JP
Joanna P
1 reviews | Active since Mar 2009
01 Feb 2016, 20:41
Recurring issues following Hellopeter response
After the initial query and receiving cut and paste responses we were finally helped. Diedre was polite and a pleasure to speak to and the technician, Steve, sent to our home was fantastic.<br> <br> After checking our line, Steve recorded over 5000+ errors on the link connecting to BitCo and confirmed that indeed something was wrong with the line and NOT an over-utilization claimed by BitCo. He then contacted the relevant people who changed something and viola, we had a stable, solid 5Mbps internet connection for 3 weeks.<br> <br> On the 11th of January our internet returned to its previous status and worse. We are unable to log into Gmail during off-peak times while getting an average of 0.5Mbps. Last night it took 20 minutes to try and load a speed test which finally settled at 0.07Mbps download. Our line is basically unusable.<br> <br> We queried again last week and were told very politely that they've done their best to modify the link and were given \Take it or leave it\" by cancelling the contract early. <br> <br> We have been monitoring our usage and there is simply no way that we are over-utilizing our line. This appears to be their stock standard, \"a way out\" response, instead fixing the issue. <br> "
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BitCo's replyOfficial
02 Feb 2016, 13:35Hello joaska,
We would like to take this opportunity to clarify a few points from your report.
You are correct that your initial query was misdiagnosed. By listening to you, we were able to ascertain this and that a physical site visit was necessary to pinpoint the exact cause. Adjustments were made and your line was restored in December.
You then contacted us to report that your line had once again degraded. After a thorough investigation, we concluded that there were no further adjustments we could make to restore line performance. In light of this, we communicated to you that we would release you from your contract. On this occasion, there was no citing of over-utilisation.
This was a sincere response because the fault is beyond our control. We will concede that our communication at this time lacked specifics and this could have come across in the wrong way. Our intention, however, was very clear. We do not, in good conscience, expect you to remain in a contract where we cannot fulfil our contractual obligations. This is fair practice and certainly not a stock-standard way out.
We would like to take this opportunity to clarify a few points from your report.
You are correct that your initial query was misdiagnosed. By listening to you, we were able to ascertain this and that a physical site visit was necessary to pinpoint the exact cause. Adjustments were made and your line was restored in December.
You then contacted us to report that your line had once again degraded. After a thorough investigation, we concluded that there were no further adjustments we could make to restore line performance. In light of this, we communicated to you that we would release you from your contract. On this occasion, there was no citing of over-utilisation.
This was a sincere response because the fault is beyond our control. We will concede that our communication at this time lacked specifics and this could have come across in the wrong way. Our intention, however, was very clear. We do not, in good conscience, expect you to remain in a contract where we cannot fulfil our contractual obligations. This is fair practice and certainly not a stock-standard way out.
Best regards,
BitCo's reply02 Feb 2016, 13:35
Official
Hello joaska,
We would like to take this opportunity to clarify a few points from your report.
You are correct that your initial query was misdiagnosed. By listening to you, we were able to ascertain this and that a physical site visit was necessary to pinpoint the exact cause. Adjustments were made and your line was restored in December.
You then contacted us to report that your line had once again degraded. After a thorough investigation, we concluded that there were no further adjustments we could make to restore line performance. In light of this, we communicated to you that we would release you from your contract. On this occasion, there was no citing of over-utilisation.
This was a sincere response because the fault is beyond our control. We will concede that our communication at this time lacked specifics and this could have come across in the wrong way. Our intention, however, was very clear. We do not, in good conscience, expect you to remain in a contract where we cannot fulfil our contractual obligations. This is fair practice and certainly not a stock-standard way out.
We would like to take this opportunity to clarify a few points from your report.
You are correct that your initial query was misdiagnosed. By listening to you, we were able to ascertain this and that a physical site visit was necessary to pinpoint the exact cause. Adjustments were made and your line was restored in December.
You then contacted us to report that your line had once again degraded. After a thorough investigation, we concluded that there were no further adjustments we could make to restore line performance. In light of this, we communicated to you that we would release you from your contract. On this occasion, there was no citing of over-utilisation.
This was a sincere response because the fault is beyond our control. We will concede that our communication at this time lacked specifics and this could have come across in the wrong way. Our intention, however, was very clear. We do not, in good conscience, expect you to remain in a contract where we cannot fulfil our contractual obligations. This is fair practice and certainly not a stock-standard way out.
Best regards,