customer service scam

I recently had an outage and called customer service (08:59am on Friday Nov 14).  The rep told me that he needed to remotely update my firmware, and that could I please sign off on permission to do so.  He sent me an email with a link and asked me to just check the boxes “quickly” and he could begin the update.  Luckily I actually looked at the document, which as it turns out was a new agreement that would have significantly increased my monthly bill and had ZERO to do with restoring my service. 

I complained immediately to the rep and he backpedaled trying to find excuses.  I asked for a supervisor, but he would not send me to anyone else and instead deflected.  I couldn’t get his name or any other identifying information.

It turns out that a tall emergency vehicle had clipped the cable from the pole to my house … there was nothing for the rep to do but schedule a technician.

It’s really frustrating when you call for help to a business that you have dutifully paid monthly for decades …. and they try to scam you to pay even more for something you didn’t want or ask for.