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Description: COMPUTERS-NETWORKS, COMPUTERS-SERVICE & REPAIR, COMPUTERS-DEALERS
Address: 1095 C Plaza Dr, Grundy, Virginia, United States, 24614-9433
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I contacted igo technology to install internet service at my home in July of 2020. At the time of installation informed the technique that the internet speeds were not what I was expecting. The technique response was to buy the bigger data package. The data package I purchased was for speeds of 15mbs downloads and 2mbs upload. Weeks went by and we never recieved any improvement. I have had nothing but problems with the service keeping a connection to their network. After several attempts to get igo technology to fix the problem they have failed to. Now they ignore my request for service. At the end of September I called the main number and informed the employee that I wanted to change my data package to a lesser plan. The employee then informed I could never receive the speeds they were charging me for. After their tech stood in my house upselling me to a package I could never benefit from. I am done with the garbage internet. I want to cancel my contract or I want what I'm paying for.
Good Afternoon, Ms. Collins In response to your complaint filed with the Revdex.com, management has issued a credit for the balance due on your account in the amount of $96.90. After applying this credit, the balance due on your account is zero. Management has also waived the early disconnect fee in the amount of $120.00. We will contact you early next week to schedule a time to come and pick up our equipment since this arrangement is not working out for you, our customer, or for iGo.
IGo Technologies accepted a federal grant to provide internet access to rural areas of southwest Virginia, including *** & *** County. They have stopped providing service to my rural area because they have started over-shooting the signal to gain a larger profit from the much more populated area of *** (Which already has several high speed internet providers.) The only option they gave me is to build a 10 foot tall tower in my yard so the antenna can pick up the signal that is over-shooting my area. This is unacceptable! I have already allowed Igo to damage my roof to install the internet antenna to my roof before they started over-shooting the signal. I should not be liable for buying the cable and 10 foot tall pole to reach the new signal location. This is completely unfair and a complete misuse of government funding! It is a shame that people of my area have no chance a getting an education due to no internet access.
Dear: (Sir/Madam): We are in receipt of a “complaint” filed with your agency by *** (“***”) relative to her internet service. While we are unable to determine why any such complaint was filed with your agency regarding this issue, we will respond completely and correct the factual errors in her letter. IGo Technology (“IGo”) has been in business for many years. Our business is located in a rural area of Virginia that is challenged by low population densities and also being very mountainous. We have offered multiple computer related services, including wireless internet services, for the last ten (10) years. Since wireless internet services of this type are dependent upon line of sight technology we are limited in our ability to service everyone in our area of operations due to terrain and signal issues. *** lives in a very rural area of *** County, Virginia that is not served by traditional internet providers and has to rely upon wireless or satellite connections for internet. *** was a prior customer of IGo Technology several years ago and was able to receive acceptable wireless internet speeds from our service. As time progressed her service quality deteriorated. After receiving her initial complaint to our office we sent a technician to determine what was causing her loss of service. After investigating it was determined that due to the growth of trees upon a neighbor’s property *** no longer has good line of sight to the access point for the IGo tower. She was given the options of working with her neighbor to cut/top the trees or, if she so chose, to have a pole (EMT conduit) to overcome the trees erected upon her property (IGo even offered to set the EMT conduit pole for the cost of the pole and a small service fee). She became upset at her situation and for whatever reason blamed IGo for her inability to receive the necessary signal. IGo is unable to determine why she interjected any grant funding for past or current projects into her matter. Be that as it may, insofar as the use of grant funds of any kind regarding her service, it is inapplicable. IGo has been awarded grants in the past (a small grant for use in *** County to provide limited wireless access; grants for other wireless and optical fiber in areas that do not include ***’s residence, etc.). However the prior grants have been closed for some time any current grant funding does not cover the area of ***’s residence. Last, IGo does not offer any services in the City of Bristol and we are at a loss as to why she would interject that assertion in her “complaint”. In summary, her inability to receive wireless signal is not related to any failure on the part of IGo, but rather do to her loss of a line of sight to the access point. When given options to restore the signal, she refused and has now filed this complaint. Her assertions about the use and utilization of grant funding are patently false. If you have any questions please do not hesitate to contact me. Sincerely, Steve Vandyke President
I have reviewed the response offer made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I would like to add that the statements I made that Igo clear that they are deeming as false is information that came directly from their customer service. Igo technology customer service is whom told me the signal over shot my property and was pointed toward the Bristol area. Also they never offered to install the new pole for a fee and could not do so if they wished because I have photos to prove the new location they wanted me to install a new pole at my expense is in state right of way. Miss Utility does not give permission for people to dig in the state right of way.....
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