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  • I ordered new internet service on November 29 and paid $135.86 for professional install and the first month's bill. The earliest date was December 9, so I took that appointment and planned my move that day. The install time was between 12 and 4 pm. Around 2:30 I gave them a call to check on the status of the technician. The lady I spoke to said it was Saturday and she doesn't have access to the system where that information is kept. Odd. I hung up and hoped that things would be fine. The technician did not arrive. I called at 4:45 and was transferred to a rep overseas with a very bad phone connection. He apologized and said my payment would be refund and he would send someone to do the install in 10 minutes, then 10-20 minutes, then 20-30 minutes. Then things got weird. I had to make another payment for a smaller amount, one that I couldn't quite make out, but the bigger payment was being refunded. There was a series of beeps and I had to give my name, phone number, address, credit card info, and email address after each beep so it was recorded. After 21 minutes of going through this on the phone the man overseas thanks me and said someone would be out to my house. In 60 minutes. The technician did not arrive so I called, but their office was closed. I went into chat and was told that they didn't have much info about my order, but that it's on the schedule for Monday, the 11th. The rep had no other information. She didn't have the ability to cancel or give me a refund. What I ended up doing was writing them an email asking to cancel the install and refund my money. It's Saturday and they are closed on Sunday so I will probably have to take care of this on Monday. Just a really, really spectacular failure overall on every level. No show / no call by the tech, some odd call that took up 20 minutes of my time and obviously meant nothing to my situation, and now they are closed. And there's no one at the entire company who can tell me anything about my situation. Just...wow.
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