MercuryNet Review

Absolutely the worst service ever. They don't even sync your email from the web to your phone. It is 2014 people!

Very unreliable service, you absolutely cannot count on your internet to work when you need it. When you need to contact them to find out what is happening you rarely get through. There is a long wait on hold followed by a message to transfer to an overflow call center. Multiple outtages a day of various lengths.

Bad experience. Our internet goes out often for days or weeks at a time with no explanation from them, and no credit back for weeks without service. We pay for 25mbps but spend most of our time around 6mbps on a good day. Our internet is currently out again so I ll have to call, but I ll probably end up on hold for 45 minutes again. It s really inconvenient for our internet to be going out so often, and it is always a hassle to get it up and going again.

Edit: just had a great experience with tech support and they fixed our issue, bumped up the rating!

Update 8/4: tech came out and changed to a different tower. Doubled my speeds. Still not the 25mbps but better. Time will tell if its fixed forever

Paying $90 a month for 25 Mbps of data. Netflix barely works and today instead of having the day off I needed to go to work because I couldn't send an email. Would be faster to get a phone line and dial up connection

I started internet service with Mercury net, in Oct. 2018. I stated I would need a "fast" connection compared to my super slow,unreliable dsl with local phone network. My wife was about to be home based for work. After initial installation, internet speed was the same as our current dsl.....ugh..but after a call to Mercury Net.,explained our situation ,they came out not once, but twice.. Now we have speeds that averaging 20-40 Mbps! Very impressed! Only had 5-7 Mbps with local phone dsl.(Frontier). Thank you Mercury Net . ,signed, a very satisfied customer!!

UPDATE..4/20/20... I am still very impressed with Mercury. Net., I understand some folks may not get the speeds they want..and it depends where you are...but Mercury net has served my family well..we use it for streaming services (tv), my wife working from home, and kiddos doing school from home., even increased data plan,at no increase, to help us out.during pandemic. Very Impressed!...,and happy., I recommend Mercury net, give them a try, see if it works for your area!

Ge

We basically have no internet connection. I wanted to call after work tonight and was disappointed to find your office hours are only M-F from 8am-5pm. Please consider
extended hours as Excel.net did to help working individuals

I just wanted to share with everyone the excellent experience I had with Dave (the owner of Mercury) and the fine people at customer service. Long story short, I ended up managing my owner s account with Mercury for him. After providing the proper information to them, I basically had all the privileges to the account that the owner would have, besides things like money, i.e. credit card information and payment options, etc.
From there I was able to see how much data was being used (we had a data cap of 250 gigs) and other things like overdue charges, disconnect notices and the like. I m sorry; I don t remember the names of the technicians but both of the guys I talked to were friendly and knowledgeable. Anyways we finally got to a point where we could no longer get services through Mercury because of an outstanding bill and I asked to talk to a supervisor and not only did I get that but it ended up being Dave the owner of the company. When I later thought about it I realized that he was so concerned about good customer service that he actually fielded the call himself. Bear in mind that he manages a company that generates around $2.7 million in annual revenues. So you know he s very busy. Anyways I was really upset but Dave remained calm and professional throughout the entire phone call. Even though we couldn t reach an arrangement, I would highly recommend Mercury Network if you re looking for an internet solution in rural areas located in North East Wisconsin. Thanks guys!

Because of covid my daughter has to work from home. Internet has been out for up to 3 hours during the day. Which is happening quite often. Never had this problem before. Need a solution FAST.

Unreliable internet service! Continues to go down week over week!
11/5/20 Update: Continued unreliability. Continued internet outages week over week, day over day! Frustrating and zero resolution, only continue to receive excuses.

Pay for the service, have been without on and off for quite awhile. Should get a refund for service not rendered.

Service keeps getting worse and worse...every night and every weekend get knocked off all the time at approximately the same times...not happy with them at all! We are paying for this service so I expect service! Slow downloading too...

Improved there network and are going out there to help people.

So far the internet service has ben varey reliable their upgraded router is excellent I would recommend Mercury Network

Have had Excelnet for 20! years and now Mercury. Excel had issues frequently and answer was always to Run speed test, which did nothing, and increase speed plan (and $$$), or needed a roof mount, or a higher roof mount, or new router, etc....never really got speed paying for but it did get better the past few years. Service this spring and summer up until a month ago was acceptable. I could do what I needed to for work, daughter could do college classes At same time, and we could watch a movie On Netflix in the evening. A month ago had issue and called in. Was told that there was a problem with tower because of storm That day and they had someone on tower working on it. Connection has been awful since then and to the point of no connection at all. Frustrating. I called in and they set up time to come out. Just had repair guy here and was told that Nothing they can really do. We would need to Hire electrician to run electrical down driveway and then they would cable to it up to 500 feet to be at a point to see the tower?? Which is same tower since day one. They said it s not the tower we are just too far away (10 miles) and If it was tower that he is the person that would have been fixing the problem on tower a month ago and he has never been on that tower. So why did mercury tell me that There was a tower issue and they had someone out there working on it? He Also said he has been on many calls out here And it seems they too were sold the same bill of goods by excelnet to pay for faster speeds when it was just a location issue. Add to that, I had a service agreement with excel that mercury said was still in effect and grandfathered in. When repair men were about to leave here I was presented with A form containing my options....pay for electrician etc, cancel service completely, or sign their form Keeping as is but said signing would in effect mean That if I keep current equipment/speed/payment - anytime they Come out here for repair it will cost $150 Boots on the ground fee!!! plus hourly wage to fix it, regardless of whatever issue is! Wind rain faulty equipment doesn t matter. Basically negating my service agreement (whatever thats worth) that I was told was still effective. Not sure where to go from here. Maybe mercury could make good to all of us that have been duped over the years and put up some equipment that actually works Reliably for us.

