Resolute Partners

We are addressing the service complaint and identifying solutions for the service issue this customer is experiencingWe have refunded the last month of service for this customer / [redacted] Style Definitions */

I'm only here for more weeks, so filing a complaint is pointless because the tech probably won't come out for at least a week, and when he comes out it will probably be between or 8am to 5pm and that's when I have classEvery day I try to play games online and can't because the internet is so slowOn weekends it's the worst, making it so I can't even get their own website to loadI've done all of the troubleshooting steps possibleLogging out, restarting, shutting down for longer than minutes (which seemed to make it worse), and so onMy roommate and other people in my barracks have said the same thing - it just doesn't workI had a better internet connection in 1999! They need to better their network and if they can't, the military needs to stop monopolizing the internet on posts! But I digress, the problem is that it's a recurring problem with Resolute Partners, and it seems as though they can't handle the heavy load of users in the area, if that's the case I shouldn't have to pay $for "unlimited internet" when the only time it's ever fast is around 3-5am in the middle of the week

Complaint ID#: [redacted] Company Name: Resolute Partners LLC Company Contact Name: [redacted] Company Contact Phone: ###-###-#### Company Contact Email: [redacted] Consumer's Name: [redacted] Revdex.com Staff Member (if you know): [redacted] Complaint Information: We are very sorry for the issues [redacted] has experienced and are addressing each point madeOur technician has since serviced this area and tested outside this customer’s roomHe was able to log in to the network and browse the internet without any problems and good service speedsOut tech support team also attempted to contact the customer by phone on July 29th and received his voice mailA message was left along with the tech support number to call us back, and we have not heard back from him yetWe were unable to find any issues with the network in the area that this customer was staying in, but have gone ahead and refunded the customer the purchase price of the plan on July 25th Sent on: 8/7/2:55:PM

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI do not however believe that the online games use any p2p interactions Sincerely, [redacted] ***

Complaint ID#: [redacted] Company Name: [redacted] Partners Company Contact Name: [redacted] Company Contact Phone: [redacted] Company Contact Email: [redacted] Consumer's Name: [redacted] Revdex.com Staff Member (if you know): [redacted] Complaint Information: We have investigated the service complaint for this location and are currently taking additional steps to improve the infrastructure of the service in this areaThe purchased plan was a call to cancel plan that could have been cancelled at any time for any reasonDue to the customer’s difficulties, we have issued an additional month refund of $on 7/10/for the customer’s cancelled plan

Complaint: [redacted] I may not have made the complaint clear enough the previous 40 times. It is possible to connect to the network. It just drops off frequently. Tell your technician to live in the barracks for a couple weeks, not just to try to connect once. I never said there was any problem connecting just once, so I'm not sure why your test would involve just that. Thanks for refunding my money, but I really just want the problem fixed for everyone else who is stuck with frequent outages.

We have reviewed the customer’s account and the refund of $was processed is now confirmed processed 7/16/for the account in question

HelloIve since spoken with the rest of the base the company provides service to and I believe this is an isolsted incidentHowever, I called in mid april to customer service asking if there was anyhing I could do to fix spotty service and they basically blamed it on the website I was attempting to access, even though it wouldnt connect to anythingAnyways, I believe it was an isolated incidentAll my friends on base seem very satisfied with their service, therefore, im requesting to remove my complaintAs soon as I figure out howIm sorry for any inconvenience this has caused.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Edward Gray

",sans-serif>Our tech support team has called and left three Voicemails for
the customer requesting that he call us backWe have not received a call-back
to dateWe checked our equipment and all is running properlyOur speed tests
produced good results We do see the customer has connected on a regular
basis with good data usageIt appears that he has never called into our
Customer Care line for support so this is the first we are hearing of his
issueIf he would like to call us back, we can work with him to assist in any
way possible

