I have had my router for over two years, but it started overheating severely about two weeks ago and has now completely failed. Even though I paid for the month, I am left without service. The customer service from the company has been extremely disappointing and unhelpful. 1. Chatbot is Ineffective: The service is just a marketing gimmick. It did not resolve my issue and only suggested I cancel my plan and purchase a new router, which is not acceptable for faulty equipment. 2. Phone Support Lacks Commitment: The agent provided no real assurance, only vague promises about escalating the issue and a potential callback. It was obvious that the representative did not want to take responsibility for the problem. 3. Poor Support Overall: While the WIFI performance was great, the back-end support process seems designed to avoid solving issues. I am now compelled to buy data while waiting for a response on a device I've already paid for. The cost of this unsatisfactory customer experience far exceeds any enjoyment from the service. I need an immediate replacement for the faulty unit and a refund for the days without service.
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