In order to get service Digital Path recommended we put a tower up. We did at a great deal of expense. After two years they dropped us because they repositioned their transmitter. I wish I could give a 0 rating. To insult to injury they do not return phone calls. It is beyond disappointing.
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 wanted to wait for the tech to come and go and to be able to perform a speed test, which is now possibleI am now seeing good speeds, over 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
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/for for weeks I have also issued an additional month credit on your account for your past issues as well and emailed you a receiptWe 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
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 $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 $ 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 $each This is why you were charged a $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 $- $for the same job we charge $for As a courtesy, I have applied a $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 $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
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
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
I am rejecting this response because: While I did see improved speeds, I am still suffering from the same issues stated previouslyAt 7:23pm on 10/17/ I am only getting 0.4-0.8mbs/sec and earlier I was not able to complete a speed testI attempted to contact tech support yesterday afternoon and was met with the generic response of tier doing what they can and kicking it back to re-channelingAdditionally, I still notice periods of randomness where there should be no real dip in speeds due to high traffic, which is troubling because I have a final exam to take online and I'm wondering if I'll be able to complete it at allI only have one opportunity to take the test and if I am disconnected for connectivity issues I may not be able to complete the assignmentI understand that today 10/17/was a bad day for Digital Path due to a fiber line being cut, I believe many of my own problems are a more local issue that needs to be resolvedI have contacted several other Digital Path users who have been reporting similar problems, though they are not as severe as my own or perhaps not as apparentI am willing to work with Digital Path as I can and am more than willing to keep logs of these problemsAs a side note, speeds tend to drastically reduce after 6:30, could this be to high traffic? I have also noted that the most severe problems happen after pm and last until past midnight at timesFinally, these problems were not here around May/June and before it may be worth investigating what changes were done around that time that affect users like myself so badly
I apologize for your ongoing issues with your internet I see that you have a service call written by our head of Tech Support scheduled for the 26th I thank you for giving us this opportunity to come out and see what is causing your continued issues I have applied a month credit on your account Our head of Tech Support will follow up as soon as the service call is complete to verify your connection is working to your satisfaction
Mr***, I do apologize we have not been able to complete the work to better your connection as we had originally planned due to storm damage and outages that have occurred during the last two weeks We are scheduled to perform the work on Saturday morning 10/29/unless another outage occurs We will contact you once we have completed the work so you can monitor your connection and verify it is working to your satisfaction
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 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
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 ***, 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 days a week, 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 months as you requested Thank you for the opportunity to look into this matter
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 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
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 cycleMr [redacted] admitted to having teenagers in the house that use it all the timeIf the kids are using up all of the bandwidth while he is trying to use the Internet, this would cause his connection to appear slowWe see this often with customers who complain about slow speeds yet have high data usage.We also credited his account for $on 9/18/and waived his tree climb fee Today we called again to verify everything is working good but have not heard backWe believe this case should be resolved
I want to apologize for your experience and thank you for giving us the opportunity to address these issues Our tech support manager [redacted] has looked into your account and already contacted you As discussed, we are going out sometime next week to update the tower 1/mile away that should stabilize your connection and provide a more reliable Internet connection In the meantime we have issued a week credit on your account to compensate you until this repair takes place In regards to our blocking your email, I want to assure you DigitalPath does not block our customers from contacting us and there must have been other issues outside of our network
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/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
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 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 I wanted to wait for the tech to come and go and to be able to perform a speed test, which is now possibleI am now seeing good speeds, over 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
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/for for weeks I have also issued an additional month credit on your account for your past issues as well and emailed you a receiptWe 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
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 $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 $ 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 $each This is why you were charged a $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 $- $for the same job we charge $for As a courtesy, I have applied a $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 $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
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
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
I am rejecting this response because: While I did see improved speeds, I am still suffering from the same issues stated previouslyAt 7:23pm on 10/17/ I am only getting 0.4-0.8mbs/sec and earlier I was not able to complete a speed testI attempted to contact tech support yesterday afternoon and was met with the generic response of tier doing what they can and kicking it back to re-channelingAdditionally, I still notice periods of randomness where there should be no real dip in speeds due to high traffic, which is troubling because I have a final exam to take online and I'm wondering if I'll be able to complete it at allI only have one opportunity to take the test and if I am disconnected for connectivity issues I may not be able to complete the assignmentI understand that today 10/17/was a bad day for Digital Path due to a fiber line being cut, I believe many of my own problems are a more local issue that needs to be resolvedI have contacted several other Digital Path users who have been reporting similar problems, though they are not as severe as my own or perhaps not as apparentI am willing to work with Digital Path as I can and am more than willing to keep logs of these problemsAs a side note, speeds tend to drastically reduce after 6:30, could this be to high traffic? I have also noted that the most severe problems happen after pm and last until past midnight at timesFinally, these problems were not here around May/June and before it may be worth investigating what changes were done around that time that affect users like myself so badly
I apologize for your ongoing issues with your internet I see that you have a service call written by our head of Tech Support scheduled for the 26th I thank you for giving us this opportunity to come out and see what is causing your continued issues I have applied a month credit on your account Our head of Tech Support will follow up as soon as the service call is complete to verify your connection is working to your satisfaction
Mr***, I do apologize we have not been able to complete the work to better your connection as we had originally planned due to storm damage and outages that have occurred during the last two weeks We are scheduled to perform the work on Saturday morning 10/29/unless another outage occurs We will contact you once we have completed the work so you can monitor your connection and verify it is working to your satisfaction
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 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 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
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 ***, 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 days a week, 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 months as you requested Thank you for the opportunity to look into this matter
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 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
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 cycleMr [redacted] admitted to having teenagers in the house that use it all the timeIf the kids are using up all of the bandwidth while he is trying to use the Internet, this would cause his connection to appear slowWe see this often with customers who complain about slow speeds yet have high data usage.We also credited his account for $on 9/18/and waived his tree climb fee Today we called again to verify everything is working good but have not heard backWe believe this case should be resolved
I want to apologize for your experience and thank you for giving us the opportunity to address these issues Our tech support manager [redacted] has looked into your account and already contacted you As discussed, we are going out sometime next week to update the tower 1/mile away that should stabilize your connection and provide a more reliable Internet connection In the meantime we have issued a week credit on your account to compensate you until this repair takes place In regards to our blocking your email, I want to assure you DigitalPath does not block our customers from contacting us and there must have been other issues outside of our network
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/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
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 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