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ComplaintsforSureline Broadband, LLC
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Complaint Details
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Initial Complaint
01/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Not delivering service, accepting payment refusing to give us our upgrade equipment that we paid 400 dollars for they refuse to help us fix our internetBusiness response
01/06/2023
Two employees went out to ************************* house on January ******************* spoke with ********************* and were able to confirm that the issue is with the customer's internal network. She has 3 switches in her house that she installed. We tested and found out that on two of these switches they are malfunctioning and also have multiple dead ports. Advised the customer that her switches she purchased are defective. Also found that some of the customers' ethernet cables that she bought online are bad. One of them was wired incorrectly when it was made. Advised the customer that her issues are internal in her own network that she setup and that I recommend that she gets rid of all of the switches and changes over to one switch that she can use to hardline all of her devices instead of having three different ones. Advised the customer that this would help minimize the points of failure and should help her devices run better with fewer drops. We plugged in directly to the customer's *** and ran a speed test and got speeds corresponding with her package. We then started plugging into her various switches and confirmed they were faulty. The customer stated she will buy one bigger switch to handle her needs and also replace her internal ethernet cables. We went out and did all of this troubleshooting for the customer free of charge. She has now acknowledged that the issue lies within her internal network and not with our provided service. We gave customer recommendations on how we think her network should be set up to minimize her issues inside of her house free of charge as well. We have photographic and video evidence taken during troubleshooting at the customer's house proving her internal issues. We also went out to her house on December ******************** to the customer stating she was experiencing issues then also and we ran speed tests then as well and also got speeds corresponding to customers plan allotments. We have pictures of those speed tests notated in the job. This job was also completed free of charge.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.