Discernity

These can’t be real reviews. Let me go over the issues here:

- This is not secure internet service, it’s service split & shared by the entire building. Meaning, you can control your neighbor’s devices and tv.

- Speed cannot be guaranteed but they will happily charge you more. This is like dial up, so don’t attempt gaming or video conferencing. Not recommended as work from home.

- They didn’t wire the buildings they are holding hostage with fiber, so calling it high speed is being too nice here. No one on staff with enough knowledge to understand this, either.

- Bad billing, no app or even a website to pay directly. Payment processor runs each transaction to a hold, so that $99 ended up holding $297 until it cleared. They also have no plans to change processors, or take alternate payments such as cash, check or Bitcoin.

- Have you been on their website? It’s shocking for a tech company to have swiped all their text about privacy from free sites leaving the copypasta in. If you read how they say they can do whatever with your data.. yikes! Go look at the text & code - it’s clear this is NOT anything but a middle man, who knows what they do with access to your secured data.

If your building is in a contract with this company, don’t subscribe. It is not worth the headache. check out Starlink on the high end & Firewifi.org for actual usable internet!

*** [redacted] *** [redacted] *** [redacted] [redacted] Listed below is our feedback within the business day period (we assumed it was business day and apologize if we misinterpreted it) for Complaint # [redacted] : We researched the information within our ticketing system Ticket [redacted] coincides with this residents installation He originally lived in one unit at [redacted] apartments and moved to another unit at [redacted] He originally called into the call center and provided them with his original apartment number He completed the paperwork to move the service to a different unit However, the unit number did not get changed in the ticket and therefore the tech went to the original unit on the scheduled install date of 1/4/and found no equipment in the unit to install The resident called in to report the issue on 1/5/ We found the issue with the unit number, corrected that, and rescheduled the technician for install on the next day, 1/6/ He was charged $for the installation of HD/DVR and HD receivers however we did provide a discount since he is an existing customer at the property The total with no discount should have been $ Therefore, he received a credit of $It appears that the renter contacted the Revdex.com after he had spoken with us on 1/5/and already knew that the tech would be back out on 1/6/ It was also explained to him what the issue was

Thank you for your feedback [redacted] We reviewed our ticketing system and saw merit to your complaint, but respectfully there were external factors also in play All you know is your Internet was inconsistent and you rightfully want it to be consistentOur records show where you called twice in one day (July 9th) The first call was resolved over the phone after you resent your router During the second call, the service was working during the call, but the Internet was dropping in and out You have called several times since with a recurrence of the issue During the last interaction we escalated the issue to the next level of engineers They called and left two voice mails for you (July 28th and on July 29th) and closed the ticket due to no responseHopefully, that is because you are having the experience you originally wanted We are aware of two outages at the property that you more than likely experienced As you know, it is a new construction property For the first outage, the Plumber cut the main line to the property and it brought the entire property down The other outage was caused by a severe electrical storm that impacted equipment Although both issues were resolved in a reasonable amount of time considering the amount of damage incurred, the electrical outage took longer to consistently resolve The bandwidth provider had the service restored reasonably quickly, but took a week to properly refine the provisioning of the circuit This more than likely was the cause of the intermittent problem

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did not contact the Revdex.com after being told that a technician would be coming out on 1/6/I contacted the Revdex.com before being contacted by the company and was told after I filed my complaint about the issue and that a technician would be coming outThe discount was provided to me up front due to my multiple years of being a customer with them, and was weeks in advanced of the issue at hand and was not a concession that was provided to me to make up for the mistake
Regards,
*** ***

We respectfully disagree with the complaint from the customer regarding complaint *** Naturally, we are only aware of issues with specific customers when they bring them to our attention. Besides the issue on November 21st, which was resolved quickly and we left a voice mail to
confirm it was resolved but never heard back, the resident has not called us since for over half a year regarding Internet. When the resident last called it was five months ago, was in regards to their television service and did not mention Internet issues. Therefore, neither the requested compensation for one year of services nor any compensation for that matter would be appropriate. We are more than happy to resolve any issues via our support line a* *** if the prior issue in fact was not resolvedRespectfully, ***

From: [redacted] Sent: Thursday, February 25, 2016 1:57 PMSubject: Response to complaint # [redacted] This is a complaint from J[redacted] [redacted] to Discernity that was send by the Revdex.com effective 2/16/2016 (see attached): Response:Thank you for your feedback regarding the...

