September 2021 by Marilyn M.
After using this company for about 18 years I can only say their service AND THEIR SERVICE PERSONNEL have gone into a black hole. One star is too good. They do not answer their phones, in fact, their "leave a message" goes back to "hold on for the next operator", but the next operator, depending, can be a narcissist freak of nature who continually twists what you are saying as to be able to NOT SERVE YOU. After calling back several times, waiting on hold for more than an hour, I got a male rep, and not sure how, but after explaining my multiple problems, the phone cut off. So back to calling/holding, after 30 minutes a female, heavy breath to exaggerate her annoyance with the initial problem/complaint that they turned my phone BILLING cycle back on after vacation hold, but they never bothered to turn THEIR ROUTER/SYSTEM back on so that service could be used. So they just forgot that part, but the billing, yeah, they didn't forget that part! AFTER YEARS OF PAYING FOR AN EXTRA PHONE LINE I NEVER USED BECAUSE THEY TOLD ME I HAD TO HAVE IT IN ORDER TO HAVE DSL, which I was told by a tech a few days ago I DID NOT HAVE TO HAVE because they create a different number for the DSL and bill for that number (if you don't carry a phone number, btw, which included extras like caller-ID for all these years, plus other add ons that if I didn't have the phone number, I would never have been billed for! So after calling twice today, holding and recalling, trying to leave a message (which goes back to "hold on, and wait), thus resulting in 2 hours holding THUS FAR, I got a super smartass, heavy breath after every sentence I said, did not want to hear anything I said, kept twisting what I said and then trying to cut me like the call was over. NO ADDRESSING THE PROBLEM. IN FACT, SHE WAS SO ANGRY WITHIN 4 MINUTES, SHE SAID A SUPERVISOR WOULD CALL ME BACK, then asked if she resolved my problem. I said, no, but I need to get this billing addressed since you've been charging me for years for a phone line I never used. She said, "I have to call you back at the number on the bill" to discuss anything and hung up - WOULD NOT ALLOW ME TO SPEAK. I waited about ten minutes, no call. So I went back for round 3 of holding, I'm still holding after 20 minutes. There was a call while I was on hold, but my phone wouldn't allow me to pick it up (it was from them, but likely because I was on hold, it wouldn't allow me to answer) BTW, on the bill, they have been padding, doubling charges for years, almost all of the 19 charges were for the telephone I had not used in years (the one they told me I had to have to keep DSL) Only 3 of the 19 regarded taxes. So CHECK YOUR BILLS, because I can only blame myself for the overcharges I've paid them for a good 10 of 18 years as they have kept duplicating charges and adding charges. Of course, I could take them to court and show the fraud, but my time is more valuable than that. CONCLUSION (maybe!) My third call I got a great guy, very patient, only been there a month, who back dated the bill two months because they had not provided me any access to the internet after vacation hold so why should they charge me for something I had no way to use! Because they are inept. They would be due the money had they simply flipped on the switch at the same time they removed the vacation hold, which is 6 months (I live in a summer home community where most people only come a month each year, so they have this vacation hold option for 6 months a year), but this year, due to Covid knew I was going to be away for a lot of months so this is the first year I ever took advantage of vacation hold option. This company has always been poorly run, but they have reduced their service by 90% of that poorness. They truly need to sell to a real company who knows how to organize all the details of a company. BTW, the third guy I got on the phone was A+, but he's new (1 month) and it seems like they all work remotely, so there is no supervisor over them to hear them! Tha
