Complaint Review: Digis - American Fork Utah

 In 2011, when I signed up for service, their 6 Momnth promotion was what got my attention.  I don't have many options in my area for internet service, even toady.  After 7 months of service they increased my equipment rental fee.  You can not buy equipment, nor provide your own.  With Digis you must continually pay the equipment rental fee.  The increase was 30%.  They didn't advise me of this in any way except the line item on my bill.  Not a big deal at the time, BUT only the first offense.

After my introductory period ended my costs doubled.  I was not happy about this at the time, but, again, I don't have many options and I NEED internet for my home phone and work use from my home office.  So, I am obligated to continue.

In April of 2013 they contacted me about an upgrade offer.  They were going to upgrade my "radio/antenna" at no charge and offered to waive the $10 monthly increase for the first month, while I tried the faster service.  I declined at first, but at the insistence of the representative, I accepted the offer for a trial of 30 days at the faster speed.  There was NO mention of my plan being a "grandfathered" plan which, if I changed from it I couldn't go back.  As a matter of fact, the entirety of the  "trial schpeel" was "you can try it for 30 days and we will credit the $10 difference to your acccount."  That was it.

After the 30 day trial I had found that my wireless (WIFI) use at home was still the same.  Youtube ALWAYS buffered and ALL PC's on the WIFI were slow to load pages.  My laptop and server with wired connections were significantly faster so I know my 802.11G is the culprit, BUT why pay the extra monthly for more bandwidth that I can't use when 95% of my useage was still going to be mediocre. 

I asked them to downgrade my service in May, when I called about my past due balance.  They advised that they couldn't affect teh account until it was current.  Of course, I paid it and then asked for the service to be returned to my original plan.  They said they would.

In June I received a bill for service.  There was the usual late fee bacuse they bill in advance and I can never seem to get on top of paying for something I haven't used yet.  my bad.  However, I noticed that the May and June service was still at the 10Mbps plan rate, 20% higher than my original plan.  I called and asked them to switch it back down to the plan I had before.  OK, they said.

So, today I just got my bill again.  There is a rate increase of $5/mo or 12%.  Also, my service is still at the upgraded plan, costing 20% more than my original plan (now 37% higher than my sign-up agreement).  I called in ask why it hadn't been switched back to the original plan.  I was then advised that my 7Mbps plan was no longer available.  I was also advised that it was a "grandfathered" plan in that if I left it I could not get it back.  When I asked why I wasn't advised of this when they offered the upgrade there was NO ANSWER!

The representative courteously stated, "We have only had 3 rate increases since the beginning of the company."  I advised that 2 of them were in the last two years, since I have been a customer.  She (Jenny) offered to switch me to the 5Mbps plan, which has unaceptable performance.  She also reviewed my bill/account to advise me that I keep seeing late fees because I pay 10 days before the next bill is printed.  I have to review that in my "contract".

When I asked why I hadn't been advised of the rate increase, she said "we informed everybody 30 days before it went into affect."  After reviewing their terms and conditions I find that is it MY responsibility to check their terms and conditions on the support page, "frequently" for changes.  REALLY!!  When I raise my customers rates (VERY infrequently) I advise them by letter and a phone call, WITH an explanation of why, a month or two before their rates increase.  Digis' performance is Unbelievable.

So, their rate increases are masked with plan changes and discontinuation.  I signed up for $19.95/mo and am now being billed $50+fees.  I am shopping for a new partner.