Digital Path, Inc.

Review: I have been paying $59.95/month for DigitalPath's “Metro Express” Internet connectivity for years. With the " Metro Express " I am supposed to be receiving 3-6 Mbps download speed and 1-1.5 Mbps upload speed. Since subscribing to DigitalPath several years ago, I have made regular complaints to Digital Path's Customer & Technical Support personnel that I am only receiving between .4 Mbps to 1.5 Mbps download speeds and .1Mbps to .3Mbps upload speeds (similar to old school modem speeds. When I signed up for Internet Service I stated that I needed close to their stated 3-6Mbps download & 1-1.5Mbps upload speeds because I occasionally utilize the Internet to work from home and maintain several websites. I was told/promised that the “Metro Express” packages would be best for me because they guaranteed that I would receive at least 3 Mbps download and 1 Mbps upload speeds.I have also documented my speeds (with screen shots/dates/times.) utilizing several state of the art download speed test sites, which constantly confirm my slow Internet speeds of .4 Mbps to 1.5 Mbps download speeds and .1 Mbps to .3Mbps upload speeds. I have included these documents to Digital Path each time I submitted complaints and was told that they'd look into it and get back to me, which after years of complaining, finally got them to come out for a service visit & replace my older Dish with a newer “Generation” model. While initially, for a couple of months my Internet Service bordered on barely adequate, I’ve now one again during the past few months have documented the same issues as before, slow download speeds of 1.5Mbps BUT even lower upload speeds that are constantly .1Mbps to .3Mbps (100KBps to 300KMbps = 20 year old modem speeds). I’ve made numerous phone calls to Tech Support, who then tries to correct the problems remotely, but are either 1.) temporarily fixed for hours 2.) Not fixed at all 3.) Told their having psoblems with their main tower in the area, so just wait it out because it’ll improve by xxxx amount of time. Meanwhile I’ve suffered complete Internet outages during the last couple of summer months (July & August 2016) due to power outages, equipment failures/re-adjustments, etc….ith that said, as I am a Microsoft Certified Systems Engineer and Cisco Certified Network Associate, in my opinion DigitalPath has an “over subscribed customer base” that gets over utilized and pushed past its bandwidth limitations during certain hours of the day depending upon how many customers are utilizing their Internet with their computers, cell phones, streaming video on TV or other devices, etc..Because during these slow periods, I can visit my local Library, which is connected to a fiber backbone in Plumas County & their service is unaffected. I’ve also tested my neighbors Internet connection, which utilizes DigitalPath’s only local rural Internet competitor = HughesNet® Satellite Internet Service and their Internet is also unaffected. (HughesNet® Internet Service is a lot more expensive & has very low download caps. Which if surpassed then you’re charged even more money). I also know from inspecting DigitalPath’s infrastructure & equipment, that they tend to incorporate the use of very old antiquated equipment (10-20 years old) and technology, which just adds to their overall ability to maintain stated quality service. Their equipment failures along with slow unacceptable Internet Speeds, especially the 100Kbps to 200Kbps modem upload speeds, have prevented me from working from home for weeks at a time and I’ve been forced to either visit other locations (i.e. Portola Library) or travel to my customers that are as far away as Truckee & Reno NV (90 miles RT) to upload such simple things as 400KB files or remotely connect to their computers & network equipment. Minimally I want to be reimbursed for the weeks (which added up to 2 months) of poor Internet Speeds (receiving ONLY a fraction the Internet Speeds that is promised the "Metro Express" package guarantee) along with the Internet outages that was caused by their equipment failures; which equates to a $109.90 reimbursement.Desired Settlement: A reimbursement or credit for poor Internet Service over the past 3 months, which equates to a $109.90 reimbursement

Business

Response:

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 $109.90 credit on your account for the inconvenience this has caused you. We appreciate your patience during this time and value you as a customer.

Consumer

Response:

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.

Review: Digital Path internet service has been unreliable. Customer service for the past week has been unable to fix the problem. They have decided a service call is necessary, but that's unavailable for a couple weeks, which is not acceptable.

I terminated service today, didn't ask for a refund for the month that started a couple days ago, and yet was told that there would be a substantial early termination fee. That is unconscionable, as they did not provide the service that they said they would!Desired Settlement: 1. Digital Path should refund the $65.95 charged on May 30 for the current month, because the internet service has been very poor.

and

2. Not charge an early termination fee, since Digital Path was not able to provide the service they said they would provide.

