USI Wireless, Inc.

Initial Business Response /* (1000, 5, 2015/09/10) */
We would like to sincerely apologize for the inconvenience and frustration endured by this family during a recent service interruptionAfter initially reporting issues on 8/we scheduled an appointment to resolve the issue on 9/During this
visit we replaced the customers modem and some cabling and all indicators were that the problem was resolved
The customer sent an email the following day (9/2) expressing they were again having trouble, we again dispatched a technician on the 5th after failing to attend an appointment on the 4thDuring our visit we found the modem had been factory reset and lost it's configuration making it impossible for them to connectAfter reconfigure the device and restoring the connection we have monitored its stability and the issue does appear to be resolvedAgain we are very sorry for the inconvenience this has caused the customer and have applied a day credit for the roughly days they were without service
This is the 2nd complaint filed by this customer and we would like to assure them we are happy to resolve issues like this directlyWe do not have any history on this account denying credit requests and Revdex.com mediation is typically reserved for issues not resolvable otherwiseThat being said neither complaint was filed with us before being filed with the Revdex.com and we were not given any opportunity to resolve this without Revdex.com MediationIn the future we request that complaints be brought to our attention, giving us the opportunity to resolve them directly before requesting intervention by the Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response however USA is misinformed about the credit requestI talked to a couple of customer service technicians who would not comply with the credit request and there were days between my call and having a tech come outWhile I am thankful this is finally resolved I would like to state to USI they should put themselves in our shoes and see how they would feel this that kept happening to usI also did contact customer service but he would out of the office for the Labor day wknd

I am rejecting this response because:
USI Wireless has been offering these explanations since last MayI reject their "up to 6Mbps" reply because if their product could only guarantee up to 1Mbps they would not have been offering two options for service one for 1Mbps and another for 6Mbps. I reject their responseI have been a customer for many years and other than intermittent disruptions I have enjoyed average speeds as high as 5MbpsNever had less than 2Mbps unless there was a special circumstanceSince last May something on their network has gone bad and they are unwilling to fix itTo reinforce the above pointAs per the communication with USI Wireless support in July, they have admitted that the problem is technical and the current architecture of their network does not allow for good service on my locationThey had said that a "patch" link will be established to bring the signal to my street access point from a different directionNone of this work happenedSee attachedI reject their explanation because I do agree that wireless connectivity has issues which is the reason why the City of Minneapolis contracted a company to provide internet access as a service and not just hire a contractor to install equipmentFor the service to be maintained it requires adjustments, updates, and general maintenanceUSI Wireless has been doing its job in several areas of the cityNorth Minneapolis has not been on their list for service maintenanceWhy? Because we are a poor mostly Black neighborhoodI don't know how many other subscribers they have in my immediate locationTheir contract with the City of Minneapolis who funded their business with tax payer money, requested the same quality of service to all areas of the city regardless of location and local issues.I would like to read the exact language of the service contract and see if I have grounds for legal actionI do not intent to cancel my service

Initial Business Response /* (1000, 5, 2015/09/10) */
We would like to sincerely apologize for the inconvenience and frustration endured by this family during a recent service interruptionAfter initially reporting issues on 8/we scheduled an appointment to resolve the issue on 9/During this
visit we replaced the customers modem and some cabling and all indicators were that the problem was resolved
The customer sent an email the following day (9/2) expressing they were again having trouble, we again dispatched a technician on the 5th after failing to attend an appointment on the 4thDuring our visit we found the modem had been factory reset and lost it's configuration making it impossible for them to connectAfter reconfigure the device and restoring the connection we have monitored its stability and the issue does appear to be resolvedAgain we are very sorry for the inconvenience this has caused the customer and have applied a day credit for the roughly days they were without service
This is the 2nd complaint filed by this customer and we would like to assure them we are happy to resolve issues like this directlyWe do not have any history on this account denying credit requests and Revdex.com mediation is typically reserved for issues not resolvable otherwiseThat being said neither complaint was filed with us before being filed with the Revdex.com and we were not given any opportunity to resolve this without Revdex.com MediationIn the future we request that complaints be brought to our attention, giving us the opportunity to resolve them directly before requesting intervention by the Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response however USA is misinformed about the credit requestI talked to a couple of customer service technicians who would not comply with the credit request and there were days between my call and having a tech come outWhile I am thankful this is finally resolved I would like to state to USI they should put themselves in our shoes and see how they would feel this that kept happening to usI also did contact customer service but he would out of the office for the Labor day wknd

