Worst Service Ever

But if you can't log on with the phone number because it does not exist, and when the customer service rep did not change it so that you could gain access to do it like she said she would, we are once again stuck...and without any way to track the order or make sure that we get the service.  We have been going around and around...there is nothing anyone can apparently do.  Even in your response, you still say we have to log in to make this change, but when the account was asked on the phone to have the access way changed it was not.  Even down to sending the log on info to my email so that I could set up their online streaming at their new house was not followed through on, so now we are paying for these additional services with no way to watch them because there is no way to track a missing modem, show a returned modem, or log into the account.  Please look into a way to fix this when the person is handicapped and family is trying to help them in simple ways.  There has to be a better way, especially when the permission was given over the phone on Thursday, the account was allowed to be changed, and then on Saturday it had never been updated on the account.  The bills keep getting paid each month though...and the money keeps coming out of our account.

As I have explained to this post, the customer service agents over the phone, and the one in the physical store, we cannot gain access to the app or account online. He does not have access to the phone anymore. I was able to verify his identity over the phone and numbers/email was supposed to be able to be updated to gain access to the account and to be able to make these changes, but it did not happen on YOUR end.  Thus now we have a bill that will be due for internet, TV, and streaming but cannot access it to make changes to the billing to pay the correct amount or access streaming because we can only assume that that info (along with any tracking information for the new modem) is going to the phone that is inaccessable.  We had such great help (we thought) on Thursday to make these changes, but then have been treated like theives even though we are the ones still paying for the services.  I understand that you are trying to protect your customer, but how can you get access if the phone does not work and your agents aren't doing what they said they would.  We need help, or we will have to cancel the services and go with a service that will grant us the ability to have what we are paying for.

We understand where you are coming from, @user_c61usf. I'd like to address a few things just to provide you with some clarity on the situation at hand. You likely would have had to use a text message or email authentication method during the call to access the account and make changes. The contact methods must be verified and if you used email during that call, you should be able to access the account online with email verification.

Secondly, our customer service representatives are unable to add users to the account. You must be invited to the account and complete verification to officially be added. These representatives are also unable to change phone numbers on the account without a verification code being sent over to you to verify the updated contact method. Otherwise, the phone number will remain the same on the account. 

Lastly, our customer service representatives are encouraged to use the best discretion during a call. There are a lot of bad actors out there that may not have the best intentions. I understand this is not the case at hand for you, you're just looking to help out family, but we err on the side caution. You can always call back, and request help again. 

Our team in particular has even stricter policy related to authentication just due to the nature of the platforms that we work on. We are only able to assist those that have already been added to the account unless an account change request is taking place. An example of an account change request would be a transfer of account ownership. Which would not be your current desire in this situation. I do apologize that the proper expectations were not set regarding your request.

If you are still having trouble accessing the account when trying to use email as the authentication method, your next best bet would be reaching out to our Customer Security Assurance (CSA) team at 1-888-565-4329. Please make sure your uncle is on the line for the smoothest process.

Please let us know if you have any additional questions, we're here to help in any way that we can. Even if that is just pointing you in the right direction for assistance. 

I appreciate the need for security measures to be in place, but with situations like this there is a lack of understanding on your part.  I was able to get access to make the needed changes for the move, update account options, and was told that  I was set up by your rep to solve the problems, but that was not correct.  I should have been told that up front.  Not been made to seem like I was successful in solving the problem only to be shown that more problems were created.

I agree, @user_c61usf. That is why I apologized for the proper expectations not being set in place. This is definitely not the experience we want our customers to have, I just wanted to provide some additional context to the situation at hand. The CSA team can help you get everything aligned and make sure that you and your other uncle can assist your elderly uncle. Our team can also help you once you are added to the account. Just keep us updated, so we can jump in when you need us. 👍