Unhelpful, unavailable, useless!
I had an outage on my account which was supposedly due to 'scheduled maintenance', yet there was no notification through the app of it being scheduled, which was entirely what we had been told to download to get notified when it would occur! Then the customer service phone refuses to connect us to a live agent, or at least a voice mail box to file our complaint. After hours of calling and telling it to reset our modem, it finally connects, but I have to spend from my cell phone minutes, and hours of my time, and the chat bot can't put us through to get any satisfaction either! When this has happened before, we were always able to get to someone live, and get credit to our account, which was always less than the value of our time, but at least bloody something. Instead, there is literally nothing, no one to talk to, no voice mail box, no option to directly email the company, no option outside of business hours, when they do maintenance outside business hours only, if that is even what it was! Either do maintenence during business hours and schedule it so we can work around it, or have someone, anyone, available to at least leave a message with. This is ridiculous! No other business handles their maintenence and customers like this. Unexpected outages I understand, but this is literally stuff you should have in hand and know when you're going to be doing it, so you can notify us. That is what makes it scheduled! Instead, we get no help, and waste our time, and maybe get lucky that it doesn't the full 5+ hours to get it fixed that it is estimated. We would switch to another bloody broadband company, but you monopolized the lines around here so the only other options are 56k, or a satellite which won't work with all of the trees and other structures around that would be in the way. WE ONLY STAY WITH YOU BECAUSE WE HAVE NO OTHER OPTIONS!