Complaints

This profile includes complaints for Thacker-Grigsby Telephone, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thacker-Grigsby Telephone, Inc.

  60 Communication Ln Hindman, KY 41822-8506

• 

  Thacker-Grigsby Telephone, Inc.

  PO Box 789 Hindman, KY 41822-0789

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had internet service set up, the tech came out to install it but couldn't get a stable connection. Tech gave up and left after a few hours. It's been 6 months now and we have to reboot our modem literally 8 times a day or more to use the internet. The modem and router is their equipment not ours. I called to have them fix the issue and they said they would send someone out in the next couple of days but they couldn't tell us when they would come. That was over a month ago and no one has shown up. You also have to pay attention to when you bill is due. If it's due on a Sunday, you have to pay it by 430 pm on Friday because they do not offer online pay or automated phone pay. If you call and talk to them they will tell you that they can take your payment up until 530 pm but if you call after 430, even after the guy just told you you could pay until 530, you get the automated message saying to call back Monday. They have the lowest rating I've ever seen on Google reviews and they are the only option for us out here. When we moved in to this house they told us that our address wasn't right and that we had to call the 911 coordinator to get our real address. But they couldn't tell us how to do that. Come to find out that they knew what address we were at because they have always served the people living in this particular house for the last decade. They just like to be nasty. Also our speed is no where near what we pay for. We get about 1/3 of the speed we pay for

  Business Response

  Date: 11/20/2024

  Please see the attached pdf.      Adding to the FCC response that is attached: In reviewing trouble calls on this account we received one call on Oct 3rd, 2024 and the issue was resolved on Oct 4th, 2024.  Also in the FCC response we stated that we do have an on-line customer portal that allows the customer to log into their account 24/7 and view/pay their invoice anytime.  A copy of the FCC response has been mailed to the customer.  We have encouraged the customer to contact us with any additional issues they may have.  

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a work from home agent in the middle of major training for my company and the WiFi has been struck by lightning. Called and told them this and they completely had no regard whatsoever for my situation. And yes I did call during regular business hours. And have proof. By the time they’ll be to my home I’ll have missed 4.5 days of work and wages and literally have no way to survive in the mean time. This is the second time they’ve done this to me costing me wages. The first time was in July when my home burnt. It took them 7 days to come move the WiFi 50 ft .I truly don’t know what I am going to do. But I bet ya they won’t wait on the 124.00 I owe them right now like this!

  Business Response

  Date: 09/05/2024

  In responding to the two trouble tickets mentioned above.   TVS received a call from the customer on 07/11/2024 with service out due to part of the house burning.  A tech was sent on 07/13/2024 and ran a new drop from the burned house to house next door where customer is currently living.  Tech also ran new inside cable and reset up modem and other equipment.  Our quality control tech called customer on 07/15/2024 to see if the service was working OK.  They got a ring with no answer.  On 07/15/2024 a tech stopped by the home and the service was working. 

  Concerning the second trouble mentioned in the above complaint, TVS received an email from our after hours trouble line on Tuesday 09/03/2024.  Customer stated the internet was not working.  A technician was dispatched on 09/04/2024 and he replaced a bad modem.  Our quality control technician has attempted to call the customer twice on 09/05/2024 with a ring and no answer.  At the time of this response we have not received any other calls from the customer concerning their service status.. 

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I changed my address and had new service set up at the new address. I informed the WIFI company to leave the original tower at my previous address because my mother-in-law decided to move into my old house and she wanted to use the old tower for her WIFI. When they came to setup the internet, they took the old tower and installed a new one. My next bill showed a substantial increase in the amount owed. I called to ask what caused the increase and they informed me that I was being charged the fees to change addresses, which I knew would happen and agreed to it, but I was also being charged for the original tower. They informed me that if I turned in the original tower they would take the cost for it off my bill. I told them that whoever came to make the installation took the original tower. They said they would launch an investigation and look into the issue, but when I called back a week later to get an update about the issue they said they looked into it but found no fault on their side. I kept asking about the original tower and they said I was liable for the cost until they found the tower even if they couldn't find it when their guy took it.

  Business Response

  Date: 07/31/2024

  In review of the customers complaint:  We have reviewed all the details of this complaint and have given credit to the customer's account for the equipment charge.  This credit will be on the customers next invoice.  For any further questions on this complaint please contact our business office.

