Bays ET High Speed Wireless Internet

looking back at the tickets and call logs for this year, we've attempted several times to help the customer solve and internal congestion issue, once was a call from a fiber outage we had (8/17/2020), and resolved in 3 and half hours. Most of the customers tickets are for poor speed and our the techs have noted and attached screen shots of active traffic to the tickets, the customers connection is maxed out, one ticket was for 1 bar of wifi signal on a specific device. Unfortunately, the customer has only been argumentative about this and has been unwilling to troubleshoot so the problem can be resolved. The noted request for a credit happened november 6th, and was handled then closed by support for the same issue of congestion (screen shots attached) again the customer wasn't willing to work with support to narrow down what device in the home was using all of the bandwidth. Credits are usually denied in these situations because they cause large amounts of load on the network, especially when the customer isn't willing to go through troubleshooting steps to identify the problem. This type of problem is the equivalent of a water leak, the water company will bill a customer for all the water wasted, sometimes they credit, sometimes they don't. We don't bill for overages, however we don't issue credits when the connection is just clogged and the customer isn't willing to troubleshoot problems inside the home. We'd be more than willing to help the customer identify the problem inside the home while it is occuring, however there is nothing we can do to fix the problem when the customer refuses to follow directions from support. the most recent usage shows the customer with mild utilization and hitting past the 9mbps mark. we've tried to explain the speed in 9 mbps coming into the home, while your service is being used by more than 1 device, the speed is shared between them. with an active home network, you'll not see a speed test on a wireless device at 9mbps. the customer has repeated that they expect the network is quiet, while we see the activity. They've always disputed that fact and refused to troubleshoot so they can get all of the speed they expect to that device. The customer did get a disconnect notice for non payment recently, a payment was made and the service wasn't disconnected.

I do fully understand the frustration from slow internet, particularly now, however it is an in home problem we've offered to troubleshoot and help resolve, and that has not been well received. As far as being the only service provider, that simply isn't true. Att cell and DSL is available as well as satellite options. We are the only unlimited provider in the area.

Ma'am please look at the usage graphs, they show real time consumption of data. In every ticket from help desk, they've noted customer cannot or will not by pass to see the delivered speed, you or your daughter disputed a saturated connection every time it has been saturated. when your connection is full, we cannot just stop the traffic to all of the other devices in the home. we can only turn off or turn on. that's it. This is a common problem folks run into, and its final resolution will depend on what device is acting up. when we cannot troubleshoot with a homeowner, or they flat refused adimate that its just a problem with us and won't let us help them, we cannot get to the root cause of the problem hence the nasty reviews you've seen. we are flat stuck to do anything about those due to the nature of the problem. Your regularly consuming 9 mbps. now, are you regularly seeing that on a test? no. Why? That is due to the background activity that needs to be discovered, and handled. no amount of button pressing or work on our end with solve that. It is within the home.

I'll compare it to your water system, if both outdoor valves are open and your watering your lawn, you'd see a reduction in water pressure in side, but this is something easy to fix, just turn the outdoor water off. this is the exact same problem you are having with the internet, but its not something you can just look out the window and see. again, I invite you to troubleshoot with support to find what device is causing the problems for you. the internet feed from us to you is working as it should, and as you can see in the usage graphs, its landing and sitting at 9mbps often, which is the level of service you pay for. I'll gladly sell you business service BUT until this is fixed, you'll pay more and experience the same problem, so in good conscience, why am I going to charge you more, and let you have the same poor expecince?

These issues are easy to troubleshoot. we just need to homeowners cooperation to do so.