[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, D [redacted] S [redacted]
This customer has spoken with our internet technical help desk and each time, they have either resolved the customer's issue over the phone or had to close the ticket because the customer stated they did not want a technician to be dispatched We would be happy to send a technician to the customer's location to troubleshoot the issue if it re-occurs [redacted] - Business Manager - Greenwood SC
We have contacted the customer in attempt to set up a time to dispatch a technician to review and resolve any service issues they may be experiencing The customer stated to our dispatch team that no visit by technicians is warranted because the issue has been resolved; all services are working To further clarify too, Northland is a non contract based company Residential customers do not sign a contract for services, there is no penalty if a customer elects to change carriers [redacted] Business Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint While I finally did get a tech to my house, I've been on and off for over a monthAnd as I'm typing this I am once again out of internetI simply reported that I had no issues the day after "it was fixed"Unfortunately since then I've had to call tech support again once already this week (maybe a total of hours used during the work week) and am about to call againSame issuePlease understand I am aware that things aren't always a simple fix, but as a network admin I expect reliabilityEspecially with the price that is being charged [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.] Regards, M [redacted] C [redacted]
Thank you for contacting usWe have reviewed over your timelineUnfortunately burials can take up to business days after submitting to the countyThis does not include weekends, holidays or the day it is submittedWe worked closely with the county and a contractor company to ensure this is cared for within this timelinePlease feel free to reach out to us if you have any additional concerns at (864) [redacted] Thank you,Northland Communications
Good Morning Mr [redacted] Thank you for speaking with me todayAs we discussed earlier please let us know anytime you experience difficulties and we would be happy to resolve as soon as possible free of chargeAlso your service issues were resolved on 8/21/and I see a credit has already applied on your account for that timeframeIn regards to the call center in Texas, they do handle our calls for us and have the same capabilities as the local office.Please let us know if you have any additional questions or concernsThank you, [redacted] Northland Communications
Good Afternoon Mr [redacted] ,Thank you for advising us your concernWe send a change in terms any time we change your pricing with a explanation of why and if there are any impacts to youThose changes brought you from $to $and then your yearly discount expiredAny time this happens you are more than welcomed to call us to see if we can reduce your billingI do see Northland has already placed your account back on promotion at $If you need any additional assistance or have any additional questions please call us at [redacted] .Thank you,Northland Communications [redacted]
***I tried several different numbers on his accountThe only one that would let me leave a voice mail was hisI asked him to contact me if his problem had not been resolved and that I assumed since we last went out on 8/26/and there had not been any service calls put in or notes on the account after that everything was resolved Sincerely [redacted] ***Customer Service Manager
Thank you for your response regarding [redacted] As requested from you if I've had contact with Northland Communication since filing my complaint, I had a service call (technician) late Friday night (Aug21, 2015) regarding my request for service after waiting daysIt's my belief that the Seneca, SC office was contacted after my call to their cooperate office in Seattle, Washington telling them the service, or lack thereof, I've had with themThe technician had to work a long time to finally find the problemAfter working on the telephone pole, inside my home and not being able to get a connection, he had to call the IT personCome to find out, my modem also had a problem which needed some adjustments from their office.Today (Monday), I am receiving both phone and internet service which was my original complaint Now I'd like to receive an adjustment on my billing statement giving me credit for not only this past six days but also other days over the past monthWe were also told we'd receive credit for time lost on those days With all the aggravation, time wasted on my end having to stay here at home waiting after being told someone would come out, I feel I shouldn't have to pay for this months phone and internet service.Thank you for your help.Sincerely, [redacted]
After looking into Mr***'s account we have found that he has only called once this year with issues to internet and that was on 2/24/17.When ***, the tech, precalled the customer, he was told that everything was working, so the SRV WO was cancelled by dispatcher *** * Tues 2/28/3:
PMCust has been soft disconnected times this year, each month for not paying past due balance, which will also cause his internet to stop workingThis week we have had a Maintenance technician sweeping the node for PM work and hasn't found anything
