West? Start communicating with your employees of big projects that they may receive questions on. Stop nickeling-and-diming your customers. Update your hardware to keep your customers in the here-and-now. Bring us the quality service of 2015 that I know we can...

I cannot recommend this company to anyone. It's practically criminal that this company is the only service available to Kamas residents. They have been ripping my parents off for years. My parents get about 10 Mbps for $100 a month in Samak on ancient copper lines. The 1 Gbps fiber service is $100. It's ridiculous that copper customers pay the same amount for vastly inferior service. Begrudgingly, I tried to get service with them at my new address but ultimately had to make other arrangements because they ended up making my landlord angry. I called to set up service. I gave them my landlord's phone number so the tech could call ahead and let my landlord know they were here so that she could come across the street and let them in. My landlord told me that the tech was kind of rude to her. On top of that, the tech tracked mud across the entire floor of my house. My landlord ended up cleaning my floor for me which is ridiculous. Another thing that upset my landlord was that they discussed using the front door but because I left the back door unlocked, the tech decided to use that door too.

To add all of that insult to injury, the tech set up a faulty modem and never verified that the internet in was working. Trying to set up another appointment was a nightmare. I was only available for a Saturday install but the scheduler could not give me a better arrival window than 8am-5pm. That did not work for me so I cancelled that, dropped off their hardware at their office, and started T-Mobile hotspot service. It's limited but it will have to do. I was told at multiple points that a supervisor with All West would reach out to me to resolve certain issues and that never happened. Once I cancelled the second install appointment, nobody even made any effort to resolve my issues. Without a second question, the appointment was cancelled and I was never contacted again. This company has horrible customer, horrible technicians. They know they can treat you as terribly as they want because there are no other options...