VEXUS FIBER Reviews (%countItem)
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VEXUS FIBER Rating
Address: 1220 Broadway STE 100, Lubbock, Texas, United States, 79401-3202
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+1 (806) 771-9461 +1 (806) 788-3383 |
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If you are paying for TV. I recommend YouTube TV, because Vexus is a terrible TV service.
Instead he spent the next 2 hours working out the problem (Turned out to be an update problem). he even contacted us the next day to make sure everything was still working . I felt like he went above and beyond to insure our satisfaction
My name is Mara Alonzo here is my phone number 9405005663 call me and you need to fix this problem.
I haven't had cable since the 7 of July and I'm going on two weeks I call and they tell me it would be tomorrow or the next day No cable yet.
I pay my bill on time this is ridiculous
I have contacted everyday both phone and email
NTS Communications, LLC, now does business under the assumed name, Vexus.
The customer's service went down on July 7 due to an equipment failure. Vexus had to order equipment to replace it. When the equipment arrived, Vexus installed it and restored the customer's service. However, the same day it was restored, the customer's service went down again due to a secondary electrical problem. Vexus corrected the electrical issue and restored the customer's service on July 22. Under the circumstances, Vexus did its best to resolve the service issue in a timely manner. In accordance with its policies, Vexus will issue a credit for two (2) weeks of service.
Worst company I have ever dealt with in 65 years. Terrible product, terrible service, terrible price. with NTS over 20 years Vexus got be to switch in two months. Beware of this truly terrible company. Don't expect them to be around too long. Nothing good about this company.
For ten years my spouse and I were customers of NTS communications. On March 2020 they became Vexus Fiber. 1st bill after that we were charged an additional $34.00 without explanation. On 5/4/20 I spoke with Frank who offered $10.00 discount. (The next bill did not indicate a discount). I also voiced by concerns about the speed of the internet. Frank offered no solution only to refer me to *** for $200.00 router at my own expense. Two weeks later I had need to make a long distance call. Previously with NTS long distance calls were 3cents a minute. I was told now they would be 49cents a minute.
Billing Adjustment Since we are not getting better service or any different service the bill needs adjusting to what it was. They need to provide a better router to warrant what I am paying. They need to be more customer oriented. they need to go back to 3cent per minute charge and not 49cents.
NTS Communications, LLC, d/b/a Vexus is researching the customer's complaint and requests that the deadline to submit its response be extended to June 8.
This customer's charges went up because he had been receiving a promotional discount which expired in March. The $10.00 discount referenced in the complaint was not applied to the customer's bill until after he filed his complaint. Per Vexus' records, the customer's long distance rate has always been $4.9 cents per minute. Also, the customer provides his own router which needs to be upgraded for his service to work properly. Customers have the option to obtain a router by purchasing one from a store like *** or renting one from Vexus for $7 per month. Vexus has attempted to contact the customer to reach an amicable solution but the customer will not return our calls. Vexus believes it has taken every reasonable step to satisfy the customer and considers the matter to be closed.
LONG WAITS ON PHONE. COLLECTION CALLS US, BILL WAS PAID. BILLING HAD TO MAKE CORRECTIONS ON THEIR END.
Maria, I am very sorry to hear that you have had a negative experience with Vexus. We take our customer feedback seriously. Please call us so that we can resolve this issue. Thank you.
I was double billed for service I haven't even received yet
I have been a customer of NTS Communications for 18 years. NTS Communications was recently taken over by Vexus Fiber. I paid my last bill with NTS Communications on March 20th. I received my first bill with Vexus and immediately signed up for their autopay on April 11th. I was expecting my bill of $80.42 to auto draft on April 24th. Evidently, due to an error with Vexus, it did not auto draft. I was then billed on April 30th for the past due amount of $80.42 plus the amount due for the month of May. On May 1, they billed my credit card for $157.08 because they said I did not pay in April and because of that, they charged me for the month of May as well. I tried to explain to them that I did not intend to not pay, that I thought my account would be paid because I set up auto pay. I asked how I could already be charged for service that I have not even received (May billing cycle does not start until May 5 - June 5). I then told them I would be canceling my service before my May billing cycle started on the May 5th and she said they would not refund me even though I was canceling service before my billing period. With everything going on in the world today, I can not afford to pay for a month of service I have not even received. To me, this is a dishonest business. Again, I have been with the company 18 years and have always paid my bill on time. I should not be punished for their mistakes. I spoke with Larry and Rebecca about my problem and no one would help. I also asked to speak to a manager and they refused.
