SpeedConnect

Since we acquired the customer base and technology from SVW, we have not done anything that would change the level of service provided to any of the customers.  I do realize Ms. [redacted] is frustrated and having issues that we are trying our best to resolve.  When we acquire a new...

market/customer base, we strive to upgrade technology and improve service on all levels but this takes time.  I do see see that the latest service call has been complete and this customer was issued a full month of credit.  I hope that you find this satisfactory and please note that we are continuing to improve the service and our customer service.  If a customer does not want to hold on the phone, they can also contact our support department from our website at www.speedconnect.com.
 
If you have any further questions or require additional information please do not hesitate to contact us.

Upon further discussion with our Technical Operations Manager, Dan G[redacted], he was out to the home for a service called and confirmed that the customer's router is the issue.  Also, further concerns should be addressed by [redacted] - the account holder and not her son.

To Whom it May Concern,After much review with our contact center manager manager, we have done everything including truck rolls/service calls for this customer.  Unfortunately, we cannot service or please all customers in all locations.  This customer has been issued multiple credits for...

service but if he is still unhappy with the service we can provide, he can cancel his service with no Early Termination Fee.As you can imagine internet service providers offer many locations but every customer is different and has different expectations of what the service should be.  it is our goal to provide service to all of our valued customers that they enjoy but this is not always possible.  [redacted] spoke with [redacted] 6/24 and he was to monitor the service after more changes and let us know if this was acceptable but we have not gotten any feedback at this time.I hope you find this acceptable and I await to hear the response.

Complaint: [redacted]I am rejecting this response because: I understand the policy.  However when one of you employees tells us that it has been waived because we were moving to an area SpeedConnect doesn't serve, it was waived.  If there was a problem with that, why does it take a year and being turned over to collections to even find out about it?  I disagree with the way this was handled.  I understand you still had our old address, but I never even received a call there was a problem (and my phone number hasn't changed).  I have perfect credit and am  I'm a chronic defaulter.  I'd like to work to a resolution on this as I don't feel I'm at fault.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  The company has made no attempt to resolve this issue.  I suggest you make some changes to your procedures and provide training to your staff.  You could be a little considerate when someone has to move and you don't give the option to transfer their SpeedConnect service.  Obviously you have 1 considerate employee there who understands that fact.  Make 1 phone call to someone who hasn't responded to a delinquent bill before of sending them to collections.  Train your staff to follow your lame policies.  I will continue to post negative reviews online as well as tell every person I know about horrible customer service and your non-attempts to resolve this issue. [redacted]

Per the prior response, we have credited $69.95 August 11.

Complaint: [redacted]
I am rejecting this response because: For three months I was ignored by the company, and I recieved no responce from them at all until after I threatened to lodge a formal complaint with the FCC, so yes I am upset about this crap, and I find it funny that they do not mention the extremely high pings on there tower that is there all the time, yes there is maybe an hour or two during the day or in the middle of the night where the internet "works" and yet I still do not get the promised speeds that I am paying for at those times, those speeds being between 5.5 and 8.5 mbps, most of the time on the lower en of that. And if you don't want your customers to be rude to your staff try doing your jobs and not slapping bandages on problems that are clearly caused by your inferior equipment. And just to prove a point here are some speed tests from there prefered speedtest website.
Sincerely,
[redacted]

[redacted],
 
You do not have to drive to return the modem, we can schedule a technician to come on site to pull our equipment.  If this is acceptable, please let me know so that I can schedule the appointment.
 
Mary Kay L[redacted]

I quit using the extremely poor Speed Connect service on 12-5-16 even though I was told that I would still have to pay for the entire month. Also I would be billed every month until I hand delivered the modem to their place of business, the closest of which is 35 miles from my house.

On 12-10-16 I made a special trip in to deliver their modem. They had assured me that their office was open from 10am to 4pm. I got there around noon and the place was locked up with a closed sign in the window. I had obviously made the 70 mile round trip in vain. They lied again to me which again resulted in both lost time and money for me.

As stated in my original complaint, I have discontinued service with Speed Connect due to the fact that they did not provide the high speed internet service as they promised.  I have switched over to another ISP and no longer use their service at all.  But Speed connect is still...

charging me even though I am not using their service anymore.  I do still have their modem that they are forcing me to hand deliver to them at their business which is located over thirty miles from my home.  They have stated that even if I do drive the almost 70 miles round trip to hand deliver their modem that they will continue to charge me at full rate for the next 27 days (from today), no matter what I do.I feel this fact is unacceptable.  They are the ones that did not deliver as promised.  I paid for high speed service while they only provided dial-up speeds.  And I am no longer using their service at all yet I still have to pay them.  Their very own service department stated they could not provide high speed internet to my location at this time due to them over-selling the service to my area.  Yet I still have to pay them?  That is just plain wrong.

