Pulse Fiber Internet

I called early to report no internet (very suddenly went out). The tech said it's a power supply problem and she would try to send someone out, but no guarantees. They may come today, they may not. No window. Just wait and see. I was less than thrilled. When I called back to check on progress, JP was more clear on the issue and how they try to respond to all calls in before 3:30. He was professional and courteous. A couple hours later, Caleb called to say he was in his way. Apparently a manufacturer issue has been common. He replaced the power cord and everything is running fine.

So grateful for pulse! Our service is a million times faster than xfinity was, and much more consistent. It's also cheaper, and the customer service/troubleshooting team is local and fantastic. And it's a smaller/local company that doesn't raise your price every 6 months. Peyeton had to come out and troubleshoot an issue with the router blocking communication with our smart speakers, (they sent him out after we tried to fix it over the phone) and he was so patient and professional.

We've had Pulse now for about a year. I can seldom remember changing to a new service, regardless of what kind and it being significantly better than anything we had before. But here we are. Pulse Internet has been as good as other customers had told us before we signed on. We've had Comcast and Xfinity internet and Pulse has not only outperformed both but has been more reliable AND much cheaper. When we had a hardware issue with our router, Pulse was on it immediately and solved the problem in a day. Also doesn't hurt that they're not only local, but part of our wonderful city. I would say the City of Loveland knocked it out of the ballpark when they decided to provide they're own internet service. BRAVO!

Pulse needs to figure out better scheduling. I have switched back to Xfinity as of today and returned my Pulse router to the office. I had 2 scheduled appointments in the past few weeks and both were missed and didn't wind up on the schedule even though I'd talked to a representative both times. The final time was the the straw. Long story short, we all have a finite amount of vacation time, so when we take time off of work we expect to have people live up to their end of an agreement. I had other things scheduled later in the afternoon based on the assumption that Pulse would be true to their word. I called at the end of the schedule window on Tuesday 2/4/2025 and was informed that something happened (again) that kept me off the schedule. The offered a $20 credit and to reschedule another day. I hung up and began a conversation with Xfinity to switch service. The customer service representative called me back offering to have someone come by that afternoon. Nope, already had something else going on, and my mind was made up after being ghosted twice now. Again, they offered the silly $20 credit. No thanks. Keep it. So, today my internet was switched to Xfinity. They aren't any better and I hate the fact of using a huge corporation like that, but guess what? They showed up on time, and kept the schedule. Imagine that. Actual service. Now, the techs that showed up the first time scheduling failed were outstanding. Very knowledgeable, friendly, and pretty much 100% what you like to see. Great dudes. I have no beef with them at all. It's the management at this firm, but it's most likely a case of nepotism at play with the city government and incompetence (turds) floating to the top. Perhaps, like what happened with telecom, the fiberoptic network can be opened up to competition so there is no fiberoptic monopoly in Loveland.

