GETUS Communications
Reviews and Complaints

I've had so many problems with this company from inferior internet speeds to tickets that aren't answered to GoCardless taking unauthorized payments from my account. I get cheery breezy emails that make it sound like my concern or problem had been adressed when it hadn't. If only they paid as much attention when that attention was needed. I've since read reviews about the modem/router and regret that outlaid $98 I did to buy it (because the steep $12 monthly rental seemed rather steep) because after 6 months I am done done done with GETUS. They may pride themselves on being better than the BIG guys but I'm not so sure.

Been without internet a week. Lost a weeks worth of work, telus came to fix but said their tech needs to come connect the wires. He showed me the work order that states they can not come into the house as third party. The customer service agent had the audacity to tell me that it was my fault i didnt insist they come in and now getus has to fix that. I showed the work order stating they can not come in. Then i was told to calm down. We were by text! Not like i was even on the phone yelling! Still no service. Three months i have paid and it hasnt ever been working properly! Do yourself a favor and save the headache go to anyone but Getus.

i think you did answer all my questions in a respectful & timely manner! I hope the gear i signed up for works well in my circumstance! When I use up the given amount of data I am signing for. That the fall back for the remainder of the month is supporting my needs. At the lesser speeds you mentioned to me. If not then I will not blame your company for the problems I be facing. Because the gear only needs a port to be able plug a external antenna to pick up the signal to work properly. Maybe if that the case your company could go back manufacturer to remedy the only problem the gear could ever face! I thank you for all the help I received to try out your equipment.

I miss one payment because I was in the hospital and was unable to transfer the funds to my credit card and they cut me off. I have never missed a payment before but they still decided to cut my service. I have called them and they told me I will have to pay for a new service and it will take 5 to 10 business days. Plus pay for a disconnection fee and my past due of 64 dollars. I have no problem paying them for the money I owe but for them to tack on so many other fees and amounts is not right. They don't care to help their customers at all. I have called them today now like 5 times I asked to speak to a supervisor and they said I will have to wait 24 hours. What kind of customer service is this?

Bad and slow service, spotty internet, and expect to encounter issues when you cancel. They don't have their own technicians so there was always a lot of trouble every time we needed technical service as ***'s technicians (who Getus had to use) weren't allowed to actually do much as they can't touch anything since they're aren't with Getus. We were sent faulty modem that had to be replaced and when the "new" modem, it died just barely a year later, prompting Getus to demand we buy a new one from them. Currently trying to get money back from cancelling their services and they're refusing, yet I've never encountered this issue with any other internet provider who promptly refund us without question.

This company new Canadians and noone is understandable, even though they claim call center is in Edmonton Alberta. Called to inquire about service and rates. It sounded good as rates were lower but looking at reviews it seem so is product and service at Getus. The agent set up an account but, I said, I do not want an account untill I know when *** contract is up as *** threatening an increase rate if not signing 2 year renewal at a new higher rate. The agent said no problem it is set up so just call to activate. Now getting calls and emails to pay invoice? I don't have not have I ordered the service yet but now Getus is trying to extort money from me even though I don't have an account! Stay away!

Worst internet company I've dealt with. *** most third party companies have their issues, but these guys really just fail in every category. Was promised internet in 5-7 business days, on day 7 I called and asked where my internet was. They said it would be ready on day 8. At 7am on day 8 they called me to tell me my internet was working and guess what, it wasn't! After ignoring them all day 9 so I could save my mental health, I returned their calls on day 10. They said they would have to send a tech out and it would be 10-14 business days. You can bet I canceled my service at this point. After canceling, they tried to tell me I was not eligible for a refund because I didn't allow them to try to solve the issue.

