Initial Experience and Ongoing Issues
When I first signed up for this service, I maintained my AT&T connection to test the reliability before fully switching over. After about a week, the service began dropping during peak hours. When I contacted customer service, they had no explanation for the issue and simply instructed me to reboot my router. While this temporarily resolved the problem, it became a recurring issue. The service did improve over time until this past weekend (05/17-18).
Weekend Outage Crisis
Saturday morning, I woke up to no internet service. After troubleshooting and rebooting as instructed, nothing worked. Customer service informed me there was an area outage and asked me to call back at 3 PM. When I called back, I received unclear information and was told I'd receive a callback or text by 8 PM. No communication was received.
Sunday brought more of the same--no service and no clear answers from customer service. When I requested to speak with a supervisor, one representative questioned why I was asking for someone else, which escalated my frustration. After multiple calls that day, I finally spoke with a helpful representative who confirmed the outage and assured me all technicians were working on it. However, this raised questions about why the outage was taking so long if the entire team was involved.
Monday Resolution and Final Thoughts
Monday morning arrived with still no service. After another frustrating call, I spoke with Betty, who was professional and promised a callback within 30 minutes. When no call came and I had to contact them again, I encountered a rude representative who hung up on me.
Finally, a technician called while I was heading to the office (since I had no internet to work from home). Ironically, he mentioned his own service had gone out Sunday night. My daughter ultimately resolved the issue by going through troubleshooting steps with the technician.
As someone who depends on internet service for my livelihood, I understand I became frustrated during this ordeal. While I regret losing my composure, I believe my frustration was justified given that I pay my bills on time and expect reliable service in return. If I could give less than one star, I would. read more
