Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Complaint: ***I am rejecting this response because:
the failure on the part of the company to supply thier technicians who also installed the equipment nessasry ladders etcSeems to be neglect and failure on the company's part and should not be the responsibility of a customer to pay for the lack of knowledge on how to complete thier jobWhen the installers came out the first time they had no problem with the ladder which was in the trucjIn addition when speaking to the CSR yesterday they stated that the technician was refused access which I informed them was untrueThis company seems to be providing frualant information to the BBQ as well as thier customers.Sincerely,*** ***
As we stated in our initial response, our standard procedure is to send an email and/ or direct mail flyer stating changes to our package pricing. We also have radio ads and update our prices and promotions on our website. In a continuing effort to provide the best quality customer service, we strive to keep our current customers updated on our current packages but do not push or require they sign new agreements or change their current package. We always offer our current customers the same promotions and guidelines as our new customers once they have finished their agreed term. As we have all different types of ways for customers to see our updated prices, we will not be able to issue a credit to your account.
Revdex.com:
I will agree to the conditions that Safelink cancel my account effective Feb 11th, 2016 as they stated. Based on their statements and invoices, they have continued to bill me monthly form several months after that. This will credit over $469 dollars to my account. In addition I will call the customer service department to pick up the equipment again. This will credit $243.80 to my account. If this is not resolved I will again, contact the attorney generals office for false billing.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me under the conditions stated above. Sincerely, [redacted]
Thank you for the opportunity to address this complaint. We looked into the issues the customer was experiencing. It looks from the notes on the account the customer only called and reported a problem on November
7th and November 9th. We did send a technician to their home and got the problem they...
reported fixed. The customer reported they were happy with our service. They called later in the evening on November 9th and
was told the tower had an issue with slow internet at that time. When our level 2 technicians dug into this issue today, it looked like there was an issue on the sector this customer was connected to that was having
packet loss. It looks like this issue was corrected 4 days ago. We can issue a credit to the customer’s account for October 22nd through December 22nd for the issues they were experiencing. As we stated before, the
issues were fixed, and the customer should be able to run on the 10X2 plan. It looks as if the account is in a delinquent status, which cuts off the internet until the billing is up to date or the customer calls to make
arrangements on the account.
We are training a few new people in our company and if the call was disconnected, we certainly apologize and will definitely look into who that was, and correct it immediately. Safelink Internet strives to provide well
trained, professional support personnel, for all services performed. If you didn’t feel you received this level of service, then you surely didn’t have a typical Safelink Internet experience and for that we apologize. We
value all our customers and do not want to lose any. The customer can call and speak with the billing manager about getting a credit issued to their account and getting the services restored. We would love to make this
right for the customer and provide them with the services they signed up for.
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 me.
Sincerely,
[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.This message is in response to the business's reply to my complaint. To date I have contacted their technical support department yet again, and have found out that the appointment that they had moved from the 21st of July to the 27th (without my knowledge, I might add) had been canceled, again, without my knowledge. I was told that now there is no timeframe on when the only tower that I can connect to will be upgraded, when I was told approximately 30 days ago that this tower would be upgraded, and my system would be upgraded, by the 21st of this month. This has not happened, and as stated above, there is no timeframe on when the company actually plans on upgrading the tower. In regards to the service that I am supposed to be receiving, I am not getting anything close to that, and while they have pro-rated the bill it is not, in any way, what I agreed to and has actually gotten worse. My view is that this company is only interested in gaining new customers, and not providing proper service to their current clientele. This has been made apparent to me based on the rather long wait times with tech support, and with the lack of communication to their current customers on problems or upgrades that need to be done to their systems. This is not the service that I signed up with them for, and I expect them to either provide the service I was promised, adjustment of my bill for the ENTIRE duration that this problem exists, or paying for my initial costs for another company to provide the service that I agreed with from Safelink.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: This is ** as you all at SafeLink Knew [redacted] well for over the last two or three years your service to our area was and is sub standard . One month refund is a [redacted] JOKE
Sincerely,
[redacted] [redacted]
Complaint: [redacted]I am rejecting this response because:at the time we signed up for service we were told they are a no contract company... Clearly they are as their response indicates. I can't help.the issue that their staff doesnt know what they are telling people. If they reqd all.of the records in association with my account they would see how horrible our service was, not just for the two months they credited. Sincerely,[redacted]
Thank you for the opportunity to address this complaint. This customer has been with us since March 2016. He is on a 4X1 plan. We are actively upgrading multiple towers because customers’ needs and wants have
increased in the last year. We do expect the tower he is receiving his service from to be...
