Initial Business Response / [redacted] (1000, 7, 2015/08/10) */ Customer subscribed to Boycom cable service on 7/2/She is subscribed to Boycom's Broadcast Basic cable package and receives channels 2-on this packageOn 7/30/2015, Boycom dispatched a service technician to customer's residence in response to customer reporting channel & had loud buzzing noise in audio and that channel was completely outCustomer reported to customer service representative at the time the service order was taken that she only had one(1) Tv in the houseBoycom's service technician did find that customer's channels & had buzzing on two(2) of customer's TV'sAt that time, service technician hooked up his Test TV to customer's cable outlets and his TV did not have the loud buzzing noise on channels & and channel was working fine on his TV as wellTechnician informed customer the issue she reported was not a Boycom service issue, but a problem with both of her televisionsCustomer has reported similiar audio issues since installation and service orders have been created for these issuesAs a result of each service order created and sent to the field with one of Boycom's techniciansUpon completion of each service order, a Boycom Customer Service Representative did a courtesy callback to the customer with results as follows: On 7/17/14-callback result was No Good Contact Number on customer's accountOn 11/10/14-callback result was No Answer from number called on customer's accountOn 3/23/15-callback result was No Answer from number on customer's accountOn 6/15/15-callback result was No Answer from number on customer's accountOn 6/22/15-callback result was per customer "All Good"On 7/17/15-callback result was No Answer, no voicemail sfrom number on customer's accountThere is no report or service order on customer's account to support customer's claim of "service out completely for two days", and she did not state the dates of this outageBoycom is not prepared to issue credit to this customer's account at this time as a result of our service technician finding of customer's TV's to be in poor working conditionIf customer replaces her TV's and still continues to experience these same issues, Boycom will dispatch a service technician to the residence at the time customer reports the service issues
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ Contact Name and Title: [redacted] , Office Man Contact Phone: XXXXXXXXXX Contact Email: [redacted] @boycomonline.com The download and upload speeds offered by Boycom are not guaranteed The service is sold as "up to" the package speed and the customer may experience varying download or upload speeds during peak usage times Since the date this complaint was filed, Boycom has completed some scheduled technology upgrades to alleviate some customer impacting saturation issues These upgrades would have improved Mr [redacted] service as well We have not had a service request from Mr [redacted] since July and that request was for slow speeds A Boycom service technician went to the customer's residence and as a result of that service call, the customer decided to upgrade his internet package from 6Mbps download to 10Mbps download There are no service call requests or notes in customer's account since that service call in July indicating this customer was experiencing slow internet download speeds This customer's modem was placed on a device watch list for monitoring the modems signal readings and traffic for a week period after receiving this complaint The modem did not report any signal readings out of specification for the week time period The traffic history during that time does show the modem moved up to 9Mbps download at one time Please advise customer to call our office at his convenience and schedule a service call with one of our technicians so his issues can be resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The reason I had filed the complaint is that the service had been poor for a number of monthsBoycom's response to my complaint, as communicated through the Revdex.com, stated: "Since the date this complaint was filed, Boycom has completed some scheduled technology upgrades to alleviate some customer impacting saturation issues." Soon after the filing of my complaint the internet service improved and I no longer have any problems with the quality of the serviceI am able to make use of the internet easily and seamlesslyIt's, pardon the pun, "up to speed." Thank you
Customer's modem was placed on our device watch list on 7/14/to allow us to gather readings and reports about the overall health of customer's cable modem and signal readings Reporting shows the modem has been online days and customer is receiving provisioned package download and upload speeds consistently We will be happy to schedule a service call to customer's residence, please advise customer to call our office during regular business hours Monday, Tuesday, Thursday & Friday 8am-5pm, Wednesday 8am-4:30pm.We will do our very best to provide customer with consistent quality service
Initial Business Response / [redacted] (1000, 7, 2015/08/10) */ Customer subscribed to Boycom cable service on 7/2/She is subscribed to Boycom's Broadcast Basic cable package and receives channels 2-on this packageOn 7/30/2015, Boycom dispatched a service technician to customer's residence in response to customer reporting channel & had loud buzzing noise in audio and that channel was completely outCustomer reported to customer service representative at the time the service order was taken that she only had one(1) Tv in the houseBoycom's service technician did find that customer's channels & had buzzing on two(2) of customer's TV'sAt that time, service technician hooked up his Test TV to customer's cable outlets and his TV did not have the loud buzzing noise on channels & and channel was working fine on his TV as wellTechnician informed customer the issue she reported was not a Boycom service issue, but a problem with both of her televisionsCustomer has reported similiar audio issues since installation and service orders have been created for these issuesAs a result of each service order created and sent to the field with one of Boycom's techniciansUpon completion of each service order, a Boycom Customer Service Representative did a courtesy callback to the customer with results as follows: On 7/17/14-callback result was No Good Contact Number on customer's accountOn 11/10/14-callback result was No Answer from number called on customer's accountOn 3/23/15-callback result was No Answer from number on customer's accountOn 6/15/15-callback result was No Answer from number on customer's accountOn 6/22/15-callback result was per customer "All Good"On 7/17/15-callback result was No Answer, no voicemail sfrom number on customer's accountThere is no report or service order on customer's account to support customer's claim of "service out completely for two days", and she did not state the dates of this outageBoycom is not prepared to issue credit to this customer's account at this time as a result of our service technician finding of customer's TV's to be in poor working conditionIf customer replaces her TV's and still continues to experience these same issues, Boycom will dispatch a service technician to the residence at the time customer reports the service issues
Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ Contact Name and Title: [redacted] , Office Man Contact Phone: XXXXXXXXXX Contact Email: [redacted] @boycomonline.com The download and upload speeds offered by Boycom are not guaranteed The service is sold as "up to" the package speed and the customer may experience varying download or upload speeds during peak usage times Since the date this complaint was filed, Boycom has completed some scheduled technology upgrades to alleviate some customer impacting saturation issues These upgrades would have improved Mr [redacted] service as well We have not had a service request from Mr [redacted] since July and that request was for slow speeds A Boycom service technician went to the customer's residence and as a result of that service call, the customer decided to upgrade his internet package from 6Mbps download to 10Mbps download There are no service call requests or notes in customer's account since that service call in July indicating this customer was experiencing slow internet download speeds This customer's modem was placed on a device watch list for monitoring the modems signal readings and traffic for a week period after receiving this complaint The modem did not report any signal readings out of specification for the week time period The traffic history during that time does show the modem moved up to 9Mbps download at one time Please advise customer to call our office at his convenience and schedule a service call with one of our technicians so his issues can be resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The reason I had filed the complaint is that the service had been poor for a number of monthsBoycom's response to my complaint, as communicated through the Revdex.com, stated: "Since the date this complaint was filed, Boycom has completed some scheduled technology upgrades to alleviate some customer impacting saturation issues." Soon after the filing of my complaint the internet service improved and I no longer have any problems with the quality of the serviceI am able to make use of the internet easily and seamlesslyIt's, pardon the pun, "up to speed." Thank you
Customer's modem was placed on our device watch list on 7/14/to allow us to gather readings and reports about the overall health of customer's cable modem and signal readings Reporting shows the modem has been online days and customer is receiving provisioned package download and upload speeds consistently We will be happy to schedule a service call to customer's residence, please advise customer to call our office during regular business hours Monday, Tuesday, Thursday & Friday 8am-5pm, Wednesday 8am-4:30pm.We will do our very best to provide customer with consistent quality service