Doug Cabarle sent a message to Jeffery Gardner that said:
Iâd like to request help in receiving the current promo rate available for new Windstream customers. On July 1, I spoke with Adrian and he acknowledged the connectivity issues Iâve had previously. I requested to reopen the account, but the agent he was talking with stated that I was NOT eligible for the new rate as I was a previous customer. I discovered that a GPON card was replaced in June 2020 which would cause the connectivity issues, as Windstream was installing new cable on my street (Manor Drive). On July 3, Matthew was the tech who spent the day troubleshooting as he could not provision the Calix GigaPoint and eventually replaced the FIOS line leading to my house.
I am requesting someone explain the fact I could NOT take advantage of the previous promo rate because the service never worked when I had it. For the two weeks I had the service, I was often hung up on after waiting on hold for two+ hours, conflicting phone tech support, techs blaming my equipment, my qualifications, or hanging up on me.
Today, I called tech support and waited an hour to discuss the promo rate and was told to âholdâ when I was hung up on again.
I hope given the circumstances, lacking phone support, hardware failures, etc. â that some consideration should take place. I am HAPPY that Matthew took the day to troubleshoot the problem.