Ecliptixnet Broadband, Inc.

Our internet service is great when the tower works. When the tower goes down it takes a few days to weeks to fix. This last on going outage has lasted over 3 months so far. There was a local power outage that caused a component failure on the tower. After talking to the person that manages and fixes connection issues several time I was told they have a fix and are waiting for part. That was two weeks into the outage. After a month without hearing anything I called again. I was told they have the part but it needs to be installed on the tower still. That was 2 months ago. The last time I talk to them I was told that they have no one to climb the tower and make the repair and had no time frame of when they cane make the repair. Oh and I’m also getting billed for services that I’m not getting, I asked about that as well and was told they missed the billing, they were supposed to stop if before it went out. I have called and asked to speak to manger over the person I have been dealing with and was told they don’t give out that persons phone number or contact information. This is beyond on unprofessional. If I remember correctly, this company received grant money from the government to install towers and to provide internet services in areas that lack good services. I think the government needs to get their ( our ) money back or let someone else manage these towers.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The billing department had no idea we were not receiving service, there is no communication of anything to the customer, it takes complaints to the proper authorities to get any response of any kind. They are disorganized, disconnected, and unprofessional. I've been told twice to my face that oro signal is fine, but they give excuses because they don't want to have to do work. This Revdex.com response is actually the first notification I've received that they were aware we cancelled and that any form of refund was planned. I would not recommend this company to anyone, the customer service is next to non existent
Sincerely,
*** ***

I reviewed the complaint #***and did find the customer in our databaseI have reached out to Mrs*** and explained the nature of my call and how I came to be with EcliptixNet and our progress over the last few yearsI obviously apologized for the prior lack of customer service she
encountered, and asked if there is anything I can do to help rectify the situation even though it is some three years laterMrs*** thanked me for the call and informed me they no longer even live in the state, but due to the call would certainly entertain the idea of giving us another try if they did move back

The customer is on the edge of the range for the tower he is connected to. The trees between him and the tower have grown up and more dense since the time of his install. The variable power function of his radio can no longer push through the trees to sustain a connection. The
trees in question are not on his property and stretch for miles to the tower. We can no longer provide service for him. He has since cancelled his service. Steps have been taken to refund his unused service that he paid for based on the June 14th date that he stated that this started. A check will be signed on the 23rd of this month and can't be any sooner because Rod B*** is on vacation at the time and will be back to sign checks on the 23rd

Mr***'s Service Agreement with EcliptixNet provides for a peak download speed of mb not the mb which Mr*** relatesThis is a maximum best effort speed not a guaranteed rate and the actual speed at any time will be influenced by overall usage on the network at the time
However, upon
receiving Mr***'s last Thursday I promptly relayed it to Customer SupportCustomer Support did find that his Customer Premise Equipment (CPE) was associating with the north sector of our site at Wright's Hill, instead of with the correct west sectorCustomer Service disabled the incorrect frequencies on his CPE and it properly associated with the west sectorThis appeared to give him a strong, stable signal and it appears from our monitoring his connection since then that his connection has continued to be strong and stableWe have verified that with the Customer

Mr***'s Service Agreement with EcliptixNet provides for a peak download speed of mb not the mb which Mr*** relatesThis is a maximum best effort speed not a guaranteed rate and the actual speed at any time will be influenced by overall usage on the network at the time
However, upon
receiving Mr***'s last Thursday I promptly relayed it to Customer SupportCustomer Support did find that his Customer Premise Equipment (CPE) was associating with the north sector of our site at Wright's Hill, instead of with the correct west sectorCustomer Service disabled the incorrect frequencies on his CPE and it properly associated with the west sectorThis appeared to give him a strong, stable signal and it appears from our monitoring his connection since then that his connection has continued to be strong and stableWe have verified that with the Customer

I was an Ecliptixnet customer previously. May of 2015 I experienced a loss of service for a total of six days while trying to run a business. I called repeatedly and left messages but not once during that time did anyone call back. About a week after service was reestablished the office manager (and seemingly only employee other than contract installation people!) called me to see if anyone had called me back about my service loss. I told her no one ever had. At this point I had already called and left yet another message that I was discontinuing my service. They are trying to run this business on a shoestring it appears and won't afford any real customer service.

