Timeline to Insanity— Approx. 6 months ago - started talking about getting rid of some of our Suddenlink channels because our bill was over 207.00. Last Wednesday - decided for sure we are going to make cuts in spending, including cutting the Suddenlink channels Yesterday - spent an hour online trying to figure out Suddenlink basic plans, to no avail. Asked friends on Facebook if any of them have basic cable and how much it is. Decide Ill drive to Suddenlink office next day and ask in person. Today - drove to Suddenlink and asked about plans. Came up with plan to save about $80 and made promise to return shortly with two of the three DVR boxes we had. 15 minutes later - drove back out to Suddenlink and took the boxes. Lady gave me a smaller box to replace the one in the bedroom. Drove home and hooked it up and it worked fine. 5:05 PM - Matt came home and turned on the T.V. in the den, and told me about 10 minutes later that it wasnt working yet. I thought he meant the T.V. Guide part, so I told him it would work shortly. 5:56 PM - I walked in the den to see that the T.V. Guide list was populated with info, but the channels were not working yet. 5:57 PM - Called Suddenlink to try to talk to Tech Support. Processed through the 15 recorded steps before I actually spoke to a real person, including listening to their PSA about all the channels they just had to dump. Reached a 12 year old boy named Scott who was so overly-polite, I wanted to punch him through the phone. Scott spends 15 minutes explaining to me that he is sending signals to my box remotely, but I can see nothing on my end. Scott finally admits he cant help me and that he is going to transfer me to Tech Support. I am puzzled in that I thought I was talking to Tech Support. I get put on hold again and finally get through to second agent. 2nd guy is also very polite. I explain to him everything I have done so far, beginning with my trips to the local office and my conversation with Scott. My phone disconnects and 2nd guy calls me back really quickly. He spends several minutes asking me to hold, putting me on musical hold, then ultimately, sounds frustrated and tells me that another agent is still logged in to my account, takes my number that he already called, and says he will call me back after he gets a hold of the first agent and has him log out of my account. I wait for 45 minutes. No call. 6:42 PM - I call Suddenlink again and go through the same 15 steps to reach a real person. This time its a girl. I tell my whole story again, starting with my trips to the local office and ending with 2nd guy never calling me back. She responds that she really doesnt want to tell me this, but she is in Billing, not Tech Support and is going to have to pass me off to another agent. I asked her why she did not stop me during my monologue and save us both from my long story. She explains that lots of times it is really just a billing problem, and she has to check that before I actually get to talk to Tech Support. I am quite sure she can see that our account is up to date, and I realize that Scott was most likely pretending he was trying to send a signal to our cable box. Billing girl passes me off to 3rd guy, Chris. Chris is also very polite. I asked him up front if he is in Tech Support and he assures me he is. I begin my tale of woe, starting with my trips to the local office and ending with the sad details of my conversation with Billing Girl. Just about the time I end my story, I see the t.v. go dark and the channel come back up — working properly. 7:02 PM - I text Matt, who left and went to a friends house since the t.v. wasnt working, that he now has channels. :/
Posted on: Wed, 08 Oct 2014 00:25:43 +0000
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