january 19, 2017 sharon bowers, chief, consumer inquiries ...a technician was deployed to the...

January 19, 2017 Sharon Bowers, Chief, Consumer Inquiries and Complaint Division Federal Communications Commission 445 12th Street, S.W. Washington, D.C. 20554

Spring Creek, NV 89815

Complaint No.: 1364743 Received: January 3, 2017

Dear Ms. Bowers: Frontier Communications has received notification of a complaint from the above individual. According to the complaint:

advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.

Frontier has investigated the above statements and offers the following response: Frontier reviewed account and has determined that on January 9, 2017 a port

was changed that resolved service issues.

If has any additional questions, please contact the undersigned.

We trust that this information will assist the Commission in closing this complaint. Sincerely, Robin Toso-Condon (425) 297-2004 cc:

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January 12, 2017

Federal Communications Commission Consumer and Governmental Affairs Bureau Consumer Inquiries and Complaints Division 445 12th Street SW Washington, DC 20554 Re: Eads, TN 38028

FCC IC File Number: 1364786 Response Type: NOIC-Notice of Informal Complaint Date of Notice: December 27, 2016

Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by regarding XFINITY service. On January 9, 2017, a maintenance technician was on site, and at that time the technician diagnosed and corrected the service issue by adjusting the node signal levels. On January 10, 2017, I contacted

and verified that the services were working correctly. I apologized for any inconvenience and for the overall experience while attempting to resolve this matter.

I trust this letter provides your office with information required for resolution in this matter. I am providing a copy of this letter, which includes my contact information, to should there be additional questions or concerns. Sincerely,

James G. Executive Customer Relations (256) 922-6535 cc:

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January 12, 2017 Federal Communications Commission Consumer and Governmental Affairs Bureau Consumer Inquiries and Complaints Division 445 12th Street SW Washington, DC 20554 Re:

Eads, TN 38028


Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by regarding XFINITY service. On January 9, 2017, area maintenance was completed during which time the technician replaced defective cabling, replaced the associated connections and adjusted RF levels on equipment to correct the service issue. On January 11, 2017, I contacted authorized user , verified that services are working correctly and confirmed the correct internet speed is being provided. A billing adjustment in the amount of $115.42 was applied on January 9, 2017 to compensate for the intermittent service issues from December 2016 through January 9, 2017. The credit will be reflected on the next billing statement, dated January 21, 2017. I apologized for any inconvenience and overall experience while attempting to resolve this matter.


Jason Z. Executive Customer Relations (256) 922-6531 cc:

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Spring Creek, NV 89815

Complaint No.: 1365038 Received: December 27, 2016


advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier.

Frontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including

network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.

Frontier has investigated account and has determined that resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.

Frontier dispatched a technician to residence on January 6, 2017 who cleaned up a corroded connection in the terminal; removed a bridge tap; and reprovisioned the service to the port. The service tested good to the network interface device. is going to replace the inside wire to the modem to fix the inside problem as well.


We trust that this information will assist the Commission in closing this complaint. Sincerely, Barbara Saunders 877-433-3806, Ext# 4194 cc:

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WINDSTREAM COMMUNICATIONS 1720 Galleria Blvd Charlotte, NC 28270

January 26, 2017 Federal Communications Commission Consumer & Government Affairs Bureau Consumer Complaints 445 12th St. SW Washington, DC 20554 Re: / Serve Ticket#: 1365173 To Whom It May Concern, By this letter, Windstream hereby responds to the above-referenced complaint filed by (“Customer”). From the filings, we understand that Customer is inquiring about speed issues related to its internet service. According to the Trouble Ticket history on the account, there has been one (1) ticket opened in the past ninety (90) days. To date, we tested Customer’s speed and it is trained at full rates with good margins. Customer has been connected for the last five (5) days with no drops. If Customer is having speed issues, it needs to contact our Repair group and open a Trouble Ticket. In the interest of goodwill, we’ve issued a courtesy credit in the amount of $100.00 to Customer’s account. Please accept our apology for any frustration this matter has caused and feel free to contact me if you have any questions or concerns. Sincerely,

Jennifer Plante Windstream Communications Executive Customer Relations 864-331-8290 [email protected] cc: Littlefield, TX 79339

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January 13, 2017

Federal Communications Commission Consumer and Governmental Affairs Bureau Consumer Inquiries and Complaints Division 445 12th Street SW Washington, DC 20554

Re:

Memphis, TN 38120


Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by regarding XFINITY service.

On December 24, 2016, a service call was scheduled during which time the technician diagnosed and corrected the service issue. The technician repaired an outside line. Subsequent to the technician’s visit, I contacted on December 27, 2016 and verified that services are working correctly. I apologized for any inconvenience and overall experience while attempting to resolve this matter.

I trust this letter provides your office with information required for resolution in this matter. I am providing a copy of this letter, which includes my contact information, to should there be additional questions or concerns.

Sincerely,

Samaria G.Executive Customer Relations (615) 874-7471

cc:

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.

Elko, NV 89801




Frontier has investigated the above statements and offers the following response:

Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.

Frontier reviewed account and advises that subscribes to Simply Broadband Ultra which offers speeds as fast as 12M/1M.

Frontier advises that the last report of trouble regarding Internet service was in March, 2016 and the issue was resolved at that time.

Frontier has made numerous attempts to contact and has been unable to speak with him or leave voice mail messages as the mailbox is full. If continues to experience service issues, he may contact the Internet Help Desk at 1-800-219-6877 or Frontier Repair at 1-877-600-1512 for assistance.


We trust that this information will assist the Commission in closing this complaint. Sincerely, Rachel Lockhart 425-297-2041 cc:

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January 24, 2017 Ms. Sharon Bowers Federal Communications Commission Consumer Inquiries and Complaints Division 445 12th Street, SW CY-B523 Washington, DC 20554 Re: – IC 1365259

Notice of Informal Complaint Service Date 12/27/2016

Dear Ms. Bowers: Please be advised that CenturyLink has completed a review of the informal complaint filed by . In the complaint, states that he gets 10mbps, when he pays for 40mbps. When he goes to a test site, it automatically bumps up to 40mbps, but then slows down. He uses a wired connection, and this is unacceptable. CenturyLink records show that connectivity runs from 95-110% of his provisioned speed of 40mbps, with a stable connection. Upon investigation of this complaint, a message was left for on January 17, 2016, requesting that he contact us if he still needs assistance. As of today, January 24, 2017, has not contacted us regarding this matter. If experiences service issues, he needs to contact us at 800 247-7285.

CenturyLink regrets any inconvenience may have experienced while resolving this matter.

