Still Ugly (Score 1)

Well, 3 weeks ago yesterday they pulled the plug on us. 2 weeks ago today -- after disingenuously telling us that our city is "on the transition plan, we're just not sure how many more days" -- they finally tell us "Good News! It's not going to be 12-16 weeks! We got a deal and we've connected your town!!"

Except my old TCI@home modem won't connect. The first trouble ticket got "lost" .. the second one, a week later, languished for a week. Upon which time it was "expedited" by having another ticket added (oh, ya, but the old ticket was actually closed, not expedited) -- and last Thursday somebody in tech support finally started walking me through a diagnostic routine that almost worked.

Now it seems that my "SAS record" -- what I'm taking to be "Service Acquisition System" or some such -- well, that record is required for me to be activated, but it's not there. My BILLING record is intact. They know how much to bill me for and where to send the bill and how many lines and everything ... But I can't connect except to their "modem registration" screen which reports that "Registration Failed -- Please try again"

Well, after being escaleted to Tier-2 support, one would expect some action .. "If you're not on line by Saturday morning, check back..."

Today I find out that it's "up to 72 business hours" to add an SAS record. I even checked back to make sure that I was understanding this correctly. Their 24/7 support is ham-strung by a 9-5 business unit! They can't service the ticket because they don't have authority to change the SAS database. And since Monday is a holiday, that means Wednesday is the earliest that the unit will be "on the job." But since the ticket didn't actually identify the problem correctly until after close of business on Thursday, there's only 8 hours logged (Friday) against the "escalated" ticket. If they really meant 72 business hours, I'm not going to get connected again this year!!

Right now a line capped at 1.5 megs seems pretty attractive after three weeks+ of being offline.

Heck, right now, a simple straight answer and an apology other that "Sorry for the inconvenience" would go a long way. I understand database glitches and service problems. If it weren't the ONLY broadband option in my neighborhood, I think I'd be pricing a new provider. Not because the service hasn't been re-established yet, but because I'm tired of getting the run around.