Initial Business Response /* (1000, 5, 2014/11/20) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX ext
Contact Email: ***@***
*** Manager has called Mr*** twice since receiving Revdex.com case file, however his mailbox is full and customer is
unreachableMr*** upgraded his subscription via a 3-month promotional offer of $per month to receive the *** PackageThe 3-month promotion was transparent in making it clear that services after 3-months would be billed at $plus any additional offerings or equipment lease fees the customer requestedAs a concession *** has adjusted the November invoice to reflect the difference between the ultimate package and previously received plus service packageThere have been no charges by *** to the customer for an insufficient funds occurrenceProof of any such charges identified on his bank account will be need to be provided to *** for any adjustment to be made by us
This is the third Revdex.com complaint by this customer, please reference previous Case numbers:
XXXXX: June 10,
XXXXX: October 2,
During each case, customer was contacted by a Manager, and the Manager's direct phone extension was provided for any further concerns with his serviceThere were no calls made to the Managers by the customer prior to his escalation to the Revdex.com
We ask the customer to contact *** with any further concerns to review his concerns for resolutions
Initial Business Response /* (1000, 5, 2015/04/15) */
Contact Name and Title: *** ***
Contact Phone: *** ext ***
Contact Email: ***
Dear Mr ***,
We acknowledge and note your concerns, but wish to point out that Seaside provides you with the
internet speeds advertised, in fulfilment of our commitments under the provincial Broadband for Rural *** *** (***) initiative to provide rural residents and businesses with base internet speeds up to 1.5Mbps
As you are probably aware, fixed wireless service can be affected by factors such as weather and power outages that are beyond our controlWe do everything we can to limit the impact of such eventsFor example, where appropriate in terms of location and terrain, we have made significant investments in equipment that limits snow and ice buion customer antennas and tower radio equipmentWe are continuously researching and working with manufacturers to further enhance service levels and reliability
We concede that for many customers our current technology does not consistently provide increased speeds above 1.5mbps downloadAccordingly, we are planning continued major improvements to our network infrastructure and technology over the next three to four years to offer faster speeds to the vast majority of our customers
We trust you will understand the limits we face in terms of the technology available to us, but we assure you we are focused on continual improvements to speeds and other service levels
Please don't hesitate to contact me if you have further questions
Initial Consumer Rebuttal /* (3000, 7, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seaside has claimed it is providing high speed broadband service, based on guidelines for download speeds of "up to" Mbps and uploads at half that rateThis may have been acceptable years ago but it is no longer an acceptable definition of high speed internetMoreover, I have never seen speeds anywhere close to Mbps but have seen Mbps occasionallyMore often, I get ~Mbps when testing using ***Using "up to" as a measure of transmission speeds is misleading as it really is no guarantee of speed, as even kbps ( the old dispeed) would fall in the rangeA minimum guaranteed speed would be a better indication of quality of service providedIt is unfortunate that the *** *** government did not mandate those guidelines, but Seaside could really improve customer satisfaction if it stepped up to the plate and provided a guaranteed minimum speed that meets current high speed standards, for example, speeds that allow basic video streaming, at least 2Mbs for standard definition and to Mbs for high definition***There has been no compensation offered when service was extremely slow or not availableOutages of greater than hours for weather related events should be compensated as Seaside knew the environment in which they were deploying the Canopy technology so they are responsible for these outages*** What about backup power for key communication hubs? I see no evidence of any investment, let alone significant investment to improve reliability of service or better speedsI would like to see rebates or refunds when service is unavailable as mentioned to ensure Seaside takes every opportunity to improve service to avoid these costs as there is no incentive to do so when customers have no other viable choiceI hope that the Seaside representative is right that they are planning to improve the service in the next three to four years, but feel compensation should be offered,and/or monthly bills reduced in the meantime
Initial Business Response /* (1000, 5, 2015/02/04) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX ext ***
Contact Email: ***@***
Seaside has reviewed the service history for Mr ***, and a service call has been scheduled for Friday February 6,
The purpose of the service call is to extend the height of the antenna to improve signal stability and internet speedsIt is not clear at this time whether Mr *** can be placed back on the original tower as a service call in early January required us to move the antenna to another tower as the signal was no longer functional for a connection to occur
Two credits were placed on the account for a total of days on Jan 30, and Feb Additional credits will be evaluated once the service call is completed and the technicians report their findings
Initial Consumer Rebuttal /* (3000, 8, 2015/02/04) */
Feb
Received an email on my phone ,as I still have no internet to respond from my home computer , from *** *** customer care supervisor yesterday to set up a service call for this FridayI called her today and set up appointment for Friday and asked if I would get a credit for the month of January as I have had no internet for that month and previously was offers a day credit Her response was that I should not have called the Revdex.com but I should have called their management and I would not be getting a credit for January .I feel this response is a punishment for contacting your service! She now is going to review my file again after the service call!
