Was emailed about my service being cut off due to att cancelation. Same 3 options others have mentioned and decided to transfer my service to a new device to keep internet. It's been over a week now and I'm still waiting for my sim card for the new device I wanted to transfer over to only for townbroadband to tell me multiple times that my new device doesn't work.
They also tell me that they do orders and processing in a queue format which is not true. My sister placed an order for a new device with them 2 days after me contacting them to transfer service. She's already got a confirmation tracking number with usps and my order is still on processing.
Customer service and the processing team like to lie to their customers.
LK
Lawrence K.
Paying for service you don't have
I will start by saying our original experience of the provided service was good for being in a rural area. But then my device was stolen I called in and was told i could suspend my service and get a new device. I wanted to talk to my husband who travels before getting another device. I reached out to them they close early and we have been playing phone tag back and forth. They have since charged me for two months of service that i have not had service. For a suspended account. This was never told to me when I spoke to the customer service personnel. Upon calling today the customer service rep was very rude and argumentative with me. So although I originally liked the service i had and it was a good service I will not use a company who does not protect their customers from poor customer service or who would charge full price for a suspended account. There are other products that are just as good and who provide excellent customer service.
RY
Ryan
Beware,and stay away.
Beware! While they will provide you with overpriced LTE data internet, once you are in their clutches they will not let you cancel the service.I started my cancellation process back on Dec 28 2023 and still have not gotten any type of result. How long does it take a "GOOD" company to end service,you might ask? I have already been charged another payment cycle and no help from the secret dept that closes the accounts at Town Broadband.
"Rest assured that this has been forwarded to the respective team, we’ll give you an update as soon as possible." is what they give you as a cookie cutter reply. The updates NEVER happen and the schlubs at Town Broadband keep spinning the propaganda all to keep taking your money. This all started because I explained to them that we had new fiber optic lines run up my street and I switched to a new service at a way lower rate (almost half) from what they are charging. This should be a simple "OK we thank you for your patronage."and then cancel.You can't close the account on the phone. You have to use the special "Open a Ticket" button and wait for someone to respond. People with names like Oliver,Joseph, and get this,Angel will never help you complete the task at hand. Keeping you in a never ending loop of:
Your request has been escalated to our team for prompt attention, and we are actively working to address it.
Our team is committed to providing you with a swift and efficient response.
We understand the importance of your request, and we appreciate your patience. You can expect to receive a response as soon as possible.
Thank you for choosing our services, and we look forward to resolving this matter to your satisfaction.
Blah blah blah. Over a week of non-activity on the cancellation and probably more coming.You have all been warned. Please,do yourself a favor and find a better alternative than the fraudsters at Town Broadband.
UPDATE:
After posting this review a miracle happened. My account got suspended and I was told I will have a refund, although as of writing this I have not seen the refund yet. I guess standing your ground works.
UPDATE:
I am changing my review from 1 star to 2 stars because they refunded me. Customer experience has not changed. They will say they were waiting for the secret staff that cancels the accounts to return from new year break while they were all at work. If that was the case,why not just say so? No reason to ignore or be rude to the people that pay your paychecks.
Response from Town BroadbandJan 16, 2024
I am sorry to know there was a delay with your cancellation, I am not sure about your particular case but for the date you posted this comment, I can assume your request was received during our end-of-the-year recess which was the last week of December, during this time our headquarters staff was given a deserved time off after working 7 days a week for over two months (this recess was noted in our website as well), that week only our call center was open for basic support. However, we started processing pending requests as soon as we came back, all customers who requested a cancellation and the payment was charged were refunded and no fee was incurred even though the service was always active, I apologize if this delay caused you any inconvenience.
