Virginia Broadband

Virgina broadband has contacted me directlyThey offered a different package because they told me that I could not get their service from lack of signalBut I still had to call back times before someone could give me an answer to what happened when the technician showed upHe left no note for me and the company did not reach out to me to notify me of anythingI was trule disappointed with this companyWhen the supervisor called he offered me satellite Internet which was approximately times higher and they would not comp the price due to all the complications I have been threw again they did reach out to me but I was not pleased with anything about this business.?

In general, Ms [redacted] remarks are correctHer install appointment dates were re-scheduled a total of six times; were due to the technician recovering from a personal automobile accidentHowever, the other two were due to weatherWhile VABB strives to meet appointments punctually, circumstances do arise that can circumvent the installation - good weather and a health technician is requiredAnd when the schedule is full, it may take several days to fit the new visit into the scheduleIn all, the scheduling process consumed days from the time of the sale to our actual installation visitWe agree with Ms [redacted] that this timeframe is not acceptable and has been addressedVABB recorded notes: • 2/28/14: [redacted] Inquired about the service, VABB responded with options and to call for details • 3/6/1610: [redacted] 2nd inquiry about service, VABB responded • 3/15/10: [redacted] Sale confirmed • 3/21/9: [redacted] : Rescheduled • 3/23/13: [redacted] : Rescheduled ? • 3/25/11: [redacted] : Rescheduled - Offered $off install price of $ • 4/2/10: [redacted] Rescheduled • 4/7/1613: [redacted] : Rescheduled due to weather • 4/11/13: [redacted] : Rescheduled due to weather [redacted] • 4/15/8: [redacted] : Install of the service failed to pass our test Offered Satellite serviceMs [redacted] statement that VABB did not want to do the job is not accurateWhen Ms [redacted] contacted our office on 2/28/to inquire about our services, our sales staff performed a radio mapping survey to determine if she is in our coverage area Our notes clearly state her prospects were "grim" but VABB decided to roll a truck anyway given her dire need for InternetSometimes our mapping analysis does not match the reality of the location (house) relative to our network (the nearest tower)In this case, we invested the time and money to investigate further with a physical visitWe replied as such stating if we cannot provide our brand of Internet, we can offer our satellite InternetShe declined the satellite optionMs [redacted] states we did not respond to her emailsWe believe we did respond and the dates on the notes above indicate only small gaps in the daysVABB was NOT made aware of her Revdex.com complaint until 4/19/when we received the first email notice to the registered address of [redacted] (which I receive and have triple checked all mail boxes)This was the "2nd Notice" we never received a first noticeThe complaint was filed on 4/1/16, had VABB been made aware that day that our rescheduling was adversely affecting her, we would have responded to her and possibly resolved this issue in days - not daysVABB is not reliant on the Revdex.com to trigger our actions, but if Ms [redacted] had expressed her concerns with our staff on 4/1/we may have been able to shift our schedule to accommodate herWhen we were informed by Revdex.com on 4/19/16, I immediately called Ms [redacted] that day- that hour, to discuss the matterWe reviewed the details and again I agreed with her that this is an unacceptable scheduling practiceI discussed her Internet options - especially our Exede Satellite service in detail and emailed her that day the details and pricing and verbally offered to reduce that install rate as compensationShe replied the next day declining the offerVABB wishes we could have provided Ms [redacted] a better customer service experience and more importantly deliver on her need for fast Internet serviceSometimes we simply cannot reach every house in our rural coverage areaIf Ms [redacted] wishes to explore our other Internet options - or in the future moves to a location within our coverage area, we will gladly offer her a free installation

Virgina broadband has contacted me directlyThey offered a different package because they told me that I could not get their service from lack of signalBut I still had to call back times before someone could give me an answer to what happened when the technician showed upHe left no note for me and the company did not reach out to me to notify me of anythingI was trule disappointed with this companyWhen the supervisor called he offered me satellite Internet which was approximately times higher and they would not comp the price due to all the complications I have been threw again they did reach out to me but I was not pleased with anything about this business

Virgina broadband has contacted me directlyThey offered a different package because they told me that I could not get their service from lack of signalBut I still had to call back times before someone could give me an answer to what happened when the technician showed upHe left no note for
me and the company did not reach out to me to notify me of anythingI was trule disappointed with this companyWhen the supervisor called he offered me satellite Internet which was approximately times higher and they would not comp the price due to all the complications I have been threw again they did reach out to me but I was not pleased with anything about this business.

