Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
GVTC management has contacted the customer to resolve all issues with serviceA GVTC technician will be at the premise today A supervisor follow up will be done Monday to insure customer is satisfied
GVTC contacted Mr [redacted] on (7/14/5:PM): and provided him the following information.GVTC no longer installs DSL service at the address where Edward is moving to since fiber is availableFiber Internet service has many advantages over DSL therefore GVTC has made the decision to provide fiber to the home in many of our service areasFiber provides more reliability, faster speed and better security over DSL serviceThere is no additional cost to the customer to install fiber to the homeTo install fiber, it does require the home have a outlet outside, If the home does not have a outlet a power stick is installed at no cost to the customerGVTC charges the same price for fiber vs DSL our lowest fiber speed is 20mpbs “SpeedSync” upload and download speeds are the same 20mpbs
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 They are still working on resolving actual service issues and I am awaiting to receive a bill to confirm all of these changes are made appropriately Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory for testing purposes onlyI do not wish to have to pay monthly for a GVTC provided router afterwards to ensure a reliable connection Regards, [redacted]
GVTC regrets that Mr [redacted] has rejected our response We have provided additional details and information.Regarding pricing, The price is the same when the same speeds are compared 20mg DSL is the same price as 20mg fiber broadband We do have a 12mg DSL plan for non-fiber areas only Mr [redacted] address is not in a non-fiber area A fiber installation is no more complex than DSL to GVTCThe fiber equipment may be more complex however the installation of it is notDSL and Fiber both require a network interface device be placed on the customer’s premise and both technologies require a power sourceWe are glad to share the wattage informationThe self-draw of the power supply is roughly 30-40W while charging the battery, and about half of that when idleThe “added electrical”? If this is referring to the power needed for the NID we would use the same power source that would be used for a DSL modem.If Mr [redacted] would like to speak to an I&R Supervisor we would be more than happy to set this up.Even though a 12mg DSL installation is all that is needed unfortunately it is not an available option for this address We hope this answers all questions and provides the information needed for this complaint Tell us why here
Our Sales and Service Department has been in contact with the customer to repair all service issues GVTC will continue to work with the customer until an agreement in satisfaction is met
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 [redacted] ***
Mr***'s was contacted on Monday March 28th by the Supervisor of level support They worked together and Mr***s made changes to his SonicWALL at the business location to allow us to monitor his IP/MAC addressThis will tell us more about what his device is doing and how it is actingI have setup a time for a tech to go out on Wednesday to place an Ethernet switch in front of the SonicWALL, this will allow us to put one of our routers next to Mr***s SonicWALLBy doing this we will be able to monitor our device and his SonicWALL to see how both devices are operating on his connectionWe have logged this complaint on our internal executive complaint log and will continue to work with the customer to resolve
GVTC Sales and Service Department will be in contact with the customer to discuss the disputed amount on the complaint and will take appropriate action for resolution
In reviewing this account on 12/4/the customer was credited the disputed amount on 12/3/at 4:In reviewing the trouble ticket per the onsite technician the customers wifi password needed to be changed. In reading all the comments from technical support the customer should not have
been charged since its likely the password was changed during trouble shooting. Management will get with the departments involved to review internal processes when handling truck roll charge disputes
Complaint: ***
I am rejecting this response because:The price is not same, according to you website, the installation is more complex and, it requires more powerYou couldn't even tell me how much wattage is requiredYou also could not tell me how you intended to install the added electrical, and refused to let me see an installer for those details.DSL is an easy installation, requires no outside electrical, and has plenty of speed for my needs. *** ***
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** They have corrected the issues .I am very pleased , thanks *** ***
The customer has 20mb package on COAXThe customer is slowing down to 8MB during this timeWe have been working with Network Engineering to increase the capacity of the nodeThis is not an overnight fix, but Network Engineering is working on itTroy contacted the customer and worked with him
