I am 1 hour and 45 minutes and my 3rd person into this call....the level of ridiculous and incompetence is exhausting. Bottom line up front: My internet, which is a business account that I pay $242 a month for....is HORRIBLE. Many times I can't access email, cannot send a text, cannot do any sort of google hangout or zoom meeting, cannot access drives in the cloud. In essence I have a business account that I cannot do business on. But wait...let's call tech support: - Let's reset your modem (x100) - Can you turn off multiple devices? (it's 2 phones and a laptop) - Well there are a lot of people online right now because of the pandemic - I'm showing fully operational on my end - Can I transfer you to __________ they will be able to assist - *hold music for 15 minutes* - Hello....who am I speaking with? - Me: "LOOK, my BUSINESS internet will not allow me to do BUSINESS....Many times I can't send texts, can't send emails, can't access my drives, definitely cannot do any streaming meetings and I'm paying $242 a month for somethng that DOES NOT WORK. - Ok, can we check your modem and see how many devices and.... HOLY S H * T I'm now 2 hours into this call, I'm at the part where "can I place you on hold while I check with this other department...? I apologize for the delay..." Now they are trying to charge me to have a technician come out, I'm like look why would I pay to have someone come to my house to troubleshoot something that does not work that I have been paying for - for months / years? I have called over and over, always the same result (not fixed) but now I'm supposed to PAY to fix something that was always horrible? I don't think so. I called in at 8 am my time, it's now 10 am. I have had this call over and over again over the months, this morning I have explained my case 3 times to people who are incompetent, indifferent or both. To the Execs at this company: You have a SERIOUS problem with your service, your support and your call center(s). You might sit in meetings and talk about revenue and satisfaction ratings and if you even read this (well that appears to be an outlier) but I am telling you this is a comedy and a display of disfunction on levels I have rarely seen. I run a mult-million dollar business and even during this pandemic have growth approaching 20%, 95% customer retention, almost 50% profit margins....and I do it in SPITE of your trash internet service not because of it. I have hangouts scheduled this week and I have to drive 20-30 minutes to a coffee shop to have them because the internet I'm paying $242 a month for is worthless. I'll finish up with I'm still on hold, over 2 hours at this point. We are no closer to a resolution than when I originally called. You guys should be embarrassed, ashamed and know that I will make every effort to dissuade every single person that I know from ever using your services.
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