Empire Access

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

I have resolved this dispute with the customer I contacted the customer, explained their statements and issued credit to their satisfactionBrenda SCustomer Billing Manager Empire Access

Consumer stated that complaint has been resolved

***, *** *** is a DSL customer in our area in Rural PennsylvaniaWe have not had any trouble report from her since MayI have instructed our technicians to take another look at her line and make sure everything looks goodWe have received complaints from her in the past and the field
tech found devices on her home network were causing slow speedsWe are not charging any additional price for the higher speeds that we are giving her and she is provisioned for 12/and is only paying the standard 5/rateHer reference to Fiber service in *** NY is being provided by *** *** and not North Penn TelephoneAlthough a fiber build in the rural areas that North Penn serves, is a very expensive undertaking we are doing everything we can to get these services to our customersI have our outside plant engineers looking at what it would take to build fiber along route *** in the area that serves Ms***This would involve about miles of fiber build at a cost of to thousand dollars per mileAlthough this overbuild will not happen overnight, we will do everything we can to deliver the service that Ms*** is expectingFrank

This is the same customer complaint that we responded to back in JuneWe gave the customer a credit and reduced her monthly bill so she was not paying for a faster service that we could not deliverOur Technicians have been trying unsuccessfully to reach the customer so that we could change the
way she is provisioned to eliminate the bottleneck that is slowing her down in the eveningThat change is going to happen today whether we reach her or notThe question about the WiFi and Ethernet being the same, is yes they areWe deliver a pipe to the subscriber and they choose how they use that pipeHardwired Ethernet or Wireless WiFi is up to the customerAs you know there is no such thing as a Monopoly in the telephone or ISP businessWe are in a rural area that has too few customers for any other companies to even look atWe are delivering services that would not exist if this were a Verizon areaWe are working hard to get these issue resolved and hope the customer sees some improvement immediately

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Consumer stated that complaint has been resolved.

I have resolved this dispute with the customer.  I contacted the customer, explained their statements and issued credit to their satisfaction. Brenda S. Customer Billing Manager Empire Access