AerioConnect

Latest Update: (Customer satisfied)
1. We offered to return and
troubleshoot his Internet issues beyond the wall jack which is the point at
which we can guarantee...

speeds.
He emailed back with this
response: “From: Damian [redacted] [mailto:[redacted]@gmail.com] Sent: Monday, January 19, 2015 10:25 PMTo: [redacted]Subject: Re: Internet issues
The wifi speed is now registering around 15 Mbps. I won't need a
second tech visit right now
2. He  had requested a
copy of his original order, this was emailed to him and pasted here and
includes the wording that we guarantee internet speeds to his wall jack within
his unit in bold and underlined:
Sent: Tuesday, April 08, 2014 10:06 AM
To: '[redacted]@gmail.com'
Subject: FW: Internet/DIRECTV-[redacted]
Subject: Internet/DIRECTV-[redacted]
Hello,
Thank you for choosing AerioConnect as your broadband provider. Please review
and respond back to this email within 24 hours to confirm the order detail and
installation time.
INTERNET:
Username; [redacted]@gloa
Password: 1[redacted]m
Service Address: [redacted] Blvd#206
Broadband Internet
15Mpbs/ 2 Mbp - $34.95 + Tax per month
Unlimited Phone: Not Ordered
Wireless Router: WILL USE OWN
Billing
Monthly charges are automatically billed to your card ending in #0894 every 1st
of the month. Your activation month will be pro-rated and charged on the day of
installation completion. All invoices and receipts will be email to d[redacted][email protected] , as part AerioConnect's
dedication to GoGreen Initiative. No paper documents will be mailed out.
About Installation: APPOINTMENT IS NOT REQUIRED
Your unit is remote activated and will be ready to use on 4/30/14 as requested.
You will need an Ethernet cable to plug into the Ethernet port on the wall and
then plug directly to your laptop or router if setting up wireless. If
connecting directly, meaning no router, follow the attached instructions to set
up the connection settings properly. You will be prompted for your log-in which
is noted above. According to our records the active jack should be located in
the living room area. If there are multiple jacks please test each one to find
the active connection.
1.Our technicians only install/configure routers and other equipment provided
by AerioConnect. If you would like our installation staff to help you setup
your equipment, please give us a call 1 day prior to the installation so we can
provide you with more information2.Due to the interference/performance issues of wireless routers or other
devices you may have, our speeds are guaranteed to the wall jack or ADSL modem
in your unit. Our installation staff will do a speed test during the time of
install to document the actual speed.3.If you would like to configure your own router and need help, you may
contact our support department at ###-###-#### option 2 to have our support
staff walk you through the setup process.
All equipment must be in place at time of install. Please reply to this email
to authorize charges and appointment time/date listed below.
Service address: [redacted] BLVD#206
Appointment: 4/30/14, 9-2pm arrival
Billing: Service charge of $75.00 will be automatically billed to your Visa
ending in # .
Please give us a call if you have any questions.
Thank you,
[redacted] Department
###-###-####, Option 1mailto:[redacted]@aerioconnect.com
###-###-#### Los Angeles Office
###-###-#### Thousand Oaks Office
###-###-#### Fax
 
3. We upgraded his speeds at
no additional monthly cost  to him
4. Requested that customer
speak with our residential manger if he has any further issues (he was provided
direct contact information)
Original Plan:
1. We will scheduling an additional onsite visit to the customer’s
unit , we have called the customer and left him a message, additionally we have
emailed the customer to call us and schedule a return troubleshoot visit.
 
2. Upon our recent troubleshoot visit onsite the technician
noticed a new device (cell phone micro cell) not mentioned as being used by the
resident previously when they called in for support. We will test onsite with
the customer one device at a time to determine if any connected devices may be
causing issues with their internet service.
 
3. Regarding internet service and wireless usage: AerioConnect
cannot  guarantee wireless speeds or performance, no provider can
guarantee wireless speeds or performance as they are by nature subject to a
variety of factors such as potential interference of other Wi-Fi networks or
devices in the vicinity (especially true in a multi-dwelling environment),
frequency of the devices being utilized, environment (distance between
connection and source, walls between device and source, source itself).
 
