[redacted] complaint is factually incorrect and fails to include all of the pertinent facts The ACS number she references ( [redacted] in her complaint was for pre-paid GSM service with ACS and was disconnected in Feb when it ran out of pre-paid funds The number that had an unlimited data package ( [redacted] ) was activated with GCI in August as new service The unlimited data plan was grandfathered in September GCI does not currently offer any unlimited wireless data plans In addition, in accordance with our Terms and Conditions of Wireless Service, GCI sent multiple notifications to [redacted] via letter and text messages to inform her that GCI was decommissioning the CDMA network in November that her service was currently on and if she wanted to keep her service with GCI she would need to move it from the old CDMA wireless platform to the GCI GSM wireless platform as well as select a new wireless service plan Beginning around October 22nd GCI also attempted numerous telephone contacts with [redacted] to follow up on the letters and textsMany of these calls resulted in her answering the phone and then immediately hanging up Nevertheless, [redacted] has been verbally informed since October what her options were in regard to wireless service with GCI The phone referenced in the GCI letter to [redacted] was an GB phone but unfortunately our web site had an error showing the wrong information about the phone Because of this, GCI offered [redacted] at least three other phones all of which she found a reason to decline GCI has worked with [redacted] for over a month now and all attempts to resolve her complaint have been rejected The CDMA network has now been decommissioned as planned and GCI does not offer any unlimited data plansAt this point, the only option left for [redacted] is to accept the Samsung J8GB phone originally offered by GCI along with a current GCI data plan or find another carrier that can better suite her needs There are no other options available to her now
***’s unfounded complaints are completely without merit ***’s Lifeline account call records, as shown on his monthly invoices, do not support his claims of inactivity due to failure of service going back to In fact, the invoices show regular usage until shortly before his service was disconnected Further, the Lifeline rules he seemingly refers to regarding non-use of service apply to prepaid service only, not the paid in advance service he elected for his account In addition, GCI Lifeline service does not have any service contract GCI did eventually disconnect ***’s Lifeline once he properly verified himself as the account owner per FCC CPNI rules For Internet service speed GCI’s Terms and Conditions of Service clearly state that customers can expect “up to” the advertised speed There are far too many variables, many of which GCI has no control over, to guarantee any one speed Again, GCI records of trouble calls from [redacted] do not bear out his story ***’s account is noted that when he talked to GCI about getting a free Apple TV or Roku he was informed that a credit check was required and he declined to complete one ***’s allegations about data usage tracking by GCI are unsubstantiated GCI had no hand in setting up or his home network and does not control how it was used Due to non-payment for services rendered [redacted] currently has no active GCI services
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: GCI has not provided anything that was requested All they can say is they stand by their equipment but, can not provided any details on how they actually monitor data usage Sincerely, [redacted]
***’s mifi service (wireless Internet) is on the exact same service plan she was subscribed to with ***, GB for $ The difference is that [redacted] chose not to charge for using more data than included in the plan and GCI bills for all usage***’s last six months of data usage before switching to the GCI service averaged over GB per month
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
Complaint: [redacted] !This is not my complete response Please inform me of how many days I have to respond However, my immeditate--but not yet complete--response is: I am rejecting this response because: GCi has stated incorrect factual informationVery early on it was mutually decided that much of the communication would take place by email I will copy the Revdex.com on all of these numerous emails between me and GCI Customer Servive representatives and also GCI Customer Advocate, Phil L [redacted] All GCI CDMA service to all GCI CDMA phones, including my year old CDMA service to my year old original GCI purchace, Samsung Galaxy (1)with unlinited data, was permanently discontinued by GCI I need to have the Revdex.com request from GCI all of my service records and Customer Service representative(s) telephone notes for both of my GCI phones Phone #! is the GCI CDMA phone and service Phone #is the ACS(GSM) pnone and service transferred to GCI(GSM) during the GCI buyout of ACS My ACS service to GSI servie phone still had about $on account as of arpxNovember 7, 2016, when it was suddenly, without notice, disconnected from th GCI(GSM) network inviolation of the GCI to ACS Transition Plan I will write more later and copy to Revdex.com the emails beteween me and GCI It is now 3:pm on 12/07/ I have been writing for almost minutes and the warning from Revdex.com to finish writing is coming up Sincerely, [redacted]
To date, GCI has left no less than call back messages at the contact number [redacted] provided with her complaint If she has not received them as she claims then she should call 1-800-800-(GCI Customer Service) and ask to speak with Prescott to get this complaint resolved
Complaint: [redacted] I am rejecting this response because: We were lied to by a technician that GCI was in the process of updating their equipment and our signal was going to improve When we mentioned this to [redacted] they denied this was the caseWe have had speeds upwards of Meg'sThis always happens after a visit by a technicianIf we are out of the service area then how was this possible? After a day or two the signal always drops below a MegIf [redacted] Utility was convinced that we are out of their service range then how could they in good conscience charge us $per month for the past years for a meg connection that we could not reliably maintain? This is fraud, is it not? We have been customers for over yearsHow is it that we have been informed only since July that we are out of the service areaWhy are they currently providing service to neighbors, one of which is farther away from the tower than we are? I have never dealt with such a deceitful, rude, and incompetent business and paid so much for the privilegeGCI who has been subsidized by the Federal government to provide high speed rural internet needs to question the substandard service that their recently acquired company, [redacted] , is providing.Sincerely, [redacted] [redacted]
