Mercury Broadband
reviews and complaints

We had a great experience with the guys who came out to set up our service. The service is mediocre but in our remote rural area, all the wifi companies are about the same. That said, I have had nothing but problems with the billing department.

We have 2 accounts set up on autopay. One has no problem and everything is fine. The other one I get emails every month saying that I haven't paid. When I called in the first few months, they assured me that it was a glitch in their system and that it is taken care of now and that I can disregard the emails. So I did. Then I got emails stating that my service was going to be shut down for lack of payment. So I called in. They again assured me that they fixed the problem and I can disregard it. This has literally been going on for 5 months. This month they have now charged me a late fee and said it was my fault. Every time I call in, I am treated like I am a stupid person who knows nothing. Customer service is rude and condescending. I'm accused of lying when I say how I've been calling in over and over. I'm told that I must not have set up autopay correctly, even though they were the ones who did it. Last month the person I talked to assured me that the late charges would get reimbursed on the next billing cycle. It of course never happened and the last 3 phone calls have been customer service reps arguing with me and treating me like I am stupid and don't know what I'm taling about. I asked them to go back and listen to all the phone calls instead of accusing me of lying. I was told they would ask their supervisor to do this, but either way, I have to pay the late charges. It has been so maddening to work with people who treat the customer like they are the enemy.

This is the worst Internet service I have ever used. It was installed July 18 2023, this is August 1 2023. It has been 2 weeks and I have never had a consistent connection or when connected anywhere close to the advertised speeds. My main use for the service is to stream TV, at best all I can do is check email. When the TV connects the connection last only a few minutes and I loose the connection. I have called support everyday. They told me when installed the tower providing my service was experiencing issues, having problems since July 14th. I call daily relating my service is still not providing a solid connection or running advertised speeds. They told me the tower equipment needed to be rebooted, power cycled, which took 3 days to complete from what I was told. Then the tower went down completely and I was told they were going to change the equipment on the tower. The order, ticket, was entered into their system on Saturday July 29th. I was not able to reconnect till Tuesday morning, August 1. Now I am back to the same slow speeds. Speeds typically from .0.5 mbps to 28mbps download and 0.1 - 7.3mbps uploads. I signed up for 75mbps download and 10mbps uploads. The technician told me since my equipment was installed in the rain it might be an issue with connections and speed. Tech support, including the network team insist there is a problem with the tower servicing my area. They have also told me there are only 12 customers in this area connected to this tower. So bandwith should not be an issue, evidently 12 customers isn't enough for them to worry about fixing issues in a timely manner.

I would advise not to try this service if you have any other options or need more than occasionally checking email. Calling daily on most days they have a pre-recorded message of outages they are experiencing. My area was listed once but has had problems now for over 2 weeks.

IPA $79 a month been with Mercury for a little over two months Internet is down almost every day the last two weeks. I have made number of phone calls the Internet will come back up work for maybe 24 hours and back down. Terrible service I can't recommend Mercury Internet to anyone.

Constant loss of signal which drops my connection and doesn't register in the office as its not down long enough on their side to register. Will not run a sniffer on my side to support resolution. Techs been on call when it drops as well as known interference issues yet they can't fix this. Our neighborhood experiences this constantly. Hoping for a new provider to get established soon.

I had their service for about 7 months. Within the first month the service started going out. It was determined that the equipment was not set up correctly and they would send someone to fix the issue. Well I had to pay for them to correct the faulty installation! That was just the beginning. It was a rare day when I did not have to power off the equipment to reconnect the service. I called tech support several times but got no response. I eventually gave up trying to get help and accepted that resetting was what i would have to do. In March 21 the service stopped completely and would not come back on. I called and left messages, I used the online messaging to contact them, I even called sales to try to get help. I got nothing. I had no service. Being frustrated I said in a message that if they couldn't or refused to get my service working then just cancel my service. Well they called right away and set up a time to come get the equipment. No attempts were made to troubleshoot the issue. It was simply a call to say they would be out on a certain date to get their equipment. I was shocked to get a bill for $200 for early termination. The service was not working and they would not fix it.

