I need to voice some concern. Normally don't stir the waters, as I am also in business...

GetHuman5325050's customer service issue with SuddenLink from October 2020

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The issue in GetHuman5325050's own words
I need to voice some concern. Normally don't stir the waters, as I am also in business and understand that things take time, and we do the best we can to resolve issues in a timely manner. However with that being said, there seems to be a growing issue with my internet service, and the time it takes to report such is to extended. There should be an option to bypass all of the automated services for those of us that do all the test options before we call. A *-* minute hold time while your systems thinks my modem is resetting gets to be quite annoying when I had already reset it and it was back to fully operational before I even called. And that is before we even get to speak to anybody and have to be only hold with them for **-** minutes. LIke I said I understand that times are tight and everybody is shorthanded, but I even had to spend almost an hour in chat with one of your representatives as they were trying to program my new modem on your side. Which I had to purchase because they one that your company had provided (and were billing me for) was having so many problems we had to reset it daily, if not multiple times a day to keep it connected. As mentioned above, some of us can troubleshoot before involving your techs. I also understand that this pandemic has put a strain on everybody's infrastructure. But I have got to tell you, I have never had to call in for service outage as much as I have in the last * months. And I have been with you for years. Present location about a year, but several years at our old location on the other side of town. I have a wife that is still required to work from home, and a daughter who is doing online schooling. Obviously both of which have to be online consistently. We have had to deal with so much outage and so frequently that our cellular company has dropped out hotspot speed because we have had to use so much data filling in the down times. And each time it goes out either it finally just comes back after a few hours (most common), miraculously starts working after I have called and you techs say nothing is wrong, or they show up and find some issue in the lines prior to getting to my house. And the last time they came out, trying not to stir the waters, I didn't even file the complaint about them leaving a trail of muddy boot prints through my house all the way downstairs to my modem, even after telling them the problem wasn't inside my house. Your techs are presently scheduled to come out again tomorrow (****) because I had been without internet again since *:** am this morning ( I have a camera system that tells me when it loses and gains connection with the internet). Which of course it started miraculously working again after I chewed into the customer service rep this morning. For which I apologize, but the frustration of the *** minutes I spent on the phone again this morning and the outage again had finally built up. Hard to keep a child and wife working like we are restricted to, as are your folks I understand, when the signal your company is supposed to be reliable keeping goes out repeatedly. I respectfully ask that you company find a solution to why the issues on your side constantly happen instead of just finding bandaids to cover it at the time. I appreciate the service we have had in the past, but if this continues I will have to look for a more reliable service. Thank you for your time in reading this and I look forward to getting this resolved.

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Customer service issue
Reported by GetHuman5325050
Oct 2nd, 2020 - 2 years ago
Not resolved
Seen by 5 customers so far
Similar issue to 3562 others
0 customers following this


GetHuman5325050 started working on this issue
Oct 2nd, 2020 2:11pm

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