Wisper I S P

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me however, there are some inaccuracies in their response which I would like to address Firstly, the way they do their billing is difficult to figure out as they send you an invoice after the service is provided but say they are billing upfront for their services This is where their "late fees" come into play as a consumer I pay for services after they are received and expect to be billed after they are received Additionally, we reported service interruptions, complaints and issues to the tech support department well before 7/and more like 1/ I sent their tech support department a message through their website with my issues and received a call back the next morningUnfortunately, since the message was sent through their website I do not have any record of it in my emails My main issue with this company is 100's of other customers in our area are experiencing the same issues with poor service and poor customer serviceEventually the consumers will make different choices for services and the situation will resolve itself through free market When I made my initial report of my complaint to Wisper in January it was obviously swept under the run by their tech support team it was a request to see what was wrong and what could be done about the slow speeds Nothing was ever done beside a credit on the account and a "we are working on it" response We are happy to receive the credit to our bill which is all we wanted to begin with and if had been done weeks ago on our initial request we wouldn't have ever filed this complaint.As small business owners ourselves our suggestion is the business take some valued time and look within their company's processes to better serve their customers beyond just an Internet connection Sincerely, [redacted] & [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2016/01/21) */ Contact Name and Title: [redacted] , CEO Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @wisperisp.com Wisper issued a complete service refund to Ms [redacted] for the installation fee and the first month of serviceHer service had been installed with equipment that was considered new technologyThe equipment had been tested and was working fine prior to her installationSoon after Ms [redacted] was installed, the particular type of equipment that was installed on her home started having network-wide issuesIt took Wisper's engineers several weeks of troubleshooting and working with the network manufacturer to find a fix for the equipmentWe apologize for not delivering a great experience for Ms [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ We received your complaint from the Revdex.com and want you to be happy with the internet connection that we provide youOur support manager ***, called and also sent voice mails on 7/and 7/to see how he could help and didn't get a responseThinking that perhaps we didn't have a correct e-mail address on file, I sent an e-mail message to the one listed on the complaint on 7/and haven't gotten a responseOur records indicate that you were connected to our service in September of and that you then contacted us in June of this year complaining of slow speedsWe see that we mailed a new router to you and that one of our customer support techs were able to get you connected with itWe see that your equipment has a connection to our tower and that data is moving at a rate up to mbpsPlease let us know if are still having connection issues because we want all of our customers to be happy with the connection/service that we provide themWe look forward to your response and any information that can help us to keep you as a Wisper ISP customer

We have reached out to this customer and are actively working on thisMost recent contact with the customer was on 6/28/where *** followed up on the serviceHe said it is a lot better than beforeHe is still reporting some slow speeds here and there and we are still working on it***
will follow up with him in the next week

In looking though the tickets on Mr***'s account, Wisper acknowledges that he did reach out to us on multiple occasions in regard to his high ping issues. Wisper had a field services technician at his home in June to check the connection. At that time his connection was up to our
standards and they were able to run tests getting his full speeds. We acknowledge (from account tickets) that on multiple occasions he had asked for return calls and we have no record of him getting them. He was working directly with one of our Customer Support Technicians who is no longer employed at Wisper. Upgrading all the backhauls to Mr***'s connection are on our list of needed upgrades, but we do not have an ETA on when they will be complete. We are happy to give him a 2-month credit on his bill and discount his service by 50% until we can get the backhauls taken care ofWe apologize for any inconvenience this has caused him

The [redacted]s were Wisper customers from 6/7/2013 – 8/30/2016, in that time they were late on their payment 23 times.  On 7/7/16 they had service issues and were issued a credit of $59.99.  This credit is equal to a full months service (and their current late fees of $5).  This credit...

covered their service from 7/5/16-8/5/16.  On 8/30/16 they cancelled their service thus still owing us $54.97 for service from 8/5/16-9/5/16.  It is our belief that the customer does in fact owe us for services used from 8/5/16-9/5/16.  Additionally, the $10.00 fee covered the certified billing letter we sent to the [redacted]s home after contacting them on 9/4 and 9/20 requesting payment.  The $5 fee was a late payment fee since we did not hear from the [redacted]s and no payment had been made.In good faith, we are willing to credit the entire billing amount of $69.97 and consider this matter taken care of as they are no longer a Wisper customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hello, Mr. [redacted] is correct that for the 3 months prior to opening his complaint, the service at his mother’s location was not great. Unfortunately the equipment that she was on has been having a lot of problems and we have been working diligently to come up with a solution. On 6/22/17, we...

