As you may or may not know, I've had my problems with AT&T's internet service back in Indiana. Renewing my service for the first time, I had to talk to three people, each of whom required some holding time to get to, took the last 4 digits of my SSN, and tried to sell me the same upgrades. Later on, I found they offered faster service for cheaper than they were charging me, which was weird, and though they agreed to switch me to that, they ended up not doing so for several billing cycles and until I called them twice about it.
So this is why I'm surprised that Verizon has made AT&T look good.
First, nobody offers service at AT&T's price here, even at half the speed we had in Indiana. So we signed up for slow service from Verizon. But then the strike hit, and they had to cancel our installation. That's understandable, but we needed internet, so we signed up for Comcast. I tried calling to cancel several times: several times an automated system hung up on me because they could only deal with certain kinds of issues; then finally when I got a person, she had to transfer me to someone else, so I was disconnected again and gave up.
Then, about a week ago, I started getting about 4 calls a day saying that our installation appointment was coming up. This is more than a month after our ideal installation date, so I tried calling again. I had the exact same conversation with the machine ("Her") three times before giving up:
Her: What is the person's last name?
Me: Chenette.
Her: Okay, let's try this. You can say the person's last name, and then spell the first 3 letters.
Me: Chenette. C-H-E.
Her: What's the person's first name? You can say, "I don't know."
Me: Timothy.
Her: I only have one record of that name in Amherst, Massachusetts: [undecipherable, clearly not my name]. Is that the person you're calling about?
Me: No.
Her: You're calling about service in Amherst, Massachusetts, right?
Me: Yes.
Her: What is the person's last name?
Finally, I replied to an email that was supposed to let me "reschedule," requesting that they cancel the service. A few days ago I got a very apologetic call from a representative, saying she'd put a note on my record.
Then, today, I got an email with the subject "Verizon High Speed Internet Service Not Available":
I realize this isn't really a terrible story--we've had internet access most of the time we've been here, and there are many other things to worry about. But there was something comically, perfectly incompetent about the timing of that email that made me have to share!