In general, Ms*** remarks are correctHer install
appointment dates were re-scheduled a total of six times; were due to the
technician recovering from a personal automobile accidentHowever, the other
two were due to weatherWhile VABB strives to meet appointments punctually,
circumstances do arise that can circumvent the installation - good weather and
a health technician is requiredAnd when the schedule is full, it may take
several days to fit the new visit into the scheduleIn all, the scheduling
process consumed days from the time of the sale to our actual installation
visitWe agree with Ms*** that this timeframe is not acceptable and has
been addressedVABB recorded notes: • 2/28/14:*** *** Inquired about the service, VABB responded
with options and to call for details • 3/6/1610:*** *** 2nd inquiry about service, VABB responded • 3/15/10:*** *** Sale confirmed • 3/21/9:*** ***: Rescheduled • 3/23/13:*** ***: Rescheduled • 3/25/11:*** *** :
Rescheduled - Offered $off install price of $ • 4/2/10:*** *** Rescheduled • 4/7/1613:*** ***: Rescheduled due to weather • 4/11/13:*** ***: Rescheduled due to weather *** *** *** *** *** *** ** *** *** *** *** *** • 4/15/8:*** ***: Install of the service failed to pass our test
Offered Satellite serviceMs***
statement that VABB did not want to do the job is not accurateWhen Ms***
contacted our office on 2/28/to inquire about our services, our sales staff
performed a radio mapping survey to determine if she is in our coverage area
Our notes clearly state her prospects were "grim" but VABB decided to
roll a truck anyway given her dire need for InternetSometimes our mapping
analysis does not match the reality of the location (house) relative to our
network (the nearest tower)In this case, we invested the time and money to
investigate further with a physical visitWe replied as such stating if we
cannot provide our brand of Internet, we can offer our satellite InternetShe
declined the satellite optionMs*** states we did not respond to her
emailsWe believe we did respond and the dates on the notes above indicate
only small gaps in the daysVABB was NOT made aware of her Revdex.com complaint until
4/19/when we received the first email notice to the registered address of
*** (which I receive and have triple checked all mail boxes)This
was the "2nd Notice" we never received a first noticeThe
complaint was filed on 4/1/16, had VABB been made aware that day that our
rescheduling was adversely affecting her, we would have responded to her and
possibly resolved this issue in days - not daysVABB is not reliant on
the Revdex.com to trigger our actions, but if Ms*** had expressed her concerns
with our staff on 4/1/we may have been able to shift our schedule to
accommodate herWhen we were informed by Revdex.com on 4/19/16, I immediately called
Ms*** that day- that hour, to discuss the matterWe reviewed the details
and again I agreed with her that this is an unacceptable scheduling practiceI
discussed her Internet options - especially our Exede Satellite service in
detail and emailed her that day the details and pricing and verbally offered to
reduce that install rate as compensationShe replied the next day declining
the offerVABB wishes we could have provided Ms*** a better customer
service experience and more importantly deliver on her need for fast Internet
serviceSometimes we simply cannot reach every house in our rural coverage
areaIf Ms*** wishes to explore our other Internet options - or in the
future moves to a location within our coverage area, we will gladly offer her a
free installation