I would like them to correct their billing mistake and refund me $80.42 that technically should not be due until the end of May. I am afraid I will be billed again at the end of May for service I have already paid.
NTS Communications, LLC, began operating under the assumed name, Vexus, on March 16, 2020. Vexus billed the customer for the May charges as a result of a billing system conversion. Vexus has communicated with the customer and agreed to refund $80.42 to the customer's card. In addition, Vexus has agreed to upgrade the customer's service to 400/400 Mbps at a discounted rate and to replace or repair any faulty wiring which might cause service problems. Vexus considers the matter to be resolved.
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally called to resolve this issues we were having.
What a piece of *** company. Cut off service to an assisted living during the lockdown with no warning. We had two service tickets outstanding but they insisted we were told in February that service was going to be cut. Still drafted payment for services on April 20th after cutting off services on April 13th.
I would give zero stars if possible. We cancelled out NTS service in May 2019 because they were charging us for two lines and dial up internet for years, and we did not even have the lines coming into the building. In October of 2019, we get a bill just for the dial up after cancelling in May and receiving no bills for four months. After calling them and telling them we did not have dial up service with them and even checking outside to see if there were even lines coming into the building, they refused to take the charge away. The customer service representative got very snarky on the phone and said he was going to send us an early termination fee charge. Fast forward to today, I received a bill for $1933.02 for service that was cancelled in May 2019. I called to discuss this matter and the representative was short and not willing to let me talk to a superior.
I would not use this service because they charge you for lines that are nonexistent. They are unwilling to work with a customer even though they knew we were paying for service we did not have and now they are billing us for services cancelled four months ago.
Constant buzz on line, every time ATT repairs the buzz 4 NTS, they disconnected dsl that is on separate loop. NTS not supporting my service.
Constant noise/buzz on phone line, every time ATT repairs the noise for NTS, they disconnect my dsl which is on a separate loop. On 2/5/19 I reported noise on phone, Att repaired 2/6/19 & cut my dsl. On 2/9/19 my phone was dead; Att tech repaired at dmark & dsl came back on briefly; later tech went to co lo and cut dial tone & dsl again; he called to tell me he was working on my line; I asked him to let me know when done so I could verify dsl was still working. He said he would call; he did not call & he disconnected dsl again. On 2/12/19 NTS tech w/help from Att tech at co lo found where the dsl coil had been pulled from NTS equipment; they plugged coil back in & I had dsl back until 3/26/19 when Att repaired noise on my phone line again. Again they disconnected my dsl and it has been off ever since. The noise problem has been continually bad since original call to NTS on 2/5/19
I pay nts for dsl and phone service that is provided via ATT old/decrepit copper wire from the 60's & 70's in Timbercreek Village. ATT office of the president will not talk to me because I am not paying them for service. Most ATT technicians refuse to talk to me about issues, lecture me that I am too far from co lo for good dsl service and 1 has accused me of being irate/verbally abusive on 4/2/19 when security cameras show no Att personnel came on my property; phone records of technicians phone can show he did not call me either.
Filed 1st complaint w/PUC re: *** XXXXXXXXXX, *** XXXXXXXXXX & *** XXXXXXXXXX
Filed 1st complaint w/FCC re: ***XXXXXXXX-X, XXXXXXX, & XXXXXXX
I pay NTS for landline XXX XXX-XXXX, and DSL internet service; I just filed an internet complaint with FCC and am now filing a poor phone service complaint phone line has constant buzz, noise, and static. NTS told me they cannot fix, and will not support because it is an ATT problem. I can not report to att because I am not their customer. NTS is disconnecting my dsl as of 6/1/2019, because att states I am too far from co lo at Osage to support dsl. However I have had dsl for 9 years and it works fine until att repairs noise and disconnects it.
