SpeedConnect

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

The account is clearly noted that the customer understood the ETF and the amount There is nothing stating that any representative of our company told them otherwise Although I am very sorry that it wasn't paid and had to be turned over to our collection agency - if it is paid timely to the agency it will not hurt a credit score We allow months of open balances allowing time for the customers to take care of any balances before it is submitted
If you have any further questions, please do not hesitate to contact me directly

[A
default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12587799, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
This is suppose to be unlimited and that is what I pay forTo say there is a daily data cap means the service is not unlimitedThis is advertising and not coming forward with this till now after hours and hours of being on the phone over the past months, getting nothing but a run around is not very professional like for a company to doGIG A DAY IS NOTHING that is only about Netflix movies a daySo what is the daily cap? must be well under thatAlso since I am paying for unlimited and its not unlimited I exspect a price cut for the service I am actually gettingAt this time this is advertising because it is not unlimited tops would around a gig a month and that is why darn near everyone that has been with you guys leaveYou lie about the unlimited than crap out their connection and give them a run aroundAll in all your response doesn't hold any water with me because the high ping issue goes for weeks even months at a time and so called daily cap is BS because when windows does updates and other programs do updates you can blow thru gig plus a dayI have items connected so is nothing for the average familyI will be glad to take my business elsewhere if need bepsSure is a shame you cant contact the customer and they have to go to this extreme to get infoGuess you like the negative responses.
Regards,
*** ***

Please be advised that after further discussions with our tech ops manager in that market, we will credit the $service call fee. If you have any further questions, please let me know

Please be advised that if there was a balance due, a refund check would not have been processed This check was mailed yesterday from our Michigan office and is ck #*** There is nothing due on this account at this time I still do not have confirmation for an equipment recovery date

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The last contact I had with a technician he said my equipment is fine, my signal strength is fine, but they have issues on their end with congestionSo are you saying that it is alright to market speeds of mbps but only deliver and consumers should expect this? Industry standard for acceptable variance is roughly mbps on 10mbps serviceWill speedconnect be amending their website to state that anyone getting service from their grubstake tower will only see mbps during high use times? If this was an issue with my installation only, I could accept the slow speeds, but the senior technicians have all stated to me that the sudden decrease in speeds during the evenings and weekends have nothing to do with my installation and should be able to be addressed by speedconnectAs you add more customers to an area you must ensure that you have the throughput to handle the increased load
Regards,
*** ***

Complaint: ***I am rejecting this response because: Yes Bruce has contacted me and I have called and emailed him because the credit is still not correct, but have had no return call or emailThese were both sent/made over a week agoWould like to get this resolved asap.Sincerely,*** ***

In reference to this complaint, please be advised that this customer has been issued a credit of $for time they were having any issues. In addition, we sent our technician out to change out all of the equipment that was installed just to assure them that there wasn't any issues on our end
with this
Our service is always on and available for our customer and although we cannot please every customer all the time, we do credit for issues on our end. I hope that you find this satisfactory but if you need any further information please do not hesitate to contact us

I apologize but I was on vacation Again, if this customer does not like the service, we will inactivate the service with no penalties or fees

To Whom It May Concern,Please be advised that upon reviewing this account I really did not find issues to warrant that kind of credit, so I reached out to the Tech Ops Manager in Idaho to review the last service call Here is what transpired:Felix has been to this customers house twice this
month, each time with speeds in the 8-Mbps rangeBetween Stephanie contacting him, and Felix at his house, we have asked him what isn't workingHis answer is always "just everything"He is very rude and ignorant to our staffThe account is under *** and ***, *** is the son that is complainingWhen Felix was there on Friday, the dad said he didn't really have any issues with the internet it was his son that had issuesFelix tried to work with him to see what he was having problems with, which he state "just everything" once again, Felix was getting over 9MbpsTheir current usage is Gigs for the month, which tells me that it is workingI see that G of that is Xbox One games Download, which is slowed down by SandvineThis is the only thing that I can see that he may be complaining about, but again he won't specifyI feel that our service is working great here, and without them telling us exactly what they are having problems with so we can try and help, there isnt much we can doWith the way he treats myself and our staff, and the lack of feeback he gives us, I don't know what else we can do to help himBelow is an email that he sent me, I've copied and pasted it here: "It would be really and I do mean REALLY *** nice if I started getting the service I am paying for, instead of this calling into customer service EVERY *** DAY BECAUSE MY INTERNET HAS GONE DOWN, OR IS SO *** SLOW IT MAY AS WELL BE *** DOWNFIX YOUR *** SERVICE." I received this while on vacation the first part of this month, I forwarded it to Stephanie to see if she could get some info from himShe talked to him getting the same response as above, and no explanation of the problemShe talked to him again before Felix went out on Friday, getting basically the same response and no usable feedback. "It would be really and I do mean REALLY *** nice if I started getting the service I am paying for, instead of this calling into customer service EVERY *** DAY BECAUSE MY INTERNET HAS GONE DOWN, OR IS SO *** SLOW IT MAY AS WELL BE *** DOWNFIX YOUR *** SERVICE." I received this while on vacation the first part of this month, I forwarded it to Stephanie to see if she could get some info from himShe talked to him getting the same response as above, and no explanation of the problemShe talked to him again before Felix went out on Friday, getting basically the same response and no usable feedback