4. We initially provided the customer with an email confirming
their internet service order (see in red below and  the bold/underlined
regarding wireless/speeds):
 
From: Ester Wall [mailto:[redacted]@aerioconnect.com]
Sent: Tuesday, April 08, 2014 10:06 AM
To: 'd[redacted][email protected]'
Subject: FW: Internet/DIRECTV-[redacted]
Subject: Internet/DIRECTV-[redacted]
Hello,
Thank you for choosing AerioConnect as your broadband provider. Please review
and respond back to this email within 24 hours to confirm the order detail and
installation time.
INTERNET:
Username; [redacted]@gloa
Password: 116pm
Service Address: [redacted] Blvd#206
Broadband Internet
15Mpbs/ 2 Mbp - $34.95 + Tax per month
Unlimited Phone: Not Ordered
Wireless Router: WIL USE OWN
Billing
Monthly charges are automatically billed to your card ending in #0894 every 1st
of the month. Your activation month will be pro-rated and charged on the day of
installation completion. All invoices and receipts will be email to d[redacted][email protected]
, as part AerioConnect's dedication to GoGreen Initiative. No paper documents
will be mailed out.
About Installation: APPOINTMENT IS NOT REQUIRED
Your unit is remote activated and will be ready to use on 4/30/14 as requested.
You will need an Ethernet cable to plug into the Ethernet port on the wall and
then plug directly to your laptop or router if setting up wireless. If
connecting directly, meaning no router, follow the attached instructions to set
up the connection settings properly. You will be prompted for your log-in which
is noted above. According to our records the active jack should be located in
the living room area. If there are multiple jacks please test each one to find
the active connection.
1.Our technicians only install/configure routers and other equipment provided
by AerioConnect. If you would like our installation staff to help you setup
your equipment, please give us a call 1 day prior to the installation so we can
provide you with more information2.Due to the interference/performance issues of wireless routers or other
devices you may have, our speeds are guaranteed to the wall jack or ADSL modem
in your unit. Our installation staff will do a speed test during the time of
install to document the actual speed.3.If you would like to configure your own router and need help, you may
contact our support department at ###-###-#### option 2 to have our support
staff walk you through the setup process.
DIRECTV:
You have requested that your DIRECTV be transferred. If you have not changed
both your billing and service address with DIRECTV please do so as soon as
possible or your transfer may be delayed.
All equipment must be in place at time of install. Please reply to this email
to authorize charges and appointment time/date listed below.
Service address: [redacted] BLVD#206
Appointment: 4/30/14, 9-2pm arrival
Billing: Service charge of $75.00 will be automatically billed to your Visa
ending in # .
DIRECTV ORDER: ALL TVS MUST BE IN PLACE AT TIME OF INSTALL OR YOUR APPOINTMENT
WILL BE RESCHEDULED.
Please give us a call if you have any questions.
Thank you,
[redacted] Department
###-###-####, Option 1mailto:[redacted]@aerioconnect.com
###-###-#### Los Angeles Office
###-###-#### Thousand Oaks Office
###-###-#### Fax
 
5.  We also sent the
customer a follow up email, after leaving the customer a message/follow up
phone call. (see below email in red):
 
FOLLOW UP EMAIL ALSO SENT BEACAUSE CLIENT DID NOT ANSWER FOLLOW UP
CALL:
From: Ester Wall [mailto:[redacted]@aerioconnect.com]
Sent: Wednesday, May 14, 2014 11:54 AM
To: 'd[redacted][email protected]'
Cc: [redacted]@aerioconnect.com
Subject: Internet- [redacted]
Hi ,
We are following up on your recent Internet installation. Please let us know if
you are satisfied with your Internet service and if it is working properly.
If you have any questions please feel free to give us a call at ###-###-####,
Option #1.
Thank you for your time,
[redacted] Department
Support Department: ###-###-#### option 2 - Hours: Monday thru Friday 7AM-10PM,
Saturday 9AM-4PM, and Sunday 9PM-6PM
Aerioconnect
###-###-####, Option 1

