Client Review on Cherokee Communications

Feedback:

First let me start by saying I will give credit where credit is due, but I will also call out any issues I ran into. I'll start out with signing up for service. I was required to sign up in person, rather than over the phone or internet. Kind of a pain because I didn't live in the area at the time and had to travel from Texas. When I walked in I was greeted by a girl who was fairly new but gave a good effort and had a positive attitude. She got me signed up and as she processed my application she needed my spouses information because I listed it on the app, but when I told them to take her off the app I was told they HAD to put her on it and needed her SSN. I know the girl was basically doing what she was told by the office manager who was in the back and never came out front. Next they ran our credit to determine if we needed to put a deposit down. I was surprised when I learned I had put down a deposit because we've never missed any payments with anyone. I later found out through a letter from Cherokee explaining the reason for the deposit. It stated we didn't have any established credit with a no name credit service company I've never heard of, not like Equifax or Trans Union. With that said, at least they felt it necessary to explain their position which I appreciated. I paid the fees to get installation going and expected a long install time since I talked to someone on the phone and they told me they were two months out. I wasn't living in the state yet, so no harm no foul. Once the install was scheduled about 2 1/2 months later they were right on time and the inside install crew showed up and were very personable. The install went smoothly and when I went to do a speed test I found my speed was 1/10 of what I expected. Their advertisement stated 8MB (with a big B) which should equate to 64Mb (mega bits per second). When I ran the speed test I came up with 7Mb (7 bits ps), I was pissed. I felt I had been misled by Cherokee because I called the office prior to installation to confirm they were talking 8MB (64 megabits ps) and they confirmed it as it was printed on their price sheet. Now that everything had been installed it was a little late to do anything about it. I called the install tech on his personal phone who apologized, but understood what I was talking about and said he has been trying to educate the girls in the office about the difference. The problem didn't start with him (Colton) so I'm not going to punish him for doing his part of the job, which he did well. Just not happy with being misled because I need the higher speeds because my wife works from home and needs a faster speed.I rec'd a call from the main office and the girl on the phone was very pleasant and wanted to let me know my partial bill for month was something like $50 and she didn't want me to be surprised when I rec'd a full month bill and the partial month combined into one huge bill. Once again I appreciate her giving me a heads up and it seems there are some girls in the office who are kind and compassionate and enjoy the job and are looking to make a difference with the company. I can only speculate if the issue with past employees was a hiring issue or upper mgmt filtering down to the customer. As far as my experience with Cherokee Communications I am pleased with my interaction with them. Had I been in a hurry to get my internet hooked up things might have been different, but we planned ahead (way ahead) in anticipation of something like this. What baffles me is the company has a fiber backbone, but runs copper lines to the house from the main fiber line that goes down the street. I know they're a small company and they are working to upgrade people to fiber and fiber is expensive but I would pay a reasonable price for fiber, if offered. I think 7Mb is slow for the network they have.