Hayles Property Management Services Inc.

January 13,
?
Dear *** ***,
?
*** ***’s complaint
is that Blue Ridge has recently instituted data caps for internet service and
states the policy was changed without proper notice.? He also states on the ‘speed and pricing’
section there is no
mention of a data cap and overage cost
?
History: Our residential internet service has had bandwidth
allowances for over ten years.?
Originally, the bandwidth allowance was based on the level of service
and the average subscriber used less than 15GB per month
?
In 2009, as bandwidth usage
grew, we measured bandwidth usage between the peak hours of 5pm - 1am and
raised the bandwidth allowance to 250GB for all levels of serviceLess than 1%
of the customers were affected and they were charged $per GB over the
250GB
?
Effective September 1, 2015,
we notified the bandwidth policy by measuring the usage levels continuously and
increasing the allowance by level of service for all customers, as follows:
?
? ? ? ? ? ? ? ? ? ? ? ? ? ? Speed? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Bandwidth Allowance
1.5mbps? ? ? ? ? ? ? ? GB
downstream 5mbps? ? ? ? ? ? ? ? ? ? ? GB
downstream 10mbps? ? ? ? ? ? ? ? ? GB
downstream15mbps? ? ? ? ? ? ? ? ? GB
downstream60mbps? ? ? ? ? ? ? ? ? GB
downstream100mbps? ? ? ? ? ? ? 7000GB
downstream? Customers who exceed the
monthly allowance are charged $for each additional GB.? Notice: We notified the customers of this change by bill message and
amendment to the Blue Ridge policies on our web page*** *** was notified by bill message on
8/17/2015.? Additionally, we email
customers if they reach 75% and 90% of their bandwidth allowance (Like the
wireless phone providers do)We also provide a link to our bandwidth
provider’s website where the customer can monitor their bandwidth usageFor the
first month of the new program (September 2015), we did not impose any usage
fees but alerted the customer that we would begin doing so the
following monthImportantly, bandwidth usage is independently measured and
reported by a 3rd party.? Reason: Many customers do not realize that we pay for bandwidth on a
usage basisThere is a vast discrepancy between the average and extreme user
Currently, the average user consumes GB per month (well below even the
lowest allowance) but we have seen extreme users consuming Terabytes of data
We believe that it would be unfair to the average user to raise rates to pay
for the increased costs caused by the extreme usersWe believe the bandwidth
allowances selected are fair (our estimates are less than 3% of subscribers
will exceed a data allowance) and that we give the extreme users notice and the
opportunity to monitor their usage to avoid unexpected spikes in their bill? Customers sometimes confuse
the data allowances with prohibited blocking or throttlingData allowances are
neither and have been permitted, if not encouraged, by regulatory policyData
allowances are the fairest method to allocate the variable cost of internet
service.? ? On the speed and pricing section of our webpage, the speed and price are
displayedThat page also includes a link to all the terms and conditions of
service at www.brctv.com/open-internet-disclosure-statement.? If you have any further questions, please let me know.? Sincerely,Jeff L***Blue Ridge Communications? ? Thank you,Jeff LangdonBlue Ridge Communications

July 31, Dear *** ***, *** ***’s complaint is that she was told that her service would be fixed on 7/25/2017, between 1PM-5PM.? She stated the tech never arrived.? On 7/25/17, the resident manager instructed the local dispatch office to contact the customer to reschedule
the appointment.? The call was placed at 4:03PM, to the phone number listed on *** ***’s account.? There was no answer, and no voicemail option.? The service call was rescheduled for 7/26/On 7/26/17, our service technician replaced the audit box that had fallen off and checked all levels.? There were F-Connectors that were loose, so the technician tightened all connectors before replacing the box cover.? The resident manager visited the customer’s home on 7/26/at 2:30PM to verify the repair was done to the customer’s satisfaction.? *** *** did state to the resident manager that she was happy his visit, the technician’s work and was satisfied with the end result.? ? If you have any further questions, please let me know Sincerely, Jeff L*** Blue Ridge Communications