dslreports logo
site
 
    All Forums Hot Topics Gallery
spc

spacer




how-to block ads


Search Topic:
uniqs
2795
share rss forum feed

baloo4

join:2013-08-10
Loveland, OH

Cin Bell Fioptics Oversold and terrible customer service

We had a Bell salesman appear at our door last week and sold us Fioptics (Tv and internet). We were with DISH and explained that we had tried to get the Hopper, but had issues with not being able to record and watch live shows. He explained to us that with Bell we could record up to 3 shows and also watch live tv on all of our tv's. We told him we had (6) tv's and he assured us that we could do it with no problem. My wife asked him repeatedly that if we moved to Bell, we would be able to record up to 3 channels and also watch live tv on all tv's. He once again reassured us, that we would have no problem.

Once installed, that evening when everyone was going to bed and we were recording our favorite shows on two channels, we were not able to watch live tv on all of our tv's. The system told us we had reached our limit and we could watch tv on the dvr. We tried and couldn't even do that. We called support and had someone come out.

The service rep came out and looked at all of our connections. The service rep explained to us about bandwidth management. This is the first time we had ever heard of this. He explained that we had a total of 47mb we could use. Each HD channel takes 7.4 mb and standard channels take 4.4mb. With recording 3 HD channels, that takes 22.2mb. The (6) tv's takes up 35.4 mb. Our internet is set to 10mb, but goes down to 3mb if the tv needs additional bandwidth. So, recording 3 channels and each of our 6 tv's equals 57.6, not even looking at the internet bandwidth.

We told the service rep we had never been told about this, and that we had on numerous times been told that we could do what we wanted. He told us that the math doesn't add up and that we should have been told about the bandwidth. (By the sales rep and the installer).

Since then, I have contacted my sales rep and he said he hadn't meant that we could watch ALL tv's. I then asked what Bell was gong to do to rectify the situation. There was silence, and then he said there was nothing they could do. I stated that they had lied to us and that they could divide the house in two and install another 50mb pipe, or run fiber directly to our house (very costly). He said that he had never heard of running another pipe and that if they could it would cost a lot to us. I stated that I would not be paying anymore for their service, but they needed to do something. Two days, go by and I do not hear from the rep. I then call and finally get a hold of him. He says there is nothing they can do. I then ask to speak to his boss. He says that he will have him call me. I wait a day, and do not receive a call, so I call him. He answers and doesn't even know about my situation. He listens and says that yes, we were oversold but there is nothing they can do about it. I then give him the two options I came up with. At this point, I am the only one trying to come up with a resolution to our problem. He says that they can't install another pipe to our house. I state that if my house was a duplex or condo, they would install two pipes to my house if the tenants wanted their service. He agreed. I then stated, that the installer ripped out all of my DISH cables and that if they could not come up with a resolution to keep my business and also correct their overselling of their service, they would have to pay DISH to re-install the DISH service. He stated that he would have to get back to me.

I wait a day and a half and then I call him. At this point, no one from Bell is taking the initiative to make a resolution. I am the one contacting everyone. He sated that he had spoke with his boss but had not heard back.

Meanwhile, we have one tv that is not connecting to our whole house dvr and we still cannot watch tv on all of our tv's. We have kids and teenagers who watch tv at night, as well as us.

I will keep everyone posted. If you are interested in Fioptics, consider asking them for references. The overselling of this service is terrible. The customer service is terrible. The channel guide is very slow. The whole house dvr is not user friendly. You can't even select a channel to automatically switch to at a given time. This is the worst service I have ever had. I am an IT person, who deals with companies on a daily basis and have never had this type of customer service.

I had even told the sales rep that I WOULD NOT speak to any one in India. That I needed a local support technician. Just imagine if I had been switched over to India for service (what a nightmare)......


jduffy
Premium
join:2006-08-20
Cincinnati, OH
Reviews:
·Time Warner Cable
·Vonage
·net2phone
·Cincinnati Bell
·Skype
·Callcentric
·ooma
I am curious how it all went. I am moving to another house about 2 miles away. That neighborhood has Fioptics and TWC. So I asked my buddy who had Fioptics installed how his service was. Well the guy is a retired CBT employee and he said it is a cluster foxtrot. For almost two weeks the service has not worked properly. Sometimes the phone works, sometimes it doesn't. At times all they can get is HBO and nothing else. They promised him the same thing with DVRs and he found out there is not enough bandwidth. He has been on the phone with them all the time and no one seems to know what they are doing. Apparently he said the support is outsourced.

