Consolidated Communications

Per [redacted], Res Customer Svc Team Lead, [redacted] disconnected services 3/7/16 even though there was a ticket pending w/tech visit.  Trouble ticket history:ticket called in  1/7/16 resolved same day and closed .  1/13/16 with tech visit 1/14/16 changed router...

and malc port at central office. No tickets placed but TNI (tech support)  notes [redacted] called in  2/14/16, 2/15/16, and 2/25/16 with wifi issue and connection loss. 3/4/16  tech was going out  3/5/16 and customer advised service cancelled.  Credits given for January ticket  1/14/16 $13.49 and applied credits for the February call in 10 day courtesy $17.57. Account was cancelled at [redacted] requet.  No early termination fee was applied and equipment has been returned.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, if in fact the services will work. I was just told last week when [redacted] and another technician for consolidated came to my house, that they do not offer faster speeds than 20mb. I had wireless security cameras when I first moved here. They have been disconnected for the past 5 months because of consolidated advising me to disconnect them to fix the problems. It did not work. I really hope that increasing my speed will fix the problems I have had. I will let you know if it doesn't. And I will definitely be letting consolidated know, including [redacted], the nice lady that contacted me. 
Sincerely,
[redacted]

After researching the customer's complaing, [redacted] - CS Team Lead, called  the customer and explained she had researched customer's complaint and her issues from inception to current. Multiple trouble tickets since inception. Notes on trouble tickets about security camera on Wi-Fi and...

customer changing router settings that made her service go to single pair until tech could visit.  They have hard wire gaming system, hardwire their laptop and also have multiple Wi-Fi devices including the security cameras. Customer understands Wi-Fi is not guaranteed but she already has our wireless extender installed on original installation.  She said she filed the Revdex.com (in January) after she was told there were no credits for Wi-Fi issues but she felt credits were due since she hardwires the gaming system and the laptop.  Ms. [redacted] told her there were concerns she may be over utilizing the 20mg service and said higher speeds may be available and customer replied she has been told it was not available.  Ms. [redacted] double checked with our provisioning team and it should be available to give her 40mg on pair bonded VDSL service.  It may NOT have been available at time she inquired about faster speeds. Customer was willing to increase speed and agreed to new pricing also.  VDSL pair bond 40mg upgrade order processed. She wants promo to expire 12.29.16 same as current promo and we added the request to process after her services are upgraded. We booked apt for upgrade for 5/24/16 with arrival window from 4-6pm and someone 18 or over home during entire install. Also that during the prequalification testing the DSL service will likely go down but should be no more than an hour. Ms. [redacted] gave customer 1 month credit totaling $86.72 for issues. Customer thanked her for calling. She is also hoping the new speed will resolve issues and has CSRs extension and toll free number to call once upgrade is complete and she has had time to use the service.

Initial Business Response /* (1000, 7, 2015/11/09) */
[redacted] CS Team Lead spoke with customer on 10/30/15: Ms. [redacted] got in contact with Mr. [redacted] and returned him to his previous package rate. His new rate is now $120.03 plus tax. We issued a $58.55 adjustment to correct his October...

statement that was 199.05 instead of his usual $141. The customer is aware that the discount package comes with a 1 year contract, that he'll have a partial prorated credit on his next statement making it slightly less than the $120.03, and that all of his bills that follow will be at $120.03 plus tax. We reviewed the terms and conditions and he agreed to the new contract. Customer is satisfied.

