I don’t know if my first response went through but I want to take the time and thank you for this well thought out response. It is deeply appreciated.
There’s kind of a cheat code.
First, always call, don’t bother with chat. The first prompt you get, say ‘agent’. Don’t say anything else, and keep saying that until you get a live person (it should only take 1-3 times in the menu.
Once you have a person, threaten to cancel your service. You have to mean it (I always mean it if I’ve got to this point). They will escalate you to the customer retention team and they will listen.
AdamHenry@discuss.tchncs.de 10 months ago
AdamHenry@discuss.tchncs.de 10 months ago
Thanks for the walkthrough. I haven’t decided whether I am going to pull the trigger or just return the equipment so this may help.
LillyPip@lemmy.world 10 months ago
It’s worth trying, even if you think you’ll end up cancelling anyhow. The last time I had to deal with them, they dropped my monthly bill from $250 to $80 for their highest speed broadband, and now I get roughly 1gb download speed for $80/mo.
Your results will probably vary – I have 25 years of uninterrupted customer loyalty to leverage.