Baldwin Telecom

August12, 2015 [redacted]BetterBusiness Bureau [redacted] RE:     Complaint [redacted]            [redacted]            [redacted]...

[redacted] Complaintstates that customer is not getting the Internet speed that they are payingfor.  Customer further states that theyhave spent hours trying to troubleshoot problem.   Accordingto our records, customer connected Plus Internet service on July 31, 2014. Thisoffering has a 3Mbps download connection. Customer changed services a few times and most recently connected the 20Mbps service on July 15, 2015.   Wehave received three trouble reports from this customer.  All three reported slow Internet.  BTI technicians went to the customerresidence on July 14, 2015 but customer was not home.  The technician tested the service and did notfind a problem.  Another trouble wasreported on August 4, 2015.  This timethe technician replaced electronics even though the equipment was functioningproperly.  BTI even replaced the WiFirouter at no charge to the customer.  Again,the technician on site was not able to replicate the problem.  Ms. Anderson was instructed to call if shecontinued to experience problems.  BTIdid not hear back from the customer. Thislocation is fiber to the premise so customer is not sharing bandwidth.  The customer may be experiencing a slowconnection due to one or more of the following: spyware, viruses, add-onprograms, the amount of memory the computer has, hard disk space, wifiinterference and/or programs that they are running.

Review: Horrible internet service. The speeds we get are not what we're paying for. Spent hours trying to troubleshoot and nothing gets solved. They say it's the router. Have had MANY and still have problems. Emailed the general manager with no response.Desired Settlement: Want to receive the internet speed we are paying for.

Business

Response:

August12, 2015 [redacted]BetterBusiness Bureau [redacted] RE: Complaint [redacted] Complaintstates that customer is not getting the Internet speed that they are payingfor. Customer further states that theyhave spent hours trying to troubleshoot problem. Accordingto our records, customer connected Plus Internet service on July 31, 2014. Thisoffering has a 3Mbps download connection. Customer changed services a few times and most recently connected the 20Mbps service on July 15, 2015. Wehave received three trouble reports from this customer. All three reported slow Internet. BTI technicians went to the customerresidence on July 14, 2015 but customer was not home. The technician tested the service and did notfind a problem. Another trouble wasreported on August 4, 2015. This timethe technician replaced electronics even though the equipment was functioningproperly. BTI even replaced the WiFirouter at no charge to the customer. Again,the technician on site was not able to replicate the problem. Ms. Anderson was instructed to call if shecontinued to experience problems. BTIdid not hear back from the customer. Thislocation is fiber to the premise so customer is not sharing bandwidth. The customer may be experiencing a slowconnection due to one or more of the following: spyware, viruses, add-onprograms, the amount of memory the computer has, hard disk space, wifiinterference and/or programs that they are running.

Horrible and expensive company. Customer service is not good. Products are old and have many problems. Internet problems all of the time. Cable TV looks bad and problems all of the time with absolutely no resolution to many problems. Nothing good about this company. Homepage says calls are handled by local people, this is a lie. They have a hired company out of Iowa that keeps telling you to reset your box.

Overall I have not had a good experience with anything other than the fiber optic internet services. I have had internet in and out daily for the course of three weeks. I have called customer service several times asking for service and feedback, but have received no such feedback about my communication problems and to call back at regular business hours. If I could bring my money elsewhere I would, but it is the only service in the area.
For today's computing I don't think 3mbps is considered the high speed internet package. Prices are absurd.