MCSNet

Initial Business Response / [redacted] (1000, 5, 2016/04/28) */ Services will be cancelled with the contract cancellation fee waived The wireless connection at the customers location requires a lower frequency radio to make the connection, the lower frequency is a smaller band and the top download speed is limited to Mbps with speed variances associated with the tower load, which means the speeds may be slower during the peak usage timesConnection itself has been running well with continuous and substantial usage far exceeding dialup speeds (Mbps) Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted]

We will require the name the account was under to look into this any further

Initial Business Response /* (1000, 8, 2015/07/14) */
Contact Name and Title: *** *** - CTO
Contact Phone: XXXXXXXXXX ext ***
Contact Email: ***@mcsnet.ca
We are in the process of having this tower upgraded to handle the recent large increase in bandwidth consumption due to more and
more customers streaming video at peak timesThe tower the client is connected to is being upgraded as part of the Connecting Canadians ***
We hope to have everything in place very soon to be able to start the upgrade process and this tower will be one of the first to have the upgrade completed
*** can contact me directly if he wants more details on this
Initial Consumer Rebuttal /* (3000, 10, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business told me that an upgrade is in progress, however I have been told this many times in the recent past, without follow through on the actionThey mentioned that there is a new government program to help service providers upgrade their equipment, so I believe this time it truly may be differentWhile I do sincerely appreciate the company reaching out to communicate and do believe they are being honest, until the upgrade actually happens and we are satisfied with the improved service, I would like to keep this complaint open and unresolved
Once we do see the upgrade and improved service to our satisfaction, I will be more than happy to recognize the company for responding to our complaint, working with us and taking action for effective resolution
Final Consumer Response /* (2000, 17, 2015/08/10) */
MCSNet has followed through with the upgrade as promised and our service has improved significantlyWe sincerely appreciate MCSNet for working with us to effectively resolve our issue in a reasonable time frameThank you to the Revdex.com for facilitating the process to a satisfactory conclusion

How could the fix the problem when the equipment was removed on Dec two days before the arranged paymentThey were not willing to fix the problem for the previous months

I have attached screen shots of the account, if you can, please block employee names from being seen as we don't give out last names to customers. The pick up date had gotten pushed back a few times as you can see from the tickets on the account.  It shows on Dec 21 as the date when our installer went to retrieve the radio from their location.  There's no mention of December 14th in the ticket. We have left messages once a week trying to reach [redacted] once her payment came back NSF the first time with a suspension of services once it reached 60 days passed due. We did our due diligence trying numerous times to make contact without any luck.  When I was finally able to make contact on Dec 8, I wrote in the ticket adjusted billing, date credit of $143 was issued.

We tried numerous times to contact customer without success.  Finally made contact on December 8 to which a credit of $143(total of $286) was made to both accounts she had with us. With a payment arrangement made for December 17.  No payment was made as per discussion so on December 21 the...

radio was picked up from customers location.  There are new charges of $160.81 which would be cancellation fees for not full fulling the signed agreement between customer and MCSNet however we have credited back those final charges and there are no fees owing at this time. As well on December 8th when making payment arrangements, customer stated services did not work properly before services were suspended due to non payment.  She was then informed that once payment is made and account is up to date, tech support would take a look at the account with the possibility of sending a technician out(pending on problem, not all require a on site  technician) to her location and get services running again.

Initial Business Response /* (1000, 5, 2016/04/28) */
Services will be cancelled with the contract cancellation fee waived.
The wireless connection at the customers location requires a lower frequency radio to make the connection, the lower frequency is a smaller band and the top download speed...

is limited to 3 Mbps with speed variances associated with the tower load, which means the speeds may be slower during the peak usage times. Connection itself has been running well with continuous and substantial usage far exceeding dialup speeds (0.05 Mbps).
Initial Consumer Rebuttal /* (2000, 7, 2016/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted]

Equipment was removed on Dec 14th. Witnessed by Clint m[redacted] Cheyenne T[redacted] ando Daniel g**

Initial Business Response /* (1000, 5, 2016/01/13) */
I'm not able to find an account under this name. What name would the account be under?
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They just have to...

check the last name and the file history. I filed in my parents behalf, so it may be under [redacted] or [redacted].
This complaint can likely be closed though, since they have sent someone out and the Internet, while slow, seems to be reliable. They also provided a credit for the weeks the service was out, which is appreciated.
[redacted]
Final Business Response /* (4000, 10, 2016/02/01) */
Complaint was related to exceptional weather causing freezing fog frost buildup on the antenna affecting the signal. Original appointment was rebooked due to vehicle failure, and was completed on Dec 28th.
Complaint can be closed.
Final Consumer Response /* (2000, 12, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/03/09) */
[redacted] had emailed in to our tech department asking about combining bandwidth between his two accounts, he was informed we were unable to do that but that we could set up a manual recurring credit as long as the connection did not go over the...

10 GB allowance of a smaller package we offer. [redacted] had accepted the offer. On January 14, 2016 [redacted] and [redacted] had exceeded the allowed gigabytes and so the credit was then removed from the account. I have attached the email thread that was sent between [redacted] and our tech department.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
[redacted]
[redacted]
[redacted].