and offered a one time $credit and a recurring credit for $until the capacity of the node is addressedThe customer accepted this offer and will remain on the 20mb coax packageWe will be in contact with the customer as progress is made on the capacity issue
I have reached out to the customer and discussed in detail the troubles he has been having Mr*** will make sure in the future that when he is having issues he will call in and report it he understands at this time this is the only way we can track and correct his issues .I have issued the
days worth of credit that he requested in the amount of $ 134.00I will follow up with Mr*** in a few days just to make sure all is still good Thank you
After reviewing the account, I was not able to locate a call
requesting to disconnect the services until October 13thShe
requested internet and phone to be canceledShe also said she did not use one
of her boxes and she was instructed to return her router and small box to *** Print Shop in
Gonzales, TxOn October 14th we did receive
the equipment we requestedThe order for disconnect was held in the system
until November 8thSince she did request the disconnect on October
13th and we received the equipment on October 14th I have
added credits to the account to reflect the disconnect date of October 14th
Our policy states we are not to disconnect an account until equipment is
returnedThere are pending credits on her account that will be on her December
billThe request for a Manger call back was escalated but the
Sales & Service Consultant said the issue was already taken care of and no
need for a call backWe feel this complaint is resolved
Complaint: ***
I am rejecting this response because: I have not been able to drop the tv service and keep just phone and internet service sevice Company told me that I had to have complaints to be able to change the service I believe that they had either come out or been contacted more than times about the same issues so I am rejecting this response from the business
Regards,
*** ***
Complaint* ***
I am rejecting this response because:The DSL pac**e that would suit my needs is under $You base fiber is over $I clearly stated I don't need the fiber speedCharging the b***ery is the only w***e that counts, and you neglected to mention thatThe only power DSL needs is for the modem which plugs in right next to my tower, where I already installed four outlets for that purpose.I know y'all aren't going to change your polices for meA monopoly doesn't tend to do that, but I'm working with the *** the ** of Texas and *** to see if that can changeI've talked to many in my area that are not happy doing business with GVTC.*** ***
Regards,
*** ***
Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
GVTC management has contacted the customer to resolve all issues with serviceA GVTC technician will be at the premise today A supervisor follow up will be done Monday to insure customer is satisfied
GVTC contacted Mr [redacted] on (7/14/5:PM): and provided him the following information.GVTC no longer installs DSL service at the address where Edward is moving to since fiber is availableFiber Internet service has many advantages over DSL therefore GVTC has made the decision to provide fiber to the home in many of our service areasFiber provides more reliability, faster speed and better security over DSL serviceThere is no additional cost to the customer to install fiber to the homeTo install fiber, it does require the home have a outlet outside, If the home does not have a outlet a power stick is installed at no cost to the customerGVTC charges the same price for fiber vs DSL our lowest fiber speed is 20mpbs “SpeedSync” upload and download speeds are the same 20mpbs
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 They are still working on resolving actual service issues and I am awaiting to receive a bill to confirm all of these changes are made appropriately Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory for testing purposes onlyI do not wish to have to pay monthly for a GVTC provided router afterwards to ensure a reliable connection Regards, [redacted]
GVTC regrets that Mr [redacted] has rejected our response We have provided additional details and information.Regarding pricing, The price is the same when the same speeds are compared 20mg DSL is the same price as 20mg fiber broadband We do have a 12mg DSL plan for non-fiber areas only Mr [redacted] address is not in a non-fiber area A fiber installation is no more complex than DSL to GVTCThe fiber equipment may be more complex however the installation of it is notDSL and Fiber both require a network interface device be placed on the customer’s premise and both technologies require a power sourceWe are glad to share the wattage informationThe self-draw of the power supply is roughly 30-40W while charging the battery, and about half of that when idleThe “added electrical”? If this is referring to the power needed for the NID we would use the same power source that would be used for a DSL modem.If Mr [redacted] would like to speak to an I&R Supervisor we would be more than happy to set this up.Even though a 12mg DSL installation is all that is needed unfortunately it is not an available option for this address We hope this answers all questions and provides the information needed for this complaint Tell us why here