upgraded in the near future. After the tower is upgraded we expect the problem he is facing to be fully resolved. It does look like
he is using quite a bit of data on the account, however, we understand his frustration and did credit his account on July 20th, for a 2-month service issue credit. If he feels he would like to cancel his services, we will let
him out of his commitment without holding him to pay for the remaining 7 months. We do ask he pays back the cost of the install that we waived for him agreeing to stay with us for a year. This only pays for the install
not the services. There is the service issue credit on the account so it will cover the cost of the install and he will not owe us anything. In fact, there would be a portion of the credit refunded to the customer after the
cost of install is paid.
I personally spoke with this customer and do remember chuckling and saying “seriously”, however I was meaning that he did what we asked and it still didn’t help his internet. The meaning I was trying to get across
was that is what we thought the issue was and it didn’t help. I was in no way laughing at the customer. If it came across that way I do personally and sincerely apologize. Additionally, Safelink Internet strives to provide
well trained, professional technical support personnel and field technicians for all services performed. If the customer didn’t feel he received this level of service, then he surely didn’t have a typical Safelink Internet
experience and for that we apologize.
Thank you for the opportunity to address your concerns. We are constantly upgrading our towers as our customer’s Internet needs and wants increase. We do expect the tower you are receiving your service from to be upgraded in the near future. After the tower is upgraded we expect the...
problem you are facing to be fully resolved. We did try to come out and move you to a different tower but unfortunately, we were unable to see any other tower from your location. We have absolutely no problem letting you out of your commitment with out any early termination fees, if you so choose. Additionally, Safelink Internet strives to provide well trained, professional technical support personnel and field technicians for all services performed. If you didn’t feel you received this level of
service, then you surely didn’t have a typical Safelink Internet experience, and for that we apologize.
Revdex.com:If the business looks at my account they will see we have had MAJOR ISSUES last and this month with numerous calls to technical support. I am accepting their response only because they will not do anything about their lack of service and I'd like to be done with this company at this point. They are not about the customer, only about making money. Good riddance, and thank goodness their is another internet company who can service us without constant issues and blaming the customer.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: Please see attached documentation attached. As you can see there are emails attached from Safelink showing the amount of Internet I used, because it was not fixed. They continued to bill me up into June which means they were billing me even after they knew I did not have Internet access. The technician never called me to schedule an appointment to have it repaired even after multiple calls to get help. If I was really cancelled in February I would not have this big of a bill. There are also letters attached from the Attorney generals office showing they would never reply.
The kid that called to collect equipment wanted to come on a day when I was not home. I told him to come back the following Friday. He never showed up or called. It is apparent by the attached documentation who is the honest party.
Safelink needs to cancel by bill back to December since I had not service all the way back then. In addition, they can call me to set up a time to get the equipment. I will not have any one on my roof when I'm not home. Especially a company who refused to be honest.
Sincerely,[redacted]
Thank you for the opportunity to address these concerns. From my understanding this customer has been given the IP he needs to VPN in and also issued an $80 credit to his account. If there are further issues we urge him to contact us at 208-677-8000.
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 repeat what I stated earlier, Safelink Internet Services did not contact me directly either by EMail or by US postal service or by phone. I believe this is an intentional policy decision on their part, to avoid directly contacting existing customers, when the terms of new or revised service agreements might result in saving their existing customers some money (and thereby reducing the income to Safelink). They continue to make general statements in their responses to my complaint, to the effect that they notify their customers by various means including radio advertisements and notices on their website, and they also mention in the same breath contact made by Email or postal service but I am telling you that they do not contact existing customers directly with such notifications. I insist that Safelink is obligated to advise me and their other existing customers directly when Safelink makes changes in the terms of their services that might be beneficial to us. Safelink for sure would tell us when they make a change that would increase our cost of service. Why not similarly when they make changes that decrease our cost of service. I repeat my claim for a credit to my account.
