Cal.net, Inc.

Consumer states that the business seems to have provided the necessary information to proceed in the transferring of the numberAs of today an "unable to get the status of your case" message still appears on ***'s website which usually means that there is an errorConsumer would like business to follow through with necessary assistance until transfer process successful

I am rejecting this response because:The phone does appear to be working with my old phone number, as Cal.net has ported the number from their subcontractor and now controls the number. It has forwarded as they specify in their last response. However, *** does not have Cal.net in their system. I emailed Wayne three days ago immediately after receiving his message asking for the specifics needed for *** to initiate a port to their system, however I have not heard back. It is pointless to try to start a port with *** if I don't have the contact details from Cal.netI will continue to reject Revdex.com responses until the process of porting the number to *** is complete. Cal.net continues to hinder the process by being unresponsive. I will email again

[redacted],       Cal.net is very sorry to hear that our service has not been up to your standards. Here at Cal.net we strive to put our customers first, and focus on customer satisfaction. Unfortunately it does look like your service was recently...

interrupted due to a storm. Cal.net will do everything we can to get out to our customers in a timely manner and restore service as quickly as possible. Cal.net does not always have a static appointment the next day, but we do have a stand bye queue that holds a very high priority! I do see a Cal.net field tech was able to take your appointment on a stand bye basis on 02/19/16, and he was able to restore your internet service. We do hope that you found this restoration of service acceptable, and please let us know if you have any other concerns or questions.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  Cal.net called me yesterday afternoon and they will be applying a $95 credit to my account.  Thank you very much! Kathy Cain

In this complaint by [redacted] she states that Cal.net "carries her land line". Cal.net does not own or carry the land line telephone number, but actually another DSL company Sonic has control of the number. [redacted] is trying to have the number ported to a company called TracFone and the port keeps...

failing. Since Cal.net is a reseller of Sonics service [redacted] is under the assumption Cal.net owns the number, but Cal.net in fact has no control over this number. With that said Cal.net is still working closely with [redacted] to try and figure out why the number cannot be Ported by TracFone. The number is not locked and marked as waiting for port by Sonic so it seems to be something to do with Tracfones porting process that keeps failing. Cal.net will continue to help [redacted] as long as it takes to complete this port.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
 Revdex.com,Regarding Complaint# 11954716:   I need to cancel the message I sent rejecting the vendor’s Revdex.com response.  They contacted me and will be applying the out of service adjustment. Thank you![redacted]

[redacted],            Cal.net has implemented a solutin to this problem. As of today 02/10/15 Cal.net has finishedporting the number ###-###-#### to our phone systems, and has forwarded allincoming calls to the number ###-###-####. I have tested the forwarding and itis working perfectly! The number will now stay operational throughout theporting process. You can now have [redacted] try to port the number from us andsee if they have more success than when trying to port the number from Sonic.If you or [redacted] need any additional information, or have any questions please donot hesitate to call our support staff. Thank you, and have a wonderful day.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Hello there,          After reviewing your case with the filed technician that was last at your house, we have decided to refund your service charge. Since the antenna was installed by us and then had to be moved due to being in a poor location. Our billing...

department has credited the 95.00 dollar charge back to your Cal.net account. If you have any questions feel free to call our support staff at [redacted] option 2. Thank you for being a valued Cal.net customer.

I am rejecting this response because:1.  I don't care who Cal.net subcontracts to, ultimately it is Cal.net's responsibility for porting my number, because I had a contract with Cal.net.  Cal.net provided my service, and it is inconsequential to me who they do business with.  They chose [redacted]; I did not and had no say in who they use to port their customer's phone numbers.2.  Cal.net is quick to place blame elsewhere, but they are ultimately responsible since the phone number has yet to transferred from their chosen subcontractor.  They have not acknowledged any of the mistakes/intention misleading and runaround on their part:a.  Gave me misinformation on four occasions when I verified my account number (twice with [redacted], once with [redacted] and [redacted] each).b.  Runaround.  At one point several weeks after the first port attempt, [redacted] from Cal.net emphatically denied that their subcontractor still had my number in their system, resulting in weeks of attempted ports and failures with [redacted], with no movement forward or investigation by Cal.net.  When they did finally admit they still had the number, [redacted] lied about having a three-way conversation with [redacted] and [redacted] to resolve the issue, resulting in another two-week delay as I waited for resolution.  [redacted] later admitted he had only talked to [redacted] and had never contacted [redacted].c.  [redacted] cannot verify the data that [redacted] has with my phone number.  On my last four-way conversation with [redacted], Cal.net, [redacted] and myself on Wednesday, January 24th, [redacted] had no idea why the latest port had failed and casually suggested trying my name with their address.  How is it possible Cal.net's subcontract cannot verify the information?d.  Customer service.  [redacted] especially and Cal.net in general, has been poor with follow-up and requires constant reminders to address the issue.  [redacted] has been better, but still had to be contacted to respond today (Monday), even though he had promised to call with an update last Thursday.  When I try to let them handle it and don't contact them for days, no investigation is done.  They require constant prodding.

