OACYS Technology

The reason why the client’s connection was originally connected to a relay point was because the apartment complex had trees that prevented signal from the OACYS hilltop tower reaching the client directlyRelay points are only used as an alternative option to help get around obstaclesIn the case of this client, in order to get service it required the signal to come from the relay point to get around the treesNow that trees have been cut and removed we were able to move the connection to the hilltop tower and change out the radio equipment without a service call charge. (refer to photos attached in this document to see the view to the hilltop before and after the trees being cut) The distance of the cable will not affect the speed of the Internet serviceOne cause of the cable end showing the shield foil is because the plastic jacket and internal metal shielding do not always stay inside the connectorThis occurs at times because the plastic jacket of the cable contracts at a different rate than the inside which causes the wires and shielding to be exposedThe tech will generally put a black piece of tape to help prevent this but it does not always workThough it can look unsightly, it does not affect the performance of the cable, the service, or cause any hazard. We have recently had an issue with stability at the relay site this year due to the site losing power from the electric companyThere were only outage issues since January, with these power outages on 7/28/17, 9/7/17, and 10/28/which did affects the customer’s ability to get onlineThe days of totaled hours of outage, no more than hours per day. The client no longer connects to this relay point as of 10/31/17, though we have made changes to improve reliability in case of future power outages. The client had also mentioned that our technician didn’t return to replace the radio. It was our mistake that they did not return, it didn’t make it to their schedule. However, the signal was sufficient to provide the full speed for the package the client is subscribed to, and the technicians verified they were receiving the full speed before they left. As of 11/14/the radio is replaced. We have the signed landlord authorization for this client install on file and it does not indicate any restrictions were necessary for the radio install. The cable was laid on the roof to avoid placing any holes in the roofing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12468900, and find that this resolution is satisfactory to meAlthough there are many "errors" in it, the radio was replaced and I am getting the reception I shouldThe reception I could have over a year ago

We have resolved the issue with this customer as of 10/31/17, before receiving this complaint from the Revdex.com.  When the customer requested our installed cabling be modified by a technician, we required that the landlord contact us with their specific requirements since the residence is a...

rental.  We received first contact from the landlord on 10/27 and later that day contacted the customer to schedule the service call for 10/31. Typically if a customer requests a change to cable path or other parts of installation on a functioning service we bill for the technician time to make the changes.  In this event we were willing to waive the service call fee if we had written verification that our original approved installation was conflicting with service work required on the rental building.  We received this verification on 10/27 and the non-billable service work was scheduled for 10/31. OACYS technicians arrived at the customer location on 10/31 as scheduled, and replaced the cable during the work, which also resolved any aesthetic issue with the cable appearance.  The landlord and customer reviewed the work before technicians left and were satisfied with the changes.  All of the work was performed prior to receiving the complaint from the Revdex.com.