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had internet connection issues for the past 2 weeks or longer. We have called them several times about this issue. My husband called them on June 12th, 2024, my husband & I contacted them on June 14th= 2 calls that day, my husband called them again June 17th, 2024 and June 19th. they came out and replace the wire from the pole to the house. June 24th my husband called them 3 times and I called them myself on the 24th, 2024. My husband went to the cable company to pick up one of their modem's, as we thought maybe it was our own modem that was the issue. That wasn't the issue. The cable company was suppose to have someone come out to the house to figure out what is going on... but no one came. My husband called again today 4 times. They were suppose to send someone out. Again, no one showed up. In fact, customer service said they were trying to get a hold of dispatch and couldn't get a hold of anyone, but the the gentleman told my husband he was talking to... said he would call my husband back once he got a hold of someone. Did NOT receive a call back. We are very frustrated... can't watch our streaming service, can't go on our computers/tablets nor pay bills. I homeschool my daughter... I hope this is fixed before school starts. I don't want issues like what we had last school year. If the internet goes down on the weekend there is no one to fix it... you would have to wait until a week day. The internet is not considerate a luxury item in this day and age. We need the cable company prorated our bill for the days we have not had a solid service. They also, need to fix the service asap. It's not like we can get internet somewhere else. This cable company is the worst! Please help us rectify this matter asap. Thanks for listening.

  Business Response

  Date: 07/03/2024

  This customer had more than one issue that had to be resolved.  We had an ongoing area wide issue that made it difficult to determine there was a second problem at the customers home.  Once technicians resolved the first issue which was an issue with ingress noise on the cable plant they were able to tell the customer had a second issue at their location.  Upon trouble shooting technicians found that there was numerous inside wiring issue that had to be resolved.  After resolving these the customers service was properly restored.  Customer was given an adjustment for days of outage.

• Initial Complaint

  Date:02/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay over $100 for a service I can barely use. I can time the time of day the internet will go out. Some days it is all day long. I work from home and it is affecting my business to where I am about to lose my job. Worst of all, I have to pay for services I don't use or they will cut it off.

  Business Response

  Date: 03/12/2024

  We received 1st call on 6th of Feb, 2024.  On Feb 6th the technician did an in house check of customer equipment and showed all levels good and functioning.  Customer called again on Feb 8th with problems.  On Feb 9th the technician put router on IP address for customer and the test ran 502.3M down and 20.1M up.  After the test the technician tried calling the customer with a ring no answer.  On Feb 12th another call was placed to the customers home and again ring no answer.   On Feb 15th customer called after hours again.  On Feb 16th a technician was dispatched to customer location and no problems were found during the visit. On Feb 16th a quality control call was placed with the customer after the technicians visit.  During this call the customer was going to check on it over the weekend and call back if there were any issues.  There have been no calls from the customer since the technician visited the home on Feb 16th.  We have placed two additional calls to the customers home since the BBB complaint with ring no answer results.  

  Customer Answer

  Date: 03/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of TVS cable for going on 5 years. I work for the Department of Labor doing Federal Black Lung claims and work from home. My only purchase during our time together has been internet service so that I can work from home. Over the last month, I have had consistent internet issues that prevent/restrain a lot of my work. They came out to fix the issue once, and have ignored my complaints ever since which have been numerous and documented. They are the only internet provider available to me in my rural area, and due to this monopoly, treat me and other customers like annoyances and cash outs. The constituents of Eastern Kentucky deserve better treatment and services so that vital work that keeps our community going can be completed unhindered.

  Business Response

  Date: 11/28/2023

  The customer complaint was filed on 10/24/23 and a trouble technician was dispatched on 10/26 and checked the route for issues.  He also put on a noise filter, checked all the connectors in her house and replaced a two way splitter.  At the time of his visit her levels were showing very good.  The customer called back in on Nov 15th with more issues.  On the 16th they ran an equipment software update and as of Nov 20th the customer said it was working fine.  The ticket was closed and as of this response there are no open complaints on customers service.   

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been calling Thacker-Grigsby for 10 months trying to resolve an issue with my cable internet. They have largely ignored the issue. They have sent a technician out to my house two times. I have informed them that the issue in question happens to EVERY customer on our street at THE EXACT SAME TIME every night. I have confirmed this with family and neigbors that live close by. Thacker-Grigsby HAS acknowledged this as well. However, they have sent out technicians to our house twice. Once to exchange my modem, and once to rerun the cable that runs into my house. While that is appreciated, I seriously doubted that it is going to resolve an issue that is also happening miles down the road. I was correct. We are still having the issue 10 months after it first started. The issue is absolutely crippling for anyone trying to work remotely or accomplish anything network related. Thacker-Grigsby is the only high speed internet provider in my area or I would have discontinued my service already. If they are still unable to resolve the issue soon I will likely do so anyway.