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Ask your self, would you want to pay for services this many years and not have what you was promised or not able to use? Regardless of that, the Internet speed is the issue not payment historyI have the last days of speed test downloaded and savedI have the most recent calls where the tech manager has made contact and agreed with meThis has gone on way to long and until was not being taken care ofI will say *** the new manager is trying along with HIS NEW techs that have been brought in to change things and fix our local area is even stumpedThe AmpHousing and other things have been completed and yet still unable to resolveSo technically we should be reimbursed for The time we have had service and NOT gotten what the contract, commitment was in which was their promise a certain amount for certain speedThis again had little to do with the recent history which was brought in only to make us look badI would also add people sometimes have health issues that causes accounts to fall behind like us however we have always gotten caught up and paidAnytime the amount of calls even for only the last years history is reviewed plus the service calls plus the cost is actually displayed and shown than you will see I am 100% correctWith in mile radius around my street to the local high school you can pick up at least WiFi signals that are with another company because of the issue with our Local provider
Regards,
*** ***
As requested for clarification: The timeline was met and the customers line is buried and installed under the business days timelineThe timeline does not include weekends, holidays or day of notification Customer is currently online and activeWe left a message for the customer asking them to call if they needed anything else. Thank you,Northland Communication
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will soon give *** a call to schedule a service call
Regards,
*** *** Jr
Upon receipt of this complaint, review of the customer's account was performed Although the last service work order in the system (beside the most recent customer complaint) was dated, 6/4/ We dispatched a maintenance tech to the area to trouble shoot the main line all surrounding
plant As of 8/16, the maintenance tech was able to track a noise issue and remedy it The customer has not reported any issues since the SNR levels were corrected and according to the tech contact with the customer, he is very satisfied with the service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me In the end, the business was very understanding of my circumstancesAs a business owner, I would recommend North Land Cable.
Regards,
*** ***
I have received this response from our Plant Mgr who reached out to the customer,Update: I met with the customer about the complaintThe drop bury is not an issue as they rerouted the drop routeThe cut cables can easily fixed once the
customer's husband brings them back to splitterThe customer has my number to call me when the wires are back at the splitter and we will send a tech back out to put connectors on them.Let me know if there are any further concerns.Regards,J*** B***Business Manager Northland - Greenwood system
Good Afternoon Mr. [redacted],I apologized if you felt your concerns were not resolved. I called you personally and left a detailed message. However to resolve all your concerns please give us a call at [redacted]. You are more then welcome to ask for myself [redacted] or anyone can assist you with your concerns.In regards to your service concern, our service calls are free of charge and usually we can schedule you same day or next business day. To do this please call [redacted] and we can see what day and time works best with your schedule. The only call we have on file was during an outage on 3.21.2016. I understand this can be frustrating and we apologize. Sometimes the outages are not caused by Northland's equipment for example : weather, car hitting a pole or even power outage in the area. Even though some of these outages are not Northland's equipment at fault we attempt to resolve them as quickly as possible. By calling us we can also determine if a credit would be issued on the account. I went ahead and applied 1 weeks credit which will show on your next billing statement in hopes to ease your concerns and show we would like to resolve all yours concerns. In regards to your billing concern, I have attached your full statements which include all pages with the notifications. Notifications are on October billing page 2, November billing page 2 and 3 and December billing page 3. These can be found under the section called "your latest bills" on your account online. However even though there was a change in terms we can always work with our customers to see what is the best rate we can give them. To do this in the future please call us at [redacted]. As I previously mention we did honor you another promotion of $55.35 for one year. Please give us a call so we can schedule your service call as soon as possible at [redacted].Thank you,[redacted]Northland Communications
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, D [redacted] S [redacted]
