Yellowknife Wireless Company LLC

11/3/15Revdex.comPOBox 1000DuPont, WA 98327Reference: [redacted] Complaint ID# [redacted] Dear Revdex.com,All [redacted] customers were contacted when [redacted] was sold to Yellowknife Wireless Co At that time, each customer was given information on our services, plans and the contract We also reminded these customers that there were other options for internet service and advised them to explore their options The ***’s voluntarily scheduled an upgrade/install on March 23, They also accepted the special offering of install charges to be split into monthly payments for these [redacted] customers.In May, the ***’s called because they were using more than the 50GB on their plan and they felt the speed was not fast enough Our staff explained that the next plan up was a lot faster and gave them 100GB of data per month instead of 50GB for $per month more They agreed to that plan On July 3rd they were sent a warning email that they had exceeded their 100GB plan for the month of June As a courtesy to all of our customers, YKWC policy is not to charge customers for their first month of overages but to advise them of their usage They called on October 21st to say they wanted to cancel and at that time we reminded them of their contract commitment (see attached contract) through 3/24/This is the last we have heard from the ***’s until we received this letter from Revdex.com YKWC policies are explained to customers before they are installed, which includes one year contract, data usage, service plans and billing.John M [redacted] PresidentYellowknife Wireless Company

The consumer is continuing to use our internet, this is documented as they have used 14.5GB through the 5th of of November When a customer calls and their connection is operating properly, our techs can tell that the problem is in the customers equipment When they think it is the router (not a modem), we let them know we have routers they can purchase here or they can buy one at a local store (ie, [redacted] ***)The customer signed a one year contract, so they are in contract and will be held to that contract until March of They are welcome to cancel, but the remainder of the contract is still their responsibility

Complaint: [redacted] I am rejecting this response because: There are a additional facts. We were told to speak with technical support, which we did as we were transferred immediately by Carol. They did some checking and told us were wrong, that our speed is just fine. Then we were told to purchase a new modem from them to increase our speed. Which one is it? We feel that every time we contact them about performance or speed, we are told to purchase something else. We were happy with our prior vendor for over 9 years and we are not the type to complain. We are seniors and don't always understand all the legalities. We would like to have our contract waived so we can change vendors.Sincerely, [redacted] ***

11/3/15Revdex.comP. O. Box 1000DuPont, WA  98327Reference:  [redacted] Complaint  ID#[redacted]Dear Revdex.com,All [redacted] customers were contacted when [redacted] was sold to Yellowknife Wireless Co.  At that time, each customer was given information on our services,...

plans and the contract  We also reminded these customers that there were other options for internet service and advised  them to explore their options.  The [redacted]’s voluntarily scheduled an upgrade/install on March 23, 2015.  They also accepted the special offering of install charges to be split into 4 monthly payments for these [redacted] customers.In May, the [redacted]’s called because they were using more than the 50GB on their plan and they felt the speed was not fast enough.  Our staff explained that the next plan up was a lot faster and gave them 100GB of data per month instead of 50GB for $10 per month more.  They agreed to that plan.  On July 3rd they were sent a warning email that they had exceeded their 100GB plan for the month of June.  As a courtesy to all of our customers, YKWC policy is not to charge customers for their first month of overages but to advise them of their usage.  They called on October 21st to say they wanted to cancel and at that time we reminded them of their contract commitment (see attached contract) through 3/24/2016. This is the last we have heard from the [redacted]’s until we received this letter from Revdex.com.  YKWC policies are explained to customers before they are installed, which includes one year contract, data usage, service plans and billing.John M[redacted]PresidentYellowknife Wireless Company..

The consumer is continuing to use our internet, this is documented as they have used 14.5GB through the 5th of of November.  When a customer calls and their connection is operating properly, our techs can tell that the problem is in the customers equipment.  When they think it is the router (not a modem), we let them know we have routers they can purchase here or they can buy one at a local store (ie, [redacted]). The customer signed a one year contract, so they are in contract and will be held to that contract until March of 2016.  They are welcome to cancel, but the remainder of the contract is still their responsibility.

Complaint: [redacted]I am rejecting this response because:My husband asked the installer at the time of installation whether or not our router (modem?)  was appropriate and was told yes. 
I am quoting the technician. He used the exact word ROUTER and I wrote it down because I don't know what all the words mean and so I wrote the exact word he told me. 
The reason we continue to use the service is because we are stuck paying for it either way. 
Sadly, this company doesn't seem to care about customer relations or good will.
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: There are a additional facts. We were told to speak with technical support, which we did as we were transferred immediately by Carol.  They did some checking and told us were wrong, that our speed is just fine. Then we were told to purchase a new modem from them to increase our speed. 
Which one is it? 
We feel that every time we contact them about performance or speed, we are told to purchase something else. 
We were happy with our prior vendor for over 9 years and we are not the type to complain. 
We are seniors and don't always understand all the legalities.
We would like to have our contract waived so we can change vendors.Sincerely,[redacted]