Milburn Construction

Dear Mr [redacted] : Again I would ask you to work with our tier support staff when you are at the location to get this issue resolved There is really nothing further to add that was not addressed in the original response Thanks!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint After Three weeks and phone callsI am not sure what he means about not working with himI asked him what an acceptable amount of time and or testing would be acceptable and he had no answerAsked again and suggested more time? week? He said he didnt know I have used many diferent providers in different cities It's usually a one day hookupIts an old time business practice to put blame on the customer and not accept responsibility for your own deficienciesVery sad and pathetic ownerAlso he said his tech verified the speedNot trueHe only verified the strenth of signal, the tech asked to use my computer to check speed and it was not set upSpeed was never checkedAnd by hopis own admission, hes trying to make it sound like mbs is acceptableIts notI switched to time warner and they had me running at mbs in hrs for the same rate I try to always use local businesses, and there is always a bad egg in the bunch [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards,

Here is the same response sent to another organization the customer sent complaint to The problem here is Revdex.com is wide open and will allow anybody to post whatever (at least from the customer side of things) We will NOT post any further replies after this as we were "warned" by the customer they would post this all over We have attempted to discuss this with the customer, but both parties have different ideas on what is happening.As the customer did mention we switched them from an older service to our current 5G service on October 28, While they did have service prior to that it still did require our installation team to go out to the location, swap the outside and inside hardware as customer mentions, align / test the system for optimal connection and then setup the customer on this new service Excel.Net treats this switch the same as a new installation as it can require all of the components of a new installation The rates that we have published for the services of course are a blended average of the costs we incur because it was found that customer preferred this If we can tell them it will be $xxx.xx to install versus it will be $xx.xx per hour and we expect ABOUT x hours they are a bit more hesitant So while some jobs may complete more quickly, others do not and we have factored all of this in when determining the costs Even at that the ACTUAL costs involved with the installation are FAR greater than what we charge up front We are just assuming that these costs can be factored into the monthly billing that a customer pays for the - years that they contracted for If they terminate early we have an early termination charge to help recover these actual installation costs.Prior to the installation team being sent to their home for the upgrade we they worked with one of our schedulers to discuss the procedure and to go through the process with them We use an automated scheduling template / form that requires the schedule to fill in information and check off each of the items to discuss with the customer to complete this process This is included in its final format that is included with the other paperwork for the install teams During discussion of service plans and contract length the scheduler also discusses that if the contract length is not met there are early termination charges associated with this So customer was aware of the costs involved prior to our being on site.We also have a service information sheet that the customer would have filled out the day the installers were on site and this is on file, though no forms included to protect identity The customer selected for the Year service options which allows for FREE installation of the service and again the early termination charges are outlined on this form right in the same section where the FREE was selected At the bottom of the form the customer signed and dated the agreement The last item is the operating agreement that in conjunction with the service information sheet forms the entire agreement between Excel.Net and the customerYou can find this online at our web site: http://www.excel.net/support/contract.php Items and of this agreement seem most relevant to the discussion at hand regarding the early termination fees The service plan the customer signed up for is called our "Basic" plan and is meant to be just that It is intended for customers who browse web sites, use social media, might do some light gaming and the occasional downloading of music, updates and other information While it may be able to stream video in some cases that is highly dependent on the site they are streaming from, the quality of the video being streamed and the devices that are participating in this We always recommend for customers wanting to stream video that they go with our Family or higher plans This has the bandwidth needed to properly handle many of the video streaming sites and provides for a better experience for the customer As the customer mentioned on 7/they did indeed change plans to the Family plan which is more appropriate for the streaming of video On 7/we talked with the customer who stated they were still having issues, but when we worked with them were not able to reproduce They agreed to call in when they were having issues with the service which would allow us to look at more items while the problem was happening As you can guess it is difficult to "fix" a problem when you cannot see it happening On 7/one of our Tier support checked back with them and was told that the service had worked well Sunday evening (7/5), but that they had not been using it much Again it was discussed that they would call in if there were further problems, they were not waiting for us to call them back The next call after that was 7/to cancel service as the customer mentions The cancellation was at the customers request and with our last contact being that it had been working and they would contact us if issues The account was canceled at their request which generated a $charge for the early termination Since that point additional late charges were added to the account bringing the current balance to $508.70.On 7/Tom called in asking to speak to a manager about the termination feesHe spoke with our office manager regarding this at which point she pretty much reiterated the information in the previous paragraph Most importantly being that our last contact with them was it was working fine and they would call in if the issues persisted Not being satisfied with that answer he asked to speak with her supervisor On 8/(Monday after his call Friday) I personally called Tom to discuss the matter after reviewing all of the information Again reiterated that I was sorry they were having issues, but to the best of our knowledge it had been working for them and then they just up and canceled He offered at this point to pay $100.00, which was not accepted I counter offered that we would be willing to adjust the agreement as if they had signed a one year term This would result in the $installation for that term being charged, the $early termination fee and then $for the months in a ONE YEAR agreement left While the exact amount was not calculated this would have saved the customer about $from the signed agreement amount and was simply a goodwill gesture The customer refused this offer and that brings us to where we are today We would still make this offer, but do not feel anything further can be offered

