Shaw GMC Chevrolet Buick Limited Partnership

We are currently working with this consumer to come up with a resolution

Initial Business Response /* (1000, 5, 2015/09/22) */
Net Vision Communications, LLC is not the Internet Service Provider to *** *** ApartmentsThe Internet is provided by *** We are contracted with *** to provide onsite Network Management for the property
In regards to the upgrade
pricing and feesNet Vision does not charge the residents for any additional internet speedsThe pricing structure and charging of the residents comes from the property management and Net Vision only makes adjustments to the speeds upon requests from the property management through guidelines established in our Network Management contract (NMC)
In regards to brands of routers neededNet Vision does not require the resident to purchase a Net Vision routerWe service all *** properties and by far the majority of residents use routers of their choosingAs a convenience to the residents, we do offer a routerWe charge the resident for this router which includes setting the router up for themThis service is not included in the NMCIn most cases, issues with speeds and reliability are associated with the setup of the routerUnder the NMC, residents do not pay Net Vision for service calls relating to the deliverance of the Internet signal to their apartmentHowever, it is not in our agreement to work on residents' equipment and consequently we do charge the resident a very reasonable fee if they would like us to set up their routerSince the resident stated that a direct connection to the internet in their apartment worked when they bypassed their router, most likely then the issue is with the router or router setup itself
In regards to Net Vision throttling speedsAgain, Net Vision does not currently supply the property with Internet and does not have control over the amount of bandwidth needed to make the property's Internet work accordingly with the demand that is placed upon it at peak timesWe continually work with *** to improve the Internet service at all *** propertiesSince the Internet is provided by *** at any time the resident has the option of getting a personal *** account
In regards to the resident not able to contact Net VisionWith the management of over apartment units in Springfield, at times we receive an increased level of callsOne such period of time is during the week prior and weeks after the colleges and universities in town start classesThis time is usually the last weeks of AugustIf a resident cannot reach us by phone, the system prompts them to leave a voicemailNet Vision strives to call back every resident in a timely matterOn Sunday, August at 6:pm our phone system received a call from a resident stating he was in this unitHowever, the resident did not leave a callback number and the call was blocked leaving no number on our serverThe internal ticket was left open for days while waiting for the resident to call back

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 for the time being. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2016/07/14) */
Net Vision Communications staff continuously work to give the best service possible to the residents of The [redacted] Our contracted agreement with The [redacted] Company is for management of the Internet service at their properties. We are...

also the Internet Service Provider to [redacted] Landing because we broadcast the Internet signal from another one of [redacted] properties a mile away via a radio link. From time to time there are signal and power outages that are beyond our control. The outage that occurred on the weekend stated was an issue with a loss of power to the offsite equipment for the link to [redacted] Landing. Without access to the equipment until Tuesday morning because of the holiday, we were unable to correct the issue in a timely manner and regret that the property was down for longer than is acceptable by Net Vision standards. If [redacted] Landing had its own dedicated Internet service to the property, we could have avoided this outage and others that frequently affect the property. When the property went to the 100 Mbps per unit a year ago, it was this link between properties that caused some residents to experience what appeared to be throttled speeds. When the issue was discovered last year, the link was upgraded and the Internet has since maintained the up to 100 Mbps speed contracted to the property management company.
In regards to compensation for the use of mobile data. Net Vision does not reimburse for data used by a resident at a property which we manage the Internet. There are other alternatives for free Internet and at no time do we recommend or require residents to use their mobile data during outages. We will however reimburse the resident for the 3 days her internet was not working at [redacted] Landing from the compensation we received from The [redacted] Company for Internet and management services. That refund totals $2.43. Any additional refund the customer would like would need to come from the [redacted]
With the management of the Internet in thousands of apartment units in and around the Springfield area, from time to time, Net Vision does experience a high rate of calls. We have staff that are answering calls during normal business hours, evenings and weekends. We also have technicians monitoring all properties 24/7. Because the call was not answered or not returned during the weekend did not mean that technical staff was not working on a resolution to the problem. We feel focusing our resources on fixing the known issue first then contacting residents to verify connectivity is the appropriate course of action to restore service as quickly as possible. Net Vision highly recommends to the residents to leave a complete message if the call is answered by our automated system. The residents can be assured that any issues or outages with the Internet service is detected at the initial time of the occurrence and we are working to resolve it as quickly as possible.