About Damian

@Cabooose2,   Thank you for contacting us. I am sorry to hear you are experiencing this issue with the voice service. Because this case has already been escalated, it is now in the hands of our engineering team for the voice service. The best I can do is update the case, informing them that you are still experiencing these issues and that you are waiting to receive a callback. According to the updates from the escalated case, it appears they have been working on this and still have a callback scheduled for you soon. While there is no official timeline for when they will be able to get back to you, it should be soon based on their progress.    -Damian  ... View more

@jkinna2002,   Thank you for your patience while this was being investigated. I have provided the results via private message. Please refer there for information.    -Damian  ... View more

@hellovolchitsa,   I am glad to hear the service is working better now. What I reset on our end did have something to do with the DNS server, so it is possible this corrected the issue.   I will leave this thread open for a while,  just in case anything changes. Please respond here or create a new thread if you ever need further assistance.    -Damian  ... View more

Hello @Sharon331,   Thank you for posting and welcome to the community. I am sorry to hear you were unable to receive your rebate. In order for me to take a better look into this issue, please private message me the phone number associated with your account and I will get started.    -Damian   ... View more

@Crzyhrss,   Thank you for contacting us. After reviewing the case notes that were made during your call, it does appear you were informed of the fee in its full amount. You also agreed to this charge which is why the dispatch was processed. Despite that information, It looks like you have already received support with this, as of 1/16/2020. If you have any other issues that need to be addressed, please let me know.    -Damian  ... View more

@hellovolchitsa   Thank you for reaching out to us, I am sorry to hear you have been experiencing this. I see that the representative who contacted you via email was unable to find any issues with the equipment. This, of course, does include you running out of data and experiencing throttled speeds. I noticed that some of the devices connected to your network have a fair or poor signal instead of good. When your speeds are already being throttled, poor signal quality can really slow things down even further. This can also result in a time out from failing to establish a connection for too long. I recommend moving your devices closer to the modem if possible. I will run deeper tests in the meantime, to make sure that there was nothing missed by the representative. Thank you for your patience in advance.    -Damian  ... View more

@jkinna2002,   Thank you for reaching out to us. As maratsade stated, I can review the sales call and will start the process today. Once I have the results for you, we can troubleshoot the service or go with other options available at that time. I will provide you detailed information on the other options once the results have been messaged to you. Thank you for your patience and understanding while the call is being investigated.    -Damian    ... View more

@Compurex,   Thank you for reaching out to us. I am sorry to hear that this has happened to you. I would like to offer compensation for this but we do not have a process in place to allow this to be done. l will, however, be escalating this issue to make those with the power to change these features aware.    -Damian  ... View more

@udanwudeligv,   Thank you for posting again. @GabeU is correct in regard to the normal procedures for canceling an account. Your service was successfully terminated and you should not be charged for the grace period. This grace period is available just in case you are unable to find another provider in time or simply change your mind. What I will do is monitor your account to make sure there are no charges for the grace period. If there is one, for some reason, I will waive it immediately. Alternatively, you can call back in and request a termination revision in which it can be re-processed as immediate. I would do this for you here, however, I am unable to initiate or alter terminations through our social media platform. This is due to account security. I am also unsure why this was not done in the first place, as the case notes do not indicate the reasoning behind it. I apologize in advance for any inconvenience this may cause.      -Damian    ... View more

@bkd, Thank you for your patience while this investigation was being completed. I have private messaged you the results from this investigation. Please refer there for information.  -Damian  ... View more

Hello @bkd,   Thank you for contacting us again. I am sorry to hear you believe you were misled. I will review the sales call and provide you the results via private message. Please allow up to a full business week for this investigation to be completed. Thank you for your patience in advance.    -Damian    ... View more

@TMMLA,   It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread or reply to my private message.    -Damian  ... View more

@dgarson561   Thank you for posting and welcome to the community. I am sorry to hear you believe you were lied to in this situation. Please private message me the phone number associated with your account and I will begin looking into this.    -Damian  ... View more

@TMMLA,   Thank you for contacting us. It appears when you upgraded, this was to a promotional price that restarted the contract. There are always two sets of prices. The promotional pricing restarts the contract and the regular price continues the same contract, whether you upgrade or downgrade. Because I was unable to locate any documentation of you choosing this option specifically, I would like to offer support regarding the ETF. Please refer to your private message for additional information.   -Damian  ... View more

@gordy,   Your initial sales call was over a year ago. This is very far outside of the timeframe in which we store these calls. At this time, the information I have provided in my private message to you has instructions on what to do next. In regards to binding agreements, the legal website that was linked to you on the thread has been publically available since before you signed up with an account. It is recommended to read the Terms and Conditions before signing a contract to avoid this situation. Because we are a paperless company, you are bound to the contract after you verbally agree to the Terms and Conditions on the phone and make your intital payment.    -Damian  ... View more

@gordy,   Thank you for your patience while this was being investigated. Please refer to your private messages for information regarding the results.    -Damian  ... View more

@gordy,   Thank you for contacting us and welcome to the community. I do apologize for the misinformation you may have received. As Gabe stated, I will review this call and provide results via private message. We can discuss further action with your account after the investigation has been completed. Thank you for your patience in advance.    -Damian  ... View more

@ecoalex2,   I am glad to hear things are back up and running normally. Please reach out again if you ever need assistance in the future.    -Damian  ... View more

@Deb5,   We're closing this thread since we never got a reply from you. I do see that all of the equipment has been successfully returned. Because of this, you will not be charged any Unreturned Equipment Fees. If you still have further questions, please create a new topic or send me a private message.    -Damian  ... View more

Hello @Deb5,   Thank you for posting and welcome to the community. The return box normally comes standard with a packaging slip. These slips have started to be placed on the outside of the box instead of the inside. I recommend checking there as well. If your packaging slip is not there either, please send the equipment back without the slip and I will manually monitor the return.    -Damian  ... View more

@Gage77788,   I am glad to hear that. It appears our engineers have fixed the issue. If you need any assistance in the future, please reach out again.    -Damian  ... View more