I Received call on 2/7 saying I could upgrade my Internet from 40 to 60 for an additional $5.00 a month. I was told that no one need to come out and it would take about 5 minutes.
I called back an hour later and was told the coding was wrong on the modem and they would send someone out on 2/8 between 6-8. I cancelled my plans to be home for this.
I received a call from Lance later that night and he tried to fix this remotely. We went from 40 to 5 and then he finally got it to 15-20. No big deal since someone was coming tomorrow night.
The next night Friday the 8th I received no calls or updates. I finally called at 7PM and asked what was happening. I was assured that someone would be there before 8. I called back at 8:20 and said no one showed up. I asked to speak to a supervisor.
He offered to give me a $20.00 credit and said someone would be there between 8-10 Sat morning. I said that won't work I will not be home from my Bible study until 10:30. I asked for an afternoon appt. I was scheduled for 4-6.
The next morning I get home from my meeting around 10:20 and I see Brighthouse in my driveway. I asked why they were here, he said he had an appointment for 8-10, I just shook my head and let him in.
He was able to get the RJ45 to the 60mbs, but the wireless on multiple devices that were in the same room never got above 20mbs. By this point, I was not very happy. The tech didn't have any answers. Finally, I told him to just remove the modem and cancel my service.
I called FIOS and they set me up with a 75 mbs that actually worked and I switched over all of my cable service as well. Even though my homeowners dues include basic cable until 2014.
I am on the board of Director of our HOA and will probably be the swing vote. After this kind of service and response, I cannot with a good conscience vote to extend or renogotiate that contract.
I can understand issues on the technical side; however, the multiple breakdowns in Communications were unacceptable.