[OT] Need feedback from current iProvo MSTAR users

[Jeremy Hansen]

My in-laws signed up for iProvo with Mstar last fall and had some initial
very troubling circumstances.

They signed up for both internet and phone service and shortly after it was
supposed to be setup they turned off their phone service with Qwest only to
find that the Mstar phone line wasn't working. To make a long story short,
they couldn't get hold of anybody who had any clue how to help them. There
were no contact numbers for support anywhere on their bill (so they say).
Apparently there is no such thing as 24X7 at Mstar support so they couldn't
even talk to a single person in any department for 3 days because it started
on friday. Even then they had to be home to call or they couldn't
troubleshoot it, which meant they had to miss work. In the end, it took 2
weeks to fix the problem during which time they had borrowed my wife's cell
phone which they used mostly for support calls.

In Mstar's defense, they did receive a call about a week into the problem
from the President of the company telling them that he would personally
handle the situation and he also reimbursed us for the cell phone bill,
however, I sort of count that as a bad sign since the issue should never
have needed to escalate that high.

Ultimately, they did get it working again and my in-laws have had no other
problems since, and they only speak in raves of the service now
(phone/internet service, not customer service). It may have simply been an
issue of growing pains, but they idea of no night or weeked support is a
huge turn-off to me.

Jeremy Hansen

On 5/1/06, Roberto Mello <rmello at fslc.usu.edu> wrote:
>
> Folks,
>
> I'm the president of the townhomes homeowners association, and our
> contract with Comcast for video is expiring, so we are thinking of moving
> to iProvo.
>
> Comcast has provided good, reliable video service at least (they bought
> TCI Cablevision, who our original contract was with). But they have
> increased the prices every single year, and are pretty hard to deal with.
>
> iProvo seems promising because they (MSTAR) are offering a 3 year set
> price
> non-exclusive contract, a price that is much cheaper than what we
> currently pay for Comcast (Comcast is willing to match it though), and we
> would be able to get internet service for all 19 units for $22.95 if all
> units signed up. So for $34.90/unit/month every unit could have TV (63
> channels, versus de 74 channels we currently have with Comcast) and
> Internet service.
>
> Those are the pros. However, I have my share of reservations with iProvo.
>
> 1) We can't get a hold of anyone at Veracity, and we had been trying for
>    months.
>
> 2) I've heard a fair share of horror stories about unreliability in all
>    services.
>
> 3) MSTAR -- while at least responsive, whereas Veracity seems utterly
>    dead for the public -- doesn't seem to have ANYONE we can reach with a
>    remote clue of networking around. We have a server on iProvo right now,
>    and it's taken them _2 WEEKS_ to set our PTR record so our mail can be
>    accepted, but when they did, they _misspelled_ our domain name.
>
>
> This has me worried. I've been championing moving our HOA from Comcast to
> iProvo, but I'd like to hear from anyone who is a current user of MSTAR
> about your experiences, particularly with regards to TV and phone.
>
> Responses can be sent off list if others don't want it going through the
> list. Thanks in advance.
>
> -Roberto
>
> --
> If people are good only because they fear punishment, and hope for reward,
> then we are a sorry lot indeed.
>                 -- Albert Einstein
>
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