Business

Response:

I do apologize for your Internet not working and that we had to send someone out for a service call to fix your issues. Sometimes this is unavoidable when we are unable to fix your Internet connection with one of our trained office technicians. Perhaps there was a misunderstanding. We called you today to offer you an appointment later this afternoon when we had a field technician in your area which you declined saying you went with another provider already. An early termination fee has not been applied to your account and we have already refunded your last payment. I wish you well in searching for another provider that can better fit your Internet needs.

Consumer

Response:

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.

Review: We used Digital Path for our internet in 2013 - 2014.I canceled it in late Feb. 2014 because the calls kept dropping and we could never get a signal. Digital Path charged me for another month. I was mad because they charged my credit card they had on file without my consent. I usually paid them with my checking account. I complained to them and they said it was because their billing cycle started before I cancelled. Then two of their men came to our house and picked up ALL of their equipment. I even gave one of the men some century cactus plants that I grow. I asked the man if I could get a receipt that they got all the equipment and he said they don't give receipts. He assured me everything would be fine and that this company is a good company there should be no problems. On July 18th,2014 I received a letter from them (the date on their letter said it was June 26th. The letter said that some of the equipment is missing and they want me to pay $100.00! I called them that day, and they said for me to disregard the letter that they found the equipment. I asked them to send me confirmation and they said they would. I never got anything in the mail and never heard from them until they sent me another letter in Feb. 2015. and then another one in July 2015. I have the three letters from them and copies of my last 2 payments to them. including the one they charged to my [redacted] Credit Card they had on file.Desired Settlement: I called to resolve this with the manager, the lady was rude and said she was the manager! It has been almost 3 years and they are still harassing me for some of their equipment. The men that came here should have said something was missing but they assured me everything was there. NSB had sent me a notice today it has gone to collection with interest. Digital Path wrong on their inventory. I don't have their equipment and don't think it should go against my credit or that I should have to pay.

Business

Response:

Thank you for taking the time to bring this billing error to my attention. I want to apologize for your experience with DigitalPath, as this is not how we treat our customers. I have already removed the fee off your account and notified the collection agency of the error. I am very sorry it has taken this long to resolve this issue and your response dealing with the previous office manager. I have sent an email to the above address so you have this correction for your records. I thank you for the opportunity to make this right.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I was under the impression that we were going to recieve internet service from digital path. They told our neighbor for them to receive service to ask us to cut the top off of a tree to get signal and we would receive good neighbor program to receive service. We did so the neighbor got service. We called to get our good neighbor service and they said we have to pay 25.00 extra a month on top of a monthly bill to be a good neighbor and on top of all that wanted to charge 275.00 more dollars to come over and put a dish in our tree to. I think we were mis led and lied to to get service for the company not for the customer. I hope this message is read befor u decide to go with digital path.

I call their tech support several times per week because my service is either totally down or so slow as to be worthless. I literally have their tech support number on speed dial because I call them so often. They admit the problem is their equipment and have repeatedly promised to fix the relays, but the outages continue. I no longer believe them when they tell me their technicians are working on the problem.

I am attempting to take university classes on line, and their service is so bad I am unable to complete my assignments, and have received bad grades as a result.

This company needs to be shut down or sold. If there were any other service available in my area I would be gone in a heartbeat.

Review: We live in the mountains so out only way of communication is through internet. We pay for ten megabit internet service but at best receive 4. The internet is off and on at best. Digital path claims it has something to do with our connection but we have had good 10 megabit service from them before. They have made no attempts to correct this issue.Desired Settlement: Desired fix is for them to restore our service to what we pay for.

Business

Response:

Mr. [redacted], 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 [redacted].

Review: Like several other posted complaints, I have been trying without success to get connection speeds as advertised. I am a long-time customer of Digital Path (5+ years), and finally have reached the end of my patience. Connection speeds have been less than 0.50 Mbps on a regular basis for the last few weeks, and I while I have gotten the same comments from them in the past about relays, upgraded equipment soon to be installed, etc., I now get NO response. The fact that an ISP company does not have tech support active on weekends is almost unbelievable in this day and age. I finally got an Email back from Tech support that they checked things out and "everything looks great".Desired Settlement: I would like to have Digital Path repair/replace or upgrade the equipment so I can get the 3 to 6 Mbps connection speeds that I have paid for (for a year in advance).

