Our customer signed up with us for service in on a 1.5Mbpsx384Kbps speed planWe received a request from our customer on 07/21/to increase their plan to the next speed upWe did so that day, setting them up on the 3Mbpsx768Kbps planWe received a phone call on 07/28/from our customer experiencing issues streaming videoWe discussed with our customer that our new Freedom equipment upgrade (which has been designed with video streaming capability) was not available in their area yet as the tower had not been upgradedThe existing equipment was not designed for streamingWe offered to revert our customer back to their original speed planOur customer declined, saying his wife would need to call in for thatour customer did say they were thinking about canceling service and so we discussed the cancellation procedures with themWe received a call on 11/25/from our customer who was experiencing streaming issuesOur tech tried to get some information on what video/device they were trying to use, but couldn't get any further information from himOur customer's stats were excellent and improved still after we rebooted their equipment remotelyWe would very much like to work with our customer to get some specifics to diagnose their service issuesThe equipment and plan they are on do not support video streaming, but we have many customers on this equipment who are able to do soWe are doing everything in our power to complete the tower upgrade so that we can offer the new Freedom in our customer's areaWe will contact our customer and try to resolve this in a manner that is mutually agreeable
Our customer was originally on a 1.5Mbps by 384Kbps plan for $a monthThis was increased at the customers request on 7/21/to a 3Mbps by 768Kbps plan for $a monthThe attachment is a snapshot of the speed settings for our customerThe settings show a 3Mbps download and 800Kbps uploadOur speeds are defined in our contract as: "THROUGHPUT RATESProvider does not guarantee that Customer will obtain the Maximum Throughput Rate for the Services at any given time or on a continuous basisThe Throughput Rate experienced at any time will be affected by a numberof factors, including the nature of the Internet and its protocols, our facilities, the bandwidth Provider devotes to carriage of protocol and network information, the condition and configuration of our Equipment or CustomerOwnedEquipment at Customer’s location, whether Customer uses an in-home network (which can significantly limit the Throughput Rate obtained by devices attached to it), Provider’s use of Network ManagementTools, data volume and congestion on Provider’s network and the Internet, the time of day Customer is using the Services, the performance of the website servers Customer attempts to access, and the priority, if any, Providergives to business subscribers’ data traffic and specialized services Provider delivers using Provider’s equipment."This was a speed increase on the same equipment with the same streaming limitations and not an upgrade to our new Freedom equipment which has been designed for HD streaming capabilitiesWe were not able to upgrade the tower that services our customer to our Freeedom equipmentWe have purchased land and are in process of building a replacement which we will have ownership ofWe anticipate completion of this tower in the next few months as the base foundation has already been completedWe want to work with our customer and will either let them out of their contract with us or work with them to get them a free upgrade to our new equipment as soon as the tower is complete
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 Bertram Wireless, by not disputing my complaint, has acknowledged that all information stated is 100% trueTherefore, with the documentation, or the lack of, that Bertram has given to me I see no reason to pay their collection agency anything as I was never delinquent in payingAlso I see no reason to pay Bertram for any cancellation fees since they have waived fees for other long time customers that filed complaints with the Revdex.comI will however give Bertram another chance to accept the same fair offer that I presented in my complaint one and one half years ago that Bertram declinedI am still willing to pay $for the day notice plus the $for the service call to try and align the receiverThis offer is good for the standard days that the Revdex.com has for a responseBertram must accept this offer through the Revdex.com response system, I will then send them a checkI will not accept any phone or mail responses from Bertram or their collection agencyDone, [redacted] ***
Our customer signed up with us for service in on a 1.5Mbpsx384Kbps speed planWe received a request from our customer on 07/21/to increase their plan to the next speed upWe did so that day, setting them up on the 3Mbpsx768Kbps planWe received a phone call on 07/28/from our customer experiencing issues streaming videoWe discussed with our customer that our new Freedom equipment upgrade (which has been designed with video streaming capability) was not available in their area yet as the tower had not been upgradedThe existing equipment was not designed for streamingWe offered to revert our customer back to their original speed planOur customer declined, saying his wife would need to call in for thatour customer did say they were thinking about canceling service and so we discussed the cancellation procedures with themWe received a call on 11/25/from our customer who was experiencing streaming issuesOur tech tried to get some information on what video/device they were trying to use, but couldn't get any further information from himOur customer's stats were excellent and improved still after we rebooted their equipment remotelyWe would very much like to work with our customer to get some specifics to diagnose their service issuesThe equipment and plan they are on do not support video streaming, but we have many customers on this equipment who are able to do soWe are doing everything in our power to complete the tower upgrade so that we can offer the new Freedom in our customer's areaWe will contact our customer and try to resolve this in a manner that is mutually agreeable
Our customer was originally on a 1.5Mbps by 384Kbps plan for $a monthThis was increased at the customers request on 7/21/to a 3Mbps by 768Kbps plan for $a monthThe attachment is a snapshot of the speed settings for our customerThe settings show a 3Mbps download and 800Kbps uploadOur speeds are defined in our contract as: "THROUGHPUT RATESProvider does not guarantee that Customer will obtain the Maximum Throughput Rate for the Services at any given time or on a continuous basisThe Throughput Rate experienced at any time will be affected by a numberof factors, including the nature of the Internet and its protocols, our facilities, the bandwidth Provider devotes to carriage of protocol and network information, the condition and configuration of our Equipment or CustomerOwnedEquipment at Customer’s location, whether Customer uses an in-home network (which can significantly limit the Throughput Rate obtained by devices attached to it), Provider’s use of Network ManagementTools, data volume and congestion on Provider’s network and the Internet, the time of day Customer is using the Services, the performance of the website servers Customer attempts to access, and the priority, if any, Providergives to business subscribers’ data traffic and specialized services Provider delivers using Provider’s equipment."This was a speed increase on the same equipment with the same streaming limitations and not an upgrade to our new Freedom equipment which has been designed for HD streaming capabilitiesWe were not able to upgrade the tower that services our customer to our Freeedom equipmentWe have purchased land and are in process of building a replacement which we will have ownership ofWe anticipate completion of this tower in the next few months as the base foundation has already been completedWe want to work with our customer and will either let them out of their contract with us or work with them to get them a free upgrade to our new equipment as soon as the tower is complete
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 Bertram Wireless, by not disputing my complaint, has acknowledged that all information stated is 100% trueTherefore, with the documentation, or the lack of, that Bertram has given to me I see no reason to pay their collection agency anything as I was never delinquent in payingAlso I see no reason to pay Bertram for any cancellation fees since they have waived fees for other long time customers that filed complaints with the Revdex.comI will however give Bertram another chance to accept the same fair offer that I presented in my complaint one and one half years ago that Bertram declinedI am still willing to pay $for the day notice plus the $for the service call to try and align the receiverThis offer is good for the standard days that the Revdex.com has for a responseBertram must accept this offer through the Revdex.com response system, I will then send them a checkI will not accept any phone or mail responses from Bertram or their collection agencyDone, [redacted] ***