RCN Complaint - Worst Service Ever

Complaint

Review by tok9 on 2008-07-10

WATERTOWN, MASSACHUSETTS -- This is an actual email I sent to rcn CEO/few board members. Here are their email addresses below.

ir@rcn.com,
InvestorRelations@rcn.net,
sales@rcn.com,
cablemodemhelp@rcn.com

I'm sure by looking at the subject line you know what this is all about. Well I will start from the beginning and I will try not to bore you too much.

About 5 months ago I signed up for a Static IP Service with you people. (http://en.wikipedia.org/wiki/IP_address) This is the definition of static IP, but I will sum it up for you. It means that that your IP address is Dynamic and does not change for any reason at all.

About a week into the service my internet service went down, I called your support line 1-800 RING-RCN, I spent about 2 1/2 hours on the phone, they said they were vary sorry this will be resolved and will never happen again.

Two weeks go by and sure enough it happened again. This actually coninued to happen for about 5 months every 2 weeks.

I was credited money back on the service twice, once they gave me a full month of services for free because I got so fed up and wanted to cancel the service. Another time I had to stay home from work because you sent out and " Lever 3 Engineer" who wasn't even sure why he was there.

But finally what drove me to write this email, was my experience with 1800 RING RCN today. Here is a brief outline of what happened.

I called RCN around 8:30am I waited for about 15 minutes before talking to anyone, which is actually pretty quick because normally it's about 30 minutes before you actually speak to someone. Someone picks up, I get connected with the canceling services dept. I explain to them that I wish to cancel my static IP address. They said, I'm sorry we don't handle that cancellation, I will have to transfer you to our tech support dept. I said fine and they put me on hold....for 36 minutes and 42 seconds before my call was just dropped.

So like an idiot I decide to call back. This time I called back and requested tech support directly, I explained to them that I wanted to cancel my static IP service, they said ( you guessed it)" I'm sorry we don't handle that" " Let me transfer you to our billing dept.

This went on for about 2 hours, one dept transferred me to another, the other dept said, " Sorry this is not our dept etc.. You get the picture.

Finally someone had the heart to tell me. " I'm not really sure who I can transfer you to,, her name was Phyllis I remember this because in the midst of get stuck in you massive phone system I got transferred to her twice and she remembered me and said " I can't believe you still haven't talked to anyone" and she was right, 2 1/2 hours later I had not talked with anyone.

All together I think I have spent about 40 hours in 5 months talking to you customer support and still nothing gets resolved. At this point I am letting know that I will never ever use RCN again.

I should have done my research before I signed up. Here are some more websites you can read about the horrible service your company offers, I will also be posting on those websites.

http://www.my3cents.com/search.cgi?criteria=RCN

http://www.ripoffreport.com/reports/0/156/RipOff0156337.htm