RCN Complaint - Poor customer service and not providing service paid for
CHICAGO, ILLINOIS -- I purchased a static IP address from RCN in July, since then it has changed 5 times and it takes up to 2 weeks at times to get the IP address that I paid for restored. Since the beginning of February, I lost the static IP again, and my cable modem service stopped functioning. RCN refused numerous times to restore the IP address that I paid for. Shortly after getting connectivity again, I lost service and it took a week and 5 technicians to find the problem and correct it. The my service lasted a day after that. They have sent 2 technicians out to check my lines (which I requested). Both technicians did nothing and left. During the second attempt at getting a technician, he showed up, refused numerous times to perform the repairs requested and attempted only to sell me more services. He was not called to sell me services, only to fix my problem. I called back and was promised his return that day. After an hour of no confirmation I called back and spent 2 hours on hold only to be told that they would not fix my problem. They have scheduled another technician, but I seriously doubt that the technician will do anything upon arrival. I have been lied to about my service being fixed, and overheard conversations while on hold between co-workers on the customer service line talking about drinking alcohol at work. I have been promised that my problems would be fixed I call but nothing happens. It has been a month of no resolution. I have been told by the supervisor of their call center on 2/28/04 that she did not care about my problems because I was not a corporate account customer. The technician that came on 2/28 refused to give me a signal amplifier and refused to test the signal strength on my cable line. I have spent over 15 hours this month on hold and over 8 hours waiting for technicians in this past month only to not get anything resolved. I have asked to speak with technicians concerning my problems and told that they will not speak with me. My home business is loosing money and customers over this and there is no remedy offered for my loss in revenue.
The customer service representative do not provide information or assistance with anything not involving just turning off my cable modem and plugging it back in. There is something more to this issues than simply unplugging my modem and plugging it back in. It is obvious that there is something else wrong at my residence, and they refuse to fix the problems. The supervisor that I spoke with on Saturday explicitly told me that the customer service representative that promised to transfer me to my local dispatch office probably transferred my back into their queue, which means I was lied to about who they were getting for me to fix my problem. I was also lied to about the fact that the technician was going to return to my residence that same day and actually fix my problem. I have lost a lot of time and energy that could have been devoted to my business trying to deal with this issue.