Hayles Property Management Services

January 30, ? Dear [redacted] , ? [redacted] ***’s complaint is that he must deal with data caps that Blue Ridge has set for its high speed internet customers.? He feels that since he pays a high premium for his internet service, he should have access to all the data that he can handle? 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 modified the bandwidth policy by measuring the usage levels continuously and increasing the allowance by level of service, as follows: ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Speed? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Bandwidth Allowance 1.5mbps? ? ? ? ? ? ? ? GB downstream 5mbps? ? ? ? ? ? ? ? ? ? ? GB downstream 10mbps? ? ? ? ? ? ? ? ? GB downstream15mbps? ? ? ? ? ? ? ? ? GB downstream60mbps? ? ? ? ? ? ? ? ? GB downstream100mbps? ? ? ? ? ? ? GB (1TB) downstream? Customers who exceed the monthly allowance are charged $for each additional GB.? ? Effective September 1, new bandwidth allowances will be as follows:? ? ? ? ? ? ? ? ? ? ? ? Speed? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Bandwidth Allowance 1.5mbps? ? ? ? ? ? ? ? GB downstream 5mbps? ? ? ? ? ? ? ? ? ? ? GB downstream 10mbps? ? ? ? ? ? ? ? ? GB downstream15mbps? ? ? ? ? ? ? ? ? GB (1TB) downstream60mbps? ? ? ? ? ? ? ? ? GB (1.2TB)? downstream100mbps? ? ? ? ? ? ? GB (1.5TB) downstreamCustomers who exceed the new 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 pageAdditionally, 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 userCurrently, the average user consumes GB per month (well below even the lowest allowance) but we have seen extreme users consuming Terabytes of dataWe 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.? From October to January 30, 2017, [redacted] ***’s average monthly data usage is GB.? As you can see, this is below the current data allowance of 800GB per month.? Beginning February 1, 2017, [redacted] ***s will be well within the new allowance of 1200GB per month.? If you have any further questions, please let me know? Sincerely,Jeff L [redacted] Blue Ridge Communications

November 18, ? Dear [redacted] , ? [redacted] ’s complaint is that Blue Ridge has begun charging overage fees that has limited his ability to utilize his internet connection ? History: Our residential internet service has had bandwidth allowances for over ten yearsOriginally, 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 modified the bandwidth policy by measuring the usage levels continuously and increasing the allowance by level of service, 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 pageAdditionally, 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 userCurrently, the average user consumes GB per month (well below even the lowest allowance) but we have seen extreme users consuming Terabytes of dataWe 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.? Please let me know if you have any further questions.? Thank you,? Jeff L [redacted] Blue Ridge Communications

January 14, 2016Dear [redacted] , [redacted] ’s complaint is that Blue Ridge implemented data caps to rural customers since it is their only choice for service.? He reports that customer service is the worst he has encountered.? [redacted] also states that Blue Ridge Communications is a cable monopoly in his neighborhood, and he has no other choice for internet access via cable.? ? 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 pageAdditionally, 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.? ? Customer Service:? There are times throughout the day when customers may experience a longer than average wait time.? Wait times will vary throughout the day.? In order to provide the best possible customer service, our call center is open hours per day, days per week by calling ###-###-####.? We also offer the ability to chat with a live customer service agent via our website at www.brctv.com.? Chat is available to our customers from 8AM-11PM, days per week.? A third option is to email our customer service department by visiting our web page and click on “Email A CSR”.? ? Blue Ridge Communications does not have a monopoly in Northampton County.? Customers in this area can choose from service providers such as ***, [redacted] , Dish Network, and [redacted] .? We do not prohibit other cable companies from serving the Walnutport area.? Any company can apply for a franchise and provide service.? Our service is reliable, our internet is faster, we have free access to Unleashed WiFi Hot Spots, we are a local company and we offer free service calls.? Our pricing is competitive when you factor in all the benefits the customer receives.? ? If you have any further questions, please let me know.Sincerely,? Jeff L [redacted] ? Blue Ridge Communications