While I agree with the customer that the process that needed to be completed is one that does not take much time, it is one being performed by our Tier support people to insure correctness as this can cause complete lose of connectivity if not done correctly According to all of the calls logged to this account (we log 100% of calls) it was opened up on 7/for the change of MAC address What happened after that is the customer continued calling into Tier support which then grabbed the ticket back to log the additional call information taking it from the Tier queue This happened on 7/before the customer was called, then it was placed back to Tier On 7/@ 12:12pm our Tier called and left a message which would have again explicitly said how to contact Tier On 7/(Saturday) twice customer called into Tier causing the ticket to be pulled back to their support level and then pushed up to Tier Finally Monday the ticket was left in Tier we called and spoke with customer and it appears the issue was resolved.I apologize for the issue and delay caused by this, unfortunately it can happen when a call gets escalated but the calls keep coming into the Tier support desk as was the case here We are happy to issue a day credit to the account as a courtesy and this will be done automatically If the issue is not resolved please feel free to contact our Tier support staff and it will get resolved Thanks!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]i have called excel at least times, my wife has called them several times as well, all relating to the same connectivity issuesJust this morning our internet cutout in the middle of streaming a video, out of nowhereWe have gotten the same run around since we started serive with them in January and feel we are being taken advantage off Regards, Jonathan [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Thank you to the Revdex.com for trying to be an intermediary We disagree with Excel.net noting they only blame us for the continued lack of functional performance (being able to download, watch movies uninterrupted, etc) We were simply not able to consistently experience their advertised functionality even when the speed of communication measured by the web site they recommended with our equipment working in conjunction with their equipment was near their designated speed We are at an impasse Regards, [redacted]

We have attempted to look for this account by the name, address, phone number and e-mail address provided in the initial complaint However, we are not finding the account that this is associated with Once we have that information we will be able to provide the necessary documentation to address the request

Many of the customers calls into our support were for the changing of his router and not at all related to service issues I had worked with our support and verified that the speeds the customers plan allowed for were able to be achieved from HIS radio to the tower We did MINIMAL troubleshooting with customer and the logged calls in the support ticket have many where it was either us leaving a message or customer calling and not at home to work on the issues they were facing Many items affect speed that a customer receives, but we were not allowed to assist with determining the issue I spoke directly with customer and mentioned that we really had a number of items that had not been looked into at their end of things Then customer on their own cancelled service without trying to resolve any, the early cancellation fees apply

We feel that our initial response contains the relevant information concerning this matter and customer's second message simply restates their initial filing