Review: For the first several months that I worked with [redacted], I had few issues. While there were certainly temporary issues with service and times when service was down or slow, service was typically satisfactory. A few weeks ago, internet service slowed significantly and was often down completely. I called customer service several times regarding the issue. They told me I had to call while service was malfunctioning so they could determine the problem. I did, and they sent out a technician. When the technician came, he attributed the poor service to several reasons: (1) our router; (2) to two people using a few devices simultaneously; and (3) to using wireless versus hardwired internet. He stated that we should buy a different router, and/ or hardwire internet sources we wanted to run at appropriate speeds (e.g., apple TV). Herein lie the issues with my recent experiences with [redacted] and with their proposed solutions: (1) There have never been any major issues with the internet until recently. We have not changed the usage, number of household members, or router since we began coverage with [redacted]. Yet, internet functionality has decreased perciptiously in the past few weeks. [redacted] attributes this to our router, which was purchased when we began our contract with [redacted] and has posed no problem until this point. Nevertheless, [redacted]'s reps have suggested that our usage and router are responsible for the poor internet service, and fail to take any personal responsibility for service issues.(2) [redacted]'s rep suggested that our problems lie with the fact that we use wireless internet, and that all problems would be resolved if we used wired internet. In our initial communications with [redacted], I was told that internet speeds communicated were for wireless usage. It is unfathomable that the average family would hardwire into one plug to get reasonably fast internet. (3) When I requested a copy of my contract, they informed me that they were not required to provide it to me. I find this hard to believe.Desired Settlement: I would like the wireless internet speeds to be those advertised and communicated when I signed the contract, and I would like a refund for the past month when service has been unreasonably slow and/ or nonexistent. Additionally, I can provide evidence that service is unreasonably slow when even only one person in the household is using only one device, as one member of this two member household travels approximately 50% of the month and that does not positively affect internet speeds.

Business

Response:

Latest Update: (Customer satisfied)1. We offered to return and

troubleshoot his Internet issues beyond the wall jack which is the point at

which we can guarantee speeds.He emailed back with this

response: “From: Damian [redacted] [mailto:[redacted]@gmail.com]

Sent: Monday, January 19, 2015 10:25 PM

To: [redacted]

Subject: Re: Internet issuesThe wifi speed is now registering around 15 Mbps. I won't need a

second tech visit right now2. He had requested a

copy of his original order, this was emailed to him and pasted here and

includes the wording that we guarantee internet speeds to his wall jack within

his unit in bold and underlined:Sent: Tuesday, April 08, 2014 10:06 AM

To: '[redacted]@gmail.com'

Subject: FW: Internet/DIRECTV-[redacted]

Subject: Internet/DIRECTV-[redacted]

Hello,

Thank you for choosing AerioConnect as your broadband provider. Please review

and respond back to this email within 24 hours to confirm the order detail and

installation time.

INTERNET:

Username; [redacted]@gloa

Password: 1[redacted]m

Service Address: [redacted] Blvd#206

Broadband Internet

15Mpbs/ 2 Mbp - $34.95 + Tax per month

Unlimited Phone: Not Ordered

Wireless Router: WILL USE OWN

Billing

Monthly charges are automatically billed to your card ending in #0894 every 1st

of the month. Your activation month will be pro-rated and charged on the day of

installation completion. All invoices and receipts will be email to d[redacted][email protected] , as part AerioConnect's

dedication to GoGreen Initiative. No paper documents will be mailed out.

About Installation: APPOINTMENT IS NOT REQUIRED

Your unit is remote activated and will be ready to use on 4/30/14 as requested.

You will need an Ethernet cable to plug into the Ethernet port on the wall and

then plug directly to your laptop or router if setting up wireless. If

connecting directly, meaning no router, follow the attached instructions to set

up the connection settings properly. You will be prompted for your log-in which

is noted above. According to our records the active jack should be located in

the living room area. If there are multiple jacks please test each one to find

the active connection.

1.Our technicians only install/configure routers and other equipment provided

by AerioConnect. If you would like our installation staff to help you setup

your equipment, please give us a call 1 day prior to the installation so we can

provide you with more information

2.Due to the interference/performance issues of wireless routers or other

devices you may have, our speeds are guaranteed to the wall jack or ADSL modem

in your unit. Our installation staff will do a speed test during the time of

install to document the actual speed.

3.If you would like to configure your own router and need help, you may

contact our support department at ###-###-#### option 2 to have our support

staff walk you through the setup process.

All equipment must be in place at time of install. Please reply to this email

to authorize charges and appointment time/date listed below.

Service address: [redacted] BLVD#206

Appointment: 4/30/14, 9-2pm arrival

Billing: Service charge of $75.00 will be automatically billed to your Visa

ending in # .

Please give us a call if you have any questions.

Thank you,

[redacted] Department

###-###-####, Option 1

mailto:[redacted]@aerioconnect.com

###-###-#### Los Angeles Office

###-###-#### Thousand Oaks Office

###-###-#### Fax 3. We upgraded his speeds at

no additional monthly cost to him

4. Requested that customer

speak with our residential manger if he has any further issues (he was provided

direct contact information)Original Plan:1. We will scheduling an additional onsite visit to the customer’s

unit , we have called the customer and left him a message, additionally we have

emailed the customer to call us and schedule a return troubleshoot visit.

