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Compliments to customer service guy, Brian
thisisme
Posts: 2 Spectator
We set up a new TV and only channel 1 wasn't available. After an hour on the phone with Linda in customer service she got it back. Later we realized in the process of this we lost our landline. After another hour troubleshooting they had to schedule a tech visit but NOT for a WEEK!! Unexceptable, since this was caused by the earlier spectrum call troubleshooting the cable tv. So I called back and got Brian. After explaining the whole days events, he and another lead were able to get the landline going. When I asked how, he said he'd been at spectrum a long time and other weren't aware that folks can have a modem for internet and another for landline. During the first call about the tv, the gal shut down our phone modem. Thanks to Brian, we didn't have to wait a week for a tech to come to get our line back. Good thing because we were expecting some very important calls on it. I learned it pays to call back, get a different person on the phone and be persistent. PRAISE to Brian, my hero!!!!!!
Replies
Hello @thisisme
Welcome to our community! I'm glad to hear that Brian was so helpful! I've sent your feedback up about the experience so that he can get the recognition he deserves. Thank you for taking the time to let us know.
Please also inform all the customer service staff of what he did to fix our problem so no one else has to wait a week for a tech to come to the house when it can be solved with a call. He made it sound like newer staff didn't realize folks could have separate modems for phone and internet.