ComplaintsforSwyft Connect

• Initial Complaint

  05/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Swyft only works half the time. Been dealing with on and off service for over 6 months. They tell you the actively working on a line but there are no techs working. Their price a month is ridiculously high and they charge ridiculous amounts of money to reconnect service or connect service. They never want to give you credit on your bill when sometimes you go days with no internet. We have been dealing with this for months and they only gave us a 5 dollar credit one time. They are price gouging because they are the only option for high speed internet in certain areas. I believe there needs to be a class action lawsuit against them like there was with att because they are doing the same thing. They slow the speeds down on the weekends when they know people use the internet the most. There is information that when they finish running their new lines that the monthly fee will go up when its already too high for the below standards they have and their customer service is horrible. Definitely low standard of care.

  Business response

  05/08/2024

  We are showing that ****************** contacted Swyft with concerns about his service approximately four months ago and again last month. He experienced slow speeds and expressed disatisfaction with our standard pricing and reconnect fees. Swyft does not dispute that there was an interruption of service due to network outages; as he indicated, we credited his account proportionately, in accordance with our standard operating procedure. When his service was unavailable on two days, a credit for 2/30th of the service price was issued at his request.
  
  The payment due at reconnection includes a reconnection fee and payment for that month's service, along with any past due payments. For this reason, the amount due at a reconnection can include between one and three months of service. Our monthly package costs are not out of line with industry standard pricing for month-to-month packages in underserved areas. Swyft has committed to offering affordable pricing in many ***** awards, and the price of an internet connection package will decrease for many of our current customers in areas where fiber internet is made available.

  SwyftFiber does not throttle, prioritize, or in any way limit traffic (as alleged in the complaint). Speeds during peak hours may vary as a result of many factors outside of Swyft's control including, but not limited to: performance of the customer's device(s); the number and quality of the networks of various operators in the transmission path; congestion or high usage levels at the edge provider or destination, or gating of speeds or access by the edge provider or destination. Accessing service via wifi may result in reduced Internet speeds due to the type of equipment used, environmental and structural conditions in your home, the number of users and other contributing factors.

  Customer response

  05/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21682936

  I am rejecting this response because:

  Yesterday afternoon one of your companys representatives said that there was a technician actively working on the line to get the internet back up and running. We discovered there were no technicians working on the line and that the work order wasnt event created until well after we called in which the work couldnt be started until the following morning. Your company gives misleading information to customers just to quiet them down when they have no intentions on resolving the issue at the moment. Your company has a we will get to it when we want attitude which a concern and is very unacceptable. As far as the speeds do, its funny that when the internet does actually work for a little while, it works fine until Friday after noon then hardly works or is very slow then on Sunday afternoon to Monday its back up and no issues. Cant tell me there isnt something going on there. We cant call your company and very single time the internet goes down. We cant keep up its so often and also because you can hardly get in touch with anyone or they tell you the same lies so it doesnt pay. Im sorry but for 100 dollar a month internet, if Im only above to use it half the month, there definitely should be more than a 5 dollar credit. With the disconnection fees, its funny that yall tried to charge me over 500 dollars to just have to push a button to turn my internet back on and said there is  nothing that could be done then you guys started hanging up on me and refusing to answer my calls. What great customer service you guys have, very professional . You guys will never take responsibility for what your doing or have done and that is the basis to this whole complaint. Instead of lying to a customer and leading them on, why not tell the truth and say that a technician will be there the following morning. Your company rules with an iron fist because your company is the only high speed option here. Im in the sales business and know how demand affects pricing when there is no competition. Just admit your faults and treat customers right would remedy this whole situation. 

  Regards,

  ***********************

  Business response

  05/09/2024

  We reviewed transcripts from the customer service calls, and as ****************** said, he was informed that the lines were being worked on in an effort to restore service. In the event of future service interruptions, we recommend that he contact us to report the outage and request a credit to his account.

  Speeds during peak hours (i.e., evenings, weekends) may vary as a result of many factors outside of Swyft's control including, but not limited to: performance of the customer's device(s); the number and quality of the networks of various operators in the transmission path; congestion or high usage levels at the edge provider or destination, or gating of speeds or access by the edge provider or destination. Accessing service via wifi may result in reduced Internet speeds due to the type of equipment used, environmental and structural conditions in your home, the number of users and other contributing factors. In other words, we agree that speeds vary on the weekends, but there are multiple potential causes. As previously mentioned, SwyftFiber does not throttle, prioritize, or in any way limit traffic. 

