Complaint: [redacted] I am rejecting this response because: Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]First of all, Mr H [redacted] mentions in his response that I play games while using this service, so do many other people and they do it successfully In my personal circumstances, I play games possibly more than others due to me being disabled Games and the internet in general make up a large part of my social lifeI find it hard to get around in day to day life Secondly, Cyber mesa has at no point ever demonstrated that my speed is anywhere near what it used to be before the service was broken, Kyle, one of their lead techs spent hours on my roof switching out radios and trying various things before admitting there was a problem and that they would fix itI am still waiting for the fix Thirdly, John himself and another person I have spoken with, Jason, have both said they are aware that there is a service outage issue in my area Here they differ in their statementsJohn has said the issue is affecting a handful of people, Jason has said it was just my service that was affected Both individuals have stated the issue is "not a high priority" and no work is being done to correct the problem Going back to the issue of speed, it is easily verifiable by myself, by Cyber mesa and by any other third party wishing to so so that the speed Cyber mesa provides to me is significantly slower than advertised The advertised speed is Mb/s download when in fact the speed rarely gets over Mb/s Kyle, their tech, observed this himself while he was up on my roof using his equipment on his laptop computerThus, it is not my computer that is broken Cyber mesa has indeed admitted to me in person and over the phone that they are aware of the problemTherefore, John's statement indicating their willingness to improve service for me and the handful of people in my area affected by this issue is invalid.In closing I just want to say that Cyber mesa provided excellent service for a number of months prior to this service outage Speed was steady and consistent as advertised and latency was barely measurable In short, service was excellent up to months ago when suddenly it wasn't Cyber mesa has refused to bring their service at my location back up to the previously high standard for over months now despite them being aware of the problemAgain I state, Mr H*** himself has told me in a phone conversation that the service outage issue was "not of high priority" to repair I suspect this is so due to the small number of people affected A "handful" as he described it How many handfuls does it take before the service outage becomes a higher priority?
Dear [redacted],I am sympathetic with your plight. For the past two weeks, Cyber Mesa has been diligently trying to upgrade the firmware on all of our radios. As such, we are finding that certain users are adversely affected, while others benefit from a faster and more stable wireless connection almost immediately. That is to say, we are working as fervently and efficiently as possible to upgrade and hopefully improve our wireless network in its entirety. That being said, once we have completed updates on our access points across our network, we hope to be delivering a wireless connectivity that is both fast and stable to our entire customer base, yourself included. Please allow us this time to implement all these upgrades and changes to our network. I expect this to be completed by the 1st of January. If at that point, you haven't seen a considerable improvement with your own connection, we w[redacted] then have a tech troubleshoot your specific connection again and find a resolution.As I mentioned before, there are several customers experiencing less than satisfactory connections, and so this is the reason for the network wide upgrade and maintenance we are undergoing. My hope is that, once the entire network has been addressed, you will realize a wireless connection that is more akin to what you experienced initially, and you w[redacted] be able to utilize the connection in a way that meets your needs and expectations.I do apologize for the difficulties you've had of late, but I assure you, we are doing everything we can at this point to resolve your issue as well as others.Regards,John
November 12, 2015[redacted]Dear [redacted]:This letter is in response to your most recent complaint with regard to your wireless Internet service.Please accept my most sincere apology with regard to your dissatisfaction with your service. While we know it must be...
