Minet

We bill for a month in advance, so any money paid toward the services after the customer cancelled will be refunded once we bill out
The email exchange between the customer and the MINET staff is attched

Complaint: ***I am rejecting this response because: they may not guarantee the
speedbut I literally had no service for days a a timeWhen I called in they said it was my fault numerous timesEven tho Jeremy said it was notJeremy said there was other things that could be checked but he never got approval which is not his fault bit minetsWe had their services for years thend Oct nothing but problemsThere was a storm and we were out of boh Internet and cable for a couple daysAfter that service was awfulIf they can't give me service period there is something wrong.
We
if that is their policy then obviously the front desk people do not know thatThey asked if I wanted to pay for it then or send me a bill for the prorated amountI asked for the prorated amount and they didn't knowSo they would have to send itSo their customer service desk doesn't know policy and is giving out wrong information. Sincerely,*** ***

In response to number 1, the CSR and witness have issues the following statement -
When the customer came into the office with the cable box she was returning, the CSR asked her how she can help her. The customer said that she wants to disconnect all of her services. The CSR asked her why she was disconnecting her services and she said that she switched to another provider. Then the CSR asked her if she wanted to pay the prorated amount for the days in July she used the service. The customer said to send her a final bill. The billing cycle is from July 1st –July 31st and the billing cycle won’t produce a final bill until the billing cycles for the next month which will be August 1st. The customer will receive her final bill the first week of August.
 
In response to number 2, the tech has responded -
I am responding with my findings at [redacted] that I was assigned to on 2-18-2016 after repeated trouble calls were reported in a short period of time. The most important thing to note on this account is that I never actually saw an instance where the internet was not fully functioning, I always tested and attempted solutions based off what the customer reported.
While working on this recurring issue I had replaced all MINET components at one point; including ONT, BBU, wiring, splitter/jumper, and fiber splice at the ONT. I repeatedly tested speeds and found that the internet speed was within a reasonable tolerance of package speed and the vast majority of the times were at or above their package speed. Every time I checked the light levels at the ONT I found them to be at an acceptable level, I even compared them to levels at the splitter cabinet to verify light loss through all splices and I did not find them out of normal level.