This customer has spoken with our internet technical help desk and each time, they have either resolved the customer's issue over the phone or had to close the ticket because the customer stated they did not want a technician to be dispatched We would be happy to send a technician to the customer's location to troubleshoot the issue if it re-occurs [redacted] - Business Manager - Greenwood SC
We have contacted the customer in attempt to set up a time to dispatch a technician to review and resolve any service issues they may be experiencing The customer stated to our dispatch team that no visit by technicians is warranted because the issue has been resolved; all services are working To further clarify too, Northland is a non contract based company Residential customers do not sign a contract for services, there is no penalty if a customer elects to change carriers [redacted] Business Manager
The billing address was [redacted] , [redacted] **, [redacted] , SC ***Account number ***- [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint While I finally did get a tech to my house, I've been on and off for over a monthAnd as I'm typing this I am once again out of internetI simply reported that I had no issues the day after "it was fixed"Unfortunately since then I've had to call tech support again once already this week (maybe a total of hours used during the work week) and am about to call againSame issuePlease understand I am aware that things aren't always a simple fix, but as a network admin I expect reliabilityEspecially with the price that is being charged [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.] Regards, M [redacted] C [redacted]
Thank you for contacting usWe have reviewed over your timelineUnfortunately burials can take up to business days after submitting to the countyThis does not include weekends, holidays or the day it is submittedWe worked closely with the county and a contractor company to ensure this is cared for within this timelinePlease feel free to reach out to us if you have any additional concerns at (864) [redacted] Thank you,Northland Communications
Good Morning Mr [redacted] Thank you for speaking with me todayAs we discussed earlier please let us know anytime you experience difficulties and we would be happy to resolve as soon as possible free of chargeAlso your service issues were resolved on 8/21/and I see a credit has already applied on your account for that timeframeIn regards to the call center in Texas, they do handle our calls for us and have the same capabilities as the local office.Please let us know if you have any additional questions or concernsThank you, [redacted] Northland Communications
Good Afternoon Mr [redacted] ,Thank you for advising us your concernWe send a change in terms any time we change your pricing with a explanation of why and if there are any impacts to youThose changes brought you from $to $and then your yearly discount expiredAny time this happens you are more than welcomed to call us to see if we can reduce your billingI do see Northland has already placed your account back on promotion at $If you need any additional assistance or have any additional questions please call us at [redacted] .Thank you,Northland Communications [redacted]
***I tried several different numbers on his accountThe only one that would let me leave a voice mail was hisI asked him to contact me if his problem had not been resolved and that I assumed since we last went out on 8/26/and there had not been any service calls put in or notes on the account after that everything was resolved Sincerely [redacted] ***Customer Service Manager
Thank you for your response regarding [redacted] As requested from you if I've had contact with Northland Communication since filing my complaint, I had a service call (technician) late Friday night (Aug21, 2015) regarding my request for service after waiting daysIt's my belief that the Seneca, SC office was contacted after my call to their cooperate office in Seattle, Washington telling them the service, or lack thereof, I've had with themThe technician had to work a long time to finally find the problemAfter working on the telephone pole, inside my home and not being able to get a connection, he had to call the IT personCome to find out, my modem also had a problem which needed some adjustments from their office.Today (Monday), I am receiving both phone and internet service which was my original complaint Now I'd like to receive an adjustment on my billing statement giving me credit for not only this past six days but also other days over the past monthWe were also told we'd receive credit for time lost on those days With all the aggravation, time wasted on my end having to stay here at home waiting after being told someone would come out, I feel I shouldn't have to pay for this months phone and internet service.Thank you for your help.Sincerely, [redacted]
After looking into Mr***'s account we have found that he has only called once this year with issues to internet and that was on 2/24/17.When ***, the tech, precalled the customer, he was told that everything was working, so the SRV WO was cancelled by dispatcher *** * Tues 2/28/3:
PMCust has been soft disconnected times this year, each month for not paying past due balance, which will also cause his internet to stop workingThis week we have had a Maintenance technician sweeping the node for PM work and hasn't found anything
