Cascadelink Gigabit Internet

I've been a Cascadelink customer for 5 years. Service has been great until it was sold to wave. Customer support is not able to anything except taking a message. My internet has been down for 2 days and I haven't heard a response from a technician. I have no choice but to switch to a different provider.
1 7 years ago (09-04-2018)

It seems like a lot of people have been having issues with phonecalls to Cascadelink recently, but I can't say that I'm one of them. I haven't noticed any outages in almost a year and haven't needed to contact support, but I just called to ask a billing question and got immediately connected to a human. Doesn't seem like anything's changed there to me, and it's still leagues ahead of dealing with larger ISPs. In terms of their internet, their pricing is the best I've seen anywhere, and at least for my use they had a perfect selection of packages. They don't throttle based on data usage, and there doesn't seem to be the upsell strategy present in their pricing model that's built into many competitors (where the base plans are essentially not much more than a price anchor). As for the rest of their service, Cascadelink honestly has the best customer service I've ever encountered in a business, bar none. They had some very minor hiccups getting my internet hooked up two years ago and went above and beyond to make things right. More recently, I moved to a new building and forgot to cancel my service until the first day of the next billing cycle, but I was able to call up and cancel for a refund with no questions asked. This is the ISP that everyone deserves. If they're in your building, you should absolutely be using them.
5 7 years ago (11-05-2018)

This company have been great until it's sold to Wave. Of the 5 years I use them, 1-2 outage per year. The support were able to identify problem and fix it on their end. They were also respond email/ticker promptly. This time, no matter what you tell them in the email, the only thing they tell is to ask try hook up directly to computer. The fact is that I told them I tried it when I submit the ticket/case initially. The support couldn't careless about you. No matter what info you provide them, they stop responding and refuse to do further investigation. They don't care if your home/business rely on this internet, they won't have anyone fix your issue til next week. This is not the same Cascadelink a few years ago and the support stuff simply don't give a "shxt" about you as a customer. Gonna look for another provider. I can accept outage, but would be treated as value customer. Update: Service was schedule between 3-5pm March 19. Nobody shows up. Office number was routed to support department. Until I sound frustrated, the lady from support simply don't care and tell you that you get to the wrong department. When I finally talk to someone from the office, they tell you that the technician have came. I have been waiting a whole day. No phone call and no door knocking. They also said there is no way they can come today. Guess what, the phone call happened in the 3-5pm time frame. They refused to come at the time they scheduled. Save your time and money for a company who cares about you as a customer. DEFINITELY NOT CascadeLink.
1 7 years ago (19-03-2018)

This description is on their site -"a branded fiberlink network – a microwave wireless technology that gets upgraded every six months or so. “It gives us infinite bandwidth and speed. No data cap, no daisy chains, no bottleneck,” said Flugstad. And if there’s ever a problem, they can pinpoint the glitch and fix it, pronto." I don't think that is true. They have outages, and slow speeds at times and they don't bother communicating with customers when they are having issues. I have also has difficulties gettinga hold of them via phone. I hope for better customer service from them.
1 7 years ago (11-03-2018)

This is a perfect example of a company that couldn't care less about their customers. Similar to most of the other comments on here, frequent outages with zero communication on time of restoration. When you try to call them rarely is there an answer and if there is all they say is someone will call you back and they never do. Even the times they are up i get below the speed i'm paying for. They always have a lie to tell you.
1 8 years ago (31-07-2017)