"Good, WHEN it actually works..."

I have been living in an rv resort that has Tengo Internet for over a year now. The internet is good WHEN IT WORKS. Lately, the internet has been offline almost more than it has been online. It shows a Wi-Fi connection "RECOVER.ME-263720" or another number every time it goes offline. Lately too, it does no good to call support, as all I get is a recording stating that no agents are currently available to assist customers.

"Very knowledgeable in setting up my PC…"

Very knowledgeable in setting up my PC and TV

"Great customer service the gentleman…"

Great customer service the gentleman helped me add my xfinity device to the internet

"Ticket #669442 Refund Request"

Ticket #669442. 3rd or 4th time (since Nov/2020) I have spent hours on the phone with a rep. They have all been I think pleasant and helpful but unable to resolve the issue. I have upgraded each time and it has failed to produce. I’ve gotten everything from “it is what it is at your spot” to I’ll kick this upstairs and they’ll get back to you “. Here I am again, 5 days post upgrade and 2 days “someone will get back to you “ and no response. Others I’ve spoken to here have had similar experiences and have given up. I believe someone sold this RV park a inadequate or flawed system and could care less about those who have issues. I am trying to cancel my upgrade for failure to provide but have yet to get a response. I have talked to the park manager and was told she would also call. I can literally see the broadcast towers (40 yards being the closest) and have just a few rv’s in our area. I view my experience as dealing with yet another sub par business that has blinders on and/or has little or no experience in dealing with customers. It’s a simple formula, take care or your customers! Make an honest effort to deliver what you promise and quit ignoring your failures and fix them. But maybe, you don’t care. I want my money back! I did not get it back in the past but will not let this one go. Customers can hurt your business far more than you may know. I can see this as a breach of contract or outright theft.

"I signed up for Tengo Internet"

I signed up for Tengo Internet. They immediately charged me $149. Seven days later no internet. If you leave a voice mail or message they will not call you back. After several calls I patiently made, the customer service representative said it would take 12 days for Tengo Internet to get to my order. So, still waiting. Cheap? Not really at $39.99 a month. Cheaper than some providers, but I still have no internet. I should have gone with one of the competitors.

"Excellent service!"

Russell Hughes did an excellent job of helping to troubleshoot our problem and worked to find a solution. He connected with us again the next day to be sure the problem was resolved. We appreciate his kind, courteous, and thorough help!

"Trouble Getting Online & Staying Connected"

We are at Southlake RV Park in Knoxville TN. At one time Tengonet was offered free when you stayed at the campground. The wifi wasn't the best but it was usable. Awhile back the campground decided to start charging for the wifi service. I'm thinking because there was so much trouble with it, they would let the company charge the guests using it and let the company deal with the problems instead of the campground office. Yesterday I decided to try Tengonet and pay for the day. I had trouble connecting. I also wanted to connect a second computer. It wouldn't connect the second one at all. I emailed support and soon after I received a call from them. This was a surprise they were so quick. That impressed me. So after talking and trying to fix the problems, maybe close to a 1/2 hour on the phone, still the problems were not resolved. So I stopped trying and went back to using my jetpack which I pay for and it is expensive. This morning I thought I would try Tengonet once again and see if any improvement. I got online. I wasn't on long before being kicked off. I also was able to get the second computer online but also that was kicked off. I kept trying to get online which took a long time and soon was kicked off again and again. I emailed support again to let them know I was able to connect but can't stay connected on either computer. I got a timely call back from support. I wanted to make sure they knew I wasn't going to go through all I went through yesterday. I am sure it's the campgrounds issue, not my computers. Come to find out I am told they have a tower down that services our area and the one that I'm connecting too is not stable for us. We are in a dead zone. They even suggested to ask the campground to move us. Well that isn't an option. So I see in the reviews about Tengonet not getting back to others when they called them. I think they did very well in contacting us quickly but failed to provide service for us because of a tower being down. So we won't be purchasing their services.

Update:
6/24/21
Thank you for your reply. Glad to hear you are working on fixing the issue. Only way I would know you fixed the problem would be to buy your service again for the day. I already lost money the first time when it didn't work. I don't want to keep buying your services to find out if you fixed the problem or not. You have my name and number and email address and if you could send me an email when you get the service back up and running for me, I would be glad to purchase a plan.

Update:
6/25/21
I am doing another update because I received a phone call from TengoInternet to let me know the tower was repaired. I have been able to connect with both computers and I'm not getting kicked offline at all. 100% satisfied with the service and customer support. Thank you!!

"Customer service Goals!!!"

I had the pleasure of working with Patrick. Not only did he resolve my issue but he made the process an enjoyable one. He made me laugh and at ease as if we have known each other for ages. He is a true treasure for your company.

"Patrick was prompt"

Patrick was prompt, courteous and has resolved my sign in issue.

"We were having trouble logging in…"

We were having trouble logging in because we were using the wrong password. Russell was able to recover our password quickly, and we didn’t need to reset our password.