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Ask your self, would you want to pay for services this many years and not have what you was promised or not able to use? Regardless of that, the Internet speed is the issue not payment historyI have the last days of speed test downloaded and savedI have the most recent calls where the tech manager has made contact and agreed with meThis has gone on way to long and until was not being taken care ofI will say *** the new manager is trying along with HIS NEW techs that have been brought in to change things and fix our local area is even stumpedThe AmpHousing and other things have been completed and yet still unable to resolveSo technically we should be reimbursed for The time we have had service and NOT gotten what the contract, commitment was in which was their promise a certain amount for certain speedThis again had little to do with the recent history which was brought in only to make us look badI would also add people sometimes have health issues that causes accounts to fall behind like us however we have always gotten caught up and paidAnytime the amount of calls even for only the last years history is reviewed plus the service calls plus the cost is actually displayed and shown than you will see I am 100% correctWith in mile radius around my street to the local high school you can pick up at least WiFi signals that are with another company because of the issue with our Local provider
Regards,
*** ***
As requested for clarification: The timeline was met and the customers line is buried and installed under the business days timelineThe timeline does not include weekends, holidays or day of notification Customer is currently online and activeWe left a message for the customer asking them to call if they needed anything else. Thank you,Northland Communication
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will soon give *** a call to schedule a service call
Regards,
*** *** Jr
Contacted customer, all has been resolvedSee attached proof of when billing to account was stopped, which was 4/16/
Existing lines that run under the house to each room inside
Upon receipt of this complaint, review of the customer's account was performed Although the last service work order in the system (beside the most recent customer complaint) was dated, 6/4/ We dispatched a maintenance tech to the area to trouble shoot the main line all surrounding
plant As of 8/16, the maintenance tech was able to track a noise issue and remedy it The customer has not reported any issues since the SNR levels were corrected and according to the tech contact with the customer, he is very satisfied with the service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me In the end, the business was very understanding of my circumstancesAs a business owner, I would recommend North Land Cable.
Regards,
*** ***
I have received this response from our Plant Mgr who reached out to the customer,Update: I met with the customer about the complaintThe drop bury is not an issue as they rerouted the drop routeThe cut cables can easily fixed once the
customer's husband brings them back to splitterThe customer has my number to call me when the wires are back at the splitter and we will send a tech back out to put connectors on them.Let me know if there are any further concerns.Regards,J*** B***Business Manager Northland - Greenwood system
Good Afternoon Mr. [redacted],I apologized if you felt your concerns were not resolved. I called you personally and left a detailed message. However to resolve all your concerns please give us a call at [redacted]. You are more then welcome to ask for myself [redacted] or anyone can assist you with your concerns.In regards to your service concern, our service calls are free of charge and usually we can schedule you same day or next business day. To do this please call [redacted] and we can see what day and time works best with your schedule. The only call we have on file was during an outage on 3.21.2016. I understand this can be frustrating and we apologize. Sometimes the outages are not caused by Northland's equipment for example : weather, car hitting a pole or even power outage in the area. Even though some of these outages are not Northland's equipment at fault we attempt to resolve them as quickly as possible. By calling us we can also determine if a credit would be issued on the account. I went ahead and applied 1 weeks credit which will show on your next billing statement in hopes to ease your concerns and show we would like to resolve all yours concerns. In regards to your billing concern, I have attached your full statements which include all pages with the notifications. Notifications are on October billing page 2, November billing page 2 and 3 and December billing page 3. These can be found under the section called "your latest bills" on your account online. However even though there was a change in terms we can always work with our customers to see what is the best rate we can give them. To do this in the future please call us at [redacted]. As I previously mention we did honor you another promotion of $55.35 for one year. Please give us a call so we can schedule your service call as soon as possible at [redacted].Thank you,[redacted]Northland Communications