Dear Mr***,
I would like to apologize for the experience you have had with us the last couple of monthsPoor service and lack of response without a definitive solution is not indicative of how we conduct ourselves and take care of our customersPlease bare in mind a few things, first, despite your service issues, you have consumed a significant amount of data each monthIn fact many service providers (like Comcast) have limits and will terminate customers who use more than 300GB of data per month, yet you have used more than that every month since MarchEven the last three months, you have been utilizing the service significantly: December 470GB in our 97th percentile of users, November 300.94GB in our 95th percentile, and October 648GB in our 99th percentile and only accounts used more data than you(This is all accessible to you on your customer portal at my.ptera.com) By comparison, the average high-speed internet customer uses 75GB per monthAs we do not have caps this is not a problem, but it is important to point out that you have been using the service substantially and you would not be able to consume this much data if we were not “upholding the bandwidth of service you purchased” the majority of the timeSecond, all providers experience congestion with slow downs in parts of their network during peak times, typically around seven pm to eleven pmI tested your connection a few times including right before I sat down to write this response and each time your connection was receiving the full 10Mbps down by 5Mbps upRegardless we strive to deliver our advertised speeds any time you want to use the service
Your region has been problematic for some time and we actually proactively planned and initiated upgrades to the equipment servicing your area this spring far before you began to experience issuesThe volume of obstacles, problems and duration in time to upgrade this site would not be prudent to disclose, but this has been one of if not the most troublesome project in our fifteen year historyOthers in your area are having similar issues and please understand that we are not apathetic and upgrades to this location have been our top priority for the better part of a year
The two cutouts you mentioned were network wide and caused by our upstream (wholesale) provider and we are in the process of replacing them with a different provider as a result
Lastly, we have had some turnover in support management and personnel in the last two months and your issue fell through the cracksThis is not an excuse, but the reason why you were not replied to in a timely manner.
We appreciate your feed back and the time spent to articulate your issuesI feel a two month credit is fair and it has been applied your account which now has a -$balance
We truly care about the quality of service our customers receive, we all have friends and neighbors on our serviceIn fact my parents are in your region and are having similar issuesPlease trust that we have been and will continue to do all we can to get this site upgraded and up to our standardsWe are optimistic that we could be done by the end of the month, but we really have no way of providing a date
If you have any other questions please do not hesitate to ask
Things have changed in the last three years that we have been providing service There have been a handful of times consumer was not getting the advertised speed The consumer is not going to get close to the speed we advertise and would limit those we are servicing in that area
The service would be subpar If we are able to put up a new tower we will notify the consumer
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Dear Mr. [redacted],Many modern WiFi enabled devices are set by default to auto-negotiate to the "best possible" frequency. Unfortunately, occasionally devices may independently choose the same frequency and effectively block each others transmissions. This is irrespective to how long they have been in...
use. In your case, there were two Chromecasts that each were interfering with your router and each the consecutive routers that were used, including the one we provided you at no charge. This is rare by actually happened to me last week. The internet was working at your advertised speeds from our network to your home, and for most ISP's, especially the national ones, that is all that is required. We pride ourselves on being better than our competitors, so despite us verifying that our service was providing you proper connection, we dispatched a repair team twice (typically a $125 charge each time), replaced your exterior receiver with the latest hardware and gave you a router ($75) for free. All because of your personal devices were interfering with your home router. When the issue was resolved, you had spoken to our office and despite all that we had already done at no charge, were willing to offer you bill credit for 10% of the month ($5.50). Please confirm that despite the $330.50 plus new hardware we have already given you at no charge even though the issues you were experiencing were a result of your equipment on your local network, that you feel you are entitled to an additional bill credit and specifically what that amount should be.
Dear Mr***,
I would like to apologize for the experience you have had with us the last couple of monthsPoor service and lack of response without a definitive solution is not indicative of how we conduct ourselves and take care of our customersPlease bare in mind a few things, first, despite your service issues, you have consumed a significant amount of data each monthIn fact many service providers (like Comcast) have limits and will terminate customers who use more than 300GB of data per month, yet you have used more than that every month since MarchEven the last three months, you have been utilizing the service significantly: December 470GB in our 97th percentile of users, November 300.94GB in our 95th percentile, and October 648GB in our 99th percentile and only accounts used more data than you(This is all accessible to you on your customer portal at my.ptera.com) By comparison, the average high-speed internet customer uses 75GB per monthAs we do not have caps this is not a problem, but it is important to point out that you have been using the service substantially and you would not be able to consume this much data if we were not “upholding the bandwidth of service you purchased” the majority of the timeSecond, all providers experience congestion with slow downs in parts of their network during peak times, typically around seven pm to eleven pmI tested your connection a few times including right before I sat down to write this response and each time your connection was receiving the full 10Mbps down by 5Mbps upRegardless we strive to deliver our advertised speeds any time you want to use the service
Your region has been problematic for some time and we actually proactively planned and initiated upgrades to the equipment servicing your area this spring far before you began to experience issuesThe volume of obstacles, problems and duration in time to upgrade this site would not be prudent to disclose, but this has been one of if not the most troublesome project in our fifteen year historyOthers in your area are having similar issues and please understand that we are not apathetic and upgrades to this location have been our top priority for the better part of a year
The two cutouts you mentioned were network wide and caused by our upstream (wholesale) provider and we are in the process of replacing them with a different provider as a result
Lastly, we have had some turnover in support management and personnel in the last two months and your issue fell through the cracksThis is not an excuse, but the reason why you were not replied to in a timely manner.
We appreciate your feed back and the time spent to articulate your issuesI feel a two month credit is fair and it has been applied your account which now has a -$balance
We truly care about the quality of service our customers receive, we all have friends and neighbors on our serviceIn fact my parents are in your region and are having similar issuesPlease trust that we have been and will continue to do all we can to get this site upgraded and up to our standardsWe are optimistic that we could be done by the end of the month, but we really have no way of providing a date
If you have any other questions please do not hesitate to ask
Things have changed in the last three years that we have been providing service There have been a handful of times consumer was not getting the advertised speed The consumer is not going to get close to the speed we advertise and would limit those we are servicing in that area
The service would be subpar If we are able to put up a new tower we will notify the consumer
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Dear Mr. [redacted],Many modern WiFi enabled devices are set by default to auto-negotiate to the "best possible" frequency. Unfortunately, occasionally devices may independently choose the same frequency and effectively block each others transmissions. This is irrespective to how long they have been in...
use. In your case, there were two Chromecasts that each were interfering with your router and each the consecutive routers that were used, including the one we provided you at no charge. This is rare by actually happened to me last week. The internet was working at your advertised speeds from our network to your home, and for most ISP's, especially the national ones, that is all that is required. We pride ourselves on being better than our competitors, so despite us verifying that our service was providing you proper connection, we dispatched a repair team twice (typically a $125 charge each time), replaced your exterior receiver with the latest hardware and gave you a router ($75) for free. All because of your personal devices were interfering with your home router. When the issue was resolved, you had spoken to our office and despite all that we had already done at no charge, were willing to offer you bill credit for 10% of the month ($5.50). Please confirm that despite the $330.50 plus new hardware we have already given you at no charge even though the issues you were experiencing were a result of your equipment on your local network, that you feel you are entitled to an additional bill credit and specifically what that amount should be.