Installation Complaint

I am writing to file a formal complaint regarding an internet installation that took place yesterday, May 24, 2026.

The technician arrived to install our 500 Mbps service. I initially requested that the router be placed in the living room and showed him where the previous coaxial cable had been removed. While in the basement, Ray suggested installing the router there instead because of an available power receptacle. When I expressed concern about the signal strength for our devices upstairs, he assured me that the router could cover up to 40 devices and that the signal would be sufficient. Based on this assurance, I agreed to the basement installation.

Before the technician left, I checked my devices and saw speeds between 100–300 Mbps. However, shortly after he departed, our connection began buffering and stalling repeatedly. I performed a speed test in the basement which resulted in over 500 Mbps, confirming that the signal loss was due to the router's location. To resolve the issue, I had to personally assemble and run a CAT5 ethernet cable from the basement to our Eero routers upstairs to achieve the 500–550 Mbps speeds we are paying for.

It is my impression that the installer chose the basement location to avoid the extra work of running the cable to the main floor as originally requested. I do not feel that the $50 installation fee is justified given that I had to finalize the setup myself to make the service functional.

Please look into this matter. If we encounter further service issues, we will be forced to reconsider using your company as our provider.

Best regards,

Shannon [Edited: Personal Information]