Ameritech Complaint - Unnecessary loss of service & disturbingly poor customer support!
DEARBORN HEIGHTS, MICHIGAN -- Chronology
April, 1987, we moved into our current home in. Our primary telephone number was serviced by an underground cable that ran directly into our basement. The cable has two pairs of wires, our primary number uses the red/green pair. In 1995 we added another telephone number for our sons. Ameritech used the yellow/black pair in that cable to carry that number. Allow me to refer to this cable as 'Cable-A'. Later that year I started a business and requested two additional lines. To accommodate this Ameritech ran another cable to the house, this time to a network box they installed to the house. Allow me to refer to this cable as 'Cable-B'. My telephone service has been very adequate and acceptable.
On November 6, 2001, we lost service of our primary number (it serves three telephones within the house.) When we reported the trouble we were informed that it was due to a severed cable and that service would be restored by the evening of Nov. 9. It wasn't. Almost daily, through Nov.. 16, we made inquiries about our service. The hotline informed us that their log showed that a field technician visited the house and talked to the 'lady of the house' on Nov.. 16. This is a mistake or a lie because no one was home on that day - the 'lady of the house' is a school teacher! However, the status at this time was that service had been restored and was testing positive. Our primary phone line was still dead. We followed all the suggestions recommended by the service reps - disconnecting phones, etc. I connected directly to the pair at the point of entry and the line was dead - this pair was in Cable-A.
Nov.. 21, a technician was sent. I worked from home to ensure someone would be able to meet this person. The technician verified that there was no signal on the pair from Cable-A. After making more checks outside and with the office, the technician determined that the signal was present at the network box - Cable-B! For how long and for what reason the signal was switched from Cable-A to Cable-B has not been answered or explained. What was explained, although, is that I would be responsible for the service call. How absurd is that? I had been without service for nearly sixteen days because somehow Ameritech rerouted my service, unsolicited and without notification to me.
Since then I have been unsuccessful in getting an explanation. I was told a service foreman would follow-up. I have not heard from anyone!
To help keep me as a potential future customer, I would like the following:
1) Reimbursement for loss of phone service.
2) Retract fee for service call.
At the very least I would like a response from your company regarding this incident. Thank you for your time.
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