NTS tech supervisors ***/*** refuse to send their tech out for any noise trouble and state I will have to live with the noise; they cannot force ATT to repair properly, there hands are tied; however, they will send tech if I lose dial tone & informed me via their attorney they are stopping my dsl service.
I can provide sound recording made on 2/9/19 of AT&T technician telling me ATT has told NTS to stop providing DSL service to me, he was very rude & verbally abusive to me. This technician is the one who I believe pulled the coil off NTS interface equipment at the Osage central office that NTS discovered on 2/12/19. When coil was replaced in presence of NTS technician, my DSL was restored until 3/26/19 when ATT reported noise repaired again (it was not) and closed noise ticket. The same day I had to report DSL disconnected again, and has not been reconnected.
I also have voice recordings on my answering machine that will demonstrate how bad the noise and static on my phone line is; many of these messages are from NTS telling me my line has been repaired.
NTS & ATT both state: because of the distance from co lo nothing else can be done for the noise on phone line, and say the distance is too great to support the dsl I have had for 9 years with no complaints other than when ATT repairs noise on my phone, they disconnect the dsl that is on a separate loop since the same thing happened in 2018. Please see list of complaints I filed above with PUC, FCC, & Attorney Generals Office ***XXXXXX
Install new copper wire or fiber optics to Timbercreek Village; this would help all residents who have to deal with the pathetic phone service provided here. Att should be forced to call and verify noise or problem is repaired before closing the ticket with NTS; they should also verify they have not disconnected any other service before closing a ticket and leaving site. I want my dsl service that has worked for 9 years back and would like a refund of phone and dsl service for the time noise was reported & dsl was disconnected in 2018 and for 2/5/2019 to present. I would also like my name and the NTS records cleared of the false accusations ATT tech *** made on 4/2/19. NTS & ATT need to provide better customer service and stop putting end users in the middle of their conflicts over the old copper wiring that is causing the buzz/noise suffered by all residents of
NTS provides service to this Customer over leased facilities from AT&T.
NTS has advised the Customer that AT&T no longer supports DSL service. Therefore, NTS is discontinuing DSL service effective June 1.
NTS is scheduled to meet with AT&T at 1:00 p.m. on May 28, to address the Customer's trouble with her telephone service.
(The consumer indicated he/she DID NOT accept the response from the business.)
I want the pulled coil found by ATT & NTS on 2/12/19 investigated and addressed as sabotage of my dsl service. I have a voice recording of ATT tech, and a video recording documenting I HAD dsl when he was at dmark and ATT promising to call me before they closed the ticket to verify my dsl was still working. ATT tech pulled coil off 413 and would not answer his phone when I called him to tell him he disconnected my dsl again.
Same thing happened with another ATT tech in 2018; ATT tech cut dsl line on terminal post on *** and refused to re connect for 2 weeks, refused to come to vendor meet with NTS;
I want false accusations by ATT tech on 4/2/19 addressed and on NTS trouble log. and an explanation of how the ATT tech who reported me as verbally abusive and irate managed to speak with me with out calling me or stepping foot on my property. Again I have 2 cameras set up and no one came to dmark or my front door on 4/2/19.
I want something done about customer service between ATT and NTS; I have to report the trouble 20 or thirty times because:
1. ATT refuses to tell me they are coming on to my property
2. ATT refuses to tell me which NTS ticket they are working on
3. ATT refuses to check with me before they close the ticket and state they cannot find a problem; causing me to have to call NTS multiple times with the same issue over and over again.
4. NTS act as if they cannot do anything about the sabotage, poor customer service, or false accusations and will officially cut my dsl as of 6/1/19.
ATT is NTS CUSTOMER and NTS should do something to stop this harassment and sabotage of my dsl.
To compensate the customer for the trouble with her DSL service, NTS issued a credit on her May invoice for four full months of DSL service, a total of $139.96.
