ZoomOnline

60 days: No install, No contact.

I signed up for service on May 20 and was told installation could take up to 60 days. That window came and went with no install, no scheduling call, and no contact of any kind. When I finally chased it down, all I got was a chat agent who submitted a ticket, the exact thing I had already done myself. Since then? Crickets. Honestly, I'm glad I saw how poorly the sign-up process was handled before I became a paying customer. I took it as a sign, cancelled, and I'll wait for a fiber provider that actually knows what it's doing. It's hard to understand how a company advertises a service it can't perform, then can't even manage the most basic follow-up. Poorly run start to finish; I'd be surprised if they last long.

Yikes, zoom internet sucks

Yikes, I hate to do it but I have to go super negative with zoom online. We have had nothing but trouble since install day, even to the point of the install team arguing with each other about whether or not the line was cracked during their install. Nothing but excuses and no help from their customer service team as I’ve asked for assistance getting my unreliable internet service sorted out. And what worse is our only other option is cox. Like talk about being between a rock and a hard place. Both are terrible options for Chandler. As an update, I spent $1100 on equipment from Ubiquiti and now I have rock solid WiFi internet, so clearly the problem lies with zoom online’s equipment. Before I purchased the new equipment, I asked zoom to replace their equipment and they ignored the request. So now I don’t know how to rate them, so I’ll average it up to a 3-star; only because their fiber line is doing its job, whereas their equipment is the weak link.

Best Customer Experience

I just had the best customer service experience I've ever had with Natalie. When you have to call you grow to learn to expect to wait and be frustrated with someone but that didn't happen with Natalie. She was professional, competent and friendly. Her concern in helping me stood out more than anything. What a great customer service experience. Thank You Natalie

Internet down on Wednesday afternoon

Internet down on Wednesday afternoon Called Thursday morning E mail looking into it Friday they book a visit for Monday morning wife works from home unfortunately will have to go to office Called help centre they will email and get back to me Asked for head office address or number he very confidently gave it to me , unfortunately it’s the number I called him on It’s a shame as the service has been great but 5 days? And possibly more to solve a problem? Asked them send me a router as you have checked the line they ( call centre) don’t think we can do that No way at all to contact anyone but a call centre who really have no idea

Outages and Frustration

Multi-day outage in Arizona with little to no updates or even ETA - a large broadband company would never allow an outage of this length. If you’re unable to make a commitment to reliability of service why should a consumer use you?

Only a week or into using the service

Only a week or into using the service, but the tech support has been fantastic. Thanks!

Do to adding several devices to my…

Do to adding several devices to my wifi, I noticed that I was starting to get a lot of lag in my system. Late at night I submitted a change to the next tier of wifi. Withing a few hours, during the middle of the night, my system was upgraded seamlessly.

Zoom

Very happy with the speed and ease of the Internet.

Zoomonline comes as advertised _ Phenomenal!…

Everything about Zoomonline has been great so far. Ordering the service was quick and easy. The trenching and laying of the conduit went smoothly. And the installers (Justin and Robert)were exceptional. The installation was very clean and well done. All my answers were answered in a way that was easy for me to interpret. The end product is phenomenal. Super fast with zero buffering or lag time. I had no idea!

Comp

Company very good

Job well done

Job well done! Usually early, quite shocking!

No preparation

The schedulers don’t prep you for what the installers do. The installers don’t tell you what they are actually going to do. They also said it would take 15 minutes and took an hour for the install. I’m not happy with the install and I’m not sure I’ll keep this provider.

The final set up was quick and done…

The final set up was quick and done professionally

Our transfer from Cox to Zoomline was…

Our transfer from Cox to Zoomline was absolutely flawless, and the customer service has been impeccable—quick, easy, and consistently responsive. Cox was never this easy to work with, and moving to Zoomline has been a major step up. We can always get ahold of someone with no waiting, and the internet service is far superior to what we had before.

Prompt service call was made at the…

Prompt service call was made at the time promised technician made setting up my password a breeze professionalism was outstanding

Installers were very professional

Installers were very professional, know what they were doing and everything I requested for install was done, very happy, plus helped my wife set up her wi-fi on 3 of her devices, thank you.

Professional, Considerate and Efficient.

The gentleman who did the install (he introduced himself but I'm terrible with names) explained step by step what needed to happen. He checked in as he went to make sure I had an accurate timeline of completion. I have cats and he was kind and considerate, making sure they can go outside.

Installers were on time

Installers were on time, knowledgeable, and friendly. Answered all my questions and concerns.

The guys did a great job installing the…

The guys did a great job installing the line from outside to inside the house. Everything was done properly and mounted well. The internet is working great now much better then with our previous provider.

Good support