Critical: Professionalism, Quality, Value Do not use this service! We are all about giving people/companies the benefit of the doubt and I am not one to ever go on and make a review. But I want to help anyone that is trying to make a decision to go with this company. Last year on March 18th they came to give us an "upgrade" to our system to supposedly make it faster. The speed was so slow that it wouldn't even connect to a lot of sites etc. We called in many many times and they delayed coming out to help us remedy the situation after over 2 months of no service working at all. We were told for months that they didn't know what the problem was and then finally they told us that it was an issue on their end and that they were sorry for the inconvience. We have spent literally hours on the phone to tech support and billing support. A technician came out to try to figure out the issue and we were told by tech support that many people were having issues as well. We were given excuse after excuse after excuse. We were promised that they would be issuing credits for the months that it didn't work at all. (Over 5 months) Now when it comes down to it after almost an entire YEAR of trying to remedy this situation they are going back on what they promised they would do for us. Completely unprofessional and dishonest!

Moved to the area about a year ago. Had Mercury Wireless installed to include home phone service and internet. Had to constantly reset the Grand Stream due to loss of service. On July 9th lost internet and home phone. Lost internet for 5 days and home phone for 19 days. I called continuously. On day 5 a technician arrived and informed me that they had put a new antenna on the tower and that is why I wasn't getting service and we would have to replace the outside box to talk to the new antenna. He got the internet going but was unable to get the phone service on again. after 19 days with no phone a technician came out and discovered that the previous technician h ad wired the Grand Stream box back into itself and wasn't able to get or send signal. I talked to customer service several times and aske if I was going to get a credit for non service for that period of and was told 3 times that she would send it up to management. No response so I called back and suggested that I was going somewhere else and was told that I would have to pay a $200.00 early termination fee. I informed her that Mercury Wireless was in breach of our contract because I was paying for service that I didn't get. Sure enough my next bill was 10.00 higher and I just got a bill for $200.00 for early termination of contract when it was Mercury that failed to provide service. I would like my $200.00 dollars dropped due to non service for the days listed above.

AVOID. 3 hours after install internet went down. power cycle made it work again. did this everyday for 3 days before calling. 3 days! JUSTIN. worthless support. took notes and did tests from his location. in the end he found that it was my modem went bad. He told me to make a device to unplug and replug in my power cord to my modem and it will make it work. He said they would call back a day later. 2 days went by. nothing. i call back. Oh we will call you tomorrow. 4 days went by. Still NO internet in my house. as soon as you put a load on it. the modem crashes. I call again and get the most polite person on earth. Maryanne. Very nice. She looks at the notes of Ticket 54951. (for u mercury wireless people reading this and saying I'm full of crap). And she said Justin put almost nothing into my notes. and we have to redo the testing to see what's bad. So 2 hours later we found out that my equipment was bad. MODEM. lol. And was told a supervisor will call me within 2 days to setup a appointment to have them come out and fix it. 4 DAYS later nothing. So. I went out and bought my own modem. Pugged it in. And wola. The internet works 50% more of the them. There LTE internet is so junk. My internet has to have a Christmas light timer on it. Because mercury LTE towers go down 4 times a day. and when they come back on. You have to do a power cycle on your modem. So i have a Christmas timer power it all day. and auto power off 8 times a day. so my internet and modem will get the restart. And i have 3 neighbors that are now doing the same setup. If i had other options i would turn them into my credit card company and get my money back and go. But instead i shall spread the news of the worst Internet providers in the word. And anyone that gets scammed by them. Your credit card company will give you a full refund. There 14 day return is a bit short rules and laws.