As stated previously, NTS discontinued the customer's DSL service on June 1.
On June 6, NTS determined that noise on the customer's phone line was due to a problem with the customer's inside wiring. NTS is not responsible for maintaining or repairing the customer's inside wiring.
NTS has worked diligently to address the customer's service issues. NTS has issued a credit that NTS believes is fair and reasonable. Therefore, NTS requests that this matter be closed.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT accept NTS explanation on 6/10/19
I have had my in house wiring checked, and no issues were found, the noise is not coming from my inside wiring or my equipment as NTS is trying to say. Many other village residents have the same buzz noise on their lines. I have two friends that are further away from central office than I am; however they are both ATT customers and their issues are always resolved within 3 days of reporting the same trouble to ATT. My noise started February 5, 2019 and was only a little improved on May 28th; it returned on May 29th and then was some what improved again on May 31st. I still hear the buzz, but can at least hear over it, it is not gone, but it is much better than it was. It is ironic that it took 4 months for any improvement on my phone line vs the 3 days ATT customers get their same noise repaired. I have moved my phone system to the newer phone line in the bedroom and noise was better for a day, then returned again on 5/29/19, ticket # XXXX XXXX XXXX; it then got much worse again and I reported it again with ticket #XXXX XXXX XXXX.
I have asked NTS to investigate the SABOTAGE, HARRASMENT, POOR CUSTOMER SERVICE and, the FALSE ACCUSATIONS that ATT tech made against me on 4/2/19; I have asked NTS to explain why when the dsl coil was pulled/DISCONNECTED from NTS equipment on 2/9/19, discovered on 2/12/19, replaced on NTS equipment on 2/12/19 restoring my dsl, reported on NTS trouble log, only to be disconnected again on 3/26/19 when ATT worked on my noise problem (that is on a separate loop) and continue to say dsl is too far from central office to support! .
Returning the few months of dsl service is not acceptable as I have documented proof that both companies have worked together to harass me into giving up my dsl service and are using their sabotage of my dsl and phone service as an excuse to discontinue both my dsl and phone service. NTS has recordings of their excuses and refusal to open new tickets for the noise on my line. They actually told me they were not going to open any new tickets or send their technicians out to my home unless I had NO DIAL TONE, *** and *** (NTS supervisors) both told me I would just have to live with the noise or change providers; they are even documenting in their trouble log that I said I was ok with the noise. Only after I filed a complaint with Revdex.com did they entertain trying to get the noise stopped again, and allow me to report trouble with noise on my line.
Today, I called NTS to ask what their records show hoping to understand why they are saying 6/6/19 in their response to the Revdex.com when the vendor meet was actually on 5/28/19.
The NTS trouble desk person I spoke with refused to read ATT or NTS technicians comments made on the NTS trouble log and refused to answer basic questions as to what ticket number was last worked on and when was it closed; I also tried to get her to tell me what comments were made on 5 /28/19 vendor meet, I was put on hold for over 20 minutes and was still not given the information I requested, I asked for a supervisor and was told a supervisor would call me back; however no supervisor called me back that day or the next day when I called NTS AGAIN to get clarification. When I finally was able to talk to *** the supervisor with NTS, she said the problem was inside wiring or equipment. I asked her to have Kieth come out and change wires at back at dmark taking the older kitchen wiring off dial tone to prove the noise is no on my wiring as ATT & NTS technicians stated. I moved my phone system into the bedroom on the 28th. The noise was less pronounced but still there. When *** from NTS called to see if noise was repaired I told him it was not completely gone but I could tolerate it if it does not get any worse. Unfortunately the noise came back with a vengeance on 5/29, so I reported it again.
On 5/31/19 around 10:20 am, *** a ATT technician from Dallas called and said he was coming out to work on my dsl; I started to question him but decided to wait until he got here to ask him what NTS ticket he was working on. He worked on the problem until 6:45 pm & told me he had done all he could....again he had improved/reduced the noise level to a level I can tolerate. NTS help desk personnel refused to discuss trouble log notes from this visit from ATT, they acted as if they did not dispatch ATT to work on my dsl as he told me. I did video record *** when he came to dmark, and can play this video for anyone who can help get this ridiculous situation stopped.