Sincerely, Joni Duran Joni Duran cc: 930 15th St, 11th Flr Denver, CO 80202 844 840-3532 800-366-2382 fax www.centurylink.com

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888.GET.CHARTER

www.charter.com 13820 Sunrise Valley Drive Herndon VA 20171

January 24, 2017 SUBMITTED VIA FCC WEB PORTAL Ms. Sharon Bowers, Chief Consumer Inquiries and Complaints Division FCC – Consumer & Governmental Affairs Bureau 445 12th Street SW Washington, DC 20554 RE: Notice of Informal Complaint

Complainant: FCC Serve Ticket Number: 1365276

Dear Ms. Bowers: Time Warner Cable (“TWC”) hereby submits its response in the above-referenced matter. Please note that TWC is now part of Charter Communications, Inc. A technician was deployed to the customer's address and discovered a defective fitting behind the modem. The technician replaced the fitting and removed an unnecessary pad. The customer’s modem was replaced upon his request. Finally, the technician tested the service and verified that our services were then operating at the expected level of service. Please note that the customer subscribes to our Internet tier that provides speeds of up to 100 Mbps. The technician confirmed that the customer is receiving that level of service. should contact Customer Care at 888-892-2253 with any further concerns. We regret any inconvenience may have experienced. Please do not hesitate to contact us if you have any questions.

Respectfully submitted, /s/

Jaime Boggio Paralegal, Regulatory Compliance

cc:

. Northridge, CA 91326

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7310 Miramar Rd. Ste. 600 San Diego, CA 92126 P: 866-759-7483 F: 858-812-5299 www.skyriver.net

April 6, 2017 RE: FCC Response, Acxess Spring, Ticket #1365855 We provisioned fixed wireless broadband Internet, 6 Mbps /6 Mbps for Acxcess Spring on December 15, 2015. Since the customers intended to use the service for VoIP, we communicated that we require a completed VoIP /QoS questionnaire so that we can configure QoS/prioritize VoIP traffic accordingly with their network requirements. The form was sent to the customer prior to provisioning the service, and multiple times over the next 10 months, but to no avail. Throughout the conversations detailed below, several key issues need to be noted:

• Test after test showed the customer continued to saturate their Internet connection

• When bandwidth was increased from 6 Mbps symmetrical to 10 Mbps symmetrical, the link continued to be saturated.

• Customer did not know what sources or which company users were overloading her Internet connection.

• The customer did not understand that insufficient bandwidth/saturating the connection would affect latency, jitter and packet delivery

• The customer did not understand the impact of a saturated link on VoIP • The customer did not understand the importance/impact of QoS to prioritize

VoIP traffic to improve call quality. • The customer failed to provide QoS information or configure their own network

for 10 months, despite multiple attempts by our support team and our sales representative.

• The bandwidth tests the customer performed were “Internal tests” that did not measure the full Internet connection, but instead reflected the available bandwidth not being actively consumed by their network.

December 28, 2015 - as noted by the customer, they contacted our support team regarding choppy VoIP service and perceived lesser bandwidth. We tested the connection and saw that the link was in fact delivering the required 6 Mbps/6 Mbps bandwidth, but that the link was being saturated/maxing out. We communicated that:

• The type of test they ran was not an accurate measure of the full Internet connection, but instead showed available bandwidth that was not being actively consumed by their network.

• Insufficient bandwidth/link saturation is impacting VoIP quality • Packet prioritization would help VoIP quality and that we still had not received the VoIP

questionnaire.


• We temporarily increased the bandwidth to 10 Mbps /10 Mbps at no additional charge (bandwidth was increased for a month).

Jan 12, 2016 - Customer notified us of slow speeds. We spoke to Victor, the customer’s outsourced Network Admin and communicated:

• Despite the additional bandwidth provided at no charge, (10 Mbps /10 Mbps) the link continues to be saturated.

• We still have not received the VoIP questionnaire, and we emailed it again for customer to complete

• We recommended that the customer develop policy to shape traffic /rate limit lesser priority traffic.

Jan 22, 2016 - Our support team contacted customer asking for completed VoIP questionnaire Jan 25, 2016 - Our support team contacted customer for VoIP questionnaire. Customer said form would be returned on Jan 26, 2016, but it was not returned. Jan 28, 2016 - Our support team contacted customer and informed them that the connection was still maxing out and requested an update on receipt of the VoIP questionnaire. Customer said their VoIP provider does not configure QoS - customer did not understand that they need to configure. We advised customer that their IT should be able to configure QoS for them. March - we notified the customer that we received multiple Torrant notices for copywriting infringement for their account. (Mar 4, March 7, and 4 notices on March 21) and that they were in violation of the service agreement. The customer was unaware and asked for info. We advised her that we have no way of determining which user/computer is involved, and referred her to her IT Admin and firewall logs. (Case 00057065 customer referenced) Mar 31, 2016 - Our networking monitoring tools alerted us that the connection showed high latency due to constant saturation. We proactively notified the customer that the link was maxing out. Apr 2, 2016 - Our networking monitoring tools alerted us that the radio was not active. We contacted the customer, left a voicemail to see if the radio was unplugged or if company had experienced a power outage. No response from customer. (Case 00057485 customer referenced.) We continued monitoring for over a month. April 4, 2016 - (Same case) Radio test showed it was active and continued to be active. Case closed on May 12, 2016) Jul 7, 2016 - The customer increased the connection to 10 Mbps / 10 Mbps Aug 4, 2016 - Customer reported VoIP issues to sales rep. Our support team tested the link and it was “clean” - was operating well within the SLA guarantees - but saturated. We emailed a VoIP questionnaire once again. Customer responded that they did not know the info for QoS and returned the form without the required info to configure QoS. (Case 00061258 customer referenced)


Sept 1, 2016 - Customer and Customer’s VoIP provider conferenced with our technical support to report VoIP issues, 200ms latency and packet loss. Our team tested the link in real time and confirmed the connection was saturated. Customer emailed tech support asking where the high usage was coming from. Our team advised on possible applications, and asked her to consult her IT Admin. Sept 2, 2016 - Customer asked about QoS options and our support team informed her that they must configure QoS on their router. Customer said she would pass info to her IT Admin. Sept 21, 2016 – Slow speeds were reported. Test showed connection was clean - was operating well within the SLA guarantees. Our team sent VoIP form again. Sept 23, 2016 - Our team tested the link and it was clean - was operating well within the SLA guarantees Oct 4, 2016 - Customer called and our team tested link and showed intermittent saturation and slight latency (50ms). Our team once again explained the need for QoS and that connection gets saturated. Customer informed us that they hired Dutale to sell them another Internet connection and we need to speak with them. Our team communicated with Dutale that the connection is being saturated and that QoS was needed. Oct 6, 2016 - Our support team sent email offering assistance. Dutale was unaware of need for QoS form and she confirmed that customer did not have QoS configured. She agreed to return the form. Oct 10, 2016 - Dutale contacted Customer Loyalty and requested cancellation. We explained that we have actively been trying to configure QoS for 10 months and have not received the required information, as a result, their contract is still active. Oct 12, 2016 - Our support team left a message with Dutale requesting VoIP QoS form. Oct 18, 2016 - VoIP from returned. Oct 19, 2016 - Skyriver configured QoS Oct 28, 2016 - Dutale called and reported more VoIP issues. Our team tested the link and it was clean - was operating well within the SLA guarantees. Despite the tests showed the connection was operating well within the SLA, the team proactively migrated the connection to another sector. Oct 31, 2016 - Dutale reported minor VoIP issues, but confirmed improvement. Link tested clean, but saturated. Our team advised Dutale to contact customer’s IT and enable rate limiting or determine where traffic is coming from to stop connection saturation. Nov 15, 2016 - Customer reported VoIP issues. Our support team found two things: link was being saturated intermittently, and QoS had not been reconfigured on Oct 28 after migration to new sector. QoS was configured, and iPerf test and subsequent tests showed link was clean.