Our Sales and Service Department has been in contact with the customer to repair all service issues GVTC will continue to work with the customer until an agreement in satisfaction is met
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 [redacted] ***
Mr***'s was contacted on Monday March 28th by the Supervisor of level support They worked together and Mr***s made changes to his SonicWALL at the business location to allow us to monitor his IP/MAC addressThis will tell us more about what his device is doing and how it is actingI have setup a time for a tech to go out on Wednesday to place an Ethernet switch in front of the SonicWALL, this will allow us to put one of our routers next to Mr***s SonicWALLBy doing this we will be able to monitor our device and his SonicWALL to see how both devices are operating on his connectionWe have logged this complaint on our internal executive complaint log and will continue to work with the customer to resolve
GVTC Sales and Service Department will be in contact with the customer to discuss the disputed amount on the complaint and will take appropriate action for resolution
A member of GVTC Management has been in contact with Mr***. He was busy when the call was placed and will contact the supervisor to discuss further
In reviewing this account on 12/4/the customer was credited the disputed amount on 12/3/at 4:In reviewing the trouble ticket per the onsite technician the customers wifi password needed to be changed. In reading all the comments from technical support the customer should not have
been charged since its likely the password was changed during trouble shooting. Management will get with the departments involved to review internal processes when handling truck roll charge disputes
Complaint: ***
I am rejecting this response because:The price is not same, according to you website, the installation is more complex and, it requires more powerYou couldn't even tell me how much wattage is requiredYou also could not tell me how you intended to install the added electrical, and refused to let me see an installer for those details.DSL is an easy installation, requires no outside electrical, and has plenty of speed for my needs. *** ***
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** They have corrected the issues .I am very pleased , thanks *** ***
The customer has 20mb package on COAXThe customer is slowing down to 8MB during this timeWe have been working with Network Engineering to increase the capacity of the nodeThis is not an overnight fix, but Network Engineering is working on itTroy contacted the customer and worked with him
and offered a one time $credit and a recurring credit for $until the capacity of the node is addressedThe customer accepted this offer and will remain on the 20mb coax packageWe will be in contact with the customer as progress is made on the capacity issue
I have reached out to the customer and discussed in detail the troubles he has been having Mr*** will make sure in the future that when he is having issues he will call in and report it he understands at this time this is the only way we can track and correct his issues .I have issued the
days worth of credit that he requested in the amount of $ 134.00I will follow up with Mr*** in a few days just to make sure all is still good Thank you
After reviewing the account, I was not able to locate a call
requesting to disconnect the services until October 13thShe
requested internet and phone to be canceledShe also said she did not use one
of her boxes and she was instructed to return her router and small box to *** Print Shop in
Gonzales, TxOn October 14th we did receive
the equipment we requestedThe order for disconnect was held in the system
until November 8thSince she did request the disconnect on October
13th and we received the equipment on October 14th I have
added credits to the account to reflect the disconnect date of October 14th
Our policy states we are not to disconnect an account until equipment is
returnedThere are pending credits on her account that will be on her December
billThe request for a Manger call back was escalated but the
Sales & Service Consultant said the issue was already taken care of and no
need for a call backWe feel this complaint is resolved
Complaint: ***
I am rejecting this response because: I have not been able to drop the tv service and keep just phone and internet service sevice Company told me that I had to have complaints to be able to change the service I believe that they had either come out or been contacted more than times about the same issues so I am rejecting this response from the business
Regards,
*** ***
Complaint* ***
I am rejecting this response because:The DSL pac**e that would suit my needs is under $You base fiber is over $I clearly stated I don't need the fiber speedCharging the b***ery is the only w***e that counts, and you neglected to mention thatThe only power DSL needs is for the modem which plugs in right next to my tower, where I already installed four outlets for that purpose.I know y'all aren't going to change your polices for meA monopoly doesn't tend to do that, but I'm working with the *** the ** of Texas and *** to see if that can changeI've talked to many in my area that are not happy doing business with GVTC.*** ***
Regards,
*** ***