Lazerpro Digital Media Group

Review: I rented internet service for my [redacted] apartment in [redacted] Pa from Getwireless for the period of 9/1/2015 thru 9/1/2016 and pre-paid in full the amount of $455.50 on 24 August 2015. I have decided to let my current service expire when my contract is up on 9/1/2016 and I notified Getwireless of my decision. I have returned all my modem equipment to Getwireless prior to end of my service priod and Getwireless has acknowledged receipt, and therefore I expect a ZERO balance. Instead, Getwireless has added new charges of $114.95. Their rationale for these new charges is $39.95 for one month's service (September 2016) for cancelling without 30 days notice and charging me a late fee of $75.00 for not returning my equipment by 1 August. My objection is many-fold: 1) I am not cancelling my service; instead, I am letting my current one year service period expire on 1 September 2016. Additionally, even though I purchased a one year service period which does not expire until 9/1/16, Getwireless expects me to return my rented modem equipment one month prior to the expiration of my service period. Under this argument, I could argue that I should be refunded one month's service under their logic. I contacted Getwireless and explained my rationale to the billing employee who passed me along to her manager. The billing manager was not interested in discussing and threatened that they will engage a collections agency for the amount of $114.95 for the above charges. Lastly, I was charged $36 to rent a router for the service year which was insufficient as acknowledged on September 11, 2015 by Getwireless own technician, and as a result, the technician recommended that I purchase a higher performance router myself which I did (I have email documentation to prove this statement). Therefore, a minimum refund of the $36 would be seem to be reasonable.Desired Settlement: I minimally expected that my balance for Getwireless will be ZERO since I pre-paid for one full year and I have returned all my equipment prior to the expiration of my one year service period. Additionally, if Getwireless is interested in doing the "right thing", they will refund me $36 for the rented router that I pre-paid for but did not work and subsequently returned to them. I purchased a new router from Best Buy on 9/13/15 ([redacted]) which the Getwireless technician recommended. I have documentation to support all the above.

Business

Response:

September 13, 2016To Whom It May Concern:I am writing in regards to the complaint that was submitted on 8/21/2016 for ID #[redacted].The customer was notified on March 1, 2016, March 22, 2016, May 2, 2016 and June 14, 2016 stating that it was up to them to contact us 30 days in advance regarding ending service so that it would not renew. The Renewal bill was sent via email and standard mail on August 12, 2016. The customer called on August 15, 2016 to cancel service. We will write off the current balance of $114.95 as a customer service credit.As for the Rented Router, it will not be credited as we are not charging for the 30 Day Notification.The current balance is now $0.00 and the account is closed.Thank you for the opportunity to serve you.Laura C[redacted]Getwireless.net

Review: Before moving into my first apartment at school, I received repeated mailings from GetWireless.Net promising quality high-speed internet. I signed a contract, expecting what they promised. From the day it was installed until the date I cancelled service, I and my roommates had problems with the internet. I made multiple service calls and was given recommended fixes but with no success; all calls have been documented. Contrary to what they say, no one appeared or tried to appear to "fix" the problems. Sometimes there was no service; when there would be service, it was very slow or it would cut out. One time when I called, the representative blamed our router, saying that there was nothing that could be done because the router hadn't been provided by them. Had they checked their records, they would have seen that the router was rented to us by them and we were billed for it. Because we were over a week into classes and we needed the internet, we contracted with Comcast which was $30 less per month, does not have a cancellation fee of $150 and who has provided faultless service. I received nothing but excuses from Get Wireless and did not receive the service they promised. Now they keep billing me for the termination fee and adding $5 each month as a penalty. I should have looked at the internet reviews of this company as well as the number of complaints to the Revdex.com before contracting with them. Unfortunately, I believed their promises in their mailings and was naive enough to sign a contract. Now I know why people say BUYER BEWARE with companies like this. The problems reported by others are very similar to mine. If their service was so reliable, they wouldn't have to charge $150 in cancellation fees as this is not standard with any other cable/internet company.Desired Settlement: That they zero out my balance and forgive the $150 termination fee. My mother tried to get them to reduce the amount but they refused.

