Everything Digital

1. Internet is always down at night time. Nobody tried to explain that to me why my connection is always cut off at around 5pm or 8pm EVERYDAY. Whenever I call customer service, I always get the same answer, “I’m gonna make a report about your case. In the mean time, keep resetting your modem.”

2. They have around 50 phone numbers to dial when you need to contact them. The problem is that they never told their subscribers who are on duty at what time. For you to talk to any one of them, you will have to dial each number until you find one that actually rings. If you’re lucky, you will have to dial all 49 before you get to the one that is active.

3. Their “call center agents” are home based. That means that most of them are not in their “professional mode” when they talk to you. Sometimes you hear dogs barking and babies crying  while you’re talking to an agent.

4. They have a website but there isn’t a single page where you can see an email address by which you can contact them. In their “Contact Us” page, you can see all the telephone numbers I mentioned earlier. Is it even possible to be in the internet business and not have one working, fully functional email address?

5. When I was asked to provide screen shots of my cmd page, they didn’t receive my email even after I sent them on three different ocassions using Yahoo, Google and my own web mail. Interestingly, the email address of their technical support is still a yahoo account, not a mydestiny webmail.

6. After my three failed attempts to send them email, I finally talked to their office-based customer support but Miss Leah told me that I have to send my complaints through email so their manager could read what I was trying to say. Didn’t I just send three emails that never reached their inbox? Why was she asking me to “send another email?”

7. I did send my fourth email and Miss Leah told me to wait for “three working days” before I would hear from them again because the manager is kind of busy at the moment, that is, he was having lunch. It’s been more than a week and nobody called me to explain.

8. Their technical team visited my residence four times in the course of one month to check on my internet settings. They couldn’t find anything wrong because they always come at daytime. As I mentioned earlier, my connection is always cutoff at around 5 or 8pm.

9. Whenever I complain about my connection, their representatives always tell me not to worry because they could simply re-compute my bill so that I won’t have to pay for the days when their was no connection. I’m guessing that none of them really understood that it’s not the bill, as important as it is, that bugs me all the time. It is their inability to fix a simple problem and their poor way of handling valid customer complaints.

10. These problems started on the same day they installed internet in my house. Until today, I’ve never had a decent signal for one straight day.