I have contacted our network team to see if we need to roll a truck for a service call as I have not seen any trouble tickets or calls listed on the account since September 18, Once I get a response from them, I can confirm options on service issues. Mary Kay L***
SpeedConnect has moved email service to a more robust email server/service. At this time, notification was sent to all of our customers asking if they wanted to keep their email or to move to a different/free service such as yahoo or gmail. If the customer accepted the $package,
they will be billed. None of our plans include free email any longer due to the enhanced service and costs. If this customer doesn't want to keep their email they will not be charged any fees and will have days to move to another email service. At this time, this customer is not being billed for email
*** *** ***
This customer spoke with Vanessa in retention and scheduled an inactivation already Once the order is complete, retention department processes any due refunds I will also have our network department pull records on the data but this will take a day or so to send
Please be advised that I have issued an additional $credit and that the $credit was issued prior. Our due date for all bills are due the 10th of each month and payment is not received until well past that and the grace period. The payments are mostly online so it isn't due to
mail delay or anything else. There are also responses via email on the account to any that we have received. As noted above, there was an additional credit of $posted.The current balance due is $104.75. This customer also has online access and is emailed monthly when the bills are available for to view and the email notification shows the amounts due. We have not gotten any bouncebacks showing any of our emails are not received. If you have any further questions, please do not hesitate to contact us
RevDex.com:
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 until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
The $includes April charges. This is what is due and the bill is correct. If the customer wishes to cancel the account, she will need to contact our office to do so. No further adjustments are to be made at this time as I already issued the late fee credits as indicated prior. In addition, this customer received a $per month discount on the services. If you have any further questions, please advise
Customer moved to a new location in December and has had issues although the last service call were went on, the customer had the power inserter unplugged. In addition, the customer was issued a full month of credit as well as credit for a late fee totaling $74.95. I have contacted our
AZ tech ops manager for any input and/or suggestions for this site and will contact customer with findings. If we cannot fix the service to the customer's satification, they can cancel with no additional fees other than for services used
Mary K** ***
Please be advised that I have passed this information onto our tech ops manager in AZ to see what exactly the issues are and if this has been resolved If we cannot correct the service issues and the customer would like to cancel with no fees, I will honor that request
To Whom It May Concern, I have reached out to our network team to review the account and service issues on behalf of MrHuckins I do see a $credit was issued just yesterday and also see that the customer has an indoor unit I will need a little to get back all the
information I have requested from our team but would like to know if we would be able to install an outdoor modem For this, customer must either be the home owner or have landlord permission. Please advise. Mary Kay L***
[redacted], You do not have to drive to return the modem, we can schedule a technician to come on site to pull our equipment. If this is acceptable, please let me know so that I can schedule the appointment. Mary Kay L[redacted]
I am not disputing my bill, and I agree that part of the equipment got accidentally unplugged by one of my kids back in January ,however after calling several times to tech support we still only have service less than 50 percent of the time. I understand that I am being offered satifaction or Speedconnect will cancel my service however we need the internet for our children's online school and would like to see it fixed. We have received many promises from Speedconnect to fix our internet but I'd like to actually see it happen before I drop my claim.Thank you.
Yes all is true in the response from the business. However, my address of which I have had for a long time can not be moved. I will need to have my websites changed with new links as well as business cards, letterhead, etc…. This also is very hard to get all of our customer base to change their address books for future contact with us. This is nothing more than a ploy to raise their rates on a customer, and is not any less than extortion for more money knowing that customers don't want to go through the hassles. We have had this address for years now and this is piss poor customer service! I would suggest that if they need to that any new customers pay for the added charges but leave their current loyal subscribers out of it. Let us have the existing non updated email services they are boasting, it works just fine as it is.
I did not see an attachment here but upon reviewing the account, I do see service issues so there is nothing due on the account. Account is closed with a zero balance.
The majority of the data used was in constant attempts to reload things that would only partially load before the modem quit working. Furthermore, the modem was unplugged for over a week because it simply stopped working. At the very least I deserve a refund for the part of the month I had no service. I have made dozens of calls to technical support (which they can verify) to try to fix this to no avail.
Unfortunately, anyone that is keeping their email needs to accept the $4.99 per month fee. If the acceptance is not received the emails will be cancelled.
Please be advised that I have reached out to technical operations manager in Arizona. His dispatcher Adam will be contacting the customer to schedule a service call to see what we can do here. This customer was an acquired customer from an acquisition of CommSpeed in 2015....
Since that acquisition, we have been working on upgrading all the sites in Arizona which take time. I am not sure what has been done to date, but we need the service call to determine what can be done. Customer should be hearing from our dispatcher today to schedule a time and we will go from there. Additionally, I am working with the local Market Manager on additional options for this customer.
