Utah Broadband, LLC

There
are many factors that need to be considered when reviewing the quality of
connection for each customer. Sometimes
it is like peeling back the layers of an onion as a technician works to resolve
technical issues. We have explained to
Mr*** that the service
he has signed up for is a shared service and like
any shared service at times speeds may vary, as is stated on our website. But, if there is a problem with a customer’s
speeds we work to determine the root cause of the problem so it can be
fixed.
Mr
*** called in on 5/13/regarding his speeds. We sent a technician out on 5/14/to
upgrade the equipment to a newer technology We called Mr*** back on 5/22/to do a
Customer Service check to see how his connection was working and if we had
resolved the issue he was having. He was
upset that he was not getting his speeds consistently
After
reviewing Mr***’ situation with Engineering, and with Mr***’ approval,
we have added a larger antenna on his home to help boost the signal. We will continue to evaluate this connection
to try to resolve the issue to both the customer and Utah Broadband’s
satisfaction

10/13/2017 – We have been working with [redacted] to try to resolve his issue.  Because of his work schedule we have had a difficult time connecting with him at times, therefore some of the resolutions have taken longer than expected so we apologize for the delays.  There are two...

technical sides to our service.  The first is on the Wide Area Network (WAN) which we own and manage.  The other is the customer’s side of the network or Local Area Network (LAN).  Occasionally a customer will have multiple issues that each take a little time to troubleshoot and resolve.  The issues can be on either side of the network.  We are in the process of investigating everything on our side of the network and then we will begin to troubleshoot the customer's side. We are willing to consider [redacted]’s request but we want to make sure the problem is resolved and we understand the root cause.  We are currently working to schedule a fix time with [redacted].  We will respond to this complaint again after the issues are resolved.Utah Broadband