Nov 17, 2016 - Our support team proactively tested the link, link was clean - was operating well within the SLA guarantees. Nov 22, 2016 - Skyriver field tech met Dutale at site, performed tests and the link was clean - was operating well within the SLA guarantees. Customer still wanted to be released from contract. Nov 28, 2016 - Customer wanted to be released from contract citing SLA was not met. Team confirmed SLA was being met and sent SLA to customer. Jan 18, 2016 - notified Skyriver that they have brought in new service for customer and they are terminating the contract. Skyriver released Acxess Spring without termination fees despite customer did not configure VoIP as ANY provider would expect. In summary, Skyriver made numerous attempts to help the customer work through the link saturation issues, and encourage them to configure QoS for VoIP, develop and implement rate limiting policy, etc. They did not configure VoIP as ANY provider would expect. Skyriver continuously went above and beyond “reasonable efforts” to help the customer understand how their high demand for bandwidth saturated the link, affecting latency and packet delivery. And especially in these instances, QoS must be configured to improve VoIP experience. The Skyriver SLA guarantee was met. We performed multiple tests and saw no latency or packet delivery issues that were not a result of the customer saturating their connection, and at no time did we see SLA guaranteed uptime not achieved, or 100% CIR not achieved. Customer relied on internal tests that did not measure the full Internet connection, but instead reflected the available bandwidth not being actively consumed by their network. See attached SLA with service boundaries defined in the attached. After much due diligence of working with the customer and educating the customer, we released the customer from the contract even though we clearly met the SLA guarantee.

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Kayenta, AZ 86033




indicates that Frontier is a monopoly Internet provider.



Frontier tested the access line and found that Internet speeds were within an acceptable range.

Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in area at this time.

Frontier is not a monopoly provider in any of its service areas. All areas where Frontier provides service are open to competition from any provider that chooses to provide service, including wireless operators and satellite operators. Frontier is committed to delivering the highest quality Internet in its often rural and high-cost service areas.


We trust that this information will assist the Commission in closing this complaint. Sincerely, Amanda Burkett (425) 257-4220 cc:

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INVESTIGATION SUMMARY:

1/5/2017Date:

Response to Notice of Informal Complaint (NOIC)

Complainant's Name:

File No.:

Response Type:

Service Date:

Internet

12/28/2016

AT&T received a notice from the Federal Communications Commission on behalf of regarding Internet speed concerns. AT&T records indicate the account holder is and confirmed was authorized on the information provided.

On 12/28/2016, AT&T contacted to acknowledge receipt of her complaint and to confirm any additional details pertaining to her issue.

AT&T investigated and determined that a technician was dispatched on 12/24/2016 to restore the quality of service and confirmed all tests passed. AT&T spoke with on 12/28/2016 and confirmed her service was currently working. AT&T issued a credit of $100.00 which will appear on AT&T statement within one to two billing cycles.

issues have been addressed and AT&T provided contact information should she have any further questions or concerns. AT&T regrets any inconvenience caused by this matter.

Please refer any additional questions, requests, or correspondence specific to this case to Linda Dixon at [email protected] or (678) 917-1136.

Sincerely,

Manager - Office of the PresidentAT&T Services Inc.

1366032

Linda Dixon

cc:

Federal Communications CommissionConsumer & Government Affairs Bureau Consumer Complaints Division445 12th StreetWashington, D.C. 20554

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Date Printed: 1/5/2017

FCC Appeals Bureau AT&TRoom 1110.E3308 S. Akard St. Dallas, TX 75202

P: 1-800-288-2020

F: 281-664-5370

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Harveys Lake, PA 18618 FCC IC File Number: 1366168 Response Type: NOIC-Notice of Informal Complaint Date of Notice: January 9, 2017

Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by regarding XFINITY service. On January 12, 2017, I spoke with , advising him that his concerns had been escalated to our technical operations management staff for further review. I apologized for any inconvenience and overall experience while attempting to resolve this matter. On January 13, 2017, our technical team identified noise feedback into our network from an address on our node. The feedback was filtered and any impact to the network was mitigated. Our technical team confirmed all levels on the node and to residence are within specification. Though attempts to follow up with were unsuccessful, my office’s contact information was left by voicemail and email.


Darin T Executive Customer Relations 888-966-7534 cc:

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Tacoma, WA 98409


Dear Sir/Madam: This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by regarding XFINITY service. On January 6, 2017, a service call was completed during which time the technician diagnosed and corrected the service issue by replacing wiring connections inside of home. On January 17, 2017, I contacted and verified that the services were working correctly. A service call adjustment in the amount of $70.00 was applied to the account on January 11, 2017, and as a courtesy for the loss of service, a credit in the amount of $40.00 was applied to the account on January 17, 2017. These credits, totaling $110.00, will appear on the billing statement dated January 23, 2017. I apologized for any inconvenience and for the overall experience while attempting to resolve this matter. I trust this letter provides your office with information required for resolution in this matter. I am providing a copy of this letter, which includes my contact information, to should there be additional questions or concerns. Sincerely, Cheyenne S Executive Customer Relations Comcast |West Division M-F 8:30AM-5:00PM MST (888) 966-7794 EXT. 3025551 cc:

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Collierville, TN 38017


Dear Sir/Madam: This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by regarding XFINITY service. On December 27, 2016, a service call was completed during which time the technician diagnosed and corrected the service issue. The technician replaced a defective drop. Subsequent to the technician’s visit, I contacted on January 2, 2017 and verified that services were working correctly. A credit of $20.00 was applied to the account on December 27, 2016 for a missed appointment and appeared on the billing statement dated January 10, 2017. I apologized for any inconvenience and for the overall experience while attempting to resolve this matter. I trust this letter provides your office with information required for resolution in this matter. I am providing a copy of this letter, which includes my contact information, to should there be additional questions or concerns. Sincerely, Shandra A Executive Customer Relations (615) 750-8944 cc:

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February 8, 2017 FCC Consumer Information Bureau Federal Communications Commission 445 12th Street, SW Washington, DC 20554 Re: Serve ticket # 1366278 Dear FCC: This letter acknowledges our receipt of the notice of the complaint filed by . We look forward to addressing our customer’s concerns and resolving this matter. From the filings, we understand that the customer is inquiring about the delay in having her high speed internet upgraded. This is associated with With respect to Windstream’s response, I have been working with my engineering. Provisioning and local operations teams on a resolution. New equipment was installed and at the time order was placed the equipment turn up and testing had not been completed causing a delay in having the upgrade completed. Per local operations the order to upgrade service to the higher speed was completed 2/7/2017. At this time the speed issues have been resolved but we are experiencing an issue with the telephone service. A critical ticket has been opened for the phone issues and we are working to have this resolved as soon as possible.

was issued a full month of credit for the internet service in November due to the delay and missed appointments. I have reached out to via email today advising of all that was being done and to give my contact information if she would need any further assistance. We regret any inconvenience this matter may have caused . Windstream appreciates her business. Please feel free to contact me if you should have any additional questions or concerns. Thank you, Kelly McCammon Windstream Communications Executive Customer Relations 800-326-6314 CC:

South Shore KY 41175

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Oakland Park, FL 33309


Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by regarding XFINITY service. On December 28, 2016, a service call was completed during which time the technician diagnosed and corrected the service issue by replacing the external drop connections, the inside splitters, and the defective inside wiring at home. A Comcast modem was installed in the place of the customer owned modem. On December 28, 2016, I contacted and verified that services were working correctly. As a courtesy, a credit in the amount of $20.00 was applied to the account on January 18, 2017 for inconvenience, and will be reflected in the statement dated February 14, 2017. I apologized for any inconvenience and for the overall experience while attempting to resolve this matter.


