Shawn Haggerty sent a message to Thomas Rutledge that said:
Dear Sir,
I have been a Time Warner customer in the past. I got rid of their internet because what they promoted their internet speeds as did not live up to expectations. In other words, they promised x number of MB/S, I paid for x MB/S and failed to get them. Since then, Spectrum/Charter has since merged/purchased them. Since I had not found a suitable replacement for them and Spectrum had promoted a 100 MB/S, I tried you out. Since the beginning, I have not gotten speeds any faster than 15-16 MB/S. Now, with the Covid-19 outbreak, I am getting less than 8 (7.65). I understand that your infrastructure wasn't initially built for this type of load but maybe it should have been.
On top of that, my router continuously resets or just goes off-line. I have called your tech support on several occasions but to no avail. They have been unable to fix my issues. Now that my promotional offer is about to expire and I have to pay additional money for a guaranteed internet speed that, for close to year now, I have yet to receive, let alone a dependable router/modem, I just wanted you to know that I am deeply dissatisfied with your company and their services. I would not recommend your company and will do my best to dissuade others in my area from using you. I will also be changing providers to my cell service considering they can offer me the same speeds (15 MB/S) as your company for the same price as your promotional offer. Being a small business owner myself, I figured you might like feedback as to why you are losing customers just like I would.
Sincerely,
Shawn Haggerty
