ComplaintsforPathfinder Internet Service

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service problem not resolved. Charging for early disconnect that is not true. Termination charges for a service that was not as promised.

  Business response

  11/22/2023

  To Whom it May Concern: 
  The subscriber had service for nearly 3 years from December 2020 to November 2023 and during that time Pathfinder was only contacted 5 times for technical support in which ticket numbers were generated. Four of the support tickets were resolved remotely and one onsite service call was completed June 14th, 2023 which successfully resolved the issue and resulted in confirmation of service being delivered to subscriber at speeds above the service plan expectations. Later, when the subscriber requested disconnection, Pathfinder followed the standard disconnection process as outlined in the Service Order Agreement and Pathfinder’s Terms & Conditions which were signed by the subscriber at the start of their service. In no way do we feel we have done anything unjust as we are following our Terms and Conditions which require advanced notice which the subscriber did not provide. Be that as it may, Pathfinder is willing to provide a 50% discount on the remaining balance to settle the matter.

  Customer response

  02/26/2024

  from: Suprena Crawford <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Feb 26, 2024, 3:41 PM
  subject: Re: Message from BBB.org
  
  Hi Clay,
  My response to Pathfinder is that the problem was never resolved. We had an issue with the service at the end that they were not able to fix remotely or at the in-house service call. The 5 service calls that they described. After these attempts from their service department with no resolve over months, we were forced to get our internet service through another carrier. I work from home and could not have a regular occurrence of outages at the late afternoon. They were insistent that the problem was on our end, but we are an adult family of 2 and I would be the only one home working during the day with the outage would happen with no new or excessive use of the internet in our household during those times, so it just did not make sense. My thought is that their service connection was overloaded at that time. Pathfinder chose the disconnect date after my request to close the account which was 1 day before the contract would have ended, and then claimed we owed the early disconnect fee. Which is the balance owed, we paid for the service recieved. I have correspondence through the service tickets with them describing this history, but they have removed from my portal. I requested copies of today by phone, I spoke with Dave at 970-808-0000. He was unsure why I would not be able to access my previous service ticket requests and correspondence. 
  Thank you, 
  Suprena

  Business response

  02/27/2024

  from: Suprena Crawford <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Feb 26, 2024, 8:02 PM
  subject: Fwd: Pathfinder Support Ticket [TicketID:35987]
  
  Hello, 
  
  Please find correspondence and tickets with Pathfinder for unresolved service problem that lasted months before our request to disconnect. This was removed from my account, but was provided upon request. 
  
  ~Suprena~

  Business response

  03/01/2024

  Thank you for allowing Pathfinder to response. Please review the information below that corrects the false or inaccurate statements made against Pathfinder.

  Here are the bullet points:
  
  False Statement: ‘Pathfinder chose the disconnect date after my request to close the account’
  Truth: 
  Message Received From Customer
  Aug 26th 23 5:30:59pm Suprena Crawford: “We are at this point requesting to cancel our service. This is not working for us. Please cancel as of September 26th or sooner.”
  Disconnect Job Completed: Sep 26 2023

  False Statement: ‘1 day before the contract would have ended, and then claimed we owed the early disconnect fee.’
  Truth: 
  Effective disconnect date was?9/25/23 (30 days from written disconnect request).
  Per T&C – Account invoiced to 9/30/23. Issued a credit of $18.96 for service from 9/26/23-9/30/23.
  Per T&C - If Customer terminates or cancels a SOA on or after the Start of Service Date, Customer shall pay to Pathfinder all Termination Liability Charges and half (1/2) of the remaining term on their contract: Effective disconnect date of 9/25/23 contract end date of 12/11/23 equals $288.57. Half of remaining term would be $144.28.
  Early termination fees of $250.00?+ $144.28 apply. Early termination fees totaling $394.28 have been added to the account.
  

  Inaccurate Statement: ‘that the problem was never resolved. We had an issue with the service at the end that they were not able to fix remotely or at the in-house service call. The 5 service calls that they described. After these attempts from their service department with no resolve over months’
  Truths:
  5 Service related tickets on the account / 1 Onsite Service Call
  Ticket 35987 - Pathfinder Technician Comment Aug 23rd 23 5:23:05pm: At the time of high use on the laptop the amount of bandwidth use on the home network increased substantially compared to the hours of noon to 6:30.
  The issue is not with our network
  Job Completion Notes:
  Arrived on site and checked our link to our computer. It was 1G. We tested the cable and it passed. We tested through the NID. We replaced the POE for a new one as well realigned to -63.8 dbm while before it was -66 dbm. Speeds are about 70/70. Firmware is updated and spectrum looks clean.
  

  Inaccurate Statement: ‘they have removed from my portal.’
  Truth:
  All communication via tickets is also sent to subscriber email address so subscribers have a copy of all communication. It seems that the Portal shows active tickets. If a ticket is reactivated it again shows in the Portal. We do not remove the communication.

  Thank you for your time and attention.

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