High Speed? Yes! Inexpensive? Yes! Dubious billing practicing? YES INDEED! Ordered Getus rocket-speed internet. Very easy to self-install. Supremely fast internet. We had prepaid but due to circumstances beyond our control, could not continue with their service and consequently after only approximately 15 minutes of use, called Getus to stop our internet. We were told that it would continue to be 'available' for the rest of month as we had paid ahead. One week later, our fortunes changed and we called Getus to say, please do not cancel, keep service on after November 16th as we had not been disconnected. By using the word "cancel" they wanted to charge us AGAIN for reconnection even though we were still connected. Wanted to charge us $49 once more for reconnection!?! Even though we were still connected for 3 more weeks. Perhaps we are naive to these billing practices but it still smacks as a double-dip to us. Gave them 1 star due to the high speed we experienced for such a short time.

Get US Communications is the absolute worst company I've ever dealt with. $9 a GB for fast internet, multiply that by your last month's GB usage for a monthly cost. They have plans; mine is $100 a month for 20 GBs, after which you can't watch a show or open an email, let alone game. They have so many technical issues I call them more than anyone else. Their message service is a joke; if you have a problem, they just close their chat and disappear, leaving you waiting for the next representative who does the same. I've had countless problems, like when our internet stopped working in January , they said they had to delete my account and create a new one. They never deleted the old account, so for six months, I've been billed for both, with the old one attempting to charge my credit card. Despite my complaints, they've done nothing. I've called at least 25 times about this. My car broke down, and when I tried to get a new one, I was denied because of the undelivered account on my credit report. I'm considering hiring a lawyer and letting the local news share my story. Even their CEO, who I found on a social media platform after they wouldn't give me his contact, doesn't care. He's read my issues but never responded, even after I commented on his post about how great they are. So, if you want financial troubles and massive headaches, I strongly recommend avoiding Get US Communications.

I am pleased with the exceptional service from Getus who assisted us with our issue and provided a new internet plan. We were relocating, requested to terminate our service in advance to coincide with our billing cycle's end. However, our internet was disconnected six days too soon despite full payment. This was inconvenient as we needed the connection. It felt unfair to pay for a service and be blamed for its premature termination despite having proof of communication. Other representatives were unhelpful and dismissive. One agent, however, restored our internet with a new device at a fair price after a lengthy discussion. He was patient and empathetic. Although he couldn't waive the reactivation fee or issue a refund, he guided us through our options. Unfortunately, the last representative we spoke with was unsatisfactory. Despite multiple confirmations, she disconnected our service prematurely. The company often terminates services too early, regardless of timely requests and payments. This necessitates constant follow-ups. We had to purchase an alternative service while our original one was still paid for, with no reimbursement offered. The company's customer care is lacking, but one agent did show genuine concern. This review reflects my poor experience as a long-term customer who has always paid on time.

I wish I could give this company 0 stars. I did a thorough review of client reviews from multiple sources. At the time (April ), the reviews were mixed. I had previously been with *** and needed to cut some costs and GETUS seemed to be a cheaper alternative. My experience at the beginning was positive and the 24hr available service and set-up was reasonably painless. The first issue was when a tech needed to come in an check the internet port in my apartment. Anytime an in-person service call is needed, expect that you will be without internet for days! This is because of their business model (where you save money, but you get what you pay for). They're unable to book calls immediately and it's a minimum of 3 days (every time) before someone can come. I was with GETUS for 5 months and ended up having 3 service calls and a dozen phone calls and went 6 days without internet one time. This was unacceptable as I work from home (like many during the pandemic). I then also had to complain and request to be reimbursed, this was not offered to me. The final straw came when I cancelled my service. The rep asked lots of invasive questions and was reluctant to cancel my service. Once they finally processed it, I was notified that I had 30 days to return my modem. I returned my modem and white it was in the mail received an invoice for the modem cost for September. I contacted them and asked that the invoice be cancelled as the modem was in the mail. I was asked for the tracking number, which I sent and that should have been the end of it. My package was received this Monday and an automatic payment came out of my account on Wednesday. I emailed again asking why the invoice was generated in the first place and to be reimbursed immediately. I was then asked for the tracking number again, as each response I've received from them has been sent by a different representative each time. I have not yet been reimbursed at the time of writing. I have wasted too much time on being reimbursed for a service they did not provide nor that should have been generated in the first place. Do not listen to the positive reviews. It is a complete crapshoot if you get good or bad service. If you're willing to take the risk, be warned that when the service is bad, it's very bad and incredibly frustrating.