Business

Response:

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

Review: For YEARS now I have been trying to get this company to provide me with a stable service. I have had speed, ping and stability issues for as long. The first 6 months or so of service were just fine but soon degraded to very poor. It took YEARS of constant complaint for them to finally send someone out to replace the dish on my roof and move it to a new location. After that was done it seemed things might be better, but less then a week later another serviceman came and replaced the dish again without asking. The only reason I found out was because I went outside when the internet stopped working only to find someone on my roof. This person told me that he had been told it was ok. He also assured me this new "beta program" they were trying out with this new dish was much better. It was total garbage. It was somehow actually worse than it had been before. So it took another 3 months to finally get someone to come take down their "beta dish" and put back one of the original ones (which was a used one). They also didn't put it back where it was originally. And while the speeds may a stabilized a bit (when the connection isn't lagging) I still suffer from incessant ping issues, packet-loss and disconnects. Twice in the last few months I have been told I would be contacted for someone to come make a service call and they have never contacted me. I have called them more times then I can count to attempt to get decent service and except for a few rare cases and received only the bare minimum in terms of support or service. I have been belittled, laughed at, hung up on, ignored and in general treated like trash. I just spent an hour in the phone queue waiting to talk to them (again) to find out why they still haven't contacted me, only to have them kick me back to the start where I waited again. Then right at 7 PM they just dump me. It has become increasingly clear they have no intention of helping me so I please need you to act on my behalf.Desired Settlement: I would like them to make a real effort to give me the service I pay for and have been paying for. I think that is more then a reasonable request.

Consumer

Response:

Customer states that they have received the credit and also their original equipment. Case has been resolved.

Business

Response:

We truly apologize for the poor experience you have had with DigitalPath. We would absolutely love to provide perfect service to every potential customer but unfortunately there are some locations that we are unable to service at the level our customers or ourselves desire. This is due to various reasons. Regretfully we are not a large company like AT&T or Comcast and do our very best to help as many customers as possible with the means we have available to us. We have issued 1 month credit on your account for past issues and restored the antenna to the version you had originally as you requested. Again I apologize for your past issues and hope things are running smoother now.

Horrible service that gets worse by the month.

They raised prices 3 times in under 1 1/2 years

I received a call from a representative 2 weeks ago telling me t

hey were changing the plans and that I needed to pay 20 more per month or be turned off half way through the month for the 63 a month I was paying this was after MONTHS of slow speeds numerous calls to technical support with NEVER a solid resolution.

I called them back this Monday and told them that I was going to cancel and had them look to see when this billing cycle ended, she said the 27th would start the new cycle... so today I get home and they turned off the service (this is the 21st) I'm done with this joke of a buisness.

Review: I have been in customer service for over 18 years and have never had a company tell me something different each time I call. Our internet is down more than its up. It has effected my work since I work from home. The upgraded the speed of our internet and they realized they have been charging me the wrong rates. They where rude to deal with and when the technicians finally made it out they told me it's fine and left. When I had to call again (I have to call monthly because of no service) they send another set of technicians out and they replace everything and said it works fine now but again it's down more than its up. This company has no compensation for helping customers that their service effects when not working for long periods of time. I am disappointed when I call and get told different stories on why it's not working. You have to pay the extra money monthly for them to come out for no charge because the system is always down. I live in a rural area and they are the only providers which makes it hard to switch or that would have been done years ago.Desired Settlement: What is being done to get service working properly? I do not want to hear they are upgrading because I have heard that for 2 years.

Business

Response:

I want to take this moment and apologize for the issues you have been experiencing with DigitalPath. I understand it can be very frustrating when your internet is not working properly. I had a tech support supervisor take a look into the account and it appears the relay in the area needed an upgrade. We have recently gone to your area and upgraded the equipment for that relay and you should be experiencing much better reliability. I have issued 1 month credit on your account. The supervisor will continue to monitor your connection and has already left a call to follow up with you. Please be assured that DigitalPath is constantly doing upgrades to continue to provide reliable internet to our customers in our service areas when most providers are unable to provide internet.

Review: Digital Path, Inc., reliably provides the worst customer service I have ever received from an ISP. Currently, after a week of sending in email, they have informed me that it will take them THREE WEEKS to get someone out to my site to replace their defective hardware -- which is garbage. This is my THIRD hardware replacement and the hardware is getting filtered power from a [redacted], so their hardware is simply junk. My internet service is barely functioning and for most of the day I cannot even read email, but they still want me to call their billing department and beg for a reduction in my bill. In this day and age, internet is a basic utility, and it is utterly unacceptable to leave someone with this duration of outage. On a GOOD day Digital Path is MASSIVELY oversubscribed, and I cannot even watch [redacted] video in the evenings without the connection stuttering. Potential customers with ANY other option should take it. If I experience another billing cycle while this problem is yet unresolved I will have no choice but to file suit at the same time for Digital Path's failure to provide services, because they are not keeping up their end of the contract by providing internet access in exchange for my payment.Desired Settlement: I want the hardware replaced in a timely fashion, and I want a two week correction to my bill PLUS any additional time lost from this date forwards.

