About Chris11

Hello Wayne, Thanks for posting about this. I'm sorry for any inconvenience this has caused. In the mean time please give us a call to change any important information you need. We can definitely get his fixed. Can you provide us with a screenshot of the error? This will help our developers as reference in getting this resolved. Hope to hear from you soon. Thank you, Chris ... View more

Hi florek, We always read through and take into account everything that our customers say. I asked simple questions to deduce what may be causing your problem. You never mentioned using different browsers in your original message. Also, what you may perceive to be the cause without more information cannot be determined. So, if you've tried other browsers, cleared cache, etc. Next thing to do is post a screenshot of the errors that are received when trying to do it with the new website. Our developers will take it from there. If you don't mind doing this, please post them here and we'll see what we can do. Hope to hear from you soon. Thanks, Chris ... View more

Hello rdodgson1, The only phone conversations we keep recordings of are ones where a sale is made. Any calls to our sales departments which did not end with you signing up would not be available to review. My case number for you is 101935640. You can reference it when calling, I've left instructions for the agents. Let me know if something comes up. Thanks, Chris ... View more

Hi Nicole, I've added a $25 dollar credit. Because of the way our billing system is set up, when I extended the discount originally 3 weeks ago, our system could only apply it on the next bill. Which will back to normal and what you should expect for the next 12 months. I hope this clears everything up. Thanks, Chris ... View more

Hi rdodgson1, After reviewing the call, these were our findings: -          The customer states that they would be using Apple TV, but when asked the verbatim question of whether or not they would be streaming, the customer answered no.  The agent does not read the streaming disclosure to the customer, but considering they had Apple TV, they should have. The customer did not do any gaming.  -          The customer asks if the service is unlimited and the agent informs them of the data allowance, and how the service would slow if it is reached. -          When discussing packages, the agent recommends the Prime Plus plan, but the customer insists on the Choice(Basic), so that is what they are set up with. -          There is no discussion about the ETF aside from what is read in final T&C’s. -          There is no discussion about auto-drafting or billing on the call, aside from T&C’s. Based on the results of this review. I do not see anything that stands out as significant or misleading. Although the agent should have relayed our streaming disclosure when the Apple TV was brought up, he specifically asked you if you were going to be streaming and you said no. Even still, streaming and all relevant info is also laid out correctly in the terms and conditions at the end of the call. As for auto draft and your claim that "The rep on the phone told me, if the data is not sufficient for what I need than I would be able to cancel my service.  NO ETF." There were no discussion about either. However in good faith, if you would like to proceed with cancelling, I will allow you to do so by only paying half of your current ETF. That is the best I can do based on these circumstances, and I hope you find it satisfactory. Or, we can help facilitate your satisfaction by improving your experience with the service. Let me know how you would like to proceed. Thanks, Chris ... View more

Hello florek, Thanks for posting. We understand your frustration. Although this is an odd occurrence. Have you attempted to use another browser? Clear cache, history, cookies, etc? A simple power cycle of the modem could potentially fix this as well. The only other thing that I can think of would have to be the registered email of the account you are using. Did you use a third party login when first signing up to the customer support center? Outside of this we would need some screenshots of the errors to better understand and pinpoint a fix for you. As for data usage. The site itself would not increase your usage. Our page is not the only website you navigate to on the internet correct? There are plenty of factors that can cause unidentified data usage. Let's first make sure we get your account and billing straightened out. With some more info/screenshots we'll be able to better assist you. Thanks, Chris ... View more

Hi tkohlman, That's a nice catch Gwalk. As for the Edge browser. It is fairly new, I'm not sure how well it works with data management. Chrome on the other hand allows you to install extensions like ad blockers which remove most non essential data hogging ads and streaming. I also have Windows10 and although I don't ever use edge, I've seen recently that a quick pop up and notification has been present, trying to every so often persuade me to use it. I'm sure this service alone could be using data in the background periodically, since I've only seen this recently after a windows update. I'm sure it's a good browser, but I don't trust it at the moment. I would switch back to Chrome as well. - Chris ... View more

Hello Steve, Sounds good, Let us know if anything comes up. I hope this improves your experience. - Chris ... View more

Hi Keithstregesr, I'm sorry if this has confused you, however as stated, we are at the corporate level. If you would like to provide us with the case numbers or dates of these calls we can review them. Any incorrect information relayed to you will be an opportunity for us to coach our agents. It could even simply be a mistake. Either way, I would like to help you. We value you as a customer and at this point the best way for me to fix whatever may be going on, is to work through what we can right now. So please, when you find the time, look over our instructions for screenshots, and follow the graphic I previously posted. Hope to hear from you soon. Thanks, Chris ... View more

Hi tkohlman, Check out this article. It lays out how to disable update services without having to have too much tech experience. This just targets the service itself and disables it. Which you can then re-enable at a specific time of the week/day. https://mspoweruser.com/turn-off-windows-update-windows-10/ As for the data usage displayed. The status meter and Windows do not count data usage in the same manner. However it does seem odd that it would be that much. Are you an Ultra plan customer? Also, is edge browser the main browser you use? - Chris ... View more

Hi Jeff, I have offered you support. Other community members have offered you help as well, but we need more information from you which you don't seem to want to provide. So, I'll take that as you just needing to vent. We'll be here if you need us. Thanks, Chris ... View more