Final Business Response /* (4000, 10, 2015/02/06) */
XXXX-
Service call was completed at Mr ***'s resulting in the internet antenna being raised in height, and cable connectors were replacedSubscription charges for the month of January were written off and the customer's account balance at January 31, was adjusted to zero
Mr *** was contacted by phone, message was left with his wife that we were trying to contact ***, and that a follemail will be sent explaining technician work completed, and additional credit was placed on his account
Mr *** is requested to contact Seaside technical support and complete necessary troubleshooting to further provide our engineering department with data on the internet connectionAs well, if connection still does not meet customer's satisfaction after speaking with technical support, to please contact *** for further review with the engineering department
Initial Business Response /* (1000, 8, 2017/02/03) */
A detailed review of the customer's connection has been completed, and at this time the customer is receiving speeds he is currently eligible to receive. Service upgrades are planned for his area in July of this year. All eligible customers...
will be contacted.
If you continue to experience problems, please contact our technical support department. We understand that at times it may be difficult to get through due to call volume, but please wait on hold so we can review your connection as you experience the service concern.
As a courtesy, a 2 week credit has been applied to your account.
Initial Consumer Rebuttal /* (3000, 10, 2017/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sir:
It is good to know you are able to provide a " detailed review of the customer's connection" without the bother of actually coming to my home.
I must say I take exception to this gobbly-gook phrase, "the customer is receiving speeds he is currently eligible to receive" Let me say I am curious where your definition(download speeds of 1.0 Mbps) of Hi Speed internet came from. When I signed up I was told your network, "is designed to offer download speeds of up to 1.5 Mbps" You have come nowhere close to what you promised. In an attempt to be fair, the same day as I got notice of your response to my complaint, I decide to check speeds. ([redacted])The fastest was at 12:52 down .72 up .50)..the slowest 10:31 the same night (.18up wouldn't register). Four minutes later (.60 down and .42up)
You are taking advantage of me because there is no other ISP available.
You offer only good Dial up and charge for High speed.
I'm not interested in what 'might' happen, I've been fed 'alternative facts' for a long time. And you are going to have better(according to you)service in July?? I do believe it will be at increased price!!!
I am NOT interested in your insulting 2 weeks free offer.
My monthly fee has to be reduced to the level of the service I am getting...good Dial Up... at about $[redacted] a month with a 3 month free trial when the "new and improved" service becomes available !
You should [redacted] 'Hi Speed internet'. You will find download speeds are in Kbps not your pathetic Mbps.
You are fleecing customers because there is no other realistic option !!
Final Consumer Response /* (4200, 14, 2017/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My response
Sir:
It is good to know you are able to provide a " detailed review of the customer's connection" without the bother of actually coming to my home.
I must say I take exception to this gobbly-gook phrase, "the customer is receiving speeds he is currently eligible to receive" Let me say I am curious where your definition(download speeds of 1.0 Mbps) of Hi Speed internet came from. When I signed up I was told your network, "is designed to offer download speeds of up to 1.5 Mbps" You have come nowhere close to what you promised. In an attempt to be fair, the same day as I got notice of your response to my complaint, I decide to check speeds (Ookla). The fastest was at 12:52 down .72 ; up .50)..the slowest 10:31 the same night (.18up wouldn't register). Four minutes later (.60 down and .42up)
You are taking advantage of me because there is no other ISP available.
You offer only good Dial up and charge for High speed.
I'm not interested in what 'might' happen, I've been fed 'alternative facts' for a long time. And you are going to have better(according to you)service in July?? I do believe it will be at increased price!!!
I am NOT interested in you insulting 2 weeks free offer.
My monthly fee has to be reduced to the level of the service I am getting...good Dial Up... at about $[redacted] a month with a 3 month free trial when the "new and improved" service becomes available !
You should [redacted] 'Hi Speed internet'. You will find download speeds are in Kbps not your pathetic Mbps.
You are fleecing customers because there is no other realistic option !!
Final Business Response /* (4000, 12, 2017/02/06) */
For further assistance, please contact our technical support team to complete troubleshooting when slow speeds are being experienced. This will provide us with further information in regards to your connection for service resolution.
