I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
RE: [redacted] ***,Informal Complaint – ID [redacted] ,Account Number [redacted] This letter is in response to the Revdex.comInformal Complaint received via email on 1/18/filed by [redacted] ***.Listed below is a timeline of significant events in this matter Also, listed below are the names of those persons that were actively involved in the research for this matter on behalf ofLumos Networks, and [redacted] ***Lumos Networks: [redacted] , Quality Assurance Administrator [redacted] Inquiry :1/18/Lumos Networks received an informal inquiry on behalf of [redacted] ***Mr [redacted] was concerned with service trouble he had experienced with his internet and Video service.Research and Resolution:5/28/ [redacted] reported trouble with his Video remotes He indicated one of his remotes controlled the volume and the channels but would not control the TV He requested another remote dropped off since he had two remotes but three televisions 5/29/A Lumos Networks service technician was dispatched He programmed the existing remote and provided a new remote for Mr***.6/02/Mr [redacted] reported connection issues with his internet He indicated he would like to install a Lumos Networks router if his personal router was found to be causing the issues Mr [redacted] indicated he was unable to get all of his devices connected to his router A representative suggested Mr [redacted] look into the router or the devices having the problem Mr [redacted] indicated he would rather setup a router with Lumos Networks He was transferred to Sales An order was placed for the router installation.6/04/A Lumos Networks router was installed.6/05/Mr [redacted] reported slow speeds on his internet 6/06/The ONT was rebooted from the office.6/08/A service technician was dispatched The technician moved the router to a new location in the residence to see if the reception improved.6/09/Mr [redacted] indicated he was still experiencing slow speeds.6/10/Mr***’s trouble was escalated to ***, Lumos Networks [redacted] indicated to Mr [redacted] Lumos Networks would need to make a visit to the home to isolate the trouble Mr [redacted] requested an 11:AM visit on 6/11/15.6/11/A service technician was dispatched The technician identified the issue to be with the wireless connection and/or laptop The router was replaced No issues were found with the ONT equipment.6/12/The service supervisor indicated he would dispatch an additional technician to Mr***’s home to further investigate the wireless connection Mr [redacted] was advised of the visit and indicated he was available after 10:AM The technician made some changes to the settings on the wireless router He moved the router to a centralized location in the home He ran speed tests after the changes and received good speeds from all devices Mr [redacted] was using with the internet.7/08/Mr [redacted] reported slow speeds 7/09/The ONT was rebooted from the office Mr [redacted] verified the service was restored.9/07/Mr [redacted] reported his computer having a difficult time finding two wireless printers at his location 9/08/A technician talked with Mr [redacted] who indicated the trouble was intermittent and also reported freezing with his Video The technician felt a SmartRG (new equipment) would improve the service The ticket was staged for dispatch.9/09/A service technician was dispatched A SmartRG was installed Once the SmartRG was in place, one set top box at the customer’s home would not load Engineering indicated mac addresses were attempting to pull an IPVIP Engineering blocked the IPVand service restored.9/21/Mr [redacted] reported internet and Video were out of service Mr***’s trouble was identified and associated with a global network problem Mr [redacted] updated that his internet restored and two of his three televisions were working Power cycling did not restored the third TV When Mr [redacted] called again, all three TV’s were restored but the internet was down 9/22/It was identified that the IP server had too many requests and could not keep up Engineering rolled the SIP over to a new server and indicated customers services should restore Mr [redacted] reported his service was still down After rebooting the equipment the service restored Mr [redacted] then called and indicated his internet had went down again The equipment was rebooted and the service restored Mr [redacted] requested an adjustment for his service troubles Mr [redacted] reported later in the evening the internet was down.9/23/The ticket was staged for dispatch Mr [redacted] was advised of the pending dispatch The technician arrived to find the service was working as it should and indicated the trouble was part of the outage.10/05/Mr [redacted] reported his internet was down and his router displayed an alarm light He requested a dispatch the same day Mr [redacted] called for a status and indicated he was under the impression a technician would be dispatched before noon He indicated the trouble was intermittent The ticket was staged for dispatch and Mr [redacted] was advised dispatch would not take place until 10/06/15.10/06/A service technician was dispatched He bypassed the SmartRG, plugging everything directly into the switch Service restored The ticket was placed on hold to verify trouble had cleared.11/04/An adjustment of $was issued for internet trouble.1/17/Mr [redacted] reported his internet and Video were down Engineering indicated there were alarms on the equipment at the office A