G L W Broadband

Consumer was contacted via phone and stated the company came out and hooked everything back up and has resolved the situation

From: [email protected] [mailto:[email protected]] Sent: Monday, April 11, 4:PMTo: [email protected]: Website: Complaint Response
Business Response to a Complaint
Complaint ID#:
***
Company Name:
GLW Broadband Inc
Company Contact:
Joel
L***
Company Phone:
440-926-
Company Email:
[email protected]
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
The issue is the customer called GLW to disconnect cable TV and continue internet, the work order by the customer service agent confirms thisThe customers never returned the internet modem which was property of GLW and customer signed when they were installed that if internet is cancelled this must be returned and was notBy this not being returned it confirmed the customer service work order to discontinue cable and continue Internet which is what happenedCustomer came to my office and told me and customer service agents he wanted to use GLW for internet and I said I would place a credit on the address of the original service so internet monthly would be credited until the credit is usedI explicitly said this had to be on the service address no another addressHe called the next day and tried to put his name and credit on his daughter account, we would not allow thatThe credit I issued should not have been issued in the first place, I went out of the way to give him credit when he never cancelled service or returned modemI was willing to work with the customer on the original address when he was billed correctly for serviceThe work orders are correct, the customer never cancelled internet and also never returned internet equipment meaning he didn't cancel internet serviceI should not have issued any credit but he stated he wanted to use internet service so I applied a credit to that account only and he knew that
Sent on: 4/11/4:56:PM
Sent by:

Consumer was contacted via phone and stated the company came out and hooked everything back up and has resolved the situation.

I have had no problem with GLW or my internet. I just wish bill pay was easier. It is confusing to me. This morning I went all the way through the process and then got a message there was a problem, check back later. Now I don't know if my bill is paid or not.

Review: We had our internet service cut after an incident in which we were accused and were given no way of defending ourselves or told exactly what we did. I am most certain that whatever it is a misunderstanding, or a mistake on their end. We were cut on November 24th, 2012 at approximately 4:30 PM. We have since tried to make contact with the company with calls and have had no calls returned. On the Saturday in question manager of the company Joel Large called and said we were being cut but gave you specific reason on the phone and said we could pick up a copy of the activity report Monday with the said reason(s) as to why we were cut. On I proceeded to the place of business to pick the report, when I arrived I was told by the receptionist that Mr.Large has to sign off on any reports given out and he was not there. I feel we have been handled very unprofessionally and have been wrongfully mistreated as we were a paying customer. Where we live they are the only ISP available, and my grandson who lives with me is involved in a school class which requires a home internet connection. In just the matter of a week his grade in the class has taken a slight dip. He had been going to the library and doing what he could but it is not enough. The ISP also disabled our email accounts which has made it extremely difficult for me to keep in contact with the other board members I serve with on the [redacted] with.Desired Settlement: I am seeking to have internet connection restored as soon as possible, that is the only settlement I am seeking. I am not seeking an apology or a discount of bill as a result of cut service, just that service is restored.

Business

Response:

The customer was disconnected for illegal theft of service. When the customer was

contacted regarding this he indicated his grandson was the one responsible.

His grandson was warned three (3) separate times and on the fourth(4th) confirmed warning we could no longer service the customer.

We have apology letters on file from the grandson and he also tried to bribe an employees relative to get the internet turned back on, knowing he was the cause for the disconnection of service.

This is the absolute worst customer service I have ever experienced anywhere. I have had nothing but negative experiences in every interaction with this company and I have only had them for three weeks! My cable has stopped working yet again (third time) and they are trying to tell me that my kids must have changed my television settings... I have no children here. They say they need to charge you for a service call if they have to come out to fix their cable! It's unbelievable. I cannot get rid of them fast enough.

Review: I recently had financial issues which resulted in disconnection of service which I quickly payed to restore service. Now my service is absolutely horrible constant lag very poor internet and connectivity. I contacted the service and IT dept and nothing was resolved. I then got a phone call from the president of the company who said there was nothing to be done and to just deal with it. I don't understand why it was fine before and now it's not. I guess due to my disconnection I'm being penalized with poor service. I feel for the amount I pay a month my service should be fixed.Desired Settlement: I want my internet fixed without excuses and attitude I've already dealt with!

Business

Response:

This customer had been given a special con?guration after a discussion with the GeneralManager, at no extra cost, as a consideration so that he could play his gaming system through theinternet. He started getting behind on his bill and once his balance exceeded $300, which was 4months past due, he was disconnected. After the customer paid the balance due he wasreconnected that same day, with the con?guration he was paying for even though we are nolonger offering that same speed to customers at this time, and was told we could no longer offerhim the special con?guration.I have attached speed tests the customer performed, along with the speed descriptions per ourwebsite, which clearly show he is getting the speed he is paying for.Broadband Turbo » $54.95/monthTemporarily Unavailable» Up to 12Mbits Downstream» 1.5Mbits Upstream» Up to 3 email accounts» "Always On" connectivity» Broadband Cable Modem» Free Installation!*see chart on original document*Please let us know if you have any further questions. Sincerely,[redacted]General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] Actually I was only a month late on my bill I had cable but dropped the cable due to all my shows constantly pixeling out and all the speed tests I have done have all been below 10 mbps. Everyone I contact them to fix it they tell me it's my router but yet that's even when I do one with the router removed only using the modem. And finally not only do I have connectivity issues but so does my neighbor.

Business

Response:

The customer did drop his cable in February 2015, which brought his monthly billing down. The balancedue on the account at that time compared to the amount he was being billed for internet was equal to 4months past due. He has not had a zero balance on his account since Oct 2014.After he called and spoke to the manager regarding his router, he was offered to purchase a $95 routerfrom us at a discount for $50, which he never even picked up.The speed we offer is up to 12MB, which can vary depending on time of day, the website you are on. orwhat you are doing with the internet. Per the speed tests he ran that we sent with our previous responsethis customer was not only receiving, but exceeding those speeds. I have included a copy of these speedtests that he ran himself along with this letter also which clearly show he is getting the speed he is payingfor.Please let us know if you have any further questions.Sincerely,[redacted]General Manager