Restech Services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Those dates were not the only days I had issuesEvery time I left town, the speed would be 10mbps when I got backThat is an artificial number and it is obvious Restech was turning down our internet when it think we would not notice to save moneyIf I had called Restech every time we had low speeds, I would be calling them every weeksI was fed up with needing to call them when these issues should have never happened in the first place with how much we paid for internetI had low speeds the entire summer and have attached a screenshot of a speedtest done during that timeI created this complaint hoping to get a fast response but that didn't happen either Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Those dates were not the only days I had issuesEvery time I left town, the speed would be 10mbps when I got backThat is an artificial number and it is obvious Restech was turning down our internet when it think we would not notice to save moneyIf I had called Restech every time we had low speeds, I would be calling them every weeksI was fed up with needing to call them when these issues should have never happened in the first place with how much we paid for internetI had low speeds the entire summer and have attached a screenshot of a speedtest done during that timeI created this complaint hoping to get a fast response but that didn't happen either Regards, [redacted] ***

Thank you for bringing Sicong's issues to our attention I was a bit surprised by the complaint, as he has been in contact with us regarding the issue, and a resolution is already in processUnfortunately, there is a timeline involved that has impeded progress.As of this summer, ResTech has been contracted to upgrade services in the buildings from delivery via high capacity wireless link, to a much more robust, fiber optic network This became necessary as new construction development around the building began to affect the signal supplying service to the building While the original instance of this issue was resolved by adjustments made to the wireless radios, some user issues persisted during peak times.Another issue that he has reported to us is wanting to purchase faster service Unfortunately, this will not be available until the building upgrade is complete Due to issues with the contractor delivering fiber services to the building, as well as issues of delayed access to city own rights away for service providers, this work is behind schedule Originally scheduled for completion in August, we have reached a resolution of all parties involved and will be installing within the next week We have been in consistent contact with the owner of Sicong's building during this process, who has reported this information to building residents.Once services via fiber are in place, all residents who have reported being affected will receive compensation for the period of delay via upgraded television, internet services or refundsThe delay in refund is simply due to the fiber not being in place Once work is completed, he will receive the proper compensation for his affected time frame Sicong has been informed of this as well, as he has reported.In Sicong's case, looking back on various trouble tickets, his current perception of the problem was exacerbated by issues with his own in-unit wireless equipment While he would sometimes have issues connecting to his router, bypassing his equipment and connecting directly to the point of service showed no issues At that point, the issue would be with the resident's own, purchased equipment and not his service itself These instances occurred after he was informed of the temporary resolution, but have prolonged his satisfaction with service none the less.We will be in contact with Sicong as soon as the service upgraded has been completed to see how we would like to proceed with his final resolution for compensation, as has been reported to him.If you need any further clarification or information, please let me know Thank you again for letting us know of this complaint[redacted] ResTech Services

We have been to the customers unit and verified that the service was workingOur technician replaced the in unit switch with a new one as a preventive measureSince the service call we have not been able to reach the customer to verify improved serviceA refund was entered on Wednesday July 16th for the cost of the upgrade and we are leaving the upgraded speed in place until the end of the month, we left a voicemail for the customer explaining this Regards,

We have remained in contact with this customer and acknowledge our failures in diagnosing the issue in a timely mannerWe have made arrangements to purchase the router in question and believe that the customer is satisfied with the outcomeSince the repairs have been made there have been no further service interruptions.Sincerely,

We have remained in contact with this customer and acknowledge our failures in diagnosing the issue in a timely manner. We have made arrangements to purchase the router in question and believe that the customer is satisfied with the outcome. Since the repairs have been made there have been no... further service interruptions.Sincerely,

