TowerStream Corp.

I spoke with [redacted] who is the Technical Support Manager regarding the customer's complaint and to better be able to respond.This is the response from [redacted] :The issues the customer reported were all due to over-utilization of their contracted bandwidth (Mbps)We routinely saw them max out which would cause the issues they saw in their INTERNAL networkOur line was rate-limited to Mbps until we gave them a temp upgrade to Mbps to assist with their bandwidth consumptionAs soon as we turned the link up to Mbps they hit the capWe pointed this out to them via email and phone and they did not want to discussWe involved their sales rep and the Senior Account manager but they chose to declare a cancel rather than work on increasing their speeds permanently Because Towerstream did not breach it's Service Level Agreement, we did not release the customer from the terms of their contract Please let me know if additional informationThank you, [redacted]

We have come to a resolution with this customer.  Here is a summary of the circumstances from our end.  This company moved into a suite that was being vacated by a former Towerstream customer and ordered a circuit from us.  Because we were already providing service to this suite, it...

was originally thought to be an easy transition - taking over the current equipment.After receiving the signed contract it was discovered that the former customer had a high capacity link and the new prospect's link was to be low capacity.  Since Low capacity equipment will not work at the distance from their office to our equipment where we deliver the service, we told the prospect we were going to be able to provide them with service.   Subsequently, our Engineers did find a work around solution, we advised the prospect of this and he agreed to our continuing with the installation.  As of this writing, we have successfully installed the service for this customer.  It is my understanding also that the customer has referred other tenants in the building to us.  We are pleased with the overall outcome.

I spoke with [redacted] who is the Technical Support Manager regarding the customer's complaint and to better be able to respond.This is the response from [redacted]:The issues the customer reported were all due to over-utilization
of their contracted bandwidth (1.5 Mbps). We routinely saw them...

max out which
would cause the issues they saw in their INTERNAL network. Our line was
rate-limited to 1.5 Mbps until we gave them a temp upgrade to 5 Mbps to assist
with their bandwidth consumption. As soon as we turned the link up to 5 Mbps they hit the cap. We pointed this out to them via email and phone and they did not
want to discuss. We involved their sales rep and the Senior Account manager but
they chose to declare a cancel rather than work on increasing their speeds
permanently.  Because Towerstream did not breach it's Service Level Agreement, we did not release the customer from the terms of their contract.   Please let me know if additional information. Thank you,[redacted]