Northland Communications

After reviewing Ms [redacted] account, we identified that the connectivity issues she had been experiencing were caused by a technical issue on Northland’s part that has since been resolvedWe issued a credit to Ms [redacted] account on July 19, for the loss of service during June and July Following resolution, Northland spoke with Ms*** on September 1, 2017, and she assured us that she was currently satisfied with her serviceWe encourage Ms*** to contact us if she experiences any problems going forward so that we may assist her

Complaint: [redacted] I am rejecting this response because: The gateway was not secure and in fact the cable box was wide open with multiple cords hanging outYes I closed my account because they were allowing people in our fourplex to take the more expensive connection we were paying for and they knew what was going onI have photos of the cable box open on the second floor and texted them to the police and also showed the PUDThey secured that right after I terminated service Sincerely, [redacted]

Northland’s customer support team made several good faith attempts to resolve Ms [redacted] service issuesNorthland repeatedly reset her modem, replaced her equipment and dispatched service technicians to her residence in order to inspect her service and confirm that it was operating within ordinary specificationsNorthland’s tests showed that Ms [redacted] ’s services were operating within Northland specificationsAfter many service visits to Ms [redacted] , Northland charged its standard $truck-roll fee when it was determined that the cause of Ms [redacted] ’s repeated service issue was not due to a problem with Northland’s services, network or equipmentMs [redacted] increased monthly service fee was due to her loss of the promotional rate she had been receiving for her existing serviceMs [redacted] has since closed her account with NorthlandWe regret that we were unable to resolve Ms [redacted] ’s concerns to her satisfaction

After reviewing Ms. [redacted] account, we identified that the connectivity issues she had been experiencing were caused by a technical issue on Northland’s part that has since been resolved. We issued a credit to Ms. [redacted] account on July 19, 2017 for the loss of service during June and July....

Following resolution, Northland spoke with Ms. [redacted] on September 1, 2017, and she assured us that she was currently satisfied with her service. We encourage Ms. [redacted] to contact us if she experiences any problems going forward so that we may assist her.

Complaint: [redacted]
I am rejecting this response because: The gateway was not secure and in fact the cable box was wide open with multiple cords hanging out. Yes I closed my account because they were allowing people in our fourplex to take the more expensive connection we were paying for and they knew what was going on. I have photos of the cable box open on the second floor and texted them to the police and also showed the PUD. They secured that right after I terminated service.
Sincerely,
[redacted]

Northland’s customer support team made several good faith attempts to resolve Ms. [redacted] service issues. Northland repeatedly reset her modem, replaced her equipment and dispatched service technicians to her residence in order to inspect her service and confirm that it was operating within...

ordinary specifications. Northland’s tests showed that Ms. [redacted]’s services were operating within Northland specifications. After many service visits to Ms. [redacted], Northland charged its standard $75 truck-roll fee when it was determined that the cause of Ms. [redacted]’s repeated service issue was not due to a problem with Northland’s services, network or equipment. Ms. [redacted] increased monthly service fee was due to her loss of the promotional rate she had been receiving for her existing service. Ms. [redacted] has since closed her account with Northland. We regret that we were unable to resolve Ms. [redacted]’s concerns to her satisfaction.

Review: March 31, 2015 I paid $150.00 on my cable bill catching up on my payments. The following week my internet was turned off. I called the company and spoke with a manager and after a look into records was performed I was told the company had no record of my payment. The company then agreed to waive the reconnect fee due to the missing payment and told me it I came in and paid the $95.00 that was due on the bill they would reconnect my service. I came up with the money and went into my local office to pay my bill. The employee I spoke with had no record of this agreement and had to get a manager. The manager confirmed that we had agreed not to charge me the reconnection fee but then added on to that. She said that is would have to pay my bill forward this month and come up with another $32.00. Seeing this company is the only internet service provider in my area I am forced to pay what ever amount they come up with for what ever reasons with no customer service provided. I am in college and have been a customer of this company for 2 years, my family has been customers for even longer, and have never complained until now.Desired Settlement: The company should refund my family the money we paid on the 31 of Mach as a credit onto our bill. We should be apologized to for being asked to pay our bill in advance for an error that was caused by their employees and our internet should be reconnected. We should be treated equal as all of their other customers.