Lake Isle Caterers

Total Highspeed has never entered into a internet service contract with this residential customerWe operate with a terms of agreementWe have always been a pre-paid service, meaning, payment is due at the time of invoice unless a customer is enrolled in our auto-pay program; even then, services are paid for the upcoming, current monthThe speed plan this customer pays for is a residential level best effort .512Mbps download and .192Mbps upload; in April a Field Technician did a speedtest at his location and the results were .63Mbps download and .28Mbps upload with 16ms latencyThese results show that the speed being delivered was above expectations at that point in time; again, residential level plans are best effort and not guaranteed While we will not be refunding any of the late fees this customer has incurred, we would be happy to discuss upgrading his speed delivery plan with himOf course higher speed plans come with a higher paymentIf this customer would like to cancel their internet services with us, he just needs to call and let us knowWhile we do not wish to lose any customers, there would be no charge for this customer to disconnect services with us as his residential level service is not now, nor has it ever been, under contract with us

Initial Business Response / [redacted] (1000, 6, 2016/04/21) */ We contacted the customer to discuss the accuracy of our advertising, industry terminology as well as addressing his internet service needs and how we can assist in alleviating his concerns As of 4/21/this issue seems to be resolved

Initial Business Response /* (1000, 14, 2016/08/24) */
After looking into the complaint we called *** on 8/23/to troubleshoot any ongoing issues with their service we were unaware ofOur Technical Support Representative reported that they provided troubleshooting possibilities that would
relate to their usage and that *** said he would call back if any issues arise or persistWhen our Tech got off the phone he noted that *** said his service had been performing "wonderfully."
As to the one day power outage to the tower providing ***'s service; when we called *** on 7/25/to discuss the issue he reported on 7/22/16, after our business hours, he indicated that his service had been "solid since Saturday (7/23/16)." We are sorry that a power outage at our tower affected his internet service delivery late Friday (7/22/16) to Saturday (7/23/16)We will credit his account for two days of service

Initial Business Response /* (1000, 6, 2016/04/21) */
We contacted the customer to discuss the accuracy of our advertising, industry terminology as well as addressing his internet service needs and how we can assist in alleviating his concerns.
As of 4/21/16 this issue seems to be resolved.

Total Highspeed has never entered into a internet service contract with this residential customer. We operate with a terms of agreement. We have always been a pre-paid service, meaning, payment is due at the time of invoice unless a customer is enrolled in our auto-pay program; even then, services...

are paid for the upcoming, current month. The speed plan this customer pays for is a residential level best effort .512Mbps download and .192Mbps upload; in April a Field Technician did a speedtest at his location and the results were .63Mbps download and .28Mbps upload with 16ms latency. These results show that the speed being delivered was above expectations at that point in time; again, residential level plans are best effort and not guaranteed.
While we will not be refunding any of the late fees this customer has incurred, we would be happy to discuss upgrading his speed delivery plan with him. Of course higher speed plans come with a higher payment. If this customer would like to cancel their internet services with us, he just needs to call and let us know. While we do not wish to lose any customers, there would be no charge for this customer to disconnect services with us as his residential level service is not now, nor has it ever been, under contract with us.