Business

Response:

Thank you for giving us the opportunity to look into your account. I do apologize for the delay in getting someone out to repair your services. While our highly trained Customer Service Representatives do their best to get someone out as soon as we are aware of an issue with your equipment, with the holidays, flu season and recent storms causing damage it has extended our service call times and we have been unable to respond as quickly as we would like. DigitalPath has issued a 1/2 month credit on your account and authorized overtime to get someone to Lake County on the 23rd. I will also have our tech support supervisor follow up with you once this is complete. Thank you for your patience.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I wanted to wait for the tech to come and go and to be able to perform a speed test, which is now possible. I am now seeing good speeds, over 5 Mbps. (I am subscribed for 6, but I don't expect a WISP to deliver full speed full time, that would be unrealistic.)I am saddened that it requires a call to the Revdex.com to get prompt service, but gratified that the process worked for me.

Consumer

Response:

Digital Path is my WISP, though I live in Kelseyville. I recently had to seek assistance from the Revdex.com to get them to respond to my unusable internet connection literally in less than a month's time, which did work. Here I am again. For the last three days they have been dropping packets left and right, and not delivering anything near promised speeds. I use ping to one of the routers between me and the internet to check for packet loss. They have never complained about this method of troubleshooting previously, but now they are telling me that they are down-prioritizing ping responses from that router when they have previously informed me in no uncertain terms that they are doing no such tampering. (I have email reference for these statements and can provide it on request.) When I provide the troubleshooting information that shows the problem to be in their network, they tell me that I should perform troubleshooting steps I have already performed like rebooting my router (which is a PC running [redacted], which has far more than enough power to do this job) or doing the tests from the router itself, which is what I have already done and in fact what I always do. They are also outright lying to me either about down-prioritizing those packets, or about not prioritizing packets -- which is it? Not only is my internet connection not working as promised -- I can barely even use the Revdex.com website this morning at 0436, when there should be basically nobody else awake -- but I am also wasting considerable time troubleshooting Digital Path's failure, arguing with them about it, contacting the Revdex.com, etc. I have already proven that the GigE between my router and my PC are working without flaw, and capable of carrying near-theoretical levels of traffic. My ping tests differentiate between packet loss between my router and the CPE, and the CPE and one of their own routers (the hop just after whatever my CPE talks to.) Digital Path has already replaced the CPE and the wiring to same. What's left? Not me.I want to be refunded for the full month, and if Digital Path can not stop blaming me for their failures, I want my complete installation fee refunded so that I can go somewhere more competent.

Review: My Internet access at Digital Path has degraded radically in the last few weeks. The speeds are very erratic throughout the course of a few hours and mostly very slow, sometimes not at all. I have spoken with tech supervisors and to [redacted], the call center supervisor. At first they were courteous and attempted to be helpful, but as time passed and my service didn't change, I could no longer get a hold of these people and have been told I can go somewhere else if I want. This is, for me in a rural area, pretty much the only game in town. So I'm stuck and most unhappy. The company was terrific when I first signed up and did all they could whenever there was a problem, but that has declined as much as my Internet speeds. The last time I spoke to the person who deals with calls, I told her I would be submitting a complaint with the Revdex.com.Desired Settlement: I would like my service to be upgraded back to the way it was when I first signed on with Digital Path. That, frankly, is the only option that works for me. Other than that, I don't know what can be done. I think it's important for the Revdex.com to be informed as well.

Business

Response:

Review: I have been a Digital Path customer for over three years. During the first two years the service was ok. But during the last year it has been highly intermittent with both service and response to my internet needs. Last February I upgraded to a service from them that provided 10mbps. I very seldom have received anywhere near that level of service which for I pay/paid $72.95 per month. Digital Path does not provide me with the speed and service they advertise.I typically am getting speeds of less than 1.5 MBPS during the day even though I am paying for 10 MBPS. And even to get that poor speed I must reset my connection manually (per their instructions online), sometimes over three or four times per day. This is not acceptable as it take about 15 minutes per try.I have requested help from them on this matter many times. And I have often waited thirty plus minutes to talk to support on the telephone. Many times I have waited over thirty minutes only to hang up when no one answered.Recently they sent a service technician out (after a three week wait) and he verified that my Digital Path supplied transmitter/receiver was working at my house. But he said that they switched me to a new channel and it should work much better. That was October 7th. It is now October 12th and the service from them is back to terrible with speeds of under one MBPS and 3 or 4 manual resets per day required.Desired Settlement: I want to get a cash refund of at least three months @ $72.95 per month. I have made arrangements to try another provider and if that works out I will cancel my Digital Path provider account.