Initial Business Response /* (1000, 7, 2015/11/12) */

See attached document

Please find our response re: [redacted], Complaint #[redacted].   Our apologies in the delay in this response.  It took some time to coordinate schedules to have a meeting with all parties to discuss the matter.   In the past several weeks, we’ve accomplished the following steps since the conference call between the CCI and ICE/BCP teams on 6/28/16: -          July 13th Conference between CCI ([redacted] and [redacted]) call with [redacted] and several members of ICE and BCP agencies.  We reviewed a spreadsheet for the purpose of understanding the scope of the phone numbers in questions, and identifying which agency was using the service.  -          July 19th – CCI sent an updated spreadsheet to [redacted] and team intended to clarify phone number usage and changes required to align services with the correct agency.  [redacted] replied stating they would need time to review, partially due to vacation schedules. -          July 26th – An associate who works with [redacted] send a note to CCI with proposed clarifications and resolution -          Aug 1st – CCI ([redacted] and [redacted]) reviewed and are prepared to accept the changes and resolution proposed, and will be sending a note back to [redacted] by COB on 8/2. -          The changes, unless CCI is informed differently than discussed to this point, will be made on a going forward basis only.  The agencies, ICE and BCP, are not requesting any past billing corrections. -          During our calls, the ICE and BCP participants have stated they are not looking for (and aren’t really interested in) credits/adjustments.  They want the corrections made prior to the end of fiscal 2016, which is by no later than the September invoice.   If you have further questions regarding this complaint, please let me know.     [redacted]

Initial Business Response /* (1000, 5, 2015/12/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@consolidated.com
12/7/15 @ 10:45am, [redacted], Lead Customer Care rep called the customer and left a message for the customer to call him...

back regarding this Revdex.com Complaint.
He reviewed the account and here is the history on it since 9/25/2015:
9/25/2015 the customer called into Customer care to schedule their move order and was quoted $30.99 for their Internet services
10/9/2015 the customer called into Customer Care to reschedule their move order but order error caused the original order to be deactivated and the CSR had to re-key a new move order but did not add the promotional rate of $30.99
10/19/2015 is when the customer was installed at the new address with the incorrect MRC which caused the 11/17/2015 invoice charging the customer $171.99.
Mr. [redacted] requested a credit approval of $136.99 to make the customers 11/17/2015 $35.00 instead of $171.99
The customer's 12/21/2015 bill shows a credit balance of -$15.94 at this time which should be processed as a refund check by 1/11/2016.
The customer has not called back in to discuss.

Customer service contacted Mr. [redacted] and explained how the bill is broken down.  Package wording was removed as well to show itemized charges and discounts in the future.

The trouble Ms. [redacted] is experiencing is a congestion on the Consolidated network.  The engineering team is working to resolve this issue ASAP, however there is not a timeline.  Ms. [redacted] has been updated and will be kept up to date as to when the network relief will take place.

Area Operations Manager [redacted] spoke to Mr. [redacted] and was advised the family has already started service with [redacted].  The delay in providing service at the new address was caused by the distribution cable at the address was full and new cable needed to be installed.  When...

Consolidated was ready to install a new cable access to the neighbor’s yard was needed and the technicians were not able to gain access.  We apologize for the delay in providing service and hope at some point we can earn their trust back and have them back as a Consolidated customer.

A field technician was scheduled to repair Ms. [redacted]'s service on 11/6/2017.  The technician found the modem connected to the wrong jack in the home, when he connected it to the correct jack the modem connected.

Initial Business Response /* (1000, 7, 2016/02/02) */
In regards to Mr [redacted] request, the balance was cleared when he spoke to credit and collections on 1/15/2016. The balance was for the router that we have not received back from him yet. The account has been disconnected and he should receive...

a statement 2/1/2016 showing zero balance.

Complaint: [redacted]
I am rejecting this response because It had nothing to do with the speed or cost of monthly charges. MY CONCERN was the service I received when I had to call multiple times to get internet service back was ridiculous amount of times and getting incorrect info., being hung up on and to finally have a second tech support who was through enough to solve the problem. My other beef was why would any tech ask me for my number if we were disconnected and not call back. That was irritating. While assisting me with better prices and speed made me happy, it was not the reason I launched a complaint. Makes me wonder now if my original complaint was really looked into. I again do appreciate the price adjustment and an increase on our speed, but the first tech that came out did not cover all his bases and assumed rather than check all causes. Plus again with my frustrations of the phone and reaching someone was annoying. Thank You
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to note, however, that I do not feel the customer service provided during my use of their services was satisfactory. The reason I am accepting this response is due to the fact that I cancelled my services and they were "so kind" as not to charge an early termination fee. There was still no permanent resolution to the technical issue, which is why I decided to disconinue service.
Sincerely,
[redacted]

