We started with them June 1st, 2019. We were promi...

We started with them June 1st, 2019. We were promised high speed, fiber optic service. Since we started with them we have had nothing but problems with our internet, billing and customer service. Even if we connected our router to the device directly we still were unable to receive service without buffering or connectivity issues. The worst of the issues was with the Wi-Fi. The router was changed out multiple times and we had a tech come out to her home on five different occasions. We were paying for dual band wireless and our 5 GHz connection was never solid for more than about a minute at a time. The Wi-Fi would constantly toggle back and forth between the 2.4 and the 5 causing the devices to disconnect frequently. After 8 months of consistent issues, constantly calling tech support and having technicians out to our home, we emailed billing and requested a credit to be applied to the account. They applied a $20 credit to our January bill. We didn't pay the January statement and let them know we would be happy to send in payment if they would offer some kind of a resolution. We weren't looking for a crazy high credit and or discount. We were simply trying to reason with the company and get them to see that we weren't even getting usage out of our service. They would tell us on a consistent basis that they were the only provider in Eagle Mountain. After a lot of research I was able to discover that there were other providers in the area but unfortunately none of them had fiber optic. I called the billing department to try and give them one last chance to proactively try and help us. I work from home and it was faced with having to quit my job because at the time I didn't realize there were other options. I talked to the office manager, Diane, on January 21st. I asked her to provide some sort of an explanation as to why the decision to apply a $20 credit to our bill. I was looking for a specific calculation to support their decision. She refused to provide me with any explanation as to why they applied that amount. I asked her if they could take a look at the usage, frequency of issues and repeat calls to customer service and calculate a more accurate credit to the account or provide some sort of a discount to offset the service issues. Diane was extremely rude to me on the phone and refused to provide any options to help our family. I told her I was going to look into canceling my service with them and she said that she did not care if we left the company. I asked to speak to someone higher than her and verbatim she said there is no one higher than me I am the highest there is. I asked her to provide me with the owners name and phone number. She did provide me his first name but said "He doesn't talk to customers" I was so incredibly frustrated by the end of that call. We paid for 8 months of service at an unreasonably high price and only a $20 credit and no other options to provide adequate and fair service. I reached out to social media and discovered that most of the customers in Eagle Mountain experience similar internet issues and more specifically issues with the office manager treating customers poorly. I should also mention that I requested a copy of the notes from all the interactions I had with their company. By law, as a customer we are entitled to that documentation. Diane refused to provide the notes. I am extremely dissatisfied with this company. Fiber optic or not, this company should not be allowed to practice business. They are falsely advertising yet no one is getting the service that is promised. I will continue to make sure that people are aware of the unfair practices of this company.