Business

Response:

To Whom it May Concern;

We are sorry that Ms. [redacted] experienced the issues that she stated in her letter. We

understand how important reliable Internet service is for our customers, and focus on

providing reliable and superior service to our customers.

There are many factors that impact Internet speeds. Our support technicians are trained with

a process that will identifl’ where the issue may be and assist in resolving the issue for the

customer. Customer satisfaction is our number one priority.

We reviewed the support tickets, as well as the phone logs and recordings. As I am sure Ms.

[redacted] will agree, the issue that she was experiencing was related to wireless interference. This

is evident, as when she plugged into our service with an Ethernet cable, she had no

problems, and the service worked as well or better than advertised.

Unfortunately, we don’t control the wireless airwaves or the customer’s internal network

beyond the modern. Ms. [redacted] and her roommates were having wireless issues, and not

Internet service Issues, which was pointed out during our calls with her. We provided her

recommendations on how to mitigate this issue, but they were Ignored. We do our best to help

customers deal with localized wireless Interference or local networking problems but this is

not something that we or any other service provider can solve for a customer. We

recommended that the customer talk to the muter manufacturer for recommendaUons, change

the wireless channel or plug directly into the service.

We are showing the account as currently closed and with no balance due,

Thank you for your time.

Sincerely.

Review: We became Getwireless.net clients on 11 June 2013 in State College, Pa. The next day we had no internet service due to heavy rain the previous night. Since then we had Internet issues every time there were bad weather conditions. It seemed like there was a major issue in the building that caused these outages.We paid for 20Mbps download speed and 1Mbps upload speed. On average the download speed we received was 3-5Mbps. We also experienced short 30 sec 1.5 min outages 3-4 times a day throughout all the 7 months we were Getwireless.net customers. We had to regularly call the support line, they would test it, the test would show bad results and we would be promised to be called by managers. No result.In November they said that those must be interference issues that the company was not responsible for. The test they suggested showed interference was not the problem. I was promised to be contacted again, and again there was no call or response to my e-mail.In January 2014 our Internet went down to 1.75Mbps. After a talk with the support representative who was even unable to perform a test. I finally got a call from [redacted], a Getwireless manager, and he gave us 2 options: 1) to switch to the 12Mbps plan and 2) to discontinue the service. After I asked if they guarantee that we will receive 12Mbps and not our usual 1-5Mbps he withdrew the first offer. The manager asked us to discontinue the service and promised to reimburse us for a month but did not specify the amount. All my requests to come to our unit, inspect the problem and find a solution to the problem were waved off. It sounded like we had no choice so we called another company and connected to them. We were notified that the Getwireless.net service would be discontinued on 3 February 2014, and so it was. So far we have not received even a notice about the reimbursement for the money we had already paid for the month let alone a compensation for continually bad service and horrible attitude.Desired Settlement: I have never abused the company in any way and was very polite in trying to get the service for which we was paying $39.95 every month plus $49.95 for the installation that we could easily have performed ourselves at no charge like other companies suggest. I do not understand why we were treated in such a manner and why we were disconnected instead of having the problem fixed. So, this is the amount we request as a compensation: $39.95 + $49.95 = $89.9.

Business

Response:

Review: I was a loyal customer of Getwireless.net sine April 2009. I was never late in payment, and overall was a great customer.[redacted] was the technician who installed my internet service in April 2009. When he installed our service my husband and I asked about the contract length. We understood it was a 2 year contract and then after the 2 years was up it would be month to month. The whole time I had service with Getwireless, the speeds were never up to par. I called on many occasions to discuss this with teh technicians and it never got any better. I was always told there is an "interference" in the line and that is causing it, but they couldn't tell me what was interference. They also told me that soon a new equipment would be installed that would take care of this, that never happened.Flash forward to early January 2014. I found out I was finally able to get Verizon DSL in my area, so I jumped at the chance. I called Getwireless to cancel my service (mind you I paid the bill in full, so I was not behind or delinquent in any payment). They told me that there would be a $200 early termination fee. To my surprise apparently I've been enrolled in an auto renewal contract, so every 2 years it extends my contract. I had NO knowledge of this, and never have experienced this with any other company before. I asked to speak with someone, and was always told this person was not in the office or was unavailable. The person that I was always directed to was [redacted]. I asked to make a meeting with him, or call him directly and that was never allowed. He was going to call me back. He NEVER called me back. I've called back on several occasions and he is never available. I've asked to speak with his manager and that was not allowed. The IT department opened at ticket (Ticket # [redacted]) when I called to speak with his supervisor because [redacted] wasn't calling me back. This was on 1/28/14, and no one has EVER called me back to discuss this issue.Desired Settlement: I would like the $200 early termination fee waived. I was never informed of this auto renewal that I was involved in. I saw another complaint for this company that was resolved with the $200 early termination fee being waived. The bottom line is that I never received the speeds or service they stated, and I NEVER was aware of the auto renewal. Additionally I've been nothing but nice and tried to resolve this with the company but they refuse to talk to me and continuously ignore me.