I am a returning customer. Struggled getting good connections and poor service with Mercury in the past so I turned to another vendor for about 2 years, then Mercury offered 4G LTE. Since the tower is within range and perfect LOS from my location I decided to try them again. It has been 3 months now, and like other customers, I am not getting what I am paying with the LTE 30/6 plan. Service has been down a good 50% of the time and barely functions at 10% throughput. The CPE has good signal, which has been confirmed by technicians, but it does not stay locked and has been very unreliable. I have resorted to using my cell phone hot spot most of the time, which has worked just fine, but not ideal either. The problem lie within their network and backhaul infrastructure. I have spoken to 10+ people (some multiple times), tech has been out, tickets opened, and promises to follow up have not been met . I know technology can be challenging and the ramp up of LTE service complicates the efforts, but 4G LTE has been around for a decade now. The constant rebooting is a temporary band-aid, very short lived and getting really annoying. My last service provider was 4G LTE and rarely required rebooting. I have been patient and understand they may be able to work it out, so I have requested a refund or decrease in rate until they can prove the their system is stable and consistent. So, recently I received a whopping $5 credit for technical service interruption, which is insulting and unacceptable. I believe the Mercury techs and customer support folks are just doing what they are told and the problem lies with management. They are over their heads with understanding the technology and use the customers as guinea pigs. The service they provide is more beta testing and I did not sign up for this type of service. Their mission statement "Mercury Broadband offers fast, reliable and unlimited internet access to connect and empower the communities we serve." Continues to be unproven and they blame customers, and penalize them for an early termination fee if the customer choose to break the contract even though the issue is with Mercury's service. My next step in my communications will be with Mercury's CEO. However, based on my experiences, and what others are experiencing too, our concerns may warrant a Class Action.

I recently terminated my service after 9 months. A summary of problems with Mercury include:

1) Poor service performance.
2) Slow and ineffective technical support.
3) Unprofessional service technicians.
4) Unsafe service technicians.

Poor Service Performance: We originally signed up for 100 Meg LTE service and the best we could get was not even 50% of the advertised speed. The connection was intermittent, and would only stay up about 20-60 minutes before being interrupted. Our cell phones operating off of the same LTE tower could get better internet than provided by Mercury.

Slow and Ineffective technical support: It seems like technical support's only two approaches are "power cycle everything" and "It must be your equipment." Despite proving that the service was poor when directly connected to a single computer, bypassing our local equipment, customer service would take 1+ week (on multiple occasions) to acknowledge trouble tickets or our responses to their troubleshooting questions. Our same local network equipment is working just fine with the new internet service provider.

Unprofessional service technicians: When the technicians would come to our home, our questions and concerns were met each time with unprofessional behavior such as being interruptive when describing our issues, dismissive of our concerns, harassed about our equipment, and basically told that we didn't know what we were talking about. I am a professional in this industry and work with networks and communication systems every day. I was extremely disappointed in the technicians lack of knowledge and the application of incorrect knowledge.

Unsafe service technicians: This was the last straw for us. When the LTE service continued to be an issue, Mercury downgraded our service to 30 meg service. They sent the same technician out who had already been to our house at installation, and for two other service calls. Our tower is a fold-over tower not rated for climbing and the technician was familiar with its operation as I was present for installation, and the first service call. My wife was present for the other service calls and each time they have come by, we reminded them the tower is not rated for climbing. On the installation date, the same technician documented the tower in their tablet. On the day they swapped over our service, my wife observed the technician climbing our tower without a safety harness on. By the time she got to the tower, the technician was 10-15 feet in the air, near the hinge point. She asked the technician to come down, said she had safety concerns with what he was doing and reminded him again that the tower was not for climbing. Both technicians downplayed her concerns and said they were trained in tower climbing and knew that this tower was ok to climb. At my company, this behavior would get you fired. We have submitted a complaint to *** and the *** regarding this incident.

I had Mercury Broadband installed in Oct. 2021. Since then I have had to have service technicians come out every month. Every time they do maintenance on the tower I lose internet for days after. I won't have internet for days but yet pay for internet and they refuse to credit me for the days of no internet. It takes days to weeks for service techs to show. The most recent was the night of Dec 22/morning of Dec 23, 2021. It is Dec 29, 2021 and I still do not have internet. The service tech who came on the 27th said it was an issue with interference with a cell on the tower. I have called the company numerous times a day to see what's taking so long to resolve the issue. I am getting no where with the company. They say they will call back at a certain time and then I don't hear anything from them.