Initial Business Response /* (1000, 5, 2017/06/15) */
A credit of one week has been applied to the customer's account in relation to the service concerns in May. A service call is being completed on June 19th to further address the connection concerns of the customer. Once the service call is...
completed, a credit review will occur, and the customer will be contacted.
A billing review request for a credit can be sent to our customer service department at [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2017/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/22) */
Seaside has actively been working with our customer to bring forward a resolution. A service call was completed in early January, and service remained unsatisfactory for customer resulting in follow-up calls. A second service call was...
scheduled, which was cancelled by the customer on January 22 as service is now acceptable. Manager's name and extensions were provided and to contact us if service service levels are of concern again.
A one week credit has been applied to the customer account for service interruptions.
Initial Business Response /* (1000, 6, 2017/07/21) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
A service resolution was identified for customer, and a service call was scheduled for an immediate resolution. ...
Technicians completed the service call on July 21, 2017. The customer has provided feedback that the service has been restored, and is working now to his satisfaction.
An credit has been applied in response to the service levels he has experienced, and if he has any further concerns to contact our customer care team.
Initial Consumer Rebuttal /* (2000, 8, 2017/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you.
Initial Business Response /* (1000, 5, 2015/08/26) */
[redacted]
The complaint received is not from the customer account holder. Past and current reviews of the connection requires...
detailed troubleshooting with the customer. This has been communicated to the account holder with a request for them to contact our technical support department.
If the account holder could please contact us at [redacted] to complete the troubleshooting, we will be of assistance in bringing forward a resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they have been extremely rude to me and of course to you guys they just go stonewall and say that im not the account holder so its not something I can do.[redacted]. my internet is still horrible and they never ever listen and whn I call them they say nothing wrong and are very rude to me
Initial Business Response /* (1000, 5, 2016/08/03) */
Seaside's network does not currently serve this specific location. Our engineers have completed testing at this address in the past, and unfortunately we have exhausted all means to service this potential customer. In the event we have future...
plans to expand our network in that area we will be in immediate contact with the complainant.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can't understand how the company cannot provide service in their area, [redacted] . Therefore we cannot obtain high speed internet service. I understand companies can lease hard wire from other providers to provide internet service . [redacted]
Initial Business Response /* (1000, 5, 2014/11/20) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX ext
Contact Email: ***@***
*** Manager has called Mr*** twice since receiving Revdex.com case file, however his mailbox is full and customer is
unreachableMr*** upgraded his subscription via a 3-month promotional offer of $per month to receive the *** PackageThe 3-month promotion was transparent in making it clear that services after 3-months would be billed at $plus any additional offerings or equipment lease fees the customer requestedAs a concession *** has adjusted the November invoice to reflect the difference between the ultimate package and previously received plus service packageThere have been no charges by *** to the customer for an insufficient funds occurrenceProof of any such charges identified on his bank account will be need to be provided to *** for any adjustment to be made by us
This is the third Revdex.com complaint by this customer, please reference previous Case numbers:
XXXXX: June 10,
XXXXX: October 2,
During each case, customer was contacted by a Manager, and the Manager's direct phone extension was provided for any further concerns with his serviceThere were no calls made to the Managers by the customer prior to his escalation to the Revdex.com
We ask the customer to contact *** with any further concerns to review his concerns for resolutions
Initial Business Response /* (1000, 5, 2015/04/15) */
Contact Name and Title: *** ***
Contact Phone: *** ext ***
Contact Email: ***
Dear Mr ***,
We acknowledge and note your concerns, but wish to point out that Seaside provides you with the
internet speeds advertised, in fulfilment of our commitments under the provincial Broadband for Rural *** *** (***) initiative to provide rural residents and businesses with base internet speeds up to 1.5Mbps
As you are probably aware, fixed wireless service can be affected by factors such as weather and power outages that are beyond our controlWe do everything we can to limit the impact of such eventsFor example, where appropriate in terms of location and terrain, we have made significant investments in equipment that limits snow and ice buion customer antennas and tower radio equipmentWe are continuously researching and working with manufacturers to further enhance service levels and reliability
We concede that for many customers our current technology does not consistently provide increased speeds above 1.5mbps downloadAccordingly, we are planning continued major improvements to our network infrastructure and technology over the next three to four years to offer faster speeds to the vast majority of our customers
We trust you will understand the limits we face in terms of the technology available to us, but we assure you we are focused on continual improvements to speeds and other service levels
