Ronnie M.
Here's why 3 stars -- long, but worth the read
I want to explain my 3 stars because it is a mix of two 0 stars and two 5 stars. I ,Daphne, signed up two hours before the Super Bowl 2021. I don't care about the game, but I love the ads and halftime. My husband, Ronnie, hates the ads and halftime, but loves the game. So we have watched the Super Bowl every year of our 25 years together. It said, set up in 2 minutes and ready to go. I read all the FAQ's beforehand. All the terms, the rules, etc. All they had for me to read. I understood that you could not get a refund unless you could not get service at your location and that it had to be within 7 days. Great. I know people who would sign up and then cancel after the game so I totally understood and accepted that. So, with my strong internet connection, a Chromebook, a laptop, and 2 smart TVs, I felt like we would be ok. I signed up on my smart TV. Initially it came up -- I had video and audio. Set up in about 5 mintues. Great! Easy Peasy -- I had time to work (as I'm self-employed) for two hours before the big game. 6:15 -- 15 minutes before the game -- I turned it on in anticipation for a fun night. Nothing. No picture. No sound. I worked with it until 7:20. We tried the smart TV, the ChomeBook, and the new, high end laptop. No matter which one we tried to use, we averaged 20 seconds of the game per 7 minutes of buffering. Livid, at 7:20 I emailed the help desk. On a new American account, on the biggest game of the year, it took 1 hour and 23 minutes to get a response. I saw the email and got excited because, honestly, by this time my hubby was fed up and turned it off and I had gone back to work. So, in seeing the email, I thought I was going to have some good instructions. Now, let me share, I'm no dummy and an IT expert, but having never worked with this streaming service before, I just thought I was missing something obvious. I opened the email expecting a lightbulb and facepalm moment but here's what I got. "Please go to Live Chat for further help." FURTHER HELP, I HAVEN'T RECEIVED ANY HELP AT THIS POINT!!! So, yes, I was even more LIVID. My hubby had given up and moved on, I was working and needed to work and didn't have hours to be on live chat with someone who was obviously going to give me the runaround. Later, needing to go to bed at midnight, I opened a live chat to see what would happen. I simply copy and pasted my LONG, original email into the chat. I was given a link and told to go there and download and click "give permission". Whoa! Being an IT expert, I knew that link was giving him permission to get in to my computer. I run my business on my computer. I have financial information on my computer. So, I told him no. He could tell me what to do in the streaming service and I would do it. Then, he told me to download Chrome. NO. I don't use Chrome. However, my husband does and was using Chrome when this service would not work, so that had already been tried and tried for the longest. Then, he said, "Well, there's nothing wrong with our service it is you." Whoa, again. Then he said some beautifully magic words because it made me realize he was simply typing (or copy and pasting) canned results: He said you must have an internet connection of at least 15 mbps to run this service. Ok, 15 mbps is just less that 2 MBs. I have 60 MBs running my internet connection. This went on and on. He plainly said I wasn't getting my money back and I said fine keep it. I'm going tomorrow to report this entire company as fraud anyway. And everywhere I can. But you keep the money. The sad thing is, I was really excited about some of the channels. I didn't really even want a refund...I wanted it fixed. So, then he gave me this list that this service will run on: You can watch our service on Firestick, Roku Stick, Xbox, Kodi, Apple TV, Samsung TV, LG TV, Sony TV, Android Smart TV, Any Smart TV (with Android TV Box), Android Phone, Windows Computer, Laptop, Mac, iPhone, iPad, etc. That would have been some good information in the 1st instruction that I was given; I have Firestick. (However, it did not work on an Android computer, phone or iPhone, we tried that, too). So, I said, give me the directions, step by step, I'll do it and see if it works. He did (15 steps -- some of which you didn't even really do what the instructions said (click on THIS when your only option was THAT), but, like I said, I know what I'm doing so I got through it. It worked. Now, That really would have been some good information about 4 when I signed up; 6:15 when I was trying to get the game up; or anytime of the entire process. It was not available, I double checked just before posting this. Now, the service not working right, the ignorant email, and basically being called a liar were 3 big 0 stars. However, once I went through all of the aggravation, the service worked great and I did want it, so that's a 5 star. And, in the end, MIAJEE SHAKHAWAT tolerated my irritation with help, he gets 5 stars, too.