Richard C. Executive Customer Relations (561) 227-3424 cc:

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To: From: Daniel E Jones Complainant: FCC Serve Ticket #: 1366566 Date: 1/23/2017 ________________________________________________________________________ Dear This is in response to the above referenced FCC complaint received by Atlantic Broadband. Our technical team contacted in order to understand his issue. This customer filed a complaint in regards to slow download speed on his internet service. One of our technical support supervisors followed up with on December 29, 2016 to help him troubleshoot his speed complaint. They had determined scheduling a field technician to home would be the best course of action to resolve the speed issues. A trouble call was scheduled for January 5, 2017; however refused access to his home during this appointment, so our technician was not able to help him. We have attempted to follow up to to reschedule an appointment. However, after numerous attempts, we could not make contact nor is he returning our calls. Without access to this customer’s home and we find it difficult to accurately diagnosis the problem. If you have any questions please feel free to contact me. Sincerely, Daniel E. Jones Tech Support Manager 120 Southmont Blvd Johnstown, Pa 15905 814.534.8188

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January 30, 2017 Federal Communications Commission Consumer & Government Affairs Bureau Consumer Complaints 445 12th St. SW Washington, DC 20554 Re: / Serve Ticket#: 1366622 To Whom It May Concern, By this letter, Windstream hereby responds to the above-referenced complaint filed by (“Customer”). From the filings, we understand that Customer is inquiring about his Windstream internet service performance associated with phone number With respect to Windstream’s response, Windstream acknowledges some Stilwel, Oklahoma customers have been experiencing high speed internet issues. This is a result of the tremendous growth in Internet usage over the past few years as well as the challenging economics of serving rural and remote areas with broadband. Unfortunately, our records indicate service address will likely not benefit from any of our scheduled upgrades. Given existing high speed internet issues, will continue to receive a $10.00 discount each month. If finds this information unacceptable, he may want to explore alternate service options such as Internet via satellite. For example, Dish Net through Dish Network is a service that may be available to him and bundled with his Windstream billing account. He may call us for more information regarding this product. Please accept our apology for any frustration this matter has caused and feel free to contact me if you have any questions or concerns. Sincerely,

Jennifer Plante Windstream Communications Executive Customer Relations 864-331-8290 [email protected] cc: Stilwell, OK 74960

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March 20, 2017 Federal Communications Commission Consumer & Government Affairs Bureau Consumer Complaints 445 12th St. SW Washington, DC 20554 Re: / Serve Ticket#: 1366622 To Whom It May Concern, By this letter, Windstream hereby responds to the above-referenced complaint filed by (“Customer”). From the filings, we understand that Customer is inquiring about further concerns about his Windstream internet service performance associated with phone number With respect to Windstream’s response, we have reviewed additional concerns. At this time, we have no new information that would change our previous position. will continue to receive the $10.00 credit.

also has the option of satellite internet service. For example, Dish Net through Dish Network is a service that may be available to him and bundled with his Windstream billing account. He may call us for more information regarding this product. Please accept our apology for any frustration this matter has caused and feel free to contact me if you have any questions or concerns. Sincerely, LaToya Kerson Windstream Communications Executive Customer Relations 704-814-2564 cc: Stilwell, OK 74960

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12/30/2016Date:


Complainant's Name:

File No.:

Response Type:

Service Date:

Internet

12/27/2016

AT&T received a notice from the Federal Communications Commission on behalf of regarding Internet speed issues. AT&T records indicate the account is in the name of and confirmed was authorized on the account information provided.

On 12/20/2016, AT&T contacted acknowledge receipt of his complaint and to confirm any additional details pertaining to his issue.

AT&T investigated and determined that experiences Internet service problems when playing games wirelessly through gaming consoles and devices. On 12/21/2016, AT&T spoke with regarding his service concerns. AT&T verified that during s last Technician dispatch, his service was testing within the correct speed range to which he subscribes and no connectivity problems were found. AT&T explained the difference between Wi-Fi connections versus direct Ethernet connections and advised that gaming wirelessly is known to be more bandwidth intensive, resulting in slower connectivity. AT&T offered to dispatch another Service Technician however, declined.

’s issues have been addressed and AT&T provided contact information should he have any further questions or concerns. AT&T regrets any inconvenience caused by this matter.

Please refer any additional questions, requests, or correspondence specific to this case to Maya Neely at [email protected] or (317) 265-5726.

Sincerely,


1366629

Maya Neely

cc


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P: 1-800-288-2020

F: 281-664-5370

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January 24, 2017 Sharon C. Bowers, Division Chief Consumer & Governmental Affairs Bureau Consumer Inquiries and Complaints Division Federal Communications Commission 445 12th Street, SW, 5-A847 Washington, D.C. 20554 RE: FCC Serve Number 1366633 NOIC Serve Date: 12/28/16 Dear Ms. Bowers, This letter is in response to the informal complaint case cited above where expresses concern with DSL service. TDS advertises that DSL speeds and availability vary. Speed plans are “up to” and not guaranteed. Unfortunately TDS cannot offer faster internet speeds at this time. cancelled service on 12/27/16. On 12/29/16 she spoke with our senior advisor who agreed to provide a credit of $58.18. The customer may contact TDS Telecom at 888CALLTDS (888-225-5837) or send webmail or chat request at www.tdstelecom.com for any questions. Sincerely, Pam Trickel TDS Telecom cc:

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Federal Way, WA 98003


Dear Sir/Madam: This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by regarding XFINITY service. On December 29, 2016 I contacted , and he stated that the services were working correctly. I verified remotely that signal levels were within Comcast specifications. advised that he ran a speed test, and he was receiving adequate speeds. As a courtesy, I applied a free DVR promotion for 12-months to lower his bill. The DVR promotion started on December 29, 2016 and will expire on December 28, 2017. was satisfied, and I apologized for any inconvenience and for the overall experience while attempting to resolve this matter. I trust this letter provides your office with information required for resolution in this matter. I am providing a copy of this letter, which includes my contact information, to should there be additional questions or concerns. Sincerely, Marc D. Comcast | Executive Customer Relations (888) 966-7794 Ext. 3025525 cc:

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January 13, 2017

Federal Communications Commission Consumer and Governmental Affairs Bureau Consumer Inquiries and Complaints Division Consumer Services Division 445 12th Street, S.W. Washington, D.C. 20554

Re:

Berkley, MI 48072


To the Commission:

This letter is in response to the above-referenced complaint submitted to the Commission by

In certain markets, Comcast has implemented a usage-based billing approach that relieves users who use less Internet data from paying the same price as heavier end users, while enabling those heavier end users to continue using as much data as they want without being subjected to a hard cap. This pro-consumer policy helps to ensure that Comcast’s customers are treated fairly, such that those customers who choose to use more Internet data can pay more to do so, and those customers who choose to use less, pay less.

