u/Artistic-Bad4492

What I Need: I need a physical cable extension from the main line to my house to activate my service, and I need immediate corrections to my billing.

The Problem: Your first technician told me I need a third-party contractor to run the cable to my house and allegedly created a Special Request Order (SRO). Since then, your support loop has been completely broken. The store shrugged off responsibility. Chat and phone agents are clueless—one phone agent found my SRO, but the next agent said it didn't exist. That second agent scheduled a new appointment for today, which your automated system canceled at the last minute with zero explanation or follow-up. I am currently without Wi-Fi and have no valid point of contact. To make matters worse, I was charged a $100 installation fee for a setup that never happened, and your agents have failed to waive it.

My Concerns: Your internal communication is non-existent. I am trapped in an endless loop with Tier 1 support agents who clearly lack backend access to track construction tickets or SROs. I am tired of waiting on hold for an hour just to talk to people who have no idea what the previous tech did, cannot see my account history, and make empty promises that your automated system immediately cancels. It is completely unacceptable that your company is actively billing me for services and installations that have not been provided.

What You Need to Do (I NEED THIS FIXED): I NEED THIS FIXED NOW.

1. Stop routing me to Tier 1 support and immediately dispatch the construction crew to run the physical line to my house.
2. I expect a direct message from an official employee here with the actual authority to track this SRO and act as a single point of contact until my internet is up and running.
3. Waive the $100 installation charge immediately.
4. Adjust my account so that my billing starts ONLY on the exact day you are able to provide me with a working internet connection, regardless of the fact that I picked up my equipment earlier.