AzureD
Sep 25th, 2008, 10:50 PM
I'm a customer of CIA/3WEB High Speed Internet and I was experiencing downtime since last Thursday (Sept 18th)
I had to deal with probably one of the worst customer reps and never gotten the issue resolved.
After I noticed that my connection was down on Thursday, I called their cust support right away (~1 hr queue every time I called them). I was assured then that the line will be restored within 48 hours and someone will call me back within 24 hours to give me an update.
I waited until Saturday afternoon to give them benefit of the doubt and called them back again - they told me that they didn't know what caused my problem yet.
So I called in on Sunday again after they failed to call me back as promised AGAIN and finally found out that Rogers have disconnected my internet connection because CIA have my address wrong on their database and they need to come to my building to re-enable it.
The cust support submitted a work order and told me AGAIN that it will take 48 hrs to fix the problem and the 24 hrs call back for an update.
So comes Monday & Tuesday & Wednesday with STILL no update and fix and I called them back again to found out that they still cannot get in touch with Rogers to come over and fix the problem.
I called again today after 1 week of frustration and an extremely rude cust rep finally notified me that they will not be able to come until next Wednesday (2 whole weeks after the initial problem). If I did not call back I probably will still have my thumb up my ass since they never fulfilled their promise to keep their customer up to date.
I finally had enough of their BS so I asked him to transfer me to billing so I can cancel the account, he responded rudely and actually hung up the phone.
To sum up:
avoid 3web at all cost if you want a stable network connection and sane customer support
I had to deal with probably one of the worst customer reps and never gotten the issue resolved.
After I noticed that my connection was down on Thursday, I called their cust support right away (~1 hr queue every time I called them). I was assured then that the line will be restored within 48 hours and someone will call me back within 24 hours to give me an update.
I waited until Saturday afternoon to give them benefit of the doubt and called them back again - they told me that they didn't know what caused my problem yet.
So I called in on Sunday again after they failed to call me back as promised AGAIN and finally found out that Rogers have disconnected my internet connection because CIA have my address wrong on their database and they need to come to my building to re-enable it.
The cust support submitted a work order and told me AGAIN that it will take 48 hrs to fix the problem and the 24 hrs call back for an update.
So comes Monday & Tuesday & Wednesday with STILL no update and fix and I called them back again to found out that they still cannot get in touch with Rogers to come over and fix the problem.
I called again today after 1 week of frustration and an extremely rude cust rep finally notified me that they will not be able to come until next Wednesday (2 whole weeks after the initial problem). If I did not call back I probably will still have my thumb up my ass since they never fulfilled their promise to keep their customer up to date.
I finally had enough of their BS so I asked him to transfer me to billing so I can cancel the account, he responded rudely and actually hung up the phone.
To sum up:
avoid 3web at all cost if you want a stable network connection and sane customer support