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December 2024 by Tova GB
ETA: After talking with folks from USI, I’m updating my review. My service went live a day or two after I left my initial one-star review and has been fine since. I had an absolutely terrible setup experience but they’ve assured me that is NOT typical. Please read all reviews to get a picture of what their usual setup experience is. I also want to mention that all the techs who came to my house to install stuff were awesome; this seems to be an operations issue, not a mechanical issue at all.
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tl;dr: taking three+ months to get service, timeline gets extended every time I call, seems like a scam?
I've been using USI for years but if I hadn't used them previously, I would assume this is a scam by now. In early July, I called to make an appointment to have my new home (as of Aug 1) wired for fiber. First they told me they could come by on the 1st and had tons of availability that month; then they changed it to the first week in September. They said I would have service after that. The crew came to wire our house on 9/4 and mentioned that there was another step, connecting the house to the grid on the street, before I would be able to use the service. No timeline on that until I called customer service, who said their deadline was 9/24 but I would have service after that.
Today, 9/23, I called again to verify and was told that after the wires from the house are connected to the street (which may or may not be done by tomorrow), there's ANOTHER step which will take at least 1-5 business days, plus some mysterious "back end service". They estimated I'll have service by the end of next week, aka October— three entire months after I first made an appointment, and a month after the first estimate they gave me. Every time I call, they magically find another step or two before I can use the service I'm paying for.
The wifi I've had with them in the past has been alright, mostly reliable but with some significant dips in quality for things like streaming and remote meetings. If I ever get service again I'll update this to let you know how it goes.
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December 2024 by Jordan Vieau
I’m not even signed up for US Internet service and they came in my home to install a fiber line with a face plate that has an advertisement for their company on it. If I wanted new Internet service, I would get it. They cost twice as much as what I’m currently paying. Now I’m stuck with their advertisement on my living room wall. Thanks
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November 2024 by Sam Rose
been a usi customer for over two years now and am never looking back as long as i live in mn! service is very reasonably priced given the quality of the internet service, and troubleshooting is a breeze. i had an issue with connectivity / old wiring in my house and it was completely resolved over the course of three days. they give you the option to rent a router (first month free, then 10/month afterward) which is super generous. i’ll be testing out my old router to see if the issue has resolved, but if not i’m happy to continue using the rental router. support this local business!!!!
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November 2024 by ibrahim diallo
Whoever hires your customer service reps, tech support or in house technicians, bravo 👏🏿. In 2024 all major cities have great high speed internet, but not having to wait on the phone and the level of professionalism & courtesy is beyond what I expected.
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October 2024 by MacKenzie Conran
I NEVER thought I would be giving a 5 star review to an internet service provider, all I can say is that this company is a breath of fresh air.
I started using US Internet about a year and a half ago I have spoken with customer service twice, once for initial setup and once for an issue. These folks are the most pleasant and helpful customer service reps I've ever interacted with. I only had to press 2 numbers in the menu to get to a person and they answered in less than 2 minutes. Both reps were incredibly friendly and patient. I was able to set up my internet without a problem and the time I called for support they were able to help me fix the issue.
I have a google nest router and they were able to help me through setup even though they aren't even their products. I highly recommend US Internet.
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October 2024 by Mamunur R
Fix your email system.
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October 2024 by Kevin Hilliard
The best company. Highly recommend, A++
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October 2024 by Stonefox889
I signed up for USI fiber figuring I would have fiber connection when in reality it was over the air fiber. When it's working it's fantastic speed but anytime there is a spec of a cloud in the sky it's to slow to watch any video or down completely. I assume if you have actual fiber they're great so just make sure to check you are actually hard wired and not the garbage over air fiber they offer in some places.
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September 2024 by Zachary Ivins
I can't stress how great USI is. Rarely have issues, and when there is an issue, i immediately speak to an engineer who knows what they're talking about.
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September 2024 by Matt Moskalik
UPDATE: Changed from 2 stars to 5. The Director of Operations reached out to me personally and was able to get our internet working in time for classes to start. Still, I wish they were more upfront about how long the process was going to take BEFORE I signed up.
PREVIOUS REVIEW:
Nice people, pricing is OK, although I couldn't tell you how the internet service is because they still haven't turned mine on:
I scheduled an install, they canceled it morning-of and pushed it back a week, now that the install is finally done, the installer (he was very polite and professional) is saying it'll be another 2-3 weeks until I actually have internet.
I'm willing to change my review if things get better, but what a terrible first impression.
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July 2024 by Jacob Strauss
Internet goes out regularly and support is unhelpful. They encouraged me to go back to xfinity if I was frustrated with the outages
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May 2024 by Travis Miller
Excellent customer service, great price and fast internet. If ever they expand to my area I would swap to them without a second thought!
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March 2024 by Kristofer Layon
I can't say enough good things about USI. They're the best provider we've ever had. Their speed, reliability, cost, and customer support are all better than anything else I've experienced. If you live or work in their service area, you definitely want to go with USI. You will not regret it!
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February 2024 by Angelo Loria
Leaked 10+ years of customer emails and haven't even released a statement after a week of it being publicized by a third party
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February 2024 by robert hill
Internet is down and they are not open 24 hrs as stated. On hold for 15 min with just music playing. It’s time to work but they don’t seem to work until 9am.
