Practice Task 9 · Parts 1–4

From: Marisol Ferreira, Customer

To: Support Team, NorthLink Internet

Subject: Third outage this month and modem upgrade

Hello,

I am writing about my home internet account, number NL-88291. This is the third time this month that my connection has dropped completely, each time for two to four hours in the early evening, which is when my two children need it most for homework. I have already restarted the modem and router each time, as your automated system suggested, but the outages keep recurring on roughly the same schedule.

I also want to ask about upgrading my equipment. I currently have the modem that was installed when I signed up in 2019, and I have read on your website that newer modems can handle higher speeds and are less prone to overheating, which I wonder might explain my repeated drops. Is an upgrade included in my current plan, the Home 300 package, or would it cost extra?

Finally, my contract renewal notice arrived last week, and it lists a price increase of eight dollars a month starting next billing cycle. I do not remember being told about this increase when I signed up eighteen months ago. Could you clarify whether this is a standard annual adjustment or something I can dispute?

I would appreciate a call back at your earliest convenience, ideally before Friday, since that is when I need to decide whether to renew or look elsewhere.

Thank you,

Marisol Ferreira

— REPLY —

From: Devon Okafor, NorthLink Support

To: Marisol Ferreira

Subject: RE: Third outage this month and modem upgrade

Hello Marisol,

Thank you for the detailed account. I checked your account history, and I can confirm that the outages you describe line up with scheduled maintenance work our network team has been carrying out on your local node between 6 and 9 p.m. That work is expected to finish by the end of this week, which should resolve the recurring drops without any equipment changes on your end.

Regarding the modem, your current unit is indeed an older model, and while it is not the cause of these particular outages, it is due for replacement. Customers on the Home 300 package are eligible for one free modem upgrade every three years, and since yours was installed in 2019, you qualify now. I can arrange for a technician to swap it during a scheduled visit, or you can pick up a self-install kit at any NorthLink store.

On the price increase, this is a standard adjustment applied to all accounts at renewal and was disclosed in the original contract terms, though I understand it is easy to overlook. It is not something we can waive, but I can offer you a three-month promotional credit of five dollars a month if you renew before Friday, which would offset most of the increase during that period.

I will call you tomorrow morning to go over these options and confirm the modem swap.

Devon