A few weeks ago, I did the dance. As deals were expiring, I called to see what could be done. Ended up with same tv, and phone, and internet would go up to 18Mbps, all for what I had been paying prior to deals expiring. I get my bill yesterday and no discounts applied.
Today, I chat online with a helpful rep, who says that the last order placed was for service upgrade, no discounts. Then he tells me there is another order, just before that one, that has what I had agreed to originally. No idea why it was changed. He gives me all the info I need to call back and get it corrected. I call today and after getting a little run around (rep said he couldn't give me the price I was originally given, $5 more, because package prices had changed. I said well, non of the problems today were caused by me, I expect what I was agreed to last week), finally think it's all resolved, and the rep said for my trouble they would bump me to 24 Mbps for no additional charge.
As were talking the service goes out. He calls my cell and says it's the change and it will come back in a little while. 2 hours later, still no tv, internet, or phone. Call back. they tell me to try the usual stuff (which I'd already done), no good. Scheduled a tech. Gets here this afternoon,I tell him what has taken place and say I don't think it's the equipment. He comes in and takes a quick look, checks a few things, the tells me that some of the systems aren't quite capable of the 24 Mbps. And we are in an area that isn't. Said for now 18 is what we can handle and he wished they would look into things a little closer before making those changes as he has handled quite a few of these kinds of calls.
Pros: I have kept my tv and phone at same level, increased internet speed, had good experiences with the chat rep and the service tech.
Cons: Having to do the Customer Retention dance, things not working for a bit, getting a service level that took the system down.
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