Regards,
[redacted]
Thank you for the opportunity to address this complaint. The account I found for this customer was sent a cancellation letter in June. The account was canceled. There are no notes on the account as to the customer having problems until the cancellation email. We went back and found a couple...
complaints in Facebook. The requests state that each time a lead either emailed back or contacted the customer. We would have loved the chance to trouble shoot with the customer. Where we do not have documentation of the issues, other than the few on Facebook, and the customer is no longer active, we will be unable to correct the issues due to them not being a customer any longer and not having any equipment at the location. If there is a current account, we would be happy to look into it and correct any issues they may have.
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 me. Safelink Internet has refunded 3 months of service, and will charge until their connectivity issues are resolved in...
I am being charged a large amount for internet service and they have me on a condemned cell towerI should get a refund for the months of service they have not provided properly. November 2016 to now.
Thank you for the opportunity to address this complaint. The customer had contacted us with issues. It seems in the majority of the calls her issues were either fixed during the phone call or that same day. On 1/23/17 we have a call log stating that the customer told one of our technicians that her internet was working amazing now compared to before and that she was very happy. The next time we heard from the customer was 2/1/17 and the tower was down but was back up that same day. On 2/3/17 the customer talked to billing and wanted to cancel the services. We attempted to get a tech out to help her but the customer hung up on the representative. We tried to contact the customer on 2/8/17 and again on 2/10/17 to follow up to see how her services were. We left a voicemail each time and didn’t hear back from the customer until 2/13/17 when she called to cancel. We have attempted to get another tech to her location to see what is wrong because last we heard everything was working amazing. The customer has not allowed us to get a tech out or do anything else to resolve the issues. We would love to get this customer taken care of and keep her as a customer. We are more than willing to send a tech to her location to get her issues resolved. As stated above the customer told us the issues were resolved, if we had have known there were still ongoing issues, we could have helped sooner. This customer has cancelled her account. We will let her out of her 1 year commitment and not hold her to paying for the remaining 6 months of her commitment due to the issues she had, however we do ask she pay only for the cost of the install that we waived in exchange for keeping her services for 1 year.
Thank you for the opportunity to address the complaint. I went back through the notes on the account and it looks like the customer called us on April 8th 2016 and told us he was experiencing internet that was dropping. We did a few troubleshooting steps with the customer and saw his radio was up...
with a good signal. He said he thought the Power Over Ethernet (POE) box was old. His radio dropped while we were on the phone with him so we power cycled a few times and couldn’t get his radio back up. We scheduled a trouble call and saw that after we got off the phone with the customer the radio was back on and didn’t drop after that. We called the customer back to let him know we could get a tech out there that day, but since his equipment was up and not dropping it could be billable if it was an issue with his customer owned router. We got the tech out to the customer’s house that day. The tech checked everything and said it all checked out fine and he didn’t see any issues. He replaced the POE with a new one per the customer’s request. We didn’t hear about any further issues from the customer until about a month later. On May 5th the customer called in with no internet. We were having an issue with our Backhaul at that time and informed him that it would be fixed shortly. We fixed the Backhaul issue that day. On May 6th he called back and said he was still down. Customer refused to trouble shoot with our tech and said he would cancel if we didn’t fix it. Without trouble shooting, we had no way of telling if it was the customer’s router causing the issues or our equipment. On May 20th the customer said he would not pay because the service was not good. The customer wouldn’t give us a chance to trouble shoot to see if it was our equipment. Everything we could test, without him troubleshooting, looked fine. The customer cancelled his services that day. Furthermore, our terms and conditions are located on our website and he was told where he could find them when he signed his 2 year commitment. He was charged the $127.88 for ending the contract early, which he agreed to pay if he terminated the commitment early. This only pays for the cost of the install we waived when he signed the commitment, not for the internet service itself. Without the customer taking the time to trouble shoot his router with us we were unable to determine the issues and resolve them. As per the contract that was signed the promotion for a free install was reversed because he ended the contract early. We regret to inform this customer that we will not be able to issue a credit to his account.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Complaint: ***I am rejecting this response because:
the failure on the part of the company to supply thier technicians who also installed the equipment nessasry ladders etcSeems to be neglect and failure on the company's part and should not be the responsibility of a customer to pay for the lack of knowledge on how to complete thier jobWhen the installers came out the first time they had no problem with the ladder which was in the trucjIn addition when speaking to the CSR yesterday they stated that the technician was refused access which I informed them was untrueThis company seems to be providing frualant information to the BBQ as well as thier customers.Sincerely,*** ***
As we stated in our initial response, our standard procedure is to send an email and/ or direct mail flyer stating changes to our package pricing. We also have radio ads and update our prices and promotions on our website. In a continuing effort to provide the best quality customer service, we strive to keep our current customers updated on our current packages but do not push or require they sign new agreements or change their current package. We always offer our current customers the same promotions and guidelines as our new customers once they have finished their agreed term. As we have all different types of ways for customers to see our updated prices, we will not be able to issue a credit to your account.