We have investigated the customer’s claim and have reached out
to the underlying ISP provider to assist with some of the latency at peak hours
of use for that barracksIf the games the customer is playing uses P2P, then
it will be blocked. Blockage of P2P is required in order to prevent
copyright infringement and the illegal sharing of content

Complaint Information:
text-align: left;" valign="top"> Tickets have been entered for this customer and our technician has been dispatched per ticketNo issues were found after each dispatch and various troubleshooting stepsAccording to the log history of the customer, the customer has had solid consistent connectivity to sometimes over 10,minutes a session and showing accurate speeds for the location as well

Complaint: ***
I am rejecting this response because: you have many complaints with bandwidth and packet lossIf you know anything about the Product you're selling then you know that it doesn't affect the speeds or the amount of time logged onGet an engineer to look at itIt's not hard
Sincerely,
*** ***

We have reviewed the customer’s account and the refund
of $was processed is now confirmed
processed 7/16/for the account in question

Our technical support reached out to the customer and
resolved the customer’s concernWe found the customer needed assistance in connecting two devices to the service simultaneously and was uncertain of the processBy the end of call, the customer was able to use with successA 25% courtesy refund was issued today, 9/21/15, and should be posting to the customer’s account in the next couple of business days

There was an equipment issue at
this location which
has since been remediedThe customer was refunded the full
purchase price of the service and is an active customer once again

The plan purchased is a
recurring call to cancel plan which can be cancelled at any time for any
reasonThe customer called and cancelled his billing on 6/29/15, and the
billing was cancelled at this timeThe customer was refunded his last billing
on 7/5/for the service issues experiencedThe customer continues to use,
and we are investigating the service issues experienced for this location

Complaint ID#:
***
Company Name:
Resolute Partners
Company Contact Name:
*** ***
Company Contact Phone:
###-###-####
Company Contact Email:
***
Consumer's Name:
*** ** ***
Revdex.com Staff Member (if you know):
*** ***
Complaint Information:
Complained of intermittent service issues on wireless serviceOur technician went out to the customer's location and was unable to make contactOur Technician left his call back information with the CQ at the desk, but did not hear back from the customerAdditionally the technician tried to get in touch with the customer on July 17,18,and 20th and was unable to get a responseA refund for the past month of service was issued and the technician rebooted all equipment is the customer's buildingLastly the customer's subscription has been cancelled to prevent any future charges and the customer will be notified via email of the cancellation
Sent on:
7/25/5:52:PM

Complaint
ID#:
Company Name:
Resolute Partners
Company Contact Name:
Lori Blanco
Company Contact Phone:
###-###-####
Company Contact Email:
[email protected]
Consumer's Name:
Edward William Gray
Revdex.com Staff Member (if you know):
**No Response**
Complaint Information:
Customer complained of poor serviceWe have never received a complaint or call from customerOne call was received to request a cancellation of service, which was fulfilledAs a result of complaint we will reach out to customer to get detail about his experience in order to remedy any outstanding issuesCustomer will be refunded for last month as wellTech will be dispatched to site for investigation of any service issues
Sent on:
5/8/6:23:PM

Complaint ID#:
Company Name:
Resolute Partners
Company Contact Name:
Lori Blanco
Company Contact Phone:
203-640-
Company Contact Email:
[email protected]
Consumer's Name:
Edward William Gray
Revdex.com Staff Member (if you know):
**No Response**
Complaint Information:
Customer complained of poor serviceWe have never received a complaint or call from customerOne call was received to request a cancellation of service, which was fulfilledAs a result of complaint we will reach out to customer to get detail about his experience in order to remedy any outstanding issuesCustomer will be refunded for last month as wellTech will be dispatched to site for investigation of any service issues
Sent on:
5/8/6:23:PM

Complaint: ***
I am rejecting this response because: I have not yet received the refund they claim to have sent meAlso, in their statement they say that I continue to use their service, and this is only because I paid for service until the 10th of July 2015.
Sincerely,
*** ***