In general, Ms*** remarks are correctHer install
appointment dates were re-scheduled a total of six times; were due to the
technician recovering from a personal automobile accidentHowever, the other
two were due to weatherWhile VABB strives to meet appointments punctually,
circumstances do arise that can circumvent the installation - good weather and
a health technician is requiredAnd when the schedule is full, it may take
several days to fit the new visit into the scheduleIn all, the scheduling
process consumed days from the time of the sale to our actual installation
visitWe agree with Ms*** that this timeframe is not acceptable and has
been addressedVABB recorded notes: • 2/28/14:*** *** Inquired about the service, VABB responded
with options and to call for details • 3/6/1610:*** *** 2nd inquiry about service, VABB responded • 3/15/10:*** *** Sale confirmed • 3/21/9:*** ***: Rescheduled • 3/23/13:*** ***: Rescheduled • 3/25/11:*** *** :
Rescheduled - Offered $off install price of $• 4/2/10:*** *** Rescheduled • 4/7/1613:*** ***: Rescheduled due to weather • 4/11/13:*** ***: Rescheduled due to weather *** *** *** *** *** *** ** *** *** *** *** *** • 4/15/8:*** ***: Install of the service failed to pass our test
Offered Satellite serviceMs***
statement that VABB did not want to do the job is not accurateWhen Ms***
contacted our office on 2/28/to inquire about our services, our sales staff
performed a radio mapping survey to determine if she is in our coverage area
Our notes clearly state her prospects were "grim" but VABB decided to
roll a truck anyway given her dire need for InternetSometimes our mapping
analysis does not match the reality of the location (house) relative to our
network (the nearest tower)In this case, we invested the time and money to
investigate further with a physical visitWe replied as such stating if we
cannot provide our brand of Internet, we can offer our satellite InternetShe
declined the satellite optionMs*** states we did not respond to her
emailsWe believe we did respond and the dates on the notes above indicate
only small gaps in the daysVABB was NOT made aware of her Revdex.com complaint until
4/19/when we received the first email notice to the registered address of
*** (which I receive and have triple checked all mail boxes)This
was the "2nd Notice" we never received a first noticeThe
complaint was filed on 4/1/16, had VABB been made aware that day that our
rescheduling was adversely affecting her, we would have responded to her and
possibly resolved this issue in days - not daysVABB is not reliant on
the Revdex.com to trigger our actions, but if Ms*** had expressed her concerns
with our staff on 4/1/we may have been able to shift our schedule to
accommodate herWhen we were informed by Revdex.com on 4/19/16, I immediately called
Ms*** that day- that hour, to discuss the matterWe reviewed the details
and again I agreed with her that this is an unacceptable scheduling practiceI
discussed her Internet options - especially our Exede Satellite service in
detail and emailed her that day the details and pricing and verbally offered to
reduce that install rate as compensationShe replied the next day declining
the offerVABB wishes we could have provided Ms*** a better customer
service experience and more importantly deliver on her need for fast Internet
serviceSometimes we simply cannot reach every house in our rural coverage
areaIf Ms*** wishes to explore our other Internet options - or in the
future moves to a location within our coverage area, we will gladly offer her a
free installation

Contacting VABB: After reviewing our support emails, phone logs, and notes on the dates Mr. [redacted] reported, we do see where several attempts were made to contact VABB and we did fail to reply. Our call logs indicate that his calls came in during off hours when our answering service...

