Guadalupe Valley Communications Systems, L.P.

9/27/2019 - Router was installed and accessibility for televisions and PS4 and phones were great. However, the PC and laptop cannot see the router. Somehow the router is "hidden". When I ping the IP address, it states DNS 'timed out'. Both my computer and laptop are functional with a HOTSPOT from my phone, so what the H*LL!? The issue remains with the router not even being 'seen' by either of these devices which is NOT a firewall issue.

GVTC replaced the router which did NOTHING. After reading all of these reviews, I'm guessing there's a 'hidden' issue with how many devices accessing router, not fully advertised or defined upfront. Also, why can't I access my own router I am paying for each month? IT'S B.S.!

Get it together folks. People expect results for what they pay for. I'm cancelling and sending this to my attorney.

Frustrated in Boerne

GVTC has called and spoke with customer , she is fine now .We explained that when we went to her location she was not home and neither was theperson that was suppose to meet us.The tech called her she told him she was not going to be home and advised tech to go inand install, tech advised her
we could not do that and to leave the modem and hook up on the outside. We pulled the call between her and the Support Technician and he did not promise her someone wouldbe out on Saturday , he advised her, he would see what he could do. We informed the customerthat everything is working on outside and that we need to get inside home tofurther testWe also informed the customer that she did not order a router from us and at that time she indicated she would use her ownShe has agreed that she will be there on Tuesday when we have an appointment for a technician to check the inside. We will follow up with the customer after the appointment is met and determine applicable credits once the technician clears the trouble. Customer is good with everything we discussedI did advisedher I would follow up with her Tuesday afternoon to make sure her internet wasup and running She thanked me and ended the call

After reviewing the account, I was not able to locate a call
requesting to disconnect the services until October 13th. She
requested internet and phone to be canceled. She also said she did not use one
of her boxes and she was instructed to return her router and small box to [redacted] Print Shop in...

Gonzales, Tx. On October 14th we did receive
the equipment we requested. The order for disconnect was held in the system
until November 8th. Since she did request the disconnect on October
13th and we received the equipment on October 14th I have
added credits to the account to reflect the disconnect date of October 14th.
Our policy states we are not to disconnect an account until equipment is
returned. There are pending credits on her account that will be on her December
bill. The request for a Manger call back was escalated but the
Sales & Service Consultant said the issue was already taken care of and no
need for a call back. We feel this complaint is resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

GVTC contacted Mr. [redacted]  on (7/14/2017 5:55 PM):  and provided him the following information.GVTC no longer installs DSL service at the address where Edward is moving to since fiber is available. Fiber Internet service has many advantages over DSL therefore GVTC has made the...

decision to provide fiber to the home in many of our service areas. Fiber provides more reliability, faster speed and better security over DSL service. There is no additional cost to the customer to install fiber to the home. To install fiber, it does require the home have a 110 outlet outside, If the home does not have a 110 outlet a power stick is installed at no cost to the customer. GVTC charges the same price for fiber vs DSL our lowest fiber speed is 20mpbs “SpeedSync” upload and download speeds are the same 20mpbs

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.
Regards,
[redacted]

GVTC Manager spoke with Mr. [redacted] andassured him that his THNS router was secure and that we do have a process ofchanging the Admin password from the default at the time of installation. I explained to Mr. [redacted] that at the time of installation the installer loggedinto the router with an...

Ethernet cable and connected to the routerswebpage.  The one step that the technician did not follow up on waschanging the ADMIN password to the GVTC password (this allows changes to bemade in the router settings or administration rights).  The installer didestablish the GVTC customer WIFI broadcast name to the proper name associatedwith the account and the proper password to that WIFI signal.  I explainedto the customer that the only way that someone could "hack" into his routerwas to either steal the WIFI broadcast password and then access the through theWIFI the WEB page to log into the ADMIN page and use the default admin passwordor by actually plugging into the back of the router with an Ethernet cable andaccessing the ADMIN page through the Web Page.  I did walk the customerthrough and he changed the ADMIN password to the GVTC password that should havebeen done at the time of the installation.  This process has been coveredwith the GVTC Technicians.