The customer is claiming they have called multiple times and experienced poor service throughout the year, our records show that two cases were openedThe first case was reported on 09/15/stating he was receiving slow speeds at night but at the time of the call the download speed was 40mbpsThe
customer called back later that evening reporting download speeds of 10mbps our CSR had him connect directly with an ethernet cord and reregister his computer which did not improve serviceThe case was escalated to our Engineering team on 09/16/15, they cleared some of the devices that were registered in his groupThe ticket was then sent back to our CSR staff to perform a call backThe first callback was performed on 09/17/15, a voicemail was leftA second call was placed on 09/18/in which the customer confirmed the service was working correctlyThe second case was reported Friday 01/02/at 10:52pm again reporting slow speedsOn Monday 01/05/it was determined that the cause was related to an incorrect configuration on a piece of our network equipment that was put in place after a rebootThe configuration was corrected and after a day of monitoring the cutomer was contacted and confirmed the service was working correctlyWe have no other record of he or anyone else from the unit reporting any issuesWe feel that a refund for the entire year is not in order but instaed offer a refund of $to cover the time between when the two issues were first reported and verified correctedSincerely, -- *** *** Director of Operations Restech Services *** *** *** *** *** *** Phone *** Fax 608-237-

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.
However, there are multiple fallacies in the information provided by the business: "We have been to the customers unit and verified that the service was workingOur technician replaced the in unit switch with a new one as a preventive measure."
This is informationOur internet was out for days before the technician came; upon his arrival, he told us that this was some of the worst wiring he had ever seen done (which was not ResTech's fault, as it was the wiring in the house itself) and that he had to replace our unmanaged switch or whatever you guys use in our wall because it was completely dead and years and years old.
Also, in regards to "not being able to be gotten ahold of": I received a phone call one time from the main number with no callback info explaining that I would get a refund for my service being so badI tried calling back, and no one had any logs as to who called me, therefore I was never able to call back and thank anyoneSo, saying that I "haven't been able to be reached" is also informationWhy go through all the trouble to place information in the complaint after agreeing that I had bad enough service to where I deserved a refund? This kind of customer "service" is exactly why we're having issues in the first placeAlso, next time people who have worked in IT professionally for years tell you guys that their equipment is failing, please give them the benefit of the doubt and don't make them wait months to have someone come out and realize how badly functioning the equipment really isWe were constantly blamed, told to reboot our computers, and never called back until the issue resolved itself.
All in all, thank you for the refund, and I will no longer be doing business with your company as of a month from nowThank you, to whomever this is (I have still not ever gotten a name of a manager), for finally providing acceptable customer service and refunding me for this awful servicePlease train your employees to match yourself in terms of professionalism
Regards,
*** ***

solid; border-left-">The customer is claiming they have called multiple times and experienced poor service throughout the year, our records show that two cases were opened
The first case was reported on 09/15/stating he was receiving slow speeds at night but at the time of the call the download speed was 40mbps
The customer called back later that evening reporting download speeds of 10mbps our CSR had him connect directly with an ethernet cord and reregister his
computer which did not improve serviceThe case was escalated to our Engineering team on 09/16/15, they cleared some of the devices that were registered in his group
The ticket was then sent back to our CSR staff to perform a call backThe first callback was performed on 09/17/15, a voicemail was left
A second call was placed on 09/18/in which the customer confirmed the service was working correctlyThe second case was reported Friday 01/02/at 10:52pm again reporting
slow speedsOn Monday 01/05/it was determined that the cause was related to an incorrect configuration on a piece of our network equipment that was put in place after a reboot
The configuration was corrected and after a day of monitoring the cutomer was contacted and confirmed the service was working correctlyWe have no other record of he or anyone
else from the unit reporting any issuesWe feel that a refund for the entire year is not in order but instaed offer a refund of $to cover the time between when the two issues were
first reported and verified corrected
Sincerely, -- *** *** Director of Operations Restech Services *** *** *** *** *** *** Phone *** Fax 608-237-

We have been to the customers unit and verified that the service was working. Our technician replaced the in unit switch with a new one as a preventive measure. Since the service...

call we have not been able to reach the customer to verify improved service. A refund was entered on Wednesday July 16th for the cost of the upgrade and we are leaving the upgraded speed in place until the end of the month, we left a voicemail for the customer explaining this.
 