I signed up with Mercury Broadband in November. I was promised ~30 ms Ping and 100 MB/s download speeds. I experienced frequent disconnects and much lower speeds than promised in my contract. I was always told that I would receive a billing credit or that a technician was working on the problem. I never received resolution (monetarily or with regards to speed). The promised service in my contract was never provided and I requested a disconnect in March. I was told there would be no disconnect and no further bills. I am still being billed and cannot reach a representative when I call the customer service number. I leave a message and nobody has returned my calls in the last 4 attempts. I wish to cancel service and receive a refund for months in which I should not have been billed. I should not have paid for any service at all, as I never received the speeds or service that was promised in my contract.

Due to no service, I called customer svc to troubleshoot. We have constant dropping of service. Rep was getting an error on her end that wasn't allowing her to work with our equipment so she dispatched a tech to come the following week. I was warned that if there was a problem at the house that we had caused we would be charged *** but she didn't feel that was the issue. I knew there wasn't anything we had done so was confident in having the tech come out. She said it was her equipment that wasn't allowing her to see what was going on. After all, this is the same problem we have been having for months now. Tech comes and says there is definitely nothing wrong on our end and he doesn't know what the problem was. He said multiple times it's their service issue not anything we have done or with our equipment. Now they are saying it's because I have to many devices connected and that causes my signal to go off over and over.

Mercury Broadband continues to have spotty service with routine internet outages. Customer service is mixed from helpful to no help. I've spoken with numerous technicians some are helpful others not so much. Most state their current LTE system, which the sales department recommended and costs more, has several challenges. Just yesterday, 7 Apr 2021, I had a technician come to the house after numerous complaints. He even complained about the system with on going problems. He simply updated the software and left. Said it might help based on an issue of what he said system idle and disconnects the radio. Mercury Broadband states "up to" speeds but as technicians have stated throttle back speeds when they detect streaming of *** and other streaming media sites. They aren't transparent in the advertisement with this. Bottom line their system is frustrating with it's drop out of internet service and fail to compensate for poor service.

I wrote the following in a review and was hoping to resolve the issue without filing a complaint but I continue to get invoices. I had their service for 7 months. First month the service started going out. The equipment was not set up correctly and they would send someone to fix the issue. I had to pay for them to correct the faulty installation! . Daily i had to reset the equipment. I called tech support several times but got no response. I eventually gave up trying to get help and accepted that resetting was what i would have to do. In March 21 the service stopped completely. I left messages, I sent emails, I even called sales to try to get help. Nothing. I had no service. I said in a message that if they couldn't or refused to get my service working then just cancel the service. They called back and set up a time to remove the equipment and are charging me an early termination fee. Why when they could/would not get the service working?

I paid $*** to have equipment installed on a Mercury Wireless tower in order to get internet to my home. They promised 100mb/s speeds. I gave them a couple months to get the kinks worked out and they got close with 60-80mb/s service most of the time. This worked for 4 months. Then on 1 Feb 2021, we lost our internet connection completely. They sent a service tech out 5 days later and we could achieve 10mb/s service, but needed to restart our connection 4-5 times a day. They sent another guy out 10 days later with no improvement after he left. for 50 days (so far) we have had this slow service and have been ignored by the service department. They are unwilling to fix my issue. However, they are more than willing to keep sending me bills for the service they are not providing. When I call, they state they can see the numerous calls and apologize, but it is just lip service. I would like to have the advertised internet, or my $*** investment returned.

Mercury Broadband is our internet provider, as well as a digital phone line. The service has constantly been out and/or inconsistent all summer, now at at least 4 months. They have had a tech out. The service is still unbearable. We are told it is a network problem, which is in the midst of a changeover, that they cannot ensure consistent service until it is done, and with no stated deadline to this issue. We are paying for internet and digital phone service we are not getting. They did do a ~$*** refund, but the service is worse. That there is no way to ensure service during a changeover which is to take up to months longer, with no answers or fix, is ridiculous. I had a supervisor, Sierra, who we know by name, having talked so many times during this process, tell me I could not talk to her supervisor, because that would not fix anything. They are taking money, knowing there is no service, with no fix in sight. We need service, and we need refunds for the months of *** service.