technician was dispatched to the office to investigate Mr [redacted] was advised A trouble case was opened with Lumos Networks’ vendor Mr [redacted] requested a supervisor He expressed his frustration that a local technician was not dispatched to his location The supervisor explained the trouble appeared to be a network issue, affecting more than his service and should be corrected in the office without the need for a technician dispatched to his home During the conversation all services, but one set top box, restored Mr [redacted] was asked to reboot the set top box but refused and indicated he wanted a technician dispatched to his home Mr [redacted] then reported all set top boxes were frozen and his internet wasn’t connecting A card was replaced in the equipment and the shelf stabilized 1/18/Mr [redacted] requested an update A message was left for Mr [redacted] to verify details of the issue he experienced and hours of availability Mr [redacted] indicated he experienced freezing and no internet service He was advised the trouble was being investigated and he would be updated as soon as the problem was resolved Mr [redacted] was advised the trouble was escalated to the equipment vendor A message was left for Mr [redacted] when the outage appeared to be resolved Mr [redacted] called back to report his Video was up but the internet was still down He was advised to reboot the router and once he did so the Video froze then restored The ticket was staged for dispatch The ONT and SmartRG was rebooted at the customer’s premise The router was moved to the customer’s laundry room to eliminate a problem switch Service restored 1/20/16*** , Lumos Networks, called Mr [redacted] to verify service Mr [redacted] reported the only issue he saw was freezing on the Video for to seconds [redacted] advised maintenance was performed on the system overnight that should have resolved the freezing Mr [redacted] indicated he left his home early in the AM and would advise of further issues via [redacted] .1/21/Mr [redacted] messaged via [redacted] that he was experiencing freezing [redacted] contacted Mr [redacted] who indicated the freezing was not as long, occurring 2-seconds on all set top boxes at random times and random channels Engineering made some adjustments in the office and called to advise Mr*** They received no answer [redacted] contacted Mr [redacted] who indicated he had been unable to watch TV since the early morning He indicated he would monitor the service and contact Lumos Networks if he experienced any issues.1/26/An adjustment of $was issued for five days without service from 1/17/to date of restoration, 1/21/ Lumos Networks will continue to work diligently with Mr [redacted] should any trouble issues arise in the future
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
RE: [redacted] ***,Informal Complaint – ID [redacted] ,Account Number [redacted] This letter is in response to the Revdex.comInformal Complaint received via email on 1/18/filed by [redacted] ***.Listed below is a timeline of significant events in this matter Also, listed below are the names of those persons that were actively involved in the research for this matter on behalf ofLumos Networks, and [redacted] ***Lumos Networks: [redacted] , Quality Assurance Administrator [redacted] Inquiry :1/18/Lumos Networks received an informal inquiry on behalf of [redacted] ***Mr [redacted] was concerned with service trouble he had experienced with his internet and Video service.Research and Resolution:5/28/ [redacted] reported trouble with his Video remotes He indicated one of his remotes controlled the volume and the channels but would not control the TV He requested another remote dropped off since he had two remotes but three televisions 5/29/A Lumos Networks service technician was dispatched He programmed the existing remote and provided a new remote for Mr***.6/02/Mr [redacted] reported connection issues with his internet He indicated he would like to install a Lumos Networks router if his personal router was found to be causing the issues Mr [redacted] indicated he was unable to get all of his devices connected to his router A representative suggested Mr [redacted] look into the router or the devices having the problem Mr [redacted] indicated he would rather setup a router with Lumos Networks He was transferred to Sales An order was placed for the router installation.6/04/A Lumos Networks router was installed.6/05/Mr [redacted] reported slow speeds on his internet 6/06/The ONT was rebooted from the office.6/08/A service technician was dispatched The technician moved the router to a new location in the residence to see if the reception improved.6/09/Mr [redacted] indicated he was still experiencing slow speeds.6/10/Mr***’s trouble was escalated to ***, Lumos Networks [redacted] indicated to Mr [redacted] Lumos Networks would need to make a visit to the home to isolate the trouble Mr [redacted] requested an 11:AM visit on 6/11/15.6/11/A service technician was dispatched The technician identified the issue to be with the wireless connection and/or laptop The router was replaced No issues were found with the ONT equipment.6/12/The service supervisor indicated he would dispatch an additional technician to Mr***’s home to further investigate the wireless connection Mr [redacted] was advised of the visit and indicated he was available after 10:AM The technician made some changes to the settings on the wireless router He moved the router to a centralized location in the home