Conxxus — Local services in Sullivan

We were told that we would have Conxxus last fall. The drop crews came into our little village and got everything installed except connecting to the residence. I submitted a request and called Conxxus several times to request a technician to come out to access our property to see if we would be eligible to get the installation done. Finally in December a technician came out and accessed our property, went into our basement and said that since they would not be crossing any sidewalks, drives, other lines, etc. it could be installed within a couple weeks. The technician put the flags in ground for the drop crew. He told my husband that if the ground was frozen that they would lay the wire/cable on top of the ground and when it thawed they would come back to dig the trench and bury the cables. We waited patiently for them to contact us. Here it is into February and I am needing internet service for my job. The company I work for is closing our office and having us work from home soon. I called into Conxxus and spoke with a representative on February 12th, and she said that there is some discrepancies on our account for some reason. She said that the first tech that came out had in the report that we were eligible to have our internet installed. A second technician came out supposedly, and wrote in his report that we were not eligible, but did not give an explanation or reason why. The second technician did not access our home. The rep. was going to speak with a manager to see what the problem was, and why two technicians came out. The technicians are from the drop crew that they subcontract to. She was going to give me a call back that day if not on February 13th. I did not receive a call back! I called Conxxus again today, the representative said the same thing about the two technician’s reports. I ask to speak with a manager and she said that the manager was in a meeting…seriously! I ask her who the drop crew was that they subcontract to, she didn’t know.🙄 I ask if I could get a phone number so that I could speak to someone in management to find out what is going on. She would not give me a number but said that she would send a message to management and have them call me, but it most likely would not be until Monday morning, which is a holiday. I seriously could have had reliable internet months ago if I had not waited for Conxxus! It makes me think twice about them since I cannot get a straight answer to the problem. How is there customer service going to be after we pay out the money to have...

Thomas approached us about switching to Conxxus and after talking to my husband, we decided to make the switch. Thomas was available to sign us up during the late evening, which made everything easy for us, considering my husband typically gets off work later. Thomas had a great personality, was super friendly, and kept in contact with us throughout the process. We had some concerns about our yard being a mess after the installation, as that was a complaint we had heard, but honestly, the area was left so neat and it was barely noticeable, and Thomas reassured us he would reach out to make sure we were happy with the job or he would help us get our issues rresolved. Our installation date was scheduled quickly, and Matthew was amazing as well. Our time slot was 8-12 and he showed up around 9 and was very quick. He had a great personality as well, was super friendly, and made sure everything was working correctly before he left. My husband's biggest concern was new holes when running all the wire, but he made use of the existing ones and everything went perfectly. Would highly, highly recommend Thomas and Matthew. I have never had a sign up or installation go so smoothly, and our internet is amazing so far, which says a lot, as we just moved to this area last year and weren't happy with our wifi from our two previous providers. Although we live in town, we don't have many options and we were always experiencing outages or everything was slow to load. We are so happy Conxxus came to the area this year and we...

EDIT I've been contacted by a different representative who has gone above and beyond to not only personally apologize but she's also made the situation right and I'll be paying my old rate again! I honestly can't say thank you enough Heather you're a wonderfully kind lady and I'm very appreciative of your work on both a personal and professional level!

At first things were going fantastic and I couldn't have asked for better service! When the affordable connectivity program ended my bill went from 52 a month to 82 prompting me to call them and see if I could downgrade my service plan. The lady I spoke with said she would change my plan and my new monthly rate would be 42 a month. Fast forward to today and this would've been the 3rd month of me paying my new rate. Problem is that rate doesn't exist. They now say the cheapest plan they offer is 72 a month and they have no idea who would've told me 42. So since that's what I've been paying they decided to rack up all these late fees while still charging me the old rate of 82. After repeated attempts and sitting on hold multiple times I finally spoke with a fairly rude individual from the billing department who really seemed to care less about my issues or what problems I wanted to address. When I told him I think I'd just like to cancel my service he was more than ready to do so without offering any kind of alternative....