I called and asked about service in my area. I Was told the speed I needed was available only to find out from the installer it was not... I contacted Mercury Wireless about internet I at my house. I described what I needed, ***, and was assured I could get service. I purchased equipment I was told I needed and when the installer arrived I was informed that I could not get the speed agreed upon. I had a long conversation with the salesman before agreeing to installation to make sure I would get the speed needed to carry out work from home only to find out it was not possible. I called the Mercury office and did not receive satisfactory help and was told contradictory statements. The lies I was told by the salesman have me upset as I had contacted coworkers passing along the information I was given. Now with only a few days till school starts I am left with no internet service. Deceptive and unfair practices of this nature at a time like this should be looked at and resolved quickly and fairly. I have asked to be reimbursed for the equipment I purchase in good faith but have not gotten a response yet.

I have had Mercury Wireless services for years. The service has gotten so bad. I'm constantly getting booted off and not even getting my speed. Point blank... been with company since they came about. Service was great and was very happy. As time went by, the service got so bad. Internet would go off then on and repeat all day. Signal strength isn't even what I'm paying for. I've put up with some *** people telling me , that I just have to live with it. It is my location. I get that.. but there has to be something else since over time it has gone down hill! I refuse to pay for another package when I'm not even getting the speeds with the package I have. I've hardly ever got a discount, or offering to move me up to a package for free but still pay for what I've got. I've called and been told they would get back but they don't. I know it is because I call so often when we have issues. Resolve them and you don't have to deal with me. Take care of loysl customers! Figure out why out here in *** that we have such horriable service. Spend money on our area, either put in a tower in a better location, or upgrade ours out here! We live in the technology age... figure it out!

Horrific service from the beginning and no one will take responsibility for it. We never received the service we paid for, breech of contract. The purpose of this compliant is to let people know what they are getting into. If you have any issues after the 14 days, you are hung out to dry in regards to the contract...even though the contracts states that they will provide the internet service. We purchased internet and never received the download or internet capabilities that were sold to us. We have had problems from the service from the first day and for almost a year now. They had over 20 individual excuses for why they could not provide us with the paid service, but could never fix the internet to work properly or to give us what we paid for. We have tried for almost a year now. We disconnected service from them because they could not provide the service we were paying for. Now, they are wanting us to pay $*** for early termination of a contract. They say they have not breeched the contract by not providing the service. The call notes are doctored after each call or tech visit. They are *** and ***. At the end of the day, you should avoid Mercury Broadband. Find a reliable internet service that can "actually" provide you with what you have paid for!

On 11/8 I called mercury broadband to cancel my service. I had already removed the equipent and their modem 3 days prior to this. I was told I would have to speak to a "disconnect specialist" and they would call me sometime in the next week. On 11/10 I sent a message to their support group since I found this business practice so unusual I decided it would be best to document it. On 11/12 I again called support and talked to Sierra. Ticket ***. She assured me someone would come to pick up the equipment on 11/15. I was told there would be no disconnect fee and no more bills since we had paid on 11/8 for service through 11/27. On 11/15 The equipment picked up at my house. On 11/27 my bank account was automatically billed again. I immediately called support at 12:30 and was told it would be refunded by check. I spoke to Kay with Ticket # *** On 12/08 I spoke to Kay again at 1:20PM and was told she would figure this out and get back to me in a short time. Never heard from Kay again. On 12/10 - Sent email to support detailing all this again On 12/14 - Received call about 4:00 PM & was told the money had been refunded with a bank credit. I immediately sent another message to support that this was not the case. Today is 12/18 and I am tired of the lies and run around and will waste no more of my time with them. I will file this report and hope it helps other potential customers from ever dealing with this company.

