ComplaintsforLitewire Internet Services, Inc.

• Initial Complaint

  07/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have had multiple issues where our internet has been out or not working. Litewire has never reimbursed us for when it wasn't working, I was also told they re-aimed our tower so that our internet would work, but emailed them again this morning saying we are still having issues, they then told me that they switched us to a SLOWER tower the other day, which was never communicated to me via phone or email. Why am I paying for a service that works half the time and they don't fix it or reimburse the customers? I'm paying $60 a month for internet to now be switched to a slower tower because they can't figure out the connectivity issue on their end.

  Business response

  07/21/2021

  See attached that includes:

  Per our Terms and Conditons of service that all customers must agree to as a condition of receiving the service when signing up, internet connections are provided as a best effort service. LiteWire is committed to providing the best possible service to the widest range of situations possible. In this particular case this was illusoated by the fact that the customer signed up for a plan at 8Mb/s download speed. In the years that followed, LiteWire was able to upgrade the equipment to provide 25Mb/s service at no additional cost to the customer, but a significant expense to **********************. Unfortunately, problems assoeiated with tree growth impacted the path to this option and LiteWire was forced to again change the equipment to provide stable service via another available tower which also reduced the effective plan speed to 15Mb/s. All at LiteWire's expense. This service call was performed when the customer was not at home in an effort to provide the fastest service response possible. LiteWire did send emails noting the change and at the customer's request, a much more detailed explanation of what was necessary and why. In addition, LiteWire sent out another technicien to do a secondary review and answer any additional questions, again all at LiteWire's expense.
  
  The service currently available is still nearly double the speed that the customer originally signed up for. In the future additional options to gain access to even higher speeds are likely and LiteWire is committed to providing access to those technologies to as many of our customers as possible. Until then, the service available to this particular customer is still well beyond that which was agreed to.
  

  
  

• Initial Complaint

  06/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been a customer for almost 10 years!! Have experienced terrible customer service with constant run around on issues with losing speeds and connectivity all together. Internet always goes out and no one can help you or answer the phone at the office! They charge outlandish prices for terrible service. Will avoid at all costs to send a technician out.

  Business response

  07/07/2021

  see attached:

  The complaint was filed during a network wide outage that was caused by an issue with our upstream fiber provider and lasted a total of 4 hours. During this period our phones were unfortunately affected as well. This customer's last ticket was 6 months ago when an ice storm had temporarily impacted his service. After the outage normal service was restored and we were never notified of any other problems. It does not appear that there is anything possible to repair. If assistance is needed we encourage the customer to contact us through normal channels.

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