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Those dates were not the only days I had issues. Every time I left town, the speed would be 10mbps when I got back. That is an artificial number and it is obvious Restech was turning down our internet when it think we would not notice to save money. If I had called Restech every time we had low speeds, I would be calling them every 2 weeks. I was fed up with needing to call them when these issues should have never happened in the first place with how much we paid for internet. I had low speeds the entire summer and have attached a screenshot of a speedtest done during that time. I created this complaint hoping to get a fast response but that didn't happen either. 
Regards,
[redacted]

Thank you for bringing Sicong's issues to our attention.   I was a bit surprised by the complaint, as he has been in contact with us regarding the issue, and a resolution is already in process. Unfortunately, there is a timeline involved that has impeded progress.As of this summer, ResTech...

has been contracted to upgrade services in the buildings from delivery via high capacity wireless link, to a much more robust, fiber optic network.  This became necessary as new construction development around the building began to affect the signal supplying service to the building.  While the original instance of  this issue was resolved by adjustments made to the wireless radios, some user issues persisted during peak times.Another issue that he has reported to us is wanting to purchase faster service.  Unfortunately, this will not be available until the building upgrade is complete.  Due to issues with the contractor delivering fiber services to the building, as well as issues of delayed access to city own rights away for service providers, this work is behind schedule.  Originally scheduled for completion in August, we have reached a resolution of all parties involved and will be installing within the next week.  We have been in consistent contact with the owner of Sicong's building during this process, who has reported this information to building residents.Once services via fiber are in place, all residents who have reported being affected will receive compensation for the period of delay via upgraded television, internet services or refunds. The delay in refund is simply due to the fiber not being in place.   Once work is completed, he will receive the proper compensation for his affected time frame.  Sicong has been informed of this as well, as he has reported.In Sicong's case, looking back on various trouble tickets, his current perception of the problem was exacerbated by issues with his own in-unit wireless equipment.  While he would sometimes have issues connecting to his router, bypassing his equipment and connecting directly to the point of service showed no issues.  At that point, the issue would be with the resident's own, purchased equipment and not his service itself.   These instances occurred after he was informed of the temporary resolution, but have prolonged his satisfaction with service none the less.We will be in contact with Sicong as soon as the service upgraded has been completed to see how we would like to proceed with his final resolution for compensation, as has been reported to him.If you need any further clarification or information, please let me know.  Thank you again for letting us know of this complaint.[redacted]
ResTech Services

We have remained in contact with this customer and acknowledge our failures in diagnosing the issue in a timely manner. We have made arrangements to purchase the router in question and believe that the customer is satisfied with the outcome. Since the repairs have been made there have been no...

further service interruptions.Sincerely,

We have remained in contact with this customer and acknowledge our failures in diagnosing the issue in a timely manner. We have made arrangements to purchase the router in question and believe that...

the customer is satisfied with the outcome. Since the repairs have been made there have been no further service interruptions.Sincerely,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Those dates were not the only days I had issues. Every time I left town, the speed would be 10mbps when I got back. That is an artificial number and it is obvious Restech was turning down our internet when it think we would not notice to save money. If I had called Restech every time we had low speeds, I would be calling them every 2 weeks. I was fed up with needing to call them when these issues should have never happened in the first place with how much we paid for internet. I had low speeds the entire summer and have attached a screenshot of a speedtest done during that time. I created this complaint hoping to get a fast response but that didn't happen either. 
Regards,
[redacted]

arbor crossing (2715 marshall ct, madison, wi 53705): the entire building often has no internet for hours at a time. this has persisted for at least 2 years. customers like me have learned during this interval that there is nothing to be gained from calling the help desk other than the runaround. this is a long-term structural problem. I use a verizon hotspot as my plan B reliable isp when restech is down.

Review: The internet service had severe intermittency issues that lasted over 2 months and affected 3 floors of my building. I did not report the issue during the first 2 months. Because of internal lack of communication the ongoing issue affecting my floor was known to part of the company but not to the helpdesk. When I finally reported the intermittency issues, my floor number should have been a red flag, but instead they wasted days blaming the problem on my wireless router. They told me that without a trace of doubt the problem was because of my wireless router, and that it had gone bad. After I purchased the new router and the problem persisted, they admitted that the issue was with their own equipment, and part of their company was well aware of the issue for the 4 weeks at least. I demanded being reimbursed for the router, but they refused. They said that the call-ticket that the representative completed did not specifically say that he told me I had to buy the new router. I found that utterly unfair and dishonest, as I had a very long conversation with the representative who adamantly insisted that my router had gone bad. The call was not recorded because it was outgoing call from them to me.