We have been with this company for about ten years. We live in a rural area and were so excited to see we could get WiFi. Since it was new it was great, but over the years it grew and soon we started having problems of slow or no internet at all. So we had to try to find anyone to service us. We tried ***, that was less then a month because they weren't honest with us about cost. They refunded our money no problem. So back to the only internet service available Mercury Wireless. This time they put us on a new tower they just installed. Went great for awhile, then here in the last five months we started getting the same issues we had before. No internet or running so slow it would drop us. We started calling in September. Most calls where October to January 2022. We called 46 times. They told us they had updated the tower we were on and we were a mile to long to get service, this was three months after the fact we were calling and complaining. Yet they continued to take money out of our bank account for no internet. They sent three technical personnel out and didn't do anything but replace the black box, they would tell you to unplug and plug. Still never worked. When asked for a refund for the lack of service they told us we needed to have had called everyday. This company is committing fraud by taking your money out of your account and then making excuses why you owe them. Please if you need a internet service stay as far away from Mercury Wireless. They don't do anything but take your money. They have over sold their service and you will be sorry you ever messed with them. We are having to hire a attorney to get our money back. Please also do like we did and file a report to the *** office. Make sure you print out all your phone records plus these bad and same reviews all saying the same thing. *** These people need to be held accountable.

Lack of Customer Service, Putting blame on Customer, Not being truthful to customer & Unauthorized payments We have had service with Mercury Wireless since August . In late March we started having issues with our service. We would have to reset our router multiple times a day and often would not have the service we have had for the prior 6ish months. We called and were told that it is necessary for us to reset our router multiple times a day and that we are receiving the speed we signed up for at the time it was checked. We always experienced the most problems from 12am - 2pm and 10pm -12am they checked our speed in the early evening. We called to cancel our service on August 26 in which we had to leave a message. We had called an additional 2 more times in which we were told to stop calling they have the message. We did finally call again to cancel on September 4 to finally talk to someone to cancel. They could not back date our end to to the original first time we called because it was too long ago. During the phone conversation I was told that we were too close to the tower to receive good signal and that was the problem we were having. Yet, I would still have to pay the early cancellation fee. So a few days moved on and on September 25 my bank account was debited for another months worth of internet. We called on September 28 to discuss why we were having this withdraw for another month with having to leave a message. I then emailed Mercury asking for a return phone call the following day. No one responded and we again called on October 2nd and were told that the credit was pending. This was a lie as they are not refunding the payment in the original form and instead are keeping it to help pay off the $*** cancellation fee that we owe even after being told that I was too close to the tower to get the correct coverage and that it is normal to have to reset a router multiple times a day. They are *** and probably would have continued to charge my monthly fee if I wouldn't have called. And have very poor customer service since they cannot return phone calls and discuss the matter. You always have to leave a voicemail in which days go by and you have to call again until you finally get lucky to actually speak to someone.

Breach of contract, NON PREFORMANCE I was forced to cancel my service and find an alternative internet provider because Mercury Wireless consistently has "outages in my area" and speeds are not what were advertised and expected. Due to covid, like most, I am now forced to work from home and Mercury wireless internet service has proven itself to be not reliable. I am paying an excessively high monthly fee of *** per month for "30 mpbs" download speed, which was acceptable when I 1st signed up with them as I always had consistent speeds of 33.mbps. . Recently however the speeds I have been getting are 1-2 mpbs sometimes, sometimes the service is down entirely , or will go down during a work conference call. It seems to be down more than up on the *** tower, I realize this sometimes happens , and have reported multiple , multiple outages, in good faith, to get the issues resolved. I have been given credits for days their service was down multiple times. I recently spoke with Austin and I was even considering paying *** per month to upgrade to 50 mps to see if this would resolve the speed issues. He let me try free for 4 days the upgraded speed. It didn't help. Then last week on the day I received my new invoice, I called in to pay it and received a recording that the service was once again down in my area (***) so I decided to cancel my service for non performance. I got a call back two days later from Ashely, I discussed my entire account history with her , starting from day 1 where they installed the antenna by placing it in my upstairs window, instead of mounting it on my roof only to have to come back out to mount it on the roof. She said she could see a history of multiple issues on my account.. I let her know that I would like to cancel my account effective 7/25 and I requested the cancel fee be waved due to non performance. She stated she would speak with Austin, and Judy and would call me the next day . She did not call me the next day . I had to call them . I spoke with a female rep who identified herself as a collection specialist who told me I would need to contact the "credit bureau", or "collection agency" ? if I wanted to dispute the *** dollar cancel fee. (my account was always paid in full on time, I had no idea why she was telling me to contact a collection agency ) She was very insensitive to my request and after finally convincing her to transfer me to he supervisor , she transferred me to Judy. I then had to explain and go ever the history of my account again with Judy, who told me she would speak to Ashley, (the original rep who called me) because Ashley did not reach out to Judy as she had told me she would... . Judy took down all the information and said she would call me back after speaking to Ashely...Judy called me back today and stated they would not waive the cancel fee because of a signed contract so I paid the cancel fee in full on my credit card and arranged to have them pick up their equipment. I am left wondering if that was the right thing to do? or Should I have hired an attorney to discuss breech of contract on the part of Mercury Wireless for non performance. i.e. service outages, slow speeds, inconsistency .

