Monday
I THOUGHT I disconnected my home phone with Brightspeed today at 10am. I took down the 3 phones which will go in a yard sale. After my conversation to do that, I got a text message from Brightspeed that they're coming on Friday.
I'm on the phone now with BS (2nd time today) and the rep told me the date on HIS end was tomorrow. They don't know their shit from Shinola. Then he said they'll get me up and running with a totally reliable service. I couldn't let that go unanswered (like you have so far, right). I don't want phone service; the lack of service between 5/18 and now proves I can live without it.
Still on hold with BS; they'll charge me $10 for support.
The service ticket is marked as PENDING so my printer can't be connected.
Current rep (I think it's the 6th rep so far - I'm losing count) Eric is checking, but he's not tech support (that department transferred me to customer care). I'm so tired of every rep asking me for my name/address/phone number associated with the account/cell phone/zip code...
I could just scream!
The notes that tech support wrote can't be seen by customer service.
Eric transferred me to (Tech Support) who's the 2nd person making me check the modem (living room) and the printer (in the office). I'm certainly getting my steps in. Tulip is confused by all these trips. She's probably napping. I envy my cat..
In theory, the Internet has connected, but the printer still is not.
To be continued. The second phone call lasted 1 hour and 45 minutes.
AAUUHH!
Since I have to have lunch and go to the senior center for a 1:00 class, I agreed to take a phone call from John after 3. He had not called me, and I was past dealing with the company's incompetence.
The joy will continue. Happy happy joy joy....
If Brightspeed comes to your area, RUN!
Tuesday
I copied the above screed to my family. My sister asked if I checked with anyone about how they liked Brightspeed (I did). Did I check for complaints online, particularly with the Better Business Bureau?
When I saw the BBB up-to-the-minute comments, I realized that was what I should have done first. Everyone complained about their service, and quoted the meaningless corporate mantra, "It will be done within 24-48 hours."
I should add, "No worries." And the first rep I spoke with used my name in every single sentence as he tried to upsell me. I was tired of hearing my name and had to talk over him to say, "Stop! I'm not interested in that option."
I added my experience to the BBB page which includes the fact that three individual teams came out to dig a trench in my landlord's lot, Each team had their own ideas about where to dig. Also, the fact my home telephone has not worked since 5/18...the date of installation.
* * *
Then I called Spectrum to restore their services (except for home phone). They will send me a new router and cable box. On Friday, I'll put the new kit in. Then I'll head to the Spectrum store, pick out a free replacement phone and return Spectrum's old equipment. On the way to Garner, I'll drop Brightspeed's equipment with the RMA# I was given for the extender BS had sent me (for the low, low charge of $10 per month).
Also on Friday, I need to call Brightspeed to stop the $10 monthly Customer Service charge. That was another thing: their Billing Department seems to cause major headaches. I noticed that they charged me for Voice service (non-working phone aside).