The representative that had called me informing me that the problem was with the router came across as very inexperienced and incompetent. He contradicted himself, did not seem to be able to answer questions. I repeatedly asked him that I should talk to somebody more technical. I am sympathetic that everybody goes through inexperienced phase, but at certain point the call needs to be transferred to more senior/experienced people. However instead of transferring me, he would put me on hold, and return and relay supposedly other people's answers, and I had doubts if he understood what he said. In all, I had a very long discussion with him, arguing that I did not believe that this was the problem with my router. To this he argued repeatedly that the routers do go bad, told me why and how it could have gone bad, and that there was no doubt that the problem I reported was because of my router. I kept saying that I was not convinced that the problem was with my equipment and not their equipment. To which he absolutely denied and told me that the internet problem was not because of their equipment but rather because of my router. He said the tweak they did on their side might help, but if it did not - that was all they could do and the problem was my router. I asked if the problem was just with me, and I was told that it was.

The tweak did not help, internet still went down, and I purchased the new router. However the internet still went down. During subsequent calls, I discovered that actually there was a problem with internet with three floors of my building, including mine - affecting 11 apartments per floor, roughly 100 people total. This problem had been going on for 2-3 months, and there was a part of the company that was well aware of the issue. However the issue was not communicated to the helpdesk. Obviously my router was just a red herring. The problem was with their equipment after all, and the issue affected around 100 other people after all.

I was upset (1) for wasting my time for days and blaming the issue on my router (2) for making me purchase the new router (3) for them having internal miscommunication when they did know they had a problem affecting my floor and not putting two things together (4) for them being aware of the problem for weeks and even months, and not being able to fix it. I took the issue to my building management, which got their senior management involved. After that the internet issue was solved in two days. Incidentally that was only after the issue was escalated to the very top management.

I requested to be refunded for the new router. I had no intention of buying the new router, and only did so after they claimed without a drop of doubt that my router was what was causing the problem I reported and that my router had gone bad. However their management went to the ticket logs and refused to reimburse me for the router, because the representative that told me that the router was broken did not write on the ticket that he told me the router needed to be replaced. Incidentally, that was the same representative that came across as very inexperienced during the call.

I find this extremely unprofessional. They are acknowledging that they had internal miscommunication about the internet affecting my floor - part of their company does not talk to the other part. However they also have miscommunication issues both between their inadequately trained representatives and their customers, as well as miscommunication about what their inadequately trained representatives write in the call tickets. The blamed me that I made up that they told me to buy the router. In fact I argued for almost half an hour during the initial call that I did not believe my router was the issue and that I did not want to go and buy the new one as I was not convinced mine was broken. Why on earth would I go and buy a new router if they had not insisted that my internet problem was because of my old router.

Overall, I am now convinced that this company does not care for their final users, because their immediate customers are the building management companies rather than households. Even though internet gets included in the rent, there is little households can do to make sure they are accountable for treating final users like their customers. I suggest final users let their building managers be aware of their grievances.Desired Settlement: Refund me for the router I purchased because they insisted that my internet was going down because my router had gone bad. In fact the problem was with their own equipment.

Business

Response:

We have remained in contact with this customer and acknowledge our failures in diagnosing the issue in a timely manner. We have made arrangements to purchase the router in question and believe that the customer is satisfied with the outcome. Since the repairs have been made there have been no further service interruptions.Sincerely,

I pay for Restech internet services at City Row Apartments. I am contacting the Revdex.com after many attempts to resolve the issue through both my landlord and Restech.

