Terrible customer service

RobinBr

I have tried everything and can't get help with the installation of my internet service. I have talked to phone support, gone through all the steps, re-explained at least 15 times by live chat, phone tech support, email, and no one has taken care of the problem. It has been a week now that I should have had service, but I still don't. The Indian support is nice & courteous but not very competent. They misundertand crucial aspects of my problem and just give me canned responses. In this economy, you should be hiring Americans for your support. I have been so frustrated that I have been in tears several times this week. I can't even get hold of billing to explain to them not to bill me for something I don't have.

lasagna

You fail to state what's brought you to this point ... did you order service and receive an installation date? Is this FiOS or DSL? FiOS requires a service technician to visit -- and if that hasn't occurred yet, you're not yet installed. DSL can be self-installed, but if you don't understand what you're doing, you should perhaps have requested to have a service technician do the installation and pay the installation fee. Both of these services has an "installation date" that is given to you when you order -- which for DSL is the date that the provisioning will be complete and your service activated to your home -- and for FiOS is the day the service techinician will arrive to do the installation. Has any of that occurred yet?

If you describe exactly what you mean by "help with my internet installation", you might those here able to provide you with some insight.