I'm writing this finally as I just tried to call them again to see if they ever resolved any of their issues and only got their answering service! It doesn't appear anything has changed! Beware if you need the service to conduct business.

I have been a customer since this company first put in the wi-fi towers in our area. Before we were on dial-up. Are they a "perfect" company...no. Do they respond to breakdowns in the system in a timely manner...by all means. Are the speeds as advertised...yes, and even over what I am paying for. Am I satisfied customer...yes indeed. I wonder if the negative complaints are from those whose residences are in "fringe" area of line-of-sight tower coverages?

Review: We do not receive the service expected due to poor connectivity with the provider. Their technician came to our house to determine the cause of the poor service and discovered we were in a "dead zone" because of the trees surrounding our house. We should never had been connected in the first place. He said we should be able to visibly see the tower to receive adequate service, which we cannot. We have tried the suggestions they have given us such as disconnecting the equipment for a few minutes and then replugging it in. This is a temporary fix. We are not able to download files of any length such as updating our virus software, watch tutorials on U-Tube or other on line services. We called them on July 30th asking to discontinue our service. We received their voicemail and asked them to contact us on how to discontinue our contract with them. We then emailed them and wrote them a letter on August 3, 2015 asking them to contact us and tell us the process for discontinuing our service with them. Their contract says we must contact them in writing or email which we have done. It then says they have 5 business days to respond to us, but that we cannot discontinue the service until we receive written instructions from them. We pay in advance for this service so our current bill is for the month of August. We do not intend to pay this bill until we receive instructions from them on how to properly discontinue the service. We have disconnected all the equipment as of July 30, 2015 and have secured new internet service from Verizon. We now want to return their equipment to them but they are not responding to our phone calls, email or letter. We cannot find a physical address for them. Only to PO Box number.Desired Settlement: Written confirmation that this contract has been terminated and how to return the equipment.

Review: Good morning. This service is under my daughter and sons' name here at our rescue ranch; [redacted] & [redacted]. We run this ranch together, and have asked to lodge this complaint. The primary nature of the complaints are more than stated above. Bottom line this Company is not providing the service that we are paying for. Our internet (which we also use for business here on our Rescue Horse Alliance ranch, and more), has been down, or not as advertised via the payment we are paying and upgraded too. Download speeds are so low, or internet so bad, we can barely use it. It is believed through town that this ISP over-sold the product, and upon upgrading towers, incl. the one here in Springdale WA, they would remedy these issues. Other towers have been upgraded, this one has not. We have been told for just about a year now, that this would be done. ... and there is much more to the story, not for here, including rudeness and unprofessional attitude upon contact. Whomever answer the phone plays very dumb, and can barely answer any questions. Also this company is extremely hard to reach.

