Corporate Complaint

Hi there,

I am very curious as to 3 of things:

1:  Why is it that I have had 3 technicians come out to my house when I called about our tv not being able to stream when one of us is on our desk top and yet the issue is still happening.  The first tech blamed our tv (which was 4 days old at the time) and he told us to return it and get a better one.  The second tech said our lines were bad and he came back and trenched our yard and ran new cables from the pole to our house, but yet the speed is the same.  The third tech said it was our router.  This is an interesting one as a member of your Oak Brook, IL store team told me I needed a new router, so I pulled up Amazon while in the store and he told me what I needed as far as the DOS 3.1.  I showed him one just to verify and he said that the router I was showing him is a good router and one he would use.  Thinking that this is good, I purchased said router, only to be told by tech 3 that the router is only approved to use, not recommended.  While tech 3 was here, he did hook up his computer to check speeds on it directly into our cable internet line and he got 750mps.  We are paying for 1200, so we expected him to get a bit closer than 450mps off.  So basically, we have been paying full price for 2/3 of our speed each month, which is not all that fair.

2:  In the Oak Brook, IL store, I talked to an associate who told me that if I was to use my own router, then you would charge me an extra $30 per month, but it was only $10 if I used one of yours.  I called customer service after that and was told that is not true.  I then went back in about a month later to see about new promos and nothing had changed, but was told that if I want to use my own router, it would be $135 for a 2000mps plan but if I wanted to use one of your routers, it would be $115.26.  This would be the same internet flowing through either router, so why the difference in price?  It should be the same price as it seems that you are charging me extra for using my own router.  That is a violation of the FCC law called the Television Viewer Protection Act of 2019 which has in it that you can not charge anyone for using their own equipment.  This relates to TV, mobile and intenet devices.  So please let me know why you are charging $20 more for me to use my own equipment as opposed to using your equipment, as I would like to know the answer for this.  If I do not hear anything, I will be filing an FCC complaint to have it looked into as to why you are charging the extra for use of my own equipment.  

3:  While in the Oak Brook, IL store, I was advised that the promo for the 2000mps plan would be $135 while using my own equipment, but when I called customer service, they told me it would be $150.  I would assume that they would be looking at the same promos and costs, so please tell me why there is a $15 difference between a store and customer service.  That seems like it would be a huge disconnect and would make a lot of people very unhappy with your service if they were told one price by one person and another price by another.  It doesn't seem like that is the best way to do business.