Aria Communications

We take our customer's concerns seriously and rigorously research all reported issues We did have an instance in December where some renovations damaged our network and interrupted service for several hours We dispatched technicians to install a temporary fix and then came back after construction to replace the damaged equipment and wire.In regards to the reported evening service interruptions, we worked with the customer on numerous occasions Our monitoring shows during the reported outages that our network was online with over other devices connected We reached out to several other customers and none experienced a similar interruption in serviceSince this letter was submitted we worked with the customer to get his printer online As recently as 2/the customer reported that "he was not experiencing any other issues.“We have an open ticket for the customer As part of our process we will reach out to the customer two more times to confirm there are no additional issues or concerns before closing the support ticket.If we can answer any questions or provide any additional details please let us know

We take our customer's concerns seriously and rigorously research all reported issues.  We did have an instance in December where some renovations damaged our network and interrupted service for several hours.  We dispatched technicians to install a temporary fix and then came back after...

construction to replace the damaged equipment and wire.In regards to the reported evening service interruptions, we worked with the customer on numerous occasions.  Our monitoring shows during the reported outages that our network was online with over 50 other devices connected.  We reached out to several other customers and none experienced a similar interruption in service. Since this letter was submitted we worked with the customer to get his printer online.  As recently as 2/18 the customer reported that "he was not experiencing any other issues.“We have an open ticket for the customer.  As part of our normal process we will reach out to the customer two more times to confirm there are no additional issues or concerns before closing the support ticket.If we can answer any questions or provide any additional details please let us know.

Review: I was promised & never received service repairs. I've been charged monthly for services, even after complaining about the ongoing charges.

Since the end of December 2012 (about 12/21/12), I have had internet connection problems. After I had reported the Instaconnect access point was down, there were some repairs that were needed after a storm occurred. Since then, I have called the company several times, with weeks in between, about the connection problem. I have spoken to a representative, usually a woman named Crystal, about this on several occasions and in detail. I have referenced "Instaconnect-027-103" as the primary access point that was having issues. They have the history of phone calls on record and knew of this issue each time the account was pulled up.

During the course of these phone calls, I had twice been told it may take about a week to repair, I had been offered temporary solutions, such as loaning a device that would give me temporary access to other access points, but never any follow-through.

I was told, at the first set of communication that I would be credited a month of internet connection. Although I did receive a credit in February for one month of service, I have been charged every month since December, for service that I have never received. On 2 occasions, I stated that I wanted the account closed. I'm not sure what became of that because I am still being charged for the services. On my last call, I requested the account closure, the refund, and I asked for a statement of payment history or charges. I was not happy when they told me I would not be able to get the statement for days, but it now has been weeks, and I have heard nothing. The customer service has always been polite, apologetic, and reassuring. But this means absolutely nothing when there are no resolutions to be seen.

Problem date: For Access Point: Instaconnect-027-103, connection was down briefly, returned for a day, or two, and has been down since 12/21/12. I have spoken once to a male representative, all other communications were with Crystal. I have been charged $20 (via checkcard through deductions from my Bank of America Checking Account) on the following days: 12/27/12, 1/28/13, 2/26/13, 3/27/13. They credited $20 on 2/11/13. As far as I know, I was not charged in the month of April 2013.Desired Settlement: I want a refund for all of the time that I have not received service. I've been charged $20/month since the end of December 2012 and given a $20 credit once, in Feb 2013.

I want a statement itemizing my payment history since I opened the account in August 2011.

I want an apology and an explanation.

Business

Response:

Business' Initial Response

We were in constant contact with Sirithorn in the Fall and Winter of 2012. When we had a wire get damaged by a third party it degrade our service quality and we agreed to refund Sirithorn as of that date. At the time this complaint was filed we had already begun the refund process. We additionally offered and gave the customer several months of free service while we scheduled and completed repairs.

We have tried to contact Sirithorn on four occasions since being notified of this complaint. While it was our understanding that the situation was handled properly, Sirithorn apparently disagreed. We have not received a return call to clarify the discrepancy.

Please let me know if I can provide any additional details to assist in this matter.

Review: The company supplies internet service for my apartment complex and consistently has service go out on a weekly basis with no way to get problems fixed after they close at 6 pm they never answer but eventually call back with no one that can fix the issue I have repeatedly complained to them but the problem never gets resolved I'm working sometimes in the evenings and this really impacts my business and a lot of other people in my complex have the same issues all the timeDesired Settlement: I want the company to be investigated for not providing the services they are responsible for providing and maintaining in a responsible way to the customers

Business

Response:

We take our customer's concerns seriously and rigorously research all reported issues. We did have an instance in December where some renovations damaged our network and interrupted service for several hours. We dispatched technicians to install a temporary fix and then came back after construction to replace the damaged equipment and wire.In regards to the reported evening service interruptions, we worked with the customer on numerous occasions. Our monitoring shows during the reported outages that our network was online with over 50 other devices connected. We reached out to several other customers and none experienced a similar interruption in service. Since this letter was submitted we worked with the customer to get his printer online. As recently as 2/18 the customer reported that "he was not experiencing any other issues.“We have an open ticket for the customer. As part of our normal process we will reach out to the customer two more times to confirm there are no additional issues or concerns before closing the support ticket.If we can answer any questions or provide any additional details please let us know.

Review: Internet service provided by Aria Communications under the name Instaconnect has been included in my apartment rental since September 2012. Since then I have had terrible, unreliable, and poor internet service, as well as poor customer service with the company. Since September 2012 I have been in contact with the only customer service rep, [redacted], who apparently has no supervisor, and she has run around all our problems and issues. This company now ignores my calls and has still not fixed my service. They have supposedly "improved" my service, but have only made it worse. They refuse to acknowledge their service and system of providing service is not able to handle the capacity of this apartment complex. They have been fired from other apartment complexes in the 95616 area due to their inability to solve their issues. All I want from them is to provide me with the internet service that I pay for through my rent. I would like to also be treated by respect by their customer service, and do not wish to be lied to, mocked, or spoken to condescendingly.Desired Settlement: Actually provide internet service to my apartment located in Davis, rather than a mockery of signal that can only be connected to when either a) standing outside my apartment, or b) standing next to the pool in my apartment (which I do not live near), where they decided to install the vast majority of their routers and modems.

Business

Response:

We appreciate customer feedback and make every attempt to resolve issues as they arise. Wireless internet service support is more complicated than DSL or Cable since we do not control other wireless equipment in the same spectrum nor the end user's device. So while we do everything we can to maintain our equipment, we require active and ongoing feedback from customers to confirm if a change we make resolves the issue. While we acknowledge issues come up from time-to-time, there are a few misleading statements in the complaint.