GWI

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Revdex.com:I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedRegards, [redacted]

GWI offers contract terms that range from to yearsThe year contract is the most popular from the standpoint of pricing and due to how quickly technology changes from year to yearIt is certainly possible that the messaging from the sales person to Ms*** was misconstrued.Ms
*** was the owner of the *** *** B&BMs*** stated in an email to us on 2/9/17, "Unfortunately, I have had to close the B&B in November due to lack of patrons"She further expressed to us "I will continue with my contract that I have at the *** ** *** *** *** ***, but would appreciate it if you could please offer some compassion by waiving the early termination fees" GWI did in fact waive these early term fees as Ms***'s offer to maintain service with GWI under a different entity seemed reasonable.In July Ms*** contacted us and explained that her new business, *** ** *** ***, was also ceasing operationsThere was a phone number she wanted to keep from this operation and move to another location and we agreed to reduce the standard move fee by almost 85% in an effort to financially assist herPer the standard terms of the contract in place there were approximately months remaining to satisfy that agreementMs*** was notified of thisOn August 7, GWI gave her the option of completing a change of ownership form so the services could be transferred to a new ownerGWI only received half of the required info from Ms***We need acceptance of the transfer from the party assuming the services and that was not received which prevented us from completing this transfer.Thus far GWI has waived termination fees on the first contract under *** *** B&B as requested by Ms***GWI has reduced move fees when *** ** *** *** was winding down and closingGWI offered to transfer the services to a new entity but we never provided with the completed paperwork to do so

Our response is the same to this complaint as it was to the negative review posted on the same day.While I can understand your frustration it does appear that we delivered service to youFirst on April 4th and then again on May 3rdIn April we identified an issue with the wiring at your homeDue
to the length of time required to fix the issue and your work schedule we had to rescheduleDue to a combination of issues we did not get back to complete the repair until May 3rdWhen you reported an issue with your service we went back to your home to try and address the issueAt that time we were unable to reproduce the symptoms that you were experiencingIt was based our three field calls and attempts to deliver and fix your service that we did not refund all of your moneyAt this point in time you have paid for your installation and two months of serviceWe will refund you a month of service in addition to the refund for June that we have already issued.Submitted: 06/21/

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The *** ** *** *** Center did in fact cease to exist and the property has since been sold and the *** *** closed. The new owner of the property had agreed verbally to continue with the contract and all transfer documents were sent to him. To date, he has not taken over the contract. His plan is to turn the property into a "*** ***," and is no way affiliated with the purchase of the *** ***. The *** ** *** *** *** *** still exists and I have continued with that contract. While contracts do serve a purpose, life circumstances do change. According to the Attorney General's Office, my attorney (*** ***) and the broker who sold me the property (*** *** ***), all have said that they have never heard of anyone who sells a property being held to contracts that are connected to that property. All become null and void at the time of the sale. The Fire Alarm Sytem, Lawn and Property Mainetnace, Fire Extinguishers, Insurances, taxes etc., were all null and void when the property was sold on 8/25. While I do appreciate that the early termination fees were waived when the B&B closed it's doors, it still took months to get that determination which in effect cost me in excess of $for services that I was no longer using! Being treated this way by GWI when I continue to be a customer is unsatisfactory. Regards,
*** ***

Customer ordered service, we installed it, GWI was never able to process payment based on the information the customer provided, we had FairPoint repair the underlying copper loop when there was an issue, it appears that the customer may have continued to have intermittent issues as they reported it...

was good and then bad, the customer was suspended for non-payment of their new service when they didn't respond to our request for good payment information and subsequently cancelled their service when they were asked to arrange for payment. There was no fraudulent activity on GWI's part. We are not a "scam internet provider". At this point in time we will not continue to attempt to collect payment for the provided 15 days of service. I will remove all charges on their account and in doing so there will be no reason to send them to collections.

The customer has Wifi equipment and configuration from another company and GWI is providing the underlying Internet connectivity. We have several reported incidents from the customer:Case [redacted] (5/10/2016) resoloved same daySubject: Open based on complaint filed with Revdex.com. Customer said that they were...

having performance issues with their wireless over bonded.Case Closed Comments: Could not conclude any GWI related issues. This appears to be a WAN issue. [redacted] will investigate further and contact GWI if she needs us.Case [redacted] (4/22/2016) resoloved same day with dispatchSubject: [redacted] DSL connection down. Trouble bringing up modems in BBI. connection timing out. Customer has not rebooted any equipment. Issue started yesterday midday.Customer can be reached at [redacted]Case Closed Comments: RJ11 connections to the modem were dislodged. [redacted] re-seated them to restore service.Case 6102 (3/31/2016) resolved after two days with dispatch and equipment replacementSubject: [redacted] called in to report several tenants are experiencing no internet connection. All DSL connections are up in BBI, but [redacted] cannot confirm its sync no surf or if its internal wireless issue. please reach out to [redacted] at [redacted]Case Closed Comments: Replaced the fortinet which was rebooted by mistake.Case 6075 (3/30/2016) resolved same day, customer reopened two days later thinking it was an Internet case and GWI resolved again same daySubject: Fax line. [redacted] called to check to see if the fax line, which she believes is [redacted] is working. She has not been able to send or receive faxes.Case Closed Comments: Very minimal call activity on [redacted]. No dialed calls. Last answered call was from February. MLT diagnostic test passed. [redacted] said she will look into this further for possible inside wiring issues.Based on these tickets and customer's concerns GWI will credit customer's account for the service interuption when the firewall was rebooted, didn't come back up and had to be replaced.Best,[redacted]  4/22/2016 3:00 PM GWI.BIZ.204636.SNFR.UTM.01 has stopped responding (Request Timed Out) 4/22/2016 4:36 PM GWI.BIZ.204636.SNFR.UTM.01 is responding again. Response time is 29 milliseconds Health of the Firewall looks good. The only downtime coincides with the last event when [redacted] found the RJ 11 cables disconnected from the modem. I believe [redacted] may have caused this when she was inspecting all the connections. When she reported the trouble to us we found the modem up and we had access to the firewall. We suspected the issue may have been with their WLAN equipment and advised her to look at that. I also asked her to verify LED status on the bonded modem, as bonded stats we see from the DSLAM are not always %100 accurate. She probably disconnected them accidentally at that time. When all was said and done we initiated a clean reboot of the firewall for good measure. The previous issue we needed to replace the firewall after it was power cycled and rendered unusable. (The customer did say that Savilinx recommended they do that). I cannot confirm but she likely contacted us because the WLAN equipment was down. I do recall at that time once the replacement firewall was installed the customer told [redacted] the WLAN was still down. I believe [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response is as far as the company is willing to negotiate, despite my continued belief that the transactions were unjust and I was charged unfairly regarding the issues in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Regards, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]