This is my 3rd (maybe 4th) complaint to the BBB and the result has always been positive.
Update: The day after I blasted another email to the executive office and BBB (Monday Oct 1), I get a call from "Josh", the guy that said he'd call back and didn't. He said he tried calling me back after telling me to run the test but missed me. Said he left messages. No messages and the caller ID showed exactly three calls from the HN number. One last week on the 26th (his first contact with me). I called him back that same day. No more calls from HN again till yesterday (after my email on Monday). He called twice yesterday. First to say the complaint was not closed and to say he did try calling...BBB showed complaint closed and caller ID showed he did not call when he said he did. Doesn't everybody have caller ID and doesn't everyone KNOW everyone else has caller ID?
He still can't/won't explain why my browsing and download speeds went into warp speed less than 2 weeks after I first complained. First time I'd had those speeds in almost a year and I'm to believe it was a coincidence?
He is sending a technician to the house to check everything here on my end (at their expense). Looks like I got a call from Worldwide Tech while I was out today. Didn't leave a message.
Noticed speeds were increased again today. No buffering for YouTube videos. Also had a call from David Dennis of the BBB, a Trade Practice Consultant. Missed that call as well. Will call him back tomorrow.