Business

Response:

Review: Getwireless.net is an Internet provider and I have called in 8 times since May 30, 2015 complaining that my Internet connection doesn't work. They have repeatedly told me they will fix the problem and will call me back. I have received no help form them and my connection still does not work.Desired Settlement: I expect that the Internet provider Getwireless.net get my Internet connection up and running as is in my contract. I would also like to be refunded because of the low quality of service and complete lapse in service whatsoever in the last week.

Business

Response:

In the attached call logs, you will find that we have tried contacting [redacted] numeroustimes with no success. His seMce is working at the speeds promised to him.Therefore, no issue will be refunded.312512015 3:25 PM Called into gw. Never picked an option. Call ended after 20 seconds3125/2015 3:26 PM Called into gw. Never picked an option. Call ended after 20 seconds3/25/2015 3:27 PM Called into gw. Chose tech support option. Call ended after 20seconds Caller hung up3125/2015 3:28 PM Called Into gw. Chose tech support option. Call ended after 20seconds Caller hung up4/07/20W 4:02 PM Called Into gw. Never picked an option. Call ended after 20 seconds410712015 4:02 PM Called into 9W. Chose tech support option. Talked with server plus for33:47 Complained about slow speeds, Received 18.77 and 17.04 WIRELES$LY while on thephone with SP. Argued that this was too slow. Said he would change his ONS servers on therouter and call back.4/01/2015 4:46 PM Called into gw. Chose tech support option. Talked with server plus for20:37. Again complained about slow speeds. Again got good speeds wired ANDwirelessly. SI’ told him that speeds are in line with the plan, and that the router was causing theslower speeds (2-3Mbps).410712015 5:20 PM Called into gw. Chose the sales option. Customer hung up after 22seconds.4/07/2015 5:20 PM Called into gw. Chose tech support option. Talked with sewer plus for11:17. Again complaining about slow speeds. Now says that it is only with the router, which Iswhat was explained to him the last three calls. SF’ tech read the notes from T2, which statedthat all speed tests need to be done with the router bypassed, and that wireless interference is aknown problom in comploxos like his. Basic steps to try to mitigate this wore given. Customerwas unhappy that we couldn’t just ‘make it work’.5/30/2015 5:57 PM Called into gw. Chose tech support option. Talked with server plus for11:12. Claimed that the connection was not working. A few questions ins the connection wasworking as intended. Changed to intermittent connection. Customer agreed to monitor theconnection and call back with any issues.5/30/2015 6:21 PM Called into gw. Chose tech support option. Talked with server plus for23:21. Wait time was a little long. Call was escalated because he could not ping Google(known issue at Meridian, and there is a notice concerning this), Call was for no service, but itwas working throughout the call. T2 called back with no answer 6)0112015 6:53 PM Called into gw. Chose tech support option, Talked with server plus for6:21. Never mentions If the service is working or not, but says that he will only be aroundWednesday and Thursday of that week (this was a Monday). Was called by T2, and he toldthem to get back to him the next day.6/02/2016 5:40 PM Called into gw. Chose tech support option. Talked with server plus for6:01. Claimed that he had no service. Told server plus that he had heard from nobody at T2,which is incorrect. Ticket escalated based art customer’s statement. T2 called back with noanswer. Setup a return call for the next morning. Called next morning and answered. Saidthat he was not home, and wanted a call at 7PM that night. We told him that he could call backin, and that it would be best if it was between 8-5, so that we could investigate, if necessary. Atthis point, T2 noticed that the modem is connected as intended, but nothing plugged into it6/0412015 8:58 AM Called into gw. Chose the tech support option. Talked to server plus for9:27. CallIng to make sure that we call him back today. Said that he needs to leave by 1PM,and will not be available after that. Called customer with no answer. Also emailed customer atthis point, from ZenDesk, referencing his escalation. No response.6/05/2015 5:34 PM Called into gw Chose tech support option. Talked with server plus for13:36. Customer will not troubleshoot. Updated email on file, as he claims the new address isthe only runofioning email address Said phone is still preferred method. Notes on the accountmissed by sp, which reference the fact that the modem Is operational, and that it shows notingplugged into it. Sent back to SP for a call back.6/05/2015 8:28 PM Called intogw. Chosetechaupportoption. Talkedtoserverplusfor2:48. Demanded refund. No troubleshooting or anything else. Set up another callback for thecustomer,Notes from the call back are: Customer bypassed router, cleared cache on browser, andservice restored. Issue looks to have been with customer equipment the entire time.Service was working as of this point, and would have been previously if he has answered ourcalls/emails, and followed basic troubleshooting.As of this morning, there is a DHCP lease showing on the modern. Service Is working.If you have any questions, please feel free to contact me.Thank, You![redacted]Account ManagerGetwireless.net[redacted]

