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OT-- I'm so frustrated with my phone/internet

Posted by on Jul. 22, 2013 at 4:04 PM
  • 25 Replies

 About a month ago my phone/internet provider added a second line to my account in "error."  Then when I was unable to recieve phone calls from my friends and could only call out, they realized that they had only switched the lines, not added the line.  Then they cancelled my account in "error."  Then they got the phone service worked out.  I could call out and recieve calls, but the internet would go in and out.  Then my bill comes.  They had promised that all of the nonsense would have resulted in a partial bill, but instead I was billed for new service on both numbers!!!  (Like a quadrupal bill!)  I called in on Friday to get it all sorted out.  They finally eliminated the second number completely and removed that portion of the bill.  They also reduced the first number back to a single billing cycle (which still irritates me because I did not have service for most of the month!!).  Anyway, I found out that they had my internet on that second line instead of on my first line.  So Friday evening my internet went out!  I called again on Saturday, but no tech guys could come fix it until today.  They set up an appointment for 8-12 this morning.  He finally showed up at 3.  My internet is back on.

I'm so frustrated.  I feel I shouldn't have to pay for services they didn't provide.  Also we are trying to run a new business which is nearly impossible with the phone and internet down so much. Plus what do customers think when they called our home for those 2 weeks and would get the message that our phone was no longer in service.  Either they think we didn't pay the bill and are less than trustworthy OR they think we are a flim-flam operation and are leaving town.  I'm so ANGRY!!!! 

I'm wondering what I can do about this mess.

by on Jul. 22, 2013 at 4:04 PM
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Replies (1-10):
Boobah
by Nikki :) on Jul. 22, 2013 at 4:09 PM
I would definitely complain to a manager/supervisor. It is unacceptable to have to pay for services not provided, especially woth all the added stress and time wasted.

It amazes me how.phone companies.have THE worst service, constantly mess up bills amd services, and yet charge astronomical prices.
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bluerooffarm
by Gold Member on Jul. 22, 2013 at 4:12 PM

 

Quoting Boobah:

I would definitely complain to a manager/supervisor. It is unacceptable to have to pay for services not provided, especially woth all the added stress and time wasted.

It amazes me how.phone companies.have THE worst service, constantly mess up bills amd services, and yet charge astronomical prices.

 Seriously!  I've never seen such a mess.  And in places like we live, we have no choice.  It's really annoying.  I think I need to figure out who I can call.  They don't like to give you to the manager.

victoriaherring
by Member on Jul. 22, 2013 at 4:15 PM
Was it AT&T? I've always had trouble with them. The only way I finally fixed it was I just canceled my service and found a new provider.
bluerooffarm
by Gold Member on Jul. 22, 2013 at 4:26 PM

 

Quoting victoriaherring:

Was it AT&T? I've always had trouble with them. The only way I finally fixed it was I just canceled my service and found a new provider.

 It's verizon.  And there are no other providers in our area.  Blah! 

usmom3
by BJ on Jul. 22, 2013 at 4:29 PM
1 mom liked this

 I hate when that happens & they still want to charge you full price or for service fees that would never have been needed if not for their mess ups.

kirbymom
by Sonja on Jul. 22, 2013 at 4:30 PM
Quoting bluerooffarm:


You should have seen how long it took us to get a business phone in, in our office. Took 2 months! Paid out a ton in faxes as we didn't have a phone line in and no internet either.

I would call and ask for the top supervisor and explain how things went and what you expect to happen. If that conversation is not satisfactory, go up the line ntil you do getthe respnse you are looking for. Remind them that they would never put up with that being done to them regarding their business. That someone would probably be fired over such inexscusable behavior and that you are giving them a chance to fix THEIR mistakes. Maybe even talk abut their credibility with the BBB.
bluerooffarm
by Gold Member on Jul. 22, 2013 at 4:38 PM
1 mom liked this

 

Quoting kirbymom:

Quoting bluerooffarm:


You should have seen how long it took us to get a business phone in, in our office. Took 2 months! Paid out a ton in faxes as we didn't have a phone line in and no internet either.

I would call and ask for the top supervisor and explain how things went and what you expect to happen. If that conversation is not satisfactory, go up the line ntil you do getthe respnse you are looking for. Remind them that they would never put up with that being done to them regarding their business. That someone would probably be fired over such inexscusable behavior and that you are giving them a chance to fix THEIR mistakes. Maybe even talk abut their credibility with the BBB.

 Those are great ideas.  My father just suggested that I call the PUC and report it. 

NANA9259
by on Jul. 22, 2013 at 4:50 PM

Ask for a Supervisor and tell them exactly what happened and that you are very a unhappy customer. As a for CSR and retention specialist I know "MOST" companies will do whatever it takes to retain your business. If they Do Not handle it to your satisfaction, look into switching compaines if it is an option in your area. Or better yet, contact the competition before you call your company and Tell your company that you are prepared to cancel your service. 

bluerooffarm
by Gold Member on Jul. 22, 2013 at 4:54 PM

 

Quoting NANA9259:

Ask for a Supervisor and tell them exactly what happened and that you are very a unhappy customer. As a for CSR and retention specialist I know "MOST" companies will do whatever it takes to retain your business. If they Do Not handle it to your satisfaction, look into switching compaines if it is an option in your area. Or better yet, contact the competition before you call your company and Tell your company that you are prepared to cancel your service. 

 Thanks.  Maybe if I know who I'm asking for they'll be more likely to actually connect me.  I was just asking for a supervisor.  Then they'd transfer me over and over again with all those "on hold" times.  With 3 little boys in the back-ground, it gets frustrating.

kirbymom
by Sonja on Jul. 22, 2013 at 4:55 PM
Quoting bluerooffarm:




That's a good idea too. I would give them a chance to fix things first and then report them if it doesn't happen to your satisfaction. :)
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