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New Member

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5 Messages

Sunday, September 12th, 2021 10:08 AM

Fiber Internet order has not been completed for over a week.

So the situation is a little complicated at this point and general customer service and their supervisors have been absolutely useless in helping. Tech support is slightly more helpful but also couldn't help.

I was having intermittent issues with internet stability with the old Uverse internet with the VDSL2 lines and the automated chat robot was able to schedule a tech over to upgrade the lines to Fiber. This was done on 9/4 with a tech on site who did the line and installed the BGW320-505. The line and internet was installed and worked and I called in to upgrade the account speed but customer service was insistent that they had to send a new router to me despite just having a tech install the newest one, I was very adamant that this was unnecessary but I gave up after they would not listen to me. They would not just change the plan over for whatever reason. 

Lo and behold, the delivered router was the same one that was installed with the line. I would have just sent back the router and called everything all good if they had actually activated the new speed and uncapped the bandwidth cap from the old plan on the activation date. So I installed it anyways just to cover my bases.

It didn't work on the activation date.

Every subsequent try with customer service just had them cancel my old order and redo another, so all that did was push back the activation day 24 hours at a time with no resolution. I tried on the 8th, the 9th, the 10th, and the 11th and it is the same (Edited per community guidelines) thing.

At my wit's end after 4 hours with a very unhelpful supervisor who insisted they couldn't help me unless they send me another router for no reason, she just lied to me about it and tried to blame the router, so I called her out about it. I told her point blank that it was the one sent from the upgrade order so it could not be that, later she said that she escalated the matter to the back office. I asked for a confirmation of a work order and she refused to give me anything at all to follow up. So I'm pretty sure that was a lie.

In the end, I called the other tech support phone number for all this and they just ended up telling me that there was some system issue with the order, which I already knew, and my best bet would be to try the loyalty and retention department on Monday if the order doesn't compete and activate after midnight but she was not able to provide me the actual number for that department.

It didn't activate for me today either, like I told them and feared that it wouldn't.

I just want them to just stop giving me the run around and just do the service change manually. Anybody know anyway to just skip the general customer service line? I don't want to go through that again.

Accepted Solution

ACE - Professor

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5.8K Messages

3 years ago

Call retentions tomorrow. Call after 8 am and let them try to sort it out. Be prepared to be on the phone awhile. I’ve always had success when the retentions group gets involved. Good luck. 

ACE - Professor

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5.8K Messages

3 years ago


What fiber plan are you on?

Did you get a new account number for the fiber account?

Why would you call in to upgrade the speed when you just had the fiber installed? Tech could have done that while there. 

There is a shortage of bgw320’s. They aren’t sent via fedex/ups, from what I’ve read. 
When gateways are sent as replacements, there is no activation date. Unless a change has been made recently, only self installs have an activation date and time. 
My guess is the two accounts for one address is an issue. 

You can reach retentions by calling 800-288-2020. Say retentions or cancel services. Hopefully they can help. 

(edited)

New Member

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5 Messages

3 years ago

I did not get a new account number. All I needed them to do was to process the service change.

They messed up everything up and have screwed with the entire process. The general customer service has cancelled and resubmitted my order so many times and have pushed back the activation date over and over as well as ignored my requests not to send more BGW320s.

I already have two of them here and they are sending me yet another one that I specifically said not to send.

New Member

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5 Messages

3 years ago

End result: Had to get another tech come in just to unlock and activate the plan since the customer service side wasn't able to do it for whatever reason.

Even the tech was confused about the situation about why they didn't just update the plan on the backend and why they dispatched him out here at all.

It took all of ten minutes just for the tech to unlock the bandwidth cap on his phone and for me to restart the gateway. He did have to switch out the the BGW320-505 for another one since the one I had was already registered for replacement as part of the work order.

The tech even told me that he just had to do an unlock and that was it.

ACE - Professor

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5.8K Messages

3 years ago

Make sure you return the extra gateways at a UPS store. Keep the paperwork so if you get charged for not returning the equipment, you can prove you returned them. If I recall, you have 21 days to return the equipment. 

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