USI Wireless offers no contract but does offer a discount when paying for service annuallyThis customer has chosen an annual package but can cancel at any time without penaltyThe service package the customer subscribes to is an "up to" MBPS service meaning that they can get up to that speed
That being said our terms of service explain that due to the unpredictability of wireless technology and connections, we are unable to guarantee speeds of more than MBPSIt is note worthy that on wireless networks speeds vary greatly and depend on time of day and the amount of wireless interference in a given area at that particular timeThe customer does receive speeds faster than MBPS on a regular basisWe can refund the amount in question if the customer would like to be reduced to the MBPS package but that will effect their Internet experience

? I am rejecting this response because:
USI Wireless has been offering these explanations since last MayI reject their "up to 6Mbps" reply because if their product could only guarantee up to 1Mbps they would not have been offering two options for service one for 1Mbps and another for 6Mbps.? I reject their responseI have been a customer for many years and other than intermittent disruptions I have enjoyed average speeds as high as 5MbpsNever had less than 2Mbps unless there was a special circumstanceSince last May something on their network has gone bad and they are unwilling to fix itTo reinforce the above pointAs per the communication with USI Wireless support in July, they have admitted that the problem is technical and the current architecture of their network does not allow for good service on my locationThey had said that a "patch" link will be established to bring the signal to my street access point from a different directionNone of this work happenedSee attachedI reject their explanation because I do agree that wireless connectivity has issues which is the reason why the City of Minneapolis contracted a company to provide internet access as a service and not just hire a contractor to install equipmentFor the service to be maintained it requires adjustments, updates, and general maintenanceUSI Wireless has been doing its job in several areas of the cityNorth Minneapolis has not been on their list for service maintenanceWhy? Because we are a poor mostly Black neighborhoodI don't know how many other subscribers they have in my immediate locationTheir contract with the City of Minneapolis who funded their business with tax payer money, requested the same quality of service to all areas of the city regardless of location and local issues.I would like to read the exact language of the service contract and see if I have grounds for legal actionI do not intent to cancel my service.?

Initial Business Response /* (1000, 5, 2015/06/12) */
We would like to sincerely apologize to this user for the delay in activating her phone service. There was an unforeseen delay in the hardware required resulting in this unfortunate delay. I did receive emails from miss [redacted] and asked that she...

contact our Customer Care team for the most timely response. Although I was unable to contact her directly I did work behind the scenes to resolve this situation and instructed staff to contact her on my behalf. We have now been able to activate the service and again are very sorry for the delay this has caused. Of course Miss [redacted] has not been charged for time the services were unavailable but feel it is fair to offer a credit for the frustration and inconvenience caused by this delay. We have applied a credit in the amount of $58.68 to the account offering a free 30 days of both home Internet and Phone service.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

USI Wireless offers no contract but does offer a discount when paying for service annually. This customer has chosen an annual package but can cancel at any time without penalty. The service package the customer subscribes to is an "up to" 6 MBPS service meaning that they can get up to that speed....

That being said our terms of service explain that due to the unpredictability of wireless technology and connections, we are unable to guarantee speeds of more than 1 MBPS. It is note worthy that on wireless networks speeds vary greatly and depend on time of day and the amount of wireless interference in a given area at that particular time. The customer does receive speeds faster than 1 MBPS on a regular basis. We can refund the amount in question if the customer would like to be reduced to the 1 MBPS package but that will effect their Internet experience.