Business

Response:

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 2

month credit on the account and will continue to monitor the connection.

Business

Response:

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 2

month credit on the account and will continue to monitor the connection.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Digital Path advertises and I pay for up to 6 mbps. I have had the service for approximately one year. In that time I have never had 6 mbps. I seem to average less than 1 mbps. When I call the customer service rep, they say to unplug the power to reset the equipment. I have to do this 4-5 times a day. Usually without any improvement. The rep on the phone "resets" my equipment which modestly improves the service for a couple hours. Bottom line is, Digital Path does not provide the service I pay for. They continue to make excuses and do not fix the issues or provide me with the service I pay for.Desired Settlement: I would like Digital Path to fix the problems. They need to provide the service and product I pay for.

Business

Response:

I am sorry to hear about the issues the customer has been experiencing with DigitalPath. I had a technician take a look into the account and they have determined that this is a signal issue. We have written a service call to go out and fix the problem and applied a 1 month store credit on the account.

If the customer has any further issues we ask they they call and speak to our tech department so we fix the issue in a timely manner, but this service call should get them fixed.

Review: As of 08/04/2015, I was (forced) into a new contract with Digital Path in order to avoid the 300GB data cap on residential plans. I spoke with a salesman [redacted].He stated to me that the only way I could avoid these caps is to switch to business pro 15 plan which has no data caps. I confirmed this on there web page, which they have since changed.I called in today because I noticed slow speeds. Tech support informed me that I am once again being de prioritized every day during peak hours because I have used over 300gb of data. This is a quote from [redacted] (salesman) from an email he sent to me.below *v* copy pasted from email. This states there are no data caps on this plan.From: [redacted]To: [redacted]Sent: Tue, Aug 11, 2015 10:19 amSubject: Re: DigitalPath Internet[redacted],You are not being deprioritized. You are now on a business account which does not have data caps of any kind. Keep in mind when you do a speed test it is testing the connection through your devices which can diminish some of the speed if they are not performing properly. In addition, it only tests the residual bandwidth after any usage that is currently on the connection. If any other devices are connected that will take away some of the speed and the speed test will only show what's leftoverDesired Settlement: I wish for my service to be as explained and as signed in contract dated 08/04/2015 (1year) (business plan 15) 15mb download 2mb upload no de priority, no data caps till end of said contract, and de priority lifted right away. I have the contract and emails from this company stating there are no data caps and links to speedtests confirming the slowed speeds between the hours of 7pm till 11:30pm with time and date stamps. if this is not resolved refund from start date of contract to present.

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: In January I was told I had an issue with my antenna mounted in the tree after several years. They were unsure, but I was told that replacing it would definitely resolve my issue. I went ahead and paid for the tree climber, again and had them upgrade me at the same time. I signed up for 10 Mb up and 2 Mb down service. Like many other customers, this worked well for about two months. It has got to the point that it is unbearable in the last two months. My wife has called and she was told it was an antenna, but then they "got it working". The level was poor. I have called several times. The last time I called, which was 9/2/2015 I shared my experience with the tech. The techs are nice, but some of them do not know what they are doing. This one tried to blame the router. I told him the router was not connected. He then told me he could see the service "going in and out" and it must be my PC. I told him I have 3 PCs and I do not have issues with all three PCs. I asked him to let me talk to a manager and he stated he would submit my comments to one. I told him I am frustrated with not having service. I explained that most of the time when we are down, it is in the evening or the weekend when their customer service is not open. That is when I am off work, so most of the time when I am home, I do not have any service. The tech told me I had service an evening when we were completely down. I told him I would submit a complaint online also, which I did listing my work and home #. I have not received any email or phone call from any manager. My wife called them today as we need internet service and decided to just have a tree climber come out. We are now told 9/16 is the first day. almost 2 weeks. My wife asked them for a credit ad the lady stated she would submit a month credit, but not sure if they would approve it. My lack of service is much higher than just a month of lost credit. I am concerned that I will pay for a tree climber and have the same horrible service in another 2 months.Desired Settlement: I should not be required to pay a tree climber again. That is almost a $10 a month additional charge when prorated. Why are they not offering to credit me several months as my service has been impacted much longer than that. Why hasn't a manager contacted me to try to provide customer service to me when I requested it? Since the issues have not resolved since last time they were out, why should I believe the issue is not with their equipment? Will any solution last more than 2 months?