informed Ms. [redacted] that we would send a technician out to see if they could swap her equipment to get her better service. We made this a priority to fix and on 6/23/17, our Technician [redacted] arrived as promised and was able to switch her to a different type of equipment. According to his notes on her account, she was very grateful for him for switching the equipment and the speeds were noticeably better. Since the switch, there have been no calls into technical support from this account so we assumed that the service was working properly again. We also pulled the usage and from the date of the equipment swap, this client has used 350 GB of data (about 3 times the national average), which she would not be able to do with unusable service. It is our assumption that this complaint was lodged before the equipment swap. We apologize for the delay in responding to this but we were only notified about this last week. We will reach out to the customer and offer them a $60 credit on their bill as an apology for the inconvenience of the last 3 months of poor service. Going forward, it is our understanding that their service is working. Should they need anything else, they can reach me directly at [redacted]@wisperisp.com   Thanks, [redacted] CEO

Initial Business Response /* (1000, 5, 2015/07/31) */
We received your complaint from the Revdex.com and want you to be happy with the internet connection that we provide you. Our support manager [redacted], called and also sent voice mails on 7/21 and 7/23 to see how he could help and...

didn't get a response. Thinking that perhaps we didn't have a correct e-mail address on file, I sent an e-mail message to the one listed on the complaint on 7/30 and haven't gotten a response. Our records indicate that you were connected to our service in September of 2014 and that you then contacted us in June of this year complaining of slow speeds. We see that we mailed a new router to you and that one of our customer support techs were able to get you connected with it. We see that your equipment has a connection to our tower and that data is moving at a rate up to 5.0 mbps. Please let us know if are still having connection issues because we want all of our customers to be happy with the connection/service that we provide them. We look forward to your response and any information that can help us to keep you as a Wisper ISP customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me however, there are some inaccuracies in their response which I would like to address.  Firstly, the way they do their billing is difficult to figure out as they send you an invoice after the service is provided but say they are billing upfront for their services.  This is where their "late fees" come into play as a consumer I pay for services after they are received and expect to be billed after they are received.  Additionally, we reported service interruptions, complaints and issues to the tech support department well before 7/2016 and more like 1/2017.  I sent their tech support department a message through their website with my issues and received a call back the next morning. Unfortunately, since the message was sent through their website I do not have any record of it in my emails.  My main issue with this company is 100's of other customers in our area are experiencing the same issues with poor service and poor customer service. Eventually the consumers will make different choices for services and the situation will resolve itself through free market.  When I made my initial report of my complaint to Wisper in January it was obviously swept under the run by their tech support team it was a request to see what was wrong and what could be done about the slow speeds.  Nothing was ever done beside a credit on the account and a "we are working on it" response.  We are happy to receive the credit to our bill which is all we wanted to begin with and if had been done weeks ago on our initial request we wouldn't have ever filed this complaint.As small business owners ourselves our suggestion is the business take some valued time and look within their company's processes to better serve their customers beyond just an Internet connection.
Sincerely,
[redacted] & [redacted]

Initial Business Response /* (1000, 7, 2016/01/21) */
Contact Name and Title: [redacted], CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@wisperisp.com
Wisper issued a complete service refund to Ms. [redacted] for the installation fee and the first month of service. Her service had been...

installed with equipment that was considered new technology. The equipment had been tested and was working fine prior to her installation. Soon after Ms. [redacted] was installed, the particular type of equipment that was installed on her home started having network-wide issues. It took Wisper's engineers several weeks of troubleshooting and working with the network manufacturer to find a fix for the equipment. We apologize for not delivering a great experience for Ms. [redacted].

Wisper has been in contact with Mr. [redacted]. We are working on fixing his service problems and have credited his account as requested.