1 Jan, 2018 → by ClaimboUser545637
Internet/Phone
*SOLVED

1

On December 7, 2009 I received a flyer in the mail from Suddenlink with a deal better than my current deal with AT & T. Since we recently received huge cuts to our budgest, I was looking for ways to help cut costs. That day I spoke with Grady who happily took my request and assured me that we had time on our side. We were moving services to a new location, again to save costs due to our budget cuts. On December 29th I spoke with Amy at Suddenlink who advised she had received the request for services from Grady on December 11th, called me on December 17th but I was out of town until the 28th. Which was true...however...I did not leave town until the 16th...so for 4 days she sat on this request. At that time she sent me an agreement which had my name spelled wrong, had the wrong numbers on it and the wrong address to move services. I corrected the errors, faxed to her. She called me hours later to advise a new contract had to be signed immediately due to all the changes. This was Friday afternoon after our office closed, but I drove back to the office to correct and fax in order to ensure services. During all of this I am conitnually confirming with all parties that we have to have no lapse in services...we are licensed by the state of Louisiana and that is a huge licensing violation that can potentially get us shut down. When I spoke with Amy again on Monday she advised phone service could not be transferred until the 14th - however internet would be switched over immediately on the 11th - which is our first day in our new office. I asked Amy to please look into trying to get those dates for phone servcie moved up. Wednesday I received a call from the Suddenlink tech advising me that a tech was coming to "pre-wire" on Monday the 11th and phone servcie would be switched on the 14th - at that time I told the tech that if those dates could be switched so that all services went into affect on the 11th that would be very helpful as we are a business and need phone service. I let the tech know that Amy was also helping me with this. He advised he would check into it and call me back...he never did. The next morning I received a call from a Suddenlink Tech, Chris, who advised he was coming out today to pre-wire. I told him that I did not have keys to the new office yet, officially it is not mine until Friday the 8th - I explained to him my situation and that I had no problem with him coming earlier if that would help speed things up. He said he would check into that and call me "right back" - he never called me back. On Friday me and my employees began moving into our new office - at this point still no word from Suddenlink so I called Amy to check status. She advised there was nothing she could do. I begged her for some kind of compromise - a temporary line, anything to avoid a break in service. She advised that she may be able to hook up a temporary fax line for us so that we could at least get employee paperwork in. She advised that she was going to get with her supervisor, Tanna and have her call me back - she never did. Saturday we moved the remainder of our office but left our fax maching plugged in at our old office for people sending in paperwork. No word from Suddenlink. Monday morning we arrived at our new office - no internet. at 0930 two techs came to prewire - they left and advised that the nearest point to connect was on a street 1/2 block over and that they needed someone else to come and wire from there into our office. They advised they would be here in a few minutes - we closed at 4pm - they never came "right back". That evening, Grady called to check status. I gave him the run down, he made some calls and called me back to let me know he would be sending techs back out tomorrow at 0900 - I asked him if the worst case scenario is not being able to get services. He said yes, he advised that no one ever physically went out to the location to make sure it was serviceable - so now it looks like it might not be. I asked him if they would assist in restoring my other provider if that was the case. He assured me that yes, they had to make sure we got our old service back. Techs were not at the office at 0900 - the came later that afternoon advised building was not serviceable. Talked to Grady about getting otehr provider back on - he advised "I never said that". As it stands today, we have no internet and no phones.
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