No wonder CB is in such a mess. On the wireless/cell phone side of the house they are losing customers like crazy. How Bell stays in business is kind of a mystery. After what now, four years, they still cannot seem to get Fioptics working right and properly supported?

People used to think TWC was garbage, I guess not so much now when you compare it to Cincinnati Bell Fioptics.
--
Atheists swear there is no Heaven, but pray there isn't a Hell.

CVGNet

join:2012-04-10
Cincinnati, OH
Check whether the new location has real fiber to the premises/home or whether it is fiber to the node. The easiest check is which internet download speeds are offered online - if 50 & 100 down then it is fiber to the home.

Fiber to the home has none of the problems associated with restricted bandwidth and/or variable interference on VDSL (fiber to the node). The remaining potential issues could be:

STB software not as nice as some but fairly serviceable now.
DVR functionality seems problematic on *some* ZTE STBs - hard to tell if that is early units or not.

Cincinnati Bell do not insist on a contract so you it is always possible to test it and return if unhappy.

Fioptics has been beaten up a bit on this forum but it is probably true to say that many complaints are related to:

1) The offshore call center.
2) The STB box software.
3) The (often unpredictable) performance problems associated with VDSL (problems which other Telcos have also had with the technology).

1) is being addressed by moving jobs back to Cincinnati. Customer service seems to be USA based now although some tech/repair is still abroad - with more moving back.
2) has been addressed to some extent and hopefully there will be more improvements in the pipeline.
3) is being addressed by CB making a substantial investment in fiber to the premises as mentioned on other threads.

I am actually very pleased to see CB moving towards covering the area in fiber to the premises rather than getting dragged into vectored DSL (see below) and such band aid solutions - so credit where credit is due. A very wide fiber deployment is underway and the design is based on a pure IP platform - a great platform on which they can build new service offerings rather than sinking more money into ramming digital data down aged telephone lines.

I recognise that a positive post about CB/Fioptics may be treated with some suspicion - but check my previous posts. And for the record - yes - I am a network engineer and no I do not work for CB or any affiliate.

Now if I could just find a /28 IP range on their price list for $20/month like Comcast and see signs of an IPv6 beta test I would be so happy!!!!!

Want to know about vectored DSL? »www.ospmag.com/issue/article/vec···l-rescue

MommaNancy
Premium
join:2013-08-17
Cincinnati, OH
Reviews:
·Cincinnati Bell
reply to jduffy
Well let's see....I have been on my At&t wireless phone for appx 35 minutes now trying to resolve an ongoing issue with CINCINNATI BELL FIOPTICS!!! CURRENTLY on hold while waiting for the 2nd or 3rd "Fioptics Retention" department! Now that is customer service at it's finest! And as for Katie, yes I have spoken to Katie way back in ohhh January or February of this year, and she did at least get a rep out to our home to get the service to stay on for more then an hour at a time before it would go down...yes, every 25-45-65 minutes or so the service would need to be "rebooted" which meant I would need to go around our community (12 unit building condo's consisting mainly of older couples-myself one of the young peeps here @ a not so healthy 57 years old & disabled) I'd crawl around behind their dusty old televisions & unplug & plug & repeat until I could get the service going! I love my neighbors, dearly...bring them lights when it thunders etc., but the experience with Cincinnati Bell Fioptics practically destroyed 18 years of great friendships as I felt used & abused! Finally Katie got that resolved.BUT NO RESOLUTION AS to why my BILL IS MORE THEN DOUBLE THE PRICE ADVERTISED!.....HUM, IT IS NOW 4:57 P.M. AND I AM STILL ON HOLD & I DO BELIEVE NO ONE WILL EVER COME TO THE PHONE, GUARANTEE THAT THE USUAL SITUATION IS GOING ON; "CALL CUSTOMER SERVICE TO MAKE PAYMENT ARRANGEMENTS....Get a gent who's absurd if he thinks I believe his name is "Charlie" then "Carlos" & then " Tommy" with an accent that sounds exactly like the guy from Korea Air! Anywho...the call goes on to: Charlie tells me 2-3 lies & transfers me to Carlos? This is a new name? A Hispanic in an Asian Call Center? Could be I guess, after all I worked at a call center & I know we had many ethnic groups working in our building...but then again, in Kentucky at the Center I worked at, From the 1st day I walked in the building; TRUTH, HONESTY, INTEGRITY, RULES, REGULATIONS, ALL OF THESES THINGS WERE STRESSED & FOLLOWED & IF NOT YOU WERE OUT THE DOOR, this is how we are supposed to do business in America, is ''CINCINNATI BELL NO LONGER IN AMERICA"?? THEY ADVERTISE $59.99 TOTAL PACKAGE BUT CHARGE ME $132 A MONTH & TURN OFF MY SERVICE IF I DONT PAY ! CAN SOME ONE TELL ME HOW IS THAT LEGAL?? HEY CHARLIE!!! YOU CHEAT ME !!! AND YOU LIE TO ME !! AND NOW YOU PUT ME ON HOLD FOR OVER AN HOUR & TWENTY MINUTES & NEVER COME BACK & I WAS VERY VERY VERY NICE TO YOU ! NEVER SAID A BAD WORD ....WAS KIND & THIS IS HOW YOU TREAT ME???? Any one else out there been treated like this????? MommaNancy in Bridgetown