  The payment due at reconnection includes a reconnection fee and payment for that month's service, along with any past due payments. For this reason, the amount due at a reconnection can include between one and three months of service charges in arrears--as it did in ********************** case. I believe the disconnection/reconnection in his complaint occurred over 12 months ago. We have done our best to explain our reconnection policy.

  We understand that ****************** is frustrated with his experience of our product and customer service, but we have acted in accordance with our company policy as it relates to credits, reconnections resulting from non-payment disconnects, network management, and call disconnections. We are sorry that our explanation was rejected, we hope that the additional clarification has been helpful. 

   

   

• Initial Complaint

  11/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I just discovered that Swyft Connect has been charging me $20 a month since July 2021 for premium channels that I don't get. I called and cancelled these channels in July 2021. Also my cable boxes are not working so I called them about this. The representative sent a "signal hit" to both cable boxes and not only did it not work, it caused the cable box in the bedroom to stop working completely. I asked that they send out a technician (which they have always done) and was told that they don't do that anymore, that they have stopped servicing the cable boxes She said that they've gone to an upgraded cable streaming system and did not service their cable boxes anymore. She said that I'd have to subscribe to the new internet streaming services at a $30 increase in my bill or she couldn't help me. I'm being charged $130 a month as it is and many of their channels have had problems for months. Example, pix-elating so badly you can't see the picture, no sound, very low sound, or channel not working at all. I've called at least a couple times a month and they've not been fixed. They have credited my bill a few times for this problem, but it continues. I need help. I want my cable bill audited for the past two years and my money refunded. I'm a senior on a fixed income and can't afford to pay for service I do not get. The is extortion in it's finest example. Please help me. Thank you, *************************

  Business response

  11/27/2023

  A ticket has been made and sent to supervisor for review for the refund of the time in which customer has been being charged for the premium channels. Unfortunately we are no longer sending technicians out to coax cable calls as we have upgraded to a new IPTV streaming form of cable. Any troubleshooting that we can do is to be done over the phone with a customer service representative and if cannot be fixed over the phone will leave customer with the only option to upgrade. *** sent over the information as well pertaining to the package not being corrected before the upgrade and seeing if there is anyway for that to be fixed now to stop those charges in the future. We are hoping to have this resolved as soon as possible for the customer. 

  Customer response

  11/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20911432

  I am rejecting this response because: I am being charged $140 a month now for their cable services.  I have to go to their streaming service at a higher cost to me.  I'm a senior and I just can't pay the additional cost to upgrade to their streaming service.  I don't know what else to do.  I certainly do want to upgrade when they've overcharged me for months.  Now what?
  

  Regards,

  *************************

  Business response

  12/05/2023

  Unfortunately the only things left to do are upgrade or disconnect. The company chose to upgrade the system and will no longer support the coax cable and be shutting the plant down that runs it all together very soon. At that time the company will send out notices for customers to proceed with upgrades or unfortunately lose service all together. Our new IPTV offers the same channels on a new platform that is of better quality and no longer comes with issues with older out dated coax cable boxes. I can suggest the *** (affordable connectivity program) that is an assistance program to help take averagely $30 - $40 dollars off the bill each month that *** help with customer finances in affording the new IPTV. The web address for the application is www.fcc.gov/acp.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Swyft Connect is our internet provider. The service is on most days nonexistent, spiritic, and so slow that it is unusable. Swyft charges me $104 per month for unusable internet. due to our area, we have no other choices! It is a shame that this company is allowed to conduct business and collect monthly payments AND THEY ARE NOT PROVIDING THE SERVICE!

  Business response

  09/27/2023

  We are aware of an SNR (sound to noise) issue in and around the Mansura/Marksville area. This is considered noise in the coax lines and will undoubtedly cause services to go in and out. Our technicians have been working for weeks trying to clear that noise from the lines, but unfortunately we only have 2 bucket trucks active for the whole state of Louisiana as now. We have been trying to get more employees to be able to accommodate the large area. A work order has been made for a technician to come out directly to the residence of the customer and we will attempt to add credit to the account for time off the bill in order to accommodate for the service issues. Ticket number for the credit request is  **************

