Forum Discussion

BungalowMo's avatar
BungalowMo
New Member
2 years ago

Bad install.....Bad customer service on the phone

I have had my service for just a few days and there are a few issues. When the installer was connecting the cable coming in the wall, he saw that my wall plate was buggered up where it mounts to the ...
Performance
BungalowMo's avatar
BungalowMo
New Member

So if I have major issues less than  a week into the service, they get $400. If they cannot resolve this, I will pay it to be able to watch tv.

maratsade's avatar
maratsade
Distinguished Professor IV
2 years ago

The ETF applies from the moment the system is installed (this is stated in the subscriber agreement). However, if they cannot resolve your concerns after best effort troubleshooting (this means, you working with the reps here to do troubleshooting on your system), they are happy to work with you regarding the termination fees. 

  • BungalowMo's avatar
    BungalowMo
    New Member
    2 years ago

    After reading up more on that buffering issue, I've seen posts dating back to at least 2016, so it is a known issue. Known to all but new customers, that is. Not the kind of surprises people enjoy.

    • Remy's avatar
      Remy
      Moderator
      2 years ago

      BungalowMo,

       

      Thanks for reaching out! I see it's your first post here. Welcome to the Community! I was able to get your account pulled up through your Community profile, which is great! I went ahead and read into the previous call notes with the agent you spoke with, and it seems they did in fact escalate you to our Post Install team! They'll reach out to the phone number on file, and will make sure the issue is resolved! I'll keep an eye on the case, and provide updates as they come. In regards to the buffering issue, I wasn't able to locate previous troubleshooting history. What streaming services do you commonly use to watch television?

       

      Thanks,

      Remy

    • maratsade's avatar
      maratsade
      Distinguished Professor IV
      2 years ago

      Due diligence research would reveal the downsides of satellite internet. Reading the subscriber agreement (which is available free online to everyone, not just subscribers) would help set realistic expectations for the technology. Buffering is a downside of satellite internet technology and it is an effect of the laws of physics. It is indeed known to anyone who investigates how satellite internet works. What is also known is that at the moment, the laws of physics cannot be bypassed, so those who use satellite internet need to adapt. Those who don't want to adapt would be wise to use their time and effort to lobby their representatives in their state legislature and in Congress to bring terrestrial internet to their area.