Hi Keithstregesr, If that is what you were told, that information is incorrect. However I would like for us to focus on what we can change right now and that is getting us the screenshots we need to properly identify what is going on with your site. Please follow the directions Gwalk has laid out. I am sure we can get to the bottom of this. Thanks, Chris ... View more

Hi Steve, Your Dispatch is currently scheduled for Friday, Dec 16, 2016 between 02:00 PM-05:00 PM. I hope this time range is suitable. If anything changes and you would like to reschedule give us a call on our support hotline to get immediate assistance. Or post back here with details. I've left specific instructions for the tech to check all cabling and even bring their own computer to test with as well. Keep us posted. Thanks, Chris ... View more

Hi Steve, I received some new information from our engineers. Based on the tests and diagnostics run, our engineers only noticed a dip in speeds during usual peak times of the day. Meaning, when most people are home and using the internet. Which is normal. At no point did they see in the span of 24 hours a drop below 60% in advertised speeds for your plan. What they did recommend is sending out a tech to check your system cabling, LAN cables, and any other essential connections. There may be an issue there that is causing all of this. I would like to get someone out to you as soon as possible. What is a good day and time to send one out? We'll try our best to accommodate. Hope to hear from you soon. Thanks, Chris ... View more

Hi tkohlman, I understand your frustration, however as mentioned, there isn't much we can do. When W10 first released, we did have something in place mainly because we knew how much of an impact W10 would be, all at once to our customers. That alone was a huge endeavor on our part and I am glad that we were able to provide some relief to our customers. At this point in the manner of which you explained it would just not be a possibility. Although I'm sure we can provide some insight. First, how are you connected to the internet on those machines? As mentioned through a WiFi connection, you can set the operating system to metered for services like ours with data caps. You would also be able to postpone updates in various ways. So, there are options built in at this point, that weren't known before release. We can certainly help you configure this with a bit more info. Looking forward to your reply. Thanks, Chris ... View more

Hi paintedskyranchridingschool, Are you using www.testmy.net to run speed tests? - Chris ... View more

Hi Michael, What was the call in regards to? Same as your original concern here? I'm guessing you didn't talk to anyone long enough to get a case number. That is certainly a long time to wait on hold. I would be frustrated too. If you do have any info on that call, we can make sure to pass along this feedback and hopefully improve from this. Thanks. Chris ... View more

Hi Kelley, Based on your test results, I don't see anything that stands out. Your speeds look to be in range, and it is not uncommon for your results to fluctuate depending on the time of day. Is there anything, maybe software wise that has been installed recently? If you have a Windows machine I would also try a boot up in Safe Mode with Networking and see if things change, and let us know. Hope to hear from you soon. Thanks, Chris ... View more

Hi Keith, The data used by the modem to communicate with that satellite is not significant, and does not count against your data allowance. It would be helpful to know what operating system you have to help with screenshots. We will need them to better assist you with this. Hope to hear from you soon. Thanks, Chris ... View more

Hello Steve, I apologize for the delay in response. I was hoping to hear back from my engineer contact before the end of the day. I will hopefully still be able to get an update you. However they have been working on your site so hopefully you start to see some improvement. I got word that you contacted our corporate office today and spoke to one of our executive support. If I have furthered your bad experience with our service I am sorry. I should have updated you quicker. I wanted to get some concrete information to you instead of stalling. As for the phone call I was out of the office last Friday, and couldn't be here to make sure that it would follow through. I do ultimately believe we can resolve this for you. As soon as I have word from the engineers I will update you again. Thanks, Chris ... View more

Hi rdodgson1, We'll look into your concerns via a sales call review and get back to you with the results. Your patience and cooperation is appreciated. - Chris ... View more

Hello Jeff, I'm sure we can help you here. Although I still am not seeing any of these recent calls come up in case notes. If you don't mind answering some of my questions I'm sure we can help get this resolved. Where are you running tests with our level 4 and 5 techs? Via www.testmy.net? - Chris ... View more

Hi rdodgson1, Thanks for posting with your feedback. I'm sorry that the service is not meeting your expectations. At this point I am not sure what we can do to alleviate some of this negativity, however following the thread so far I feel like you feel misled. Is this correct? If you would like help, or would like us to do a review of your sales interaction or provide you with some details for better data management please let us know. Outside of that if this thread is basically just to vent we'll allow you to keep voicing your opinion. As long as this thread does not break any of our forum guidelines and rules we appreciate all feedback. Hope to hear from you soon. Thank you, Chris ... View more

Hi Steve, We'll have someone contact you around this time tomorrow then. - Chris ... View more

Hi Jeff, Thanks for posting an update. What are your most recent speed test results. Based on your recent case history I don't see any calls in for support listing them. I see some attempts for our trouble shooting center to contact you, which were unsuccessful, but that's about it. Also, what website are you using to run the tests. - Chris ... View more

Hi Richknox, Thanks for posting the new tests results. I'll go ahead and escalate the case up to engineering and see what we can do for you. I'll update you once I have more information. Thank you, Chris ... View more

Hi richknox, Do you have a laptop or desktop computer to test with? A Mobile device is not an efficient way to test the true speeds you are receiving. - Chris ... View more

GabeU, Yea I have to take out the "my" in all the links. Forgot about that smh lol - Chris ... View more

Hi Kelley, Just wanted to add another question. Have you added any new devices recently. Like a mobile phone or tablet? New computers maybe? - Chris ... View more

Hello David, It's been a few days since your initial post. Are you still experiencing what you've described? - Chris ... View more