ComplaintsforCal.net, Inc.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called Cal Net to request service Cancellation AT THE END of the month since the service for this month is paid in full. See attachment. I received a call yesterday at 11:19 am to verify that I wanted to cancel the service and I made clear to the man calling me that I needed the service canceled at the end of the month.Cal Net closes the billing **** at 4 Pm and that is when they disconnected the service, on the 23rd of the month and not the 31, since the service is paid until then.Not only is Cal Net canceling the service early, but the fact that they did it after I can't reach their billing **** seems malicious as retribution for no longer having their services.I want the service that is already paid for restored since I need internet to be able to work form home.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have experienced email and internet connectivity/speed issues with Cal.net since early spring of 2022. I have had my email and internet service with some version of this company since early ****. Since Cal.net took over the company it has nosedived. Deep searches are required to locate tech support numbers. When you dial tech support you typically must redial three times prior to be placing on hold. Once you reach a tech support individual you go through an extremely lengthy process discussing your account only to hear someone will get back with you. It is not uncommon to have to phone back to see why no one has contacted you. My experience has been they gave the wrong call back number numerous times, and twice that I know of, the ticket was deleted. Currently I am using Cal.net's webmail service at their suggestion and all I was promised in using webmail is not available; I am totally unable to upload attachments with email messages. Prior to being told to use webmail I heard the following reasons for their service not performing: "you have an Apple Device" (I do not), "your software and equipment are out of date" (this was written in notes supposedly by a tech who never worked with me and when I shared the message with the tech they were equally amazed), and "there are issues with ********* 360" in addition to "outlook has email issues". As of this date I can not attach anything to an email. Error messages are frequent when using the webmail system and as mentioned in another individual's complaint the service is extremely poor in the evenings. When I phoned yesterday for assistance I was told they can refer me to only one tech and I will need to wait to hear back from that tech??? It is clear no one wants to deal with this problem. It is clear there are service issues with this company yet Cal.net continues to acquire other companies and add new users while stumbling to serve their existing customers.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like to file a claim against ********************************************************************************************************. I have been a customer for a number of years and am paying close to $100.00 a month for wireless internet service from *******. I am on the Wireless Express plan which promises upload speeds of 7 to 10 Mbps and download speeds of 2-3 Mbps. On average when the upload and download speeds were tested every evening for one week on their own web-page platform, the upload speeds averaged from 2-5 Mbps upload speeds, and 2-3 download speeds. The minimal upload speeds in the evening are insufficient to allow streaming of live TV or movies as the show will stall, flutter or disconnect from the service.I have called *******'s technical support number several times and each time I am told to always reset the router, to do a "pass through test" by disconnecting the router, and to call back. I have done this and still cannot get an adequate resolution. It almost appears that ******* "throttles" down the upload speeds at night during the heaviest usage times. This is not acceptable service based on what I pay. I understand that occasionally the upload speeds will not be as advertised, but night after night is not acceptable. We have asked ******* to send a technician out to check our signal strength and potentially relocate the wireless antenna. We were told a technician would call back with a scheduled time. That has been over three months ago with no return call or visit from a technician. Just a cursory look at Yelp reviews for this Company shows a history of poor performance and even poorer customer service. This again is not acceptable as internet service in rural area is limited and this company uses that as leverage.We would like ******* to fulfill the contracted agreement to provide upload speeds of **** Mpps and check the antenna location and signal strength is at the highest level.

  Business response

  05/05/2022

  Per our last conversation It seems that the buffering and speed issues have been resolved when you purchased a new Fire Stick device and turned off the *** in your local network. I will go ahead and leave the higher speed package in place for you to try out with your new device until 6/1/22 at no cost to you, and I will be closing your Ticket and consider this matter resolved. It was a pleasure working with you and please if there are any other questions or concerns do not hesitate to reach out to me directly.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