Disappointed

A lot of customers are quick to add a 1 star rating but I feel as though 1 star would be harsh and unreasonable. I have been with both Amobia and Sonic, of which both delivered ********** service in their own regards. I've been with TWK since early 2018, and for the most part they have been an excellent service. Unfortunately in 2020 their service has taken a turn for the worst. Our initial contract was 2 years and had an agreed upon fee at an agreed upon speed. TWK has since changed their available packages, but have failed to inform us or notify us, even though we are currently on a month-to-month service plan and are no longer bound to the old contract we signed. We should have been upgraded or informed of a fee reduction because we are currently paying the cost of their highest end residential service package. Furthermore they have repeatedly failed to log service payments that were done weeks prior. The biggest gripe I now have with TWK is their denial of network issues even though they've had something like 10, YES 10, tower outages in this year alone. I don't think there were any between 2018 and 2019 in my area. They also have clear routing issues that quite literally cause the averages latencies to all external servers to be doubled, yet they inform you the latency is out of their control. I have literally gone from having 30 ping to 8.8.8.8 to 60 on average, and yet somehow this is not in their control.

To wrap up, I would really like to be contacted by their accounts department to sort out this ridiculous account issue, as we are literally being billed on a month-to-month contract for a service that no longer exists, as well as my latency issue to be resolved as they have resolved it in the past after being threatened with service cancellation (which we're likely going to have regardless). They may have gotten a fancy new website and upgraded their infrastructure, but their service this year has down right sucked. They were at least a 4 or 5 star wireless ISP between 2018 and 2019. This would be a 1 star review, had the service not been so good in previous years. Part of why I'm giving them 3 stars is because I think they're a good option compared to other providers of wireless broadband, but you really need to make sure you're keeping an eye on their services and how up to date your account is.