Galaxy Broadband Communications Inc

Initial Business Response /* (1000, 5, 2015/09/03) */
This customer did encounter issues with his serviceHe changed his service level a number of timesHis issue was always the sameHe would use his daily allotment of bandwidth and hit the Fair Access PolicyThe Fair Access Policy is in
place to maximize overall performance and reduce slowdowns due to conditions of over-usageWith this, each user is provided a download allowance to prevent pattern-based slow down periods typically present with shared medium servicesGalaxy's service plans are designed to facilitate high performance internet for all of our users
A user would typically, never hit their capSome causes for using up bandwidth would be:
High quality streaming audio/video media
System and software updates (Windows/Mac updates, Antivirus, etc.)
File Transfer Protocols *** *** *** *** etc.)
Background applications which connect to internet/cloud services *** etc.)
Malicious Software (Viruses, Adware, Spyware, Malware, etc.)
Because this customer's issue was always the same, the trouble-shooting with the Technical Support group would be similarIt is incumbent upon the user to understand their internet needs and match a plan that best suits their usageGalaxy can determine whether the daily cap has been reached but due to privacy reasons, our technician could not tell the customer what used the bandwidth
When the customer opened his account, there was a discussion with regards to his usage and based on the information provided, he would have been set up with the appropriate accountEach plan has a price point depending on the bandwidth allotmentA download free period is also provided where they can automatically schedule updates and scans which would normally elarge amounts of the daily bandwidth allotmentThere are other plans available to accommodate specific needs but unless the customer understands their bandwidth usage, even with those plans, they will continue to encounter the same problems
This customer was repeatedly provided with the information necessary to work within the parameters of their planThis included tools he could use to monitor his bandwidth in an attempt to understand his usageHe signed a month contractWhen he cancelled, we further provided him with options which included an alternative to paying out the full months of his contractWe have yet to hear back from the customer with regards to our last discussion
Conclusion: Galaxy provided a service to the customerThe customer has to utilize the system within the boundaries of the contract and the plan that they purchaseGalaxy feels that they upheld their end of the contract providing the customer with the tools and information that any customer would need to utilize our serviceThe customer has a responsibility to avail themselves of the tools and information as wellWhen the customer decided he did not want our service any longer we provided him with an option in order for him to exit his contractual obligationsWe were working with the customer and then received this Revdex.com complaintThose options are still available to this customer
Initial Consumer Rebuttal /* (3000, 8, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
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Over three years, they never had a concern for there lack of performanceCustomer service is impossible to get hold of and as well never cared to solve the problems
Service often just did not work, often resorted to using our phone
Our alloted mb, often mysteriously dissappeared in a mater of minutes with all computers offWe would purchase tokens on their prehistiric system ( min process if it worked) to have them instantly evaporate
Truly, the worst organization we have ever dealt with!
Deliverables, and customer service...Truly a dissaster!