Public Letter to everyone, especially FLOW, LIME, Cable & Wireless, Candywhacky, whatever you want to call them. I am tired of this crap..
On Thursday morning, 14 Jul 2016, about 0630, my home (and small business) internet went down. I didn’t think too much of it, because service by our internet provider, FLOW, is always intermittent and drops out frequently. When I got home Thursday afternoon, internet was still down, so I called 811 and spoke with Dwayne. He gave me Reference number 2016-07-14-300135. no internet, no dial tone. I expected a repair on Friday. It was my understanding that the company policy is to respond within four working hours.
Friday afternoon: Still no internet, and no calls, emails or any response whatsoever from the ISP. I called again and their automation computer incorrectly said that I had reported problem Friday, (I reported it Thursday, not Friday), and said a tech was scheduled for Monday. Unacceptable! I hung up and called back immediately, entered different menu options, the only way to get a human with the horrendous automation system. I spoke with Eric who could provide no explanation why nobody came Friday, and said they don’t work Saturdays, when I asked for 20% off my bill, (I told him: “Thursday Friday Saturday Sunday Monday, that’s 20% of a month”) he said he would send someone Saturday instead of Monday.
Saturday, nobody showed up and no response again, I called and got the same Eric, he denied saying he would send anyone Saturday. He said a tech was scheduled for Monday.
Monday afternoon, still no response from the ISP, I called and talked to Narina- She asked me what country I was in, very promising! She said no one at that call center can EVER tell me when a tech will come. I asked if all the other reps I had talked to previously and in all the years past were lying when they gave me dates techs (allegedly) would come. She said she couldn’t tell me when a tech would come and then she hung up on me.
Now it’s Wednesday, still no response whatsoever from FLOW.
Our home internet goes down hard approximately every six months, and requires a tech to come out. It usually takes a few days, although, like I said previously, my understanding was that the company policy is four working hours to respond. Often, FLOW reps promise a date the tech will come, nobody shows up. Also, they used to come on Saturdays.
I never get the speed I pay for. My plan is for 15 MB per sec, I usually get approximately 8 MB per sec. Sometimes 10. but never 15.
My home internet has been out now for seven days tomorrow morning, that’s a quarter of a month. I will never get a 25% discount on the fee I pay for something Im not getting. It is theft!
I have been a C&W, LIME and FLOW customer for 18 years, except briefly, when AT&T came, I switched immediately, then Cingular took over, then Digicel, who forced me back to Cable and Wireless. C&W has been continuously problematic for 18 years. They exist only because of their exorbent prices and because their customers have no other choice.
Logic does not provide service in my area, and Digicel cannot guarantee my internet speed requirements.
I am really tired of you, a company who has never, in 18 years, been able to reliably provide the service they are in existence to provide.