ColfaxNet

We received your notice that you have received a complaint from *** *** at *** *** *** ***, Colfax, California. Mr*** connected to ColfaxNet's Internet service on September 10, Since that time we have been to his home, at his request, two times to investigate service
troubles he alerted us to, once on March 23, and again on August 12, We have received several E-mails since that time commenting on our service, once on May 23, and then again on July 11, 2017.On March 23, 2016, when we arrived at his home, we noticed that the equipment had been moved from its original location where we installed the serviceWe adjusted the location of the equipment, tested the connection and found it to be working properlyWe asked Mr*** to not adjust the equipment and that if he had any trouble to contact us and we would come back out and look at the system. On August 12, 2016, when we arrived at his home, we found the equipment had been moved again and this time was laying on its side of the roomMr*** explained that he had moved the equipment attempting to improve the number of signal lights on the outside of the equipmentWe straightened the equipment the equipment back up properly and tested the equipment and the system was working properlyWe asked Mr*** to contact us if he should have any further trouble and asked that he not move the equipmentWe explained that due to his unique location that we may need to relocate the equipment into a nearby tree in order to improve the line-of-sight path to our transmitterHe assured us he would let us know if the trouble persisted. In his May 23, E-mail, he stated that his service was not working properly and asked if we were working to fix the trouble with *our* systemWe responded on May 24th that our system looks fine except we show that his equipment has been disconnectedWe reviewed the status graphs for his equipment and found that there were not any problems appearing. On May 26th, he again claims the disconnected status was on our end and not hisWe continue to be able to login to our equipment without trouble and we have not received the requested phone call from him to troubleshoot his trouble over the phoneOn July 2016, he contacted us asking if there were any updatesOn July 12, 2016, we again requested to look at the equipment as any trouble is not on our end of the connectionIf we need to perform an on site visit we would be happy to but we need to arrange a time to do that and he hasn't replied to our requests. While it is not unheard of to credit a customer's account for a service interruption, the credit is proportional to the amount of time the service was interruptedAlthough it is very hard to understand, given the number of other customers in his immediate vicinity, how his service could be "unusable 30% of the time" as he claims, asking for 100% of a month's credit for service is disproportionateWe look forward to the opportunity to go to Mr***'s home and evaluate what trouble he is having with his equipmentPlease contact us with any further questions or comments. *** ***ColfaxNet Customer Service** *** ***Colfax, CA 95713***

We received your notice that you have received a complaint from *** *** at *** *** *** ***, Colfax, California. Mr*** connected to ColfaxNet's Internet service on September 10, Since that time we have been to his home, at his request, two times to investigate service
troubles he alerted us to, once on March 23, and again on August 12, We have received several E-mails since that time commenting on our service, once on May 23, and then again on July 11, 2017.On March 23, 2016, when we arrived at his home, we noticed that the equipment had been moved from its original location where we installed the serviceWe adjusted the location of the equipment, tested the connection and found it to be working properlyWe asked Mr*** to not adjust the equipment and that if he had any trouble to contact us and we would come back out and look at the system. On August 12, 2016, when we arrived at his home, we found the equipment had been moved again and this time was laying on its side of the roomMr*** explained that he had moved the equipment attempting to improve the number of signal lights on the outside of the equipmentWe straightened the equipment the equipment back up properly and tested the equipment and the system was working properlyWe asked Mr*** to contact us if he should have any further trouble and asked that he not move the equipmentWe explained that due to his unique location that we may need to relocate the equipment into a nearby tree in order to improve the line-of-sight path to our transmitterHe assured us he would let us know if the trouble persisted. In his May 23, E-mail, he stated that his service was not working properly and asked if we were working to fix the trouble with *our* systemWe responded on May 24th that our system looks fine except we show that his equipment has been disconnectedWe reviewed the status graphs for his equipment and found that there were not any problems appearing. On May 26th, he again claims the disconnected status was on our end and not hisWe continue to be able to login to our equipment without trouble and we have not received the requested phone call from him to troubleshoot his trouble over the phoneOn July 2016, he contacted us asking if there were any updatesOn July 12, 2016, we again requested to look at the equipment as any trouble is not on our end of the connectionIf we need to perform an on site visit we would be happy to but we need to arrange a time to do that and he hasn't replied to our requests. While it is not unheard of to credit a customer's account for a service interruption, the credit is proportional to the amount of time the service was interruptedAlthough it is very hard to understand, given the number of other customers in his immediate vicinity, how his service could be "unusable 30% of the time" as he claims, asking for 100% of a month's credit for service is disproportionateWe look forward to the opportunity to go to Mr***'s home and evaluate what trouble he is having with his equipmentPlease contact us with any further questions or comments. *** ***ColfaxNet Customer Service** *** ***Colfax, CA 95713***