Ranch Wireless Inc.

*** ***, As per our conversation today, you and I have both concluded that there unfortunately appears to be some interference in or around your home prohibiting, at times, the quality of internet service that you expectWe both agreed that we at Ranch Wireless, have
done all we can do to improve your connection, and our most recent suggestion was to bring in your existing radio, so that we could trade it out for a new oneThis took place last weekI regret that we are unable to do anything else to help with local interferenceRespectfully, *** *** *** *** Ranch Wireless, Inc*** ** *** *** ***
*** *** *** p ###-###-#### f ###-###-####

Hello [redacted], I wanted to give a run down of events that has transpired since I initially filed my complaint on Ranch Wireless.       On December 18th, 2014, I took my CPE down from the mast. I went to the Ranch Wireless office in Seguin, Texas with it. I initially spoke to [redacted] who works in the office. I stated to her, that I was extremely frustrated with my internet service, and would like to try another radio or else I was considering having my service shut off, because the service hasn’t been working well in several months.   She went back, and got [redacted] who is a tech, I expressed to him the issues I have been continuously having, and I was frustrated with the quality of service I have been having, going on close to 10 months. I stated to him, I didn’t care if the radio was new or used, I would like to try a different one.   He said he would go back, and look and see what he had. A few minutes passed, and he come out with another Mikrotik radio, and said that it was all he had that was compatible with the system I am on. I asked him, “what do you think I should do?”, He stated: “sir it’s up to you.” I told him I would go ahead and try it out. It took them some time to configure it, and I went and picked it up later that day. The radio I was given, was a different model but the same brand. This radio model number is a Mikrotik SXT G-2HND.   When I signed the work order, there wasn’t a charge on it. It said that I had turned in my previous radio, and was given the new radio I had requested. On December 23rd, 2014, I logged into my online account for Ranch Wireless, and I noticed a charge of $110.00 for the new radio I was given on December 18th, 2014. This infuriated me. I contacted [redacted] who works at Ranch Wireless through their Facebook page. I explained to her, that I was under the impression, I was just going to swap out radios, and wouldn’t be charged for the new radio I picked up on December 18th, 2014.  [redacted] stated to me, “We wouldn't have taken the old one back to charge you for another one.” and asked me: “ Is the new radio on your bill?”  I stated to her, that when I signed the work order there wasn’t a charge for the new radio on it, but when I signed in to my online account, and look at billing, there is a charge for $110.00 for the new radio on it.    [redacted] then responded with the following, “ I just called and spoke with the billing department and they said that you told them you were willing to buy a new one. I spoke with her and she said you could pay the &119 out over 5 months. Just make small payments. Your not going to get penalized so long as you show you are making an effort. And the other mikrotik that you left at the shop you can have back. It's yours you bought it.”   I did state several months back, I believe it was in May, that I was willing to purchase a new radio at that time. I explained to [redacted] that I had returned my other radio, and was under the impression that I would be swapping out. Not be charged.   I made my payment for the Month of December in the amount of $76.00. My bill usually runs $52.01 a month, but the reason it was higher in December was because of the charge for the new radio. I paid $23.99 towards the new radio as part of the payment plan for it.   On January 12th, 2015 I got a call from [redacted] who is the [redacted] of Ranch Wireless. The reason she was initially calling, was because she stated she received the complaint from the Revdex.com. I explained to her, all that had been going on, the lack of follow ups, always being told I have a good signal to the access point, and me being charged for the new radio. I told her, I was under the impression it would be a swap, hence the reason I left my other radio at the office. She listened to everything I had to say, and said she was going to look into the reason why I was charged for the new radio. She stated herself, it didn’t make sense for me to be charged for another radio, since I left my other radio at the shop and purchased one already. She called me back, and said she had told billing to take the new radio off my account, and gave me a credit on my bill for the first payment I made towards it, in the amount of $23.99.   She asked how my service has been, and I told her with the new radio, it may be a littler better, but far from what I remember as being normal for the 2 years prior of having the service. She was very friendly, and said that they have pretty much tried all they could do, and I was under the impression she was going to respond to the complaint I made with the Revdex.com.   