frustrating for you to have latency issues and while playing your video games and such, we feel it necessary to remind you that we do not make any guarantees, either written or implied, where latency is concerned. The reason for this is simply that there are too many variables involved including nearby interference, number of hops to destination, server load, etc. On the other hand, we have demonstrated to you on more than one occasion that you are receiving the speed you are paying for at the point of connection. With that in mind, we are in fact delivering the service to you as we have stated we would, and for which you are paying for. We will continue to try and improve our services for you as well as all of our customers. It is vitally important to us to ensure the highest level of service for all of our customers. If there is anything else we can do you for you, please don't hesitate to contact our office and one of our friendly and knowledgeable tech support staff would be happy to assist you. Sincerely,John H[redacted]Network Operations
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]First of all, Mr H[redacted] mentions in his response that I play games while using this service, so do many other people and they do it successfully. In my personal circumstances, I play games possibly more than others due to me being disabled. Games and the internet in general make up a large part of my social life. I find it hard to get around in day to day life. Secondly, Cyber mesa has at no point ever demonstrated that my speed is anywhere near what it used to be before the service was broken, Kyle, one of their lead techs spent 4 hours on my roof switching out radios and trying various things before admitting there was a problem and that they would fix it. I am still waiting for the fix. Thirdly, John himself and another person I have spoken with, Jason, have both said they are aware that there is a service outage issue in my area. Here they differ in their statements. John has said the issue is affecting a handful of people, Jason has said it was just my service that was affected. Both individuals have stated the issue is "not a high priority" and no work is being done to correct the problem. Going back to the issue of speed, it is easily verifiable by myself, by Cyber mesa and by any other third party wishing to so so that the speed Cyber mesa provides to me is significantly slower than advertised. The advertised speed is 3 Mb/s download when in fact the speed rarely gets over 1 Mb/s. Kyle, their tech, observed this himself while he was up on my roof using his equipment on his laptop computer. Thus, it is not my computer that is broken. Cyber mesa has indeed admitted to me in person and over the phone that they are aware of the problem. Therefore, John's statement indicating their willingness to improve service for me and the handful of people in my area affected by this issue is invalid.In closing I just want to say that Cyber mesa provided excellent service for a number of months prior to this service outage. Speed was steady and consistent as advertised and latency was barely measurable. In short, service was excellent up to 2 months ago when suddenly it wasn't. Cyber mesa has refused to bring their service at my location back up to the previously high standard for over 2 months now despite them being aware of the problem. Again I state, Mr H[redacted] himself has told me in a phone conversation that the service outage issue was "not of high priority" to repair. I suspect this is so due to the small number of people affected. A "handful" as he described it. How many handfuls does it take before the service outage becomes a higher priority?
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]First of all, Mr H [redacted] mentions in his response that I play games while using this service, so do many other people and they do it successfully In my personal circumstances, I play games possibly more than others due to me being disabled Games and the internet in general make up a large part of my social lifeI find it hard to get around in day to day life Secondly, Cyber mesa has at no point ever demonstrated that my speed is anywhere near what it used to be before the service was broken, Kyle, one of their lead techs spent hours on my roof switching out radios and trying various things before admitting there was a problem and that they would fix itI am still waiting for the fix Thirdly, John himself and another person I have spoken with, Jason, have both said they are aware that there is a service outage issue in my area Here they differ in their statementsJohn has said the issue is affecting a handful of people, Jason has said it was just my service that was affected Both individuals have stated the issue is "not a high priority" and no work is being done to correct the problem Going back to the issue of speed, it is easily verifiable by myself, by Cyber mesa and by any other third party wishing to so so that the speed Cyber mesa provides to me is significantly slower than advertised The advertised speed is Mb/s download when in fact the speed rarely gets over Mb/s Kyle, their tech, observed this himself while he was up on my roof using his equipment on his laptop computerThus, it is not my computer that is broken Cyber mesa has indeed admitted to me in person and over the phone that they are aware of the problemTherefore, John's statement indicating their willingness to improve service for me and the handful of people in my area affected by this issue is invalid.In closing I just want to say that Cyber mesa provided excellent service for a number of months prior to this service outage Speed was steady and consistent as advertised and latency was barely measurable In short, service was excellent up to months ago when suddenly it wasn't Cyber mesa has refused to bring their service at my location back up to the previously high standard for over months now despite them being aware of the problemAgain I state, Mr H*** himself has told me in a phone conversation that the service outage issue was "not of high priority" to repair I suspect this is so due to the small number of people affected A "handful" as he described it How many handfuls does it take before the service outage becomes a higher priority?
