Cogent Communications

May 28, Dear [redacted] ***:This letter is in response to your letter of May concerning a complaint from [redacted] ***, assigned Revdex.com ID: [redacted] .** [redacted] is incorrect in his statement that Cogent did not inform [redacted] of the demarcation pointCogent sent e-mails on September and September 20, to [redacted] of ***, including [redacted] of [redacted] on the September 20th e-mail indicating that the off-net loop (demarc point) had been installed on the PI parking level.More fundamentally, ** [redacted] continues to overlook the fact that the landlord for his building will not permit either [redacted] (their own tenant) nor any third party service provider access to the building’s utility riserThe landlord has apparently taken this position at the request of a government agency anchor tenant in the buildingBecause all riser access is apparently closed to utility companies, the en suite service that ** [redacted] hopes for is aspirational at best [redacted] was perhaps disingenuous in not making clear in their solicitation for off-net service bids the insurmountable hurdle of the landlord’s riser access moratoriumNotwithstanding these points, Cogent’s contract (provided with its earlier response and marked to note the appropriate sections) contemplates access difficulties and clearly indicates that the loop provider installation point will be Cogent’s point of service for any off-net productIn this circumstance, that installation point is on the PI parking level.Also as stated earlier, [redacted] ***’s account was terminated March 31,for non-payment***’s complaints to Revdex.com have shifted from his initial request to “complete installation to his office suite” to a different request via Revdex.com to cancel the contract** [redacted] would be better served addressing with his landlord the difficulties of utility access to his own leased offices at [redacted]

September 15, 2014Dear MsHorne:This letter is in response to your letter of September concerning a complaint from [redacted] (“***”), assigned Revdex.com ID: [redacted] , [redacted] is not apparently a Cogent customer, and Cogent can find no record of a customer at the address in the United Kingdom that [redacted] indicatedOn these points alone, Revdex.com should close this matter.Ried Z Corporate Secretary

Complaint: [redacted] Greetings I am rejecting this response from Cogent, Cogent, Your statements are contradictory and this double talk is exactly why things are as they areCogent has contradicted itself; in the first response by Cogent (May 19) they stated it was installed in the Demarcation Point which was communicated as our floor/suite OR MPOE (minimum point of entry) pointIn the recent response they now changed it to Garage after we brought it up that after months of research and constantly emailing and calling Cogent on the status of where the service was installed that we finally found out it was in the garageWe have email logs of repeated contacts to Cogent asking where is the service and how do we get to it, including an exchange with their billing dept after we said we will not pay since services was not rendered We have an email from the property management that stated they did not contact them to do a proper setup, Cogent's tech just installed the circuit at where they "felt like"To install a High speed line to a garage/parking lot is crazy and is not how a Big company should do business, not to mention it makes it highly inaccessibleIn addition Cogent started communicating with an unauthorized person, [redacted] whom worked as an accountant, why they would talk to an accountant about technical stuff is beyond meThey disregarded the communication chain and did not reach out to myself or [redacted] whom signed the contractPlus all communications from our side (the IT/Tech side) was ignored and has put us in this situationIf there is an issue it is with the lack of communication / failure to communicate to the proper & effective personWe have since went with another telecom provider whom is much smaller than cogent and was able to effectively get the service installed without the communication problems or "excuses"They were able to get [proper] permission from the building to install, they correctly installed into the MPOE room, and recommended a contractor to then pull the service up to our suiteIt is inexcusable the "reasons" they have and what they did of which the most horrendous was to install a High Speed Internet line into a garage because it was the easiest way Regards, [redacted] ***

I received fingerprinting from a Cogent affiliated organization last MayI was told that my fingerprints would lead into me receiving an FBI background check and was assured this after asking multiple times before and after paymentHowever, I ended up receiving a check from by state highway patrolI spoke with Cogent who told me to speak to the highway patrol as they could give me access to my FBI resultsI spoke with the highway patrol who told me that they never received any results from the FBIAfter calling Cogent again, I asked for a refund since I did not receive the services I was promisedThe first time I asked, I was hung up onThe second time I spoke with a man who sole answer for all of my questions was "I don't know" after asking to speak with his supervisor, he told me that they all happened to be at lunch and that I should just keep trying backHonestly, this company does not know how to deal with customers and obviously is just in it for the money and not to help anyone out