LECAP Broadband Access Experience Form

The purpose of this survey is to field customer satisfaction and experience with both the LECAP team and internet service providers. By sharing your broadband access story, consumers will help the Office of Broadband to identify barriers experienced by historically underserved communities.

LECAP Consumer Data
Suggested areas for improvement and directions for further research will be garnered.

1. Select today's date. *This question is required. This question requires a valid date format of MM/DD/YYYY.

calendar

2. What is your e-mail address? *This question is required.

3. Provide LECAP application number. *This question is required. The value must be a number. This question requires a valid number format.

4. Please select your Internet Service Provider (ISP). *This question is required.Please select at most two (2) options.

Customer Satisfaction
The next set of questions make reference to the following:

Service
Issues with coverage areas or coverage maps.

Billing
Provider has charged you for a line extension despite being approved for LECAP about advertised rates, service charges, taxes, fees, surcharges, lifeline.

Construction
Problems related to issues with speed of deployment, damage incurred to property and/or delayed repair of damage.

Equipment
Issues with broadband malfunction or failure of internet to operate as it should.

Interference
Issues with interference or service interruption.

Privacy
Your personal information has been breached or is at risk of being breached.

Speed
Unable to reach subscribed speeds or latency issues.

5. How would you rate your experiences with the LECAP team?

Space Cell	Very Dissatisfied	Somewhat Dissatisfied	Neutral	Somewhat Satisfied	Very Satisfied
Timely request of income verification documents
Notification of eligibility within 30 days of receipt of application
Confirmation of eligibility and award amount for special construction costs
Liaison between consumer and internet service provider
Technical assistance with application process and/or ISP referral

6. Please rate your satisfaction with the LECAP team.

Extremely Dissatisfied	Somewhat Dissatisfied	Neutral	Somewhat Satisfied	Extremely Satisfied

7. Please rate your satisfaction with your ISP.

Extremely Dissatisfied	Somewhat Dissatisfied	Neutral	Somewhat Satisfied	Extremely Satisfied

8. Please rate the frequency of these broadband access issues:

Space Cell	Not At All	Very Little	Somewhat	Very Much
Service
Billing
Construction
Equipment
Interference
Privacy
Speed

Customer Complaint
If you would like to share your broadband experience with your contracted internet service provider (ISP), please answer the following questions.

9. Do you want to provide information about service provided by your ISP? *This question is required.

11. In the description field, you can provide specific details about your experience, including the name of the provider, your address, and any other information that describes the challenges that you have experienced, including those due to a provider's practices and policies related to certain terms and conditions of service, such as those concerning speeds, data caps, throttling, late fees, equipment rentals and installation, contract renewal or termination, customer credit or account history, promotional rates, price, or how technical support is provided.

12. Describe what happened chronologically so that we can understand your issue (e.g. timeline of events). If relevant, include the name/title of the representative of the company you are complaining about, your account number, and any other information you think might be pertinent. You may attach any documents you believe will support your complaint.

Please attach file here (optional).

File: {{filename}} delete