I'm honestly at a loss for words without going into a full rant, but here it is. A few years ago, I was genuinely impressed with the service provided. Reaching out via the hotline was straightforward, and if I needed quicker assistance, I could message them on social media and actually talk to a real representative. Problems were resolved swiftly, sometimes in minutes, sometimes within two hours. It was helpful, proactive, and made you feel appreciated as a customer. This year feels like a nightmare. The live agents are gone. Trying to report an issue now feels like being stuck in an endless loop of automated responses. My job relies on a stable internet connection. The provider seems to think it's acceptable to block customers from speaking to a human right when the service we pay for stops working. Yesterday around 3 PM, the internet went down during a rainstorm. I waited a bit, restarted the Wi-Fi, but nothing worked. I reached out via social media, hoping to talk to a real agent since they usually resolve issues quickly, but that option was nowhere to be found. Both Messenger and the hotline kept me trapped in the same ineffective bot flow. When a queue option finally appeared, it said 45 minutes. I got disconnected. Then it switched to 11 minutes, then 33 minutes at other times. Every time I confirmed, the bot either froze or told me the session had expired in mere seconds. Bots can't grasp urgency. Bots can't understand that my work depends on this. Bots can't fix anything effectively. Out of frustration, I called the upgrade hotline. I was instantly connected to a real agent without any waiting. Big thanks to the representative for their help. But seriously, who decided that regular customers reporting an outage shouldn't have the same access to human agents? And now for the update. It's been about 30 hours since the outage began. It feels like my issue isn't important because it's still within their 36-hour resolution timeframe. So I guess I should just wait for them to reach that limit before anyone cares. This is unacceptable for a service people depend on for work and daily life. The provider gets paid to deliver reliable service and genuine support, not generic automated responses or endless bot loops. We deserve the option to speak with a real person who can genuinely assist us. Anything less is disrespectful to customers. This isn't just a minor inconvenience; it's a significant downgrade from previously good service to sheer frustration. Those who approved this bot-first system need to rethink it immediately. Customers deserve better.
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