If this customer is unhappy as we cannot please all of the customers all of the time, they can cancel at anytime without any early termination fees if applicable

Please be advised that we do not provide information and I do see where this customer calls regarding speed issues. We are now providing state-of-the-art satellite service in this area which will eliminate this issue. Please contact our sales department at ###-###-#### or provide
the best contact for one of the to reach out to you. It is our goal to provide quality service to all of our valued customers

To Whom It May Concern: Upon working with our support team leads, we found that Mr*** had used 75GB of data from Septto Septand a credit in the amount of $was issued. Per our network team, this is the correct amount of credit for the service. If you have any
further questions or concerns, please let me know. *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I realize SpeedConnect is making upgrades so in the interim I will accept this responseI would like it noted, however, that this does not fix the current issue; that I cannot use my internet when I need itIf my service is not corrected after the months is up, I won't hesitate to re-open this complaint. I believe that it is only fair that SpeedConnect be required to provide the services they are advertising.A company should not offer to provide services it cannot provide
Regards,
*** ***

Please accept our apology here. I have contacted our tech ops manager for your area to get to the bottom of this. I should here back from them before tomorrow afternoon as he may be out on a route currently

Please be advised that SpeedConnect, just like all service providers does charge and ETF if you do not complete your contract. This does apply if you move as well. The $fee is a reduced fee negotiated between the customer and our sales department and local MT office per all the
notes on the inactivate. When our customers commit to a contract, they get to enjoy a discounted rate for committing to a contracted term which in this case they received $20/monthly discount

Wish I could give it negative 5 stars. But here is what I have to say and I am going to keep on them they owe us $135.00 and if they dont give it to us we will cause way more business loss than $135.00. These guys have been crooks for the last 1 1/2 years and started out great almost 4 years ago...very sad story.

Charles Smith time 0 min ago
We are also going after speed disconnect for the $135.00 we had to pay for overusage as they said it would be monitored and that we would be notified if we got close to going over. Lied to continually by this farce of a company.
User Charles Smith time 10 min ago
These crooks are full of st they have too many accounts on any tower. They used to be good about 3-4 years ago and went to hell recently in the last 1 1/2 years. When you ask the techs what the download speed is they all say 8mbps...you are lucky if you can ever get 2-3 so there is a big lie. Also when our son started sending us netflix membership cards, I called tech service as I know about computers and internet and know that streamin type sites can really eat up data. We were not on the uncapped as that is what I had when I worked from home. By the way they gave us a senior discount as we were starting to see the quality of service go down big time. Then they immediately raised their prices as soon as we got the senior discount and we were now paying more! Always got an explanation that there was nothing wrong at their end always had to be equipment we had. We proved that wrong and they still claimed nothing wrong on their end and they have recently admitted they have too many accounts on one transmitter. Oh and the netflix call to tech service? I was told verbatim if it looked like we breached our 100gig cap then we would be notified when it looked like that would happen. Of course we didnt get notified and had to cough up $135.00 dollars extra. We have complaints with the AG offices in our state and Michigan and with the BBB in both states as well as the FCC and the FBI's IC3 internet fraud department where these shysters definitely qualify for. I would have stayed with them possibly but they now have a very rude unprofessional supervisor named tiffany that is quite frankly a female jerk. They said they offered to send us up to unlimited data which was more than 20 bucks a month . I asked if the quality of signal was any better. No was the answer so of course we dont want to pay more for more crap. I will keep the complaints going for the rest of my life and will troll these shysters at every turn I can find. speed disconnect is a real piece of crap and a blemish on the business and consumer world.

Mr. [redacted] signed up for service February 13, 2014 and is on our Platinum plan which is unlimited data for a discounted rate of $46.95 (normal price is $69.95).  We offer burst speeds as does most ISPs and we are working on upgrading/expanding all of our sites but this does take time.  In...

the meantime as we continue our work (which this site is in process) I will issue a 2 month credit to the account.  If Mr. [redacted] is not happy with his service and does not care to wait out the upgrades, he can cancel at anytime with no penalties.  Please discuss and let me know if our valued customer finds this to be acceptable.[redacted]

Upon reviewing this account I do see where the customer had spoken to our retention staff but they failed to set up the inactivation.  I have closed this account and as long as our technician recovers all the equipment (inside power supply and outdoor unit) there will be nothing due on the...

account.Unfortunately, we cannot provide all areas/customers a level of service which is acceptable to them.I hope you find this satisfactory but if you have any further questions, please let me know.[redacted]