The Customer Service manager in the local office contacted Ms. [redacted] regarding her complaint and discussed the service issues she is having.  As of last week, this customer was disconnected for non-payment.  The customer asked us to leave the account disconnected since that is what she...

was trying to do in the first place.  We offered the customer a $100 credit for her service issues and she accepted.  The account is now completely disconnected and the $100 credit will be applied to the next statement.   Thank you.   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However there was no follow up phonecall made and I had to continually follow up with the tech to remind him what the job was that needed to be completed as he was not given proper instruction.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/27) */
The complainant is not is not an authorized person on the account. He was notified of this on 8/11/15 when he called Customer Service asking about higher speed internet service. We asked him to have the account holder call to authorize him...

before we can speak with him. This is privacy act compliance.
On 8/19/15, Team Leader Cremer called was answered by complainant. She let him know she was calling about the Revdex.com complaint and we want to resolve the issue, but because he is not authorized on the account she could not discuss with him. She provided her direct # to complainant and asked him to have account holder call and leave a voicemail message if she couldn't answer. The account holder called in on 8/19/15 and authorized the complainant.
History: The customer had called technical support about internet issues on 2/28/15 and a tech visited on 3/1/15 and replaced the router. The customer called technical support again on 3/3/15 and a tech visited on 3/4/15. During that visit the tech found the customer has a virus on a device that is making the router reboot over 500 at times. The customer was advised at that time they are over utilizing their bandwidth and that an upgrade to 20 meg was suggested and try to figure out what device had virus issue.
Customer is at the max possible speed due to bandwidth usage. Another Team Leader, [redacted], reached out to customer at his CBR# on 8.24.15. There was no answer and he did not have the option of leaving a message.
[redacted] made contact w/customer on 8/25/15 and these are next steps:
The only way to increase his DSL speed would be to remove 2 HD set top boxes from his service.
We provided an adjustment of $45.30.
Established a trouble ticket for a tech visit on 8.31.15. Customer had received a 4200.00 gift card as part of his 24 month commitment. If this has not been used we will allow customer to remove the television service and keep the internet service upgrading to 20mg..
At this time customer is satisfied with what we are doing to resolve his issues.

(The consumer indicated he/she DID NOT accept the response from the business.)
First time I hear about me calling them besides canceling service, where is my contract with consolidated? Where did I signed to lease the equipment? I would need to receive it as soon as possible so we can continue and...

end this issue.
Consolidated told me $150 cancellation of one year contract, equipment charge, and service charge.
So there must be proof of all those charges, where is it?
show me please 1. Contract
2. Indicate where in our contract I leased the equipment and for how much
3. Provide a bill how much data, calls etc... I used since I called to cancel in February.
This would be fair deal, otherwise reimburse me my money for overpaying for the service that I didn't received.
Have a nice day,
[redacted]

[redacted], CS Team Lead called the customer and left him a message advising we would waive the ETF when he cancels service. The penalty would have been $37.50. This customer signed up for the 2 year contract via online order, so he initiated the order and accepted the terms online. Then he signed...

a copy of the contract when the installer installed his service. There is no rate on the contract because it is not a rate lock agreement and Consolidated does reserve the rights to change the rate of the services we provide, but the contract stipulates that we cannot change the promotional discounts the customer receives. For an example, we may tell a customer their monthly rate is $100 per month on a 2 year contract, but what the contract is stating is that we agreed to give you the same discounts for 2 years and the customer must keep the service for the 2 years. So if we are giving them $50 off to get them down to the $100 a month rate, we will by no means change their $50 discount, however if there is a cost increase company-wide for $2 then the monthly bill will be $102 per month and they are still getting $50 per month until the contract ends.