Internet services.  We reviewed our records at the Call Center and noticed that the only call we have received from you was on 10/19/2015 (four months ago) to install your service.  It is important to call support line so we can assist you.  For example, sometimes we can tweak the system on your behalf and improve the performance.  Other times, we can help identify if it is your router or deploy our Technicians if the problem is caused by us. Nonetheless, out of respect for you, we will assume it is on our end and do apologize.  Please know that we already have a scheduled upgrade to the core router for the property during the forthcoming week.  We expect this upgrade to improve the performance of the property in general and hopefully you in particular.  If it does not meet your satisfaction, please call our support line at ###-###-#### and we will help you further.

Thank you for your feedback [redacted].  We reviewed our ticketing system and saw merit to your complaint, but respectfully there were external factors also in play.  All you know is your Internet was inconsistent and you rightfully want it to be consistent. Our records show where you...

called twice in one day (July 9th).  The first call was resolved over the phone after you resent your router.  During the second call, the service was working during the call, but the Internet was dropping in and out.  You have called several times since with a recurrence of the issue.  During the last interaction we escalated the issue to the next level of engineers.  They called and left two voice mails for you (July 28th and on July 29th) and closed the ticket due to no response. Hopefully, that is because you are having the experience you originally wanted.  We are aware of two outages at the property that you more than likely experienced.  As you know, it is a new construction property.  For the first outage, the Plumber cut the main line to the property and it brought the entire property down.  The other outage was caused by a severe electrical storm that impacted equipment.  Although both issues were resolved in a reasonable amount of time considering the amount of damage incurred, the electrical outage took longer to consistently resolve.  The bandwidth provider had the service restored reasonably quickly, but took a week to properly refine the provisioning of the circuit.  This more than likely was the cause of the intermittent problem

[redacted]  
[redacted]
[redacted]
[redacted] Listed below is our feedback within the 10 business day period (we assumed it was business day and apologize if...

we misinterpreted it) for Complaint #[redacted] : We researched the information within our ticketing system.  Ticket [redacted] coincides with this residents installation.  He originally lived in one unit at [redacted] apartments and moved to another unit at [redacted].  He originally called into the call center and provided them with his original apartment number.  He completed the paperwork to move the service to a different unit.  However,  the unit number did not get changed in the ticket and therefore the tech went to the original unit on the scheduled install date of 1/4/16 and found no equipment in the unit to install.  The resident called in to report the issue on 1/5/16.  We found the issue with the unit number, corrected that, and rescheduled the technician for install on the next day, 1/6/16.  He was charged $118.94 for the installation of 1 HD/DVR and 2 HD receivers however we did provide a discount since he is an existing customer at the property.  The total with no discount should have been $205.04.  Therefore, he received a credit of $86.10. It appears that the renter contacted the Revdex.com after he had spoken with us on 1/5/16 and already knew that the tech would be back out on 1/6/16.  It was also explained to him what the issue was.

[redacted], we received your complaint to the Revdex.com.  After reviewing your history of support tickets, we agree that the service has been inconsistent to you.  The primary Desired Outcome you requested was to "establish a long term solution" for your...

Internet issues.  Ironically, for many months now we have been in the process of implementing an upgrade for your Building.  It has been fully implemented and the last part was installed mid last week.  The upgrade includes both additional bandwidth and new networking equipment.  In addition to this response, one of our support Technicians will be reaching out to you.  However, please call us at [redacted] if you do not find a substantial improvement. [redacted]