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Upgrading to GEN5

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Upgrading to GEN5

Here's my story...

      On March 6th - agreed to be upgraded to GEN5 ( 30GB Plan) from GEN4

      On March 10th- technincian installed new HT2000W modem

       On March 11th - I called to find out why my data had not increased from 15 GB to 30 GB.

                                  Was told it would take 24-48 hours

                                  CASE #110129828

       On March 14th - I called again

                                  Was told it would take 24-48 hours

                                   CASE #110195989

       On March 21st - I called again...

                                  Was told it would take 24-48 hours

                                  CASE #110430417

       On March 26th - I called again

                                  Was told it would take 24-48 hours

                                  Case #110631273

        On March 28th - I called again

                                   Was told I would receive a call by 8:00 AM ET on March 29th. NO CALL RECIEVED!

                                   Case #110747715

         On March 29th - I called again.... was placed on hold several times and then hung up on while on hold....

         On March 29th - I called back....

                                    Was told it would take 24-48 hours.

                                    Case #110799066

 

    I think I've been more than reasonable.

 

    I'd really like the upgrade that was agreed to March 6th..... 23 days ago.

  

      

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3 REPLIES 3
Moderator
Moderator

Re: Upgrading to GEN5

Hi Mark,

 

  I see it's your first post here, so welcome to the community! Thank you for these details, they help. I'm sorry to hear this happened. I'm escalating this to our billing department here at corporate so we get your upgrade to go through. I'll post back once I get an update for you.

 

  Your patience and understanding are much appreciated.

 

Thanks,
Liz

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Moderator
Moderator

Re: Upgrading to GEN5

Hi Mark,

 

It's fixed now! Thank you again for your patience while we got this sorted out for you. Please don't hesitate to drop by the community if you have additional concerns.

 

 

Thanks,
Liz

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New Poster

Re: Upgrading to GEN5

Thank You