This is simply a case where the customer refused to work with us regarding any issues and even by their own admission showed that the problem was likely with THEIR equipment We received an e-mail April 27th from the customer: Just FYI, we are having inconsistent quality of coverage requiring us toreboot the routing fairly frequently We are there only a few times a monthand have to reboot the router almost every time.The router whether purchased from Excel.Net directly or from any other location is the customers equipment Following that message we reached out to the customer MANY times However, this location is not their primary residence and we were having a hard time connecting with them while they were on-site Also, during the call attempts customer informed us they added additional "boosters" in the home to expand coverage and unless done properly this can cause internal wireless roaming issues and such, but again this is customer equipment and NOT ours or under our support The one time during that support ticket we were able to get hold of customer there were some issues with their devices not having updates needed and speed tests were showing proper results with all of the traffic on the connection.Then July 29th the husband called to cancel the account and was told that they were still under contract At that point he threatened us and the call was endedAfter that our interaction with the customer was to coordinate the takedown and return of the equipment that is ours Customers balance is currently $and we do feel that is correct and owed to us

***I do see that there is a technical support issues open with our support staff that is being worked on and this is definitely the best route to problem resolution Please continue to work with the support staff and they will assist you in getting things up and running Our
administrators and myself (owner) do not do phone support, but do certainly support our front line staff with monitoring, examination and network testing as needed to insure the problems are resolved The suggestion that there could be interference was based on our radio seeing the link at your neighbors home which certainly could be part of the problem.I did also examine the usage during the time frame you mentioned on the account and do see significant usage over the past number of months with the amount of date only increasing each and every month This could be an issue if you have many people accessing all at once and again this is something the staff can help resolve.Our Tier support is available Mon - Thu 9am - 7pm, Fri 9am - 5pm and Saturday from 10am - 5pm Please give them a call and they will certainly be willing to assist with your issues Thanks!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Excel.NET has NOT been attempting to resolve my issue with the internet. The person who wrote the response failed to mention that I had recently moved to second shift months ago and had been attempting to resolve the problem since the year (year) before those months. I have several emails of documentation to prove that I have been sending screenshots of ping, jitter, and speedtests requested by their support staff. I had ONLY recently began asked to speak to the ***/*** over these past few months as the regular support staff have not been able to resolve my issue. After asking for the *** after a year of not being able to resolve my issue, the support staff agent to me that the *** said I was not worth their time as I am not important enough. This information would upset any customer if they were told this. Also, I was indeed informed of the credit we would receive on the account once the case is closed as the account *** and myself are well aware of this as we have discussed this specifically with the billing department at their extension. I have purchased (seven) total routers over the past year and all of which were different brands and different price points, some of which commercial grade. It is VERY unlikely that ALL were defective or causing intermittent issues. I have worked in the IT field and internet business solutions for over a decade and not only use the brand of equipment this company uses, but the same model equipment as well. I currently setup, maintain, and provide internet outside my home area using the same network and DO NOT have these issues I do HERE. I have done several tests with Excel on the phone and have the emails with dates and times to prove it. There is an issue on the network clearly shown in the tracerts that have been sent. This is NOT an issue I can resolve as it is not at my house. I will attempt to contact your support team on an upcoming day that I have off or don't have to go in until later. I am sure they will once again go through the same tests and we will both come to the same result and I will be told the same thing as I am always told"I will need to escalate this to our administrator." I will never hear back again until I call. This account should have some level of priority. Also, any IT person in this field will tell you that jitter needs to be under 50ms to even be heard. I have always been taught from major providers in this country that ping should be under 10ms. There are several VOIP websites that say that online simply by googling. The link here *** states anything over 50ms is cause for concern. Ping I have never experienced as high as it gets here some days. Every ISP will tell you that it shouldn't be triple digits. EVER! After my extensive testing with your network, I have reason to believe that you have a weak link between towers or you are overselling internet that is causing the packet issues. I am not sure which as I don't have access to that information, but I am starting to believe it is a problem that I will never be able to resolve without choosing another provider. I am noticing on other site people complaining about your bandwidth as well. I will attempt to resolve this issue again with your support staff and see if there is something they can help me with. Like I have said, I have over a decade of experience and knowledge with both internet and your brand of equipment.Regards,
Justin ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI feel that given the amount of times that I was without service as stated in my complaint about the poor service I was getting, I am being more than fair by offering $for my decision to terminate this service
If this is acceptable to them, I will send the payment and this case be dropped
Regards,
*** ***

