Air Fiber Inc — Local services in Superior

Not one to go out of my way to write a review, but I must say I am very upset with this local business. When I first contacted AirFiber I was looking to switch to a local company in my area to help grow the community I live in. The staff was very friendly in the beginning and very help full assuring me I was going to have a much better experience with this company compared to my last internet provider. I started off with a 20/5 speed package they had for download and upload. It seemed to work most of the time. If there was a problem it seemed to be always when more than one person is online. Now with that being said I get that when I "stream" netflix or use devices that take up a lot of bandwidth the internet speeds are going to slow down. I was told this multiple times by employees when I had called saying I was having a problem with the internet. I assured them I know that is not the problem because I was the only at home with one device running. I also plugged a direct line in to try and see if it was my router causing the problems. It was not and I still had horrible speeds which were not even close to what I was paying for. The next step I took was upgrading my package to a 30/10 speed trying to give them the benefit of the doubt. That did not work and my frustration grew with AirFiber. I called a number of times about slow speeds happening in the evening past 5PM and because they are not open to help with tech support past 5 I had to wait till the morning to call. My issue was it would not work for periods of times evening and then in the morning it was magically working. When I called to address the problem I was told that the internet is working fine now, which it was, and to call back when it happens or to try unplugging the modem to restart the internet. I can assure you that step has been countless times a week to try and fix it. It will work for a hour or so then back to slow speeds. I was able to deal with all of that as long as it was working a good amount of the time. Now I know a lot of people who would be screaming at this point. This last time was the final straw. I now for 3 days have been getting speeds of 1-5 download and 0-1 upload for my internet. Now I pay for 30/10. I believe I should be getting what I paid for. I did sign a 2 year contract with them to provide me internet at the speed I pay for. I want to cancel my contract at this point with them which I was told when I signed on that if I wanted out due to problems and unhappiness with the service they would let me out. I called during the business hours for them to correct my problem of the slow speeds I mentioned of 1-5 download and 0-1 upload. They did a few things on there end and I got to 28 download but still 4-5 upload which is a huge difference. They could not do anything to fix it from AirFiber offices. The employee then said he would submit a ticket for a service at my home to fix the problem. I said told him great but then this is what he said. If the technician comes out and hooks up his computer with no problems with speeds I will then be billed for the trip. HOW IN THE WORLD CAN YOU CHARGE ME TO COME OUT AND FIX A PROBLEM WITH A SERVICE I AM PAYING YOU FOR. They could see the problem clear as day but if they come out to see the speeds are working fine I get a bill. That is the dumbest thing I have heard in my life and you can see why I am fed up with this company. I then asked to speak to a manager who was unavailable at the time and would call me at his earliest convenience. I finally got a hold of Todd the manger. I told him the problem and told him my frustrations. He said it was a problem his technician could fix not on site at my home. I said great and can you call me tomorrow with a update. He said they would get it fix or let me know the problem tomorrow which is now today. I did not receive a call back from Todd and when I called he was out of the office all day today is what I was told. Over all very disappointed with AirFiber and I want out of my...

I should try & be concise here. We had Airfiber (AF) for about 3 years & they were great until there was a problem on their end they could or would not fix.

Pros: local business who provided decent internet, Brief call times& good phone staff. No complaints for 3 years, really. We even had them follow us after we moved out to the country. Still good.

Then two weeks prior to cancellation, our streaming spontaneously stopped on our TV. It would work if our phones hotspots supplied the internet, but not Airfiber. It also worked on our laptops just not our tv.

To stay within my character count here, I’m going to forgo all the calls it took with their phone staff to get them available but here is a list of things we tried to fix the spontaneous issue. We called AF&ran through their speedtests, called the tv brand& ran their tests, (all of them cleared) Had AF tech team show up & not know, but still blamed the TV. Suggested “we move it closer or get a new one.” We did both.( different brand.) We had tech crew come out again&had some success when they were working but it stopped as soon as they did. AF said we might be using a VPN. We removed all devices that COULD use VPN just to be sure. Problem still persisted. Through elimination, there was nothing wrong on our end, but AF made it clear via email that they would not be doing anything else.

So, we canceled & got new internet. Everything works fine now. In short, the problem had to be from their end. Which I hope is fair feedback. Inevitably, they couldn't fix an issue and we weren't going to pay to compensate for it.

Between services though, it’s been weirdly petty & is the reason I think it may be prudent to write a review. 1st: within 2 hours of giving our cancellation date, the net just crashed. Now, we could barely stream on anything. It was like day and night.

2nd: They changed our router to now have a username without telling us. So when we put their gear in a bag on the door (as they requested)when we went out, we then got locked out of the remainder of our service.

3rd: They ask for you to be prepared for them to show up at their convenience over the next “5business days”. It’s now been 10. No word. So we called & found that our number has now been blocked on grounds “based on our address , they no longer service our area”. Which according to their internet presence is not true, but also very bizarre because it’s a cell phone and they don’t know why I’m calling. I could have moved and want them back. My cousin may want their services and I have their # handy. Literally anything.

So, in sum, I really don’t know. It just got weird. I really liked Airfiber internet until they had a problem. Now their stuff is still hanging on my door and even they won't come...

Airfiber was excellent, then about a year or so ago they showed up unannounced to change my antenna from a 2Ghz to a 5 Ghz and aim at an antenna which is further away. They could not get connected to the new antenna so they put my old antenna up and ever since I've had slower service. I called them a few times and they told me that there was no signal degradation. I took their word for it. Approximately 3 weeks ago we had a windstorm blow a few trees down, and I noticed that my antenna had moved and that my internet was not working correctly. I called them and the CSR said that the signal was fine. Make sure that I rebooted everything which is a 5 minute power down of the PoE and also my router. I did that and nothing really changed. I have been noticing for the last 3 weeks that I would get connectivity in bursts, e.g. downloading something and it would just stop for about 2 minutes and then start again. This seemed to be a pattern, I have run OOKLA speedtest and the speeds have become dismal. I called them this morning to register a complaint about speeds, I was told quickly that the signal was good. I was put on hold and then after a reasonable amount of time the CSR said that they will be sending out a tech. I did ask what was wrong, and the response was "It's too technical to explain" So my next question was when can I expect them to come out, today this afternoon, or tomorrow? The "I don't know" was the answer. I'm not bashing AirFiber, I like their product as when it is good it is really good they just need some additional help with customer service. BTW I have recommended AirFiber to multiple people and they did connect with Airfiber. I am however giving them 4 stars as they need to work on Customer Service. Work with your customers, give them call backs do check ins with them. Send out a survey after someone has called with a service request and...