On 9/26/*** signed a two-year wireless service contract with GCI and received a new iPhone at the discounted price of $99.00. Along with the contract she also was given a 14-day trial period in which she could return the phone at no cost except a small restocking fee. On the
contract *** signed is the following statement: "I have read, understand, and accept the below-stated terms and conditions of this contract. I acknowledge that full terms and conditions can be found at http://www.gci.com/about/wireless-policies." The terms and conditions of service that *** acknowledged state in part: “It is your responsibility to assess whether the actual coverage at your location is acceptable to you for purposes of using our service and you acknowledge that there may be service outages, limitations, and interruptions at your locationWe are not liable for service outages, nor for service limitations or interruptions.” *** can cancel her wireless service at any time and pay the early termination fees described in her contract if she wishes to establish service with a different provider
Complaint: ***I am rejecting this response because:I am going to accept this response, although I don't like it.Can I at least get my contract with gci cancelled? I wont be needing the service because all I used it for was *** ***
Since the May 16, invoice ***’s account has been credited $as a courtesy for service related issues. There is currently an open trouble ticket waiting for further input from *** in order to troubleshoot further. No further credits are warranted at this time
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
GCI did assist *** over the phone in installing the SIM card into the MifI. However, since it was over the phone, inserting it properly required *** to accurately follow the instructions given as well as all printed/diagrammed instructions. GCI would not have instructed her to forcibly insert the SIM card sidways which how it was returned to GCI. *** is soley responsible for the damaged MiFi
*** mobile Internet broadband usage is neither anomalous (irregular, abnormal) nor could it be considered a spike but rather it is his pattern of usage since first signing up for mobile broadband service on June 19, 2015. *** first invoice dated June 26, showed 9GB of
usage in his first days of service. Since then, subsequent monthly invoicesshowed usage at 42GB, 36GB, and 28GB in that order. GCI did apply a courtesy credit of $to Brian’s July 26th invoice and a $courtesy credit to his August invoice. On October 4th *** upgraded their wireless broadband plan from 10GB to 20GB. Since GCI does not control how a customer uses their Internet service we can only educate them on how to monitor their own usage
Sir/Ma'am,
Then I guess the email sent to your company on a reply 11AUGmust not have been read by anyoneI'll send you a screen shoot and forward the email again if that helps youAccount number ***
mplaint: ***I am rejecting this response because:Sincerely,*** ***
***’s complaint is both incomplete in the information he provided and inaccurate in his accusations against Lawrence. In addition, GCI will not discuss personnel matters with individuals outside the company except to say that in this case Lawrence did absolutely nothing wrong. ***’s
misunderstanding of the information provided does not change the facts. The deadline given to change his services was absolutely correct. All GCI accounts must be updated by the end of this month in order to prepare our systems to flow into the new billing system and provide adequate time for testing and refining before the new system comes online in the first quarter of 2018. This is the information given to ***. *** also did not mention in his complaint that in updating his account to service plans that will flow into the new billing system Lawrence was able to help him take advantage of some discounts for his wireless service. Unfortunately, some other discounts that *** had been receiving but was not eligible for had to be removed from his account
***’s complaint leaves out two important facts about his Internet service. The first is that his Internet package comes with GB of included data usage. Only after he has used all the included data is his service slowed down. Secondly, when he has reached 100% of his data
for the month, he has three options: he can choose to buy an additional data bucket and resume the higher plan speed; he can upgrade to a different No Worries plan that better meets his needs; He can keep his current plan and continue to use the Internet at a slower level of service (less than MBPS) without any overage charges regardless of the additional data used for the remainder of the billing cycle. With the last option, the higher plan speed will resume at the start of the next billing cycle
Complaint: ***I am rejecting this response because:GCI needs to update both complaints from the Revdex.com and the FCCThe public should be aware of these questionable business practicesSincerely,*** ***
