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Misleading service restoration times

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Misleading service restoration times

I've been without internet for over 24 hours, I work from home for COVID and I've had to spend extra money to use my hotspot on my phone for critical work. Why do you tell me that service will be restored yesterday, but keep updating that till now it says it won't be fixed until 6pm EST... I imagine that time will pass and I'll get a new time of 11pm, then 6am the next day and so on... T-Mobile has released their wireless service and it hasn't gone down for any friends, why should I stay and be lied to?

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Official Employee

Re: Misleading service restoration times

Hi, wfsdesign. Thanks for posting here for support. Very sorry to hear about the service interruption situation you were experiencing. We understand it is extremely stressful to deal with, especially when your work is reliant on the connection. I wish I could take back what happened in this event, but hopefully I can provide some insight or clarity on the 'why' behind it . We typically provide an initial estimate for time of repair on a known issue based on various factors determined at first upon identifying and declaring the issue at hand. Repairs generally begin immediately after that and if/when the source of the issue is bigger/more complicated/time consuming than what was initially anticipated, that would be when you may see things changing with new updated times of repair. When things change and any previous estimated time of repair cannot be met, we try to keep you in the loop along the way as things progress by providing any new and more current estimated time of repair. We hope things have been much better and more reliable with your service since you first created this post. I did want to follow up with you on that, how has your service been since then?


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