Mercury Broadband has consistently failed to provide service that has is paid for. Did not provide refund for lengthy downtime. Over the past several years Mercury Broadband, previously know as Mercury Wireless, has failed to provide their advertised fast and reliable internet service. Our daily use required us to unplug and "reset" the system sometimes multiple times each day. For those in rural areas there are few options, so there was no incentive for Mercury to improve the system in established areas. We have called customer service numerous times for assistance. We were told it was our physical location however, we have become aware via social media that others have the same issues without location being a factor. I acknowledge this information was anecdotal. The week of February 1st service was not available to us. This certainly was not related to our location. I was required to find service elsewhere to work. I would call the company to see if service was restored so I could return home and access internet, they could not give me an answer. I would return home and the internet would not be available, or would not tolerate use and would go down. I would then have to leave home and find other internet service. Remember, we were, and are in a pandemic. I requested compensation for the downtime and was told I would be credited. My monthly charge has not reflected compensation for downtime. I contacted Mercury April 3rd to cancel service. I again requested compensation for the downtime. I was told that while there was record of my call and the request was visible, an official internal request for the compensation had not been made and that request was being submitted at the time of the call on April 3rd. I would also be contacted by the disconnect team to set up removal of equipment. I called April 5th as I had not heard back to set up the time for discontinuation. I did receive a call on April 6th. I set up an appointment for the equipment to be removed April 10th in the afternoon. I asked about the compensation for the downtime. I was told they did see note of a $*** amount to be adjusted, but did not think that would happen. I was informed that I would be required to pay for all of April since I called on the 3rd instead of prior to the start of the month, per their contract. I reminded the caller that my initial contract was with a different company that Mercury later acquired. Our family has paid $*** a month for many years. I have a screenshot of our internet speed on March 9th showing mbps download speed of 0.84 and Mbps upload speed of 0.72. This has been consist when we had service. My son called and stated he was told that we were being provide the speed they are legally required to provide. While they advertise speeds up to 100 mbps, they pointed out that they advertise "up to" speeds, they don't actually guarantee that speed. I'm not sure if we were signed up for the Mercury10 mbps or the Mercury30 mbps, our monthly bill only states Residential Standard Service. Getting the reimbursement for the downtime and the prorated refund for services not provided for April will not make or break us. It is the principle of this companies poor customer service and taking advantage of people who have few if any other options. They continue to advertise fast and reliable service, but this is not what all of their customers experience. For those who sign new contracts, they have little recourse to get out of them. I would like to warn those newly signing up with this company to somehow ask for proof of the service that will be provided before signing a contract. Mercury's *** account and *** account do not publicly show negative comments. How are new customers to know the service that is actually provided compared to what the company advertises? During the pandemic our child was not able to participate in college classes from our home due to our slow and inconsistent service. Others have reported similar experiences. I would encourage all who have had issues with this company to contact the Complaintsboard.com.