Why is it so difficult to get any real type of assistance from customer service?

Hello,

I am utterly frustrated with what this company considers "customer service." The hoops your customers are forced to jump through to get any type of resolution are completely ridiculous. Situations that could easily be resolved in a 20-minute phone call end up taking hours when dealing with chat agents. While I consider myself fortunate compared to those who wait 5+ hours for assistance, the time and energy I’ve spent trying to resolve this issue have been unreasonable.

When I tried to call customer service to express my frustration, I hit a wall. When I searched for an email address to submit my complaints, I hit another wall. So now I’m here.

I am writing to express my deep dissatisfaction with the ongoing issues I’ve experienced with your service since Monday, December 30. On January 3, I spent nearly two hours troubleshooting internet issues. Despite following all the instructions in your app to reset the modem multiple times, the problem persists. Our WiFi does not even appear as an option to connect to on any device.

Frustrated by the lack of progress, I connected with a chat agent on January 3. They walked me through the same troubleshooting steps I had already tried, to no avail. Finally, the agent agreed that technician intervention was required and scheduled an appointment on my behalf.

The appointment was set for January 4, between 3:00–5:00 PM EST. However, it was canceled without confirming whether the issue had been resolved. I called back within minutes of receiving the cancellation notification to reinstate the appointment, but for reasons that remain unclear, I was unable to secure it again.

What frustrates me the most is the complete lack of accessibility to a live phone agent who could have resolved this matter efficiently. Instead, I had to pause my morning and go back and forth with three separate chat agents, repeating myself multiple times, only to encounter more delays and no resolution.

For the price we pay, this level of customer service is unacceptable. Your phone system’s autoresponder fails to connect customers with the help they need, adding to the frustration.

At this point, if I had the option to switch providers, I would do so. The handling of this situation, along with the poor communication throughout, has left me deeply dissatisfied. I highly recommend this company create a more streamlined approach to customer support moving forward.