tbn.al wrote:U-verse went out Monday. Been using cell phone for internet and phone, no TV. ATT is trying but no fix in sight. Life is hard!
It seems like the cable/Internet companies are really in the middle of some 'trying' times. ... for them AND us!
True story...
Last Friday at 9:47am I called WOW to find out why my cable/Internet/phone bill has gone up about $6 a month since last November. I was told that there had been some increases and that my 'discount' expired in February. This 'discount' was applied LAST year when I complained that new customers were getting a better rate than us old customers.
After about a half-hour of 'wrangling'... my bill was reduced about $21 a month to a point where it is only $4 more than what I was paying last November.
All is good you ask??? Not quite...
I spent the day in the shop and didn't check my email until around 4:30pm. I discovered that my Internet was 'dead'. I reset the modem... which usually fixes the problem and went off to a gig. When I returned home around 10:15pm... I attempted to check my email. No Internet. I also discovered that my land-line wasn't working. I called support and they tried to reset my modem remotely but after several tries could not get it to 'sync'. A repair tech was scheduled to come on Saturday between 4 and 6pm.
At 3:50pm on Saturday, the tech rolls up (yeah... early. Imagine that!) and goes straight to the modem. He is about to declare the modem 'dead' and decided to log onto my account with his handheld gizmo. He sees that the 'switches' for the phone and Internet are turned 'off' while the cable switch is still 'on'. He said that this is the normal procedure when someone doesn't pay the bill. Of course, the bill was current so he simply turned the services back on via his handheld.
Apparently, the customer service person I spoke to Friday morning turned the things off while she was 'fiddling' with the account to reset the discounts. The repair tech said "it's no surprise.... WOW has A LOT of new help that don't know what they are doing". Boy... isn't THAT the truth! I would think the status of the services would be checked at the beginning of any 'trouble' call! Duh.