Hi Eric, We received your sales call review results. They are listed below: Intro: Customer advised not having any internet service in area. 4:30: The agent stated that if they were looking to stream 24/7 then it wouldn’t happen. However, you could get enough data to get a few hours a day. 6:30: The agent explains the Smart Browsing feature and stated that any kind of browsing, social media, email, or shopping online would be unlimited. Then he explained having 15GB of anytime and 50GB of bonus bytes which would be equivalent to watching Netflix or YouTube between 150 and 180 hours a month. 9:05: The agent reiterates Smart Browsing and explains that when doing basic things online it would not be using up data. Data would only be used when downloading things. 11:20: The customer asked how much it would cost if they went over the data limit. The agent advised no overages charges but that the service would slow down if the data allowance was exceeded. The customer stated they would not have to worry about data from just browsing and the agent confirmed. 27:20: The customer asked if they could watch a couple hours of Netflix every night and the agent stated that’s what it’s made for. The agent will be coached on their areas of opportunity and be served written documentation regarding same. I'm sorry for any inconvenience that this may have caused you. Although it doesn't seem this agent was deliberately trying to misinform you, it seems this was definitely an opportunity for coaching. The depiction of 150 to 180 hours is not in it's correct context and simple browsing not counting against your data is wrong. So, I've added a note to my case for you 102205239. Reference it when calling in. I've left notes instructing our account handlers to allow you to cancel with no fees. Sorry that we were unable to meet your expectations, however I hope everything goes well with your next ISP. Thanks, Chris
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