handles the calls. The answering service then sends an email to our support staff for follow-up on the next business day. Our staff did not follow-up. We have reviewed this process and have made changes to ensure this does not happen again. Furthermore, we have asked the [redacted] to contact us during regular business hours posted on our website: M-F 8am to 8pm… Weekends and major Holidays 10am to 8pm to ensure our staff can troubleshoot at that moment. We also asked the [redacted] to directly email [redacted] to ensure we receive their request quickly. Service Issues: The bulk of the [redacted] Internet service issues is directly related to where our wireless radio antenna is located on their property… in the attic of the house. This is where it was initially installed with the prior home owner but is NOT the best place to install our equipment. The [redacted] service began on 12/30/2008 with an “Account Transfer”. Since our equipment was already installed, our staff remotely activated the service – no tech visit required. All was OK and no reports of service issues until 5/6/13 – slow speeds. We advised that given the antenna type and its location in the attic, the speeds they recorded and reported were the same as the day they started the service and were as expected given the type of antenna they had. The [redacted] then contacted support in August 2014 about service issues. We responded immediately and scheduled an upgrade of their antenna. This upgrade did provide much faster speeds but they declined to have the antenna installed outside so it stayed in the attic. Aside from some contact with the [redacted] regarding resetting email passwords, and upgrading their service plans due to heavy usage, no sustained or systemic service issues were reported until 6/15/16, this is when things went downhill. We tried to troubleshoot over the phone but they declined due to time constraints on their side. In October 2016, their support inquiries escalated and I got involved. They demanded tech visits in the evening and weekends, of which we do not offer, and they asked for several months of credit. We immediately dispatched a technician who recommended to the [redacted] that we put the antenna outside… the [redacted] declined. The tech did the best he could to improve service but was unable to so we advised the [redacted] about our “BAFR” status (best and final reinstall). This status means the customer has accepted the service “As Is” and there is nothing more we can do. In January 2017, the [redacted] reported the same slow issues so we scheduled another tech visit – they then contacted us the next day to cancel the visit and they did not reschedule. From January 2017 on, we admittedly dropped the ball in returning their calls (as described above). We visited the [redacted] again on 5/30/17 and convinced them to allow us to move the antenna outside. We advised that we DO NOT put holes in their metal roof – we use clamps. As it turned out, that was their only concern – they didn’t want holes in their roof. We are scheduled to complete the equipment move on Monday 6/5/17. While we are not sure this will cure their speed issues, it’s a start. To address their concerns about a guarantee that service will be better after the equipment move. When our tech determines the best outside location to mount the antenna, as standard procedure, the tech will perform a speed test and report the results to the [redacted]. If all are in agreement that the speeds are OK, we will proceed with the move, if not, we will provide the [redacted] with an option to continue service or to cancel. Compensation: Our policy on credit for service issues is as follows: Our service is “AS IS” as stated in our Terms and Conditions at www.vabb.com. If their service outage is directly related to our network issues and is prolonged for 2 days or more, we will gladly provide a credit for those days. In reviewing the [redacted] data usage, they have been very consistent with usage. Each month they average over **GB. This indicates that service has been usable, and they have been consistently using it on a daily basis. Our typical customer’s usage in also in the 70-80GB range so in effect, they are an average user of our Internet services. Since our response to their recent issues were not acted on in a timely manner, we will gladly offer the [redacted] a one month credit of $[redacted]. They are past due on the 4/30/17 (no doubt due to this dispute) and currently due on their 5/30/17 invoice. We have cleared the 4/30/17 invoice and all related late fees. In conclusion, we try our best to accommodate our customers and we admittedly did not react appropriately to their recent concerns, but in the past, we did try to rectify the matter and the [redacted] declined. We hope this will be a satisfactory proposal to the [redacted]. Best regards,Joe L[redacted]Director of Sales and Marketing[redacted]

[redacted]’s description of the events is correct, however our notes do indicate from 7/31/16 to 10/28/16 VABB has had no less than 15 contacts with [redacted] via our customer support staff. [redacted]’s list of dates represents when she contacted VABB and when we noted her issues and addressed them. Our notes –...

as listed further below come close to coinciding with her dates. VABB have also visited her home 4 times within this 2 month span. As our notes indicate, we have tried to address her service issues post the sever lightning storm on 7/27/16 and 7/28/16. The tower that serves [redacted] took a direct hit. Within 48 hours (7/29/16) service was restored to most of our customers in that area. As the list of notes indicate, VABB reacted many times and corrected some issues for [redacted], but also advised service will be poor due to a tree blocking the radio signal so maybe she should consider VABB’s satellite service instead. However, based on her actual usage VABB monitors, she has been using on average 5GB’s of transfer data per month, albeit it may be spotty at times – as we have advised in the past and present. Fast forward to November… I became involved after receiving the notices from Revdex.com (which were again being emailed to the wrong address – as reported to Revdex.com several months prior to correct it). On 11/22/16, I called [redacted] and we discussed the whole situation and what we can do to resolve it… or move on. I even provided information about other local Internet providers (our competitor). She expressed her frustration over the recent events but wanted to stay with VABB since up until now (6 years), all was pretty good. After our phone conversation on 11/22/16, I failed to follow-up with her the next day as promised and failed to follow-up on yet another tech visit to explore more alternatives. On 11/30/16 our billing department – unaware of the service issues, called [redacted] to charge her credit card since it failed the auto-processing. [redacted] understandably was upset. I then called [redacted] immediately and apologized. She again stated her frustration and decided to cancel service. I advised that we have provided 1 full month of credit and 2 weeks of credit back in October (not just 2 weeks as she reported). I then credited back another full payment to her credit card. I also emailed [redacted] on 11/30/16 with an offer to provide free service for the next 2 months while we work on a solution with new technology VABB is deploying in that area soon. As of today 12/1/16, while we regret we are not able to fully satisfy [redacted] and do understand her frustrations, [redacted] has replied to our offer of free service for 2 months and reported that service wasusable at this time – albeit spotty. VABB is closing this Revdex.com case today but will remain engaged with [redacted].For those reading this Revdex.com complaint and VABB’s response, as you can see, we made many efforts to note and address [redacted]’s concerns and have advised her many times on the root cause and also provided counseling on her alternatives. We work with our customers as much as possible but sometimes circumstances within and beyond our control prevail.