Revdex.com:
I will agree to the conditions that Safelink cancel my account effective Feb 11th, 2016 as they stated. Based on their statements and invoices, they have continued to bill me monthly form several months after that. This will credit over $469 dollars to my account. In addition I will call the customer service department to pick up the equipment again. This will credit $243.80 to my account. If this is not resolved I will again, contact the attorney generals office for false billing.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me under the conditions stated above. Sincerely, [redacted]
Thank you for the opportunity to address this complaint. We looked into the issues the customer was experiencing. It looks from the notes on the account the customer only called and reported a problem on November
7th and November 9th. We did send a technician to their home and got the problem they...
reported fixed. The customer reported they were happy with our service. They called later in the evening on November 9th and
was told the tower had an issue with slow internet at that time. When our level 2 technicians dug into this issue today, it looked like there was an issue on the sector this customer was connected to that was having
packet loss. It looks like this issue was corrected 4 days ago. We can issue a credit to the customer’s account for October 22nd through December 22nd for the issues they were experiencing. As we stated before, the
issues were fixed, and the customer should be able to run on the 10X2 plan. It looks as if the account is in a delinquent status, which cuts off the internet until the billing is up to date or the customer calls to make
arrangements on the account.
We are training a few new people in our company and if the call was disconnected, we certainly apologize and will definitely look into who that was, and correct it immediately. Safelink Internet strives to provide well
trained, professional support personnel, for all services performed. If you didn’t feel you received this level of service, then you surely didn’t have a typical Safelink Internet experience and for that we apologize. We
value all our customers and do not want to lose any. The customer can call and speak with the billing manager about getting a credit issued to their account and getting the services restored. We would love to make this
right for the customer and provide them with the services they signed up for.
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 me.
Sincerely,
[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.This message is in response to the business's reply to my complaint. To date I have contacted their technical support department yet again, and have found out that the appointment that they had moved from the 21st of July to the 27th (without my knowledge, I might add) had been canceled, again, without my knowledge. I was told that now there is no timeframe on when the only tower that I can connect to will be upgraded, when I was told approximately 30 days ago that this tower would be upgraded, and my system would be upgraded, by the 21st of this month. This has not happened, and as stated above, there is no timeframe on when the company actually plans on upgrading the tower. In regards to the service that I am supposed to be receiving, I am not getting anything close to that, and while they have pro-rated the bill it is not, in any way, what I agreed to and has actually gotten worse. My view is that this company is only interested in gaining new customers, and not providing proper service to their current clientele. This has been made apparent to me based on the rather long wait times with tech support, and with the lack of communication to their current customers on problems or upgrades that need to be done to their systems. This is not the service that I signed up with them for, and I expect them to either provide the service I was promised, adjustment of my bill for the ENTIRE duration that this problem exists, or paying for my initial costs for another company to provide the service that I agreed with from Safelink.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: This is ** as you all at SafeLink Knew [redacted] well for over the last two or three years your service to our area was and is sub standard . One month refund is a [redacted] JOKE
Sincerely,
[redacted] [redacted]
Complaint: [redacted]I am rejecting this response because:at the time we signed up for service we were told they are a no contract company... Clearly they are as their response indicates. I can't help.the issue that their staff doesnt know what they are telling people. If they reqd all.of the records in association with my account they would see how horrible our service was, not just for the two months they credited. Sincerely,[redacted]
Thank you for the opportunity to address this complaint. This customer has been with us since March 2016. He is on a 4X1 plan. We are actively upgrading multiple towers because customers’ needs and wants have
increased in the last year. We do expect the tower he is receiving his service from to be...