GCI Cell Desk was able to remotely remove the call forwarding *** had set on her phone. GCI verified with *** that the issue was resolved. *** also indicated that there were additional service issues that she wanted GCI to look into. A trouble ticket was opened
and GCI will be working with her to resolve those issues
According to GCI records Lourdes was informed by GCI in April the she still had not returned one of the GCI cable boxes issued to her. The billing she references in her complaint is for that unreturned equipment
***'s debt was legitimately sent to collections after he used but did not pay for GCI services. His credit record accurately reflects that reality. GCI will not be requesting any changes be made
Ms*** has filed this same complaint with the FCC. The FCC has given GCI until 10/16/to reply to the complaint and provide Ms*** a copy of our reply. GCI will not be providing any further reponses to this complaint thru the Revdex.com.Due Date: 10/16/2015Serve Date: 09/16/2015***Link
to Ticket: ***Subject: Unauthorized debits by General Communications Inc (GCI)Tags: alaska billing_internet cable_internet carrier_response_pendingno_filing_on_behalf otherEmail: ***@gmail.comMethod: - -Issue:- -Number subject to complaint: Company Name: Other Company Name: General Communications Inc (GCI)Account #: First: ***Last: ***Address: *** *** **City: AnchorageState: alaska Zip: 99508Phone where to be contacted: ***Filing on Behalf of Someone: NoRelationship: First Name: Last Name:Serve Status: carrier_response_pendingTicket Information:*** *** *FCC Complaints) Sep 16, 11:AM Private note Please usethe Macro called "Closure Response to FCC" when you are ready torespondThisconstitutes a notice of informal complaint filed with the FCC against yourcompanyYour response to the consumer (with a copy to the FCC) is due nolater than days from the date of this noticeFor moreinformation on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.If you haveany questions regarding this notice, please contact the FCC at ***@fcc.gov *** Sep 15, 2:PM *** was not signed in when this comment was submitted.Learn more Please seeattached document for full detailsGCI performed an unauthorized debitfrom my bank account when I do not have service with GCIAttachment(s)GCI_***_***.docxYouare an agentAdd a comment by replying to this email or viewticket in ZendeskTicket #***StatusOpenRequester*** CCs-GroupGCI Communications Corp.Assignee-Priority-TypeTicketChannelWeb Form This email is a service from FCC ComplaintsDelivered by Zendesk
Per GCI records *** on September 16, *** called GCI Customer Service and requested that both her cell phones be changed from nationwide plans that included roaming to Alaska only plans that did not. The additional charges *** incurred were for roaming outside of Alaska.
Although all the charges are valid, when *** contacted Customer Service again on December 23, the GCI representative credited her account $as a courtesy for confusion over roaming charges. A refund to her credit card was processed the next day
*** had services activated on March 5th,2015. Services were suspended on 5/4/due to nonpayment. Invoices were mailed to the address provided by the customer in March, April, May, June & July GCI didn’t receive any return mail from the post office and there was
no contact from the customer requesting a balance or notifying GCI that an invoice hadn’t been received Regardless of not receiving a bill, the customer was aware they were receiving services and never attempted to contact GCI to make a payment even after service was suspended
The account was turned over to Cornerstone Credit Services on 7/10/in the amount of $366.17. This balance is for service from 3/5/2015-5/4/and includes taxes, late fees and the unreturned cable box charge ($150.00). When the customer returns the cable box, GCI would credit off the box charge. The customer can contact GCI at 1-800-800-to obtain the serial number of the missing box or they can contact Cornerstone Credit Services at 1-877-375-to submit a payment for the services GCI provided. The current balance at Cornerstone maybe be more than $due to interest charges from Cornerstone
GCI troubleshooting with *** showed that he is receiving the level of service he is paying for. Whether or not any upgrades will ever be planned/completed for *** is a GCI business decision
Unfortunately *** complaint fails to mention that he was informed as far back as May that his location was on the edge of serviceability. In July of this year he requested to disconnect his Internet service because of the quality of service and requested a letter so that he could get
a subsidy for Internet service with *** *** On 7/15/*** informed *** to disregard the letter as *** *** was not available at his location and continued his Internet service with *** *** is well aware of the limitations of the service being provided and is also aware it cannot be improved upon due to their location. Courtesy credits were provided in July, however, if he chooses to continue with the service it is “as is” and no further courtesy credits will be provided for quality of service issues
