family billed for satellite Internet service that never worked

A Knoxville family tried to join the growing number of people getting satellite Internet systems. However, their provider has billed them for six months while they haven’t had service.

Direcway is a satellite Internet service. You may have seen infomercials touting the advantages of the system. One says, “You won’t need to install any software or use up any valuable hard drive space. Plus, you can install Direcway on PCs or Macs.”

Lynn Hammond explains the advantage. “You don’t have to go through dial up. You don’t have to go through cable. The only cable that’s set up is from the dish to the modem.”

Lynn’s dish and modem arrived in January and Direcway set up the system. But there were problems the day it was installed.

“The system never worked,” Lynn says. “I got on the phone the following day and stayed on the phone for two weeks talking to one technician after the other. They said, ‘Oh, you’re going to have to hook your system up to the PC.’ And I said, no, I don’t want to do that. I purchased the Mac. It’s new.”

Lynn wrote to the Better Business Bureau to complain. Direcway responded, saying their modem can’t talk to the browser in Hammond’s new Mac.

But Lynn bought the Mac exclusively for the new system. “They were trying to get me to hook the system up to my old PC. Had I done that and had they gotten it do work, then they could say, we got it installed.” Full Story…

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