2. Upon our recent troubleshoot visit onsite the technician

noticed a new device (cell phone micro cell) not mentioned as being used by the

resident previously when they called in for support. We will test onsite with

the customer one device at a time to determine if any connected devices may be

causing issues with their internet service.

3. Regarding internet service and wireless usage: AerioConnect

cannot guarantee wireless speeds or performance, no provider can

guarantee wireless speeds or performance as they are by nature subject to a

variety of factors such as potential interference of other Wi-Fi networks or

devices in the vicinity (especially true in a multi-dwelling environment),

frequency of the devices being utilized, environment (distance between

connection and source, walls between device and source, source itself).

4. We initially provided the customer with an email confirming

their internet service order (see in red below and the bold/underlined

regarding wireless/speeds):

From: Ester Wall [mailto:[redacted]@aerioconnect.com]

Sent: Tuesday, April 08, 2014 10:06 AM

To: 'd[redacted][email protected]'

Subject: FW: Internet/DIRECTV-[redacted]

Subject: Internet/DIRECTV-[redacted]

Hello,

Thank you for choosing AerioConnect as your broadband provider. Please review

and respond back to this email within 24 hours to confirm the order detail and

installation time.

INTERNET:

Username; [redacted]@gloa

Password: 116pm

Service Address: [redacted] Blvd#206

Broadband Internet

15Mpbs/ 2 Mbp - $34.95 + Tax per month

Unlimited Phone: Not Ordered

Wireless Router: WIL USE OWN

Billing

Monthly charges are automatically billed to your card ending in #0894 every 1st

of the month. Your activation month will be pro-rated and charged on the day of

installation completion. All invoices and receipts will be email to d[redacted][email protected]

, as part AerioConnect's dedication to GoGreen Initiative. No paper documents

will be mailed out.

About Installation: APPOINTMENT IS NOT REQUIRED

Your unit is remote activated and will be ready to use on 4/30/14 as requested.

You will need an Ethernet cable to plug into the Ethernet port on the wall and

then plug directly to your laptop or router if setting up wireless. If

connecting directly, meaning no router, follow the attached instructions to set

up the connection settings properly. You will be prompted for your log-in which

is noted above. According to our records the active jack should be located in

the living room area. If there are multiple jacks please test each one to find

the active connection.

1.Our technicians only install/configure routers and other equipment provided

by AerioConnect. If you would like our installation staff to help you setup

your equipment, please give us a call 1 day prior to the installation so we can

provide you with more information

2.Due to the interference/performance issues of wireless routers or other

devices you may have, our speeds are guaranteed to the wall jack or ADSL modem

in your unit. Our installation staff will do a speed test during the time of

install to document the actual speed.

3.If you would like to configure your own router and need help, you may

contact our support department at ###-###-#### option 2 to have our support

staff walk you through the setup process.

DIRECTV:

You have requested that your DIRECTV be transferred. If you have not changed

both your billing and service address with DIRECTV please do so as soon as

possible or your transfer may be delayed.

All equipment must be in place at time of install. Please reply to this email

to authorize charges and appointment time/date listed below.

Service address: [redacted] BLVD#206

Appointment: 4/30/14, 9-2pm arrival

Billing: Service charge of $75.00 will be automatically billed to your Visa

ending in # .

DIRECTV ORDER: ALL TVS MUST BE IN PLACE AT TIME OF INSTALL OR YOUR APPOINTMENT

WILL BE RESCHEDULED.

Please give us a call if you have any questions.

Thank you,

[redacted] Department

###-###-####, Option 1

mailto:[redacted]@aerioconnect.com

###-###-#### Los Angeles Office

###-###-#### Thousand Oaks Office

###-###-#### Fax

5. We also sent the

customer a follow up email, after leaving the customer a message/follow up

phone call. (see below email in red):

FOLLOW UP EMAIL ALSO SENT BEACAUSE CLIENT DID NOT ANSWER FOLLOW UP

CALL:

From: Ester Wall [mailto:[redacted]@aerioconnect.com]

Sent: Wednesday, May 14, 2014 11:54 AM

To: 'd[redacted][email protected]'

Cc: [redacted]@aerioconnect.com

Subject: Internet- [redacted]

Hi ,

We are following up on your recent Internet installation. Please let us know if

you are satisfied with your Internet service and if it is working properly.

If you have any questions please feel free to give us a call at ###-###-####,

Option #1.

Thank you for your time,

[redacted] Department

Support Department: ###-###-#### option 2 - Hours: Monday thru Friday 7AM-10PM,

Saturday 9AM-4PM, and Sunday 9PM-6PM

Aerioconnect

###-###-####, Option 1