ComplaintsforCitynet LLC

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved to ***** **** ******* in ********* ** due to the internet services that they have. (fiber optics through citynet) My job requires me to have a stable fast internet connection and this has been everything but that. I’ve lived here for 6+ months and have had constant issues with my internet disconnecting 1-2 times every 24 hour period. On top of this, the last month online gaming (my occupation) has been IMPOSSIBLE due to an unknown issue that they can’t seem to pinpoint. They just continue to tell me they have technicians coming, which has solved absolutely nothing and after a month still don’t know the “problem.” Citynet has been nothing short of a headache and for my job I don’t have any options but to start looking into moving to a different state.

  Customer response

  11/01/2021

  The optimistic outcome that I hope that could be reached is simply them fixing the service. I just want to be able to perform my daily job from my apartment without having to move to a different state. So in short, if they resolve the packet loss issue they are having I would be satisfied.

  Business response

  11/20/2021

  Citynet is committed to providing the best customer care possible and will go above and beyond to do so until the customer is satisfied.

  
  To recap, the customer opened a trouble ticket with Citynet on 8/27 to report internet issues that were affecting his business that he runs from his place of residence.  Over the next 30 days, Citynet performed extensive troubleshooting measures in the attempt to resolve the problem, including four service calls to the customer.  During that time, Citynet replaced the customer provided third party router with one of Citynet's; replaced the customer provided cat5 cable from the router to the pc with new cat5 cable; and replaced the internal cat5 cable with shielded cat5 cable from the customer's residential unit to the apartment complex's switch closet.  Citynet also noted that no other customers in the same apartment complex were reporting any issues.  As of 9/24, the issue appeared to be resolved until the customer called in again on 10/28 and 10/31 to report internet issues again.  Citynet noted that we had outage issues with our upstream internet provider on those corresponding days.  Citynet dispatched a technician to the customer's residence on 11/2 regardless of the upstream outages.  Upon arrival, the customer reported that the issues had not resurfaced since 10/31.  At that time, Citynet considered the trouble resolved and closed the ticket.  No further troubles have been reported by the customer since then either. 
  

  In summary, Citynet provided excellent trouble shooting and repair service to the customer that in the end, did resolve the customer's complaint, until two outages outside of Citynet's control caused issues again for the customer.  However, once the outside outages were resolved, the customer's service was again restored to normal/acceptable levels.  I would also note that the customer was never charged for any of the service appointments or replaced equipment during the troubleshooting time.
  

*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. ↩