The North-Eastern Pennsylvania Telephone Company

Service is very poor, Cable is out all of the time, at least two-three times a week, for no weather related reasonsSupposed to be upgrading service across the area, very slow and they do not provide any updates to their customersProblems with phone lines and they are never resolved, When asked noboby seems to know anything on the problem.Intranet is extremely slow, All of this is due to an out dated system, But they do not have a problem raising the cost for service every year, We signed up for the Bundle to save money now it is highly expensive with terrible service

7/14/16Dear [redacted] ***,This letter is in response to a Revdex.com complaint (ID [redacted] ) that you recently received from one of NEP's customersNEP provides local telephone, iptv and internet service to both residential and business Customers in rural PennsylvaniaThe company has been in continuous operation for years and Strives to provide our customers with a satisfactory level of service.The complaint states that the customer has had problems from day one and our cable installers never call before showing upA review of the customer trouble history has shown that the Customer had internet related troubles in the past yearIn July of 2015, the customer reported that the internet and video service was outThe company responded and repaired a facility problemThe Second trouble reported was for an internet speed complaint in June of The company immediately issued a trouble ticket for the customer which was assigned to a repair technicianThe technician called the customer on the same day of the reported trouble, but the customer did not answer the callThe technician stopped by the customer's home, performed facility testing and everything appeared to be functioning properlyThe technician still had an open trouble ticket so he stopped by the house on the next day and knocked on the door in an attempt to gain access to the home for further testing and diagnosis of the problemThere was no response at the door, so the technician went to his truck to fill out a door tag to notify the customer that we again attempted to address his problemThe customer then appeared outside and was upset and yelled at the company's technicianThe technician stated that if the time wasn't right or the customer didn't want him there he would leave, which he didThe customer then filed a Revdex.com complaint.Subsequently, the customer talked to the customer service supervisor and expressed that he did not like the attitude of the repair technicianThe customer was given an opportunity to discuss the situation with the Customer Service Supervisor, and he thanked her for listening to his concerns as the call endedShe told the Customer that she would forward his comments to the installation / repair (R) Supervisor, who then had a discussion with the repairman to review the situation and discussed proper methods of interacting with angry customers.Sincerely,Richard SVP / General Manager

7/14/16Dear [redacted],This letter is in response to a Revdex.com complaint (ID [redacted]) that you recently received from one of NEP's customers. NEP provides local telephone, iptv and internet service to both residential and business Customers in rural Pennsylvania. The company has been in continuous...

operation for 116 years and Strives to provide our customers with a satisfactory level of service.The complaint states that the customer has had problems from day one and our cable installers never call before showing up. A review of the customer trouble history has shown that the Customer had 2 internet related troubles in the past year. In July of 2015, the customer reported that the internet and video service was out. The company responded and repaired a facility problem. The Second trouble reported was for an internet speed complaint in June of 2016. The company immediately issued a trouble ticket for the customer which was assigned to a repair technician. The technician called the customer on the same day of the reported trouble, but the customer did not answer the call. The technician stopped by the customer's home, performed facility testing and everything appeared to be functioning properly. The technician still had an open trouble ticket so he stopped by the house on the next day and knocked on the door in an attempt to gain access to the home for further testing and diagnosis of the problem. There was no response at the door, so the technician went to his truck to fill out a door tag to notify the customer that we again attempted to address his problem. The customer then appeared outside and was upset and yelled at the company's technician. The technician stated that if the time wasn't right or the customer didn't want him there he would leave, which he did. The customer then filed a Revdex.com complaint.Subsequently, the customer talked to the customer service supervisor and expressed that he did not like the attitude of the repair technician. The customer was given an opportunity to discuss the situation with the Customer Service Supervisor, and he thanked her for listening to his concerns as the call ended. She told the Customer that she would forward his comments to the installation / repair (R) Supervisor, who then had a discussion with the repairman to review the situation and discussed proper methods of interacting with angry customers.Sincerely,Richard S. VP / General Manager

Service is very poor, Cable is out all of the time, at least two-three times a week, for no weather related reasons. Supposed to be upgrading service across the area, very slow and they do not provide any updates to their customers. Problems with phone lines and they are never resolved, When asked noboby seems to know anything on the problem.Intranet is extremely slow, All of this is due to an out dated system, But they do not have a problem raising the cost for service every year, We signed up for the Bundle to save money now it is highly expensive with terrible service.