Customer has been contacted findings from the Installation and Repair Manager are as follows.GVTC has spoken with Mr[redacted] about the Revdex.com complaint and the FCC complaint.  When Mr. [redacted] was installed back in July of 2016, the installer failed to replace the 720 card with the appropriate...

[redacted] card for Gigabit Service.  The customer has since been changed to the [redacted] card and currently receiving 650mb off the card - this was verified by technician with an Apple MAC BookPro to the GVTC Netgauge speed test today.  In addition I have requested a Network Engineer to assist with speeds out of the PON that services Mr. [redacted]   GVTC will be issuing a credit to the customer for the difference between the speeds he was receiving and what he was paying.  Mr. [redacted] was satisfied with our efforts and the credit.   This  complaint will be left open with GVTC' until the Network Team has verified the speeds are within the acceptable range and the customer is happy with 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 me.
They are still working on resolving actual service issues and I am awaiting to receive a bill to confirm all of these changes are made appropriately
Regards,
[redacted]

The complaint has been logged in GVTC internal system.  It has been assigned to the appropriate department for the customer to be contacted.  More information to come.

Good Afternoon I have spoken to Mrs. [redacted] . I have advised her we will honor the price point  79.95 package with sports and top 100  as well as her 2 extra boxes. Her bill will run about 145.00 a month for 12 months . Customer knows this is not a package that will be available at...

the end of the contract. Customer is OK with everything at this point and has my direct line and will be calling me in the future if she has any other concerns.

GVTC understands how frustrating it can be when internet is not accessible. GVTC makes every effort to provide anyone in our service area with internet service. GVTC has reviewed this consumer request in detail and our findings are such. GVTC approached the RV park owner with the consumer’s...

request. Due to several buried utilities on the property that have not been properly mapped the owner would not approve the trenching needed to provide fiber optic services. We offered our alternative satellite broad band service which was declined. GVTC values feedback and strives to provide the best possible options and solutions to our service areas. Tell us why here...

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.
Regards,
[redacted]

GVTC management has contacted the customer to resolve all issues with service. A GVTC technician will be at the premise today.  A supervisor follow up will be done Monday to insure customer is satisfied.

Mr. [redacted]'s was contacted on Monday March 28th by the Supervisor of level 2 support.  They worked together and Mr.. [redacted]s made changes to his SonicWALL at the business location to allow us to monitor his IP/MAC address. This will tell us more about what his device is doing and how it is acting. I...

have setup a time for a tech to go out on Wednesday to place an Ethernet switch in front of the SonicWALL, this will allow us to put one of our routers next to Mr. [redacted]s SonicWALL. By doing this we will be able to monitor our device and his SonicWALL to see how both devices are operating on his connection. We have logged this complaint on our internal executive complaint log and will continue to work with the customer to resolve.

Our Sales and Service Department has been in contact with the customer to repair all service issues.  GVTC will continue to work with the customer until an agreement in satisfaction is met.

GVTC regrets that Mr. [redacted] has rejected our response.  We have provided additional details and information.Regarding pricing, The price is the same when the same speeds are compared.  20mg DSL is the same price as 20mg fiber broadband.  We do have a 12mg DSL plan for non-fiber areas only.  Mr. [redacted] address is not in a non-fiber area.  A fiber installation is no more complex than DSL to GVTC. The fiber equipment may be more complex however the installation of it is not. DSL and Fiber both require a network interface device be placed on the customer’s premise and both technologies require a power source. We are glad to share the wattage information. The self-draw of the power supply is roughly 30-40W while charging the battery, and about half of that when idle. The “added electrical”? If this is referring to the power needed for the NID we would use the same power source that would be used for a DSL modem.If  Mr. [redacted] would like to speak to an I&R Supervisor we would be more than happy to set this up.Even though a 12mg DSL installation is all that is needed unfortunately it is not an  available option for this address.  We hope this answers all questions and provides the information needed for this complaint.   Tell us why here...

GVTC is the process of researching the customers issue.  We will be contacting the customer to rectify this matter on July 21, 2015

GVTC Sales and Service Department will be in contact with the customer to discuss the disputed amount on the complaint and will take appropriate action for resolution.