On November 1, 2016, Comcast implemented a data usage plan that establishes a usage threshold of 1 TB per month for all of its residential XFINITY Internet customers in ’ area. Our typical XFINITY Internet customer uses only 60 GB or 6 percent of 1 TB per month. Those very few customers who wish to use more than 1 TB per month will be provided additional buckets of 50 GB for $10 each, with total overage charges capped at $200 per month, or if they prefer to avoid unexpected overages, they can sign up for an unlimited data plan for an additional $50 per month. Under this policy, which is described in detail online, customers are given two courtesy months during which they will not be billed for exceeding their data usage threshold.1 If the threshold is exceeded a third time, no further courtesy months will be provided.

Affected customers were notified of the data usage plan policy via U.S.P.S. mail and/or email approximately one month prior to its implementation. New customers receive a link to the data usage policy via email during the first week of their XFINITY Internet service. The policy and frequently asked questions are available for review online.2 Comcast also provides customers with the following methods of data tracking and notification:

1 http://customer.comcast.com/help-and-support/internet/data-usage-plans-expansion 2 http://customer.comcast.com/help-and-support/internet/data-usage-plans-expansion

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An individualized data usage meter for every XFINITY Internet account is available online upon log in.3

Automatic notification will be sent to customers who have reached 90, 100, 110 and 125 percent of their data usage allotment.

I trust this letter provides your office with the information required in this matter. I am providing a copy of this letter to so we can be contacted with any further questions or concerns.

Sincerely,

Customer Security Assurance 720-616-7739

cc:

3 https://customer.comcast.com/secure/usagemeterdetail.aspx

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December 28, 2016 VIA Mail

United States Government Federal Communications Commission Consumer and Government Affairs Bureau Consumer Inquiries and Complaints Division 445 12th Street, SW Washington D.C., 20554 Re: , #1366826 We are in receipt of your letter dated 12/25/2016 regarding the above customer of WOW! Internet, Cable and Phone. Following each issue is the resolution or the attempt, from WOW!, to resolve. According to the complaint received from your department, the customer has the following issues.

Complaint: We signed up for WOW with 300MBPS Download speed. Currently we are receiving only around 10MBPS average since we signed up for the speed on December 12th. We were promised on the initial call with them that they would guarantee 80% of the speed that we pay for and we're only getting around 3%.

Findings: We received a complaint from this customer in regards to his internet speed issues. We had a technician come out to the home who resolved the service issues and we issued a onetime credit to his account for the service issues. We are assuming this issue closed as they have indicated they are satisfied with the resolution. Sincerely, Ashley Smith Executive Response Team WOW! Internet, Cable and Phone 866-740-0119 719-388-1038 – FAX

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The customer was not paying for the higher speed service that he had requested. We had sent numerous technicians out to check on the reported problems and discovered the customer was not paying for the speed that he had requested. He was receiving the speed he was currently paying for at the time. I informed him that to receive the higher speed he would have to pay the rate for the higher speed just like every other customer. Aaron that he refers to in the complaint is not a manger and has no authority to authorize a "free upgrade". Also we have no control over the ping times to certain web site nor do we guarantee ping times on any of our offered services.


February 1, 2017 FCC Department Division Chief Consumer Information Bureau Federal Communications Commission 445 12th Street, SW Washington, DC 20554 Re: #1366867 Dear FCC, This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by

From the filings, we understand that the customer is inquiring about his Windstream internet service performance associated with phone number 1. With respect to Windstream’s response, our records indicate that an area wide issue had been identified that was causing customer’s on a certain piece of network to experience internet trouble. Once the outage was identified our engineering team worked on a plan to move customer’s off the piece of equipment causing the trouble to a different piece of equipment. was moved to the new equipment on January 31, 2017. A technician did try to follow up with , but he was only able to leave a message. A credit of $40.85 has already been applied to account for the trouble. If he is still experiencing trouble he can reach back out to me directly and our technical support is available 24/7 at 800/347/1991. We regret the inconvenience of this situation. Windstream appreciates business. Please feel free to contact me if you should have any additional questions or concerns. Sincerely, Tiffany Morris Windstream Communications Executive Customer Relations 800-326-6314 CC: Johnsonburg, PA 15845

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200 Jericho Quadrangle, Jericho, NY 11753

January 25, 2017 VIA WEB SITE

Federal Communications Commission Consumer & Governmental Affairs Bureau 1270 Fairfield Road Gettysburg, Pennsylvania 17325-7245 Attn: Ms. Sharon Bowers, Division Chief Consumer Inquiries and Complaints Division Re: Serve Ticket #: 1366875 (Optimum) ( )

, Cedar Knolls, NJ 07927 Dear Ms. Bowers: The complaint filed by the above-referenced consumer has been forwarded to my attention for investigation and handling. In his complaint, states he is receiving slow internet speeds despite multiple contacts to Optimum for assistance. Our records reflect that contacted Optimum technical support once in 2016 to report slow speeds on 5/23/16. At that time, troubleshooting was ineffective and a service call was recommended; however, declined the appointment after being informed of the potential fees associated with the visit in the event that it was determined that the issue did not relate to Optimum’s network or equipment. Additionally declined the option to subscribe to the Service Protection plan, at a monthly subscription fee, which would have waived any fees for service visits associated with non-Optimum issues related to interior wiring, connectors, and customer-owned equipment. informed our representative that he must first seek the approval of his landlord before committing to a service visit; however, he has not contacted Optimum since this date to schedule an appointment for repairs. In response to the complaint, Optimum has attempted multiple contact efforts by phone as well as mailed a letter in an effort to discuss the above with ; however, he has not responded to our contact attempts and remains unavailable for a discussion. If you have any additional questions, please feel free to contact me at 631-846-5317. Very truly yours,

John Morello Vice President, Quality & Operations Customer Experience cc

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888.GET.CHARTER

www.charter.com 12405 Powerscourt Drive St. Louis, MO 63131

January 26, 2017 VIA ELECTRONIC FILING Federal Communications Commission Consumer & Governmental Affairs Office 445 12th Street, SW Washington, D.C. 20554 Re: Notice of Informal Complaint Complainant: FCC Serve Ticket Number: 1367004 Date Served from FCC: 12/27/2016 Dear Sir/Madam: Charter Communications (“Charter”) received notice from the Federal Communications Commission regarding the above-referenced Notice of Informal Complaint (the “Notice”). This correspondence is Charter’s response to the Notice. On December 28, 2016, after monitoring services, Charter’s technicians were able to locate and repair the issue. Following the repair, service was operating at the expected level of service. A credit in the amount of $39.99 was posted to account on January 3, 2017. Charter’s direct contact information was provided to for future reference. Regards,

David Oldani Regulatory Specialist cc:

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January 30, 2017 Federal Communications Commission Consumer & Government Affairs Bureau Consumer Complaints 445 12th St. SW Washington, DC 20554 Re: / Serve Ticket#: 1367054 To Whom It May Concern, By this letter, Windstream hereby responds to the above-referenced complaint filed (“Customer”). From the filings, we understand that Customer is inquiring about in interference issues with its Wi-Fi connection. Please be advised that Customer has a door bell system that is not working and runs off of its Wi-Fi signal. On January 17, 2017, Customer contact us to open a Trouble Ticket for this issue. Upon troubleshooting it was determined that all of Customer’s Windstream devices were working properly with no signal issues. At that time, we advised Customer that we are not responsible for any 3rd party equipment such as the doorbell. Please note that the doorbell requires 3 MB connection however, Customer is only subscribed to 1.5 MG (upload) and is pulling full rates. Our technician offered to move Customer’s modem to a more centralized location in the home but Customer declined. Please accept our apology for any frustration this matter has caused and feel free to contact me if you have any questions or concerns. Sincerely,

Jennifer Plante Windstream Communications Executive Customer Relations 864-331-8290 [email protected] cc:

Nicholasville, KY 30356

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Montgomery, MI 49255



is requesting the speed that is advertised in his area, but he has been informed that he cannot receive those speeds because of his location. indicates that this is false advertising.


