unWired Broadband, Inc.

Initial Business Response /* (1000, 9, 2015/03/17) */
Contact Name and Title: [redacted], CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@getunwired.com
Customer's service has been cancelled per her request, she has received two months credit not one as requested. Credit...

invoice #INV00219961 ($139.90)
1) She has not purchased enough bandwidth to do what she is trying to accomplish.
2) We are unable to provide her upgraded bandwidth as she is being serviced off of Bear Mtn.
3) We expect to have the ability to upgrade her service in the next 60 days.
Below are the case notes for this customer.
Created By: [redacted] (3/5/XXXX X:XX AM)
Credit issued to CC for 2 month service
Created By: [redacted] (3/4/XXXX X:XX PM)
This customer ended up cancelling. They also sent a lengthy letter to the Revdex.com requesting their credit be fulfilled. The customer was on Bear Mtn. This tower did experience legitimate issues throughout the month of January where various customer Belkin routers had become infected and were spewing out rogue traffic. This caused speed issues for all customers on the tower. After these routers were removed from our network, the customers that were effected by this seen an improvement. However, June Lett 's daughter claims that they were still having problems. This is when I discovered that the customer was consistently meeting or exceeding their allotted bandwidth per second. I can see us justifiably issuing a credit to the customer for the month of January as we did have issues during this time.
Created By: [redacted] (2/12/XXXX X:XX PM)
I updated the other open case we have on the customer (XXXXXXXX).
Created By: [redacted] (2/12/XXXX X:XX PM)
I attached a screenshot of the customer over utilizing their allotted BW per second. Please see "June Lett Bandwidth Utilization past 7 days.png"
The screenshot shows that the customers bandwidth usage has consistently met or exceeded their allotted bandwidth per second.
Created By: [redacted] (1/27/XXXX XX:XX AM)
Customer is requesting a credit for past several months for the issues we are having with Bear Mountain.
Customer understood the issues we are having but feels the company should not put it all on them.
I let customer know I would escalate to billing
Created By: [redacted] (1/27/XXXX XX:XX AM)
Customer is requesting a credit for past several months for the issues we are having with Bear Mountain.
Customer understood the issues we are having but feels the company should not put it all on them.
I let customer know I would escalate to billing
Created By: [redacted] (2/12/XXXX X:XX PM) Last Modified By: [redacted] (2/12/XXXX X:XX PM)
I attached a screenshot of the customer over utilizing their allotted bandwidth per second. Please see "June Lett Bandwidth Utilization past 7 days.png" under this cases attachments.
The screenshot shows that the customers bandwidth usage has consistently met or exceeded their allotted bandwidth per second. Customer is on a 1.5 Mbps circuit.
Please contact the customer and inform them of these findings. If the customer is willing to let us walk them through running some speed tests, I would go ahead and do so, so that way we can have it on record. In a normal scenario, we would advise customers to upgrade when they are tapping their BW. But all upgrades are currently on hold on Bear Mtn at the moment.
Customer is currently not in contract and I verified with Jeff in sales that they would not have any early termination fees if they decided to cancel. If customer wishes to cancel their service, please transfer them to sales.
It is to of my understanding that this customer is irate and has already threatened to cancel. (Joy had informed me of this)
Created By: [redacted] (2/12/XXXX X:XX PM)
The contact for this the following...
Leann [redacted] (granddaughter) @ XXX-XXX-xxx
Created By: [redacted] (2/13/XXXX XX:XX AM) Last Modified By: [redacted] (2/13/XXXX XX:XX AM)
called, left message with grandmother. Grandmother said she would rather us talk to her daughter. Grandmother said she would have daughter call us back when she was back in.
Created By: [redacted] (2/17/XXXX X:XX AM)
Spoke with customer and told her that we saw her over utilizing her bandwidth, and told her that normally we would have them upgrade their service to a higher bandwidth package but at the moment we aren't letting anyone on bear upgrade their service. customer was very frustrated with her service over the last couple months and wanted to see if we could issue a credit onto her bill for the month of January, I tried to get a hold of billing but all lines were busy so I told customer that if she wanted I could transfer her to billing but customer requested to speak with sales to cancel service.
Created By: [redacted] (2/17/XXXX X:XX AM)
customer most likely canceling service
Created By: [redacted] (3/11/XXXX X:XX PM)
Customer wrote in w Revdex.com complaint. Joy gave credit for previous month of service on 3/5/15.
Response to Revdex.com was due 3/6/2015. I received on 3/9/15. Customer needs upgrade to stream educational video for schooling which is leading to their frustration. BW insufficient to support needs at this time.