Greenlight Networks

Re: complaint # [redacted] Greenlight Networks offers three residential internet services with varying download/upload speeds (100Mbps/20Mbps, 500Mbps/50Mbps, and 1,000Mbps/100Mbps) Customers order on-line by self-selecting their service speed and associated monthly fee The attached order form supports that the customer requested the fastest service speed (Big Gig) at 1,000Mbps/100Mbps on August 10, at a fee of $per month.The customer was installed on May 30, The customer is billed on the 8th of each month for the ensuing month of service at the fee of $as selected by the customer when they placed their order Invoices are made available through a customer portal that allows the customer to view their invoice in detail, at their convenience Each month an email is sent to customers informing them their invoice is ready for review On September 12, the customer contacted Greenlight Networks to inquire about their bill The explanation provided to the customer was that Greenlight Networks had been providing service requested by the customer and that the bills were accurate The customer was offered the opportunity to reduce their speeds and associated fees The customer requested the speeds and fees be downgraded to 100Mbps/20Mbps at a fee of $per month The order was processed as per the customer’s request The customer’s October invoice will reflect the reduced fees.It is our goal to provide quality ultra high-speed internet service and the highest degree of customer service possible For any follow up required on this inquiry we will gladly investigate further if additional concerns are made known.Regards,David S [redacted] Greenlight Support Team

3/17/17Response to # *** dated 3/13/and letter received at Greenlight Networks on 3/17/17. ITo Whom It May Concern Regarding this Case:The customer in question experienced an interruption of her Greenlight Networks internet service starting on 3/8/when the Windstorm of
occurred in upstate NY. The main fiber line to connect service to this customer and her neighborhood was attached to a utility pole that was completely severed and damaged from the wind stormThe utility pole has to be replaced by the utility company before we can repair and reattach our service to it, to restore service to the neighborhoodThere were no power lines attached to this pole and the repair was not deemed an emergency from the utility companyWe have been at the mercy of the utility company to have the pole replaced. When the outage was first reported credits were not being issued for service outages due to the storm damage being an "Act Of God" and beyond our controlIt is listed in our "terms and conditions" document that every customer has to accept and agree to, before they can place their order for service, indicating that credits are not issued for Act of God incidents. As of 3/16/17, The utility company has given us an approximate restoral of 3/21/A Greenlight Networks company decision was made to indeed issue credits to our customers that were affected by this utility pole issueCustomers affected by this unique situation were notified on 3/17/that they will receive credit after their service has been restoredThe customer who reported this case was notified by email and phone.Please let us know if you need any additional information.Thank you,The Greenlight Networks [email protected]

Re: complaint #[redacted]Greenlight Networks has acknowledged the customer’s return of equipment as their request to disconnect service.  The disconnect was order was issued.  Because internet service is billed and paid in advance (much like rent) the disconnect resulted in a refund due the...

customer for a prorated portion of the month.  A refund in the amount of $72.58 was processed on 10/04/17.Three calls were placed to customer on 10/04/17 and another today (10/09/17) to further explain the situation.  All four calls rang through to voicemail however; the voice mailbox was full and would not accept messages.  A separate email was also sent to the customer today indicating the refund had been processed and that the work needed for their order for service at their new address has been completed and they may now schedule their home installation.It is our goal to provide quality ultra high-speed internet service and the highest degree of customer service possible.  If there is any follow up required on this inquiry we will gladly investigate further if additional concerns are made known.Regards,Greenlight Support Team

Re: complaint #[redacted]Greenlight Networks offers three residential internet services with varying download/upload speeds (100Mbps/20Mbps, 500Mbps/50Mbps, and 1,000Mbps/100Mbps).  Customers order on-line by self-selecting their service speed and associated monthly fee.  The attached order...

form supports that the customer requested the fastest service speed (Big Gig) at 1,000Mbps/100Mbps on August 10, 2016 at a fee of $100 per month.The customer was installed on May 30, 2017.  The customer is billed on the 8th of each month for the ensuing month of service at the fee of $100 as selected by the customer when they placed their order.  Invoices are made available through a customer portal that allows the customer to view their invoice in detail, at their convenience.  Each month an email is sent to customers informing them their invoice is ready for review.  On September 12, 2017 the customer contacted Greenlight Networks to inquire about their bill.  The explanation provided to the customer was that Greenlight Networks had been providing service requested by the customer and that the bills were accurate.  The customer was offered the opportunity to reduce their speeds and associated fees.  The customer requested the speeds and fees be downgraded to 100Mbps/20Mbps at a fee of $50 per month.  The order was processed as per the customer’s request.  The customer’s October 8 invoice will reflect the reduced fees.It is our goal to provide quality ultra high-speed internet service and the highest degree of customer service possible.  For any follow up required on this inquiry we will gladly investigate further if additional concerns are made known.Regards,David S[redacted]Greenlight Support Team