I never write negative reviews (this is my 1st), but my experience with Breezeline has been so…read moreconsistently bad that I feel other customers should know what they may be getting into.
The internet service frequently disconnects without warning, and getting meaningful technical support when something goes wrong is extremely difficult. I work in IT, so before contacting support, I perform extensive troubleshooting on my own equipment and network. In the majority of the issues I have experienced, the problem has been on Breezeline's side.
During one previous incident, my internet service was unavailable for nearly four weeks. Despite not providing working service for most of that period, Breezeline would not provide me with an appropriate refund for the time I was without service.
My most recent experience has been even more frustrating. My internet went down again and remained down for more than 24 hours. I called technical support three separate times, but their automated phone system repeatedly kept me in a loop without allowing me to reach a person. After approximately an hour of trying, the system eventually disconnected the calls.
I then tried Breezeline's online chat. What followed was more than 3 hours and 20 minutes dealing with five different representatives across five separate chats.
Each time, I had to start completely over verify my information, explain the problem again, and repeat essentially the same troubleshooting steps. After approximately 50 minutes, the representatives would determine that the issue required a technician and tell me they were going to schedule one. However, before the appointment was actually confirmed, the chat would end, forcing me to start the entire process again with another representative who said they could not access the previous conversation.
This cycle happened four times. For reference, the representatives for my last three chats identified themselves as:
--Chat #3 - Kuvani
--Chat #4 - Zamabomvu Bongiwe
--Chat #5 - Gcina Maria
By the fifth chat, with Gcina Maria, I had already spent hours trying to resolve the issue. I explained everything that had been tested during the previous chats and provided information from those conversations showing what the other agents had tested and that they had concluded a technician was necessary.
Despite that, Gcina Maria insisted that I go through the troubleshooting process again before a technician could be sent. This was by far the most frustrating interaction of the five. I found this representative to be the rudest and least helpful of everyone I dealt with. Rather than acknowledging the troubleshooting that had already been performed multiple times or helping move the issue toward resolution, the chat was ended, once again leaving me without a technician appointment and forcing me back to the beginning of the process.
After five chats, more than 3 hours and 20 minutes online, three attempts to get through by phone, and approximately another hour wasted in Breezeline's automated phone system, I was left exactly where I started: no working internet, no technician scheduled, and no resolution.
Technical problems happen with every internet provider. What makes this unacceptable is how Breezeline handles those problems. Customers should not have to spend hours repeatedly explaining the same issue to different representatives because support agents apparently cannot access previous conversations. And once multiple representatives have determined that an on-site technician is necessary, a customer should not have to repeat the same troubleshooting process over and over simply to get an appointment scheduled.
As I write this, my internet is still down, and I am now looking at changing providers.
I don't normally take the time to write reviews like this, but after repeated outages and this level of difficulty obtaining basic technical support, I wanted to share my experience so others can make an informed decision before choosing Breezeline.
