The hotspot feature on my phone has been non-functional for a month and a half due to a reception issue, and after a lengthy and frustrating interaction with the customer service team, they finally acknowledged their responsibility to resolve the issue. However, the journey to reach this point was challenging. While trying to address the problem with chat agents, I was subjected to extensive troubleshooting sessions, each lasting at least 45 minutes. The agents were inconsistent and had significant communication difficulties, even in writing. I went through this process three times, each time being informed that the issue was with my device. After the second attempt, I visited a local support center, where they confirmed that my device was functioning properly. Following the third attempt, I purchased a new phone, suspecting an internal hardware issue, but that did not rectify the problem. During my third round of troubleshooting, the chat agent again insisted the issue was on my side. None of the agents informed me that I could escalate my case; I had to learn this through external sources. I returned to the support center to ensure my new phone was correctly set up and then engaged in yet another chat. After starting the same troubleshooting process, I was told there had been an outage, with no clear resolution timeline. Following advice from external sources, I called the customer support number. The agents I spoke to were similarly inconsistent, dismissive, and hard to understand. I was placed on hold multiple times, and calls were disconnected, forcing me to restart with new agents. Eventually, someone escalated my case to a higher team, indicating they would call me back. However, I couldn't schedule this callback, and it felt random. They did not follow up, and I had to continually reach out to the higher tier team. When they finally called back at an unexpected time, the agent's tone was unprofessional, and once again, the assumption was that the problem lay with me. When I attempted to follow their troubleshooting steps, I was disconnected again, with no follow-up. Finally, I reached out to a higher tier agent, who adjusted the phone to connect to a different tower, resolving the issue at last. In summary, due to the service's inefficiency, I lost a month and a half of hotspot functionality, spent three days troubleshooting, and incurred $600 for a phone I didn't necessarily need. If you were in my position, would you continue with this service?
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