Digital Path, Inc.

Mr***, I want to apologize for your confusion regarding our data allowance policy. DigitalPath implemented this policy for all new customers in July of last year Since then we have been migrating existing customers to this policy after notifying them well in advance of the
upcoming change to their accounts. This was necessary because over the last several years our average customer’s bandwidth usage has increased well over 300%, which was unsustainableOur records show that you were initially notified of this policy change on 1-29- Then on 3-3-we contacted you again, notifying you that your data usage in your current billing cycle was GB which greatly exceeded your plans new data allowance of 75GB. During this call, the CSR informed you that starting in the next billing cycle, your GB data allowance was going to be enforced per our policy. The CSR also recommended a data plan during the call that supported your actual data usage which it appears you switched to at a higher priceWe did not remove your old $planThe $plan is still on our website and offered to customers every day. If you wish to switch back to that plan, please contact customer service and we will be happy to make the change. Please note that if you decide to do that, you will need to adjust your data usage because that plan will not support your current billing cycle data usage of GBThank you for your understanding and we consider this matter closed

I am rejecting this response because: I have documented proof via;1.) Online Speed Tests which clearly show network issues including Internet speeds that mimic MODEM Kbps speeds2.) Phone records which show numerous calls into Digital Paths Tech Support LineI have recordings of tech calls to/from Digital Path Tech Support that corroborate the fact that I was experiencing network connectivity issues on several different days/weeks3.) Numerous outage report recordings published/stated from the plaintiffs company Digital Path, outlining numerous outages that affected my area, not only in February but even more numerous in the month of MarchIt has gotten several times WORSE since the original complaint, bleeding over and continuing into the month of MarchTherefore I would to now be refunded for TWO (2) months of extremely sub-par Internet Service;$x months = $

I am rejecting this response because:I am sorry *** They did come out and replace my antenna and they did give me a credit for a month of service (I have not seen a bill yet, but their manager told me he would) and they were supposed to not charge me for the tree climberThe manager even gave me an email address to contact him directly if I have any more issues.The problem is that my service issues continueVery slow service or non-existent serviceI sent their manager an email and I received a “mailbox is full” replyThey replaced my antenna on 9/and it worked OK for a few days, but I have been without internet more in the last two weeks than I have had itMy wife has called them and she was told there was interference and they were working on itI called them yesterday (I was off work and was trying to access some websites) and was on hold minutes before they answered and they stated there was interference and they were working on itHe stated he would call me backI asked him “you will call me back, correct?” and he stated he wouldHe did not call backMy wife called this morning and they are thinking it could be a server or some other issue nowThey can see there is an issue, they just don’t know where the issue isIn the mean-time, my wife states she sometimes has very slow service and other times there is nothingThat is what I experience when I get home, simple pages taking several minutes to loadMost of the time, the simple sites like *** or *** will not even loadI did not have any internet to access your website to address this as every time I tried, I would not be able to load the page. I am not sure if they will credit me for this additional time or not, but I would think it would be easily justified with the continued lack of service and the to minute wait every time we call to get someone on the phoneMy fear of them replacing my antenna and it not correcting the issue is coming trueSince my issues continue, it appears the antenna was not the problemUntil they fix this, I have no internet at home, which is how I get emails and phone service for my workThe impact is fairly highThe staff and the manager I have spoken with are nice, but I really would like the issues corrected and any additional down time creditedI have been a happy customer of theirs for a number of years prior to these issues Sincerely,*** ***

Thank you for allowing us the opportunity to look into your
internet issues. I understand how frustrating it can be when the internet
service is not working properly and do apologize for this. DigitalPath
does its best to troubleshoot over the phone with our trained technicians to
try and solve many of the issue but sometimes we need to dispatch one of our
field technicians to replace equipment that has gone bad. We were made
aware of the issue on the 14th and had a field technician go out and replace
the equipment the same day. A follow up call by the technician supervisor
confirmed that everything is working much better. We have also issued a
month credit on the account and will continue to monitor the connection

We apologize for not being able to deliver unlimited bandwidth on our residential plans anymore and we are truly sorry that you do not agree with our companies data allowance policyWe do want to work with you but we must also adhere to our policies We can lower your plan back down to $per month with a GB data allowance or you can stay on the plan you upgraded toPlease keep in mind you have already used GB in the last days and you would already be at 144% of the lower plans data allowance until your next billing cycle starts on May 1, 2016. Please contact customer service at *** *** * and let us know how to proceed

