This is completely off topic for my blog but I have to tell the story and spread the word.
Yesterday, when I got home I found out that my internet connection was dead. After looking around on my browser i got this message (click on the image to be able to read it):
This informs that it was some virus crawling , very generic. In any case, I scanned the desktop and the laptop, change the password for my wireless network just incase an intrusion even when I did not have any reports of that.
Then I called the 877 number for abuse, no human answered at 4 PM CST and I recorded a message saying all of this so they can call me back
As the message said I called next the local support number. After going around in circles, I get to a human. He was nice and tried to help but he said I should contact the 877 number, I told him I already did before I called him. He asked me for my email address so they can email me back which i said,”well how do you expect me to get my emails if I have no connection here?” In any case, he could not do anything else.
After that, I had to do some another stuff around the house and I missed the call from the Abuse team (877 number), I listened to the message which treats me like a criminal saying that I connected a computer infected with a virus, that this computer has not been online for over a month and they refuse to turn the connection back on.
Well, I have no clue what computer they are talking about or anything.
I called back and of course no human, I leave another message, not very nice.
I waited and waited.. no call back
I called again the local support number, the representative told me I should call the abuse line, which I did twice. I asked for the supervisor, repeated the whole thing and he said the issue was escalated.
So here I am still without Internet connection at home.
My expectations and comment about this are:
– Why a customer is not being contacted about disconnecting the service?
– Why is no way to get hold of a human?
– Why are they so rude , treat you as a criminal, quarantine the modem , do not give a clear explanation of the issue?
– Why the local support has also no way to contact them?
I want only one thing ” My internet connection back!”
Please spread the word on Twitter and Facebook. Any comments are welcome and if you have any similar stories, please share them
UPDATE – See comment from TWC- I emailed my account information at 12;30 PM CST