  Business Response

  Date: 10/11/2023

  We submitted a trouble ticket for the customer complaint of service occasionally dropping out on 9/26/23.  Our trouble technician went out the next day 9/27/23 and the customer was not at home so he left a door hanger to let them know we had stopped by to resolve the issue.  Our technician was dispatched to his home the next day 9/28/23 and replaced wire and the service speeds tested good.   Customer was told to let us know if he had any further issues.  On 10/3/23 he said his service had dropped again around midnight.  On 10/5/23 our technician was dispatched to his home and tightened a set screw that was loose in the tap equipment.  We again told the customer to let us know if he had any further issues.  As of this response he has not called with any other issues.  His ticket has been closed.

  Customer Answer

  Date: 10/17/2023

  
  Complaint: ********
  

  So as of now, 10/17/2023, the problem still persists and has not been resolved as they claim, or even improved for that matter.  The issue continues to happen to not only myself but everyone that lives in our neighborhood.  This is important to understand when reading their response.  
  
  
  We have been working on this issue for the better part of 11 months now.  My service call and complaint records, if they are recorded like Thacker-Grigsby says they are, would show this.  I can request these records if necessary, if not I can provide phone records of times that I have called in to report this same issue.  
  
  
  You can tell they are not listening to me or anyone else on our street calling in, because they continue to treat the issue like it is an individual one.  For example, the message from them says the following
  
  
   "Our technician was dispatched to his home the next day 9/28/23 and replaced wire and the service speeds tested good.   Customer was told to let us know if he had any further issues.  On 10/3/23 he said his service had dropped again around midnight.  On 10/5/23 our technician was dispatched to his home and tightened a set screw that was loose in the tap equipment."
  
  
  As you can clearly see, they are not interested in investigating any equipment of theirs, only the equipment at my home, that obviously would not be causing issues for people multiple miles away.  
  
  
  I again want to reiterate, this issue occurs simultaneously, for everyone that we have spoken to that lives on our street.  This is a Thacker-Grigsby issue, not a personal equipment issue.  I think we have proven that Thacker-Grigsby is just going through the motions trying to pacify their customers instead of spending their time and resources actually fixing the issue.  
  
  
  I desperately want to get this issue resolved, as this is the only high speed internet provider in our area.  
  
  
  If there is anything at all I can do, please let me know.
  
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/07/2023

  As to the customer's statement that he thinks we are ignoring his complaints: 

  Thacker-Grigsby has responded quickly if not the same day to all his calls with trouble issues.  On 8/29th call we sent a tech out the next day (8/30) and no one was home.  Tech left a door tag to let them know we had stopped by to look at the issue.  On 8/31 customer called back and ask for a call before coming next time.  On 9/5 another tech went to customer premise and the signal was working perfectly.  Customer said it was dropping around 11pm at night for a few minutes.  Customer (female) said she had to leave before our tech could investigate the issue.  Ask him to come back on Friday (4 days later) when her and husband would be home. When the tech was at customer premise the signal was working perfectly.
  

  On 9/26 customer called in again with same complaint of internet dropping late at night. Tech went out next day (27th).  No one was home and he tagged the door to let them know he had stopped by to check out their problem.  On 9/28 tech went back out and did wire replacement on drop wire.  On 10/3 customer called again and we sent a tech out on 10/5 and he tightened a loose set screw.  On both of these calls the service was working fine when the tech checked the service signal.  

  On 10/18 customer called again with same issue of internet dropping around midnight for about 5 minutes.  Tech was dispatched on 10/20.  Replaced all the wiring and modem.  Signal was good when tech was on site. 

  Every trouble ticket issued gets a call back after our techs work the ticket.  We call the customer to make sure their service is working OK after the technician works the ticket.  The customer is asked to call us if they experience an other problems.

  Thacker-Grigsby has responded and investigated this customers issues and has seen good signal when at the customer premise on every trouble ticket the customer has placed. 

  .
  

   

  Customer Answer

  Date: 11/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Am I crazy or are they literally not reading what I'm saying?  They're clearly not getting the message.  THE PROBLEM EXISTS ON OUR ENTIRE STREET, NOT MY MODEM!! NOT AT MY HOUSE!!  They can give me ***** ******** modem and it's not going to fix the issue that obviously exists in a node or in their equipment at a central location.  They can send all the tech's out they want, and I have been EXCEEDINGLY patient.  Every time they send a tech, I ask "Do you think what we're doing here will fix this problem for the rest of the houses on the street?".  And I might as well be talking to a brick wall.  This is exactly why TVS/Thacker Grigsby has such awful reviews.  They go through the motions, but when it comes to fixing the actual problem, we're 11 months in and the problem is worse if anything.  I'm well within my rights to be pissed off here, and I dare anyone to tell me otherwise.

