My 19-year-old college student who lives in a different city has been without any cell service since Saturday night. She can't call or text and can only use Facetime if on Wi-Fi. I check your website, and it says there is a known network outage that could last up to 48 hours. Well, that time comes and goes and still no service. I contact your tech team via text on Tuesday morning at 6:52am and let me tell you the worst. The first person I spoke with said that the website must be wrong and there is no outage, we had already tried all the troubleshooting tips and still nothing (duh it's a network outage), he connects me to a supervisor who might be able to help because now he can't explain why your website says there is an outage and he shows there isn't. The second person even less helpful than the first, then I get a third person well they at least confirm what your website shows and offer to submit an engineer ticket. Sounds great but I wanted to know why I was getting multiple answers because well my confidence isn't really that great based on the contradictory stories, no answer. I ask for a supervisor. I'm told they don't have one, seems odd. Then by some miracle I'm told that someone will call me back, ok sounds great we schedule a call back time, and I was clear I needed PT mind you this conversation lasted over 2 hours. They said OK, PT we will get it scheduled. Great news the one thing you have going for you is you get a notification about a call back and reminder on the time, bad news it was ET. I was able to reschedule and today I think I will have someone who I can finally talk to you and help solve my problem or at least give me an answer, boy was I wrong! I was transferred 3 times and had to reauthenticate and tell my story all 3 times! Oh, and once again I received contradictory information and the last tech said there is no outage, well why do I have a ticket saying there is. Well, your system must be wrong. Then he asks to call my daughter, um hello she has no service! He then says he will review with his supervisor and call me back at 3:30 PT well here we are at almost 5 PT and no call back. Don't worry I'm assigned a case manager handling my issue, I have a great text that says I can respond for any questions. I do and I sent that at 10:52am and said I was going to be connected to the next person, well also at almost 5pm no response your poor team sure must be busy with the lack of service everyone has! So here we are no service for my daughter, no answers, resolution or any customer care. I have been a member for a very long time and pay over $250.00 per month for 2 people. You used to be known for great service and customer care and now I can't get either of those things! I'm desperate for any help!
