SpeedConnect, LLC

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
Sincerely,
*** ***

My apologies, a response was sent the same day it was received with the offer for them to terminate their service with no Early Termination Fee. I responded to the initial complaint the day our tech was scheduled and he could have pulled the equipment then. This customer has been using both internet and phone the entire time they have had service with us. In addition, they have only had service calls, the MRC and AOC are automated calls regarding past due balances
I will issues a credit for the month of January for the issues they did have but we recently upgraded our towers and we do this as technologies permits. The new equipment is for our newly launched 4G technology and wasn't available when they were installed
Please let me know if I can provide any further documentation

Please be advised that SpeedConnect as most ISP's offers variable data plans Although Ms*** has not exceeded the 100GB plan per month prior, we have verified all data used during the month of July For both July and August, this customer is streaming protocols amoung other
usage, but the streaming is what is causing extremely high levels of data usage
We offer different service levels based on your usage and this customer is on our 100GB per calendar month plan The data used is over and above the 100GB plan limit We offer unlimited plans which may be better for this customer but as a One Time Courtesy, I am crediting the $charge for July In addition, our customers can track their data usage at our website
I hope that you find this acceptable but if you require additional information, please do not hesitate to contact me

Customer was installed April 28, and there are a few trouble tickets and service calls showing on the account. We will waive the $early termination fee since it would have taken a tripod on the last service call
If you have any further questions, please let me know
Mary
*** L***

I apologize for any delay on my part, this is the first email I've seen.  This customer was installed in January and only has one ticket which was in June.  If he is having issues, we will need him to contact our support department which is open 24/7 and they can trouble shoot then...

schedule a service call if needed.

Upon reviewing the customer's account, I see that there have been multiple tickets open for various issues in the Idaho market.  At this time, I am issuing a month of credit and have opened a ticket with our tech ops team on [redacted] behalf.

Revdex.com:
I have reviewed the response made by the business in reference to [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
After having time to review the offer and discuss this with my husband (who is the primary account holder), we have decided that this offer does not adequately resolve our issue. We don't feel that you have offered any sort of compensation. You have agreed to refund the money that was taken for a service that was never used (initially it was included in the package and we were later charged without consultation from you). We were also offered a downgrade in our package. Neither offer compensated for the inferior service we paid for for a year. We were told we would be compensated for the month of January. Our bill still does not reflect this change.We were told that it wasn't their fault, that they routinely upgrade their equipment and we shouldn't have a complaint since we contined to use their service. We paid for a premium service that we did not get. They knowingly installed outdated equipment (which several different speedconnect employees told us after the fact), yet they charged us the full amount. Even after they received new equipment, they did not contact us or offer to install it prior to us complaining. We would be willing to resolve this dispute if you can offer a discount for the remainder of our contract. If this cannot be resolved, we were told that we can still cancel our contract without the early termination fee. 
[redacted]

According to our Chief Operator Office spoke with [redacted] today and agreed to the following:
[redacted] 
[redacted]
Change her package to $46.95 with no modem rental fee.
Remove VoIP charges, they don’t use it and no voip line on account, and credit $42 for voice service charged over past 6 months
Honor one month credit already offered for Feb services.

This customer happens to have two accounts with us - one that is in collections and this new one that was put in by a sales member but should not have been.  Notes from our retention group state that customer says service is not good but has 85.6GB MTD for November, 167.4GB for October...

and102.62GB for September.  Customer also was offered a 30 day MBG which he did not utilize since he was reactivated May 22, 2015.  We also do not guarantee speeds but do offer the unlimited data which this customer has.  We cannot please every customer but it seems pretty clear that the service is being used based on the data and the customer did not take advantage of the 30 day MBG.  All fees quoted by [redacted] will apply.

Please be advised that the refund was mailed 2/28 check number [redacted] for $86.93.  If you have any further questions, please do not hesitate to contact me.

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: I went into your offices the first week of March and requested cancelation when I turned in the equipment.  I had recently paid EVERYTHING owed on February 25, 2017.  The man said nothing was owed and as far as I am concerned Speed Connect is trying to steal money.  I did not cancel in the middle of the month.  Speed Connect needs to get its facts right  And HARRASSING people who drop you as a provider because of unreliability and horrid service is just vindictive.  If you guys had actually provided the services as promised or at least come to check on the equipment at least ONCE to make sure it was working properly since I was calling in twice a week, maybe you would not have lost ANOTHER customer.  Your internet service was hot fast at all, we were constantly being bumped everyday, and caused us a lot of stress and extra work.  We stayed your customer for several years and put up with a lot of hee haw and excuses on why our internet was not working properly. How about Speed Connect pay US for all the time and extra work we had to do because of YOUR faulty service!  The hours we spent trying to recover lost information and work because of equipment failure, or how about pay us for when the entire network went down for over a week?  We certainly paid our bill IN FULL for service that was not even provided.  Maybe Speed Connect should check out how [redacted] works.  [redacted] is everything they promise and they keep it that way.  Fast, reliable, and willing to check on equipment.
Sincerely,
[redacted]

The only time service is slowed down is if you go over the daily limit.  You do get unlimited data at no additional fee.

Complaint: [redacted]
I am rejecting this response because:There was no explanation of the fee. The billing and payment period and payments were for the 15th to 15th of the month.  Even if it was supposedly for the whole month of June no bill was sent for the month of June. The first bill sent had a late fee.  I attached the original bill and also a later bill.  Note that the later bill did not even indicate what the bill was for.  The billing department could not even explain why and even told me they would send the documentation they had, but nothing came.  As stated earlier, I was billed on the 15th of each month with an automatic debit. I terminated the service on the 13th.  If the bill was for the month of June then why was I only billed for the 14th-30th?  The extra charges are incorrect and should be removed and a letter stated such.  Someone at SpeedConnect did not end the service on the 13th like they should have-- and thus the bill.   Perhaps if the ignorance continues I will need to seek litigation measures and/or use social media. 
Sincerely,
[redacted]

This called has cancelled service and the account will be closed as of April 1 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.

Complaint: [redacted]I am rejecting this response because:
 
 
First they are wrong with the dates that I canceled service and also I only had one modem which I returned to their office on Saturday Dec. 31 2016 which I have a statement signed from the business saying the equipment was returned.  I have no idea what they are talking about with a second modem. You only need one modem for wireless service not two. You are able to operate multiple items from a signal modem.  I am hoping you are able to see how the businesses story changes regular and they are continuing to acquire more money from what use to be a loyal customer.Sincerely,[redacted]

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 plan. If speed connect really throttled at 8gb a day, then it would be around 224 gbs one could get in february without any drop in speed, I went as high as 190 gbs in february and it was still laggy. I went to 105 gbs in march, notice the significant drop in data usage in march? That's when my download speed went below my upload speed. How 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]

I see a work order is scheduled for today. If 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:I already attached that. Please read or re-read my previous comments. In all reality it's not worth $48.63 and my time to deal with ignorance and a non functional internet business.There are several others internet providers who have and do good business. I will definitely use my resources to warn others  to steer clear of SpeedConnects.  
Sincerely,
[redacted]

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