On 9/26/*** signed a two-year wireless service contract with GCI and received a new iPhone at the discounted price of $99.00. Along with the contract she also was given a 14-day trial period in which she could return the phone at no cost except a small restocking fee. On the
contract *** signed is the following statement: "I have read, understand, and accept the below-stated terms and conditions of this contract. I acknowledge that full terms and conditions can be found at http://www.gci.com/about/wireless-policies." The terms and conditions of service that *** acknowledged state in part: “It is your responsibility to assess whether the actual coverage at your location is acceptable to you for purposes of using our service and you acknowledge that there may be service outages, limitations, and interruptions at your locationWe are not liable for service outages, nor for service limitations or interruptions.” *** can cancel her wireless service at any time and pay the early termination fees described in her contract if she wishes to establish service with a different provider
Complaint: ***I am rejecting this response because:I am going to accept this response, although I don't like it.Can I at least get my contract with gci cancelled? I wont be needing the service because all I used it for was *** ***
Since the May 16, invoice ***’s account has been credited $as a courtesy for service related issues. There is currently an open trouble ticket waiting for further input from *** in order to troubleshoot further. No further credits are warranted at this time
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
GCI did assist *** over the phone in installing the SIM card into the MifI. However, since it was over the phone, inserting it properly required *** to accurately follow the instructions given as well as all printed/diagrammed instructions. GCI would not have instructed her to forcibly insert the SIM card sidways which how it was returned to GCI. *** is soley responsible for the damaged MiFi
*** mobile Internet broadband usage is neither anomalous (irregular, abnormal) nor could it be considered a spike but rather it is his pattern of usage since first signing up for mobile broadband service on June 19, 2015. *** first invoice dated June 26, showed 9GB of
usage in his first days of service. Since then, subsequent monthly invoicesshowed usage at 42GB, 36GB, and 28GB in that order. GCI did apply a courtesy credit of $to Brian’s July 26th invoice and a $courtesy credit to his August invoice. On October 4th *** upgraded their wireless broadband plan from 10GB to 20GB. Since GCI does not control how a customer uses their Internet service we can only educate them on how to monitor their own usage
Sir/Ma'am,
Then I guess the email sent to your company on a reply 11AUGmust not have been read by anyoneI'll send you a screen shoot and forward the email again if that helps youAccount number ***
mplaint: ***I am rejecting this response because:Sincerely,*** ***
***’s complaint is both incomplete in the information he provided and inaccurate in his accusations against Lawrence. In addition, GCI will not discuss personnel matters with individuals outside the company except to say that in this case Lawrence did absolutely nothing wrong. ***’s
misunderstanding of the information provided does not change the facts. The deadline given to change his services was absolutely correct. All GCI accounts must be updated by the end of this month in order to prepare our systems to flow into the new billing system and provide adequate time for testing and refining before the new system comes online in the first quarter of 2018. This is the information given to ***. *** also did not mention in his complaint that in updating his account to service plans that will flow into the new billing system Lawrence was able to help him take advantage of some discounts for his wireless service. Unfortunately, some other discounts that *** had been receiving but was not eligible for had to be removed from his account
***’s complaint leaves out two important facts about his Internet service. The first is that his Internet package comes with GB of included data usage. Only after he has used all the included data is his service slowed down. Secondly, when he has reached 100% of his data
for the month, he has three options: he can choose to buy an additional data bucket and resume the higher plan speed; he can upgrade to a different No Worries plan that better meets his needs; He can keep his current plan and continue to use the Internet at a slower level of service (less than MBPS) without any overage charges regardless of the additional data used for the remainder of the billing cycle. With the last option, the higher plan speed will resume at the start of the next billing cycle
Complaint: ***I am rejecting this response because:GCI needs to update both complaints from the Revdex.com and the FCCThe public should be aware of these questionable business practicesSincerely,*** ***
GCI Cell Desk was able to remotely remove the call forwarding *** had set on her phone. GCI verified with *** that the issue was resolved. *** also indicated that there were additional service issues that she wanted GCI to look into. A trouble ticket was opened