Please don't hesitate to contact me if you have further questions
Initial Consumer Rebuttal /* (3000, 7, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Seaside has claimed it is providing high speed broadband service, based on guidelines for download speeds of "up to" Mbps and uploads at half that rateThis may have been acceptable years ago but it is no longer an acceptable definition of high speed internetMoreover, I have never seen speeds anywhere close to Mbps but have seen Mbps occasionallyMore often, I get ~Mbps when testing using ***Using "up to" as a measure of transmission speeds is misleading as it really is no guarantee of speed, as even kbps ( the old dispeed) would fall in the rangeA minimum guaranteed speed would be a better indication of quality of service providedIt is unfortunate that the *** *** government did not mandate those guidelines, but Seaside could really improve customer satisfaction if it stepped up to the plate and provided a guaranteed minimum speed that meets current high speed standards, for example, speeds that allow basic video streaming, at least 2Mbs for standard definition and to Mbs for high definition***There has been no compensation offered when service was extremely slow or not availableOutages of greater than hours for weather related events should be compensated as Seaside knew the environment in which they were deploying the Canopy technology so they are responsible for these outages*** What about backup power for key communication hubs? I see no evidence of any investment, let alone significant investment to improve reliability of service or better speedsI would like to see rebates or refunds when service is unavailable as mentioned to ensure Seaside takes every opportunity to improve service to avoid these costs as there is no incentive to do so when customers have no other viable choiceI hope that the Seaside representative is right that they are planning to improve the service in the next three to four years, but feel compensation should be offered,and/or monthly bills reduced in the meantime
Initial Business Response /* (1000, 5, 2015/02/04) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX ext ***
Contact Email: ***@***
Seaside has reviewed the service history for Mr ***, and a service call has been scheduled for Friday February 6,
The purpose of the service call is to extend the height of the antenna to improve signal stability and internet speedsIt is not clear at this time whether Mr *** can be placed back on the original tower as a service call in early January required us to move the antenna to another tower as the signal was no longer functional for a connection to occur
Two credits were placed on the account for a total of days on Jan 30, and Feb Additional credits will be evaluated once the service call is completed and the technicians report their findings
Initial Consumer Rebuttal /* (3000, 8, 2015/02/04) */
Feb
Received an email on my phone ,as I still have no internet to respond from my home computer , from *** *** customer care supervisor yesterday to set up a service call for this FridayI called her today and set up appointment for Friday and asked if I would get a credit for the month of January as I have had no internet for that month and previously was offers a day credit Her response was that I should not have called the Revdex.com but I should have called their management and I would not be getting a credit for January .I feel this response is a punishment for contacting your service! She now is going to review my file again after the service call!
Final Business Response /* (4000, 10, 2015/02/06) */
XXXX-
Service call was completed at Mr ***'s resulting in the internet antenna being raised in height, and cable connectors were replacedSubscription charges for the month of January were written off and the customer's account balance at January 31, was adjusted to zero
Mr *** was contacted by phone, message was left with his wife that we were trying to contact ***, and that a follemail will be sent explaining technician work completed, and additional credit was placed on his account
Mr *** is requested to contact Seaside technical support and complete necessary troubleshooting to further provide our engineering department with data on the internet connectionAs well, if connection still does not meet customer's satisfaction after speaking with technical support, to please contact *** for further review with the engineering department
Initial Business Response /* (1000, 8, 2017/02/03) */
A detailed review of the customer's connection has been completed, and at this time the customer is receiving speeds he is currently eligible to receive. Service upgrades are planned for his area in July of this year. All eligible customers...
will be contacted.
If you continue to experience problems, please contact our technical support department. We understand that at times it may be difficult to get through due to call volume, but please wait on hold so we can review your connection as you experience the service concern.
As a courtesy, a 2 week credit has been applied to your account.
Initial Consumer Rebuttal /* (3000, 10, 2017/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sir:
It is good to know you are able to provide a " detailed review of the customer's connection" without the bother of actually coming to my home.
I must say I take exception to this gobbly-gook phrase, "the customer is receiving speeds he is currently eligible to receive" Let me say I am curious where your definition(download speeds of 1.0 Mbps) of Hi Speed internet came from. When I signed up I was told your network, "is designed to offer download speeds of up to 1.5 Mbps" You have come nowhere close to what you promised. In an attempt to be fair, the same day as I got notice of your response to my complaint, I decide to check speeds. ([redacted])The fastest was at 12:52 down .72 up .50)..the slowest 10:31 the same night (.18up wouldn't register). Four minutes later (.60 down and .42up)
You are taking advantage of me because there is no other ISP available.
