Consolidated Communications

[redacted], Manager - Customer Service noticed on the account that the customer had called in but has not been able to authorize the account. We provided our [redacted] authorization form and the customer has not returned it. However, in looking at the account, we have no history of trouble tickets for the customer ever calling in regarding not being able to access their email until 8/15/16.Ms. [redacted] contacted the customer to obtain the [redacted] form so they can verify the account.  We are unable to process the disconnect they are requesting, per [redacted] rules, until proper authorization is completed.~ 2pm on 9/28/16 the customer faxed in the form and we were able to process the disconnect and apply a $60 courtesy credit for the email they have not been able to use.  CCI considers the matter to be resolved to customer's satisfaction.

Mr. [redacted], Manager of Area Operations, went out to the site on 6/22/16 and spoke with the property owner.When he spoke with Ms. [redacted] and inspected the installation, it is the wiring from the NI up and around to the apartment on the exterior of the building that is unsatisfactory. Mr....

[redacted] agrees with the property owner and we will make corrections to that wiring, running it from the NI directly into the storage area on the north side of the complex then down into the crawlspace to apartment 3, removing the wire strapped to the coax and running along with the roof gutter.  Our Mgr of Network Ops has committed to getting this completed before the end of this week.There is a temp aerial drop placed from the pole to the building but that was understood by her and unrelated to the complaint.  That work is still pending. We apologize for this oversite and inconvenience to the customer and should have completed by the end of the week.

Initial Business Response /* (1000, 6, 2016/02/02) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@consolidated.com
This issue has been resolved. The month of service he's referring too was prorated on his final bill. He did have a remaining...

balance of $20.99 that we adjusted off for his troubles in the showroom. We forwarded the complaint to the showroom supervisor so that she's aware of the issue, and called Mr. [redacted] back and left him a message advising that his balance has been cleared.

Customer called in on 11/9/16 to cancel TV and was advised that she has 10 days to return the equipment and the equipment charge is $450.00. The customer went into the service center on 11/21/16 and returned the equipment and the agent at the counter said that they removed the equipment charges, but...

in fact the agent did not remove the equipment charges. The Equipment charges were already on the 11/16/16 bill, and should have been credited. The customer’s bill was due on 12/9/16 and she is set up on auto pay with a checking account. With autopay, we schedule the payment 5 days before the due date and at that point it can’t be edited or canceled. So her autopay did take the full balance of the 11/16/16 bill because the credits were not applied by the agent that took in her equipment. The payment was taken by us on 12/9/16 for $529.62, and $506.79 of that was for equipment ($450 equipment plus $56.79 tax). The equipment was credited to her account on 12/6, but because her payment due date was 12/9 the payment had been scheduled on 12/4 for the full balance.   Because of the payment method the customer uses for autopay, which is an electronic checking account, we are not able to request the funds be refunded to the cst checking account until 12/30, but the customer can either dispute the charge with their bank, to have the fund put back into their account and the transaction canceled, or she would have to have the bank write a letter on company letter head and give it to her to give to us that states, that the payment that we received will not be refunded or reversed for any reason so that the customer doesn’t end up getting 2 refunds.  If the customer sends us the letter we will refund the payment and she would have it back in her account in 3-5 business days. The customer was informed of this on 12/14, 12/15, and also on 12/16. I am applying a $50 credit to the account due to us not crediting the equipment charges when she returned it and tried contacting the customer to see if she has contacted her bank yet, but no answer on contact number of [redacted].

A customer service supervisor contacted Ms. [redacted] to verify her services were now working.  To remedy the loss of service, Ms. [redacted] was issued two months credit for her HD service, as well as the sports tier for one month at no charge.  The supervisor also added HBO and Cinemax free for...

three months, and also noted her account to waive the $25 move fee for her upcoming move within the building.

Initial Business Response /* (1000, 5, 2015/11/23) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@consolidated.com
Trouble Ticket History:
9/16/15 frequent disconnects. Using roku, voip and pcs all on 3mbps. Advised customer to upgrade....


10/8/15 Testboard shows signal is good, access zhone 6519 firmware without issue, getting correct speed. Customer states its slow. Tech Support refer to Customer Service but customer declined.

10/17/15 has power cycled. Wifi disabled, re-enabled wifi. Now able to connect.
10/24/15 Ran TestBoard, no errors. Enabled DNS, rebooted modem from firmware. Issue Resolved .
10/25/15 DNS not responding. Powercycled. Customer needs to hardwire and check the LAN. Customer refused and hung up.
10/26/15 Frequent disconnects, no outages, active account, tb showing all green, DNS issue, set dns in modem, powercycle, check cables and filters, TestBoard all green.
Summary:
10/26/15: Mr. [redacted] was given Trouble Ticket credit of $3.40 for 4 days. The trouble tickets are testing clear and good.
10/28/15: [redacted] CS Team Lead, called Mr. [redacted] on home # and mentioned the multiple devices being used on service. He said he doesn't use them all at the same time. He told Ms. [redacted] the pedestal providing service to his home is currently damaged and it is getting moisture and that is causing the problems. It had been damaged before and once repaired they had no other problems
10/30/15: Pedestal in question was repaired.
11/5/15: Ms. [redacted] called the customer to inform him the pedestal had been repaired and ask if he had any further service issues that needed to be addressed. He was not having any issues at this time. She also let him know if he continued to have issues, we would need to allow a tech inside the house to inspect any possible issues. Customer has denied inside access in the past for troubleshooting.
- We experienced an email outage from Thursday afternoon 11/5/15 to late Saturday/early Sunday 11/8. Ms. [redacted] called home# for Mr. [redacted] and left a message to discuss his Revdex.com complaint about email outage. She also explained in message that outage was resolved and he should have access to his email. If he did not to contact technical support and provided number to call. She also offered to assist him if he still had problems and left toll free number and extension.

She also added the $10 courtesy credit for the email outage that we have been authorized to give.

Consolidated Communications had a field technician visit Mr. [redacted]'s home and determined the cause was faulty wiring which the technician replaced.

Review: Whenever we go on the internet the wifi will stop working after a short period of time. Then it will not turn back on and you have to keep refreshing the wifi search screen. Untill it finally finds it. It is really starting to annoy everybody in my house.Desired Settlement: I would like to have quality wifi service so it will not shut off in the middle of doing work, searching,(etc.). Further more I would like a $150 credit off the next billing cycle. Since this has been going on since I have signed the contract over a year ago. Thank your time and reading this. I hope that I will get a response as soon as possible meeting the agreements as noted above.