Business

Response:

Thank you for allowing us the opportunity to take a look into your account. I want to take this moment to apologize for your recent experiences with DigitalPath. I can understand how frustrating it can be when the services are unreliable to non-existent and no one is getting back to you. DigitalPath is constantly trying to approve our network with our quality field technicians, but sometimes situations arise we are unable to control and they only way to repair the service is to dispatch 2 field technicians to climb into your tree to swap out the device. We are going to waive this tree climb fee and issue a 1 month credit on your account. We have already emailed you a receipt for your records and our technical supervisor, [redacted] has already been in contact and will be monitoring your connection to ensure your service is working. Thank you for being a valued customer of DigitalPath.

Consumer

Response:

I am rejecting this response because:I am sorry [redacted] 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 climber. The manager even gave me an email address to contact him directly if I have any more issues.The problem is that my service issues continue. Very slow service or non-existent service. I sent their manager an email and I received a “mailbox is full” reply. They replaced my antenna on 9/16 and it worked OK for a few days, but I have been without internet more in the last two weeks than I have had it. My wife has called them and she was told there was interference and they were working on it. I called them yesterday (I was off work and was trying to access some websites) and was on hold 23 minutes before they answered and they stated there was interference and they were working on it. He stated he would call me back. I asked him “you will call me back, correct?” and he stated he would. He did not call back. My wife called this morning and they are thinking it could be a server or some other issue now. They can see there is an issue, they just don’t know where the issue is. In the mean-time, my wife states she sometimes has very slow service and other times there is nothing. That is what I experience when I get home, simple pages taking several minutes to load. Most of the time, the simple sites like [redacted] or [redacted] will not even load. I 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 15 to 23 minute wait every time we call to get someone on the phone. My fear of them replacing my antenna and it not correcting the issue is coming true. Since my issues continue, it appears the antenna was not the problem. Until they fix this, I have no internet at home, which is how I get emails and phone service for my work. The impact is fairly high. The staff and the manager I have spoken with are nice, but I really would like the issues corrected and any additional down time credited. I have been a happy customer of theirs for a number of years prior to these issues. Sincerely,[redacted]

Business

Response:

After I received the customers response, I had our technical support supervisor reached out to the customer. He spoke to the customers wife and she was unaware that they were still having issues with their connection. We then called Mr. [redacted] and he said that since his service call, things were better. We show that he used almost 100GB more than our average customer in his current billing cycle. Mr. [redacted] admitted to having teenagers in the house that use it all the time. If the kids are using up all of the bandwidth while he is trying to use the Internet, this would cause his connection to appear slow. We see this often with customers who complain about slow speeds yet have high data usage.We also credited his account for $72.95 on 9/18/2015 and waived his tree climb fee. Today we called again to verify everything is working good but have not heard back. We believe this case should be resolved.

Review: Service provided not dependable or usable majority of the time. Numerous calls to the company didn't resolve any of my issues. I'd like a refund.

On August 1, 2012 I paid $224.95 for Digital Path services at my home which is in a rural area where internet services are hard to come by. I was very disappointed with the internet service, but locked into a one year contract. I called repeatedly, sometimes waiting on hold for over an hour before speaking with a tech. There were times when I was on hold for so long that I had to hang up because I had to leave the house and I knew they couldn't help me without me having access to my computer. One time I called from my cell phone and my cell battery died while I was waiting on hold. Every time my poor service was blamed on my computer or my wireless router. I purchased a new wireless router believing that it may help my service which was not the case. I contacted Cisco (wireless router company) numerous times and they told me it was my internet provider not the router. That was proven to be true repeatedly when I connected my daughter's laptop directly into the Digital Path line coming into the house and couldn't get internet service...once again Digital Path blamed it on the computer. The service was so unreliable that I spent most of my time using my cell phone to access the internet to pay bills, check emails, etc. My daughter had to use my cell phone on many occasions just to do research for her school work. She also had to go to the library to access the internet to complete her online driving course. For 2 weeks every time she tried to do it from home we didn't have internet or we would have it for a short time and then she would be kicked off the site in the middle of her course. I never had the service that was advertised to me and Digital Path gave me the run around and played the blame game every time I contacted them. At $59.99 a month, this is unacceptable. I undoubtedly spent more time without internet than I did with it in the year that they were my provider. During the last month of service I contacted Digital Path and spoke with a tech who walked my through the steps to actually access the satellite closest to my location and reboot my connection. This was the first time that any tech had ever had me do that and it worked. Although the speeds were very slow, I did have internet after that. The tech said he couldn't believe none of the other techs ever did that with me because it is standard practice when someone is having problems connecting to the internet. Countless times I spoke with customer service and techs over the year that I had Digital Path and not one of them ever went through that or even mentioned that it was a possibility. He also stated that they can see how often I actually have or do not have access to the internet. I asked if he could put in a request for a refund and at that time they refunded my for 6 days of service. I have spoken with customer service at least 8 times since asking for at least a 3 month refund only to be told over and over again that they will look into my account and get back to me. The last time I was told that they did refund me for those 6 days, she said 6 days at 24 hours a day is how long they feel I didn't have internet over the span of the year that I had their service. This is absolutely ridiculous to me considering that my family lived with this poor service for a year and we all feel that we were without internet for at least 4 months if you added up all the days that we couldn't use it. Maybe I had internet when I was asleep...is that what they're giving themselves credit for? Filing a complaint with Revdex.com is my only option at this point. I've waited long enough for them to respond to my numerous requests for a refund. When my contract ended, I changed providers and have not had any problems with my new service at all.Desired Settlement: I would like a refund for 4 months of service. I don't think that's too much to ask considering that I paid them $100 to climb a tree and $65 to activate the service plus $59.99 a month for a service that I didn't receive during waking hours. I'm not claiming that I didn't have internet for 4 months straight, 24 hours a day, but the company has to be reasonable about the hours that the internet service they provide is available for people to use. Most people are not nocturnal and require their access to the internet to be during waking hours.

