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Internet and Customer service

LuvBug
LuvBug Posts: 1 Newcomer
in Connectivity

Why is it that the internet service constantly goes out and you can't even get customer service to help fix it properly? Yet you want to charge people a high bill and say that you will not credit them unless it's out for 2 hours. That is ridiculous. Spoke to a woman by the name of Elizabeth and a guy by the name Tru and couldn't get neither one of them to fix anything! Yet got accused of using profanity for the word saying "you S UCK at his job" Really??? Please make it make sense!

Answers

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  • William_M
    William_M Posts: 1,637 ✅ Verified Employee Moderator

    Hi @LuvBug, welcome to our community! I'm sorry for the trouble you are having with our internet service and difficulty you had getting it fixed. I located your account but I don't see any problems from my end, the modem has been online and with healthy signal strength. Are you having trouble getting online now? Have you done any troubleshooting such as rebooting the modem and router?

  • RAIST515O
    RAIST515O Posts: 317 Contributor

    Most issues are "line" related... cannot be fixed remotely and require technicians to come on site to properly investigate and trouble shoot.

    If it canot be resolved by things like reboots, reconnecting cables, or swapping equipment, will need to schedule a technician to come on site.

  • Ram1919
    Ram1919 Posts: 1 Newcomer

    I've been experiencing similar issues for over a month along with my neighbors. And the internet connection has not been resolved. All techs say it's an outside issue. Connection constantly goes out and the invincible wifi does not solve the problem. Supervisors, the reliability team, techs, no one had resolved the internet drops. Is there a procedure in place to file a formal complaint? Or get answers to why the issue hasn't been fixed?

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  • Mo_S
    Mo_S Posts: 525 ✅ Verified Employee Moderator

    @Ram1919

    Welcome to the community! I'm sorry to hear you've been having ongoing issues. I checked in with our reliability team that is coordinating with our field teams regarding your issue for an update as it is still an open issue they're working on. I noticed the invincible wifi was activated yesterday, were you having an issue connecting while it was active?

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