Nuvera — Local services in Springfield

In the fall I decided I wanted to add television to my existing internet service so I could watch the Vikings games at home. I went to the Nuvera store here in Springfield and tell the lady working the counter that I would like to add basic cable to my service for football season. The lady is polite and helpful. I ask her if I need to pay anything to get the services added and I am told I do not. I ask her if I can cancel anytime being I only want the service for football season. She tells me yes, as long as I keep my internet service. Fast forward to the end of football season when I go to return my television equipment. I am told there will be a $150 early cancellation fee. I am told that the installation fee was waived initially because of a two year contract. I am caught completely off guard by this. I asked before I got the service if there would be any fees and if I could cancel anytime. A two year contract was never mentioned. I never signed a two year contract. I ask to see where I agreed to this and where the fee is mentioned and am shown a copy of their fees and service rates. There is a spot for a customer signature on the bottom. I am not shown a copy that I signed.

I have had various internet and cable providers in my life and this is easily the most frustrated I have been with any of them. It’s common to have a company waive installation fees if you agree to a 12 or 24 month contract. Every other company I have dealt with makes it very clear when that is the case. When I had my Nuvera internet installed initially they made it clear that the installation cost would be waived with a 12 month commitment. I never should have been blindsided like I was when I cancelled my Nuvera Television service. I asked both about fees and commitment before having the service added.

Before this ordeal, I liked Nuvera. The internet service could be a little unstable but the technicians were friendly. The lady who worked the counter was friendly. I liked that I was supporting a more local provider. I felt I could trust the local provider. I don’t feel that way anymore. I will be looking for a new provider in April when my contract is up.

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