Congestion on beam?

  • 2
  • Problem
  • Updated 1 year ago
  • Acknowledged
Called customer service because my speed is EXTREMELY slow and I can’t stream. Under 1 to 1.5 mbps download and 1 to 2 mpbs upload. They had me go thru all the steps to troubleshoot and reboot everything which I had already done. Then THEY do a Speedtest on their end and get the same result. Only then do they start looking into it with a supervisor and after I’ve been on the phone with them for an hour they tell me there if CONGESTION ON THE BEAM I’m on? She admitted it was because there were so many users on the network it was impacting speed. They couldn’t determine that BEFORE spending an hour of MY TIME assuming it was MY issue? Especially since it sounds like a known issue.

At the very beginning of the conversation I said to her that i was getting to the end of my month and had 10gb of data that I planned to use TONIGHT to stream because I refresh in 2 days and will only use 3gb in my normal usage over the next 2 days. Now I was going to ‘lose’ that extra data because speed was too slow for me to stream. I said that I would like that 10 gb credited back to my account. She said yes she could do that and I could hear her typing and saying out loud what she was typing. I then said that I didn’t want that additional data credited until after my refresh in 2 days. She said yes she understood and again typed something and said out loud what she was typing. There was no doubt in my mind what she told me.

Then she goes back and forth with the supervisor to see if there was another way to resolve my speed/congestion issue, like move me to another plan so I get out on another beam (?). No they couldn’t do that. I said if they couldn’t fix the issue and if this was going to be ongoing that I would cancel and I would not pay the termination penalty. I’ve had the service less than 1 month. Again she goes back and forth with the supervisor who said no they would not waive the penalty and gave me the info about the terms of my contract, etc regarding variations in speed. I said I totally understood there would be variations but NOT BECAUSE YOU HAVE SO MANY USERS YOU CAN’T HANDLE IT. She also then completely reversed what she told me about crediting data to my account and said she could give me $25 credit (when it’s $48 for extra 5gb on my plan) or that I could CALL BACK WHEN I RUN OUT OF DATA and they would credit 5gb to my account. And she would not admit she gave me the wrong information.

I was given a lot of misinformation during the call which lasted 2 hours and 15 mins. and my issue was NOT resolved.
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jane

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Posted 1 year ago

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