[redacted],   We are sorry to hear that your internet service has not been working up to your expectations. Our support staff was able to identify a problem in your area caused by wireless interference. We were able to correct this issues by changing our wireless channels that Cal.net uses...

to deliver your internet connection. At this time you service looks to be running much better, and has sped up considerably. As always you can reach our support staff at the office [redacted] Option 2, and we will not hesitate to look into any problems you are having. Thank you for being a valued Cal.net customer.                                         ...⇄ Cal.net Support

Review: I have been a customer for years and have paid for substandard service, regular outages, rate increases and they have never delivered on their promises. My internet has been out for a month I called them before Christmas 2015 and they promised a fix by the beginning of January it is now 3/4 of the way through January and the service is worse...meaning non-existent...yet I still get charged for service that I do not receive and when I speak to customer service I get the same lame excuses that I get every time....that they are "trying to fix it" and "hopefully" it will be on in a few more days. This is unacceptable and has gone on for far too long.Desired Settlement: I would like not to be charged for the last month and a half that my service has been disrupted and do not feel that I should billed at all until cal.net can deliver the service that they promise. And finally I would like to be supplied with a reasonable service on a consistent basis.

Business

Response:

[redacted] Cal.net is very sorry to hear that you are not happy with the quality of service that you have been receiving. We are aware of some inconsistencies with your service, and are on the last stage of some network infrastructure upgrades that will stabilize your connection. I see that you called in on the 19th of January in regards to the issues referenced in this complaint, and we reached a mutual resolution to these problems. Cal.net also gave your account financial compensation for the inconsistent service that you have had. At the end of our phone conversation on the 19th our support staff had felt that we had resolved all outstanding issues and gave you a reasonable time table for resolution. At the time of the call [redacted] agreed with our proposed solutions saying that he would hang in there and wait for the service to be fixed. We are still following the time table proposed to you, and again expect the service to improve within the next few days. Let our support staff know if you need anything else, and we look forward to providing you a great internet experience moving forward!!

Review: our internet service is constantly not working. Whenever we call they say they have no idea what the problem is and that it will be a week or so before they can come out to fix it. That means we are without internet service and we are charged for that unless we complain. They say they are a small company and that is the response we get. However, they keep bringing in more customers and less help and that is why we suffer. They are only one of the few that we can get internet service to our location. If they cannot provide service in a accurate amount of time then customers should be reimbursed and they need to hire more help to accommodate their customers. I do know they have maybe 2 support people we talk to and the same in billing. They also have a manager Wayne but he is not always in either. I pay on time and have been a loyal customer and would love to have my internet work and if it doesn't not wait a week or be on standby because they refuse to hire more help. Please help me with this matter.Desired Settlement: Horrible customer service and delay in service is a huge problem. My husband works from home on the computer and my daughter needs to do her homework. If they want to be a business act like a business. Customers deserve that.

Business

Response:

[redacted], Cal.net is very sorry to hear that our service has not been up to your standards. Here at Cal.net we strive to put our customers first, and focus on customer satisfaction. Unfortunately it does look like your service was recently interrupted due to a storm. Cal.net will do everything we can to get out to our customers in a timely manner and restore service as quickly as possible. Cal.net does not always have a static appointment the next day, but we do have a stand bye queue that holds a very high priority! I do see a Cal.net field tech was able to take your appointment on a stand bye basis on 02/19/16, and he was able to restore your internet service. We do hope that you found this restoration of service acceptable, and please let us know if you have any other concerns or questions.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Cal.net is an internet company that also bundles phone services, and carried my phone number as a LAN line. I had my internet and phone services with them for over a year. I decided to disconnect my service with them after they were slow to address internet service issues and unable to come out during days I was available (Tues-Thur). I was told I could easily port my existing phone number to a new service. I verified the data I would need to supply to my new provider including my account number, name, address, phone number to port, etc. On 11/1/2014, I scheduled my phone/internet service to be disconnected with Cal.net on 11/15/2014. I contacted my new service ([redacted]) about porting the number on 11/12 and they began the process prior to my phone being disconnected on 11/15. Their first attempt was denied saying that my record information was inconsistent. I verified the data again with Cal.net. [redacted] tried again on 11/21 and was told that the request was denied, because my account did not exist in their system. I contacted Cal.net, talked to [redacted], the only Cal.net technician, and was given a number to the subcontractor they use to port phone numbers. The number provided was not in service. I called Cal.net again, spoke again to [redacted], and he claimed my phone number had been released, ported to [redacted] and the issue was with [redacted]. [redacted] continued to try to port the number unsuccessfully. At [redacted] request, I provided Cal.net with the universal PON (port order number) that [redacted] last used to attempt to secure the number on 12/19. On 12/22, [redacted] informed me that through an extraordinary set of sequences the likes of which he hadnt seen in 14 years as a technician, their subcontractor who ports the phone numbers has not released the number, he didnt know why and my phone number was in limbo. There has been no further progress on porting my number despite additional phone calls from me to Cal.net.Desired Settlement: Allow [redacted] to port my old number to my new phone immediately or reinstate phone service at my home address at Cal.net's cost until they can resolve the issue.

