Succeed.net

All services paid for have been rendered, and we had already agreed to provide services for one month beyond the date paid prior to this complaintWe agreed to this as a kindness to help the customer find new servicesCustomer was unhappy with a price increase more than a year ago, and we were
accommodating in providing a special case discount at that time, which was good for a yearAfter that expired, customer was offered our standard customer loyalty / year commitment discount, which she refusedThroughout that extended interaction, customer was consistently and repeatedly threatening and abusive to staffAfter several such exchanges, management decided to terminate services, crediting the customer with a month of service for free to help facilitate a change to another providerThis was made very clear, in writing and with specific dates, to the customer

Review: This companys internet service was down for 5-7 days and will not provide a credit.

I signed up for this internet service back in Nov 2012. I told them we use the IPO phones, they told me they use IPO phones also their internet service can handle these phones.

Their has been problems with service going down for 20 30 minutes at a time. We have to restart our system each time 'THAT IS DOWN TIME FOR THE COMPANY"

Two invices ago (Two Months)I asked for a credit for the 5-7 days my IPO phones were not working. I got a call today 6/24/13 from the Tech support telling me this type of internet service they told me I needed for my Phones dose not get credits I need to upgrade to a more expence plan.

They are charging for a 6 gig internet service, even today I am getting 5.04, but being charged for 6. Most of the time I am down to 4 gigs.

When I enrolled with this company their was no information telling me their internet would be down and my phone would not work.

I am looking for a credit for the internet service they are providing compare to the internet I am getting.Desired Settlement: Refund me for the service I have been receiving compare to the internet service they are providing.

Business

Response:

Business' Initial Response

We are truly sorry for the frustration. We can find no indication that this customer fixed wireless (aka Wireless DSL) internet service was offline for ever more than hours since installation. All our service speeds are listed as "up to" the speed listed and on an agreement signed by the customer. This is typical of all "best effort" fixed wireless or DSL services from any ISP company. Our dedicated and business grade Internet services do have service level agreements, but are of course, more expensive to provide and therefore priced higher.

All testing done to the customer radio hardware shows it gets full speed and is capable of at least 3 times that amount. Once it is handed off to customer via an Ethernet connection is the customer responsibility for their internal network. While I know it would be great if the ISP was responsible for your entire internet experience including all your personal hardware and third party vendors, this is not practical.

While a large number of our users enjoy the use of VOIP phones on our network, it appears this primary issue is with a third party VOIP phone provider which we have no control over, but are willing to help troubleshoot. Like all ISP's we can not guarantee our service for any purpose because there are too many third parties involved. We would be happy to escalate the troubleshooting involved to at least get to the bottom of the problem.

Our terms and conditions are located here: http://succeed.net/terms-and-conditions/

Except from our terms and conditions:

"Succeed.Net makes no warranties of any kind, whether expressed or implied, for the service it provides. Succeed.Net also disclaims any warranty of merchantability or fitness for a particular purpose. Succeed.Net will not be responsible for any damage you suffer from use of our Services. This includes, but is not limited to, loss of data resulting from delays, non-deliveries, equipment damage, or service interruptions caused by its own negligence or your negligence or misuse."

This is typical of all ISP's and not something unique about Succeed.Net services. We do hope we can help improve your experience with our service.