Thank you for the opportunity of allowing us to respond SpeedConnect LLC purchased Commspeed's customer base November 21, After the close of this purchase, we came to realize that certain tower sites needed to be upgraded in the [redacted] market We are working to do this as quickly as we can but this does take time In the meantime, we would be happy to extend his $rate for the next months to give us time needed to get everything up to SpeedConnect standards.Please let me know if you find this acceptable.Sincerly, [redacted] ***
CommSpeed Customer Complaint Customer was installed on 11-1-Sales explained 10-day money back guarantee, CommSpeed data plans and the customer was placed on the day introductory offer for $per monthAccording to the notes on the account, the customer was informed how to check data and what the other data plan options wereCustomer states that she was told by sales, we would install her personal router for freeBecause this is not a procedure and the field technician was not informed ahead of time, the customer was charged the standard install rate of $This was credited off the account on 12-16- Customer called for technical support on 12-14-because the Modem would not connectA field technician was dispatched and the issue was resolved days later Customer contacted Technical Support on 7-18-with complaint of slow speeds and the same field technician that installed the service was dispatched to see if the customer could connect to a different service/towerCustomer called back before the technician arrived and requested a different technician other than the original and also informed Technical Support that she was only available on FridaysWe could have been there much sooner if not for that request Customer called and elevated to customer service manager on 8-8-to complain that she was never informed about the other data plans that were available and she canceled serviceAt that time a request was made for a credit to the account for the difference between the plan she was on ($59.95) and the next lower plan ($44.90) since the beginning of the accountIt was explained to the customer at that time that it was believed that she was informed of the different plans upon being sold the serviceThe account received a one-time credit of $and was closed out with a zero balanceThis was not good enough for the customer and she called several more times requesting the additional creditCustomer Service Manager informed the customer that a request would be put in to ownership but it did not look like the credit would be granted On a footnote; all the CommSpeed Data plans are available to read about at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I like the general public to see not only this company is unapologic, even this response to Revdex.com is trying to ignore the months of time the customer is being deceived and not having proper internet serviceThey just focus on the last month of refund when there is zero signal and they still left customer hanging with hopesThe customer service manager NEVER stated the owner will NOT respondcustomer service manager as well as service tech who measured for less than kb of signal that is not enough to load any webpages continuously to offer to bring the issue to the owner's attention so I can get proper refundWhat makes you think I spent hours and kept on calling back to ask why I have not heard from the ownerI was even informed that this company, no wonder is losing tremendous customers and signal tower capability due to comeptitions and better, more reliable servicesThe company survive betting on people's good faith that they will resolve problems and it was problem with modemThey know well they no longer have some tower capabilityBusiness as such needs to be taken down so the public would not be deceived and lost time, money and got your bills and personal issues that depends on reliable internet services to be delayed again and again
Regards,
* ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.while that offer is a great offer for the billing end, it still does not offer a solution to the repair endSince they still will not fix the service, which hasn't been working properly for months, I have been forced to change Internet companiesMy business with speed connect has permanently endedThey still refused to repair the problemMy new Internet service is working flawlessly.
Regards,
*** ***
CommSpeed Customer Complaint
Customer was installed on 11-1-2013. Sales explained 10-day money back guarantee, CommSpeed data plans and the customer was placed on the 90 day introductory offer for $19.95 per month. According to the notes on the account, the customer was informed...
how to check data and what the other data plan options were. Customer states that she was told by sales, we would install her personal router for free. Because this is not a normal procedure and the field technician was not informed ahead of time, the customer was charged the standard install rate of $20.00. This was credited off the account on 12-16-2013.
Customer called for technical support on 12-14-2013 because the Modem would not connect. A field technician was dispatched and the issue was resolved 2 days later.
Customer contacted Technical Support on 7-18-2014 with complaint of slow speeds and the same field technician that installed the service was dispatched to see if the customer could connect to a different service/tower. Customer called back before the technician arrived and requested a different technician other than the original and also informed Technical Support that she was only available on Fridays. We could have been there much sooner if not for that request.
