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Rich K | 02-06-2013

I have been with this provider for about five years, only because I can't get anything else. I pay my bill on time and without fail, yet when I call due to excessive speed loss or other issues, I am told that they can't do anything or they will turn in a work order. This is followed up by no response until I continue to call repeatedly. Even then I am again told that they are working to resolve any problems, but no info as to how long I can expect any better performance. When I say speed loss, it is so slow that I am unable to even log in to my email. I ran multiple speed tests via speedtest.net and for several days my speed was "ping from 346 to1072, download from 0.38 to 0.92, and upload from 0.02 to 0.16. This is with a service speed of 3.00. The first day I said nothing, thinking it would be resolved shortly. Second day I called the help desk to which I was told a work order would be issued. The third day I waited most of the day, giving them ample time to contact me with any information. At the end of the day I called and was told they had no idea that I called, but would get with the tech and have them get back to me. Again I waited most of the next day until I again called the help desk, and was told they could not help beyond the work order already turned in. I asked that my account be noted of my call, and be noted of continued problem, and that if I am not receiving the service I am paying for then I should not be responsible to pay. Finally, I received a call from Heartland Net after four days. I was informed that an effort was being made. I asked for an ETA of even some service. The response was "I hope soon". My response was again that I should not have to pay for service that I am not receiving. I was informed that if I don't pay for my service it would be terminated. I ended the call with the intention of finding another ISP. Of course, they must know that there are really no other options in my area. As I stated, I did my speed test via speedtest.net. Therefore, I have a record of the results of the test and a record as to how bad the problem is.

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