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Wisconsin Internet Reviews (4)

We have had ongoing issues with a unique installation for this customer. Admittedly there have been service issues with this customer's service atypical of our Internet service in general. We have been working with the customer to resolve the issue. We had attempted multiple fixes
and unfortunately it was not a one and done resolution. The issue was frustrating to everyone involved and husband and wife communication with our staff was difficult at times. Ultimately they just wanted their service fixed which is understandable. Unfortunately this was a unique issue who's resolution was not immediately clear. We attempted multiple things on multiple site visits to resolve the issue but only time would tell if the fix was the long term resolution. Tensions ran high on both the customer side as well as our staff's side during this process. Rest assured that management was aware of the customer's ongoing issue through the entire process and a resolution was never in question. I think the largest portion of the complaint was due to lack of communication with our night time support staff which better documentation of the issue by our day time staff would have helped with. We have issued the customer a full month credit, not just the days they had impaired service on 12/20/2014. We are still in active communication with the customer

We believe the customer has had trouble using the Internet service.  The question in our minds is where the root of the issue is.  We believe our service and the connection to the home is fine.  We also believe there is an internal network issue, most likely due to the previous...

service and our service both being active on the network at the same time and there is a fight between the devices.  Our technician was unable to fully address all concerns on the internal network but he did observe this fight happening on different devices himself.  If there are two services active, that will be a problem.  We are an ISP not a IT consulting company that does work on internal networks and devices.  In any case, to put this to bed, we will refund the customer all payments they made to our company and not enforce the early termination clause, and schedule an equipment removal of the rooftop equipment.  Someone from our office will reach out to the customer to schedule that equipment removal.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
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[redacted]

Review: We have been without Internet service for at least 10 days. We were promised 24/7 support. Despite repeated calls and visits by field techs, we still do not have Internet. We have to keep calling to get any action. When you call after hours, they are not able to fix anything and must refer it. The tech support supervisor, [redacted], hung up on me when I tried to get better resolution of the issue and find out why I was told different information by the day time tech support. 10 days with Internet service is not reasonable and I was just told I would have to wait two more day before anyone would even look at it. This is after the day time tech support told me I could call back after hours and they would be able to work on and that all the notes from the previous calls would be available. [redacted] could only see notes for two days. We have been given a lot of misinformation.Desired Settlement: Resolution should be credit for the days without service and providing service Monday morning.

Business

Response:

We have had ongoing issues with a unique installation for this customer. Admittedly there have been service issues with this customer's service atypical of our Internet service in general. We have been working with the customer to resolve the issue. We had attempted multiple fixes and unfortunately it was not a one and done resolution. The issue was frustrating to everyone involved and husband and wife communication with our staff was difficult at times. Ultimately they just wanted their service fixed which is understandable. Unfortunately this was a unique issue who's resolution was not immediately clear. We attempted multiple things on multiple site visits to resolve the issue but only time would tell if the fix was the long term resolution. Tensions ran high on both the customer side as well as our staff's side during this process. Rest assured that management was aware of the customer's ongoing issue through the entire process and a resolution was never in question. I think the largest portion of the complaint was due to lack of communication with our night time support staff which better documentation of the issue by our day time staff would have helped with. We have issued the customer a full month credit, not just the 10 days they had impaired service on 12/20/2014. We are still in active communication with the customer.

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Description: Internet Services

Address: 8332 Corporate Dr., Racine, Wisconsin, United States, 53402

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