MommaNancy
Premium
join:2013-08-17
Cincinnati, OH
Reviews:
·Cincinnati Bell
reply to jduffy
In the conversation that lasted nearly 2 hours (most of the time on hold waiting to be transferred to a mythical "retention" specialist" I was told the reason they were unable to help me was due to the fact that I had "Wire Care" on my account. Wire Care, is the additional $5-$10 dollars a month I guess they tagged on without my consent, saying that if anything goes wrong with the "wires" in the condo I live in the company will not charge me to come out & fix! "Carlos said that is a contract & can not be changed! Hey Carlos! I went with Cin Bell because I did not want a contract, I would not agree with a stupid wire care contract to begin with & that is the most lame excuse to date for the overcharge of more then double the agreed & "advertised" price at the time! YOUR COMPANY IS TAKING ADVANTAGE OF A DISABLED WOMEN WITH A SICK HUSBAND & MOTHER THAT SUFFERED THAT WENT THROUGH THE DEATH OF LOVED ONES & EXPLAINED THAT TO YOU AS TO WHY WE HAVE TAKEN TIME TO GET BACK TO YOU! YOUR COMPANY IS THE WORSE I HAVE EVER HAD TO DEAL WITH IN MY ENTIRE LIFE! LIARS & THIEVES!!...........Sorry my dear jduffy, i just get so very overwhelmed when I think how they have just stolen from me for 7 months now & refuse to even talk to me & make a total fool of me, & if I don't pay; ruin my credit! MommaNancy in tears & disabled in Cincy


DrTek

@mycingular.net
I have been with Fioptics since it first arrived in Fairfield back in 2009 or 2010.
I have been a TiVo customer for years. With the exception of PPV, we have had no issues. Although we are not on TV over IP, bandwidth for channels is not an issue. We have the 6 tuner TiVo and a Mini for our whole home solution. We only need 1 cablecard for the six tuners. Nothing but praise from Fioptics.


jduffy
Premium
join:2006-08-20
Cincinnati, OH
Reviews:
·Time Warner Cable
·Vonage
·net2phone
·Cincinnati Bell
·Skype
·Callcentric
·ooma
reply to CVGNet
I did and all I can get is 30M Internet. I already knew that they do not have fiber to the houses there. Actually, if people think the Internet is solid, I may go with Fioptics Internet and DirecTV. That way there would be no contention for bandwidth. Can anyone comment on just the Internet?
--
Atheists swear there is no Heaven, but pray there isn't a Hell.

CVGNet

join:2012-04-10
Cincinnati, OH
As long as the VDSL circuit does not have excessive noise/errors the internet service is good on Fiopics FTTN.

ElmST_PM

join:2013-04-22
Cincinnati, OH
reply to jduffy
I have the 30m Fioptic solution running over VDSL. VERY VERY happy after 13 yrs of RR Internet.
%u201CI work for Cincinnati Bell and we have an active Social Media Team. If you have ANY issue submit it here:»tinyurl.com/CBSocialSupport or email cincinnati.bell@fuse.net, our social media team will help you.%u201D