WVT Fiber — Local services in Town of Warwick

OK, I admit it, I was a skeptic. I said how can a behemoth like optimum be beaten? And so for years, I paid a lot more than I should have and dealt with the worst customer service on the planet. Possibly even other planets. Until the day I called Warwick Valley telephone. A woman answered, and I was shocked that I was talking to a real person. I talked about my frustration with optimum and she let me know that fiber-optic would be coming to my neighborhood soon and that I could get on the list to get a call back. Sure enough I got the call. She held the price that she had quoted me a few months earlier and within days we had an appointment for a technician to come out and drop some fiber optic cable from the pole at the street, through my yard, to my house. Shortly after, another tech came and installed the equipment, free equipment, forgot to mention that. All free installation and components. Couple of days after that, a crew came out and dug a trench to bury the cable. Then they lay down grass seed and covered the bare earth with grass seed and hay to ensure that my yard would look better than it did Before they dug. I could not believe what a well-oiled machine this company was. I have three band-with hungry kids, a home business, and a bunch of “always on” electronics that need great Internet service. I have exactly that, great Internet service. I honestly cannot say enough good about this company And at a local event tonight I was fortunate to meet one of the women who works customer service. She and her co-worker had been with WVT for nearly 40 years! I told her how happy I was, and that I had already heard that if I ever did need to call customer service, I would get a friendly voice that was eager to help. After meeting this representative, I knew that to be true. They’re local, they’re wonderful, And they are better and MUCH less expensive than...

Install was great. (never told us that it would be in two trips though). One to install on the outside, that we didn't know about and one, on the inside, set by an appointment that went smoothly. Router (one extender) was a disappointment. For one thing, it only had one ethernet port and with a camera system that takes that port, it then did not allow for any computers or other devices to hardwire to the router. In addition, the signal strength was nowhere near as good as the router used for our cable service. We used the extender and it didn't really help as some devices would not switch to the closer one but stayed with the original router. The quality of service was great but honestly I expected more for fiber vs my cable which we had too. Tests were not that different between the two, but of course the fiber had less latency. All in all, we decided to stay with our cable and cancel the fiber. It took some time to cancel, and multiple calls for the office people to get on the same page and actually cancel the service and stop billing us. They continued to bill us for at least 2 months after it was canceled. Office personal while professional, need to be more organized and follow through on what is agreed upon. We would try the company again but there is room for improvement...

I finally got my service installed today. I must say that since I wrote the below review, WVT has done a complete 180 and every interaction has been pleasant, responsive, and most importantly productive.

I can't emphasize enough the true professionalism of the locally based customer service reps as well as the field guys with direct affiliation to WVT. Without them this conversation would have ended months ago.

I look forward to a long term partnership with a great local company!

Since January, I have had to reschedule four times to get fiber installed. Apparently the "outside work" is never completed. For example, buried conduit (except where it's exposed due to shoddy workmanship) was put in, but no one bothered to put the cable through it. Then weeks later when another subcontractor comes to add the cable, he asks me if I was the one that buried the conduit, as it's not coming from the correct place. When I asked him is he was working for WVT, he told me he had never heard of them.

I was excited to dump Optimum, but this awful experience has forced to act otherwise.

*I must compliment the customer service team for being responsive to me. The conversation is still active, and I will update this review...