Review: I am four months into a one-year pre-paid subscription of the GetWireless.net 12 Mbps internet service on. My internet speeds are rarely as high as advertised, and normally 1-2 Mbps or lower for several hours of evenings and weekends. I have amassed and assessed high-quality internet speed test data and observations of computer network utilization during real internet usage.Despite many communications with them of my complaints and supporting data, their technical support and management are flat-out dismissive that there is any problem with my service. They consider the speeds from THEIR server (the Ookla speed test they host) as the only relevant metric for Internet speed, and that achieving 12 Mbps download from their local server proves that I have good internet service. But these speeds are always MUCH higher than those seen from any other speed test or any real Internet usage. This metric, and thus their efforts, have been ineffective in diagnosing the issues with my service. IT professionals have reviewed my download speed test results, their best explanation is insufficient bandwidth from the Getwireless.net server to the rest of the internet. Their metric for internet speed is VERY questionable.Last I spoke with someone at Getwireles.net about my service, we agreed that discussions the termination of the contract would be the most fruitful path forward and, per my request, these discussions be in-person. I called the front desk person, Laura, on 11/20 to schedule such a meeting. First, she was unable to find records of the previous phone call and the support ticket that prompted it. Then she said she would call by the next day with meeting times. As of the afternoon of 12/01, no such call has been received.Clearly, they are not making a "best effort" to provide me with the contracted service and fix the situation. Instead, they appear to be putting forth their best effort to deny the existence and validity of my situation, and insufficient effort thus far for other means of resolutionDesired Settlement: I submit that Getwireless.net has not been offering internet service on a "best effort" basis since Day 1 of my signed contract. Most proper resolution would be that Getwireless.net hence forth give a "best effort" such that internet performance, as evaluated by a fair metric, becomes on-par with its ISP peers. Should this method of resolution be so unfortunately declined, then my secondary request is a full refund of my contracted price, and termination of the contract with the ETF waived.

Business

Response:

We are working with the customer to identify and resolve any issues and also offered them the opportunity to cancel with no penalties if they so choose.

Review: For three years we have been a subscriber to [redacted]. We have been on contract to receive 12mb/s download speed yet we have never received a download speed greater than 3mb/s. This is verified by connecting a computer directly to the modem and running a speed test. We demand to receive the service we are paying for.Desired Settlement: We want our bandwidth speed increased to 12mbps download and 1mbps upload. This is what is listed on our contract that we signed and are paying for.

Business

Response:

Thank. you for contacting us regarding Revdex.com case id [redacted]. We greatly appreciate you bringing