ComplaintsforRalls Technologies LLC

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have logged multiple complaints with this company, beginning over 8 months ago - I paid to have fiber placed on my property as they stated it was the "only option". We have terrible service, and they have come to the home several times and told me since the "pod" is working nothing can be done. I had to get a new job due to the service being so bad and refusal to help from the company. One time they came to see if they could find a problem and I was told " I have too much glass in my home"..... This latest event they see "an issue from the Roku"( that has been in the home for over 5 months) that is messing up all the devices in the home. Granted NONE of the other devices are even logged into the Roku but they insist it is not them but the Roku. I bought a new DVD player for a room and could not get it to connect to the WIFI. I called LG to have guidance and once I stated that it was Ralls Co Technology they stated that this is a problem with this company and directly transferred me to Ralls Co Technology after hour help line. The representative I spoke with gave me all the information he had that was requested to connect and when it did not work he stated he would make a service call request to the local branch. ( they wont come out without me paying $100.00 IF they decide that nothing is wrong) When we CAN get it to work and come on the screen spins and spins and eventually we just have to give up and shut it off and watch our phones.... I have asked for help repeatedly and it is always the same answer... "everything looks good!"....

  Business response

  10/03/2022

  **** ***** has been a customer of ours for almost a year.  Going back through our records, this customer has notified us of several issues claiming that our internet was the fault of her problems.  Pulling our records, we indicate a 99.98% uptime on our modem(s) along with several months of historical data from our Plume WiFi showing fully speed tests with the allotted package during peak times.  We have sent over at least four different technicians, going through the network, replacing equipment, and each time proving along those lines that our network was functioning.  Every time we would suggest anything with her equipment, the customer would get angry and we have several recordings with our Tier 1 and our in house support where she would become very agitated and would hang up with us.
  
  To make note of her response:  She is correct, we were the only fiber provider in the town of New London.  There is another provider that has DSL along with several wireless carriers as well.  On our multiple attempts in troubleshooting, we tried to educate the customer on wireless performance.  We would go out with our network and demonstrate performance and then immediately go to the customers equipment and notice a 75% reduction in speeds through same equipment. We suggested wiring the laptop directly to the wireless device and customer became more agitated with us.
  
  We even sent out our system administrator to try to figure out if any in home wireless interference.  Matt simply brought up factors that could lead to issues and this brings up the "glass" line of questioning.  We've seen issues with certain types of glass causing interference from our over twenty plus years dealing with wireless networks.  Several studies on this subject.  Not blaming that has her issue, was just a plausible possibility in conversations.
  
  According to my technicians, the equipment in question being used to stream was older and real possibility the apps that were on there were no longer being updated.  As we explained this can cause issues as well.  Along with that, on our last communications where the customer hung up on us, we have rhetorical evidence that her Roku device was over saturating her entire bandwidth spectrum.   We received the alert on Plume network of a possible rogue device but the further enraged the customer and I mentioned above proceeded to hang up on us.
  
  We have no $100 service fee.  Our service fee is $70 and is only applied in situations where there is blatant fault on the customers end.  We never charged this customer for a single service call.  We replaced equipment on her behalf and said equipment we changed out sits elsewhere on our network, with no issues.
  
  Customer demanding a full year credit is just unthinkable.  She has had over 300+ days to change providers if we were that unreliable.  We have no contract, no cancellation fees.  As a cooperative we treat each and every member/customer to our fullest abilities.  If we would of deemed this a situation that was unjust/not functioning, we would of canceled the service on behalf of the customer.  But in this particular case, we have a plethora of information to show that the service was reliable well within the industry standards and anything we attempted to do with the customer was met with hostility and anger.

  Customer response

  10/03/2022

  Complaint: ********
  
  I am rejecting this response because:
  I have since switched carriers NOT ONE SINGLE problem. I let them know of the "issues" that had been blamed on my "glass" "technology" ect and they found it  "laughable". Enraged? After months and months of not being helped , yes  
  I was very upset as any person getting a service would be. I have multiple posts and multiple people that have complained with this company . It is not just me , they say they changed equipment ? I would like to know what they are referring to because no equipment was ever changed.
  They never changed the pod or the router, they told me they would but when I tried another one it did not work either. Last  week a tech came by and "found " and issue and replaced some metal piece but that is the  ONLY time anything was replaced to my knowledge. 
  I did not ask for a FULL refund but partial and for the fiber they put in. The last TWO times I called the tech desk they let me know that my house was the ONLY one that was out...... 
  And this tech said he could see a list of past problems and he had no problem telling me this after I told him how I had been treated. I am more than happy to provide documentation of  EVERY SINGLE call as well as they are saying I was frustrated , the way they speak to me is frustrating as well. I have many screen shots of online posts from others who have had multiple problems with this company and find it funny that they are blaming me for what the techs stated to me as "problems". I can provide this documentation whenever please just let me know. I had a previous job I quit due to lack of internet and those employers had issue as well and when I tried to bring that up , the lady would just say "well give me the names, have them call in" instead of assisting me. 

  This new internet provider also states the MASSIVE problems people have with this company due to lack of support and "blaming" the consumer.

   

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had consistent issues with our cable service for over a year now. We have to reboot our box daily multiple times to get our channels to come in. I have had to spend hours upon hours on hold trying to report these issues, they do send out technicians and even replaced the equipment, but instead of fixing the issue, it gets worse.

  Business response

  04/26/2022

  After review of our customer records, we find this issue was resolved by taking the following actions:

  1. The members television equipment was ungraded to the new over-the-top television system on 4/8/22

  2. On going review and contact with this member indicated the need to increase the internet speed package to accommodate the amount of data usage being used at the location. The service speed increase was made on 4/12/22

  3. Current and ongoing review of the members data usage at the location indicates no further service issues or member complaints

  4. No additional customer calls/complaints have been placed since the 4/12/22 service speed upgrade

  5. The issue is now considered closed

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