I called back in on January 22nd, 2015 and I initially spoke to [redacted]. I explained to her, that even with the new radio, I was still having poor service, I also told her, I purchased a CPE shield for my radio, that is supposed to cut out side, and rear interference. It hasn’t helped. I explained to her, I wanted to purchase a radio of the brand I had when I first received the service. The radio I first received when I got the service  was an Ubiquiti Power Station 2. I told her I never had problems with that radio, the service worked great, and I wanted to see about getting another one. She said they didn’t carry those anymore, and I asked her if I could purchase it, and bring it to the shop, and let them program it for the network. She said she couldn’t make the decision, but would let one of the owners know what I wanted to do, and have them get in touch with me. In the meantime, I explained to her everything I had tried, and she said things can change. She mentioned that at one point, she ended up having to move her radio like 200 foot away from the location it was setup when she first got service, because after a while, she couldn't keep a sustainable signal to the access point.   I took notes of what she said, and thought about it. I later decided to move my radio in a completely different location from where it was setup when I first got the service.    A couple days later, one of the owners called me back to discuss about me purchasing the Ubiquiti radio. I didn’t follow up because I wanted to move my radio to a completely different location, see how it would work, and go from there.   On January 30th, 2015, I went to the Ranch Wireless office in Seguin, Texas. I asked if anyone was there who could make me a 125 ft CAT 5 cable. [redacted] went back, and said that someone was there who could put it together for me, and if I didn’t mind waiting, it would take a little bit. I said that wasn’t a problem at all. While waiting in the office lobby, [redacted] one of the owners come out, and shook my hand. I introduced her to my mother who was also with me at the time. She said that they would try to make the cable in a timely manner. I said no problem. After waiting for a little while, [redacted] called, and said the cable was ready. I went and picked it up, offered to pay for it with cash, but [redacted] said she didn’t have change, and asked if she could place it on my bill. I told her absolutely, that was no problem.   I come home, took my antenna mast completely down, set it up in a different location on the other side of the house. I ran the new cable to it, that I picked up the same day. Upon getting everything setup, and turned back on, I immediately noticed a difference in my service. It was faster, not cutting out, and my latency was way better than it had been. I didn’t want to get to happy at the time, so I said I will see how it works for a few days before I make a decision.   I used it for almost 2 weeks, before I called back to Ranch Wireless. I spoke to [redacted]. My initial problem was, I hadn't been receiving my weekly data usage emails since November 25th. She said she would change the days it sends, and if I didn’t get it on the day it was supposed to send to please call back. I didn't receive it on the day I was supposed to get the email, but they were already aware of it. As I was talking to [redacted], I asked her if [redacted] was in the office. [redacted] said that [redacted] had left for the day. I told [redacted], that when I spoke to [redacted] a couple weeks back about my on going problems, [redacted] stated that she had to move her radio at one point, to be able to get a sustainable signal, and possibly get out of really strong interference. I told [redacted], to please let [redacted] know, I took her advice, and moved mine, and it has made a tremendous difference. [redacted] seemed happy, and said she would relay the message.   It has been close to 3 weeks now, since I moved my radio, and the quality of service is 95% better. I never was expecting perfect, but I knew the service worked better than it had for right at a year. I do however wished, I would of been informed to move it a greater distance sooner as I had moved it like 10ft here and there.   I do want to mention that throughout this time, Ranch Wireless has always been friendly to me. They have always tried listening to my issues, and they have done things to see about why my service has been giving me so much problems.   I don't want to leave the impression that anyone I have spoke to that works with Ranch Wireless has just totally blown me off and didn't seem to care. I know from a paying customer point of view, we want our service to work properly. With me being an older customer who has had service with Ranch Wireless I know my internet quality service changed, and it has been very frustrating. I have always tried to maintain my temper, and be courteous during these times, even when it seemed impossible to do.     I am requesting that nothing negative be published about Ranch Wireless on my complaint. After going in a couple circles, things got resolved, and after me taking [redacted]'s advice about moving the radio, it has made a huge difference in my service. I also suspect, that there has been staff changes in the office, and possibly some reassignments. I am not totally sure of this however. I think everyone including myself has learned some stuff from this ordeal.         Thanks, [redacted].