and GCI will be working with her to resolve those issues
According to GCI records Lourdes was informed by GCI in April the she still had not returned one of the GCI cable boxes issued to her. The billing she references in her complaint is for that unreturned equipment
***'s debt was legitimately sent to collections after he used but did not pay for GCI services. His credit record accurately reflects that reality. GCI will not be requesting any changes be made
GCI has been in contact with *** and expects to have the cable buried by Friday July 31st
Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I have yet to receive a call from them
Ms*** has filed this same complaint with the FCC. The FCC has given GCI until 10/16/to reply to the complaint and provide Ms*** a copy of our reply. GCI will not be providing any further reponses to this complaint thru the Revdex.com.Due Date: 10/16/2015Serve Date: 09/16/2015***Link
to Ticket: ***Subject: Unauthorized debits by General Communications Inc (GCI)Tags: alaska billing_internet cable_internet carrier_response_pendingno_filing_on_behalf otherEmail: ***@gmail.comMethod: - -Issue:- -Number subject to complaint: Company Name: Other Company Name: General Communications Inc (GCI)Account #: First: ***Last: ***Address: *** *** **City: AnchorageState: alaska Zip: 99508Phone where to be contacted: ***Filing on Behalf of Someone: NoRelationship: First Name: Last Name:Serve Status: carrier_response_pendingTicket Information:*** *** *FCC Complaints) Sep 16, 11:AM Private note Please usethe Macro called "Closure Response to FCC" when you are ready torespondThisconstitutes a notice of informal complaint filed with the FCC against yourcompanyYour response to the consumer (with a copy to the FCC) is due nolater than days from the date of this noticeFor moreinformation on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.If you haveany questions regarding this notice, please contact the FCC at ***@fcc.gov *** Sep 15, 2:PM *** was not signed in when this comment was submitted.Learn more Please seeattached document for full detailsGCI performed an unauthorized debitfrom my bank account when I do not have service with GCIAttachment(s)GCI_***_***.docxYouare an agentAdd a comment by replying to this email or viewticket in ZendeskTicket #***StatusOpenRequester*** CCs-GroupGCI Communications Corp.Assignee-Priority-TypeTicketChannelWeb Form This email is a service from FCC ComplaintsDelivered by Zendesk
Per GCI records *** on September 16, *** called GCI Customer Service and requested that both her cell phones be changed from nationwide plans that included roaming to Alaska only plans that did not. The additional charges *** incurred were for roaming outside of Alaska.
Although all the charges are valid, when *** contacted Customer Service again on December 23, the GCI representative credited her account $as a courtesy for confusion over roaming charges. A refund to her credit card was processed the next day
*** had services activated on March 5th,2015. Services were suspended on 5/4/due to nonpayment. Invoices were mailed to the address provided by the customer in March, April, May, June & July GCI didn’t receive any return mail from the post office and there was
no contact from the customer requesting a balance or notifying GCI that an invoice hadn’t been received Regardless of not receiving a bill, the customer was aware they were receiving services and never attempted to contact GCI to make a payment even after service was suspended
The account was turned over to Cornerstone Credit Services on 7/10/in the amount of $366.17. This balance is for service from 3/5/2015-5/4/and includes taxes, late fees and the unreturned cable box charge ($150.00). When the customer returns the cable box, GCI would credit off the box charge. The customer can contact GCI at 1-800-800-to obtain the serial number of the missing box or they can contact Cornerstone Credit Services at 1-877-375-to submit a payment for the services GCI provided. The current balance at Cornerstone maybe be more than $due to interest charges from Cornerstone
GCI troubleshooting with *** showed that he is receiving the level of service he is paying for. Whether or not any upgrades will ever be planned/completed for *** is a GCI business decision
Unfortunately *** complaint fails to mention that he was informed as far back as May that his location was on the edge of serviceability. In July of this year he requested to disconnect his Internet service because of the quality of service and requested a letter so that he could get
a subsidy for Internet service with *** *** On 7/15/*** informed *** to disregard the letter as *** *** was not available at his location and continued his Internet service with *** *** is well aware of the limitations of the service being provided and is also aware it cannot be improved upon due to their location. Courtesy credits were provided in July, however, if he chooses to continue with the service it is “as is” and no further courtesy credits will be provided for quality of service issues