[redacted] ’s complaint fails to mention that she consistently exceeds her data plan and previous credits she has received for upgrading when she does She also did not mention that GCI utilizes various educational means to clearly inform customers about gauging their bandwidth needs and options, as well as tools to estimate and measure their actual usage but that she has continually declined to utilize them GCI did agree to credit half ($55.00) of her current overage, strictly as a courtesy to her for upgrading No further credits will be offered
When [redacted] financed a new phone through GCI on February 21, he also included handset insurance with his purchase The information given to him at that time, both verbally and in writing is that the handset insurance has a $deductible which is still far less expensive than paying full retail value to replace his phone This information is also on the GCI web site at http://www.gci.com/wireless/protection
Complaint: [redacted] I am rejecting this response because: It is a cop-outGCI is federally subsidized to provide high speed internet to rural areasThey are doing nothing to update their equipment to provide this serviceThey are taking the money but not providing the proper serviceThey are not living up to the expectations of the subsidiesRight now I am forced to accept this inferior service because I have no other recourseI live in the very rural area that this Federal Grant is supposed to address.Sincerely, [redacted]
The credit check referenced by [redacted] in his complaint was done on December 29, (not 2015) when he first signed up for GCI wireless service Either [redacted] credit report is in error or he misread the information on it No other credit reports have been completed by GCI since
Complaint: [redacted] I am rejecting this response because: I had called multiple times about the issue on not receiving the data alerts and only one of the calls was actually recorded, I don't understand why none of my previous calls were even notedI'm assuming that since only that one call had been recorded that the email to their tech team had never been sent eitherI had been told to try the app that they offer to view data usage on my plan and it wouldn't work Not having very good cell service at my home was not the main basis on my complaint, that was just another issueI did switch carriers after I had talked to a supervisor in their customer service department and been told that there was nothing that they could do to resolve the issuesI refuse to stay with a cellular company that gives me multiple issues and doesn't do a very good job at resolving themSincerely, [redacted]
GCI stands by the accuracy and completeness of our previous response We have fully addressed [redacted] complaint and have nothing further to add
[redacted] complaint is factually incorrect and fails to include all of the pertinent facts The ACS number she references ( [redacted] in her complaint was for pre-paid GSM service with ACS and was disconnected in Feb when it ran out of pre-paid funds The number that had an unlimited data package ( [redacted] ) was activated with GCI in August as new service The unlimited data plan was grandfathered in September GCI does not currently offer any unlimited wireless data plans In addition, in accordance with our Terms and Conditions of Wireless Service, GCI sent multiple notifications to [redacted] via letter and text messages to inform her that GCI was decommissioning the CDMA network in November that her service was currently on and if she wanted to keep her service with GCI she would need to move it from the old CDMA wireless platform to the GCI GSM wireless platform as well as select a new wireless service plan Beginning around October 22nd GCI also attempted numerous telephone contacts with [redacted] to follow up on the letters and textsMany of these calls resulted in her answering the phone and then immediately hanging up Nevertheless, [redacted] has been verbally informed since October what her options were in regard to wireless service with GCI The phone referenced in the GCI letter to [redacted] was an GB phone but unfortunately our web site had an error showing the wrong information about the phone Because of this, GCI offered [redacted] at least three other phones all of which she found a reason to decline GCI has worked with [redacted] for over a month now and all attempts to resolve her complaint have been rejected The CDMA network has now been decommissioned as planned and GCI does not offer any unlimited data plansAt this point, the only option left for [redacted] is to accept the Samsung J8GB phone originally offered by GCI along with a current GCI data plan or find another carrier that can better suite her needs There are no other options available to her now
***’s unfounded complaints are completely without merit ***’s Lifeline account call records, as shown on his monthly invoices, do not support his claims of inactivity due to failure of service going back to In fact, the invoices show regular usage until shortly before his service was disconnected Further, the Lifeline rules he seemingly refers to regarding non-use of service apply to prepaid service only, not the paid in advance service he elected for his account In addition, GCI Lifeline service does not have any service contract GCI did eventually disconnect ***’s Lifeline once he properly verified himself as the account owner per FCC CPNI rules For Internet service speed GCI’s Terms and Conditions of Service clearly state that customers can expect “up to” the advertised speed There are far too many variables, many of which GCI has no control over, to guarantee any one speed Again, GCI records of trouble calls from [redacted] do not bear out his story ***’s account is noted that when he talked to GCI about getting a free Apple TV or Roku he was informed that a credit check was required and he declined to complete one ***’s allegations about data usage tracking by GCI are unsubstantiated GCI had no hand in setting up or his home network and does not control how it was used Due to non-payment for services rendered [redacted] currently has no active GCI services
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: GCI has not provided anything that was requested All they can say is they stand by their equipment but, can not provided any details on how they actually monitor data usage Sincerely, [redacted]
