My case is still in progress with CustomerCare, but what a mess this last week has been.
Timeline:
Jan 2014: Upgrade from Max Plus to Max Turbo. It was David here that helped get our profile approved for Turbo at the end of December 2013.
We had no major issues with Turbo speeds. We consistently got 18-24 down and 3 up.
Summer 2014: Sometime around here, after cancelling an HBO promotion i believe, I have since been no longer able to manage my U-Verse plan online. All plan management pages direct me to call a phone # instead.
Sept 18, 2015: I get a call from CustomerCare, after reaching out to them via the U-Verse forum about wanting to know about available promotions. I am told that I appear eligible to upgrade to 45M internet. I caution them that I'm not sure I live close enough to the VRAD for this, but they say it looks good on their end. They offer me U450/45M for 123.99/mo plus tax, for 12 months. Basically, the new customer offer. I currently pay more than that for U200/Max Turbo, so I said sure, why not, right?
Sept 26, 2015: Tech comes out to replace our gateway and do some work to prep for 45M. A separate line tech also comes out to work on the VRAD. He informs the first tech that we live too far away for 45M. I am disappointed but hardly surprised. They finish up their work anyway and leave. At least I got a new gateway and some other stuff cleaned up with our connection on the side of the house. However, my speeds seem off, and I check my account. I am now showing as Max Plus (18).
I call tech support that night to try to get it fixed; they tell me I need the sales dept which will reopen on Monday the 28th (today).
Sept 28, 2015: After going back and forth between Sales and Tech support for a few calls, I finally get transferred to another CustomerCare agent. He (for the meantime) adjusts my bill to be on the new customer promo for U450/Max Plus (113.99/mo before tax, for 12 mos), while we wait for my internet to be restored to Max Turbo. His first few attempts to restore Turbo failed, as he was told our line couldn't support it without issues (even though this was very much NOT the case for us, since we added Turbo in Jan 2014).
Now I'm waiting on a call back from CustomerCare to see if they can get our profile reinstated at Turbo. Ugh. :(
I know that the promo is a significant savings for me still, but man do I regret trying to get it upgraded now. 1.5 upload speed rules out Twitch streaming and other stuff we do, and now I'm just extremely frustrated that we keep being denied the service we've had for over 20 months...
(I know Cable would be better for increasing upload by far, but our only option here is Bright House and I can't say I've had pleasant experience with them in the past. The 3Mbps upload we had was at least usable).
↧