Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See the explanation below. I have called Digital Path at least twelve (12) times from February 2024 through May 3, 2024. My iPhone will not show calls prior to February 12, 2024. I cannot verify how many times from November 8, 2023 to February 12, 2024 that I called Digital Path complaining about their service. Now, because I want to cancel with them, they want to charge me $250.00 for a cancellation fee for horrible service. I objected to that but they said I'm in a contract and I must pay the cancellation fee for horrible service that didn't work most of the time. My renter could only work on her computer the evenings when she was here for half an hour at a time before losing wifi/internet. She has threatened to move if I don't get better service. I am a senior on a fixed income and their sales pitch was not what they said it would be thus all the calls to complain from me. But my calls went unnoticed without any suggestions as to how to solve the problem.

  Business Response

  Date: 05/10/2024

  We understand the frustrations our customer has expressed and have offered our advice and suggestions for how to proceed. We can see that our customer's service was installed in November of 2023. At the time of installation, she signed a 1-year contract that was set to expire on 11/2024 before going month to month. Since her installation, she has called for technical support 6 times. When reviewing the notes of the interactions she has had with our team, it looks like we have had consistent advice for her concerns of slow speeds and disconnects. We have advised that her performance metrics are within spec and look great and the issue she is experiencing appears to be local to her personal router that she is using. The equipment we installed has been tested and confirmed that it's available capacity for speeds is well above her current service plan of 50mbps, testing upwards of 200mbps. We also record logs of each connected service session and have logged that her session "up" times range from 4 consecutive days to 20 consecutive days. When a customer is experiencing poor service, we would see those results in their speed capacity tests (as below plan speeds) or their session "up" times showing frequent disconnects (short and frequent sessions of minutes to hours), among our other tools and tests. We have advised our customer that the issue she is experiencing is likely due to the router she uses for her WiFi. We do not provide routers and cannot offer support for personal routers or individual local network configurations, outside of general guidance. Our team has consistently recommended that she look into a separate service that can offer advice tailored to her local network and her set up for her tenant. We have not received information showing that she has done this or acknowledged our advice. As she cancelled her account prior to the end of her contract expiring, she was liable for an early termination fee per the terms of the contract she signed as we have provided service and support per our agreement. 

  Customer Answer

  Date: 05/31/2024

  I am rejecting this response because:

   

  I disagree with everything they are saying. I have a record of 12 calls from mid-February until almost the end of April. My phone does not show calls prior to mid February back to the beginning of December and I did

  Call them complaining. Just because I didnt always talk to someone in tech support as the person on the other end of the  phone said they could help

  me and wouldnt transfer me to a tech person doesnt mean I didnt try. They never told me it was my equipment. I had a router with Mediacom and

  Was told by Digital Path I didnt need to use my router.  Why did my equipment work when I had Mediacom before. And now its working now that I went back to ********. I asked about whether the trees between my house and Mt. ******* would interrupt the service and they said yes it would. Their answer to me was to cut the trees down. They werent on my property but all the way up to Mt. Konocti. Do they think I can cut down trees on someone elses property and make a clear path to their tower on **********. And nobody ever came out here to investigate the problems I and my renter were having. Im very frustrated with the way Digital Path has treated me and they are not being very truthful at all. 

  
  

  I feel I should get my refund back as they should never have conned me into going with them because they knew the service would not be good because they couldnt get a clear view from

  My home to their tower on Mt. Konocti. 

  
  

   

  ******************************;

  
  

  Business Response

  Date: 06/03/2024

  We reached out to ******* and spoke over the phone. We explained our last response in detail to better help ******* understand our conclusion regarding the issues she was experiencing. ******* mentioned that she had not had these problems with her last provider and since canceling with us, she has gone back to her previous provider and has had not issues with them since. During our conversation, she mentioned using a Netgear router with her old/current provider and that we told her a router was not necessary to use. I clarified that our equipment does require a router to be used and according to our records, she was using a TPlink router (she mentioned not realizing that was a router). I confirmed in a follow up phone call that there would be no reason why her equipment would work with her previous/current provider but not us. I did mention though that it was likely due to previously using a Netgear router and then switching to a TPlink router. This would support our conclusion that the issue was happening with her personal local network. In any case, we told ******* she is liable for the $250 early termination fee per the terms of the contract she agreed to and that we have been unable to find a cause on our side for the equipment issues. However, as a major exception, we would reduce the fee to $150. ******* was agreeable to that resolution and said she would follow up in a few days to pay the balance. 

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/24/2022 Our internet has been out for 6 days straight. We've been digital path customers for over 10 years and have never had service be this bad. It's been Out for many days in a row over the last year maybe longer and typically out for several days each week. Too many days to count. I have called so many times to reestablish the connection that I've come to know the tech Bill pretty well. He usually figures out how to get the "relay" back up but other Techs are dismissive and just say they don't know when the service will be back on. Today after 6 days of being out I was told that they still don't have anyone to help because the nearest technician is in Mount Shasta. We can not work from home and have exhausted our efforts to connect to other service providers through our ************** hotspots. Our security systems, TV's, access gates, and computers are not working. We need a resolution and the owner to take responsibility and repair this horrendous interruption in our service.

  Business Response

  Date: 10/18/2022

  Between June and August 2022, we received a handful calls from the customer regarding the speed of their service. During and shortly after all of these calls our tech support department was able to diagnose and fix the issues by rechanneling the frequencies on the relay. They also confirmed that the customers device was receiving the speeds of the plan they were paying for.
  
  On September 4th and 6th 2022, the customer called in reporting that their service is down, we diagnosed that there was an issue with the relay the customer is connected to, and we were actively working on getting a team out there to fix it. We had teams at the relay multiple times and were unable to resolve the issue and unfortunately determined it would need to be decommissioned. As this customer was the only person currently connected to that relay, we set up the customer with a service call to upgrade them and get them connected to a different relay.
  
  On September 26th, we went to the customers house and our field technicians were unable to get a proper line of site to the new relay. The signals being received were not sustainable, nor able to provide a quality connection. After discussion with the customer about available options at that point, it was determined that we would credit back the prior month and a half of service, and they will be closing their account to find a new provider.