BREAKING: Nuvont Selling iProvo Customers to Broadweave

A solid source tells me that Nuvont is selling their iProvo customers to Broadweave effective today. Nuvont will retain its VoIP and Internet customers on UTOPIA and remain a service provider there. This isn’t much of a surprise given that Broadweave would likely not negotiate an extension of existing contracts. Nuvont has reportedly already moved many of the video customers to satellite, so Broadweave will be gaining mainly single-play and double-play customers.

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6 Responses to BREAKING: Nuvont Selling iProvo Customers to Broadweave

  1. Herman says:

    So there’s no money to pay bills, but there’s money for this?

  2. Capt. Video says:

    “No money to pay bills?”

    Broadweave HAS been paying the bond every month. Gaining customers (buying customers or installing customers) is exactly what Broadweave had previously said they would rather use their cash for, using the surety to pay the bond.

  3. Jarrod says:

    I am now in the category of Nuvont customer transitioning to Broadweave because of this sale. Some things they have done okay, but overall I have to say that I’m not terribly impressed. I’m a double play Internet and Video customer. I also have a static IP address so that I can host a website from home.

    We received a phone call from Broadweave telling us that in a couple of days they would switch over our services. They said that there may be a short service outage at this time, but if we power cycle the box it should reset and be okay. I am impressed they made these calls.

    The changeover happened while we were out of town. When we came home the Internet worked fine, but no video. I also learned that my website was down. I checked the IP I had and it had changed, so I sent an email to Broadweave customer support to ask if this was a new static IP address or if I was on the DHCP pool. It has been more than 24 hours now and no response, not even automated.

    My wife was wrestling with the video box to try to get TV. It was giving a message about not being authorized. She called the number popping up on the TV and got a Broadweave CSR. The CSR informed her that no, Broadweave had not purchased Nuvont customers and that my wife needed to call Nuvont. My wife asked to talk to someone who actually knew what was going on and got a voice mail box. She left a message. It’s been more than 24 hours and no response.

    Later that day I was home by myself looking at the TV not working. I didn’t know my wife had already worked on the problem. I called the Nuvont Transition Hotline from the Broadweave website. The CSR talked me through rebooting the video box a couple of times with no luck. He finally told me to bring the box in to the office.

    So I brought the box in later that day (yesterday). They swapped it for “one of theirs.” I brought it home and gave it a try. Same problem.

    I expect that eventually Broadweave will work through these issues with me and things will work again. But, like I said, so far I’m not impressed.

  4. Capt. Video says:

    Hey Jarrod:

    I don’t know if this will help you or not, but often when the STB bings up the screen asking for the authorization entry to continue, if you enter either “continue” or “check authorization” the box will continue to boot.

    Good Luck!

  5. Robert says:

    Jarrod you have provided a great snapshot on how Broadweave is doing with thier new management. It looks like they have still not been able to conquer simple customer service and support challenges. I guess it should be no surprise that there are technical issues since Dave Moon is not a technical or telecommunications experienced guy. You would think that the least they could do would be to make sure all CSRs understand the transistion of the NuVont customers. Oh well, at least he has been able to identify that they can’t afford new customers.

  6. Jarrod says:

    Jaren at Broadweave finally worked out the TV issues, which is good. I figured it would eventually be resolved, but like Robert, I think the overall experience is indicative of further improvement that should be made in communication, training, and follow through on the customer service side of the company.

    It looks like I’ll be moving to Mapleton here in the very near future and I’m sad to be leaving the municipal fiber behind. From what I can tell I’m pretty much limited to Qwest or Comcast again as my potential network providers.

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