Thank you for allowing us the opportunity to look into your
internet issues. I understand how frustrating it can be when the internet
service is not working properly and do apologize for this. DigitalPath
does its best to troubleshoot over the phone with our trained technicians
to
try and solve many of the issue but sometimes we need to dispatch one of our
field technicians to replace equipment that has gone bad. We were made
aware of the issue on the 14th and had a field technician go out and replace
the equipment the same day. A follow up call by the technician supervisor
confirmed that everything is working much better. We have also issued a
month credit on the account and will continue to monitor the connection

Mr***, I am sorry to hear you have been having issues with your Internet connection. I understand how frustrating it can be when your Internet is not running as it should and is your only way of communication. I had a tech supervisor take a look at your services and he made some
minor adjustments to the relay you were connected to. He reports the connection is improved and should be running more reliable and within your service plan. While we do our best to monitor our network, sometimes we need to be notified by our customers that their individual connection also needs minor adjustments. If you have any further issues, please do not hesitate to contact our highly trained tech support staff *** *** *

I do apologize for the issues you have been experiencing while trying to use the Internet. I understanding it can be very frustrating. After having our tech supervisor take a look at your connection, we plan on upgrading the tower antenna that your antenna is connected to within the next
month or so. In the meantime we have gone ahead and issued the $credit on your account for the inconvenience this has caused you. We appreciate your patience during this time and value you as a customer

I want to thank you for being a long time customer of DigitalPath. I am sorry for the circumstances that have lead to you filing a complaint with the Revdex.com. Our tech support manager has taken a look into your account. At this time, your connection is testing at a solid 5-mbpsWe
have had no calls documented since the end of December and were unaware you were experiencing any issues. I truly am sorry for this. I know how frustrating it can be when your internet is not performing as well as expected. We are going to be proactive and have a service call created so we can go out at your convenience and verify everything is working like it should. In the meantime we are going to apply a month credit on your account for $54.95. Our Tech Support Manager will be monitoring your account and follow up a few days after the service call is complete. If you continue to have issues, please contact our tech support department so we can document the problems you have been experiencing *** *** * *** that way we can better assist you in providing reliable Internet Service

I want to take this moment and apologize for your experience with DigitalPath. First of all, I want to assure you that we only have a year contact unlike many companies these days. If your service does not improve to your satisfaction we will release you out of your contract. I
know how frustrating it can be when you are unable to use the Internet after working all day and coming home only to find your Internet not working. DigitalPath strives to maintain a healthy network with our highly trained staff, but sometimes there are issues with trees or devices that can malfunction and it appears this is the cause of your connection issues. I want to assure you that there is no problem from the Airforce base that interferes with our signals that would cause the issues you described. ***, one of our technical support supervisors has been in communication with you and we are taking the necessary steps to fix your service issues. We have issued a month credit on your account and changed your service plan to the 10mbps plan so you are paying for the speeds you are currently receivingHe has created a service ticket to relocate your antenna into a tree at no charge to you (normally $value for first time tree climbs). He has also noted you are to receive more tree climbs at no charge if they are needed for future service calls. I do hope that after this service call that your internet will improve greatly. Thank you for allowing us the opportunity to keep you as a customer of DigitalPath

Mr. [redacted], Please accept our apologies for your recent connectivity issues with your DigitalPath Internet.  While DigitalPath tries it's best to provide reliable Internet to our customers, sometimes we need to come out and work on our access points to try and improve reliability.  For...

this reason we had held off writing your service call.  A service call was created at your request to come to your home and attempt to connect your antenna to improve your reliability . You can expect a follow up call from one of our tech support representatives.  In the mean time, I have placed a 1 month extension on your account as compensation. Kindest regards, [redacted]

I am sorry for the misunderstanding on your account.  We resolved the issue the same day you contacted us and became aware of the issue.  There was an error that was affecting your account causing you to be de-prioritized during peak hours.  I want to assure you this has been taking...

care of and our Technical Support Supervisor will be contacting you to follow up on the account.  DigitalPath has a great tech support team and we do the best we can to take care of all our customers as soon as we are aware of any issues. Thank you for bringing this to our attention.

Mr. [redacted], We want to apologize for the inconvenience that the service speeds has caused you.   Our Technical Support Manager has worked on the access point that you are connected to and has spoken to you in regards to the changes that have been made. We believe this should improve your...

connection.  I want to assure you DigitalPath does not “over subscribe our customer base” and that it gets over utilized.  We do our best to constantly work/improve our coverage to prove the best possible Internet to our customers and have upgraded many access points throughout our network. Per his conversations with you, the service has been working to your expectations at the service plan speeds for your account of up to 6 mbps.  He has been monitoring your connection for the past 1 ½ weeks and  everything is running as it should.  He has left you several voice mails on both of your phones regarding the performance of your service.  Our Technical Support Manager will continue monitoring your Internet connection for the next two weeks to ensure everything continues to work as it should.   He will continue to try to reach you but feel free to call him at your convenience should the service start to have issues.  Once again we do want to apologize and have applied a service credit of $89.95 on your account.  If you have any further questions or concerns please let us know.