As stated in my original complaint, I have discontinued service with Speed Connect due to the fact that they did not provide the high speed internet service as they promised. I have switched over to another ISP and no longer use their service at all. But Speed connect is still charging...
me even though I am not using their service anymore. I do still have their modem that they are forcing me to hand deliver to them at their business which is located over thirty miles from my home. They have stated that even if I do drive the almost 70 miles round trip to hand deliver their modem that they will continue to charge me at full rate for the next 27 days (from today), no matter what I do.I feel this fact is unacceptable. They are the ones that did not deliver as promised. I paid for high speed service while they only provided dial-up speeds. And I am no longer using their service at all yet I still have to pay them. Their very own service department stated they could not provide high speed internet to my location at this time due to them over-selling the service to my area. Yet I still have to pay them? That is just plain wrong.
Please be advised that although this active customer states his service doesn't work, there was 151GB of data used in October, 124GB of date used in September, 106GB of data used in August and 137GB of data used July. If the service didn't work, our customers would not be able to use that kind...
This was there mistake beginning mid August. I have paid my 30 bill as of yesterday.had no service for half of August through October 30, 2017. I then I went directly to the office here on October 30, 2017 and made a cash payment for November (I actually got my service transferred until the following day or two). All fees and late fees were supposed to be waived. This has NEVER occurred and not a single statement reflects this credit. Why would I have paid $30.00 for service that I wasn't receiving. My next payment was on November 28, 2017 which should have been applied to the December 10, 2018 due date, so ... waive the late fee for December. Then I made a payment on January 20, 2018 for the due date of 1/10/18. BUT!!!!! Pursuant to your website " 4. LATE FEES Customers are assessed a late fee of $15.00 for outstanding balances not paid by the 20th of the month." Since I made it on the 20th, still no late fees. HERE IT GETS BETTER: Yet on January 20th I received an email that said the balance was now $59.95. ???? What???? I'm current!? On January 21, 2018 I made Payment of 30.00 towards the due date of February 10, 2018. Again, no more late charges!!!!! My last payment was January 21st. I should have had no January 22, 2018 I received a statement that said I owed 104.85! I emailed.... AGAIN! and was told it would be reflected the next statement. I paid the March Statement on the 20th. as it is STILL not correct! I HAVE GONE OVER THIS EVERY MONTH SINCE DECEMBER! Proposal: Waive all of the fabricated fees and balances pursuant to the assurance by the office staff here in Prescott Valley on October 30, 2017. My contract is up on May 12, 2018. I want to pay through that date. Provide a local location to deliver the equipment or send a tech out to retrieve the equipment. Thank you, [redacted]
I have contacted our network team to see if we need to roll a truck for a service call as I have not seen any trouble tickets or calls listed on the account since September 18, Once I get a response from them, I can confirm options on service issues. Mary Kay L***
SpeedConnect has moved email service to a more robust email server/service. At this time, notification was sent to all of our customers asking if they wanted to keep their email or to move to a different/free service such as yahoo or gmail. If the customer accepted the $package,
they will be billed. None of our plans include free email any longer due to the enhanced service and costs. If this customer doesn't want to keep their email they will not be charged any fees and will have days to move to another email service. At this time, this customer is not being billed for email
*** *** ***
This customer spoke with Vanessa in retention and scheduled an inactivation already Once the order is complete, retention department processes any due refunds I will also have our network department pull records on the data but this will take a day or so to send
Please be advised that I have issued an additional $credit and that the $credit was issued prior. Our due date for all bills are due the 10th of each month and payment is not received until well past that and the grace period. The payments are mostly online so it isn't due to
mail delay or anything else. There are also responses via email on the account to any that we have received. As noted above, there was an additional credit of $posted.The current balance due is $104.75. This customer also has online access and is emailed monthly when the bills are available for to view and the email notification shows the amounts due. We have not gotten any bouncebacks showing any of our emails are not received. If you have any further questions, please do not hesitate to contact us
RevDex.com:
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 until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
The $includes April charges. This is what is due and the bill is correct. If the customer wishes to cancel the account, she will need to contact our office to do so. No further adjustments are to be made at this time as I already issued the late fee credits as indicated prior. In addition, this customer received a $per month discount on the services. If you have any further questions, please advise
Customer moved to a new location in December and has had issues although the last service call were went on, the customer had the power inserter unplugged. In addition, the customer was issued a full month of credit as well as credit for a late fee totaling $74.95. I have contacted our
AZ tech ops manager for any input and/or suggestions for this site and will contact customer with findings. If we cannot fix the service to the customer's satification, they can cancel with no additional fees other than for services used
Mary K** ***
Please be advised that I have passed this information onto our tech ops manager in AZ to see what exactly the issues are and if this has been resolved If we cannot correct the service issues and the customer would like to cancel with no fees, I will honor that request
To Whom It May Concern, I have reached out to our network team to review the account and service issues on behalf of MrHuckins I do see a $credit was issued just yesterday and also see that the customer has an indoor unit I will need a little to get back all the
information I have requested from our team but would like to know if we would be able to install an outdoor modem For this, customer must either be the home owner or have landlord permission. Please advise. Mary Kay L***
[redacted], You do not have to drive to return the modem, we can schedule a technician to come on site to pull our equipment. If this is acceptable, please let me know so that I can schedule the appointment. Mary Kay L[redacted]
I am not disputing my bill, and I agree that part of the equipment got accidentally unplugged by one of my kids back in January ,however after calling several times to tech support we still only have service less than 50 percent of the time. I understand that I am being offered satifaction or Speedconnect will cancel my service however we need the internet for our children's online school and would like to see it fixed. We have received many promises from Speedconnect to fix our internet but I'd like to actually see it happen before I drop my claim.Thank you.
