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Complaint Details
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Initial Complaint
09/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
9/24/2022 Our internet has been out for 6 days straight. We've been digital path customers for over 10 years and have never had service be this bad. It's been Out for many days in a row over the last year maybe longer and typically out for several days each week. Too many days to count. I have called so many times to reestablish the connection that I've come to know the tech Bill pretty well. He usually figures out how to get the "relay" back up but other Techs are dismissive and just say they don't know when the service will be back on. Today after 6 days of being out I was told that they still don't have anyone to help because the nearest technician is in Mount Shasta. We can not work from home and have exhausted our efforts to connect to other service providers through our ************** hotspots. Our security systems, TV's, access gates, and computers are not working. We need a resolution and the owner to take responsibility and repair this horrendous interruption in our service.Business response
10/18/2022
Between June and August 2022, we received a handful calls from the customer regarding the speed of their service. During and shortly after all of these calls our tech support department was able to diagnose and fix the issues by rechanneling the frequencies on the relay. They also confirmed that the customers device was receiving the speeds of the plan they were paying for.
On September 4th and 6th 2022, the customer called in reporting that their service is down, we diagnosed that there was an issue with the relay the customer is connected to, and we were actively working on getting a team out there to fix it. We had teams at the relay multiple times and were unable to resolve the issue and unfortunately determined it would need to be decommissioned. As this customer was the only person currently connected to that relay, we set up the customer with a service call to upgrade them and get them connected to a different relay.
On September 26th, we went to the customers house and our field technicians were unable to get a proper line of site to the new relay. The signals being received were not sustainable, nor able to provide a quality connection. After discussion with the customer about available options at that point, it was determined that we would credit back the prior month and a half of service, and they will be closing their account to find a new provider.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.