Trying to Cancel Service is a Joke
I keep trying to call and cancel this absolutely horrible internet service. I don’t even care about paying their measly $300 fee. What I am more pissed off about is that every time you call it just ki...
Forum Discussion
JoshandAlly wrote:
If it does it again I will send back their **bleep**ty equipment
I wouldn't advise doing that. If the equipment is not sent back in the proper manner, as in the equipment return kit they send when your service is cancelled, there's no guarantee you'll be credited for it, and the collections you'd be placed in for refusing to pay for it would not be a pleasant thing.
The following is an alternate number for cancellation... 877-329-1403. You may have better luck getting through, though you'll likely still have a hold time if/when you do.
I tried calling 877-329-1403. After a mere 20 minutes someone sort of came on the phone, I think. I couldn't here them. I asked that they speak up. I was disconnected.
I have tried calling, emailing, I even waited 40 minutes to do a "live chat" at the end of which she said someone would call me back in 2 minutes (this was last month).
How can you cancel when they don't have the staff to answer the phones, their automated phone system simply hangs up when you reach them, and they won't let you cancel any other way? I know it is a trying time, but I am moving on Sunday and I need to know what to do with this equipment. I have had their service for well over 2.5 years so there is no cancellation fee, I just need to know how to cancel.
Unfortunately, the only way to cancel is by phone. If you can, I would try later at night, but before 12AM EST, as I believe that department closes at that point (though I could be wrong).
And though this is in no way an excuse and or an attempt to dismiss your frustration, which is no doubt significant, they're receiving a very high number of calls since the start of the pandemic, and they too are understaffed because of it. Again, that's not an excuse, but only an explanation for it's so difficult to get hold of them right now. :(
I have tried various times of day and night, including close to midnight (East Coast time). I realize that they have limited staff. And I realize that in normal times the reason they want you to call is to try to get you to stay (and possibly upgrade). Annoying, but everyone does it. However, they really need to adapt to be able to cancel via email or some other method that meets their security requirements. I can't even stop my autopayment online.