Business

Response:

Initial Business Response

This customer refused our service call attempt on 5/15/2013 to re-aim her equipment, that was in a tree. She only attempted to trouble shoot over the phone with us twice. We gave her credit in June for her downtime. She cancelled without allowing us to try to fix her service. She lives in a VERY rural area, where internet is NOT available. We can sometimes get customers an adequate signal when we mount a device in their tree. That does take calling out an experienced tree climber to work with our installer to mount the equipment. Yes it's an extra expense, that the customer is informed of prior to us installing. This is a last resort type of option for customers who move to very rural areas where cable and dsl is not available. Unfortunately, she made these decisions without allowing us any chance to improve her connection.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

I accept the companies proposed resolution only because I'm ready to put this disagreement behind me. They still don't seem to understand that it never required a $100 tree climber to fix my service. It only required an experienced employee in their tech department. I will be watching my account for the refund that they have promised and will reopen the case if it is not received in a timely manner. Thank you!

Final Business Response

Our apologies, the date of the refused service call tree climb was 5/27/13, which customer states she called in twice to speak with us.

We are regret the service was not up to par for this customer, however, she did not give us the chance to fix her service, which would have required a tree climber.

We are willing to refund two months worth of service to the customer in good faith.

Thank you.

I've been a Digital Path customer for several years and would summarize their business practices as deceitful and unconscionable. I live in a rural area where they have admitted they lack the technology to deliver a level of service comparable to urban areas, yet they charge the same amount for supposedly the same service. Requests for refunds due to frequent outages go ignored. It's not uncommon to wait an hour or more for technical support. Tech support is usually able to improve a connection but not for very long. DP knows that they are the only game in town where I live, and this must explain their total lack of concern for their customers.

Review: I have been paying $59.95/month for Digital Path's "Express 6" Internet connectivity for over a year. With the "Express 6" I am supposed to be receiving 6 Mbps download speed and 1 Mbps upload speed. Since last February 2014, I have made regular complaints to Digital Path's Customer & Technical Support personnel that I am only receiving between .4 Mbps to 3 Mbps download speeds and .2 Mbps to .4Mbps upload speeds. When I signed up for Internet Service I stressed that I needed their fastest download/upload Internet services because I utilize the Internet to work from home and was told/promised that the "Express 6" package would be best for me because they guaranteed that I would receive at least 5.5 to 6 Mbps download and 1 Mbps upload speeds.I have also documented my speeds (with screen shots/dates/times/etc.) utilizing state of the art download speed test sites, which constantly confirm my slow Internet speeds of .4 Mbps to 3 Mbps download speeds and .2 Mbps to .4Mbps upload speeds. I have included these documents to Digital Path each time I submitted complaints and was told that they'd look into it and get back to me, which never happened.Then on June 11, 2014 I lost all Internet connectivity through Digital Path, I was told that they're equipment had failed and that the earliest that they could schedule a service call for the repair was 1 week (7 days). I was assured that I would not be charged for Interne service for that week, BUT I was charged the full month's price anyway! Their equipment failure prevented me from working from home for an entire week and I was forced to use another local Internet service during the week that it took for Digital Path to send out a technician. Minimally I want that week reimbursed for the Internet outage that was caused by their equipment failure. Secondly I also want to be reimbursed for the last 6 months of receiving ONLY 1/2 the Internet Speeds that I was promised the "Express 6" package guaranteed, which equates to a $179.85 reimbursement.Desired Settlement: Minimally I want that week reimbursed for the Internet outage (between June 11, 2014 to June 18, 2014) that was determined by Digital Path's Service Tech to have been caused by their equipment (Dish & power supply) failures. Secondly I also want to be reimbursed for the last 6 months of receiving ONLY 1/2 the Internet Speeds that I was promised the "Express 6" package guaranteed, which equates to a $179.85 reimbursement.

