SpeedConnect, LLC

Please be advised that the refund was mailed 2/check number *** for $ If you have any further questions, please do not hesitate to contact me

We are reviewing all information and addressing this with our sales and our installation teams in our Idaho market Thank you for bring this to our attention and we apologize for any trouble you have experienced

Please see the attached bill We bill per calendar month and this show packages being removed 6/- 6/due to when he cancelled the account The amount due is the first days of June for internet and VoIP as well as the late fee***Attachments redacted by Revdex.com staf*

This called has cancelled service and the account will be closed as of April since they called mid-month Our automatic system is calling for the past due balance which is owed by the customer Once this is paid, the calls will stop

I reviewed the dates in our database and they are what was reported prior I would need to know where the customer returned the modem to so I can research further

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Please be advised that Mr [redacted] signed January 4, and signed a two year agreement at $29.95/month I do see that the discount was not set up properly for the second year but a call would have taken care of that The only service call I see was referencing his router causing the issues I can credit $toward the $early termination fee which was a result of the discount issue leaving him a remaining balance of $to clear the amount sent to collections

I see a work order is scheduled for todayIf this customer would prefer to cancel service just advise the technician to pull the equipment No early termination fee would apply Please also be advised that we did not install old equipment We use this equipment all the time but we do upgrade technology as new technology is available

Complaint: [redacted] I am rejecting this response because: It is not reasonable for me to have my internet speed throttled if I'm on an unlimited data planIf speed connect really throttled at 8gb a day, then it would be around gbs one could get in february without any drop in speed, I went as high as gbs in february and it was still laggyI went to gbs in march, notice the significant drop in data usage in march? That's when my download speed went below my upload speedHow is that possible to have a faster upload then download? I can only conclude that speed connect's network has so many subscribers in Idaho that they should expand their network to keep up with the demand.Sincerely, [redacted]

Complaint: ***
I am rejecting
this response because: I do not require a month credited to my account, I just recently made a payment on 4/4/17, so I have no problems making paymentsI do however want the promised 6-mbps download speeds so that I may update my applications in a timely matter instead of a gb file taking 3-days to completeOnce I feel my internet connection is no longer being throttled, netflix streaming is watchable without interruption and my online gaming experience becomes playable throughout the whole day again, then I will accept speed connect's responseAfter almost years with speed connect, I would like them to provide what they promised to people like me who live in rural areas that do not have the same ISP options as those who live in urban areas in Idaho.Sincerely,
*** ***

Please be advised that the bill that this customer received is for June service and a late fee. Prior bills were sent and we do send a final prior to submitting to the collection agency as we allow plenty of time to the customer to pay the final bill. This customer has not
been billed for any equipment as our representative had this taken care of in June when the customer called. If you have any further questions or concerns, please let me know

I personally worked with Mr*** when he recently called in to get this matter resolved Upon further review, I do see that he is due a refund for Jan - March will I will process The refund amount will be for $and will be a check mailed directly to him
If you have
any further questions or concerns please let me know
Mary Kay L***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***

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, *** ***

Please be advised the a day credit was issued 2/for the days without service. The credit was $9.32. If you have any further questions, please let me know

Revdex.com:
I have reviewed the response made by the business in reference to *** ** ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.By the time I reviewed the offer, the service technician had already installed the new equipmentHe confirmed the equipment was old and very outdatedHe said it was the only one they had left when we initially installed serviceHe said he had installed service to some other houses in the neighborhood and was very surprised to see we still had the old equipmet on our house when he drove byHe also said that he was surprised to hear that when my husband called the technical department, back in March of 2015, that they did not offer the new equipment thenHe said the timing of our initial installation was bad, because they only had this old equipment left and about a month later, they revived new, updated equipmentAfter my conversation with the technician, he assured me it was now times faster than beforeI think there needs to be some reimbursement for the last year of less than satisfactory serviceWe had made attempts to remedy this situation and have been dismissed repeatedly from your staff
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*** ***

We are reviewing all information and addressing this with our sales and our installation teams in our Idaho market
Thank you for bring this to our attention and we apologize for any trouble you have experienced

Revdex.com:
I have reviewed the response made by the business in reference t* *** ** *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The last response was sent too lateThe technician was scheduled to come out around 1:(which he was right on time) The response was sent just prior to that and I did not have a chance to review it and have him take the equipment off.I have stated before, and I will reiterate it once again, we did call (several times) in regards to the slow and at times, complete lack of serviceWe called the local officeWe spoke to a lady named SummerShe told us to buy a better routerWe did that and it did not workWe were told it was the best it was going to get, hence no additional callsIt is not our fault that we were not transferred to your service or technical departmentJust because we didn't call the correct department, it does not mean we didn't call at allWe don't know the inner workings of your company, so we did not know that we weren't talking to the right department.As far as the old, extremely outdated equipment, you need to talk to the Twin Falls Idaho Speedconnect branch about thatEven the technician said this equipment was extremely outdated and was all they had left when they initially set up serviceI believe he said he would include that information on his reportSomebody failed to provide us with adequate serviceService we were paying for and not receivingWe were mislead when we set up service. I would like the month of January to be reimbursed and I would like a discounted price for the duration of our contractIf you cannot provide that, then we would like to terminate our service without the termination fee
***
*** ***

I am a bit confused, this account is set up for an inactivation June 1, and is noted that there is no Early Termination Fee to be assessed So long as we get our equipment back there will be no further charges

This customer called to cancel December 14, Customer also noted on December 27, they he would bring our modem in the 1st of the year Another call December 29, stating customer is hoping to get his modem to us this weekendThen, December 31, 2016, customer would not give
us the modem because we would not write "paid in full" on his bill as he still owed for the month of December In addition to the December service bill, he has two modems that will be billed at $each if we do not get them back in good/working condition
Please let me know if you need any further information