Would have been a great service for us, considering there are little internet options for us in a rural area. However, the technition told us that he couldn't see the tower from our house. This apparently meant that we had to pay upwards of $500 for installation ($250 base installation and another $250 for additional dish) by either getting 2 satalites to bounce the signal off the barn to our house, or install a 10 foot tower on top of our roof. Our neighbors to the east and west (less than a mile away) both are serviced by Mercury. We are in the service area, as we called and confirmed ahead of time.

Service is supposed to be up to 25 mbps but the only time it seems to even approach 15+ is when you are in the phone complaining to them. Then it's good for a day or two and then slows down again.

We have been customer for several years, first with Excel Net. We were forced to work from home due to Covid-19 restrictions and needed to upgrade our data usage to accommodate. We were able to do so with the understanding from Mercury that we could down grade when we returned back to work. Now that we have returned to work we tried to downgrade back to our previous plan and SURPRISE they have taken advantage of our situation and will not let us back on the previous plan. This is shameful and no company should think it is ok to take advantage of anyone affected by the pandemic. We WILL BE doing everything possible to switch service providers.

We had been Excelnet customers prior to Mercury acquiring them. We never had any internet or streaming issues during the Excelnet years.
Since Mercury has been the provider it has been constant problems. Either the speed is so slow we cannot watch TV or it goes out all together.
It shouldn t be an issue with tower location as I can see it from our house and it it less than a mile away.
I am writing this review from my iPhone on cellular as the internet went down last night at about 8:00 and is still down this morning. I rebooted our router to see if that was the issue and it made no difference,
I have called and talked to their tech support over the years and they are very accommodating but I am so fed up with this service merry-go-round, If we had another choice in an ISP I would drop Mercury like a rock.

I'm not sure where the negative reviews are coming from. I'm in a rural area that does not offer high speed as there is NO cable and my location is "owned" by a provider that wouldn't let tv satellite supply my connection even though the provider had not expanded it's services to my area yet.

I was forced to pay the admittedly higher cost of Mercurynet's "Line of sight radio internet" as it was my only option over the 1.3mb service I was using. My existing service was down DAILY and I took a leap of faith with Mercurynet.

I chose the Highest speed (at the time) possible at 10mb. Mercury net warned me that I was just outside their area, but would let me try risk free. I did, and received GREAT service and CONSTANT support from what is usually one of two guys (Tim) local to my area. I had LITERALLY NO outage problems for my first years, even though I'm using a roof receiver system. I also received CONSISTANT speed near the promised 10's BUT...

Last year(?) Mercury "upgraded" the network (oh oh!)... They sent me NEW equipment an a free router... They raised my data cap, and speed tests now show my speed at an almost constant 39mb... There are NO more "speed based" plans. Everyone gets unthrottled access to the highest speed Mercury offers! .... I experienced NO difference in billing!!!! Even after my contract renewal the price stayed the same. :0

I recently had one outage..A long one of about 12 hours. It's been my only outage in over 3 years with the service and remember folks; I'm "Out of their service area". Two minutes on the phone and Tim assured me that even though a major component had been damaged in a storm that they would have it up in roughly 10 hours and they did.

I'm a "power user" with an average of 220 gigs per month and even though (due to my location) I pay a bit more than what other providers charge (the ones that still won't service my area), I am NEVER remorseful when the monthly online payment is made. I've made mods to my system... Added repeaters hard line and service to 4 outbuildings with the insanely awesome help of LOCAL English speaking customer service. Research their C.S. ratings... They make a "mission" out of helping.

We now have another option in our area. My wife works remotely from home and I also generate revenue from my online activities. Leaving the reliability and the customer service of Merury is NOT an option for us as downtime could be catastrophic in some cases... And I've also become a bit spoiled. ;-)

Note: I don't have any professional affiliation with M.N. and I don't work for them, but I'll tell you I'd be justifiably proud of the service if I did.

Dean M
St Anna, Wisconsin

Just cancelled with them since I wasn't even pulling 1 mbps and couldn't use my smart tv. They just took my payment out of my bank 2 days ago and refuse to give me a prorated for the entire month of March that I am not using. Wow never heard of that before, willing to take your money but horrible service. Thank you for showing me the loyalty of being with you for over 10 years.

I have been a customer with Excel.net and now Mercury Network for many years. The service has been consistent and prices have not been raised over the years. I have always been pleased with this service. I had a problem the other day and I have to complement Tim, the I.T. guy and Jason who made time at the end of his day to install new equipment and got us up and running again. Thank you for the great customer service.

Terrible. I pay for an internet package that should allow me to stream video, about $60 a month and I cannot stream video anymore ever since these guys bought excelnet. I don't know what happened, but if they don't fix it, I'm out.