Mid America Electric Inc

Dear Mr***,Thank you for your feedbackWe always appreciate hearing from our customers and their guestsService Excellence is a value of ours, so we take all complaints seriouslyWe have fully reviewed your complaint and the underlying issues described therein, and have prepared the
following response. 1) You note that as of January 6, you had been able to obtain access to the internet provided by Tengo for days (25% of your stay)The attached graph of your data usage during the stay at the park in question (11/4/15-1/5/16) indicates that you were able to use meaningful amount of bandwidth for of the days in questionYour specific data consumption was MB (over GB) during the days, or an average of MB during the days you used the WiFiFor reference, MB is enough data to use FaceTime for minutes straightYour peak usage was MB of data, equivalent to about hours of FaceTime.2) If you had desired a faster connection, as you note, this park did offer a "high speed" option, which could have solved some of your perceived network slownessIf you had opted to pay for this higher speed option and been unsatisfied, we would have offered to refund your paymentHowever, since you did not pay for the WiFi service in question, we are unable to offer you a refund or payment of any amountOur terms of service do not provide for a repayment for alternate WiFi sources you opt to use. 3) We would like to point out that a common misconception about our service is that we are the internet service provider (or "ISP") as your complaint suggestsIn fact, we are merely the WiFi network manager for our customersAs such, we are only able to impact the quality of the WiFi at any given park, which is ultimately dependent on the speed and quality of the underlying ISPIn this case, we identified with the park owner the need to upgrade the quality of the equipment at the park due to increased guest usage (number of devices and bandwidth desired)We completed this upgrade on December 30, and have been tuning the network in the days followingThe only call we have record of receiving from you during your stay at the park was on December 29, during the installation, which is explainable, as the network would have been taken offline during the upgrade. 4) Following the network equipment upgrade on December 30, we identified that a persistent issue remained with the Brighthouse internet line feeding the WiFiThis internet line is not owned or managed by TengoInternet, but we were able to work with the property owner and Brighthouse to bring the issue to their attentionAs of the date of this response, we have had consistent service from Brighthouse for less than one week, but are hopeful their speed of service will remain consistent, and we are monitoring the network for indications otherwise. 5) You note that you have had difficulty with TengoInternet at other parks around the USIt is important to point out that our business model specifically involves getting WiFi into some of the most far-reaching parts of the countryAnd as stated above, the quality WiFi at any of our customer parks will always be limited by the quality of the park's internet circuitIn many cases, parks are operating a TengoInternet WiFi network on an older DSL line or satelliteThese internet circuits are often below our recommended circuit speeds, but we continue to service these parks because they are our customers and their guests require internet, even if below consumer expectations. Again, we are grateful for your feedback, your patronage of this park, and use of our serviceI will personally call you to review this response and am happy to provide further updates on the status of the Brighthouse line at the park. All the best,*** ***Director of Sales, TengoInternet***

Complaint: ***
I am rejecting this response because:Dear *** ***,Thank you for taking the time to look into this matter and get back to me.Today is the first day in days that I have successfully been able to connect to the internet Paradise Oaks offers thru Tengo.When I called on the 17th of February in regards to this I was told Tengo towers were not assigning IP Addresses to most of the guests here and your "Administrative Team" is working on the issue. Furthermore they would be here Monday the 18th of February to further work on this issue.I successfully use a Nano Received made by Ubiqity that I have used at all other parks. I told your Customer Support Rep that I am certain that would connect and he advised me to do so. However, out of courtesy to the Park and from the direction of your Administrative Staff, I do not use the only device that allows me to network my printer / bar code readers / medical analog devices and laptop for my job.So I have been using Verizon. For the past days I have used 4,MB as an average usage. Not that I doubt the usage that you have determined, however I do more work and more hours using Verizon for the past days then I ever was able to perform with Tengo. IF and I do mean IF your service worked here at Paradise Oaks, I would be more than happy to pay for your service. The owner, *** *** offered me an upgraded services for days (free of charge) but due to your glitches (not Bright House - YOURS ! ! ! ) , this has been unattainable.On average I pay Verizon $per month for GB along with utilizing a marginal internet service usually provided by the park I am staying at. Definitely not a park that offers Tengo, or I would have left.Now my bill is anywhere from $to $a month due to the terrible (or should I say unattainable) service that Tengo has offered to this Park. This is at least the time Tengo (today) has been out to this Park to try to make a system work. I thought you were experts in the field. Look at the track record here and how many times you have had to send out a team of "so called" IT Technicians to try to solve a problem that is inherently yours. AGAIN, I say as a fact, it was never Bright House.I went down to the office to tell them that I need to leave early due to the fact that they couldn't offer internet. I would be subject to either a $default on my rate (for not staying months) or I am forced to pay the higher for Verizon MIFI usage.Here's a deal, instead of paying my MIFI overage charges, why not prove your "worth" and credibility to me by offering me a month of your upgraded internet? The owner here has, why should the burden lay on him?Just your response to this situation tells me that you never truly investigated the issues that Tengo has been experiencing here at Paradise Oaks, or your technicians and sales people have been falsifying reports sent to your Corporate Office.I await your call
Regards,
*** ***

