If you’re having problems getting support from a Telecom company, file a complaint with the FCC. You are more likely going to get someone who can/will actually help you. This mainly works when you have a concrete complaint that is running into process/policy roadblocks. For example, if you’ve been overcharged by an amount that the normal agents don’t have authority to credit or if you’re having chronic service issues that aren’t being resolved.
It is less likely to help if the issue is more subjective, such as asking for a large credit to compensate you for being inconvenienced by an outage (i.e. claiming the outage cost you business or work time). They’ll likely offer a prorated service credit and a courtesy credit (like $25-50) and the FCC will likely consider that reasonable.
Also your state’s Attorney General can be another avenue to escalate with customer support if you’re hitting a brick wall. They’ll often have staffers who act as a mediator and have an in with higher tiers of support.
Source: I personally handled some state AG escalations when I worked in customer support
claiming the outage cost you business or work time
Virtually all service agreements for consumer internet/phone/etc have a limited liability clause that states the provider is only responsible to credit you for the portion of their service fees during the downtime and nothing else. To get compensation for lost business, you would need a special contract with specified uptime/speed/ping/etc minimum and specified penalties for downtime in excess of that minimum.
https://consumercomplaints.fcc.gov/hc/en-us
If you’re having problems getting support from a Telecom company, file a complaint with the FCC. You are more likely going to get someone who can/will actually help you. This mainly works when you have a concrete complaint that is running into process/policy roadblocks. For example, if you’ve been overcharged by an amount that the normal agents don’t have authority to credit or if you’re having chronic service issues that aren’t being resolved.
It is less likely to help if the issue is more subjective, such as asking for a large credit to compensate you for being inconvenienced by an outage (i.e. claiming the outage cost you business or work time). They’ll likely offer a prorated service credit and a courtesy credit (like $25-50) and the FCC will likely consider that reasonable.
Hahaha! That was a good one 🙂
Also your state’s Attorney General can be another avenue to escalate with customer support if you’re hitting a brick wall. They’ll often have staffers who act as a mediator and have an in with higher tiers of support.
Source: I personally handled some state AG escalations when I worked in customer support
Virtually all service agreements for consumer internet/phone/etc have a limited liability clause that states the provider is only responsible to credit you for the portion of their service fees during the downtime and nothing else. To get compensation for lost business, you would need a special contract with specified uptime/speed/ping/etc minimum and specified penalties for downtime in excess of that minimum.