As a 3-year customer, I have struggled with disruptively slow and intermittent internet service despite repeated service calls and a price increase. I was able to visit the headquarters to discuss the matter with a manager, and after waiting, I was told managers were temporarily unavailable. Consequently, my complaint (which I was glad to be told deserved "escalation") and that my situation would be sent up the chain to a field manager/tech. I was contacted the next day, instead, by a customer service manager who said my situation did not qualify for escalation and who said I would have to submit two service calls in a 60-day period in order to qualify for escalation consideration. When I asked why earlier multiple service calls didn't bump my situation to escalation level, I was told there was no explanation but that it didn't change the situation. Consequently, I feel stuck for any real resolution.
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