As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee. Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed. Service subject to availability.” As a result, is subscribing to the service tier for speeds as fast as 6 Mbps and receives speeds as fast as 3.71 Mbps. is subscribed to Internet service at the lowest rate available – $19.99 per month.


We trust that this information will assist the Commission in closing this complaint. Sincerely, Enrique "Henry" Aldape 844-320-4445, Ext# 111-1018 cc:

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Dover, MA 02030


Dear Sir/Madam: This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by , an authorized user on the account of , regarding XFINITY service. On December 28, 2016, I communicated with via email regarding his internet concern.

owns his modem. Although we are unable to troubleshoot his owned equipment, he was offered a complimentary trouble call to have a technician investigate what could be contributing to his connectivity and speed concerns. did not respond to that offer so no service call has been scheduled for him. Without cooperation from we will be unable to determine the cause of his reported service issues. I apologized for any inconvenience and overall experience while attempting to resolve this matter. I trust this letter provides your office with information required for resolution in this matter. I am providing a copy of this letter, which includes my contact information, to should there be additional questions, concerns or should he wish to set up a service call. Sincerely, Cheryl Jacqueson Executive Customer Relations (617) 765-4790 Ext. 5644283 cc:

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08:01:49 AM Central time. If you change your mind and wish to file an appeal, you can do so up until12/26/2016 at 08:01:49 AM Central time,by going to activate.verizon.net/Appeal for information on how tofile an appeal with the American Arbitration Association (AAA). If AAA notifies us that you successfullyfiled an appeal, then we will suspend the speed reduction to your service until after AAA makes its decision.Please see "If you chose Option 3 Appeal" below for more information on the appeal process. If you chose Option 3 Appeal,You will need to complete your appeal submission by 12/26/2016 at 08:01:49AM Central time. If AAA notifies us that your appeal has been successfully filed, then we will suspend thespeed reduction to your service until after AAA makes its decision. If the AAA finds in your favor onappeal, no temporary speed reduction will be applied to your service and all notices of alleged infringementassociated with your account at that time will be removed from your account record. If your appeal isunsuccessful, then the speed of your Internet service will be temporarily reduced to a maximum of 256 kbpsdownstream / 128 kbps upstream for a period of two (2) days. Note that there is a $35.00 fee (payable to theAAA) to file for an independent review, and the fee will be refunded if your case is successful. Will you share my information with anyone because of this acknowledgement? No. Verizon respects your privacy and we will not provide your identity or information about your accountas part of the copyright alert program unless we receive a subpoena or other legal process (such as a courtorder) requesting your identity. As part of the independent review process, we may, with your consent,provide certain account-related information to AAA; however, we will not provide your identity orinformation to the copyright owners. Will I receive additional Copyright Alerts? If you did not elect to seek independent review with AAA, and we continue to receive notices of possibleinfringement regarding your account, we will notify you by redirecting your browser to inform you of theadditional alert and apply a second temporary reduction in your Internet speed for a period of three (3) daysunless you choose to seek review by the AAA. If you sought independent review by AAA, and AAA findsin your favor, all notices of alleged infringement associated with your account at that time will be removedfrom your account record; however, if we receive more notices after your appeal has been decided, then youwill receive additional copyright alerts. Where can I obtain more information regarding the Copyright Alert Program? To review frequently asked questions about copyrights, learn about our copyright alert program, or getinformation on where to obtain legitimate copies of copyrighted music or videos, please visit verizon.com/CopyrightFaq or copyrightinformation.org. We appreciate your immediate attention to this matter. We trust that this information will assist you in closing this complaint. We apologize for any inconveniencethat has experienced as a result of the above matter. Should the Federal CommunicationsCommission have any questions, please contact S. Kashif using the contact information you have on file. Sincerely, Melanie CVerizon Executive Relations Team(804) 772-7954 cc: (b) (6)

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888.GET.CHARTER




Dear Ms. Bowers: Time Warner Cable (“TWC”) hereby submits its response in the above-referenced matter. Please note that TWC is now part of Charter Communications, Inc. A technician was deployed to the customer's address, swapped out the modem, and reconfigured the equipment to accommodate his different devices. Please note that various factors can affect performance at a specific time, including but not limited to, number of devices connected, location of the equipment and devices, and the use of a WiFi network. The technician confirmed that the customer’s services were operating at the expected level of service after the work was completed. should contact Customer Care at 888-892-2253 with any further concerns. We regret any inconvenience may have experienced. Please do not hesitate to contact us if you have any questions.



cc:

Richardson, TX 75080

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January 11, 2017

Federal Communications Commission Consumer and Governmental Affairs Bureau Consumer Inquiries and Complaints Division 445 12th Street SW Washington, DC 20554

Re: Monroe, GA 30656


Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by regarding XFINITY service. On December 29, 2016, I spoke with (an authorized user on the account) and confirmed that the damage claim has been referred to Unicall Insurance Company. I provided with the Claim Number (P505386354) and contact number (800) 852-6662. On December 29, 2016, a Comcast technician addressed the service issues by replacing the modem. I confirmed the resolution with on December 29, 2016. I apologized for any inconvenience and overall experience while attempting to resolve this matter. I trust this letter provides your office with information required for resolution in this matter. I am providing a copy of this letter, which includes my contact information, to should there be additional questions or concerns. Sincerely,

Maya N. Executive Customer Relations (615) 874-7479 cc:

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Brentwood, TN 37027


Dear Sir/Madam: This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by regarding XFINITY service. On January 2, 2016, a service call was scheduled during which time the technician diagnosed and corrected the service issue. The technician adjusted signal levels at the node. Subsequent to the technician’s visit, I contacted on January 2, 2016 and verified that services are working correctly. A credit in the amount of $50.00 was applied to the account on January 3, 2017 to cover a past service call fee. The credit will appear on the next billing statement dated January 24, 2017. I apologized for any inconvenience and overall experience while attempting to resolve this matter. I trust this letter provides your office with information required for resolution in this matter. I am providing a copy of this letter, which includes my contact information, to should there be additional questions or concerns. Sincerely, Tina J. Executive Customer Relations (615) 750-8992 cc:

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Libby, MT 59923




indicates that Frontier is a monopoly Internet provider. advises Frontier is falsely advertising their Internet service as broadband.