Dear [redacted],TengoInternet is the wireless services provider to several properties within the RV Resort and Campground industry. Each network is owned by the property itself and they decide authentication type and service levels. This particular network is not mobile optimized and not designed for...

streaming. The network is only designed for basic web browsing on lap tops. We are currently discussing refreshing the network to align with customer expectations.The authentication type you were using is our “User Registration” type where you pay fees established by the property for access to the WiFi. We have several others including a free version, “Click-to-Connect” each authentication type is based on the business’s needs. With “Click-to-Connect” it does not offer the same level of security or shaping to allow for fair access. We consult properties on which type of registration is best for their needs based on the bandwidth speeds available and network type but ultimately it is their decision. Based on the type of ISP (Internet Service Provider) such as Cable, Fiber, and satellite there are data limits. Each ISP has different data limits and we shape the networks according to the constraints set by the ISP. TengoInternet is not the ISP and does not set the data limits we shape the network to ensure the best user experience possible.We offer full refunds based on how much data usage for those who have issues with the WiFi service they purchased. We know expectation-setting in regards to WiFi varies from property to property.The commercial that plays at the beginning of the login process is an interstitial video that is locally stored with on the network. It takes only 1mb of data which is considered when processing refunds. With warm regards,TengoInternet, Inc.[redacted]TengoInternet, Inc.Marketing Coordinator[redacted]3503

Complaint: [redacted]
I am rejecting this response because:Dear [redacted],I appreciate the time you took to call me yesterday and spent on the phone explaining the issues that you have been experiencing with the ISP as well.I awoke at 2:30 this morning in order to gain quality internet access and perform my job but to no avail with Bright House or Tengo Net.I called customer support and once again, they claim and see the signal is here but the towers are not assigning IP Addresses to the computers.What I see is faulty software or equipment on behalf of Tengo's fault.  Admittedly so, you did say you were having issues with the sql sockets and Tengo Corporate was working on them.I walked around the park with my laptop in hand from 2:30 AM until 315 AM (Big Park) . . . not one of your receivers/transmitters would assign an IP Address to my computer or tablet.You have to see my frustration.  It's not one device, but two that cannot connect when there is no one connected at this hour to your system.So here I am, burning thru my bandwidth, once again with Verizon and paying them to write this message to you.I suggest that you look into this matter further and get this issue resolved once and for all or admit defeat.I find it hard to believe that if there is sufficient connection (as I saw the bars at the office thru the main router), that this problem lies with Bright House at this hour in the morning.It looks to me like, once again we're back at square one, unless all these transmitters/receivers miraculously reset themselves this morning.Once again, I do appreciate the phone call and wish I was at home at the time instead of outdoors to receive it.  You painstakingly took me thru exactly what the problems and issues you have experienced here at the park and the reason you chose to place in a system that wasn't the best that Tengo had to offer due to cost on the owners behalf.However, if this is your best system and I still cannot connect, nor can others where does that leave me or the park?  I tried two devices, one at a time with the other turned off so it would not cause interference with the other.  That leads me to believe that others will have this issue when they try to connect at 6 - 7 AM when they arise this morning. Again, unless the system resets and corrects itself, that remains to be seen.I told you that no compensation was necessary since you were professional enough to call me and I would close this case.I have to now say, I will close this case when the issues at hand are repaired and work consistently as they do in every park I stay at while I travel.  Also I am going to suggest that due to all the hardship that I have endured this this entire fiasco since November.  If you do get it fixed, extend a one month trial of your upgraded service to me.  That would be the very least you could do and the cost would be negligible compared to the $50 to $70 a month extra that I am paying for bandwidth since I have been here.Cordially, [redacted]
Regards,
[redacted]

Dear Mr. [redacted],It was a pleasure speaking with you this afternoon. I am glad to hear the WiFi has been running smoothly for you these past few days and that you were able to pass that information on to the property owner. I am also grateful for your time in reviewing the issues we have had with this particular park's WiFi. Admittedly, the circumstances have been unusual and difficult, but we are confident that our network issues are resolved. The only remaining concern is the quality of the internet circuit feeding the property, but the property owner has communicated our concerns to the ISP and their corporate office is now troubleshooting. As always, please feel free to reach out to our Guest Support team directly for further support (866-YO-TENGO), or reach me personally if you'd like to discuss the network further.All the best,[redacted]Director of Sales and MarketingTengoInternet, Inc.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]