Excel.Net has nothing further to add to this Netflix will certainly stream with a 9-mbps link as the customer says he was getting There are many other factors that can cause issues though The fact is the customer did NOT work with us to resolve these and on their own cancelled a contracted service The charges are appropriate

Attached is the service agreement that was entered into between Excel.Net and the customer Excel.Net allows customer the choice of a 1-year term for service and as part of that reduces a portion of the installation costs based on the term selected In this case the customer selected a year term for service We base our costs and monthly fees on the fact that customers will be with us a minimum of the amount of time selected If not, we need to recover costs involved with providing this service and that is handled through the early termination charges Our service is near line of sight (NLOS) and therefore is not available at every location Customer moving does not negate the contract with us and we did try to move the service to new location, but was not available The other option would have been to have the new tenants at the old location take over the existing service, but that was not done either and equipment was taken down This therefore is no longer an option as it would require installation again at this point and the associated costs which created the charges we are discussing in the first place.The other person listed in the account did stop in and was given the early termination charges that are on the account, which are approximately $in addition to the current $balance on the account There is an open ticket in our system for this and they should simply contact our billing department at ###-###-#### during their hours which are Mon - Fri from 8am - 5pm to disucss payment Thanks

Even in the current comment from customer they are showing that their router is likely a cause of issues We do not change anything from our initial response