Business

Response:

In this complaint by [redacted] she states that Cal.net "carries her land line". Cal.net does not own or carry the land line telephone number, but actually another DSL company Sonic has control of the number. [redacted] is trying to have the number ported to a company called TracFone and the port keeps failing. Since Cal.net is a reseller of Sonics service [redacted] is under the assumption Cal.net owns the number, but Cal.net in fact has no control over this number. With that said Cal.net is still working closely with [redacted] to try and figure out why the number cannot be Ported by TracFone. The number is not locked and marked as waiting for port by Sonic so it seems to be something to do with Tracfones porting process that keeps failing. Cal.net will continue to help [redacted] as long as it takes to complete this port.

Consumer

Response:

I am rejecting this response because:1. I don't care who Cal.net subcontracts to, ultimately it is Cal.net's responsibility for porting my number, because I had a contract with Cal.net. Cal.net provided my service, and it is inconsequential to me who they do business with. They chose [redacted]; I did not and had no say in who they use to port their customer's phone numbers.2. Cal.net is quick to place blame elsewhere, but they are ultimately responsible since the phone number has yet to transferred from their chosen subcontractor. They have not acknowledged any of the mistakes/intention misleading and runaround on their part:a. Gave me misinformation on four occasions when I verified my account number (twice with [redacted], once with [redacted] and [redacted] each).b. Runaround. At one point several weeks after the first port attempt, [redacted] from Cal.net emphatically denied that their subcontractor still had my number in their system, resulting in weeks of attempted ports and failures with [redacted], with no movement forward or investigation by Cal.net. When they did finally admit they still had the number, [redacted] lied about having a three-way conversation with [redacted] and [redacted] to resolve the issue, resulting in another two-week delay as I waited for resolution. [redacted] later admitted he had only talked to [redacted] and had never contacted [redacted].c. [redacted] cannot verify the data that [redacted] has with my phone number. On my last four-way conversation with [redacted], Cal.net, [redacted] and myself on Wednesday, January 24th, [redacted] had no idea why the latest port had failed and casually suggested trying my name with their address. How is it possible Cal.net's subcontract cannot verify the information?d. Customer service. [redacted] especially and Cal.net in general, has been poor with follow-up and requires constant reminders to address the issue. [redacted] has been better, but still had to be contacted to respond today (Monday), even though he had promised to call with an update last Thursday. When I try to let them handle it and don't contact them for days, no investigation is done. They require constant prodding.

Business

Response:

[redacted], Cal.net has implemented a solutin to this problem. As of today 02/10/15 Cal.net has finishedporting the number ###-###-#### to our phone systems, and has forwarded allincoming calls to the number ###-###-####. I have tested the forwarding and itis working perfectly! The number will now stay operational throughout theporting process. You can now have [redacted] try to port the number from us andsee if they have more success than when trying to port the number from Sonic.If you or [redacted] need any additional information, or have any questions please donot hesitate to call our support staff. Thank you, and have a wonderful day.

Consumer

Response:

I am rejecting this response because:The phone does appear to be working with my old phone number, as Cal.net has ported the number from their subcontractor and now controls the number. It has forwarded as they specify in their last response. However, [redacted] does not have Cal.net in their system. I emailed Wayne three days ago immediately after receiving his message asking for the specifics needed for [redacted] to initiate a port to their system, however I have not heard back. It is pointless to try to start a port with [redacted] if I don't have the contact details from Cal.net. I will continue to reject Revdex.com responses until the process of porting the number to [redacted] is complete. Cal.net continues to hinder the process by being unresponsive. I will email again.

Consumer

Response:

Consumer states that the business seems to have provided the necessary information to proceed in the transferring of the number. As of today an "unable to get the status of your case" message still appears on [redacted]'s website which usually means that there is an error. Consumer would like business to follow through with necessary assistance until transfer process successful.