Currently, we are being informed that if we do not want to wait, as they have had nothing but issues repairing/upgrading out tower out here, we can just leave the service. They are not even offering a discounted price for the lack of service even though they know the issues exists, identified and acknowledged the problem. My son upgraded the service, and pays for that service, it's been months. It seems if there is a customer issue, just tell them to leave the service, and why not, Rep. [redacted] worked hard for our community to get a grant to get high-speed internet to our area, this is the company that apparently won the bid, sadly. At first, the service was okay. Slowly it has deteriorated, and now almost none. We have run tests on speeds, as we owned a Computer Store for years, so we are savvy, and I also think they have issues with that as well, as we've called them on the carpet, therefore the attitude also. "None of this is good business", ... and not right. We desire to support this as [redacted] worked hard to get this for us, ... and also as Volunteers in our community, we support. As you can see as well, this Company is not even in Stevens County, here. They have many issues and excuses as to why they have yet to upgrade the tower out here, ... yet if you check, you will see other towers, even in Colville are upgraded. Throughout last Spring 2013 all through summer, then I was told the tower had not been upgraded because of delivery of materials being an issue, Aug was the date it would be done. ... it is still not done, and internet speeds barely exist upon running tests. We also informed them that maybe their equipment here on our roof should be checked as well, ... they want to charge a heavy fee for this when it should be free. It is their equipment. They are aware. I delay as a business owner for years and years to bring this to anyone's attention and complain, but this has gone beyond reasonable. I have tried to remedy both issues with this Company. This is not possible as we are being told to just quit. We have not even got the service we've paid for the past year ???, I am going to send a note to [redacted] and update her completely. thank you.Desired Settlement: I am unsure as to the remedy of this situation. If this Company can not follow through with their obligations now that they have run out of grant monies, or ???, most certainly they have issues. a discount in service that is barely there, would have been a lovely thought and a good business move, ... as we really do want to support this in our community and should be able too. Apparently they can not upgrade this tower, and have not been able too. so, I do not know. We have waited a long time for the service we have been paying for. ... A refund on the upgrade my son ordered and paying for what little bit of service we are getting, would be appropriate as we wait. I would also like to have an assured date as to when this tower will be up and in service reasonably for the upgrade we pay for, as they have now given no date but to say, they are still goign to upgrade, ... and I would appreciate their equipment that is here on our roof, looked at. We've been very patient, and at this point, my networking, and business is affected far too much now and for much too long, besides the fact that bottom line, we are paying for a service we are not getting, and have been. Please note: My son and daughter are working and therefore dates are an approximate. thank you.

Business

Response:

This customer is located 3.5 miles from our closest tower site and does not have a direct line site – meaning, they are transmitting a low-powered wireless signal through a lot of trees and perhaps even houses, barns, or other outbuildings. For this reason they only qualified for residential service up to a burstable speed of 6Mbps. However, our records do show that we have contacted them throughout the years and we would find that the slow speed was usually caused by their own equipment; for example, too many devices trying to connect at once. Or they would have one device trying to do an update while another was trying to stream a movie. On a few occasions, our system would actually disconnect them due to their prohibited peer-to-peer file sharing usage. This type of traffic usage was strictly prohibited in their Residential Service Agreement since it overloaded the entire network. We have spent countless hours via phone troubleshooting with 3 different individuals that live at the service location, and about 80% of the time it was usually an issue on their end. On 6/27/2013 they did request for new equipment and they felt the problem with their service was caused by their customer premise equipment. We had to explain many times that this was caused by too many devices using the Internet connection from within their own private network. They continued to believe it was our equipment and they had requested to have a technician come out to trouble shoot their location and perhaps replace that equipment. We informed the customer that we had no problem doing so. However, when we told them it would be a standard service call cost of $65.00/hour plus equipment cost, the customer opted out from us making the service call. They made the claim that they felt it was our responsibility because it was our equipment. However, their 2yr service agreement had expired on 2/9/2011 and the equipment was only warrantied for the first 30 days from date of installation – an industry standard and expressly stated in the terms of their Service Agreement. We are happy to report that this complainant is still a customer of EcliptixNet’s and we have not heard from them since their service was upgraded to our new technology in June 2014.In our thorough review of these complaints, EcliptixNet realizes that our biggest downfall in the period between 2009 and 2013 was our ability to quickly respond to customer reports of service issues. This has been the main cause of these complaints, as well as other customers’ overall dissatisfaction with our customer service. Overall, we do understand that there have been many occasions where standards of customer service have not been upheld within our organizational structure and this has been, and will continue to be, resolved and worked on. With the upgrade to our network infrastructure technology in 2014, we implemented a new standard of conduct in regards to customer service and satisfaction. We now have partnered with a local 24-hour ce response center that will provide a personal interaction with our customers, or any potential customers, any time of day. All calls are greeted by a person who will then either take a message if after EcliptixNet’s business hours, or transfer the call to a sales, billing, or technical service representative if during business hours. We have also implemented a customer self-service portal and trouble-ticketing system. Going forward, EcliptixNet has accepted full responsibility for its lack of customer service and assure the Revdex.com that we have taken numerous steps to correct all past issues with this problem. In light of this, EcliptixNet is respectfully requesting a new evaluation of EcliptixNet’s rating with the Revdex.com.