upgraded in the near future. After the tower is upgraded we expect the problem he is facing to be fully resolved. It does look like
he is using quite a bit of data on the account, however, we understand his frustration and did credit his account on July 20th, for a 2-month service issue credit. If he feels he would like to cancel his services, we will let
him out of his commitment without holding him to pay for the remaining 7 months. We do ask he pays back the cost of the install that we waived for him agreeing to stay with us for a year. This only pays for the install
not the services. There is the service issue credit on the account so it will cover the cost of the install and he will not owe us anything. In fact, there would be a portion of the credit refunded to the customer after the
cost of install is paid.
I personally spoke with this customer and do remember chuckling and saying “seriously”, however I was meaning that he did what we asked and it still didn’t help his internet. The meaning I was trying to get across
was that is what we thought the issue was and it didn’t help. I was in no way laughing at the customer. If it came across that way I do personally and sincerely apologize. Additionally, Safelink Internet strives to provide
well trained, professional technical support personnel and field technicians for all services performed. If the customer didn’t feel he received this level of service, then he surely didn’t have a typical Safelink Internet
experience and for that we apologize.
Thank you for the opportunity to address your concerns. We are constantly upgrading our towers as our customer’s Internet needs and wants increase. We do expect the tower you are receiving your service from to be upgraded in the near future. After the tower is upgraded we expect the...
problem you are facing to be fully resolved. We did try to come out and move you to a different tower but unfortunately, we were unable to see any other tower from your location. We have absolutely no problem letting you out of your commitment with out any early termination fees, if you so choose. Additionally, Safelink Internet strives to provide well trained, professional technical support personnel and field technicians for all services performed. If you didn’t feel you received this level of
service, then you surely didn’t have a typical Safelink Internet experience, and for that we apologize.
Revdex.com:If the business looks at my account they will see we have had MAJOR ISSUES last and this month with numerous calls to technical support. I am accepting their response only because they will not do anything about their lack of service and I'd like to be done with this company at this point. They are not about the customer, only about making money. Good riddance, and thank goodness their is another internet company who can service us without constant issues and blaming the customer.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: Please see attached documentation attached. As you can see there are emails attached from Safelink showing the amount of Internet I used, because it was not fixed. They continued to bill me up into June which means they were billing me even after they knew I did not have Internet access. The technician never called me to schedule an appointment to have it repaired even after multiple calls to get help. If I was really cancelled in February I would not have this big of a bill. There are also letters attached from the Attorney generals office showing they would never reply.
The kid that called to collect equipment wanted to come on a day when I was not home. I told him to come back the following Friday. He never showed up or called. It is apparent by the attached documentation who is the honest party.
Safelink needs to cancel by bill back to December since I had not service all the way back then. In addition, they can call me to set up a time to get the equipment. I will not have any one on my roof when I'm not home. Especially a company who refused to be honest.
Sincerely,[redacted]
Thank you for the opportunity to address these concerns. From my understanding this customer has been given the IP he needs to VPN in and also issued an $80 credit to his account. If there are further issues we urge him to contact us at 208-677-8000.
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 repeat what I stated earlier, Safelink Internet Services did not contact me directly either by EMail or by US postal service or by phone. I believe this is an intentional policy decision on their part, to avoid directly contacting existing customers, when the terms of new or revised service agreements might result in saving their existing customers some money (and thereby reducing the income to Safelink). They continue to make general statements in their responses to my complaint, to the effect that they notify their customers by various means including radio advertisements and notices on their website, and they also mention in the same breath contact made by Email or postal service but I am telling you that they do not contact existing customers directly with such notifications. I insist that Safelink is obligated to advise me and their other existing customers directly when Safelink makes changes in the terms of their services that might be beneficial to us. Safelink for sure would tell us when they make a change that would increase our cost of service. Why not similarly when they make changes that decrease our cost of service. I repeat my claim for a credit to my account.
