V2 Rubric Detail — 96417df2-7fe5-11f1-b…

Hi there, um, I'm having issues [silence] Hi there

I'm getting really frustrated because I've called you guys numerous times about these same problems for year after year after year and you guys keep telling me to monitor them and to call you back and you'll end up sending me out a new system if the problem persists and the problem is still persisting, it's it's affecting my work, it's affecting my personal life, it's really pissing me off and I need you guys to follow through with what you're gonna what you say you've been gonna do for years and get these stupid systems replaced, they do not work properly, they're constantly dropping the internet. My internet provider, if I connect to that gateway, it works totally fine, like my TELUS or my Shaw hub works totally fine, it's your hubs that are I'm connected to them, it shows I have full strength but when I go to do anything, it says I'm not connected to the internet. I have multiple case numbers, would you like some of my multiple case numbers I've given you?

[silence] Okay, so the the one from 2022 was 149-5-3-507. The one from 2023 was 1555-49-29. Another one from 2023, 1555-4882. Uh, I'm just I have an email here. Uh hold on. I have so many emails, it's tough to find them. What would it come from? Like a support or like this technical support? No, it wouldn't come from links. It would come from a technical support department or a link to support department. Yeah, 250.

zero eight seven eight, nine zero zero one. Nine thousand and one. Yeah. Yep. No, it should be G underscore Lee underscore at hotmail.com, not Gavin. Yeah, yeah. I'm calling for the same device, the same problem I've had ever since I bought these units. We have two sets of them.

as well in bristol stoke at the other house and they're doing the exact same problem as well. So we've tried we've started claims on those ones as well. Like it's just been an absolute chip show. You guys keep telling us that we're going to get these units replaced if we keep having these problems. We keep having these problems and you guys keep telling us, oh, well, monitor, just check a few more things for me and monitor and call us back. And then when I call back, you guys say the same thing. You guide me through the process of resetting all the gateways, turning them off, redoing them all that way. You've walked me through the process of doing hard resets, putting them back to factory factory settings, re-adding them all, resetting them all up. Like it's just been an absolute chip show. Like I'm just it's so frustrating. I'm in the middle of zoom meetings with work and my internet decides to stop working. If I can't, if I pick up my laptop and walk over to the gateway where I'm in range of my provider's uh modem or router or whatever. So there's the second I connect to yours, I it says I'm connected, but I don't have any internet. So it's really affecting me negatively. I'll be in the middle of very important meetings. I'll be in the middle of I'll have kids playing important games on the on the machines and they'll be losing every everybody's just dropping internet with you guys. It's just so frustrating. Yes, I've called you guys. Ive Ive been documenting these problems since 2022 with you guys going forward. Every time you get oh, don't worry, you're still in warranty and I feel like you guys are just pushing me back and pushing me back and pushing me back on the same problem I have over and over and over and over again until I don't have warranty anymore and then you're going to go, oh, you're outside of your warranty now. Sorry. [silence]

When I've been documenting this issue with you guys since 2022 when I bought them, I wish I never bought them. They've just been such a pile of junk. Yeah, exactly. See, this is exactly what I was saying was going to happen. Go and look through all my history of my calling in. I've documented this same problem numerous times while I was in warranty. And I knew you guys were going to pull some stuff like this. This is absolutely unacceptable. I am. Yes. And you're going to walk me through resetting it and unplugging. Go around all the terminals and unplug them all and do I've done these steps hundreds of times. Thank you. I appreciate that. Thank you, but transc

Very much. I'm just, I'm sorry, I'm frustrated. I spent a lot of money on these systems. They're net they've never worked how they were supposed to. I've constantly called if you go and look at my history, I've called in countless times about this exact same problem over and over and over and over again. If it was working fine, I wouldn't have called you at all about it. I would have just used them and I would have loved them. So, um, so I really appreciate you looking into this because it's just been like, yeah, it's, it's really unacceptable. And I really appreciate your time. Thank you so much. I can hold. And every time they told me, don't worry, well, you're still covered. We'll get you replacement units if it doesn't work. And then they never send anything and they tell me to call back and I call back and they just keep sending stringing me along down the line. I really appreciate you though. Thank you so much.

uh hi there. no problem. Uh [silence] yeah now that second level teams have helped me lots in the past and we're unfortunately yeah is this something I'm going to be able to deal with today because I have to go back to work tomorrow morning and I'm not finally the problem is is that I work out of town as well so I'm not really back a lot so every time I'm back is late at night when you guys are closed or and yeah so I had some time now and that's why I figured I would call you guys and hopefully this is my cell phone yeah yeah this is yeah best time well yeah I go back to work out of town tomorrow so I won't be by the units later but I'm by them today

No problem thank you

Okay. Yeah. Thanks so much. Thank you. Awesome. Thanks again. Bye.