  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/20/2023

  Due to the customers continued issues late at night we sent two technicians to the customers location late at night to work the issue as it was happening.  They were able to resolve the issue and the customer was told to please let us know if they had any further issues.  

• Initial Complaint

  Date:07/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last 3 weeks or more our internet goes out anywhere between 3 to 4 days if not more. 22 of our neighbors have called again and again and each receives a different reply. I myself was to just last week told that they showed no outages. That was a flat out lie. Over 20 people had no internet and we neighbors do talk so the employee absolutely lied. Now on the 4th of July weekend here we go once again. Internet stay a on 2 minutes or less and has all day. When me and some neighbors called to report it yet once again we were told they might work tomorrow!! We all pay for a service that we don't receive yet they want their money. So what are we doing ? Handing a company money for absolutely nothing??? This company runs this small town and won't let any other internet business come in. They should deduct the fee per day for everyday we have no service. I work from home as many others do but you can't like this. It's absolutely unacceptable. I know they have been reported before yet nothing is ever done. Most of us are on a fixed income. Something needs to be done!! Thacker and Grigsby need to fix the issue which happens on a regular basis a over the county and deduct for everyday we have nothing. Just go to their page and look at the reviews. They are all negative!! Some from years ago to present and yet nothing is ever done. Enough is enough.

  Business Response

  Date: 07/12/2023

  See attached

  Customer Answer

  Date: 07/12/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  Even though they have fixed the problem for a few days it continues to go out almost every 3 days or so. This is unacceptable for I'm paying for a service I don't get but if anyone refuses to pay because of no internet then they will cut us off. This is not fair at all but this company gets by with this all the time and nobody does anything to them.
  Sincerely,
  ******* *****
  

  Business Response

  Date: 07/14/2023

  The customer has not responded to our calls and letter to verify there are no other issues since the last trouble ticket was closed.  I will have a technician try again to contact them to open a new ticket.  To make sure the issue gets resolved as soon as possible the customer needs to contact our office trouble department.  

  Customer Answer

  Date: 07/17/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/24, our internet was disconnected they stated that I owe $800 from a bill owed from 2013 this equipment was returned to the company in 2013 I do not have this equipment, nor am I willing to pay for equipment that they state Ive had in my possession over 10 years I have attempted to contact the company for 6 days and they will provide me with no resolution

  Business Response

  Date: 06/06/2023

  This customer had an account balance which included equipment which they claimed they had returned at a prior date.  The customer paid the service portion of the account balance and we reconnected their services.  We are researching the records to verify the return of the equipment.  The customer was satisfied with the resolution of their complaint.

  Customer Answer

  Date: 06/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called the company multiple times to get the billing switched to my name provided more the sufficient evidence that the previous client of there’s no longer lives here and they refuse to switch the billing into my name. This is resulting in me being unable to get other bills in my name such as my trash and k can’t get my trash picked up due to not having a bill on my name. Another issue I am having is I have called multiple more times due to my internet not working they refuse to fix this stating it’s due to cold conditions and I was informed by a previous technician they would need to adjust the levels due to the cold weather. I have called them to adjust they levels and they refuse to send someone to my address to do so. I have informed the company multiple time I work from home and them refusing to fix my internet effects me paying not only then but my other bills they refuse to see that I am correct in this and still want to charge me full price for receiving half or less of what I am paying for. I have had ongoing issues where they refuse to let me speak to a supervisor or management to get my issue resolved and they claim only a manager can do this. I’ve had issues with lack of service with this company for over 2 years and received one adjustment on my bill 10 months ago and they state they will do it every time. Lastly I have called them for an hour and a half on December 26th 2022 and they are in office and nobody will answer to resolve my issue they keep disconnecting the call on me and I haven’t been able to speak to a real person yet and I have messaged there Facebook account to get someone to respond to me and they are reading my messages and ignoring me there as well. I need this resolved I’m a timely manner and they just keep giving me the run around. Thank you.

  Business Response

  Date: 01/03/2023

  *** ******,
  
                         Upon investigation we find that you were part of an outage that occurred on December 24th.  Technicians worked on the outage and were able to restore services on December 27th.
  
                          Regarding the name change we found that once the account balance was paid in full you were able to change the name on the account.
  
                          Please let us know if you have any further issues.
  
  
                                                                                                              Sincerely,
  
                                                                                                              ***** *******