Virgina broadband has contacted me directly. They offered a different package because they told me that I could not get their service from lack of signal. But I still had to call back 4 times before someone could give me an answer to what happened when the technician showed up. He left no note for...

me and the company did not reach out to me to notify me of anything. I was trule disappointed with this company. When the supervisor called he offered me satellite Internet which was approximately 3 times higher and they would not comp the price due to all the complications I have been threw again they did reach out to me but I was not pleased with anything about this business.

Review: I have been waiting nearly a month for my Internet to be installed. At first they kept rescheduling due to one of their associates being in a car accident and I completely understood that but now they are just rescheduling because I don't think they want to do the job. I am currently in school and need Internet as soon as possible and where I live there is not a lot of choices. So I have been emailing this company to see when they will come out and complete and they have stop even answering my emails. All I want is for them to come out and install like they promised. This has been a big inconvenience to me.Desired Settlement: All I want them are to come out and install my Internet so I can start my school assignments. I also would like a discount on my installation charge they already said they Can do it for 99 but I believe I deserve a bigger discount because of the wait

Consumer

Response:

Virgina broadband has contacted me directly. They offered a different package because they told me that I could not get their service from lack of signal. But I still had to call back 4 times before someone could give me an answer to what happened when the technician showed up. He left no note for me and the company did not reach out to me to notify me of anything. I was trule disappointed with this company. When the supervisor called he offered me satellite Internet which was approximately 3 times higher and they would not comp the price due to all the complications I have been threw again they did reach out to me but I was not pleased with anything about this business.

Review: Internet High Speed service is unreliable and very slow. I have been told that an upgrade to system was to be done in May 2013, well May has come and almost gone, no upgrade but still paying premium prices. Have been paying the higher prices since Jan. 2013. Have never heard of any business raising prices before an upgrade, usually done because of an upgrade. I have emailed with complaints, called on phone and excuse given, well it's that time of day where a lot of people are on the Internet. I told them it's that time of day 24/7. They do not inform their customers of anything. I should not be paying premium prices for sub par service or no service at all. Down load speeds are extremely slow. Took me 6 hrs to download a 1 1/2 hours movie. Streaming keeps reloading and reloading. I have purchased a [redacted] Mi-Fi in case or when I have no Internet, as a back up service. I'm tired of complaining to them, so this is my next step. I want answers and improvement in Internet service. My gripe is not the price, but the price for terrible service.Desired Settlement: I want my Internet service fixed.

Business

Response:

I will send this request to Support

Business

Response:

We have asked our Support Team to look into and resolve

Business

Response:

We have reviewed this customer’s connection and all equipment is operating normally. Unfortunately, there is nothing we can do to improve the service at their home. If it does not perform at the level that is acceptable to them, we can terminate service and offer a refund for the past 3 months.

We regret that we are unable to satisfy them, but appreciate the opportunity provide them with our best effort.

Thank you for your cooperation.

Virginia Broadband Customer Service

Consumer

Response:

I do not want a refund, never did. I just wanted it to work. I don't know what they have done as no one has contacted me, but everything seems to be working now. Thank them for whatever effort they put in.

You may close this case.