OneSource Communications

A trouble report was opened for the issue with the customer’s Internet speed on October 3rd A technician spoke with the customer and an appointment was made for Tuesday October 5th for an onsite technician visit A technician was dispatched to the customer site on October 5th The customer had installed a wireless router to allow multiple devices to use the Internet service The technician tested the speed of the Internet service by connecting directly to the OneSource modem without using the customer router Speed test results showed download speed of Mbps and an upload speed of Mbps A speed test was also done by connecting wirelessly to the customer router which showed a download speed of Mbps The technician explained to the customer that the speed issue was caused by the customer router (A device not supplied by OneSource) The customer is paying for a Mbps/Mbps service level and speed tests show that this speed is being delivered OneSource will issue a customer credit in the event that our service is not working correctly We do not credit a customer account if the issue is determined to be caused by customer equipment Other service providers can provide Internet, cable TV and /or telephone service to the complex where the customer resides OneSource has not (and will not) prevent, discourage or inhibit another provider from providing these services (817) 745-

This customer was mailed a late notice on 07/13/advising she had until 07/27/to make a payment to avoid suspension of services Her services were suspended on 07/28/and disconnected for non- payment on 08/11/ The customer did pay to reconnect and the reconnect order was issued Unfortunately, the service was not reconnected until the following morning We have addressed this with the service representative Our policy when a customer is disconnected for non-payment is to advise the customer since the account was completely disconnected they will be reconnected at the current rates We have decided to allow her to reconnect at the same rate as before the disconnection as a one time courtesy

Though the words used are pleasant and diplomatic, like most diplomatic messages they are liesA representative of their company states it is my equipment, this is not a neutral partyAlso, this issue happened only after other complaints were madeI am fully aware that a company such as One Source can throttle internet speeds on their equipmentWhat One Source does not share is that there is no way to get other service providers using land based cable lines due to the fact that they have an exclusivity contract with the complex and no other provider using land lines can come into the areaTherefore the only positive resolution to this situation would be for One Source to open the lines up and provide access for other providers such as AT&T, Charter, and Verizon - Charter could service the area if the lines were open to them and the development not under a contract preventing other carriersThe lies need to stopTo make a happy customer, I would like to see Charter service my apartment complex and my apartment specificallySo if the words One Source stated about encouraging an open environment is true, I want them to find a way to open the area up so that I can get another companies servicesNo other option would satisfy me, I want a choice other than One Source or Satelite (Satelite is not cable, it is much more expensive and less reliable - I want another cable provider)

This customer was mailed a late notice on 07/13/15 advising
she had until 07/27/15 to make a payment to avoid suspension of services.  Her services were suspended on 07/28/2015 and
disconnected for non- payment on 08/11/2015. 
The customer did pay to reconnect and the reconnect order...

was
issued.  Unfortunately, the service was
not reconnected until the following morning. 
We have addressed this with the service representative. 
Our policy when a customer is disconnected for non-payment
is to advise the customer since the account was completely disconnected they
will be reconnected at the current rates. 
We have decided to allow her to reconnect at the same rate as before the
disconnection as a one time courtesy.

A trouble report was opened for the issue with the
customer’s Internet speed on October 3rd.  A technician spoke
with the customer and an appointment was made for Tuesday October 5th
for an onsite technician visit.
 
A technician was dispatched to the customer site on...

October
5th.  The customer had installed a wireless router to allow
multiple devices to use the Internet service.  The technician tested the
speed of the Internet service by connecting directly to the OneSource modem
without using the customer router.   Speed test results showed
download speed of 25.6 Mbps and an upload speed of 6.4 Mbps.  A speed test
was also done by connecting wirelessly to the customer router which showed a
download speed of 13.3 Mbps.    The technician explained to the
customer that the speed issue was caused by the customer router (A device not
supplied by OneSource).  The customer is paying for a 25 Mbps/5 Mbps
service level and speed tests show that this speed is being delivered.
 
OneSource will issue a customer credit in the event that our
service is not working correctly.  We do not credit a customer account if
the issue is determined to be caused by customer equipment.   
 
Other service providers can provide Internet, cable TV and
/or telephone service to the complex where the customer resides. 
OneSource has not (and will not) prevent, discourage or inhibit another
provider from providing these services.     
 
 
 
(817)
745-2000

Though the words used are pleasant and diplomatic, like most diplomatic messages they are lies. A representative of their company states it is my equipment, this is not a neutral party. Also, this issue happened only after other complaints were made. I am fully aware that a company such as One Source can throttle internet speeds on their equipment. What One Source does not share is that there is no way to get other service providers using land based cable lines due to the fact that they have an exclusivity contract with the complex and no other provider using land lines can come into the area. Therefore the only positive resolution to this situation would be for One Source to open the lines up and provide access for other providers such as AT&T, Charter, and Verizon - Charter could service the area if the lines were open to them and the development not under a contract preventing other carriers. The lies need to stop. To make a happy customer, I would like to see Charter service my apartment complex and my apartment specifically. So if the words One Source stated about encouraging an open environment is true, I want them to find a way to open the area up so that I can get another companies services. No other option would satisfy me, I want a choice other than One Source or Satelite (Satelite is not cable, it is much more expensive and less reliable - I want another cable provider).