Customer called and elevated to customer service manager on 8-8-2014 to complain that she was never informed about the other data plans that were available and she canceled service. At that time a request was made for a credit to the account for the difference between the plan she was on ($59.95) and the next lower plan ($44.90) since the beginning of the account. It was explained to the customer at that time that it was believed that she was informed of the different plans upon being sold the service. The account received a one-time credit of $59.95 and was closed out with a zero balance. This was not good enough for the customer and she called several more times requesting the additional credit. Customer Service Manager informed the customer that a request would be put in to ownership but it did not look like the credit would be granted.
On a footnote; all the CommSpeed Data plans are available to read about at [redacted].
Thank you for the opportunity of allowing us to respond. SpeedConnect LLC purchased Commspeed's customer base November 21, 2014. After the close of this purchase, we came to realize that certain tower sites needed to be upgraded in the [redacted] market. We are working to do this as...
quickly as we can but this does take time. In the meantime, we would be happy to extend his $19.95 rate for the next 6 months to give us time needed to get everything up to SpeedConnect standards.Please let me know if you find this acceptable.Sincerly,[redacted]
As stated in my original complaint, I have discontinued service with Speed Connect due to the fact that they did not provide the high speed internet service as they promised. I have switched over to another ISP and no longer use their service at all. But Speed connect is still charging...
me even though I am not using their service anymore. I do still have their modem that they are forcing me to hand deliver to them at their business which is located over thirty miles from my home. They have stated that even if I do drive the almost 70 miles round trip to hand deliver their modem that they will continue to charge me at full rate for the next 27 days (from today), no matter what I do.I feel this fact is unacceptable. They are the ones that did not deliver as promised. I paid for high speed service while they only provided dial-up speeds. And I am no longer using their service at all yet I still have to pay them. Their very own service department stated they could not provide high speed internet to my location at this time due to them over-selling the service to my area. Yet I still have to pay them? That is just plain wrong.
Please be advised that I have reached out to technical operations manager in Arizona. His dispatcher Adam will be contacting the customer to schedule a service call to see what we can do here. This customer was an acquired customer from an acquisition of CommSpeed in 2015....
Since that acquisition, we have been working on upgrading all the sites in Arizona which take time. I am not sure what has been done to date, but we need the service call to determine what can be done. Customer should be hearing from our dispatcher today to schedule a time and we will go from there. Additionally, I am working with the local Market Manager on additional options for this customer.
Please be advised that although this active customer states his service doesn't work, there was 151GB of data used in October, 124GB of date used in September, 106GB of data used in August and 137GB of data used July. If the service didn't work, our customers would not be able to use that kind...
I am proposing the following: I can put Mr. [redacted] on our unlimited data plan which is $69.95/month with a $40.00 discount for 3 months beginning January 1, 2015 ...
I have issued an additional $60 credit for prior issues Please let me know if this is acceptable. Sincerely, [redacted]SpeedConnect Business Manager
The majority of the data used was in constant attempts to reload things that would only partially load before the modem quit working. Furthermore, the modem was unplugged for over a week because it simply stopped working. At the very least I deserve a refund for the part of the month I had no service. I have made dozens of calls to technical support (which they can verify) to try to fix this to no avail.
Unfortunately, anyone that is keeping their email needs to accept the $4.99 per month fee. If the acceptance is not received the emails will be cancelled.
I did not see an attachment here but upon reviewing the account, I do see service issues so there is nothing due on the account. Account is closed with a zero balance.
As stated in my original complaint, I have discontinued service with Speed Connect due to the fact that they did not provide the high speed internet service as they promised. I have switched over to another ISP and no longer use their service at all. But Speed connect is still charging me even though I am not using their service anymore. I do still have their modem that they are forcing me to hand deliver to them at their business which is located over thirty miles from my home. They have stated that even if I do drive the almost 70 miles round trip to hand deliver their modem that they will continue to charge me at full rate for the next 27 days (from today), no matter what I do.I feel this fact is unacceptable. They are the ones that did not deliver as promised. I paid for high speed service while they only provided dial-up speeds. And I am no longer using their service at all yet I still have to pay them. Their very own service department stated they could not provide high speed internet to my location at this time due to them over-selling the service to my area. Yet I still have to pay them? That is just plain wrong.
