High Speed Link

We have been customers of High Speed Link since April of 2020. The technicians were prompt, courteous, and knowledgeable. We opted for direct payment which was handled perfectly each time. Recently we became aware that Comcast was running cable nearby and, due to the enormous difference in speed for internet, we decided to change services. I made at least 3 calls and 2 email attempts to find out what to do to suspend HSL service. No one called back or sent an email. We opted out of direct pay and deleted our account information thinking that if payment wasn't received, we'd be contacted. Still waiting. . .So, it's a mixed review. Customer service is non-existent but if you have to choose between some internet and no internet, the technical service beats what we were getting from Verizon and Hughes Net.

Leaving a 5 star review even though I just cancelled service, seems a little odd but If you don't have another option High speed link is the way to go. Your not gonna find better people to deal with anywhere, from the sales lady to the fella that installed my service even the tech support guy were all top notch. The service worked decent for most of the day but It seems to me its overloaded in my area of Page county and that's the reason I cancelled. Hop this review is helpful ;)

Giving these place 2 only because they are the obly provider in the area. On multiple occasions customee service has been lacking, lazy installers, and most of all there is always some kind of issue, installed a new system at tail end of last year and its already having issues with the dish not powering on. They cant schedule you on the phone only tell you that they will call you. Its been several years of hitting a brick wall with this "company" and I'm pretty sure it hasn't even started to chip away at the wall yet.

After almost two years and being happy with our service my husband accidentally cut the wire from the satellite to the house. He was able to splice it back together and I called requesting a permanent repair. Two days later I came home to a 150 foot wire laying across my yard. Thinking the job was just bigger than initially given time for and a crew would be out to bury the cable, I waited until the following week to call. I was told they do not bury their cables, that was the home owner's responsibility. I asked why other companies bury theirs and was told they don't. I know for a fact they do and it only makes sense because they don't want people messing with their wires, so I asked to speak to a manager. I was transferred to a man who knew nothing of the situation and who told me calling tickets in would be too much for the business so they don't bury wires. He told me he would have the field supervisor call me. A man named Mike called and said "so what's the problem, your dog chewed through the wire or something?" I answered with "I'm not understanding the lack of communication in your company." After speaking with him for a few minutes he assured me he would be up there the next day to "take care of the issue." Fast forward to the next evening and I get home and the wires have been cut and the satellite dish is gone. I didn't receive any call telling me this happened although Mike assured me he would keep in contact. When I called Mike to ask where the equipment was he gleefully told me it was in his truck and that is where it would stay. I questioned why since we had no issues with the service. He told me it was not working when he was there and so he took it. Now I'm going to admit I was angry at this point. I was under the impression the signal would be upped and we may still have to bury a wire, instead the entire service was ripped out by the "QA" person. He pointed to the crew (we were on FaceTime) and said "you see these guys, I have the authority to tell them what to put up and take down." He then told me he was the second in command at the company and that "I shouldn't have name dropped and maybe I would still have my service." Mind you, I didn't name drop. I was asked who my husband was and told them he works for a business in the industry and asked why other businesses bury their drops. When my husband called Mike back he tried to say it was definitely not out of spite that the equipment was taken because of the bad signal, again we had not complained at all about the signal, and that he would bring it back in a day or a week when he could figure out how to fix it. When the office was called and asked if this is how they do business they said absolutely not. When they were told Mike was not allowed back on the property they informed us he was the only one available, and that they would love to come fix it, could we just wait two weeks. They made sure to mention that he definitely didn't act out of spite. So we asked for a wire to be buried, instead our equipment was ripped out, we were told we shouldn't have "name dropped," and that we could wait two weeks to have the same man who gleefully took all ways of communicating with anyone while at home (not to mention taking my ability to call 911 which is a big no no in the industry) to come back and fix it. When we said no, Mike actually called my husband back confused as to why he was not wanted back. It was made clear to us that Mike is the face of this company and his actions go against anything that most would consider professional or decent. We were loyal customers and I told many people that I was happy with your services. You can bet I will now just tell anyone who will listen about Mike.

We have had HSL for about four months now and are very happy with the service. Speeds are as advertised and so much better than our previous satellite internet service. We had one glitch with the service right after it was installed, but tech support was very helpful and the problem was quickly resolved. We are able to stream live TV and do anything else we need to via the Internet without worrying about bandwidth limits which was a huge problem with satellite. Plus the service is very reliable and not affected by weather, as far as we can tell. We live in an area where previously our only choice was satellite or dial-up and we are so pleased to have HSL available to us.

How do you get a call back from them I've called and left multiple voicemail over the past 2 1/2 months to get internet services and never get a call back that's poor customer service

The service is adequate for people living in rural areas. However, the customer service is Comcast level poor. I guess they feel they're the only game in town, which allows them to be rude and condescending towards customers. The installer is lazy and will try and plant the equipment in the center of your yard and be annoyed if you want it out of the way. They also won't bury the wire that runs to the house for you. Basically they should be a last resort for internet service. Hope this is helpful.

The Internet service itself is good and I wish I had it sooner. However the customer service has been lackluster from beginning to end, with the sole customer service person being incomprehensibly terse and failing to adequately answer questions. Given a chance to find another ISP, I would switch in a heartbeat due to the experiences I've had with their customer service.