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April 2024 by Betsy P
New Review: Nexgen shut off our internet today in the middle of the work day. We work remotely. They shut it off because we hadn’t yet returned a Nexgen box from the previous apartment we were living in. No phone call. They just shut it off.Lol this is insane. I will never use Nexgen when we leave this building. This is terrible customer service.I would give zero stars if I could.My husband and I just moved into the Equitable Building in Downtown Des Moines.We called on Monday, January 15th at 3:55pm to schedule our service to be activated on Friday, January 19th. We found out today that it was not activated.We called the 1800 number today (Saturday) to find out that their technical support team can’t do anything to help us, and that it’s the billing team that takes care of this issue.We were then told that the billing team leaves early on Saturdays (of course you all do) and we have to wait until Monday to talk to someone about this.This is why I don’t trust start-up companies with young, inexperienced, lazy, disrespectful employees.This is completely unacceptable.
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March 2024 by Tonya Lafarr
Their customer service and technical support people are so amazing. I will recommend anyone to try them
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March 2024 by Sherri Wright
The Technician that assisted me was very patient. They explained everything so that I was able to understand what I needed to do on my end.
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October 2023 by Janice Robinson
Just wanted to share my experience with NexGen in Urbandale, Iowa. Ryan went above and beyond to help me with fees that I had on my bills. If you have any questions about your bill please reach out to them, they do care and will do the right thing.
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May 2023 by John Alexander
I gave them only 1 star because I can't go any lower. I've been dealing with their bad service for 14 years because that's what they have here in my complex. They took away our cable and upgraded our internet in January but it's went out 4 times since January once a month. I call them to complain about it and they said tech people were out here working on it, but they lied about that also because I walked the whole complex and they weren't even here. They're absolutely the worst company I've ever dealt with. I give them a negative 5 star.
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May 2023 by Nick Macarius
One of the better internet services out there in Iowa. No hassle, headache, nor outrageous fees you have with Mediacom & CenturyLink.
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March 2023 by Emma Lyon
I never write reviews but I feel like I should be warning potential customers. The "customer service" they provide is ridiculous. I've been a customer for a year now and every month there is an issue. Not being able to log into my account, hidden fees, not being able to get anyone on the phone, the "24/7" help line almost never answers the phone. The internet is slow and unpredictable. The only reason I am a customer is because it's the only provider my building allows. I sent a very polite email stating my concerns and even made a point to mention I am not trying to be rude. All I got in response was a link back to get into my account. Hopefully our landlord will not continue the contract with this company. This company thrives off of charging you random fees and then not explaining why.
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March 2023 by David Babinat
I will give them 1 star because I know their workers try their best to work with the worst internet provider you can possibly have in the metro area, and I never wanted to actually complain about them cause a few workers genually tried to help with my service issues. But, I have had them for almost a year and half now, and I am just so sick of haveing to call these people so many times because my internet is completely useless 70% of the time. Most of the time they say some like.."well you should be good i see you have data" but they don't know it fluctuates and goes out randomly. I even got a whole new router hoping it help the service but somehow it made it worse. pretty much have to give up on gaming and streaming until I move out of my complex that we are forced to have them with. They just don't provide a good or reliable service.
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September 2022 by Derek Clayton
Self-activation had my internet up in under 30 minutes, the same day we moved into our new apartment. Speed, connectivity, and price are great.
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September 2022 by Kenneth Barry
I’ve had this for about a year now and I’m going to see about switching but like other people have said the apartments only allow this internet. The reason for one star is there internet will cut out also billed me for miscellaneous charges and never said that there was a fee which seems illegal to me just charge people random amounts of money and never tell you about it unless you call and ask. I called and asked why I was charged X amount of money. Then when I ask why I wasent notified they pause and asked if I would be paying the bill or not.
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July 2022 by Sara Cox
Never works. If I am running Netflix, I am not able to run wifi on my phone at the same time. This is by far the worst interenet provider I have used.
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May 2022 by Hediyeh Najiarani
Horrible company, I have internet outage for 3 days so far .first night I called and talk to Jamal who had no clue what is going on and after 45 minutes “NONSENSE EFFORTS“ he said call back tomorrow . I called 2nd day Pam lied that they aware of issue and technicians are working to fix the problem by end of the day, then called on 3rd day Tracy told me exact same thing , called back on the 4th day and finally talk to Tina (supervisor )who gave me same answer as technicians gave me. My question is if technicians leave a note in the system and problem has not been resolved after 3 days , supervisor will not follow up to see if even they are working on the issue or not? .terrible terrible terrible company and customer service , they charge you for service that you don’t even have and when I complained Tina said when your problem resolved call back and ask for refund for days you didn’t have service vs.assure me she will follow up and call me back with better answer ! WHAT A SHAME!!!!
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May 2022 by Rose Marie
They aren’t open on Saturdays and only are open during regular work hours and when I try to call on my lunch I waited the full 30 minutes twice and had to hang up b/c nobody had not answered my call. The crazy thing is I was simply trying to up my internet and add cable services but they aren’t reliable obviously. They should have it so you can add services online.
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May 2022 by Chris Brass
Overall I'm satisfied with their service. As previously stated, the internet does seem to drop much more frequently than I've encountered with CenturyLink, but it's rarely down for more than a few minutes and those times that it has been down longer I've gotten emails telling me that it would be. My experience has been that the internet goes down during the late night/early morning hours most of the time and those outages are not for very long.Also stated in previous reviews, my apartment complex has an exclusive contract with them but my experience has been that they are competitively priced to CenturyLink and Mediacom. I lived about two blocks away from my current residence and had the option of getting either CenturyLink or Mediacom and I tried both before deciding on which service I wanted. Their service is much faster than CenturyLink but doesn't have a data cap like Mediacom, a huge benefit for someone who uses their Roku as much as I do.Customer service wise I'm much happier with them than I was with Mediacom, I rarely have trouble requiring me to contact them and when I do, they respond promptly don't try to coax me into getting more services than I need, something that I greatly apricate. Quality of service is okay, it's rare that my speeds drop lower then what I'm paying for, but the frequency of my internet going down is annoying, even if it's only for a few minutes, causing me to miss my CenturyLink service when it does.
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April 2022 by Alexander C.
Absolutely garbage internet provider. Extremely inconsistent, never close to speeds you pay for, customer service and tech support are a joke. We've had them for a month and after "upgrading" our apartment community their service has randomly shut off and hasn't come back on. I love my community, but this provider makes my life hell.