Frontier advises that Internet service speeds are based upon many factors; including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.

Frontier has investigated account and has determined that resides in an area where high Internet usage during peak periods could be

affecting Internet service speeds. Frontier advises that it is continually working to improve its network and its customers’

experience; however, Frontier has no specific plans for upgrades in area at this time.

Frontier is not a monopoly provider in any of its service areas. All areas where Frontier provides service are open to competition from any provider that chooses to provide service, including wireless operators and satellite operators. Frontier is committed to delivering the highest quality Internet in its often rural and high-cost service areas.

Frontier advises that the FCC does not mandate minimum broadband speeds. The FCC’s decision to define “advanced telecommunications capability” under 47 U.S.C. § 1302 has created significant confusion in this regard. This definition has no direct impact on the speeds that Internet service providers deliver to customers.

Frontier advises that pays $19.99 per month for his Frontier Internet service, which is the lowest price available.

Frontier’s technical support team has attempted unsuccessfully to speak with and has provided him a direct contact number, should he require additional

assistance. If has any additional questions, please contact the undersigned.

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Sharon Bowers Division Chief – Consumer Inquiries and Complaint Division Consumer and Governmental Affairs Bureau Page 2 We trust that this information will assist the Commission in closing this complaint. Sincerely, Rachel Lockhart 425-297-2041 cc: (b) (6)

January 19, 2017 Federal Communications Commission Consumer and Governmental Affairs Bureau Consumer Inquiries and Complaints Division 445 12th Street SW Washington, DC 20554 Re: Port Charlotte, FL 33953


Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by regarding XFINITY service. On January 4, 2017, the Comcast maintenance team replaced a node connector which corrected signal issues within area. On January 6, 2017, a service call was scheduled during which time the technician diagnosed and corrected the service issue by replacing a defective ground block. On January 9, 2017, I contacted and verified that services are working correctly. On January 10, 2017, a $30.00 monthly discount for was applied to the account for 12 months which will end on January 31, 2018. On January 11, 2016, a $300.00 credit was applied to the account for the service related issues. An additional free promotion was added to the account for premium channels which included Cinemax, Showtime and HBO for 24 months effective from January 11, 2017 through January 31, 2019, at which time standard rates will apply. The total $330.00 credit and the change of service will reflect on the January 21, 2017 billing statement. I apologized for any inconvenience and overall experience while attempting to resolve this matter.


Jazmin V. Executive Customer Relations (561) 227-3411 cc:

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888.GET.CHARTER




Dear Ms. Bowers: Time Warner Cable (“TWC”) hereby submits its response in the above-referenced matter. Please note that TWC is now part of Charter Communications, Inc. A technician was deployed to the customer's address on December 29th and replaced the modem. The technician tested the service and confirmed our services were operating at the expected level of service after the equipment was replaced. should contact Customer Care at 888-892-2253 with any further concerns. We regret any inconvenience may have experienced. Please do not hesitate to contact us if you have any questions.



cc:

Bowling Green, KY 42104

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Sandy Walker PO Box 1145 Cedar Rapids, IA 52406-1145

January 25, 2017 Federal Communications Commission Consumer Inquiries & Complaints Division Consumer and Governmental Affairs Bureau 445 12th St SW Washington, DC 20554-0004 Reference:

Ticket number 1367576 Notice of Informal Complaint dated December 28, 2017 Dear Analyst, The following information represents actions taken by Verizon related to the complaint filed by on behalf of Barnhill Press, Ltd. states they were sold an enhanced internet speed of 3Mbps, yet they seldom get more than 0.9 Mbps and the services are unreliable. He has considered moving his service back to DSL through Verizon Telecom, but if he does he will be charged a penalty for earlier termination. is requesting a service improvement guarantee or a reduction in their monthly invoice. Verizon Business account was established for dedicated internet service. For Barnhill Press’ internet circuits, N1030013 & N1030014, I located one ticket repair opened regarding any issues with the customer’s internet speeds or any outage, ticket number 2016120924405. This ticket was opened on December 9, 2016 due to latency issues and slow internet speeds. Verizon Business Repair performed intrusive tests and the issue cleared while they were testing the circuits. The ticket was closed on December 9, 2016, though the circuits were monitored for an additional 72 hours. Records show Verizon was unable to determine any trouble with the customer’s internet service. I left several voicemails for , but have never heard back from him. I may be reached at 1-800-624-0533 extension 2123; Monday through Friday from 8AM to 4PM CT. Thank you for allowing me to research this. If you have any additional questions please contact me Sincerely, Sandy Walker Agency Relations cc

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January 20, 2017

Federal Communications Commission Consumer and Governmental Affairs Bureau Consumer Inquiries and Complaints Division Consumer Services Division 445 12th Street, S.W. Washington, DC 20554

Re:

St. Helens, OR 97051


To the Commission:

This letter is in response to the above-referenced complaint submitted to the Commission by

Comcast does not “throttle” or otherwise interfere with traffic delivered over its XFINITY Internet service; all data transmitted over XFINITY Internet service is delivered on a “best efforts” basis, regardless of the source or destination of the traffic. There are a number of factors that could be affecting

’ Internet download speeds, including the speed at which the edge provider sending the content transmits, the use of simultaneous download streams in the household, degraded Wi-Fi signal quality due to the physical position and range of wireless router, and congestion on Comcast’s or other networks.

A Comcast Customer Security Assurance technician made several attempts to contact to advise him of the aforementioned information and address any other concerns. Unfortunately, all attempts were unsuccessful. The technician left a message with her direct contact information should have further questions regarding this matter.

I trust this letter provides your office with the information required in this matter. I am providing a copy of this letter to so we can be contacted with any further questions or concerns.

Sincerely,

Customer Security Assurance 720-616-7739

cc:

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January 17, 2017 Federal Communications Commission Consumer and Governmental Affairs Bureau Consumer Inquiries and Complaints Division 445 12th Street SW Washington, DC 20554

Re:

Lincolnshire, Illinois 60069


Dear Sir/Madam:

This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by regarding XFINITY service.

Our records reflect that is not an authorized user on the account in question. would need to be added to the account as an authorized user by the account older

before any account information can be discussed and/or released. An apology is extended for any inconvenience and overall experience while trying to resolve this matter. I trust this letter provides your office with information required for resolution in this matter. I am providing a copy of this letter, which includes my contact information, to should there be additional questions or concerns. Sincerely,

Tiffany H. Executive Care Specialist (888) 736-6711 Ext. 1351097 cc:

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1/6/2017Date:


Complainant's Name:

File No.:

Response Type:

Service Date:

Internet

12/28/2016

AT&T received a notice from the Federal Communications Commission on behalf of regarding U-verse service concerns. AT&T records confirmed was authorized on the account information provided.

On 12/28/2016, AT&T contacted to acknowledge receipt of his complaint and to confirm any additional details pertaining to his issue.

AT&T investigated and determined that on 01/03/2017 a Service Technician assisted with his service concerns. AT&T reset ’s Internet equipment and repaired the wiring. On 01/05/2017, AT&T spoke with and confirmed his service is working properly. AT&T issued a courtesy adjustment of $100.00 due to ’s service problems and he confirmed his satisfaction with the resolution.