Here is the same response sent to another organization the customer sent complaint to The problem here is Revdex.com is wide open and will allow anybody to post whatever (at least from the customer side of things) We will NOT post any further replies after this as we were "warned" by the
customer they would post this all over We have attempted to discuss this with the customer, but both parties have different ideas on what is happening.As the customer did mention we switched them from an older service to our current 5G service on October 28, While they did have service prior to that it still did require our installation team to go out to the location, swap the outside and inside hardware as customer mentions, align / test the system for optimal connection and then setup the customer on this new service Excel.Net treats this switch the same as a new installation as it can require all of the components of a new installation The rates that we have published for the services of course are a blended average of the costs we incur because it was found that customer preferred this If we can tell them it will be $xxx.xx to install versus it will be $xx.xx per hour and we expect ABOUT x hours they are a bit more hesitant So while some jobs may complete more quickly, others do not and we have factored all of this in when determining the costs Even at that the ACTUAL costs involved with the installation are FAR greater than what we charge up front We are just assuming that these costs can be factored into the monthly billing that a customer pays for the - years that they contracted for If they terminate early we have an early termination charge to help recover these actual installation costs.Prior to the installation team being sent to their home for the upgrade we they worked with one of our schedulers to discuss the procedure and to go through the process with them We use an automated scheduling template / form that requires the schedule to fill in information and check off each of the items to discuss with the customer to complete this process This is included in its final format that is included with the other paperwork for the install teams During discussion of service plans and contract length the scheduler also discusses that if the contract length is not met there are early termination charges associated with this So customer was aware of the costs involved prior to our being on site.We also have a service information sheet that the customer would have filled out the day the installers were on site and this is on file, though no forms included to protect identity The customer selected for the Year service options which allows for FREE installation of the service and again the early termination charges are outlined on this form right in the same section where the FREE was selected At the bottom of the form the customer signed and dated the agreement The last item is the operating agreement that in conjunction with the service information sheet forms the entire agreement between Excel.Net and the customerYou can find this online at our web site: http://www.excel.net/support/contract.php Items and of this agreement seem most relevant to the discussion at hand regarding the early termination fees. The service plan the customer signed up for is called our "Basic" plan and is meant to be just that It is intended for customers who browse web sites, use social media, might do some light gaming and the occasional downloading of music, updates and other information While it may be able to stream video in some cases that is highly dependent on the site they are streaming from, the quality of the video being streamed and the devices that are participating in this We always recommend for customers wanting to stream video that they go with our Family or higher plans This has the bandwidth needed to properly handle many of the video streaming sites and provides for a better experience for the customer. As the customer mentioned on 7/they did indeed change plans to the Family plan which is more appropriate for the streaming of video On 7/we talked with the customer who stated they were still having issues, but when we worked with them were not able to reproduce They agreed to call in when they were having issues with the service which would allow us to look at more items while the problem was happening As you can guess it is difficult to "fix" a problem when you cannot see it happening On 7/one of our Tier support checked back with them and was told that the service had worked well Sunday evening (7/5), but that they had not been using it much Again it was discussed that they would call in if there were further problems, they were not waiting for us to call them back The next call after that was 7/to cancel service as the customer mentions The cancellation was at the customers request and with our last contact being that it had been working and they would contact us if issues The account was canceled at their request which generated a $charge for the early termination Since that point additional late charges were added to the account bringing the current balance to $508.70.On 7/Tom called in asking to speak to a manager about the termination feesHe spoke with our office manager regarding this at which point she pretty much reiterated the information in the previous paragraph Most importantly being that our last contact with them was it was working fine and they would call in if the issues persisted Not being satisfied with that answer he asked to speak with her supervisor On 8/(Monday after his call Friday) I personally called Tom to discuss the matter after reviewing all of the information Again reiterated that I was sorry they were having issues, but to the best of our knowledge it had been working for them and then they just up and canceled He offered at this point to pay $100.00, which was not accepted I counter offered that we would be willing to adjust the agreement as if they had signed a one year term This would result in the $installation for that term being charged, the $early termination fee and then $for the months in a ONE YEAR agreement left While the exact amount was not calculated this would have saved the customer about $from the signed agreement amount and was simply a goodwill gesture The customer refused this offer and that brings us to where we are today We would still make this offer, but do not feel anything further can be offered

We have nothing further to add, customer is more than welcome to work with support as needed to resolve their issues which contrary to their claim has NOT been done As far as experience goes I personally have MORE than years of networking experience, but that is not the issue The issue is customers problems and the ONLY way to resolve is working with our support staff!

Dear Mr***: Again I would ask you to work with our tier support staff when you are at the location to get this issue resolved. There is really nothing further to add that was not addressed in the original response. Thanks!

Dear Mr***: I am sorry to hear that you are experiencing problems with your connection and can assure you that our staff will be able to work with you to resolve the issues that you are experiencing. I have reviewed your account and see that indeed our staff have assisted you in
the past with some of the issues you were experiencing. At least twice we were able to correct you plugging the router in incorrectly to the radio to get service restored and then most recently we assisted with upgrading your router. We have also been working with you in some testing of the connection and determining the source of traffic is coming from on your network. All of this can take time and the staff has left numerous messages to try and resolve these items. It does appear that you have our contact information as we have connected a few times. Please feel free to call in when you are at the location where the service is installed and we would be happy to work on you with this.Excel.Net also can send a tech out to your location at your request and you simply need to discuss this with out tier support staff where your ticket is currently being handled. Please note though that if the problem is determined to be beyond our network that the service call will be billable at our standard rates. If the troubleshooting with our staff ends up determining that a service call is needed we will come out and do so, but from the current items open on the ticket this is not the case. We do have remote access to all of our hardware and can see if there are issues going on with it remotely.Please continue to work with our staff to resolve any issues you are experiencing. Thanks!