Northland Connect Broadband, LLC

When the customer in question was acquired by our company as one of 300+ customers nothing changed except the billing party This is not an individual service where we couldn't handle the "additional load" - it is part of a generic nationwide service with a number of distributors If they move from one distributor to another it makes zero difference from a service delivery perspective.If a customer has an issue there is a Tech Support center to address issue and if a service call is needed a ticket is issued It appears from their narrative they did contact Tech Support which they state resulted in service The term congestion has to do with time of day - ANY internet service has peak load times where speeds can be slower At 4:PM for example it is congested (like a highway) while at 11:PM it is light When they called Tech Support the first time and were told they had internet it was because we can read their values (green/red) If the values are in green they are receiving the service to the modem What happens after that could have a lot of causation including but not confined to customer errors, router issues, overuse if devices etcIf a customer is terminated it is always at the end of the billing cycle month since they have already paid for that month

I am rejecting this response because: Northland Connect has consistently refused to accept responsibility for it's inability or unwillingness to fulfill it's contractual agreement, i.e., provide internet service the month of April, for which I paid $58.94; and in turn charged me $ termination fee and threatened to collect $and $(for the modem if not returned) on my credit card/and or bank account Northland Connect has adamantly demonstrated an unwillingness to resolve the dispute All that is required would be to cancel the $penalty for termination of the contract they did not fulfill Ironically, Northland Connect took two months (June 20, 2016) to notify me of the $termination fee; the $charge for the modem (at my expense also) It appears the company has an inordinate compelling motive to flex it's muscles

We have provided all necessary documentation on this complaint and don't need to comment further

When the customer in question was acquired by our company as one of 300+ customers nothing changed except the billing party. This is not an individual service where we couldn't handle the "additional load" - it is part of a generic nationwide service with a number of
distributors. If they move from one distributor to another it makes zero difference from a service delivery perspective.If a customer has an issue there is a Tech Support center to address issue and if a service call is needed a ticket is issued. It appears from their narrative they did contact Tech Support which they state resulted in service. The term congestion has to do with time of day - ANY internet service has peak load times where speeds can be slower. At 4:PM for example it is congested (like a highway) while at 11:PM it is light. When they called Tech Support the first time and were told they had internet it was because we can read their values (green/red). If the values are in green they are receiving the service to the modem. What happens after that could have a lot of causation including but not confined to customer errors, router issues, overuse if devices etc If a customer is terminated it is always at the end of the billing cycle month since they have already paid for that month

I am rejecting this response because:
Northland Connect has consistently refused to accept responsibility for it's inability or unwillingness to fulfill it's contractual agreement, i.e., provide internet service the month of April, for which I paid $58.94; and in turn charged me $45.00 termination fee and threatened to collect $and $(for the modem if not returned) on my credit card/and or bank account Northland Connect has adamantly demonstrated an unwillingness to resolve the dispute. All that is required would be to cancel the $penalty for termination of the contract they did not fulfill. Ironically, Northland Connect took two months (June 20, 2016) to notify me of the $termination fee; the $charge for the modem (at my expense also). It appears the company has an inordinate compelling motive to flex it's muscles

I am rejecting this response because:
Northland Connect has consistently refused to accept responsibility  for it's inability or unwillingness to fulfill it's contractual agreement, i.e., provide internet service  the month of April, 2016 for which I paid $58.94; and in turn charged me $45.00  termination fee and threatened to collect $45.00 and $150.00 (for the modem if not returned) on my credit card/and or bank account.  Northland Connect has adamantly demonstrated an unwillingness to resolve the dispute.  All that is required would be to cancel the $45.00 penalty for termination of the contract they did not fulfill.  Ironically, Northland Connect took two months (June 20, 2016) to notify me of the $45.00 termination fee; the $150.00 charge for the modem (at my expense also).  It appears the company has an inordinate compelling motive to flex it's muscles.

We have provided all necessary documentation on this complaint and don't need to comment further.

When the customer in question was acquired by our company as one of 300+ customers nothing changed except the billing party.   This is not an individual service where we couldn't handle the "additional load" - it is part of a  generic nationwide service with a number of...

distributors.  If they move from one distributor to another it makes zero difference from a service delivery perspective.If a customer has an issue there is a Tech Support center to address issue and if a service call is needed a ticket is issued.  It appears from their narrative they did contact Tech Support which they state resulted in service.   The term congestion has to do with time of day  - ANY internet service has peak load times where speeds can be slower.  At 4:00 PM for example it is congested (like a highway) while at 11:00 PM it is light.   When they called Tech Support the first time and were told they had internet it was because we can read their values (green/red).   If the values are in green they are receiving the service to the modem.  What happens after that could have a lot of causation including but not confined to customer errors, router issues, overuse if devices etc. If a customer is terminated it is always at the end of the billing cycle month since they have already paid for that month.