[redacted] ’s complaint is that she was being charged for ***/ [redacted] and en Español channels she did not subscribe to and states she did not order these channels. She is also stating her bill went up to over $ On April 19th, ***/ [redacted] was purchased through [redacted] ’s digital converter in her home at 2:07PM. In her complaint she states she did not call to question this increase of her monthly bill even though she had noticed the increase on her statement. On July 20th, there was another purchase made through her digital converter for the en Español tier of service at 1:23PM. This purchase was again received through the digital converter in [redacted] ’s home. [redacted] contacted Blue Ridge on August 17th, to inquire about the charges on her account. The customer service representative explained that purchases had been made from the customer’s remote controlThe customer service representative removed ***/ [redacted] and the en Español tier of service per the customer’s request and credited her account in full for the services she said she had not orderThe customer service rep did explain to [redacted] that the only way these services could have been ordered through the digital converter was by someone pressing the buttons on the remote control of the digital converter to confirm the order multiple times [redacted] also stated that her bill went up to over $which was correct for the month of August [redacted] had been on a month promotion that just ended which included our HD Digital Basic Plus cable package, two digital video recorders, our high speed internet service, and ***/ [redacted] and the en Española tier was still on her accountOnce ***/ [redacted] and the Española tier was removed her new rate went to $At the time a customer signs up for a promotion they are told what the new rate will be when the promotion ends and at that time they would decide if they would like to keep or drop any of the services within that promotion. Please let me know if you have any further questions Sincerely, Jeff C [redacted]

[redacted] ***’s complaint is that we do not provide a strong interrupted cable signal, and she does not like the data caps we have on our internet service [redacted] had contacted us in March of and said she had an intermittent problem with her T.Vwith poor pictures, and a pop up screen that would appear very intermittently for one second.? We had sent a technician out to her home and they found an issue with the main lines on the street that we believed was causing the poor picture and our manager left his phone number with her and asked her to call if she still had any issuesShe did not call the manager but in July she called our Call Center and they forwarded the message to the managerWe called her multiple times and left messages but she never returned our call? That was the last communication we had with [redacted] until we received your complaintThe pop up issue is a known problem with the [redacted] converter that we use [redacted] is one of the largest providers in the industry for cable converters and we have been working with them on this issue for a long time and we are on our third software fix to date to try and correct this problem After we received your complaint we called [redacted] and sent a technician to her homeThe technician did not find any problems, and we installed the new software fix for the pop up issue on her converter about two weeks ago and asked her to call us if she had any issuesShe did not back and we have called her multiple times and left messages to make sure everything is working properly ? ? ? ? ? ? ? ? ? ? ? [redacted] ***’s second complaint is that we have a monthly bandwidth allowance for our residential internet service ? 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 monthIn 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 modified the bandwidth policy by measuring the usage levels continuously and increasing the allowance by level of service, as follows: ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Speed? ? ? ? ? ? ? ? ? Bandwidth Allowance 1)? ? ? ? 1.5mbps? ? ? ? ? ? ? ? GB downstream 2)? ? ? ? 5mbps? ? ? ? ? ? ? ? ? ? ? GB downstream 3)? ? ? ? 10mbps? ? ? ? ? ? ? ? ? GB downstream 4)? ? ? ? 15mbps? ? ? ? ? ? ? ? ? GB downstream 5)? ? ? ? 60mbps? ? ? ? ? ? ? ? ? GB downstream 6)? ? ? ? 100mbps? ? ? ? ? ? ? GB 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 pageAdditionally, 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 website where the customer can monitor their bandwidth daily usage and what their current total bandwidth usage is for the monthFor 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 userCurrently, the average user consumes GB per month (well below even the lowest allowance) but we have seen extreme users consuming Terabytes of dataWe 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 serviceWe are finding that many of the customers complaining about the bandwidth plans are using well under their data allowance and will not be affectedWe will be contacting our customers who have made complaints and make sure they understand what their bandwidth usage has been, and how to check their usage on our website for daily and total bandwidth usage ? Please let me know if you have any further questions ? Sincerely, ? Jeff C [redacted] Director of Operations Blue Ridge Communications ? ?

January 13, Dear [redacted] , [redacted] ***’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 [redacted] 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 [redacted] Blue Ridge Communications Thank you,Jeff LangdonBlue Ridge Communications

We left the manager’s number back in March and recently a couple of weeks ago to call if they have any issues and have reached out to them numerous times but they have not returned our callsWe will work with them at their convenience to correct any issues but they need to call Tom Freeman who is the manager in their area for us to be able to work on any problems they haveI will have Tom Freeman call the Hill's again and the number to reach him is ###-###-#### Jeff C [redacted]

July 31, Dear [redacted] , [redacted] ’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 [redacted] ’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. [redacted] 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 [redacted] Blue Ridge Communications