| Fees are not ISP Bway.net fees We try our best to provide our clients with "hands on" support. In this case the client insisted that the problem was not his hardware, which unfortunately turned out to be wrong. As he states we have replaced hardware for free on a previous occasion, as we like to test and troubleshoot and invest some time and effort so that our users are not hit with any posted fees.
When the client insisted that the problem is the ILEC, the only thing we can do is use the CLEC's (Covad) trouble ticket support system. The CLEC will not open an ILEC ticket unless a tech goes on-site. This issue turned out to be a hardware issue, Covad bills us $200 for this, and we are simply passing it on to the client.
If the client wishes to return the unwanted and replaced hardware we are willing to credit any fees paid for the hardware (even though we must pay the Covad for the device). |
