Digital Path, Inc.

Review: I signed up for a 2 year contract with digital path internet for 20 mega bytes which they said we could get in our area no problem well the best we have got is 11 megs so they cut our plan to 15 megs now they want to cut it to 10 for the past 2 weeks we have had at 0.15 to 2.59 megs I have been calling digital path tech support to get help to fix it I was told they have a problem air force bases radar is on or near they same frec as there internet and there is nothing they can do about it I asked them if they knew this was a problem why do they not disclose it to customers we dont have to disclose it I said they did because they r selling something they dont have again I was hung up on because I asked for a supervisor 3 times I was hung up on when I asked for a supervisor I told them they are breaching the contract by not giving us our 20 megs like we signed up for I feel they are taking advantage of people by offering what they dont haveDesired Settlement: I would like a credit to my account and the service I have a contract for and a refund for the over payment

Business

Response:

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 1 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. [redacted], 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 1 month credit on your account and changed your service plan to the 10mbps plan so you are paying for the speeds you are currently receiving. He has created a service ticket to relocate your antenna into a tree at no charge to you (normally $100 value for first time tree climbs). He has also noted you are to receive 2 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.

Terrible company !! Google there name all bad reviews. Connection goes out daily. It was fair during there 30 day money back period. Then it went bad.

Review: I have been a customer of Digitalpath for three years. Their service was very good in the beginning. I was told I needed a "point to point" service plan. This required me to have them install two dishes, one on my house and one on my neighbors to relay service down. This was at an extra $292. This service was pretty good for a year before reception started getting interrupted. They sent a service man out and I was told I didn't need the point to point that they could get service directly from the house! So, the dish was turned towards the tower, and service was restored for about a year. Two months ago, service started getting interrupted and intermittent. Several calls being made to try and rectify this, I even purchased a new router at the cost of $115. Every time a call was made there was a new excuse or reason as to the intermittent signal. A service man arrived today to tell me I don't have a direct signal to the tower and that it could be tree growth. He left things as they found them telling me that he had to turn in paper work and that they would get back to me to let me know if they were going to go back to point to point. No offer made to raise the satellite dish but I was told I could do it myself then pay service to come out and dial in to the tower. For three years I've paid my bill on time, paid the $292 for something I clearly didn't need, bought a router with no compensation offered for months, days weeks of no service. They clearly see I have no service now and still refuse to offer a credit, or fix the issue to keep my business. Every time I call to speak to a manager my call is returned by tech support. They refuse to allow me to speak to a manager. I wanted to upgrade service and this is still not insentive enough for them to keep a long time customer happy by fixing connection issues. I have made SEVERAL calls to tech support over the years.Desired Settlement: I would like a credit for all days without service- not due to power outage, or tower upgrades. This has been at least two months. I would like them to make a better attempt to get a signal, if the dish needs to be raised then raise it. I shouldn't have to pay for this every time. Why offer service to people who clearly live in the foothills where trees grow, and not be willing to offer better customer service and home service to keep customer happy

Business

Response:

I am truly sorry for your issues with your connection at DigitalPath. Please be assured we value all our customers and I do apologize for the delay in speaking with a manager in tech support. A credit was issued on 4/8/2015 for 31.48 for 2 weeks. I have also issued an additional 2 month credit on your account for your past issues as well and emailed you a receipt. We have recently upgraded your relay tower so you should be seeing an improvement on your connection. DigitalPath has been upgrading our towers to provide more reliable services to our customers while still supplying unlimited bandwidth in our rural areas. Our manager in tech support has also assured me he will be contacting you as a follow up to ensure your service is fixed and working the way you want it. Thank you for bringing this to our attention.

Review: Digital Path has been my ISP for six months. I have struggled with inconsistent, slow to often non-existent speeds. The slow or inconsistent speeds occur on a daily basis and it renders any online activity useless, which often requires me to restart or redo processes I may be in the middle of.I have contacted technical support numerous times each requiring a lengthy wait time. Each technician gives me a different explanation to my slow / inconsistent speeds:Transmission power too high or too low; Overall system latency; Poor antenna alignment, Transmission impedance, channel frequency overload, etc.My antenna has been realigned twice with no improvement.I had also been told for 2 months that a transmission station (Ducket Peak) would be upgraded which would improve my speeds. When it was upgraded, nothing improved. I was then told a relay needed to be upgraded (last week). I called again today and said that the ticket to upgrade the relay was not filled and would start the ticket today.My six months with Digital Path has been filled with terrible service, frustration, meaningless explanation and excuses.Desired Settlement: I just want to Digital Path to provide me consistent service.