’s issues have been addressed and AT&T provided contact information should he have any further questions or concerns. AT&T regrets any inconvenience caused by this matter.

Please refer any additional questions, requests, or correspondence specific to this case to Cassandra Dyson at [email protected] or (317) 265-0932.

Sincerely,


1367690

Cassandra Dyson

cc:


Page: 1 of 1



P: 1-800-288-2020

F: 281-664-5370

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920 E 56th St. STE B Kearney, NE 68847

January 14th, 2017 Federal Communications Commission Consumer & Governmental Affairs Bureau Consumer Inquiries and Complaints Division Complaint for Ticket #1367697 To whom it may concern,

Thank you for forwarding this information to us! This letter is in reference to the complaint from , which expressed concern with the reliability of the Internet services in the Mecca, CA

area.

contacted USA Communications on November 11th, 2016 and requested we inactivate his account # 121610. On Dec 7th, 2016, called in and had her account activated at the same address with a new customer special. We can not share any details on account 289407 for

due to specific customer instructions it states that NO ONE other than is authorized on her account.

If you any questions please contact me directly. Thank you.

Sincerely, Sarah Worthing USA Communications 1-877-234-0102

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Houston, TX 77007


Dear Sir/Madam: This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by regarding XFINITY service. On December 29, 2017, a service call was completed during which time the technician diagnosed and corrected the service issues by completing the Self-Installation and bringing up all service levels within Comcast specifications. All of the customer’s services were operational. On December 29, 2017, I contacted and verified that the services were working correctly. As a courtesy, a credit was applied to the account in the amount of $63.21 which reflects on the billing statement dated January 23, 2017. I apologized for any inconvenience and for the overall experience while attempting to resolve this matter. I trust this letter provides your office with information required for resolution in this matter. I am providing a copy of this letter, which includes my contact information, to should there be additional questions or concerns. Sincerely, Shantau H. Executive Customer Relations West Division M-F 8AM-4:30PM MST (888) 966-7794 EXT 3025516 cc:

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1/4/2017Date:


Complainant's Name:

File No.:

Response Type:

Service Date:

Other

12/28/2016

AT&T received a notice from the Federal Communications Commission on behalf of regarding U-verse Internet service concerns. AT&T records confirmed was authorized on the account information provided.

On 12/28/2016, AT&T contacted to acknowledge receipt of his complaint and to confirm any additional details pertaining to his issue.

AT&T investigated and determined that was shipped new Internet equipment on 12/09/2016. AT&T contacted on 12/28/2016, 01/01/2017, 01/02/2017, 01/03/2017 and 01/4/2017 in an effort to assist with his service concerns. AT&T left multiple voicemail messages requesting call back in order to have his issues addressed. AT&T has received no additional communication from as of 01/04/2016 and will gladly assist him with his service problems once he is able to contact AT&T.

AT&T provided contact information should have any further questions or concerns and regrets any inconvenience caused by this matter.

Please refer any additional questions, requests, or correspondence specific to this case to Veronica Watts at [email protected] or (317) 265-7110.

Sincerely,


1367754

Veronica Watts

cc:


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P: 1-800-288-2020

F: 281-664-5370

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Saint Paul, MN 55114


Dear Sir/Madam: This letter is in response to the above-referenced complaint submitted to the Federal Communications Commission by regarding XFINITY service. On January 4, 2017, a service call was scheduled, during which time the technician diagnosed and corrected the service issue by replacing a bad splitter and attenuator at the tap. On January 10, 2017, a Technician Supervisor contacted and verified that services are working correctly. I trust this letter provides your office with information required for resolution in this matter. I am providing a copy of this letter, which includes my contact information, to should there be additional questions or concerns. Sincerely, Daniel T. Executive Customer Relations (888) 966-7794 Ext. 3025546 cc:

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February 1, 2017 FCC Department Division Chief Consumer Information Bureau Federal Communications Commission 445 12th Street, SW Washington, DC 20554 Re: Serve ticket #1367941 Dear FCC: This letter acknowledges our receipt of the notice of the complaint filed by . We look forward to addressing our customer’s concerns and resolving this matter. From the filings, we understand that the customer is inquiring about his Windstream Internet service associated with phone numbe . With respect to Windstream’s response, a technician was out to location 1/3/2017 and made repairs to the line. I opened an escalation with my level 2 technical support group and had the line tested. Technical support contacted on 1/26/2017 and he advised his services have been working well since the technician visit on 1/3/2017. Escalation was closed.

is also scheduled for an upgrade to his service speeds today 2/1/2017. Upgrading the speed will assist in having a better experience with his internet and multiple devices. We regret any inconvenience this matter may have caused . Please feel free to contact me if you should have any additional questions or concerns. Thank you, Kelly McCammon Windstream Communications Executive Customer Relations 800-326-6314 CC:

Micanopy FL 32667

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1/3/2017Date:


Complainant's Name:

File No.:

Response Type:

Service Date:

Internet

12/30/2016

AT&T received a notice from the Federal Communications Commission on behalf of regarding AT&T Internet service concerns. AT&T records confirmed was authorized on the account information provided.

AT&T investigated and determined that trouble was previously reported. On 10/14/2016, AT&T replaced the modem and repaired the speed concerns. AT&T spoke with and she confirmed the Internet service was working properly. AT&T issued a credit. AT&T determined that a technician was dispatched on 12/30/2016 and was unable to locate trouble with the AT&T service lines. AT&T isolated trouble to ’s computer.

On 01/03/2017, AT&T attempted unsuccessfully to speak with . AT&T left a voicemail message requesting a return call.

’s issues have been addressed and AT&T provided contact information should her have any further questions or concerns. AT&T regrets any inconvenience caused by this matter.

Please refer any additional questions, requests, or correspondence specific to this case to Lamar McClurkin at [email protected] or (678) 917-1113.

Sincerely,


1368164

Lamar McClurkin

cc:


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. Montrose, PA 18801



advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier.



Frontier has investigated account and has determined that resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.

Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in area at this time.

Frontier advises that pays $19.99 per month for her Frontier Internet service, the lowest price available.

Frontier spoke directly with to provide the above information.


We trust that this information will assist the Commission in closing this complaint. Sincerely, Norma Dugas 877-433-3806, Ext# 4184 cc:

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January 18, 2017 Ms. Sharon Bowers Federal Communications Commission Consumer Inquiries and Complaints Division 445 12th Street, SW CY-B523 Washington, DC 20554 Re: - IC# 1368483

Notice of Informal Complaint Service Date 12/30/2016

Dear Ms. Bowers: Please be advised that CenturyLink has completed a review of the informal complaint filed by . In the complaint, states that CenturyLink has cost her money, and hours of time and frustration. She has canceled their service and gone back to Cox, and wants to be reimbursed for their modem that she can’t use. CenturyLink records show that residential account was disconnected at her request on December 30, 2016. Reimbursement for modem purchases is available for 30 days after purchase. No reimbursement is available after that time. If a modem is faulty, a replacement may be available. CenturyLink regrets inconvenience while resolving this matter. Sincerely, Joni L. Duran cc 930 15th St, 11th Flr Denver, CO 80202 844 840-3532 800-366-2382 fax www.centurylink.com

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january 19, 2017 sharon bowers, chief, consumer inquiries ...a technician was deployed to the...

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