You offer only good Dial up and charge for High speed.
I'm not interested in what 'might' happen, I've been fed 'alternative facts' for a long time. And you are going to have better(according to you)service in July?? I do believe it will be at increased price!!!
I am NOT interested in your insulting 2 weeks free offer.
My monthly fee has to be reduced to the level of the service I am getting...good Dial Up... at about $[redacted] a month with a 3 month free trial when the "new and improved" service becomes available !
You should [redacted] 'Hi Speed internet'. You will find download speeds are in Kbps not your pathetic Mbps.
You are fleecing customers because there is no other realistic option !!
Final Consumer Response /* (4200, 14, 2017/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My response
Sir:
It is good to know you are able to provide a " detailed review of the customer's connection" without the bother of actually coming to my home.
I must say I take exception to this gobbly-gook phrase, "the customer is receiving speeds he is currently eligible to receive" Let me say I am curious where your definition(download speeds of 1.0 Mbps) of Hi Speed internet came from. When I signed up I was told your network, "is designed to offer download speeds of up to 1.5 Mbps" You have come nowhere close to what you promised. In an attempt to be fair, the same day as I got notice of your response to my complaint, I decide to check speeds (Ookla). The fastest was at 12:52 down .72 ; up .50)..the slowest 10:31 the same night (.18up wouldn't register). Four minutes later (.60 down and .42up)
You are taking advantage of me because there is no other ISP available.
You offer only good Dial up and charge for High speed.
I'm not interested in what 'might' happen, I've been fed 'alternative facts' for a long time. And you are going to have better(according to you)service in July?? I do believe it will be at increased price!!!
I am NOT interested in you insulting 2 weeks free offer.
My monthly fee has to be reduced to the level of the service I am getting...good Dial Up... at about $[redacted] a month with a 3 month free trial when the "new and improved" service becomes available !
You should [redacted] 'Hi Speed internet'. You will find download speeds are in Kbps not your pathetic Mbps.
You are fleecing customers because there is no other realistic option !!
Final Business Response /* (4000, 12, 2017/02/06) */
For further assistance, please contact our technical support team to complete troubleshooting when slow speeds are being experienced. This will provide us with further information in regards to your connection for service resolution.
Initial Business Response /* (1000, 5, 2017/06/15) */
A credit of one week has been applied to the customer's account in relation to the service concerns in May. A service call is being completed on June 19th to further address the connection concerns of the customer. Once the service call is...
completed, a credit review will occur, and the customer will be contacted.
A billing review request for a credit can be sent to our customer service department at [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2017/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/22) */
Seaside has actively been working with our customer to bring forward a resolution. A service call was completed in early January, and service remained unsatisfactory for customer resulting in follow-up calls. A second service call was...
scheduled, which was cancelled by the customer on January 22 as service is now acceptable. Manager's name and extensions were provided and to contact us if service service levels are of concern again.
A one week credit has been applied to the customer account for service interruptions.
Initial Business Response /* (1000, 6, 2017/07/21) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
A service resolution was identified for customer, and a service call was scheduled for an immediate resolution. ...
Technicians completed the service call on July 21, 2017. The customer has provided feedback that the service has been restored, and is working now to his satisfaction.
An credit has been applied in response to the service levels he has experienced, and if he has any further concerns to contact our customer care team.
Initial Consumer Rebuttal /* (2000, 8, 2017/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you.
Initial Business Response /* (1000, 5, 2015/08/26) */
[redacted]
The complaint received is not from the customer account holder. Past and current reviews of the connection requires...
detailed troubleshooting with the customer. This has been communicated to the account holder with a request for them to contact our technical support department.
If the account holder could please contact us at [redacted] to complete the troubleshooting, we will be of assistance in bringing forward a resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they have been extremely rude to me and of course to you guys they just go stonewall and say that im not the account holder so its not something I can do.[redacted]. my internet is still horrible and they never ever listen and whn I call them they say nothing wrong and are very rude to me
Initial Business Response /* (1000, 5, 2016/08/03) */
Seaside's network does not currently serve this specific location. Our engineers have completed testing at this address in the past, and unfortunately we have exhausted all means to service this potential customer. In the event we have future...
plans to expand our network in that area we will be in immediate contact with the complainant.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can't understand how the company cannot provide service in their area, [redacted] . Therefore we cannot obtain high speed internet service. I understand companies can lease hard wire from other providers to provide internet service . [redacted]