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High Speed Link

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High Speed Link Reviews (2)

I have reviewed the response made by the business in reference to complaint ID ***, 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
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Customer called out Technical support on 8/9/to report an internet outage The customer was told they had a weak signal to our tower possibly due to obstructions The customer said they were not aware of any obstructions.The escalation did not get made for some reason until late
8/10/when the customer called backOn 8/11/we sent a technician to the customer's house to find trees were obstructing the path of the signal It is stated clearly in our contract that the customer is responsible for keeping the path clear We gave the customer an option to move the antenna to the fence line where there was line of sight The customer has stated they will think about it.I spoke with the customer on 8/11/and did apologize for the delay as well as explaining that it is up to the customer per our contract to keep the path clear for the signal to get to them.We have refunded the customer the month of service they have paid and put their account on hold until they decide what they want to do.If we don't hear back from the customer in days the account will be canceled.No further action will be taken until the customer calls us back.Alex PhillipsCEO and General Manager***

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