Hi guys, first time on this forum, but have read through a lot of it over the past couple of months.
I'll give a tiny bit of background, then ask the question.
My landlord signed up for the 18Mbps cable internet service through teksavvy in September. We've had no real issues other than random spikes here and there but that's fine. About 2 weeks ago, our internet was randomly shut off. Upon doing research I've heard that this is relatively common, due to rogers doing their maintenance thing and disconnecting non registered modems etc and having to reset the connection or something like that. This led to us being without service for 4 days.
Upon reconnection and a bit of a runaround from TS staff/ Rogers staff, we were told that we had a virus somewhere in the house and said we had to be disconnected. I've heard this silly excuse before in my past and I know its not the case. I'm hearing about this hearsay from my landlord but I know he's not very tech savvy (I know
) so I don't know if something was lost in translation.
Ultimately, he decided it would be easier if a separate connection was made in the basement so that we have 2 connections in the house.
He signed up for another 18Mbps service which was to be installed in 2 weeks time. When he told me about this, I asked if we could instead do the 28Mbps (I wanted it for the increased upload capacity). He called and the CSR told him that since the modem was already shipped (7 days ahead of the installation?) there was no way to do it without a ton of fees (shipping, restocking, new shipping, new modem cost).
My frustration is this: The service isn't even set up yet, we're trying to pay more* money per month, have not opened the other modem, had the technician who was supposed to show and install it blow us off and said a senior tech had to come out the very next day (who no showed), and I can't seem to do this without a wealth of fees.
I phoned customer care today and asked if there could at least by some sort of one time credit to offset this, as I know hands are tied by certain policies sometimes, but while the CSR was very friendly, she indicated that there's zero that can be done.
So for a small upgrade in service on an installation that hasn't even happened yet, I will have to pay $25 for the higher grade modem (acceptable), $25 for a restocking fee (not even opened, why is it shipped so early, pinning the customer), and shipping fees for both modems to go to where they have to go. I'm trying to give you more per month, and we've already had issues with the existing service, and there's nothing that can be done?
I've worked customer service for 15 years, including 1 year at Bell's retention/winback department. This seems excessive to me.