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Rooms Express Reviews (3)

Dear: (Sir/Madam): We are in receipt of a “complaint” filed with your agency by *** *** (“***”) relative to her internet service. While we are unable to determine why any such complaint was filed with your agency regarding this issue, we will respond completely and correct the
factual errors in her letterIGo Technology (“IGo”) has been in business for many years. Our business is located in a rural area of Virginia that is challenged by low population densities and also being very mountainous. We have offered multiple computer related services, including wireless internet services, for the last ten (10) years. Since wireless internet services of this type are dependent upon line of sight technology we are limited in our ability to service everyone in our area of operations due to terrain and signal issues*** lives in a very rural area of *** County, Virginia that is not served by traditional internet providers and has to rely upon wireless or satellite connections for internet*** was a prior customer of IGo Technology several years ago and was able to receive acceptable wireless internet speeds from our service. As time progressed her service quality deteriorated. After receiving her initial complaint to our office we sent a technician to determine what was causing her loss of service. After investigating it was determined that due to the growth of trees upon a neighbor’s property *** no longer has good line of sight to the access point for the IGo tower. She was given the options of working with her neighbor to cut/top the trees or, if she so chose, to have a pole (EMT conduit) to overcome the trees erected upon her property (IGo even offered to set the EMT conduit pole for the cost of the pole and a small service fee). She became upset at her situation and for whatever reason blamed IGo for her inability to receive the necessary signal. IGo is unable to determine why she interjected any grant funding for past or current projects into her matter. Be that as it may, insofar as the use of grant funds of any kind regarding her service, it is inapplicable. IGo has been awarded grants in the past (a small grant for use in *** County to provide limited wireless access; grants for other wireless and optical fiber in areas that do not include ***’s residence, etc.). However the prior grants have been closed for some time any current grant funding does not cover the area of ***’s residenceLast, IGo does not offer any services in the City of Bristol and we are at a loss as to why she would interject that assertion in her “complaint”. In summary, her inability to receive wireless signal is not related to any failure on the part of IGo, but rather do to her loss of a line of sight to the access point. When given options to restore the signal, she refused and has now filed this complaint. Her assertions about the use and utilization of grant funding are patently falseIf you have any questions please do not hesitate to contact meSincerely, Steve Vandyke President

I have reviewed the response offer 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 would like to add that the statements I made that Igo clear that they are deeming as is information that came directly from their customer serviceIgo technology customer service is whom told me the signal over shot my property and was pointed toward the Bristol areaAlso they never offered to install the new pole for a fee and could not do so if they wished because I have photos to prove the new location they wanted me to install a new pole at my expense is in state right of wayMiss Utility does not give permission for people to dig in the state right of way
Regards,
*** ***

Ms***:The Revdex.com has advised us of an informal complaint file by Alix *** concerning your internet speed.As we have discussed with you previously, the geography and terrain of your location does not provide for line of site to our tower locationThe line of site requirement is
hindered by extensive foliage and treesWe installed this service on March 12, as an attempt to provide you with an Internet link that exceeded dial up speed as that was your only option at the time.As you are aware we have three packages available at this time (with the disclaimer that all customers will not qualify for all packages, based on their location and the equipment in place):1M X 256K3M X 256k5M X 512kWe have taken measures to improve our service where possible, but due to you not having line of site to our Access Point, we have nothing available to increase your bandwidth speedOur suggestion would be that you drop down to the 1M X 256K package if 1M is all the download speed your speed test registersThis would provide you with the same bandwidth for half the cost, based on the speeds reported by Alix to the Revdex.com.If you wish to change your package, please call Gina at our office to make the change.Sincerely,*** ***, President

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