I went to pay my bill for 3mb internet last month on the 12th and saw a big flashing thing saying there was an upgrade to 4mb in my area, so I clicked on it and starting an online chat with their customer service. At the end of 2 hours (she kept putting me on hold...on chat) I was set to be upgraded to 4mb for an appropriately higher price and a 5 year price guarantee. That should all have been effective the 17th.
Today I went to pay this months bill at the higher rate, along with some prorated service from the time the speed increase was supposed to kick in, and ran a SpeedTest. There was nothing faster about my internet. I started another chat and was told that unfortunately, the available upgrade was in my area but due to a known glitch, it couldn't be applied to my account. She said she was sorry and tried to end the chat. I asked her why this glitch was allowed to happen if it was known and asked that my billing be reverted to what it was before the non-upgrade since I wasn't receiving any additional service.
She stated that since I was on a 5 year price guarantee, I was locked in at that price. I managed to avoid going ballistic at this point and eventually she told me that I would have to call the customer loyalty center to see what could be done. At this point, I am paying a higher price for services never delivered.
I called the customer loyalty line and repeated the story. His recommendation was that I enroll in automatic payments to save $10/month and that would help offset the cost increase I was experiencing. Again...***.
Eventually he was able to apply $20 worth of "loyalty discounts" for 6 months, at which point I can renew said discounts by calling customer service when they expire.
So to summarize:
- I agreed to pay more for an increased internet speed and a 5 year price lock
- That speed couldn't be delivered after the fact (I had to call to deal with this, they would have happily charged me more)
- They will not undue the price increase on my account
- They are compensating by offering 6 months of discounts to slightly more than offset the increased charges
- It has taken over 6 hours to deal with this and who knows how much it will take to renew these discounts in 6 months
Unfortunately, they are the ONLY internet provider other than satellite in my area. I cannot believe how a company like this can survive with service like that. I just hope that charter runs a line by our house at some point soon.