I have been having Internet Issues Since February this year. I am in Ashburn, VA area and my neighbors don't have the same problems except when there is widespread internet issues. I have reached to support so many times, can't remember exactly how many times but it is been already 3 times just this month. Everytime I have to wait for more than 30 minutes or so listening their horibble music and sometimes I have to end the call as I don't always have free times. I have been rebooting/resetting the router so often and going through the hassles of changing SSID and password after reset. Most of the time reset/reboot does not work and I end up using T mobile hotspot.
Everytime I call they ask me to reboot the router or main switch and ask me to call back if the problem persists again so that they can escalate the issue, seriously?? what a crappy response. After my multiple request they decided to send the technician I think about two months ago and it was working without issues for couple of weeks, not sure what he did, I was promised they would change the router, but that was a LIE.
I already called three times this month, first time they mentioned I would get a call by 3 PM that day once issueis resolved, no call until 8 PM so I called agai that day, I was told they found some networking issues with my point and asked me to reboot the router. I did that and internet worked for about five minutes. It stopped working again and I mentioned that Its not working again like many other times in the previous calls, then he did something inhis end and ask me to wait for few minutes, it was fine for about few minutes and tech asked me to call back again if problem persists, wow seriously. He would not escalate the issueuntil the issue happens again. We ended the call and internet stopped working Again the next day. I did not want to make a call just to wait for another 30+ minutes just to hear the same thing.
Several times tech transferred the call to speak to customer service for refund but either calls get dripped or nobody pickup the call. I am an IT guy has to work from home at least few days in a month and newd a very reliable i ternet access. They all know I am having internet issues this long, they are just ignoring it as I was always trying to be nice.
I am asking full refund for this entire period and intend to terminate your crappy service asap.