I'm extremely disappointed with Getus Communications services. I was with Getus communication for 3 years, the first few years I only used their basic internet service, which was fine for one person household. At approximately, 3 years in, I wanted to add cable TV with cipher cable. After that I had continuous, ongoing issues with the internet. The cable TV, along with my internet constantly frozen. Most evenings, I was unable to watch shows or movies, because it froze every few minutes. The same issue was also present using the internet, some days I could not even access internet connection. I repeatedly called customer services, trouble shooted over a few months with their team. Eventually, I was informed that my modem was old, and needed to be replaced. Basically my less than 3 year old modem could not handle basic tv cable or basic internet for single household unit. Expecting that they would replace my modem, since I was an extremely patient, understanding, paying customer, I was actually informed that I would need to purchase the modem again at approx $150, and that it is routine that modems need to be replaced every 3 years. I informed them that I had barely any internet for the last few months, and have been very patient and understanding, therefore, replacement of modem should not be billed to me. In the end, the offered me $5 a month rebate from my services, I thought this was offensive. I decided to close my account, and discontinued my services, and move to another provider with better modems. A few months later, I discover that I am still being charged monthly for cipher tv, which I returned a few days after cancelling with their shipping return label. When I called to complain and ask for a refund, they said they still needed to confirm with receiving department whether my Cipher device was returned. I told them it as been over 2 months, and this should have been confirmed at least a month ago, and I should not be charged or need to direct them to confirm. I strongly believe they need more training in customer services, and tie up their lose ends. They lack understanding client's needs, and provide appropriate services, and offer compensation for lack of service. I recommend not going with Getus Communications at all, it is not worth the discounted rates. In the end, the internet and customer services is unreliable.

I want to preface this by saying that I usually don't leave negative reviews of companies (if you can't say anything nice sort of thing), but my experience with this company was so negative that if I could give it negative stars I would in order to save someone else from making the mistake of doing anything with this company. I had purchased their solis lite hub to use for mobile gaming. I had confirmed with them before ordering the hub that there would be no issues, no hidden security features, an open NAT type, etc. Nothing that would prevent me from using it for the intended purpose. I was assured that it would be fine "our users use it for gaming all the time". So I ordered the hub, having done my research (it is advertised online as being one of the best smart hubs for mobile gaming in several places), and having received reassurance from the company that it would work, I was sure it would be fine. Additionally, they had assured me that if it did not work I could cancel and get my money back, which ended up not being true as I was told later that since I had activated it it was considered used and no money I had already given them could be refunded, because, and I quote a customer service rep here "if we refunded money for things that didn't work, we wouldn't make any money". After making a complaint one of the "senior" customer service agents reached out to me and we spent an entire week emailing back and forth trying to troubleshoot and correct the security settings on my Hub for it to work. Once it was determined that there was no way to do this and I asked to just cancel the service, customer service stopped responding to my emails. It took three emails, two new tickets, and another week of trying to get a hold of them before I was assured that my service was cancelled and I would no longer be billed and I sent the Hub back, which they have received on their end. I have however since gotten 2 emails and a text regarding my "overdue monthly payment", which when I email and open tickets about, I am not receiving any sort of response. My experience, as others have stated, is that when they feel that they might keep you as a client, they are quick to respond, and try to be helpful (though they often provide contradictory and outright wrong information just to tell you what you want to hear), but the second you say "this does not work for me, I would like to cancel" they just outright ignore you. Pros: -The Hub worked decent, but not for the intended purpose. If you're going to try this hub, get it through a different company. -Not contact or credit check. Cons: -Horrible customer service (unknowledgeable, at times rude, unresponsive, will outright lie if they feel it will get you to stay as a client). -No contract or credit check means they will just about do anything to keep charging you and keep you as a client, even going so far as to ignore you when you try to cancel. -Horrible return policy, they do not stand by their products or service at all. Will lie about their return policy if they think it will get you to sign up -Outrageously expensive data plans for what you are getting -Hub is confusing to set up as the instructions they email you, the instructions that come in the box, and what you actually have to do to set it up are all different -Their website is set up very oddly and is not particularly user friendly, there is nowhere where you are able to do any sort of self-serve options, such as cancelling or changing a service, but you can add services via self-serve. -They keep your credit card data and address information on file and there is nowhere to remove this. When I emailed about remove my data from my file, they completely ignored my request. -I honestly think this company is a bit of a ***, I will be reporting to the ComplaintsBoard.com and likely seeing what my credit card company can do for me because the experience was unlike anything I have ever been through as far as customer service. Bottom line, just don't get services through this company.