Business

Response:

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.

Business

Response:

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.

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 Digital Path service for nearly 5 years now. Because of my rural location, unfortunately, this company is the only one available that offers the type of Internet that I require. It is very often slow and unreliable. We have had techs out to try to "upgrade" our equipment (which failed, btw), and I recently had to have my bill raised for the "premium" service.

I have never experienced a company with worse customer service. The people that answer the phone are very polite, yet, it seems they need more help and better equipment and/or technology or something! To call in to tech support is painful as it usually takes an hour or more from the day just to wai on hold! And then, it doesn't seem like they do much...

I would think that when you pay for a service you should expect to get what you pay for. My $100 ish a month should be worth a lot more! I only have to grit my teeth as I feel like my hands are tied...

We have been a customer with DigitalPath for almost 3 years. At first it seemed to be a nice connection but then just got worse and worse. We had to keep calling about once per month to have them reset our "relay". They even sent out a tree climber and tech guy to see if it was our equipment and it wasn't, it was found to be an issue on their end. We are extremely frustrated and feel pretty much inprisoned by this company seeing as it's the only option for "high speed" internet for our area. We either deal with them or get dial up. Now we have to call their tech support once a week to even keep a connection at all. We are paying for 6mbps and usually get around 2-3 which is half of what we are paying for. We have reminded them of this and seem to get a different excuse about everytime we call. We have to call right when they open or else we will never get through. Usually when we call there is anywhere from 6-14 people in the waiting line for tech support. We have waited over and hour to talk to someone and usually get the run around. As of today it's been out for two days straight, barely able to load anything. They either need to update their towers, software,hardware or shut down their business. This is rediculous.

Review: I have been paying $59.95/month for Digital Path's "Express 6" Internet connectivity for over 2 years. With the "Express 6" I am supposed to be receiving 6 Mbps download speed and 1 Mbps upload speed. Several times during the month of February 2016, I have submitted complaints to Digital Path's Customer & Technical Support personnel that I am only receiving between .2 Mbps to 3

Mbps download speeds along with sub-par upload speeds. 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. During this month of February 2016 I have documented my speeds daily (with screen shots/dates/times/etc.) utilizing state of the art

download speed test sites, which constantly confirm my slow Internet download speeds of .2 Mbps to 3 Mbps download speeds far below the 1 Mbps upload speeds. I have included these screen-shot documents to Digital Path each time I submitted complaints and was told that they'd look into the issue and get back to me, which to date has not happened.of these Internet issues, I am being forced to travel to client's sites by automobile INSTEAD of remotely accessing their systems over the Internet, which is quite a bit more costly and time consuming for me to do. Needless to say, this problem adversly affects the profitability of my services rendered.

Minimally I want to be reimbursed for the the Digital Path Internet Service that I will be paying for February 2016, which is $59.95, since I have received ONLY 10 to 20% of the Internet Speeds that I am paying for.Desired Settlement: Minimally I want to be reimbursed for the the Digital Path Internet Service that I will be paying for February 2016, which is $59.95

Business

Response:

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 5-6 mbps. We have had no calls documented since the end of December 2015 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 1 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 [redacted] that way we can better assist you in providing reliable Internet Service.

Consumer

Response:

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 Line. I 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 March. Therefore I would to now be refunded for TWO (2) months of extremely sub-par Internet Service;$59.95 x 2 months = $111.90

Consumer

Response:

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

Business

Response:

Mr. [redacted] I do apologize for the delay in scheduling your service call. We were able to get a hold of you once we received your updated contact information and we went out on Apr 5, 2016 to upgrade your antenna. I had the Tech Support Supervisor take a look at your connection since your upgrade and he reports: Signals are very good, speeds are testing at 6Mb, and his tunnel is not dropping. I have issued another month of credit to your account for a total of 2 months credit. If you continue to experience any more issues, please contact our tech support [redacted] and they will be happy to assist you further.