Dear [redacted],I am sympathetic with your plight. For the past two weeks, Cyber Mesa has been diligently trying to upgrade the firmware on all of our radios. As such, we are finding that certain users are adversely affected, while others benefit from a faster and more stable wireless connection almost immediately. That is to say, we are working as fervently and efficiently as possible to upgrade and hopefully improve our wireless network in its entirety. That being said, once we have completed updates on our access points across our network, we hope to be delivering a wireless connectivity that is both fast and stable to our entire customer base, yourself included. Please allow us this time to implement all these upgrades and changes to our network. I expect this to be completed by the 1st of January. If at that point, you haven't seen a considerable improvement with your own connection, we w[redacted] then have a tech troubleshoot your specific connection again and find a resolution.As I mentioned before, there are several customers experiencing less than satisfactory connections, and so this is the reason for the network wide upgrade and maintenance we are undergoing. My hope is that, once the entire network has been addressed, you will realize a wireless connection that is more akin to what you experienced initially, and you w[redacted] be able to utilize the connection in a way that meets your needs and expectations.I do apologize for the difficulties you've had of late, but I assure you, we are doing everything we can at this point to resolve your issue as well as others.Regards,John
November 12, 2015[redacted]Dear [redacted]:This letter is in response to your most recent complaint with regard to your wireless Internet service.Please accept my most sincere apology with regard to your dissatisfaction with your service. While we know it must be...
frustrating for you to have latency issues and while playing your video games and such, we feel it necessary to remind you that we do not make any guarantees, either written or implied, where latency is concerned. The reason for this is simply that there are too many variables involved including nearby interference, number of hops to destination, server load, etc. On the other hand, we have demonstrated to you on more than one occasion that you are receiving the speed you are paying for at the point of connection. With that in mind, we are in fact delivering the service to you as we have stated we would, and for which you are paying for. We will continue to try and improve our services for you as well as all of our customers. It is vitally important to us to ensure the highest level of service for all of our customers. If there is anything else we can do you for you, please don't hesitate to contact our office and one of our friendly and knowledgeable tech support staff would be happy to assist you. Sincerely,John H[redacted]Network Operations
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]First of all, Mr H[redacted] mentions in his response that I play games while using this service, so do many other people and they do it successfully. In my personal circumstances, I play games possibly more than others due to me being disabled. Games and the internet in general make up a large part of my social life. I find it hard to get around in day to day life. Secondly, Cyber mesa has at no point ever demonstrated that my speed is anywhere near what it used to be before the service was broken, Kyle, one of their lead techs spent 4 hours on my roof switching out radios and trying various things before admitting there was a problem and that they would fix it. I am still waiting for the fix. Thirdly, John himself and another person I have spoken with, Jason, have both said they are aware that there is a service outage issue in my area. Here they differ in their statements. John has said the issue is affecting a handful of people, Jason has said it was just my service that was affected. Both individuals have stated the issue is "not a high priority" and no work is being done to correct the problem. Going back to the issue of speed, it is easily verifiable by myself, by Cyber mesa and by any other third party wishing to so so that the speed Cyber mesa provides to me is significantly slower than advertised. The advertised speed is 3 Mb/s download when in fact the speed rarely gets over 1 Mb/s. Kyle, their tech, observed this himself while he was up on my roof using his equipment on his laptop computer. Thus, it is not my computer that is broken. Cyber mesa has indeed admitted to me in person and over the phone that they are aware of the problem. Therefore, John's statement indicating their willingness to improve service for me and the handful of people in my area affected by this issue is invalid.In closing I just want to say that Cyber mesa provided excellent service for a number of months prior to this service outage. Speed was steady and consistent as advertised and latency was barely measurable. In short, service was excellent up to 2 months ago when suddenly it wasn't. Cyber mesa has refused to bring their service at my location back up to the previously high standard for over 2 months now despite them being aware of the problem. Again I state, Mr H[redacted] himself has told me in a phone conversation that the service outage issue was "not of high priority" to repair. I suspect this is so due to the small number of people affected. A "handful" as he described it. How many handfuls does it take before the service outage becomes a higher priority?