On May 12, Roku, a service provider for streaming entertainment, experienced an outage for ESVBA’s internet customers after Roku completed a software update.
For eight days, Roku’s customer service representatives had no knowledge that they were responsible for the interruption of service. They continued to tell me to check my internet connection, change my router password to all numbers, and other useless advice.
I called ESVBA; they concluded that Roku had conducted a failed software update. ESVBA took my name, phone number, and email and indicated that they would keep us posted on the diagnosis of the problem and the timeline for a solution. Matt Ertle, Manager — Network Operations for ESVBA, and his staff sent emails as soon as the temporary patches were available and then again when the final software update was available.
Such great customer service. Thank you, ESVBA!