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Complaint Details
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Initial Complaint
07/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Underline failed to provide service as advertised and I had a month long exchange between myself and ******************* with the following statements made from underline:"I want to apologize first for the lack of clarity around our gateway (ONT) set-up and the ability for customers to use their own equipment in addition to this core point of presence. We are continually working to build out this information in our help articles to ensure there is a clear understanding going forward for all customers." (Oct 25th 2022)"I have spoken to our technical NOC and they have been working with Infowest to resolve. My lead, ****, was planning to reach out to you directly to talk through the status and what they are finding. Please let me know if you do not hear from him." (Nov 3rd)After the last message I canceled my service after not hearing back (Nov 7th). I did in fact hear back on Nov 14th (after the next billing cycle).Underline is attempting to collect additional month having failed to deliver adequate service and I had already paid for the prior months of non-service.Business response
07/07/2023
We reviewed this case at length internally and based on the issues experienced by the client, we have adjusted the account to reflect that no additional payment is due.
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Contact Information
1861 Austin Bluffs Pkwy Ste 101
Colorado Springs, CO 80918-7868
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.