Jess V.
1/5
Our Internet has been out since 7pm last night. It's now 11am the next day. When we called last night at 7pm the tech said there were no issues with the fiberlync network. The issue is with our equipment, a tier 2 tech was supposed to call us back this morning. No tech has called. And when I called the tech line again it says that fiberlync is in fact experiencing a network wide outage. All the tier 2 techs are too busy working on the now big outage to call me back. So not only are they incompetent at maintaining a network even with all the grant money they received they are GASLIGHTERS who can never seem to find an issue with their network when we have an outage but within a few hours there always turns out to be an outage. Waste of money and time dealing with this company. No other companies provide Internet service to our address. Have tried every company I can think of. Starlink is our last option, we are looking into.
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Had another 15 min outage today, we have had temporary outages (5-10 min) at least once a week for the last month. We are now looking into other options because this is ridiculous.
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Update: 5 hours after outage reported I get a call saying they found a broken line down the road that was causing the issues. So looks like we didn't even have to wait around half the day for them to come here after all.
Update: 2/1/23 internet has been out for going on 4 hours. Called them 10 min after it went out, and I had tried the standard troubleshoot/unplug router. Was told there wasn't a wide spread outage but 9 out of 15 on our node were down. And it'd have to be escalated. Got a call 20 min later saying they would send someone out and needed someone at home to let them check the box. After waiting over 2 hrs called them back to get an ETA, after being on hold for close to 20 min. I was told that's impossible to even get an idea of when someone would be available. They would give me a call when possible. Explained that it's nearly impossible to get cell service here without WiFi help and was told the lead technician would give me a call back as soon as possible. Hour later and still nothing. So this company expects you to just sit around waiting on them at the drop of hat with no updates or inkling of when they will fix their network.
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Update: couple days after initial review they came out and gave us a new router since our was an "old one" that was less than a year old. Internet is still only getting up to 400mb but it's better than the trash it was before. The tech that came out was great and informative, the company not so much.
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Paying $80 for 1gig service and only getting 200mb if lucky since moving here in April. Yesterday got 45mb download on multiple speed tests, finally got up to 100 a couple of hours later after getting off the phone with customer service. It gets as low as 20 at times.
Customer service could only tell us to reset our router, which we had already done multiple times and is a routine maintenance we do weekly.. Supposedly the ticket is being accelerated to a tech but we will see how that goes.