Thank you for the opportunity of allowing us to respond SpeedConnect LLC purchased Commspeed's customer base November 21, After the close of this purchase, we came to realize that certain tower sites needed to be upgraded in the [redacted] market We are working to do this as quickly as we can but this does take time In the meantime, we would be happy to extend his $rate for the next months to give us time needed to get everything up to SpeedConnect standards.Please let me know if you find this acceptable.Sincerly, [redacted] ***
CommSpeed Customer Complaint Customer was installed on 11-1-Sales explained 10-day money back guarantee, CommSpeed data plans and the customer was placed on the day introductory offer for $per monthAccording to the notes on the account, the customer was informed how to check data and what the other data plan options wereCustomer states that she was told by sales, we would install her personal router for freeBecause this is not a procedure and the field technician was not informed ahead of time, the customer was charged the standard install rate of $This was credited off the account on 12-16- Customer called for technical support on 12-14-because the Modem would not connectA field technician was dispatched and the issue was resolved days later Customer contacted Technical Support on 7-18-with complaint of slow speeds and the same field technician that installed the service was dispatched to see if the customer could connect to a different service/towerCustomer called back before the technician arrived and requested a different technician other than the original and also informed Technical Support that she was only available on FridaysWe could have been there much sooner if not for that request Customer called and elevated to customer service manager on 8-8-to complain that she was never informed about the other data plans that were available and she canceled serviceAt that time a request was made for a credit to the account for the difference between the plan she was on ($59.95) and the next lower plan ($44.90) since the beginning of the accountIt was explained to the customer at that time that it was believed that she was informed of the different plans upon being sold the serviceThe account received a one-time credit of $and was closed out with a zero balanceThis was not good enough for the customer and she called several more times requesting the additional creditCustomer Service Manager informed the customer that a request would be put in to ownership but it did not look like the credit would be granted On a footnote; all the CommSpeed Data plans are available to read about at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I like the general public to see not only this company is unapologic, even this response to Revdex.com is trying to ignore the months of time the customer is being deceived and not having proper internet serviceThey just focus on the last month of refund when there is zero signal and they still left customer hanging with hopesThe customer service manager NEVER stated the owner will NOT respondcustomer service manager as well as service tech who measured for less than kb of signal that is not enough to load any webpages continuously to offer to bring the issue to the owner's attention so I can get proper refundWhat makes you think I spent hours and kept on calling back to ask why I have not heard from the ownerI was even informed that this company, no wonder is losing tremendous customers and signal tower capability due to comeptitions and better, more reliable servicesThe company survive betting on people's good faith that they will resolve problems and it was problem with modemThey know well they no longer have some tower capabilityBusiness as such needs to be taken down so the public would not be deceived and lost time, money and got your bills and personal issues that depends on reliable internet services to be delayed again and again
Regards,
* ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.while that offer is a great offer for the billing end, it still does not offer a solution to the repair endSince they still will not fix the service, which hasn't been working properly for months, I have been forced to change Internet companiesMy business with speed connect has permanently endedThey still refused to repair the problemMy new Internet service is working flawlessly.
Regards,
*** ***
So is this customer asking for us to ianctivate his account and recover our equipment?Tell us why here
CommSpeed Customer Complaint
Customer was installed on 11-1-2013. Sales explained 10-day money back guarantee, CommSpeed data plans and the customer was placed on the 90 day introductory offer for $19.95 per month. According to the notes on the account, the customer was informed...
how to check data and what the other data plan options were. Customer states that she was told by sales, we would install her personal router for free. Because this is not a normal procedure and the field technician was not informed ahead of time, the customer was charged the standard install rate of $20.00. This was credited off the account on 12-16-2013.
Customer called for technical support on 12-14-2013 because the Modem would not connect. A field technician was dispatched and the issue was resolved 2 days later.
Customer contacted Technical Support on 7-18-2014 with complaint of slow speeds and the same field technician that installed the service was dispatched to see if the customer could connect to a different service/tower. Customer called back before the technician arrived and requested a different technician other than the original and also informed Technical Support that she was only available on Fridays. We could have been there much sooner if not for that request.