***’s mifi service (wireless Internet) is on the exact same service plan she was subscribed to with ***, GB for $ The difference is that [redacted] chose not to charge for using more data than included in the plan and GCI bills for all usage***’s last six months of data usage before switching to the GCI service averaged over GB per month
Mr [redacted] also filed this same complaint with the Alaska Attorney General's office GCI will be responding to his complaint through them
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
Complaint: [redacted] !This is not my complete response Please inform me of how many days I have to respond However, my immeditate--but not yet complete--response is: I am rejecting this response because: GCi has stated incorrect factual informationVery early on it was mutually decided that much of the communication would take place by email I will copy the Revdex.com on all of these numerous emails between me and GCI Customer Servive representatives and also GCI Customer Advocate, Phil L [redacted] All GCI CDMA service to all GCI CDMA phones, including my year old CDMA service to my year old original GCI purchace, Samsung Galaxy (1)with unlinited data, was permanently discontinued by GCI I need to have the Revdex.com request from GCI all of my service records and Customer Service representative(s) telephone notes for both of my GCI phones Phone #! is the GCI CDMA phone and service Phone #is the ACS(GSM) pnone and service transferred to GCI(GSM) during the GCI buyout of ACS My ACS service to GSI servie phone still had about $on account as of arpxNovember 7, 2016, when it was suddenly, without notice, disconnected from th GCI(GSM) network inviolation of the GCI to ACS Transition Plan I will write more later and copy to Revdex.com the emails beteween me and GCI It is now 3:pm on 12/07/ I have been writing for almost minutes and the warning from Revdex.com to finish writing is coming up Sincerely, [redacted]
To date, GCI has left no less than call back messages at the contact number [redacted] provided with her complaint If she has not received them as she claims then she should call 1-800-800-(GCI Customer Service) and ask to speak with Prescott to get this complaint resolved
Complaint: [redacted] I am rejecting this response because: We were lied to by a technician that GCI was in the process of updating their equipment and our signal was going to improve When we mentioned this to [redacted] they denied this was the caseWe have had speeds upwards of Meg'sThis always happens after a visit by a technicianIf we are out of the service area then how was this possible? After a day or two the signal always drops below a MegIf [redacted] Utility was convinced that we are out of their service range then how could they in good conscience charge us $per month for the past years for a meg connection that we could not reliably maintain? This is fraud, is it not? We have been customers for over yearsHow is it that we have been informed only since July that we are out of the service areaWhy are they currently providing service to neighbors, one of which is farther away from the tower than we are? I have never dealt with such a deceitful, rude, and incompetent business and paid so much for the privilegeGCI who has been subsidized by the Federal government to provide high speed rural internet needs to question the substandard service that their recently acquired company, [redacted] , is providing.Sincerely, [redacted] [redacted]
GCI contacted [redacted] to troubleshoot the service issues with his Internet service and resolve his complaint
As a courtesy to [redacted] , GCI has credited all outstanding charges on his account leaving a zero balance owed
[redacted] ’s complaint fails to mention that she consistently exceeds her data plan and previous credits she has received for upgrading when she does She also did not mention that GCI utilizes various educational means to clearly inform customers about gauging their bandwidth needs and options, as well as tools to estimate and measure their actual usage but that she has continually declined to utilize them GCI did agree to credit half ($55.00) of her current overage, strictly as a courtesy to her for upgrading No further credits will be offered
[redacted] also filed her same complaint with the FCC and will be receiving a reply to both her complaints through them
When [redacted] financed a new phone through GCI on February 21, he also included handset insurance with his purchase The information given to him at that time, both verbally and in writing is that the handset insurance has a $deductible which is still far less expensive than paying full retail value to replace his phone This information is also on the GCI web site at http://www.gci.com/wireless/protection
Complaint: [redacted] I am rejecting this response because: It is a cop-outGCI is federally subsidized to provide high speed internet to rural areasThey are doing nothing to update their equipment to provide this serviceThey are taking the money but not providing the proper serviceThey are not living up to the expectations of the subsidiesRight now I am forced to accept this inferior service because I have no other recourseI live in the very rural area that this Federal Grant is supposed to address.Sincerely, [redacted]
The credit check referenced by [redacted] in his complaint was done on December 29, (not 2015) when he first signed up for GCI wireless service Either [redacted] credit report is in error or he misread the information on it No other credit reports have been completed by GCI since
GCI contacted [redacted] and set up a premise visit A cable drop was replaced resolving [redacted] ’ Internet speed issue
Complaint: [redacted] I am rejecting this response because: I had called multiple times about the issue on not receiving the data alerts and only one of the calls was actually recorded, I don't understand why none of my previous calls were even notedI'm assuming that since only that one call had been recorded that the email to their tech team had never been sent eitherI had been told to try the app that they offer to view data usage on my plan and it wouldn't work Not having very good cell service at my home was not the main basis on my complaint, that was just another issueI did switch carriers after I had talked to a supervisor in their customer service department and been told that there was nothing that they could do to resolve the issuesI refuse to stay with a cellular company that gives me multiple issues and doesn't do a very good job at resolving themSincerely, [redacted]