I do apologize for your Internet issues and the misunderstanding.  I know how frustrating it can be when your Internet is not working right.  I have reviewed your account with tech support and they are requesting a service call.  They have been waiting for your approval before we can...

fix your Internet.   Let me take a moment and explain our tree climb policy.  DigitalPath currently offers tree climb plans for an additional $15 per month to cover any and all tree climbs.  Any new customer with an antenna in a tree is required to be on this plan.  This helps us offset the large expense of staffing tree climbers.  A lot more can go wrong with the antenna and cabling installed up in a tree versus on a customer’s roof top, especially in winter months.  Since you were a customer prior to the above change, we do offer you the option of migrating to the new plan pricing above or staying on your existing plan but paying for tree climbs if necessary.  That is your choice.    The initial tree climb during installation for your current plan was $100.  This is because there is a lot more time and work required to install the antenna in the tree and run the cabling down the tree into your home.  Additional service calls if necessary are billed at $50 each.  This is why you were charged a $50 tree climb fee to service your equipment.    Please note that we are willing to work with a tree climber of your choice if you wish to hire your own, but you will find they typically charge around $200 - $300 for the same job we charge $50 for.   As a courtesy, I have applied a $55.95 credit on your account for your past issues and will go ahead and waive the tree climb fee this one time.  Future tree climbs will cost $50 each unless you chose to switch to the new tree plan mentioned above.   Please call into tech support and they will write that service call and get you all squared away.  Again sorry for your trouble.

I am rejecting this response because: I called Digital Path & had the customer service representative pull up my profile & you have BOTH my cell & work phone numbers on file, so there is not any reason fo you to say differently. Regardless, here are my contact numbers again; cell # [redacted] and work # [redacted]; primary number is my cell# [redacted]When I’ve talked to Digital Path’s Tech Supports Reps recently, I was told that your company was experiencing equipment failures out in the field, including relays & the large dish atop the mountain that services the [redacted] areas. But besides these issues, they were also having trouble identifying the intermittent (almost daily) bandwidth issues I’ve been experiencing on a regular basis. N several occasions, after speaking with Digital Path’s Technical Support Reps real-time, they were unable to resolve my bandwidth issues while on the phone with me (10-20 minutes at a time) & promised to contact me after they’d resolved it, but I was NEVER re-contacted afterwards.I've attached more screen shots of horrendous Internet connection (download/upload) speeds that clearly show that I’ve been experiencing bandwidth issues for the last 2+ months now.To reiterate; I demand to be reimbursed for 2 months of very sub-standard Internet service, which at $59.95/month = $119.90

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
I have had to restart usage of Digital Path, as it is the only option open to me at this time.  So, monetary issues are no longer an issue.  I still think their service is not good.

My sincerest apologies for the issues you have been experiencing with DigitalPath and the delay in getting your relay updated.   I'm sure it has been frustrating not being able to use your Internet to your fullest capacity.  I want to thank you for giving us the opportunity to make amends.  We have issued a 1 month credit on your account and have recently upgraded your section of the network that was causing your issues so you should see a stronger connection.  DigitalPath has a knowledgeable staff dedicated to maintaining our network and its reliability.  We value your business and have enjoyed being your Internet  provider these past months.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Thank you for your time & assistance.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  While not completely satisfied with the level of service I am receiving, I understand the reasons are technical and due to geographic limitations in my neighborhood.  I appreciate the company is trying to improve the service in the area.  I hope the [redacted] rebuild/upgrade will be given a high priority and accomplished soon.

Dear [redacted], I am sorry to hear about the issues you are experiencing with your Internet connection.  DigitalPath has a dedicated technical support staff trained to look into these issues and they are available 7 days a week, 365 days a year to assist you.  We are in the process of...

performing major upgrades to your area and that may have been the cause of some of your outages.  I will have one of our technical supervisors follow up with you and see what is causing your specific service issues.  We also just installed a new site in your area with our newest radios that just came online today, that may be an option for you as well.  In the meantime I will credit your account 2 months as you requested.  Thank you for the opportunity to look into this matter