Customer called and elevated to customer service manager on 8-8-2014 to complain that she was never informed about the other data plans that were available and she canceled service. At that time a request was made for a credit to the account for the difference between the plan she was on ($59.95) and the next lower plan ($44.90) since the beginning of the account. It was explained to the customer at that time that it was believed that she was informed of the different plans upon being sold the service. The account received a one-time credit of $59.95 and was closed out with a zero balance. This was not good enough for the customer and she called several more times requesting the additional credit. Customer Service Manager informed the customer that a request would be put in to ownership but it did not look like the credit would be granted.
On a footnote; all the CommSpeed Data plans are available to read about at [redacted].
Thank you for the opportunity of allowing us to respond. SpeedConnect LLC purchased Commspeed's customer base November 21, 2014. After the close of this purchase, we came to realize that certain tower sites needed to be upgraded in the [redacted] market. We are working to do this as...
quickly as we can but this does take time. In the meantime, we would be happy to extend his $19.95 rate for the next 6 months to give us time needed to get everything up to SpeedConnect standards.Please let me know if you find this acceptable.Sincerly,[redacted]
As stated in my original complaint, I have discontinued service with Speed Connect due to the fact that they did not provide the high speed internet service as they promised. I have switched over to another ISP and no longer use their service at all. But Speed connect is still charging...
me even though I am not using their service anymore. I do still have their modem that they are forcing me to hand deliver to them at their business which is located over thirty miles from my home. They have stated that even if I do drive the almost 70 miles round trip to hand deliver their modem that they will continue to charge me at full rate for the next 27 days (from today), no matter what I do.I feel this fact is unacceptable. They are the ones that did not deliver as promised. I paid for high speed service while they only provided dial-up speeds. And I am no longer using their service at all yet I still have to pay them. Their very own service department stated they could not provide high speed internet to my location at this time due to them over-selling the service to my area. Yet I still have to pay them? That is just plain wrong.
Please be advised that I have reached out to technical operations manager in Arizona. His dispatcher Adam will be contacting the customer to schedule a service call to see what we can do here. This customer was an acquired customer from an acquisition of CommSpeed in 2015....
Since that acquisition, we have been working on upgrading all the sites in Arizona which take time. I am not sure what has been done to date, but we need the service call to determine what can be done. Customer should be hearing from our dispatcher today to schedule a time and we will go from there. Additionally, I am working with the local Market Manager on additional options for this customer.
Please be advised that although this active customer states his service doesn't work, there was 151GB of data used in October, 124GB of date used in September, 106GB of data used in August and 137GB of data used July. If the service didn't work, our customers would not be able to use that kind...
of data.
I am proposing the following: I can put Mr. [redacted] on our unlimited data plan which is $69.95/month with a $40.00 discount for 3 months beginning January 1, 2015 ...
I have issued an additional $60 credit for prior issues Please let me know if this is acceptable. Sincerely, [redacted]SpeedConnect Business Manager
The majority of the data used was in constant attempts to reload things that would only partially load before the modem quit working. Furthermore, the modem was unplugged for over a week because it simply stopped working. At the very least I deserve a refund for the part of the month I had no service. I have made dozens of calls to technical support (which they can verify) to try to fix this to no avail.
Unfortunately, anyone that is keeping their email needs to accept the $4.99 per month fee. If the acceptance is not received the emails will be cancelled.
I did not see an attachment here but upon reviewing the account, I do see service issues so there is nothing due on the account. Account is closed with a zero balance.
Mary Kay L[redacted]
As stated in my original complaint, I have discontinued service with Speed Connect due to the fact that they did not provide the high speed internet service as they promised. I have switched over to another ISP and no longer use their service at all. But Speed connect is still charging me even though I am not using their service anymore. I do still have their modem that they are forcing me to hand deliver to them at their business which is located over thirty miles from my home. They have stated that even if I do drive the almost 70 miles round trip to hand deliver their modem that they will continue to charge me at full rate for the next 27 days (from today), no matter what I do.I feel this fact is unacceptable. They are the ones that did not deliver as promised. I paid for high speed service while they only provided dial-up speeds. And I am no longer using their service at all yet I still have to pay them. Their very own service department stated they could not provide high speed internet to my location at this time due to them over-selling the service to my area. Yet I still have to pay them? That is just plain wrong.
I have just received work that our tech ops team has a service call scheduled with the customer for tomorrow.