They closed my account the day I was supposed to get a payout (what a coincidence)

They said my customer needs to file a dispute to get funds returned, but she's older And senial with a traumatic brain injury and cannot understand why she needs to file a dispute and does not have the mental capacity to file the dispute process I've explained this to them over and over and they are refusing to answer.

They are a SCAM

I signef up for their intertnet service and gave them my visa card numberr for billing. They sent out a modem thay wer had to install ourselves asd I live in a seniors living facility assd I am partially nparalyzed. The modem nevert worked and after their help agent tried to get it to work we we wetre advised to return it and they said that my account has been cancelled. We never receivef any service and now they have bern billing me ssd bif rvertything iw working when it has never workef and they are refusing to refind tthe service billing to date.

I asked for a new internet connection on the ninth of October . The service was delivered two weeks later than agreed upon. Once the modem arrived, it was faulty and not working. When I phoned gets communications, they said I will have to wait more to get a techie visit my place. To which I lost my cool as they would be three weeks late as to what was agreed upon, had I Waited for the techie. I phoned them and said it's unfair for me to wait so long and hence I deserve a refund for their poor serivce. They agreed on refund. But provided only a partial refund and not the full amount. That also almost one and a half months late. Please help me get full refund as their service is poor and they are engaging in unfair ethics. I phoned them today and they refused to give full amount back.

I was a GETUS customer as I moved from one home to another. I asked GETUS to move my Internet from my old home to my new home. The inernet was never transfered from my old home to my new home. I work from home so this is a problem. After nearly a week of calling GETUS's 1-800 number for customer support and getting nowhere (they normally talk in circles, straight-up *** to me, or put me on hold for long periods of time), I decided I'd had enough *** and had given GETUS enough chances so I cancelled. They are still going to charge me the move fee even though they did not successfully complete the move! I asked them time and time again to cancel the move fee ($49) because they did not sucessfully complete the move but they refuse. I also asked them to not bill me for the last month of Internet because they haven't been providing me internet ($55) I do not think it's fair and ethical for GETUS to charge me for a service they failed to provide, and I think I need help because they're a big company and I'm just one human. Plese help me if you can.

Contacted Getus Communications about internet issues on Nov 30/20 and informed them repeatedly about the lack of service, having paid $113.00 by credit card. They stated billing doesn't start until activation at home. Installation was set for Dec 7/20 with a promise of active connection. However, the cable company didn't install on Dec 7th, citing a 6-month delay for cable burial due to winter. After informing Getus, they claimed we were connected, which was untrue. Despite canceling the service on Dec 10/20, Getus insisted on a connection and refused a refund. They later claimed activation and completion, which was impossible without an actual visit or connection. Despite multiple communications confirming cancellation and no service, Getus persisted in requesting confirmation and began demanding monthly payments of $57.63 for a non-existent service. I am seeking a full refund for this unresolved issue.