Business

Response:

I will issue the 1 week credit the customer is requesting for their downtime. We have 2 Internet plans for this customer, Economy $44.95 1-3mbps and Express $54.95 3-6mbps. Customer has been paying for the $54.95 per month plan. I will issue an additional credit of $60 (the difference of the two plans for 6 months $10 x 6 for speeds between 1-3mbps. Speeds are up-to 3mbps and up-to 6mbps. This is wireless and speeds will fluctuate but should be within the speeds mentioned above. I would also recommend downgrading to the lower speeds if we are unable to provide the 3-6mbps plan in their area.

Consumer

Response:

I am rejecting this response because as stated, with proof provided, I have NOT even received the lower Internet Speeds (3Mbps) that I was refunded for $10/mo the last 6 months. As stated with proof provided; due to faulty equipment & in my opinion poor technical support and customer service; I was subjected to download speeds of only between .2Mbps to 1Mbps download speeds for the majority of over 6 months.

In fact since submitting this Revdex.com complaint, download speeds have been just as poor as before (.2Mbps to 1Mbps), which is not only well below the 6Mbps that I'm paying $54.95/mo, but it's not even meeting the lower valued 3Mbps package ($49.95).

Plus I was just subjected to another 2 day outage; August 16th to August 17th.

Therefore I am steadfastly asking for a 50% rebate for the past 6+ months of poor Internet speeds, which = $164.85

Along with rebates for the previously mentioned 7 day outage, along with the lastest 2 day outage, which = $16.48

So when combining those those previously mentioned complaints, I am seeking a rebate total of $181.33

Digital Path Account number = [redacted]

Business

Response:

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 aweek, 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.

Consumer

Response:

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 assistance with resolving this matter in such an expedient manner, I appreciate it.Regards,[redacted]

Review: I have been a customer of digitalpath for a year and a half now and I could make multiple complaints against them, but I would like my issue to be resolved since they're a monopoly in my area for high speed internet. I have been calling tech support at digitalpath on a consistent basis since I started using their service, over speed issues, they are never stable and are rarely at the speeds contracted for. When I call tech support I get all kinds of excuses, but the one that I get most of the time is that I have a weak connection to the relay and the tower needs to be reset because it's having problems.Desired Settlement: I would like for digitalpath to either replace the relay equipment that has been malfunctioning or upgrade the existing legacy equipment to the new 2X Wireless equipment so I can get the consistent speeds that I'm contracted for.

Business

Response:

The current relay that [redacted] is currently connected is not malfunctioned, it is a bandwidth problem that replacing equipment will not correct. As for the 2x equipment there is a 90-120 day eta for the upgrade to his area.

Consumer

Response:

I am rejecting this response because: This is the kind of answer I always get from Digital Path, there is no concerned about the current problem and there is no effort to fix the problem. They are just stating plans for the future and not fixing the problem that I am currently having. I'm currently trying to resolve the issue on my own because they will not help me. I actually had to call the tech department again since our complaint was filed because of the speeds attached. The tech department said that they would scheduled a installation team to come out and see if we could move my receiver-dish to a better location or suggest building a mass. After the conversation with the technician on the phone, he said I would be getting a call back from the scheduling department the next day, of course I never received a call back! As long as I have been a costumer of Digital Path I have never received a call back unless it was from billing or new accounts. I had to call back again after not receiving a call for four days, and the next technician set up a appointment and put me through to finalize it with the scheduling department.

I don't think that Digital Path will comply with our complaint, so I will still be working towards getting the problem resolved on my own as we keep moving forward. It's very important to me that my problem is resolved because my wife's wedding photography business depends on our internet so that her clients can receive their photos. If I'm able to get our problem fixed and Digital Path does not charge me for any extra to get the speeds that I'm contracted for within the next 30days I think that I would be satisfied since some effort was made.

Business

Response:

I am issuing a 1 month credit on the account for the internet issues. Customer will need a mast to improve his services and this will be suggested to him today while we are out there for his service call to see what the problem is.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.