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  No upload speed, been fighting with them to fix it for almost a year now. I have the highest package of internet available and am paying 95/month for services, kids can’t do school work online and can’t do anything that requires upload, I’m constantly calling to have them fix it but it never does. When techs come out they do nothing and leave, most of the time they don’t even contact me to give me any info so I’m having to call back in and wait for 30 min for someone to answer to tell me that they don’t know what the tech did and they would set up another service call, to which the local office does not tell me when they are coming, when they are not, what’s wrong, no info at all. It’s a on going loop……

  Business response

  06/28/2023

  The upload speed issue in ****** was due to a line issue. We have been short handed with techs lately so it has taken us longer to get the line issues worked due to the line tech having to run tech routes. I do show that the line tech did complete the line issue work order on 6/27 and we will have a customer service representative reach out to the customer to make sure that his issues have been resolved.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repeating issues of failure fix service problems. My tv/internet was out of service for 3 weeks in April-May. It was restored but Swyft never would verify if they fixed the problem completely. My tv/internet has been out of service for 4 days now and I have called Swyft 3 times and cannot get in touch with anyone.

  Business response

  06/20/2023

  I talked to the marketing manager in his area and they sent a tech back out to get his services back online. There are several line issues in LA that are being worked on but it is taking some time which we do apologize for. Last time it was moisture in the box so we gave the tech a heads up so he would check that again when he went out there.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  How is this company still operating?! My phone's hotspot is 10 times faster than the sluggish service I'm getting from this provider. I am paying for a 50 Mbps internet speed, yet I am not receiving what I'm paying for. Don't even try to tell me that "speed over WiFi may vary due to signal loss." I understand that and I expect to see AT LEAST 25 Mbps over WiFi. However, even when I'm directly plugged into my gateway, I only see 7 Mbps on a good day. The techs that come to my home are either no-shows or incompetent. The company has broken numerous promises and I am beyond frustrated. This company's service is so poor that they should be sued for their negligence. This is not just a poor service, it's negligence.

  Business response

  02/03/2023

  I talked to the line technician in his area and he is going to come on Monday (2/6) to see if he can get his intermittent issues fixed. We did give him a $40 credit in Dec for internet issues and they also gave him $80 more which is almost 2 full months of internet service. The balance on his account also includes the cable services which we can not credit off since he has not reported any issues with it.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  September 23, 2022, a technician from Swyft Connect came to install the equipment needed for fiber internet. He showed me where he would be drilling a hole for the router. I asked if it would reach from that end of the house to my bedroom which is at the other end of the house and was reassured by the technician that it would work. When I reported the issue, I was told I could buy an extender to solve the problem. I said I don't feel like I should have to pay for it because the technician put it in the easiest spot for him and not the best spot for us to be able to use the internet throughout the entire house. I was then told they could bring me a bigger router for free, which has yet to be done. They first scheduled it for September 12th, 2022 which no one showed up nor called me. I called them back and was told a technician is only in my area every other Wednesday so I would have to wait 2 more weeks. They scheduled it (for the 2nd time) for September 26, 2022 which no one showed up again. At this point I am very upset and would like to speak to a manager. I've called twice and left messages for a manager to call me back and have yet to speak to anyone. Can you please help me get this issue resolved? Any help you can give will be greatly appreciated. Thank you

  Business response

  11/10/2022

  The fiber team was able to get in touch with the customer and set up a time and date for the tech to go out and swap out the router for a U6 one. It was done yesterday afternoon and we called today to check on customer. She said she hasn't had time to use it yet but will and then call us back to let us know if she has any issues with it.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  For the past two month i have been dealing with an incident of low speeds. I have been paying for the highest internet package and my upload speed is only at 1mbs . I have made multiple calls to this service and set up multiple appointment. No one never call back nor show up for the appointments. When you call for support they repeat the same issue reset modem. So back on July i scheduled an appoint for a tech to come out they call back and cancel the appointment stating the issue was resolved . For the past week i am unable to work and can possible risk to lose my job due to the internet speeds . I called in today and voice my concerns and no seems to care or show any empathy. Again a technician never showed up . I had to called in And they simply stated there is a issue with the wire this is the same issue that was suppose to be resolve in July. On top of that i can’t go to work until this issue is resolved., the technician didn’t even come out to check my modem i requested a supervisor i never got a call back no nothing. So i am in a risk to lose my job and no one want to fix an on going issue that they knew about i am still paying the highest fee when i am getting the lowest speed ever.

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