Regards,
[redacted]
Thank you for the opportunity to address this complaint. The account I found for this customer was sent a cancellation letter in June. The account was canceled. There are no notes on the account as to the customer having problems until the cancellation email. We went back and found a couple...
complaints in Facebook. The requests state that each time a lead either emailed back or contacted the customer. We would have loved the chance to trouble shoot with the customer. Where we do not have documentation of the issues, other than the few on Facebook, and the customer is no longer active, we will be unable to correct the issues due to them not being a customer any longer and not having any equipment at the location. If there is a current account, we would be happy to look into it and correct any issues they may have.
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 me. Safelink Internet has refunded 3 months of service, and will charge until their connectivity issues are resolved in...
our area.
Sincerely,
[redacted]
I am being charged a large amount for internet service and they have me on a condemned cell towerI should get a refund for the months of service they have not provided properly. November 2016 to now.
Thank you for the opportunity to address this complaint. The customer had contacted us with issues. It seems in the majority of the calls her issues were either fixed during the phone call or that same day. On 1/23/17 we have a call log stating that the customer told one of our technicians that her internet was working amazing now compared to before and that she was very happy. The next time we heard from the customer was 2/1/17 and the tower was down but was back up that same day. On 2/3/17 the customer talked to billing and wanted to cancel the services. We attempted to get a tech out to help her but the customer hung up on the representative. We tried to contact the customer on 2/8/17 and again on 2/10/17 to follow up to see how her services were. We left a voicemail each time and didn’t hear back from the customer until 2/13/17 when she called to cancel. We have attempted to get another tech to her location to see what is wrong because last we heard everything was working amazing. The customer has not allowed us to get a tech out or do anything else to resolve the issues. We would love to get this customer taken care of and keep her as a customer. We are more than willing to send a tech to her location to get her issues resolved. As stated above the customer told us the issues were resolved, if we had have known there were still ongoing issues, we could have helped sooner. This customer has cancelled her account. We will let her out of her 1 year commitment and not hold her to paying for the remaining 6 months of her commitment due to the issues she had, however we do ask she pay only for the cost of the install that we waived in exchange for keeping her services for 1 year.
Thank you for the opportunity to address the complaint. I went back through the notes on the account and it looks like the customer called us on April 8th 2016 and told us he was experiencing internet that was dropping. We did a few troubleshooting steps with the customer and saw his radio was up...
with a good signal. He said he thought the Power Over Ethernet (POE) box was old. His radio dropped while we were on the phone with him so we power cycled a few times and couldn’t get his radio back up. We scheduled a trouble call and saw that after we got off the phone with the customer the radio was back on and didn’t drop after that. We called the customer back to let him know we could get a tech out there that day, but since his equipment was up and not dropping it could be billable if it was an issue with his customer owned router. We got the tech out to the customer’s house that day. The tech checked everything and said it all checked out fine and he didn’t see any issues. He replaced the POE with a new one per the customer’s request. We didn’t hear about any further issues from the customer until about a month later. On May 5th the customer called in with no internet. We were having an issue with our Backhaul at that time and informed him that it would be fixed shortly. We fixed the Backhaul issue that day. On May 6th he called back and said he was still down. Customer refused to trouble shoot with our tech and said he would cancel if we didn’t fix it. Without trouble shooting, we had no way of telling if it was the customer’s router causing the issues or our equipment. On May 20th the customer said he would not pay because the service was not good. The customer wouldn’t give us a chance to trouble shoot to see if it was our equipment. Everything we could test, without him troubleshooting, looked fine. The customer cancelled his services that day. Furthermore, our terms and conditions are located on our website and he was told where he could find them when he signed his 2 year commitment. He was charged the $127.88 for ending the contract early, which he agreed to pay if he terminated the commitment early. This only pays for the cost of the install we waived when he signed the commitment, not for the internet service itself. Without the customer taking the time to trouble shoot his router with us we were unable to determine the issues and resolve them. As per the contract that was signed the promotion for a free install was reversed because he ended the contract early. We regret to inform this customer that we will not be able to issue a credit to his account.