Yes all is true in the response from the business. However, my address of which I have had for a long time can not be moved. I will need to have my websites changed with new links as well as business cards, letterhead, etc…. This also is very hard to get all of our customer base to change their address books for future contact with us. This is nothing more than a ploy to raise their rates on a customer, and is not any less than extortion for more money knowing that customers don't want to go through the hassles. We have had this address for years now and this is piss poor customer service! I would suggest that if they need to that any new customers pay for the added charges but leave their current loyal subscribers out of it. Let us have the existing non updated email services they are boasting, it works just fine as it is.
I did not see an attachment here but upon reviewing the account, I do see service issues so there is nothing due on the account. Account is closed with a zero balance.
Mary Kay L[redacted]
I have just received work that our tech ops team has a service call scheduled with the customer for tomorrow.
The majority of the data used was in constant attempts to reload things that would only partially load before the modem quit working. Furthermore, the modem was unplugged for over a week because it simply stopped working. At the very least I deserve a refund for the part of the month I had no service. I have made dozens of calls to technical support (which they can verify) to try to fix this to no avail.
Unfortunately, anyone that is keeping their email needs to accept the $4.99 per month fee. If the acceptance is not received the emails will be cancelled.
Please be advised that I have reached out to technical operations manager in Arizona. His dispatcher Adam will be contacting the customer to schedule a service call to see what we can do here. This customer was an acquired customer from an acquisition of CommSpeed in 2015....
Since that acquisition, we have been working on upgrading all the sites in Arizona which take time. I am not sure what has been done to date, but we need the service call to determine what can be done. Customer should be hearing from our dispatcher today to schedule a time and we will go from there. Additionally, I am working with the local Market Manager on additional options for this customer.
As stated in my original complaint, I have discontinued service with Speed Connect due to the fact that they did not provide the high speed internet service as they promised. I have switched over to another ISP and no longer use their service at all. But Speed connect is still charging...
me even though I am not using their service anymore. I do still have their modem that they are forcing me to hand deliver to them at their business which is located over thirty miles from my home. They have stated that even if I do drive the almost 70 miles round trip to hand deliver their modem that they will continue to charge me at full rate for the next 27 days (from today), no matter what I do.I feel this fact is unacceptable. They are the ones that did not deliver as promised. I paid for high speed service while they only provided dial-up speeds. And I am no longer using their service at all yet I still have to pay them. Their very own service department stated they could not provide high speed internet to my location at this time due to them over-selling the service to my area. Yet I still have to pay them? That is just plain wrong.
Please be advised that although this active customer states his service doesn't work, there was 151GB of data used in October, 124GB of date used in September, 106GB of data used in August and 137GB of data used July. If the service didn't work, our customers would not be able to use that kind...
of data.
This was there mistake beginning mid August. I have paid my 30 bill as of yesterday.had no service for half of August through October 30, 2017. I then I went directly to the office here on October 30, 2017 and made a cash payment for November (I actually got my service transferred until the following day or two). All fees and late fees were supposed to be waived. This has NEVER occurred and not a single statement reflects this credit. Why would I have paid $30.00 for service that I wasn't receiving. My next payment was on November 28, 2017 which should have been applied to the December 10, 2018 due date, so ... waive the late fee for December. Then I made a payment on January 20, 2018 for the due date of 1/10/18. BUT!!!!! Pursuant to your website " 4. LATE FEES Customers are assessed a late fee of $15.00 for outstanding balances not paid by the 20th of the month." Since I made it on the 20th, still no late fees. HERE IT GETS BETTER: Yet on January 20th I received an email that said the balance was now $59.95. ???? What???? I'm current!? On January 21, 2018 I made Payment of 30.00 towards the due date of February 10, 2018. Again, no more late charges!!!!! My last payment was January 21st. I should have had no January 22, 2018 I received a statement that said I owed 104.85! I emailed.... AGAIN! and was told it would be reflected the next statement. I paid the March Statement on the 20th. as it is STILL not correct! I HAVE GONE OVER THIS EVERY MONTH SINCE DECEMBER! Proposal: Waive all of the fabricated fees and balances pursuant to the assurance by the office staff here in Prescott Valley on October 30, 2017. My contract is up on May 12, 2018. I want to pay through that date. Provide a local location to deliver the equipment or send a tech out to retrieve the equipment. Thank you, [redacted]