The worst customer service EVER
I have never had such a terrible experience with customer service with a WIFI provider. My neighborhood only takes two different wifi companies, X-Finity and Quantum. Me and my husband just moved to the state and we wanted fiber wifi, so we thought Quantum would be the best option.
When I called to inquiry about the services, I was passed to a manager who was pushing me to set up an appointment day to install. I told him I was just calling to ask questions about the service, not to schedule an appointment. He got so upset and kept telling me to schedule until I just hung up. That should have been my first red flag.
Eventually we did decide to set up with them. The technician was late to the installation service, and it is IMPOSSIBLE to get a hold of anyone. The customer service and the “technical” team over the phone don’t know anything about their services and just tell you to check out the website over and over. We have had the wifi for two months. We pay for the 1G but all of our devices max out at 90mbs. Our wifi randomly went out, we tried calling and again terrible customer service, so we decided to schedule a technician to come out. We called on Sunday, they were scheduled for Tuesday. Sunday night I get a call that our appointment had been moved to NEXT sunday, without asking or anything, the technicians just switched it. I called to try and get my original appointment, and nothing. We are waiting for the technician to show up, which also is a 4 hour window of waiting (8am to 12pm.) Technician is late, again. Have not been called by the technician to let me know they are running late, the customer service say they have no way of contacting their technician or giving me a time, but they will always tell you “we respect your time”.
I am very upset. We do not get the wifi we are paying for, the customer service sucks and is low key kind of shady. The technicians don’t understand the service they are providing and do not respect our time. I believe we will be switching to X-Finity.
Update: Technician showed up 2 hours late at 2pm, without any communication or updates to us after I called the customer service line multiple times. He was there for 3 hours. Apparently the issue with the speed is with their main box that is located on the outside. I live in a townhome, the box is shared by 3 other units, so he said he would have to place a work order to get that fixed, which at this rate I have little faith that will get done any time soon. So at this moment all we can do is wait and request a refund as the highest speed our internet can get to is lower than what we pay for.