****Disclaimer: My review is solely based on personal customer experience. My experience is no way, shape or form a reflection of malice, retaliation, slander or defamation. This is what happened to my family with Pulse Fiber Internet. If I could give you a -0 star rating for overall customer experience...you'd have it. So, today not only because I have to, but because I spoke with someone who was being helpful instead of trying to be right, listened actively, not only understood my concerns but conveyed them back to me, showed my family actual empathy consistently when I interact with this one particular Customer Advocate (Jaime), told me next steps and followed thru on his promises, knowledgeable, patient, professional, goes above and beyond every interaction with him, educates his customers, & has been the first & only representation of your organization that has made my family and their business feel valued. We have been misinformed by multiple agents consistently (not advocates there is a difference & they should follow Jaime's example. He even kept hold time in check. I bet his metrics are awesome. Give that man a raise or make him nest with others during training) about things like the bill, autopay setup, & dates, whether or not the account that you guys are being paid for with ACTIVE service equipment at my brother & moms address (but you seem to still take funds out an account for or payments manually to) shut-offs that should NEVER have taken place, attitudes & push back from agents & managers (Mary, I think her name was today who spoke with my wife that is an ops manager for customer service white glove training at a call center herself), people discussing the account in detail without proper authentication from the Manager today or Jacob that is also another one that did not properly authenticate the account.How are you guys still in business if this is how you treat your customers?! Pulse, your mistakes & misinformation took some of my family's rent & you were just paid on 01/30/2025 & we were told then by Jacob we they were current and the bill was not due again until 3/3/25 but you took some of their rent today & they have to wait for that to go back to their account. They are on fixed income & are disabled & this is one of the things on that income that is a treat for them to have, ya know. This is not a necessity in their life. For some people, internet is not essential. Your training needs to be truly revamped because I can only imagine your company is amongst the lowest rated in your industry for the customer experience. The actual internet is above decent, kudos. I wish there was better in their area for them to choose from. Between Pulse, Xfinity, CenturyLink, & Rise, you are the lesser of four evils. No proper auth before discussing the details of the account not limited to discussing & divulging info about my brother being on a government program to an unauthed caller. NO EMPATHY whatsoever not even the manager my wife spoke with today, No taking ownership or real resolution just pushback, assigned feelings, gaslighting, misinformation, & we were thrown a forced sorry not even an apology. You never tell a customer that you are sorry they feel like you've been treated so poorly. You can say "I am sorry that this situation has caused so much frustration to one of our valued customers. The experience you've described is certainly not the service we strive to provide. I will be happy to have the calls in question listened to & determine where our areas of improvement can be honed. If you are willing to move forward with me on a resolution, I would like your feedback on how we can improve our service and what can I do to make this right again?" We got a forced sorry, assigned blame, disregarded frustration, an undisclosed credit applied to the account we just have to find out on 2/19/25 I guess. Mary asked my wife what they could do to make it right. The answer hands down is ...do better by your customer base as a whole, learn what empathy is & convey it, that would be a good start.

I began using Pulse as my internet carrier about 8 months ago after having tried, and used the services of, three other major carriers. I work doing video sessions from home, so it's important that I have very reliable service with excellent upload & download speeds so there's no freezing or buffering in the quality of the video calls. The service and connection quality I received from the other carriers was 'bad' to 'terrible.' I couldn't count on always having service, and when I did have it, the speed was so slow that my video calls were constantly cutting in and out, freezing, buffering, and made it almost impossible to have good communication with my clients. I was told I was in "a bad service area." I only tried Pulse because a friend insisted it would be far superior to the service I had received from these other companies, and although I found that hard to believe I gave it a shot. Immediately after it was connected I checked the upload and download speeds and they were UNBELIEVABLE!! Ever since that Pulse installation, my problems are gone--- it's uber-reliable and the quality of my video calls has been perfect ever since. Thank you Pulse!!!

waaaaayyyy better than Comcast at 1/2 the price WITH excellent customer service! The power box to my router went out, they had a service tech to my house in less than 30min, problem solved and fixed within 1 hour, on a Sunday!

Pulse is the solution to the question of how do we solve bad telecom monopolies. How do communities break away from the iron grasp of corrupt businesses like Comcast and Verizon, the answer is pulse, at least for Loveland. I love this Internet provider. I have lived in large cities and small towns, pulse is by far the cheapest high quality broadband fiber internet I've experienced. In addition to the low cost and high quality service, the people working at pulse are accessible and from our community, huge win! I had a landscaping issue that interrupted service, pulse had a solution and a technician to my house in 24 hours and internet was up and running faster than I've ever experienced with Comcast, CenturyLink, Verizon, att. I have paid for internet service since the beginning of the 2000s, it was not until pulse that I have had no complaints. I am happy to pay what I do, the service is nearly impeccable, the customer service is accessible, the hardware is modern and are not outdated modems. If you have any other Internet provider and have access to pulse, you are making a bad decision. Pulse is better, I have asked the questions, combed through the data, and have first hand experience with bad telecom monopolies, I will support pulse for as long as it's an option. Update 21Jan2025: I have lost some love for pulse. My Internet went out for no reason, I called twice to understand how to resolve the issue. Both calls ended with no troubleshooting and a promise that tech support will call, in the near future. Still no call, and I'm missing work while the Internet i pay for is down. Pulse is not going to offer me a service discount for the terrible unavailable service they have offered during this failure. I do not want to continue to waste my time and risk my job with unreliable internet. I will begin looking at reverting back to Comcast, the monopoly.