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DigiLink won't live up to their promises.

I was promised that if I decided to terminate my contract, I would not be charged an early-termination fee. Guess what happened? Don't even consider DigiLink as an ISP. Terrible customer service, coupled with an inferior product that never even approached the promised throughput, and what ISP today won't allow the customer to manage their own LAN settings or set their own WiFi password? I was really rooting for a Mom & Pop ISP to be a valid alternative to one of the big communication networks. I was hoping that a small ISP would have a little more customer-centric focus. Sadly, I was very wrong.
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#1132900

I would like to set the record straight.

Our service actually worked perfectly for this customer however, unfortunately he insisted on having administrative access to OUR equipment! He was informed that due to our need to maintain the integrity of our network we could not provide him with administrative access to our equipment.

We offered him alternative options which he decided not to take us up on.

He cancelled service abruptly on a 1 year term agreement 4 months after making his initial request.

DigiLink provided his service fully under the terms of our agreement. We never stated that we would waive early termination fees however, the customer chose to interpret our email response to him on 11/24/2015 in which we said:

"In an effort to accommodate your requirements, we are willing to offer the following options - you can connect your router to our router, and we will disable the Wifi. We will not, though, turn our router in a bridge, it must remain a router.

The other option is to change your service type. We have a higher grade of service - our SOHO service - which will give you a fixed IP address and could be separated from our residential network, so you can use your own router.

I have attached a quote for our SOHO service for your review. If you think that you would like to upgrade your service please let me know. We can get it taken care of very quickly, and Hossein can pick up the router when he visits your boat to make those adjustments to your antenna that we were discussing earlier today. If you decide that you need to cancel your service, we understand and will put up no resistance." We never stated that we would waive an early termination fee.

In the end the customer terminated for his own reasons and not due to any defect or problem with our service. This simply comes down to "you can't please everyone" and the customer is sour because his decision to terminate service resulted in an early termination fee.

ID
#815894 Review #815894 is a subjective opinion of poster.
Location
Los Angeles, California
Cons
  • Failed promises
Reason of review
Poor customer service
Loss
$242
Preferred solution
Full refund