As stated in my original complaint, I have discontinued service with Speed Connect due to the fact that they did not provide the high speed internet service as they promised.  I have switched over to another ISP and no longer use their service at all.  But Speed connect is still charging me even though I am not using their service anymore.  I do still have their modem that they are forcing me to hand deliver to them at their business which is located over thirty miles from my home.  They have stated that even if I do drive the almost 70 miles round trip to hand deliver their modem that they will continue to charge me at full rate for the next 27 days (from today), no matter what I do.
I feel this fact is unacceptable.  They are the ones that did not deliver as promised.  I paid for high speed service while they only provided dial-up speeds.  And I am no longer using their service at all yet I still have to pay them.  Their very own service department stated they could not provide high speed internet to my location at this time due to them over-selling the service to my area.  Yet I still have to pay them?  That is just plain wrong.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I like the general public to see not only this company is unapologic, even this response to Revdex.com is trying to ignore the months of time the customer is being deceived and not having proper internet service. They just focus on the last month of refund when there is zero signal and they still left customer hanging with hopes. The customer service manager NEVER stated the owner will NOT respond. customer service manager as well as service tech who measured for less than 1 kb of signal that is not enough to load any webpages continuously to offer to bring the issue to the owner's attention so I can get proper refund. What makes you think I spent hours and kept on calling back to ask why I have not heard from the owner. I was even informed that this company, no wonder is losing tremendous customers and signal tower capability due to comeptitions and better, more reliable services. The company survive betting on people's good faith that they will resolve problems and it was problem with modem. They know well they no longer have some tower capability. Business as such needs to be taken down so the public would not be deceived and lost time, money and got your bills and personal issues that depends on reliable internet services to be delayed again and again.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I like the general public to see not only this company is unapologic, even this response to Revdex.com is trying to ignore the months of time the customer is being deceived and not having proper internet service. They just focus on the last month of refund when there is zero signal and they still left customer hanging with hopes. The customer service manager NEVER stated the owner will NOT respond. customer service manager as well as service tech who measured for less than 1 kb of signal that is not enough to load any webpages continuously to offer to bring the issue to the owner's attention so I can get proper refund. What makes you think I spent hours and kept on calling back to ask why I have not heard from the owner. I was even informed that this company, no wonder is losing tremendous customers and signal tower capability due to comeptitions and better, more reliable services. The company survive betting on people's good faith that they will resolve problems and it was problem with modem. They know well they no longer have some tower capability. Business as such needs to be taken down so the public would not be deceived and lost time, money and got your bills and personal issues that depends on reliable internet services to be delayed again and again.

Regards,

This customer spoke with Vanessa in retention and scheduled an inactivation already.  Once the order is complete, retention department processes any due refunds.  I will also have our network department pull records on the data but this will take a day or so to send.

Thank you for the opportunity of allowing us to respond.  SpeedConnect LLC purchased Commspeed's customer base November 21, 2014.  After the close of this purchase, we came to realize that certain tower sites needed to be upgraded in the [redacted] market.  We are working to do this...

as quickly as we can but this does take time.  In the meantime, we would be happy to extend his $19.95 rate for the next 6 months to give us time needed to get everything up to SpeedConnect standards.Please let me know if you find this acceptable.Sincerly,[redacted]

The majority of the data used was in constant attempts to reload things that would only partially load before the modem quit working. Furthermore, the modem was unplugged for over a week because it simply stopped working. At the very least I deserve a refund for the part of the month I had no service. I have made dozens of calls to technical support  (which they can verify) to try to fix this to no avail.

CommSpeed Customer Complaint

Customer was installed on 11-1-2013. Sales explained 10-day money back guarantee, CommSpeed data plans and the customer was placed on the 90 day introductory offer for $19.95 per month. According to the notes on the account, the customer was...

informed how to check data and what the other data plan options were. Customer states that she was told by sales,  we would install her personal router for free. Because this is not a normal procedure and the field technician was not informed ahead of time, the customer was charged the standard install rate of $20.00. This was credited off the account on 12-16-2013.

Customer called for technical support on 12-14-2013 because the Modem would not connect. A field technician was dispatched and the issue was resolved 2 days later.

Customer contacted Technical Support on 7-18-2014 with complaint of slow speeds and the same field technician that installed the service was dispatched to see if the customer could connect to a different service/tower. Customer called back before the technician arrived and requested a different technician other than the original and also informed Technical Support that she was only available on Fridays. We could have been there much sooner if not for that request.

Customer called and elevated to customer service manager on 8-8-2014 to complain that she was never informed about the other data plans that were available and she canceled service. At that time a request was made for a credit to the account for the difference between the plan she was on ($59.95) and the next lower plan ($44.90) since the beginning of the account. It was explained to the customer at that time that it was believed that she was informed of the different plans upon being sold the service. The account received a one-time credit of $59.95 and was closed out with a zero balance. This was not good enough for the customer and she called several more times requesting the additional credit. Customer Service Manager informed the customer that a request would be put in to ownership but it did not look like the credit would be granted.

On a footnote; all the CommSpeed Data plans are available to read about at [redacted].

I am not disputing my bill, and I agree that part of the equipment got accidentally unplugged by one of my kids back in January ,however after calling several times to tech support we still only have service less than 50 percent of the time. I understand that I am being offered satifaction or Speedconnect will cancel my service however we need the internet for our children's online school and would like to see it fixed. We have received many promises from Speedconnect to fix our internet but I'd like to actually see it happen before I drop my claim.Thank you.

SpeedConnect has moved email service to a more robust email server/service.  At this time, notification was sent to all of our customers asking if they wanted to keep their email or to move to a different/free service such as yahoo or gmail.  If the customer accepted the $4.99...

package, they will be billed.  None of our plans include free email any longer due to the enhanced service and costs.  If this customer doesn't want to keep their email they will not be charged any fees and will have 30 days to move to another email service.  At this time, this customer is not being billed for email.

Yes all is true in the response from the business.  However, my address of which I have had for a long time can not be moved.  I will need to have my websites changed with new links as well as business cards, letterhead, etc….  This also is very hard to get all of our customer base to change their address books for future contact with us.  This is nothing more than a ploy to raise their rates on a customer, and is not any less than extortion for more money knowing that customers don't want to go through the hassles.  We have had this address for  years now and this is piss poor customer service!  I would suggest that if they need to that any new customers pay for the added charges but leave their current loyal subscribers out of it.  Let us have the existing non updated email services they are boasting, it works just fine as it is.