complaint

Subject: Service Speed and Support Concerns

Hello,

I am writing to raise a concern about my internet service and recent support interactions.

• My current plan is for speeds up to 800 Mbps, but over the past several weeks, my download speeds have consistently hovered between 100–200 Mbps.

• I have now used online chat support twice. In both instances, the experience was frustrating:

  • The chat focused on upselling additional services instead of resolving my issue.

  • Today I was told my service was “outdated” and limited to 100 Mbps, which is factually incorrect given my plan.

  • I spent more than 30 minutes each time without receiving meaningful assistance.

Additionally, if the modem you provided cannot adequately cover my house due to the number of floors, I have to ask: why was I given equipment that cannot meet the needs of the service I am paying for? It is unreasonable to be asked to purchase additional equipment or services to achieve the speeds and coverage already included in my plan.

What I need is a clear resolution, not additional offers. Specifically, I would like:

1. Verification of my current plan and speed tier.

2. A technical explanation of why my speeds are so far below the advertised 800 Mbps.

3. Action steps you will take to restore both the speeds and coverage I am paying for.

The time I have already spent trying to get support is unacceptable, and I expect this to be addressed without further attempts to sell me unrelated upgrades.