Reviews

Review Details

• Review fromJulie M

  Date: 08/05/2025

  1 star
  I used Mercury Broadband for over 2 1/2 years. No problems until I cancelled my services. Now it has been a nightmare. I have been waiting 3 months for a refund that should never have been charged. 5/21/2025 my equipment was scheduled to be picked up and I was told I owed nothing more. 5/26/2025 a payment was taken from my account, as I was on autopay. I then received an invoice on 6/4/2025 showing I had a negative balance, so I contacted the company and was told a ticket was put in for a refund. 7/4/2025 an invoice came stating I owed them for equipment not returned. I contacted the company again, and was informed they were unable to take the equipment off my garage roof on the original pick up date and they needed to reschedule to do so (they already have all equipment from inside my home that was picked up on 5/21). I told them to come anytime as this equipment is outside. 7/10/2025, equipment removed, I was told a refund would again be issued. 8/4/2025 billing statement arrives, not only without a refund, but with a $5.00 late fee added to the previous charges, which I DO NOT OWE! Called the company again. This time being told that after the 8/4/2025 invoice was created, a note was added confirming all the equipment had been received. So, they waited until after the next invoice is created before crediting the 7/10/2025 final equipment removal? They will not issue a refund until after the 9/4/2025 statement comes out now. Basically, if they get your money, you will pay hell to get it back because "This is how it is done". The equipment should have been fully credited by 7/10/2025 and a refund issued on 8/4/2025 if this is how they do things. Actually, the equipment should have been all removed on the original scheduled removal date and my account should have never been charged. I regret ever doing business with this company now. Unacceptable accounting services.

• Review fromJami W

  Date: 06/05/2025

  1 star
  They have the worse customer service and never call you back. I have left numerous messages for a supervisor with no return call.

• Review fromScott C

  Date: 05/22/2025

  1 star
  We canceled our service last year in October. They came and disconnected our dish and took it. We stopped autopay and I sent their emails to spam after first one that said we owed our monthly dues. So for 7 months they kept billing us with no paper trail so we had no idea till a collection agency sent us a letter. Confused we called mercury and they said you canceled your service in October. I then asked if they show they received our equipment and answer was yes...so you see we canceled and you have your equipment and there's no contract or cancelation so why are you sending us to collection and the lady said I can no longer talk to you. We called back 3-4 more times and acted incognito and just asked status of our account and person that answered said you closed your account in October and we picked up your equipment...lol so again asked why are we still being billed and this guy said I have no idea but I can no longer talk to you.
  We canceled
  We turned in the 1 piece of equipment we had
  We stopped autopay
  We have an email that's says no contract or cancelation fees from Heather who works for them.
  They are trying to steal.

• Review fromWayne G

  Date: 02/23/2025

  1 star
  Mercury is a terrible company. My internet has gone out 10 times today and it's only 330 lol. Not to mention customer service never apologizes. Can't wait to leave this company

• Review fromSinatra B

  Date: 07/27/2024

  1 star
  Poor service & over priced. Problems with speed and connection since day one of service. I paid $99 a month for 150mbps. Repeated calls in and several unsuccessful or temporary fixes from their team. Ultimately culminated in three weeks of calling every few days to get slow speeds (10mbps - 30mbps) and regular disconnections in the middle of the day and night resolved once and for all. After hearing "It's definitely a network issue" over and over, then "oh the network team reported the issue as resolved". Finally ended the service and this company didn't have the decency to waive the disconnect fees to make up for failing to deliver on what was promised. Apparently I needed to and I quote "call in to complain for 3 months straight, every week". So I didn't qualify for the fee to be waived. Find another company if you need internet.

• Review fromJay W

  Date: 06/28/2024

  1 star
  In Franklin County Kansas, I had a horrible experience! Complaining about my service they kept sending text out to check the tower. One honest tech told me I was not getting what I was paying for.! So I called in to lower my payment and they would not allow me to do so until they sent a tech out to check the tower that happened three times the same result three times and they still charge me $105 a month! Kwik com had just put fiber in our area and wanted to have that tested out! When I called back to mercury, tell them that fiber was faster and I was disappointed. They didn’t let me drop two the $50 plan. The customer service rep told me he would work with his manager on trying to get the $200 wave since I’ve had horrible service my entire 21 months with them! Really disappointed in their lies over the phone and not complying to what they say! If you live in Franklin County, get rid of Mercury broadband and go with kwik com!!! My neighbor and I are super pleased with the results were getting through our fast Internet now and there’s no contract!!!

• Review fromAlexis C

  Date: 06/20/2024

  1 star
  Horrible Experience! We have had this service for about 18 months. I solely work from home and have been without internet days/weeks at a time before they can send someone out to address the issue. Over this 18-month period, we have called for service issues at least twice a month if not more and had multiple Tech's out. They have replaced the router 3 times and the radio box twice. They have moved the radio multiple times and this last time decided to put in on a metal pole in the yard. The first time the radio was replaced it was stated by the technician that they have a lot of problems with them. The second time it was replaced nothing was said to us directly about any lightening or lightening damage or that they had to replace the radio because of lightening damage, or that we would be responsible for that cost. However, I was sent a bill the following month for $416.48, our monthly bills is $99. When I called to question this charge and why I was responsible for this cost this time they tried to tell me that the technician left notes stating there was lightening damage to the ground, wire, pole and radio. This is 100% not factual. My husband was here with him and watched him the entire time. He did not replace anything but the radio box. My husband is also an electrician and knows lightening damage when he sees it. The fact that power box and pool pump are less than 3 feet away as well and there are no issues. When I contacted the supervisor and asked to be refunded, Sierra was the most unprofessional and rude person I have EVER encountered at the company. Not only was she not willing to make things right, provide proof of lightening damage by picture or refund my account, she also refused to send me onto her supervisor. I would not recommend this company to ANYONE.

• Review fromThomas B

  Date: 05/14/2024

  5 stars
  On Monday, My 13, 2024 on Gibbons Rd in Grant Township, St Clair County, MI I had a very pleasant experience with two of your installers. Juan and his partner, whose name I do not know, but who was a soft spoken southern gentleman who was buit like a linebacker, did a very clean, professional install from the road to my house, of fiber optic cable. They accidentally cut my invisable fence line, which we discussed, but I figured I could just fix it on my own, so I sent them on their way.
  
  When I attempted to fix the line I was unable to locate it. The next day I called to ask if someone could come back at some point and assist me in locating the wire. It was incridable, but within a half hour of my phone call Juan and his partner were at my door letting me know they were going to repair my invisable fence. They did repair it within 15 minutes, very beautifully with no damage to my lawn. When the repair was completed they insisted on testing the fence line to be sure everything was ok.
  
  They did such a good job and so quickly. They were so courteous and very concerned that I was completely satisfied with all the work done. This is customer service at such a level that I have not experienced in a long time. Their competency and genuine care for quality work was very impressive. Both of these men should receive a special commendation for the excellent face they put on Mercury Broadband.

• Review fromBridgette M

  Date: 04/25/2024

  1 star
  Horrible customer service. Service never worked but they still sent us an early termination fee.

• Review fromWill N

  Date: 04/09/2024

  5 stars
  Dena was very polite and professional! She is helping me with my billing issue.