He ran speed tests after the changes and received good speeds from all devices Mr [redacted] was using with the internet.7/08/Mr [redacted] reported slow speeds 7/09/The ONT was rebooted from the office Mr [redacted] verified the service was restored.9/07/Mr [redacted] reported his computer having a difficult time finding two wireless printers at his location 9/08/A technician talked with Mr [redacted] who indicated the trouble was intermittent and also reported freezing with his Video The technician felt a SmartRG (new equipment) would improve the service The ticket was staged for dispatch.9/09/A service technician was dispatched A SmartRG was installed Once the SmartRG was in place, one set top box at the customer’s home would not load Engineering indicated mac addresses were attempting to pull an IPVIP Engineering blocked the IPVand service restored.9/21/Mr [redacted] reported internet and Video were out of service Mr***’s trouble was identified and associated with a global network problem Mr [redacted] updated that his internet restored and two of his three televisions were working Power cycling did not restored the third TV When Mr [redacted] called again, all three TV’s were restored but the internet was down 9/22/It was identified that the IP server had too many requests and could not keep up Engineering rolled the SIP over to a new server and indicated customers services should restore Mr [redacted] reported his service was still down After rebooting the equipment the service restored Mr [redacted] then called and indicated his internet had went down again The equipment was rebooted and the service restored Mr [redacted] requested an adjustment for his service troubles Mr [redacted] reported later in the evening the internet was down.9/23/The ticket was staged for dispatch Mr [redacted] was advised of the pending dispatch The technician arrived to find the service was working as it should and indicated the trouble was part of the outage.10/05/Mr [redacted] reported his internet was down and his router displayed an alarm light He requested a dispatch the same day Mr [redacted] called for a status and indicated he was under the impression a technician would be dispatched before noon He indicated the trouble was intermittent The ticket was staged for dispatch and Mr [redacted] was advised dispatch would not take place until 10/06/15.10/06/A service technician was dispatched He bypassed the SmartRG, plugging everything directly into the switch Service restored The ticket was placed on hold to verify trouble had cleared.11/04/An adjustment of $was issued for internet trouble.1/17/Mr [redacted] reported his internet and Video were down Engineering indicated there were alarms on the equipment at the office A technician was dispatched to the office to investigate Mr [redacted] was advised A trouble case was opened with Lumos Networks’ vendor Mr [redacted] requested a supervisor He expressed his frustration that a local technician was not dispatched to his location The supervisor explained the trouble appeared to be a network issue, affecting more than his service and should be corrected in the office without the need for a technician dispatched to his home During the conversation all services, but one set top box, restored Mr [redacted] was asked to reboot the set top box but refused and indicated he wanted a technician dispatched to his home Mr [redacted] then reported all set top boxes were frozen and his internet wasn’t connecting A card was replaced in the equipment and the shelf stabilized 1/18/Mr [redacted] requested an update A message was left for Mr [redacted] to verify details of the issue he experienced and hours of availability Mr [redacted] indicated he experienced freezing and no internet service He was advised the trouble was being investigated and he would be updated as soon as the problem was resolved Mr [redacted] was advised the trouble was escalated to the equipment vendor A message was left for Mr [redacted] when the outage appeared to be resolved Mr [redacted] called back to report his Video was up but the internet was still down He was advised to reboot the router and once he did so the Video froze then restored The ticket was staged for dispatch The ONT and SmartRG was rebooted at the customer’s premise The router was moved to the customer’s laundry room to eliminate a problem switch Service restored 1/20/16*** , Lumos Networks, called Mr [redacted] to verify service Mr [redacted] reported the only issue he saw was freezing on the Video for to seconds [redacted] advised maintenance was performed on the system overnight that should have resolved the freezing Mr [redacted] indicated he left his home early in the AM and would advise of further issues via [redacted] .1/21/Mr [redacted] messaged via [redacted] that he was experiencing freezing [redacted] contacted Mr [redacted] who indicated the freezing was not as long, occurring 2-seconds on all set top boxes at random times and random channels Engineering made some adjustments in the office and called to advise Mr*** They received no answer [redacted] contacted Mr [redacted] who indicated he had been unable to watch TV since the early morning He indicated he would monitor the service and contact Lumos Networks if he experienced any issues.1/26/An adjustment of $was issued for five days without service from 1/17/to date of restoration, 1/21/ Lumos Networks will continue to work diligently with Mr [redacted] should any trouble issues arise in the future