Race Communications — Local services in Tehachapi

The internet is great, the TV picture is fantastic, phone service works but I hear a lot of snap crackle & pop which interferes with my ability to have decent conversation, but my biggest complaint is the DVR malfunctions and not recording shows that are programed. The first incident occurred within a month of getting RACE installed, I called support services and they rebooted my system but I had to reprogram all the shows I wanted recorded, approx. 25 of them. The next incident occurred in about 2 weeks, and I again called support services to fix the problem, and went through the same process and then again about 2 weeks later the DVR stopped recording my shows again, but this time while I was explaining all the issues and asking questions I lost contact with the support technician, this happened 2 times and then the on the 3rd time I was disconnected it appeared as though I was call blocked, I would call RACE and it would ring and then the call would disconnect, I did get through immediately by using my wife's phone. I could understand being hung up on or call blocked if I was disrespectful or cursing and rude but I was not, I do not have anything positive to say about getting resolution, I was told that if this happens again to call them. I am just curious as to how many times you have to call RACE support before the issue is actually taken care of. I am also curious if anyone else has an issue with their DVR system that is similar. Another issue with the DVR was I would try and watch a recorded show and I would get a notice saying the DVR was busy either recording or playing other shows, but in actuality there was no recording or play back of recordings at that time. The Support Technician name was CODY, curious if anyone else has had an issue with his support services. I know that if I cannot get the service I require I will discontinue my service with race. I was told that a service Technician will call me back to help resolve this issue, but this hasn't happened yet either.

I have been trying to contact you but all I get is an answer machine, I missed one call from you last night at 6:48 PM and I called back at 7:05, since then I have made several attempts to contact RACE, No call back yesterday or today. To say the least I am frustrated with your customer service and Tech support, No resolution to my issues and now I have noticed that I have fewer channels for my TV viewing, So far after 2 months of service I am regretting getting rid of Direct TV, it was more expensive but problem free. Just an FYI I was the first with my neighbors to get the bundle package, and I'm asked all the time how I like it. I am happy with the internet, and very unhappy with have to deal with all this other BS.

I finally got to RACE at 3:48 today and talked to a very nice woman who was able to take care of my issue of the loss of channels, she then put me on hold so she could talk with Tech support, she came back on and then told me that they would work on my issue of the DVR, and will transfer me to them, after being on hold for 25 minutes waiting for tech support the call was disconnected, I tried calling back and I left a message, To say the least I am more than frustrated with RACE,

On 9/5/19 I finally had a RACE Technician, Kenneth, come to my home to replace DVR, restore my TV picture, and Internet, I am happy to report everything is working well, he was also kind enough to review the operation of all remote control function. I would give him a 5 star rating, so to be fair in my overall rating I gave race a boost from 1star to 3 star rating. It would have save a lot of trouble if a service tech would have been originally dispatched when the techs on the phone couldn't resolve the issue...

We ordered Race because there really are no alternatives for decent TV and internet in Bear Valley. They get two stars because #1, the wireless router they provided is not powerful enough, so we bought our own, stronger router. #2, The Gigafy service is great...when it doesn’t quit on us which it does at least once a month. #3, The TV is worse. Many times the video goes pixellated, skips or freezes completely with a scrolling message “this channel is currently down. Please call your provider or try again later” only to change the channel and see the same message again. All of this would be tolerable but for the monthly rate we pay, which is over $200 per month! On the occasions we had to call with service issues, they knew about the interruption but did not notify us ahead of time and the rep promised someone would call us to let us know when repairs had been completed. No one ever did. We have a theory that they had been under pressure to get installation completed out here and the work might not have been up to quality standards. Whatever the causes, the problems with service seem to be amplified when the wind blows really hard. Complaining to customer service does little to nothing. Many Tehachapi residents do not have access to viable alternatives for TV/internet, and Race knows it. Update: we cancelled the tv service. It was way too expensive for what they offer. The router still needs to be reset about once a month, which to quote my husband is LAME. Our internet service was sluggish recently and certain things would not load. I make my living working from home and my internet service is essential or I don’t get paid. I called Race - twice, and waited and waited and waited on hold as the next caller in the cue and no one picked up. I interviewed about six months ago with Race for a customer service position but I was not hired. I guess I have too much experience - over 30 years and am quite good at what I do, so they didn’t want some baby boomer hipster coming in there and showing up all the young guns. Maybe they should have hired me, given how their service has really...

I applied for Internet online and I was never contacted after that. I called a week later to find out what the next steps were. I was told I had ordered a pre-sale and it was not quite ready yet.

I went on an 11 day vacation where I didn't have cell reception. I was contacted through text (I had wifi, but was on airplane mode) on June 24 stating I had an appointment on June 25 (the day before) and to call if I was unable to make the appointment.

Race sent construction people to my house, while I was gone, and they dug a trench in my neighbor's yard and attached a box, with five large screws and grommet holes, to my stucco, without ever telling me what they were going to do. I came home to that mess, gas line flags left in my neighbor's yard, and yellow spots all over my concrete.

I was told, the night before, in an email, that they would be putting holes the next day, in my interior walls and running cables through my house, as they WILL NOT run them through the attic. I declined the appointment and asked them to remove their box and cables from my stucco.

The representative told me they would not return to fix this. I said then I will cut the fiber cables and throw the whole thing away. He urged me not to, as he said being fiber ready would increase an appraisal if I decided to sell. He also said that I shouldn't take it off, as other people might want it. He said they did not want it back either.

I am 62 and getting ready to do hip replacement surgery next week and spent part of today removing screws and grommets, out in the sweltering sun, and was still not able to completely saw through the fiber cable. I now have five huge stucco holes that I will need to patch and paint before my surgery in a week. This is how RACE treats disabled,...