Computers Electronics Office Etc.

First notice we received from the customer was on 6/19/at 936am stating that " [redacted] Error 771, Flipping to random channels sometimes they are really wavy and distorted picture We did not call the customer back as we did not have a fix for the issue Customer called in a second time on 6/23/at 920am to check on the status of a fix for the problem, our system ticket was on hold as we were trying to find a resolution for the problem Customer called a third time on 6/23/at 557pm upset that we did not call her back We have finally found a fix for the issue and should have it resolved this week barring any bad weather conditions Customer pays directly to [redacted] and not to [redacted] for her monthly service Considering she still has service and only some channels are acting funny for a period of days 6/19/17-6/27/17, this would not deem a $credit to her account Customers monthly bill from [redacted] should be around $30~, so being without service/poor service for days would deem a $refund I have attached her original order from [redacted] showing the estimated monthly charge.We will cut a check to refund the customer $as the problem may not be fixed today, 6/27/

Complaint: ***
I am rejecting this response because: We have not received the phone calls back that we have neededYall have called us back maybe twice after we had called over times to get a responseCurrently we are awaiting a call back about our serviceThis was over a month ago and this is why no payment has been madeWhen we have a called about our response there has been no notes, twice, and yall make new onesThis is the actual first response that we have received as to a real reason why our internet is badBut we don't appreciate the previous response with the sarcasmIt is not only our psthat we are having issues with, as we have called before and complainedAnd even if it was the only reason we pay for internet that is suppose to deliver, this is why we upgradedIf there is better internet then we would have chosen itWe were told that a tech would come out and check it but that hasn't happened or at least no one stopped by our homeOur internet does not reach our bedroomWhen we do homework on our computer in our bedroom it connects and disconnects based on the distance away from the routerAlso, the internet does not connect to our phones with the same issuesThis is not our fault if yalls system cannot handle the demands of a student complexThis internet should have never been set up if yall couldn't meet demandsWe have lived in many complexs like this one and have had no issuesThis BY FAR has been the worst company & seems that yall don't have it together. Unfortunately, yall are the internet company for our complex and no matter the severity, yall are responsible for delivering the internet we pay for I assume we will have to look into other companies for this complex because we cannot get our homework done nor get online for any psgame
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially satisfactory to me.
I was not expecting [redacted] to reimburse me for the entire month's cable since I was able to view the TV part of the month.  The form on the Revdex.com does not give you options to break things down.  It was simpler for me to put down the monthly payment.  I actually pay $43.03 monthly to [redacted], not the $30 indicated on the response (see attached bank statement) which means $1.43 per day for June.  I would prefer that [redacted]. not pay me anything until they have resolved the issue so they know how many days to pay me for the days I have been without complete service - from June 19th until the actual day the cable is repaired. 
Regards,
[redacted]

Customer is in a pre-planned apartment complex where all units get the same speed internet service, up to 5Mbps speeds, paid for by the apartment complex on the complex’s internal network.  The customer can choose to upgrade their service for $25/month, which will get the customer up to...

100Mbps speeds.  It is not a guaranteed 100Mbps, it is Up To 100Mbps if they choose to pay for the upgrade. This customer has chosen the upgrade, and paid for prorated service starting 2/13/17 of $14.48, has not paid for the month of March, but has paid for the month of April.  Total paid to our company for upgraded service is $41.54. Customer is trying to do online gaming, specific to Call of Duty and PS4, and has been experiencing issues. We have opened some ports, forwarded ports, and adjusted many things on our end to help get this resolved.  We do understand the frustration, but we have worked hard at trying to solve this issue.  It is an un-resolvable issue stemming from the fact they needs their own network, which is not possible due to how the apartment complex’s network is configured.  We cannot open all the ports they need open because it would cause the entire network to become unstable and open to hackers. Customer stated that we have never called them back, which is un-true.  We have notes on the account that we have been in contact with them regarding these issues starting 2/13/17 through 2/28/17.  We have received another call from the customer on 3/21/17 regarding the issue.  We will not be reimbursing any funds to the customer as the upgraded service is running as it should and all the problems they have experienced have been regarding 2 games.

First notice we received from the customer was on 6/19/17 at 936am stating that "[redacted] Error 771, Flipping to random channels sometimes they are really wavy and distorted picture.  We did not call the customer back as we did not have a fix for the issue.  Customer called in a second time...

on 6/23/17 at 920am to check on the status of a fix for the problem, our system ticket was on hold as we were trying to find a resolution for the problem.  Customer called a third time on 6/23/17 at 557pm upset that we did not call her back.  We have finally found a fix for the issue and should have it resolved this week barring any bad weather conditions.  Customer pays directly to [redacted] and not to [redacted] for her monthly service.  Considering she still has service and only some channels are acting funny for a period of 9 days 6/19/17-6/27/17, this would not deem a $43.00 credit to her account.  Customers monthly bill from [redacted] should be around $30~, so being without service/poor service for 9 days would deem a $9 refund.  I have attached her original order from [redacted] showing the estimated monthly charge.We will cut a check to refund the customer $10.00 as the problem may not be fixed today, 6/27/17.