Mom’s internet has not been working since last Sunday (August 9), and I have already spent close to ten hours on the phone with tech support. The worst part is that each time you have to go through an AI agent that tries to send you back to troubleshooting, and you can’t explain that this’s your tenth call about the same issue and that you’ve already done all the troubleshooting. On Friday, a technician finally came to my mom’s house, but even there, he was unable to identify a problem and said that he would pass the call to another technician and that someone would call me later, but no one called, and I had to start the process all over again. My mom has a hotspot on her phone, but it was a project to teach her to enable it and to reconnect after she walks away from the computer.
On Saturday, I gave up and called another internet provider (the one I have my service with) and asked them for a new line for her. Unfortunately, they can only come on August 21. I still have a second appointment with her current provider on Wednesday, but I can’t spend that much time away from work, as there are more things I will need to address in the near future. The reason I am not canceling it is that I want my mom to get at least “some” internet sooner, and also, if for whatever reason, the Friday appointment would be delayed (things happen!), I want to have at least a temporary solution.
I could not imagine it is even possible to deliver such poor customer service! I wanted to cry on Friday night when I got off my last call with a human – it lasted 40 minutes, including all the wait time, and there was no satisfactory resolution of our issue. I left them a “zero” review the next day. 😂
Hettie's Reflections 