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YOKOTA AIR BASE, Japan — For the past month, many subscribers to Allied Telesis’ premium Internet services have been frustrated with slow speeds while paying premium prices.

However, Allied is hoping to remove some of that frustration by offering credit to some customer accounts while continuing to tweak its system.

“Over the weekend, Allied Telesis made the decision to charge all customers only the minimum internet fee (1.5 Mbps service) for some of the frustrations the customers have experienced over the past month,” said Scott Clark, Allied’s vice president for global procurement and operations and Yokota’s on-site project manager, in an e-mail response to Stars and Stripes. “In order to do this, we applied a credit to customer’s invoices.”

This means that customers subscribed to the 3 Mbps service and 10 Mbps service will be credited $16 and $35 dollars, respectively.

Clark added that the credit would appear on this month’s invoice and that Allied has not yet determined how long it will be applying the credit.

“It’s nice to see some integrity on their (Allied’s) part,” said Senior Airman Rob Hopkins, who currently subscribes to the 10 Mbps service.

Hopkins, a self-described “techie” who works in the 374th Communications Squadron and is a member of the Computer Users Group of Yokota, said he was impressed with how quickly Allied has brought almost the entire base online, but is upset by how long it has taken the company to work out all the kinks.

“I like what the new services are supposed to be, but I just haven’t gotten them yet,” he said.

Clark said that Allied is still working to resolve issues affecting Internet speeds across the base.

“We did resolve an issue today that, at the moment, seems to alleviate speed issues with a majority of users on the base,” he said. “We are only a couple of hours into this at the moment and we’ll continue to monitor things over the next 24-36 hours.”

However, Clark stressed that he is not claiming that everything is fixed on the network and that Allied will continue to work with customers directly to monitor network speeds and application performance.

Earlier, Hopkins checked his speeds at home and said he saw a “significant improvement” in his download speeds. He said he hopes that all the issues are eventually resolved because, “for people stationed overseas, the internet is our connection home and to the rest of the world.”

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