Open letter to Picanoc.net

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We are dissatisfied with your internet service in Sheenboro and area. Our speeds have declined significantly over the last few months, and we find it increasingly hard to receive a reasonable response and explanation, let alone improved service.

We are dissatisfied with your internet service in Sheenboro and area. Our speeds have declined significantly over the last few months, and we find it increasingly hard to receive a reasonable response and explanation, let alone improved service.
The constant loss of connection or buffering to do simple things is extremely frustrating.  As people are working from home or trying to run a business, reliable and fast internet is necessary. There are people whose children’s health is
compromised so they are unable to return to school, but they are concerned their slow internet will jeopardize their children’s educations.
We are not getting anywhere near enough attention. An unresolved problem has existed for months. When can we expect a resolution? Why are we made to feel forgotten?
We are requesting the following:
–    Improve the infrastructure to give us faster speeds to be able to receive emails, download documents and watch programming as we did before COVID increased your customer base.
–    Credit our accounts when there is a service failure.
–    Hire a technician for western Pontiac to fix issues quickly.
–    Ensure technical staff is
knowledgeable and do not blame the
customer’s computer systems.
–    When there’s an outage, include a message in the phone waiting queue
stating that so customers don’t waste time on hold.
–    The standard way of describing internet speeds as “up to” xx Mbps is abhorrent and insulting. True, 1.4 Mbps does meet the standard of “up to 5 Mbps”, but when half of customers have less than 3 Mbps, one has to question your claims.
We are loyal customers and expect better service. Senior management
needs to do something, and they need to communicate with residents. Make a video to advise us of your plans. The pandemic is not yet going away. You need to respond now and not later!

Joann McCann & Glenn Magill, Mayor Doris Ranger,
David L. Prentice, Brian Crook, Anita and Bill Sawyer, Penny and Roy Perrault, Janet and Frank Retty, Nancy Burnett, Mike and Barbara McCann, Gerald and Cindy Wheeler, Fr. Tim Moyle
SHEENBORO