NTS did not address any of the issues I listed below:
I want something done about the poor customer service between ATT and NTS; I should not have to report the same trouble for 4 months before the noise is repaired. I should not have to listen to NTS tell me over and over that ATT closed the ticket because they could find no problem. I should not have to tell NTS that ATT never came to dmark before clearing the problem causing me to have to call NTS 20 or more times to report the trouble over and over because ATT refuses to come to dmark to repair.
1. Per NTS, ATT came to dmark to work on ticket XXXX XXXX XXXX today 6/12/19, they reported no trouble found and cleared the ticket around 11 am today without checking with me to see if it had actually been repaired, I called NTS 3 times to ask about their statement on your complaint form stating on 6/6/19 it was determined that the problem was with my inside wiring. I believe this was actually discussed on th 5/28/19 vendor meet when both ATT and NTS came at 1:30pm.
2. I spoke with *** (supervisor) who said problem was inside my home. I tried to explain I would like for NTS to remove kitchen jack wire from dmark to prove it is not my kitchen wiring at fault here. She kept saying NTS could not do anything inside my home; I tried to explain he needed to remove wiring from dmark box and would not be able to do anything inside my home.
3. *** the NTS technician documented on NTS Trouble log the following statement: "She has noise on her IW going to the kitchen phone. We told her the line would be clear if we left it off at demark. She's the one that wanted us to kook it back up when I met ATT out there at the last vendor meet. So she can either deal with the noise or cut the kitchen ***....can't have it both ways."
4. I tried to explain to *** what *** is stating in #3 above; she kept saying he could not change anything inside my house.
5. *** on the trouble ticket desk, threatened me with another "review of my account" today and refused to answer or read comments from the 5/28 vendor meet. She was extremely rude, even laughed at me when trying to explain something to her. She said I could subpoena the log because she was not going to tell me anything from previous tickets. Very unprofessional.
6. After I was finally told the ticket #XXXX XXXX XXXX was closed today (6/12/2019) around 11:00am by ATT who stated they tested at demark and found no problem I pulled the card from camera that captures any movement at demark. I downloaded the pictures that clearly show NO ONE came to demark today.
7. When speaking to *** I asked her what NTS would do when I could prove they had not come to demark, she only said she had no control over ATT. I have motion activated cameras that capture any activity at dmark. NO pictures shows ATT at demark on the 12th of June. They tested from central office & closed the ticket again.
8. NTS came to demark this afternoon and disconnected the kitchen jack from dmark; I have my phone system on the newer bedroom wire/jack that had been used for dsl. The technician removed the kitchen jack and verified there was a buzz/noise still on the newer line in bedroom. Proving that IT IS NOT MY INSIDE WIRING CAUSING THE NOISE!
NTS refuses to address the blatant sabotage, harassment, poor customer service, and false accusations made by ATT against me; they have used every excuse possible to disconnect my dsl, which was actually disconnected 3/26/19 with both companies saying they couldn't support it? Again I will repeat: They provided and supported my dsl for 9 years, with no complaints other than it being disconnected when ATT works on my telephone noise which is on a separated wire since 2018 or when ATT actually cuts the wire at the terminal next to my driveway as was done and documented in 2018.
Please refer to the complaints listed on my 1st complaint for details.
Before trying to convince me the noise is caused by my inside wiring, ATT & NTS both tried to convince me the noise could not be repaired because of the distance I am from the central office. NTS supervisors threatened me with "The noise is always going to be there because of the distance from the central office and we and ATT have done everything possible to stop it. If you want to continue with our phone service you are going to have to live
NTS is a rip off ........ Signed up for a business account and then we built an office tried to transfer the account but they do not have fiber in this area.
NTS said that we will have to pay the contract out and there is no early termination fee.
The service was terrible always down as well.
NTS needs to have that option for businesses because they do move and its not our fault that they do not have fiber in the new office area.
If I could give a negative star to them I would..... :(
Sincerely ,
Ripped off customer