GTT Communications

GTT provided a fiber connection in a datacenter for the last 7 years , last month they disconnected the line by mistake for 24 hours. !? Tech pulled the wrong cables. We called their tech support for 9 hours every 30 minute to resolve the problem.. basically they told us our equipment was defective. This outage cause 1000's of users / business's down across the country . so we purchased new equipment and shipped it overnight and sent a senior tech to the site to fix the problem. 25k + in costs. When we get there the new Gtt tech had plugged the line back in and everything was working ok again. basically they are incompetent , there tech support is also useless . they don't follow any process's . don't put your business in there hands ... they responded by a credit for 1 day down. ? this is not a dsl line in a house. it was a fiber line in a datacenter .. We hired a lawyer to respond ..

This is the absolute worse internet I have ever experienced. It constantly wouldn't work and the speed was extremely slow. Whenever I called with an issue or even a question the service center is obviously not in America and it is extremely hard to understand what most of the representatives are saying because of their accent. To top all this off when our contract had ended and we cancelled the service, we were told we have to pay for an additional 30 days while they disconnect the service. That is completely unacceptable. Who pays for a service for an entire month that is not being used? I spoke with 3 people (2 of them supervisors) spending over an hour trying to get this resolved. One of the supervisors was even rude to me when I reiterated that we will not be paying for services we did not have or use. Normally I would not even consider wasting so much time arguing about not paying a bill however, we paid our bill way in advance so we actually have a refund that is due back to us. There was no resolution to this problem yesterday so I will be spending even more time on the phone today. I would NEVER recommend this service and I sure hope someone else reads this before they decide to switch to your company.

Review: I am writing this email to you unfortunately not for something good.

We([redacted]) have a couple of contracts with this company called GTT it used to be called [redacted].

Ever since it was called [redacted] we had trouble with the Internet been so slow. always taking so long to get a problem solved. Every time we had a problem we will call give us a ticket number that they will give us a call back and never did we were the one that needed to keep calling back and every time they would said they couldn't find us or the ticket. It was not 2 3 times it was all the time. We have had enough of their bad service. I want to go ahead and cancel all the contracts without paying a penalty or cancellation fee. The last problem that we had it was at my current location [redacted] I increase the internet from 3MB to 6MG and that it was not going to make me have a whole new contract that it was going to expire the time it was on my original contract. This time I was supposedly speaking to Susan Rahe our account manager.

During the process I stopped the project told her we were not going to do anything because I thought our system was going to be down for this upgrade but then she send me an email stating that everything was going to de done internally on their side. I decided I was going to keep on with the project. We signed a service order agreement where it was going to be"coterminous" with the current contract that expire 11/4/2016.

After this was signed I called her and she said that it was going to be done March 9th. No one called but on the 10th of march I received an email, with the subject: RETERM OF SERVICE NOTIFICATION, stating that it was re-term under their conditions and it was going to be for 25 months starting on 03/07/2015. Which this was not the agreement that we had.I called back but never got an answer. This was done between February and March 2015.

Later in May we had another situation where we wanted to move service from one location to another from [redacted], to be exact was back in May 19 2015. My coworker [redacted] was trying to see one: what was going on with the increase internet that we had ordered back in feb-march. What a surprise that when she called they told her it was never completed, that it was an error due to the original representative never submitted all the paperwork. This time it was with [redacted]. she deal with her in trying to move the service which ever time she will contact her she will said they are working on it, will contact technician, or will keep her updated. I attached all emails for you to see. I has been a hassle and we are not getting service for free.

On top of taking so long now we received an email from a different sales rep Thomas Wesdock were they said that we had to sign a 3 year term and that we have to pay some fees for moving because their design team did not approved it. She send picture of all emails that she had of the conversation between Mrs. [redacted]. Or whats best they can get us a short contract term but it will increase us from our current monthly payment of $265 per location.

I think this is enough, they can't be going around doing business like this. It has been almost 3 months without using the service and we are still paying.

All we ([redacted] ) want is to be able to cancel all the accounts that we currently have with GTT. I cannot accept any more of their sales errors and my business being slow or not having internet because of them.

All emails between [redacted] and GTT will be send over for you to see they CANNOT be doing business like this and for people who does not have and are trying to get with this company not to go.

Let me know if you need anything else from me.

Thank youDesired Settlement: see Attached document