Milburn Construction

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 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,

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.]
Regards,
*** ***

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 2 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 7/15 for the change of MAC address.  What happened after that is the customer continued calling into Tier 1 support which then grabbed the ticket back to log the additional call information taking it from the Tier 2 queue.  This happened on 7/16 before the customer was called, then it was placed back to Tier 2.  On 7/17 @ 12:12pm our Tier 2 called and left a message which would have again explicitly said how to contact Tier 2.  On 7/18 (Saturday) twice customer called into Tier 1 causing the ticket to be pulled back to their support level and then pushed up to Tier 2.  Finally Monday the ticket was left in Tier 2 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 1 support desk as was the case here.  We are happy to issue a 5 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 2 support staff and it will get resolved.  Thanks!

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

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]

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 ended. After that our interaction with the customer was to coordinate the takedown and return of the equipment that is ours.  Customers balance is currently $320.20 and we do feel that is correct and owed to us.

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.

This account was never told they would receive credit for their service and any perceived issues have yet to be worked on.  Our support staff has MANY times tried to contact this customer to look into issues they are stating, but they are NEVER available to work with us.  We are more than...

happy to help the customer determine the issue, but this will require them to work with our support staff.  E-mail that it is not working from their end really does no good as it could simply be their router flaking out.  We have monitored the radio for more than 24 hour periods and see no issue.  If customer would like to work with our support great, otherwise there is little we can do for them to determine the cause of the problem.  We have routinely been left harassing / threatening voice mail messages from this account, but continue to try and work with them.  Customer demands to work with [redacted], but seeing that they never work with support this has been declined as support is not what my focus is.Here is an e-mail that we sent to the customer asking them to work on their problems in response to another message stating they only would work with [redacted]:Justin: I have received the calls that you left about your account and am very aware of the account as it has been looked at internally MANY times.  I checked and currently there is not even a ticket open for the account, so if you are experiencing issues please feel free to contact our 24 x 7 x 365 support that is available and should they not be able to resolve the issue it will get escalated to our Tier 2 support staff.  The issue has been that we have tried MANY times to work on the account, but nobody is there to work on things.  I would like to address some of the concerns left on the message:1.       No web site should take 90 seconds to load and certainly not with the wireless connection that you have.  I would suggest potentially another browser or computers that you use to try this with and make sure it is hard wired into your router for optimal connections.  If you have any sort of antivirus software and/or firewalls I would also consider making sure they are fully patched and updated as well as they could be interfering.2.       You mentioned pings in the 150ms range.  I just took 1000 pings to our radio at your home during “peak” traffic and received the following results:               1000 packets transmitted, 1000 received, 0% packet loss, time 100855ms              rtt min/avg/max/mdev = 8.989/33.870/111.425/13.920 msThis would show that the average ping was 33.8ms over the 1000 packets which is definitely an acceptable number and there was NO packet loss on the link.  Not exactly sure what device you have hooked up to our radio at this point, but by MAC address it appears to be Cisco-Linksys.  You might want to check the router for updates and additionally if this is a dual band router disable the 5GHz band to insure it is not interfering with the radio providing your Internet service.3.       You mentioned jitter in the 45ms range which is definitely acceptable for a VoIP connection that is configured as needed.  You of course will want to setup QoS on your router and prioritize this traffic over the rest of the traffic on your link.  Additionally you equipment should have a jitter buffer to compensate for reasonable swings and may need to be properly configured as well.  Here is a reference showing jitter under 100ms should be fine: [redacted]Please feel free to give our technical support a call so that they can assist you further in determining the root cause of the issues that you are experiencing.  Thanks!

It appears that Excel.net is missing the fundamental issue here.  What they are advertising is not what they are delivering. As stated in their own advertising, the Family Plan speed is supposed to be “Perfect for allowing multiple people to use the internet tobrowse, play games, stream SD video and music.” We simply did not experience this. Referring to a specific call my husband made to tech support, he was asked to test the speed of the system using a web site.  The response time was showing a rate close to advertised speed.  Yes, this included OUR equipment as part of this test all of which must have been working properly.  Yet, when while standing a mere five feet away from our router after this test, it took up to 20 seconds to load web pages on both a smartphone and an iPad.  However, when switching to the AT&T data plan on the iPhone, the loading of the web pages was immediate.  The tech support agent was unable to explain this issue.  This is the fundamental problem.Excel.net cannot have it both ways.  When rates are measured close to advertised speeds (while including our equipment in the test), Excel.Net somehow blames the problem on us when the WiFi cannot support basic services?  Excel.Net again cannot have it both ways saying that “the customer refused to work with us regarding any issue.”  Yet, for three years we both can reference emails and phone calls where we discussed the issues, upgraded from the Basic Plan to the Family Plan, tested the system and were referred to higher tech support.  It is agreed that due to our lack of residency at the lake house, these phone calls were spread out over time.  That is one of the reasons we did not cancel earlier. Excel.net refers to system upgrades that were needed.  Why were these upgrades never performed?  Why did Excel.net not make an appointment with us to make these upgrades on site, if needed?  If a booster could be a problem, why was this never indicated to us?  As an aside, thebooster actually helped.  These suggestions could have been made to us at any time.  Also, my husband works 10 minutes from the lake house so an appointment could have easily have been scheduled.  Finally, after a year and a half of limping along with a bad Basic Plan and another year and a half with a mediocre internet Family Plan and frustrations with solving the performance issues, we chose to disconnect the service.  While there were issues with dropped signals, slow response time, poor site coverage and even technical support, we have come to realize the main issue is that Excel.net cannot deliver what they are advertising.  No amount of system testing or software upgrades or technical support can fix that.When my husband called to cancel the service due to lack of performance, Excel.net did not even listen to the reasons, that is, lack of delivery of what was promised in the advertisement: allowing multiple people to use the internet to browse, play games, stream SD video and music.  Excel.net simply said “sorry, you are under contract” and that we owe them $300.  At that time my husband then “threatened” the use of legal action to remedy the situation.  When we received an invoice for the cancellation, I sent a letter to Excel.net explaining why we were canceling and that we did not owe any money since Excel.net did not uphold its end of the contract, that is, providing the service advertised.  After arranging return of the Excel.net equipment, Excel.net proceeded to send us another invoice with a penalty fee.  That is when I contacted the Revdex.com. We are willing to walk away from this mainly because we are very frustrated.  But we will not pay one penny more. As it is, we have not received our money’s worth.

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.  I  chose to use a local business instead of a big name provider and I feel like they are taking advantage. The contract is only in favor of the business and the consumer has no rights. I find it totally unacceptable that the solution is to have the person that will be living in the old house take over the contract. The home is being sold and who knows who or when it will be rented. Bottom line they can't offer the service how can they hold someone captive?
Regards,
Tim [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.
[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 10 times, my wife has called them several times as well, all relating to the same connectivity issues. Just this morning our internet cutout in the middle of streaming a video, out of nowhere. We 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]

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 10 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.