In March of 2016, our yard workers cut a wire that connects to the antenna that operates our wireless Internet services with Rock Solid Internet. Rock Solid came out and rewired the line at that time. Our home has 2 wireless plans with Rock Solid, but this cut wire only affected the one location in the main house. We have been paying for a Quarry Service plan which guanrantees speeds up to 3Mbps. Since March of 2016 the service every time I tested was getting speeds under 1Mbps and i over time was getting fed up, since I knew I was paying for a faster package. On June 1 through June 3rd I was getting speeds of .1 and .2 Mbps or between 100-300kbps. Our other location was also getting the slow speeds, so then I knew this was an issue at the antenna at Rock Solid Internet. I called customer service, they had me run a few tests and then said I needed to test at the POE and this was on a Friday late in the day.
The tech would NOT stay on the line with me, he told me to test directly with the POE and call back. I hung up, connected directly to the POE, and was getting the SAME speeds and told him I have tested on numerous occasions and have not ever seen speeds even near 2-3Mpbs. He told me they were having issues because of the storms and there may be an issue at that antenna, and also mentioned they may be repairing. He then said he would report back and have a technician come out to my home. A technician was finally dispatched on Tuesday 6/14, and I ran tests all morning and was getting less than 1Mbps. He then does some work on my POE and makes some adjustments to the antenna, and also updates firmware or software. He was able to get speeds up to 3 Mbps after that and also did some updates to my other location. He then says I had to pay a 99 fee for them to come out. I told him I refused to pay, since the issue was NOT at my location it was their equipment and their antenna at Bandera pass. He then says I had to sign the form to pay the 99 fee or he would have to terminate my service or take away the equipment. I forcefully then signed the paperwork because I needed the service and then he told me to call the 800 number to discuss with customer service. He admitted that you can't recreate the issues I was having on the slow speeds and that he knew their customer service was not up to par. I could tell he even felt sorry for my bad experiences but could not do anything about it. I immediately called customer service to only be told someone would call me back. I remained in my office for a few hours and never got a call or my office line or my cell line. Rock Solid has 3 numbers to reach me, and I did not get any voicemail messages that day from any of my phones. By this time, I was furious and the next morning filled out the inquiry form online for someone to call me. I also sent tweets out regarding the horrible customer service, as well as made comments on their Facebook page about the crappy customer service and me needing a refund for the last months of overpaying for services not delivered. I finally got a voicemail message on 6/15 from Lori Anne. I immediately called her back and left a voicemail, and left another one at 3PM. On 6/15 after I returned from errands, I listen to voicemail message saying they were terminating me as a customer. As I can see from other complaints on the BBB, it looks like Rock Solid has a history of shutting off service to unsatisfied customers that they over committed and provided poor service too. This company needs to be accountable for not delivering and overcharging customers for services. They need to provide refunds to customers who are not getting the speeds they are paying for. They need to contact customers when they say they will. It appears it is easier to FIRE a customer than own up to the mistakes they have made. I had a call with Lori Anne this morning explaining my experience and the lack of poor service and customer service. She explained they were terminating my service because they could not deliver the services to meet my needs. I told her I wanted to remain a Rock Solid customer but wanted accountability for their issues. She never once took accountability and blamed my operating system (Windows 10) for the slow speeds. Even after I told her I wanted to remain a customer because I have very few options, she proceeded to tell me about some refund and terminating my services on the 30th. No accountability, no resolution, just throw a long-term, 2 account, high paying customer away. This makes no sense to me.
Rock Solid Internet & Telephone Reviews
In March of 2016, our yard workers cut a wire that connects to the antenna that operates our wireless Internet services with Rock Solid Internet. Rock Solid came out and rewired the line at that time. Our home has 2 wireless plans with Rock Solid, but this cut wire only affected the one location in the main house. We have been paying for a Quarry Service plan which guanrantees speeds up to 3Mbps. Since March of 2016 the service every time I tested was getting speeds under 1Mbps and i over time was getting fed up, since I knew I was paying for a faster package. On June 1 through June 3rd I was getting speeds of .1 and .2 Mbps or between 100-300kbps. Our other location was also getting the slow speeds, so then I knew this was an issue at the antenna at Rock Solid Internet. I called customer service, they had me run a few tests and then said I needed to test at the POE and this was on a Friday late in the day.
The tech would NOT stay on the line with me, he told me to test directly with the POE and call back. I hung up, connected directly to the POE, and was getting the SAME speeds and told him I have tested on numerous occasions and have not ever seen speeds even near 2-3Mpbs. He told me they were having issues because of the storms and there may be an issue at that antenna, and also mentioned they may be repairing. He then said he would report back and have a technician come out to my home. A technician was finally dispatched on Tuesday 6/14, and I ran tests all morning and was getting less than 1Mbps. He then does some work on my POE and makes some adjustments to the antenna, and also updates firmware or software. He was able to get speeds up to 3 Mbps after that and also did some updates to my other location. He then says I had to pay a 99 fee for them to come out. I told him I refused to pay, since the issue was NOT at my location it was their equipment and their antenna at Bandera pass. He then says I had to sign the form to pay the 99 fee or he would have to terminate my service or take away the equipment. I forcefully then signed the paperwork because I needed the service and then he told me to call the 800 number to discuss with customer service. He admitted that you can't recreate the issues I was having on the slow speeds and that he knew their customer service was not up to par. I could tell he even felt sorry for my bad experiences but could not do anything about it. I immediately called customer service to only be told someone would call me back. I remained in my office for a few hours and never got a call or my office line or my cell line. Rock Solid has 3 numbers to reach me, and I did not get any voicemail messages that day from any of my phones. By this time, I was furious and the next morning filled out the inquiry form online for someone to call me. I also sent tweets out regarding the horrible customer service, as well as made comments on their Facebook page about the crappy customer service and me needing a refund for the last months of overpaying for services not delivered. I finally got a voicemail message on 6/15 from Lori Anne. I immediately called her back and left a voicemail, and left another one at 3PM. On 6/15 after I returned from errands, I listen to voicemail message saying they were terminating me as a customer. As I can see from other complaints on the BBB, it looks like Rock Solid has a history of shutting off service to unsatisfied customers that they over committed and provided poor service too. This company needs to be accountable for not delivering and overcharging customers for services. They need to provide refunds to customers who are not getting the speeds they are paying for. They need to contact customers when they say they will. It appears it is easier to FIRE a customer than own up to the mistakes they have made. I had a call with Lori Anne this morning explaining my experience and the lack of poor service and customer service. She explained they were terminating my service because they could not deliver the services to meet my needs. I told her I wanted to remain a Rock Solid customer but wanted accountability for their issues. She never once took accountability and blamed my operating system (Windows 10) for the slow speeds. Even after I told her I wanted to remain a customer because I have very few options, she proceeded to tell me about some refund and terminating my services on the 30th. No accountability, no resolution, just throw a long-term, 2 account, high paying customer away. This makes no sense to me.