Sierra Telephone Company, Inc.

Initial Business Response /* (1000, 5, 2015/11/18) */
This response is on behalf of Sierra Telephone, as well as our affiliate company, Sierra Tel InternetCollectively, we are Sierra Tel
On October 28, 2015, Sierra Tel Internet experienced a service outage that disrupted broadband Internet
connectivity in the Sierra Telephone serving area, including at the address referenced in the complaintThe connectivity loss was unexpected, not planned as was stated in this complaint
Due to the nature of Internet service provider connectivity, Sierra Tel Internet does not (and cannot) warranty that Internet services will remain uninterruptedLegal terms of service are posted and have been provided to customers at the time of signupThey may be found online at https://www.sierratel.com/terms-of-use/We have included the specific section pertaining to the complaint below
NO WARRANTIES
YOU UNDERSTAND THAT YOU ARE SOLELY RESPONSIBLE FOR ANY DAMAGE TO YOUR COMPUTER SYSTEM OR LOSS OF DATA THAT RESULTS FROM ANY MATERIAL DOWNLOADED FROM OR OTHERWISE PROVIDED THROUGH THE SITESIERRA TEL HEREBY DISCLAIMS ALL WARRANTIESSIERRA TEL IS MAKING THE SITE AVAILABLE "AS IS" WITHOUT WARRANTY OF ANY KINDYOU ASSUME THE RISK OF ANY AND ALL DAMAGE OR LOSS FROM USE OF, OR INABILITY TO USE, THE SITE OR THE SERVICETO THE MAXIMUM EXTENT PERMITTED BY LAW, SIERRA TEL EXPRESSLY DISCLAIMS ANY AND ALL WARRANTIES, EXPRESS OR IMPLIED, REGARDING THE SITE OR THE SERVICE, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENTSIERRA TEL DOES NOT WARRANT THAT THE SITE OR THE SERVICE IS FREE OF INFECTION OR VIRUSES, WORMS, TROJAN HORSES OR OTHER HARMFUL COMPONENTS THAT MAY CONTAMINATE OR DESTROY PROPERTIESSIMILARLY, SIERRA TEL IS NOT RESPONSIBLE FOR ANY TYPOGRAPHICAL ERROR OR OMISSION RELATING TO PRICING OR PICTURESFINALLY, SIERRA TEL DOES NOT WARRANT THAT THE SITE OR THE SERVICE WILL MEET YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SITE OR THE SERVICE WILL BE UNINTERRUPTED OR ERROR-FREE
The individual who filed this complaint does not own an account, nor are they authorized to access information related to services provided at the address recorded on this complaintDue to Customer Proprietary Network Information (CPNI) rules, all discussion regarding any compensation or credit for disputed service(s) must be handled with the account owner or a designated authorized individual
Sierra Tel would like the complainant to know that we wish to attempt to preserve a positive business relationship with all customersIf the complainant will be fielding the complaint on behalf of the account owner, the account owner will need to contact Sierra Tel to designate an authorized individual for specific account discussion
We will be glad to further discuss this with the account holder or authorized partySierra Tel Customer Care Management is available Monday through Friday, 8:AM to 6:PM at XXX-XXX-XXXX, XXX-XXX-XXXX, or toll free at X-XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/05/26) */
Contact Name and Title: *** *** CC Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@stcg.net
This response is on behalf of Sierra Telephone, as well as our affiliate companies, Sierra Television and Sierra Tel Internet
Collectively, we are Sierra Tel
On January 9, the customer signed and entered into a two year agreement for television service through Sierra TelevisionWithin their signed agreement, under the section of Wiring Options, the customer elected to forego all installation charges including any equipment and wiring by committing to a two year subscription to television serviceThe referenced section states:
"Sierra Tel will install inside wiring and other materials on the Customer's property as may be necessary to deliver video service for up to two televisions at no charge when customer agrees to a two year service commitmentEarly termination fees (equaling the prorated balance of the remaining commitment term) apply for early cancellationAll wiring and other installation materials remain the property of SIERRA TELevision."
The customer was additionally advised of their cancellation right under the preceding section called AgreementThe referenced section states:
Cancellation Right (if signed at Customer's home)YOU, THE CUSTOMER, MAY CANCEL THIS AGREEMENT/TRANSACTION AT ANY TIME PRIOR TO MIDNIGHT OF THE THIRD BUSINESS DAY AFTER THE DATE OF THIS AGREEMENT/TRANSACTIONSEE EXHIBIT 1, NOTICE OF CANCELLATION, FOR AN EXPLANATION OF THIS RIGHT
The customer also initialed and was furnished a copy of Exhibit stating that they had days from the date of actual service installation to cancel their television service before the agreement period was initiatedOur channel lineup is openly published and was also provided to the customer at the time of signupThe customer was provided ample opportunity to review Sierra Television's channel availability prior to committing to the installation of their service
Under the terms of the signed agreement, if the customer chose to cancel Sierra Television service today, they would be responsible for paying the prorated balance for the remaining commitment term of months and days
In order to recover our incurred installation costs and to try to preserve a positive relationship with our customer we propose to alter the original chosen agreement selectionIf the customer agrees to this concession, we will treat their original agreement selection as if they had opted to pay for their installation costs at the time of the installation of serviceUnder the new terms, the customer would only be responsible for paying a one-time charge of $per television installation (up to two televisions maximum)
According to the customer's Internet contact records, on March 2, we resolved a wireless home network connectivity issueWe have no records indicating we received further reports of Internet service problems
The customer's current complaint regarding the quality of their Internet service is based on an inability to receive a wireless signal from the wireless enabled DSL router at all locations of their residenceThe complaint is in regard to limitations of the technology and the deployment location of the wireless device, and it is not related to the quality of Internet service our company is providingThe customer's Internet service connection log files indicate they have maintained consistent uninterrupted connectivity to our Internet service gateway
Due to the nature of this Internet complaint our Customer Care support phone staff is limited in what help they are able to provideAt the customer's convenience, we would be glad to provide assistance to help them locate a home networking contractor or a specialist who can assist them with building a wireless home network that would better meet their needs