My internet connection drops frequently, and I have gone through all troubleshooting steps with Restech. I have plugged my pc directly into the wall jack, ruling out issues with my own local network. I have also gone a step further and reset the switch built into the wall, per Restech's suggestion. After ruling out my network as being at fault, I decided to test the computers in our building's business center. These computers were also without connection during the same time my pc in my apartment was not receiving service. This is a building wide issue, and Restech has acknowledged that fact. Restech, during one of my numerous phone conversations, had recognized that weather conditions affect the quality and up-time of their service to my building.

As a tech guy, I couldn't imagine why weather would be a factor. I asked Restech more questions, and found out my building's internet service is provided by a wireless device, that feeds the service from a nearby building. I was told if the landlord (Stone House Development) put in a fiber channel, the issues would resolve.

I pay $40/month for 10mb speed, and often get no connection or sub-par speeds, clocking in at 2-3 mbps at speedtest.net. Sometimes I receive 9+ mbps, which is the speed I am paying for. $40/month for 10mb speed is overpriced, even if it worked well. I plan to work with my landlord regarding pricing of this service. As a web developer, I am more concerned with quality and up-time.

I believe Restech should ensure quality of the service they provide, and take responsibility for proper planning and execution. I don't believe pointing the finger at my landlord for not putting in a fiber channel is acceptable, and provides no solution to end-users.

Up to this point, Restech has not taken no action to resolve the infrastructure-related network problems that affect City Row Apartments.

Review: Restech has constantly downgraded our internet to 10 mbps even though we paid for 50. They are basically scamming us and hoping we won't notice. When speed tests are run, they always come to the same value and it is a nice number so it is clearly an artificial limit. We can't stop the service because we paid a year in advance. I've called in multiple times this past year for them to fix it but eventually they downgrade our Internet again. This is pure theft.Desired Settlement: I want a refund of my money that I paid because restech did not deliver what they promised.

Business

Response:

The customer is claiming they have called multiple times and experienced poor service throughout the year, our records show that two cases were opened.

Review: From day one, my housemates and I have had nothing but issues with "ResTech". Our internet cuts out almost every single day for an unknown period of time - to be a bit more technical, ALL of our devices lose their IP address. The only piece of networking equipment we have is this crappy switch that's in a box in the wall, which we've tried rebooting many times during this issue (as per Customer Service) to no avail. We call this company so many times a week, and we get the same answer every time: "We have no idea what's going on and we will have to escalate this to our engineers". I've asked for a manager many times, with the response "We don't have any". I've NEVER gotten an apology from anyone for this terrible service, nor has it gotten any better - only worse. Finally two days ago, one of the employees understands that OUR ENTIRE BUILDING loses service all at once, and they said they would send someone out here to take a look at the equipment; we received no date, time or anything. No one has showed up. For some ungodly reason, my housemates and I thought that upgrading the speed from 9Mbps to 50Mbps would help the issue. Boy, were we ever wrong. If anything, the service has gotten WORSE since our upgrade. It's now going out 2 or 3 times per night. Also, sometimes, when it goes out, it'll be for days. I'm a Research Assistant this summer, and I'm expected to have a connection at home to do Google Hangouts remotely and that sort of thing. The internet barely works. It's getting ridiculous, and now that we've paid up for the upgraded speed, I demand upgraded service from you.

Also, another note; when my housemates call, and literally only give this company our home address, the representatives are ready and willing to provide MY plain-text username and password... are you kidding me? This is an extremely unethical and unsafe practice.Desired Settlement: My desired outcome is for the company to not only apologize for these issues, but to credit us accordingly for the days upon days we have been out of service and hours wasted on the phone only to receive the same condescending troubleshooting advice that never helped anyways. We're just subletters for the summer, and I absolutely can't imagine what the people who live here all year round deal with in regards to this terrible service. I also would appreciate you guys actually getting some sort of authentication procedure in place, before someone social engineers your entire customer base. Thanks.

Business

Response:

We have been to the customers unit and verified that the service was working. Our technician replaced the in unit switch with a new one as a preventive measure. Since the service call we have not been able to reach the customer to verify improved service. A refund was entered on Wednesday July 16th for the cost of the upgrade and we are leaving the upgraded speed in place until the end of the month, we left a voicemail for the customer explaining this.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.