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DirecPath Complaint - Worst Internet Service/Customer Service
DirecPath Complaint

DirecPath Complaint

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Worst Internet Service/Customer Service


Absolutely the WORST customer service I have ever experienced, and don't get me started on their actual internet service.

We were forced into using DirecPath when we moved to our current apartment complex a couple of years ago. We had DirecTV at our previous apartment, but internet was available through AT&T. Of course, when we moved we transferred the DirecTV services, and we thought we could do the same with our internet. Unfortunately, that was not the case. We were told we had to have DirecPath due to the configurations of the buildings and the fact that we had the DirecTV services.

So since we had just signed a two-year contract with DirecTV, we were stuck. I set up the internet with DirecPath, and a technician did come out to set it up during the window we were give (he was probably the only positive part of the whole experience). He did up-sell us on the higher internet speeds, though I don't think it made much of a difference other than just getting more money from us.

The first month or so the service was fine, no problems, but then we started noticing speed/consistency issues. In a home with 3 computers, 2 iPads, and an AppleTV, we stream a lot, and the service was cutting in and out. I called multiple times trying to get something resolved.

Finally, this past summer, I got fed up with them. Customer service told me a technician would come out and fix the internet cable, as there was probably something wrong with the wiring since restarting the modem never helped. So I took an afternoon off work to wait for the technician, and guess what? He never showed.

Despite multiple calls afterwards, nothing ever got resolved. Slow internet seemed like something we would just have to deal with. Until this past Saturday...the internet cut out completely. I restarted the modem, and that worked for a day or so, though it's been cutting in and out more often than normal.

Last night, we called DirecPath to see if they could offer us any help. We were told to restart the modem (already done, twice) and then they would "reconfigure" it. That didn't help. They were going to have to send a technician out, at a charge of $50. Of course that wasn't going to fly. When we requested (politely at first) that the charge be waived as this wasn't a problem that we caused, we got a canned response from the non-English speaking customer service person, "that's at the discretion of the technician."

15 more minutes of this run-around, and we were all fed up. I finally spoke with someone who they said was a manager, though I have my doubts. She said that she has rules and they can't be broken. As a service team manager at an insurance company, I know rules can always be bent or broken. The fact that I am paying for a service from your company, and I am consistently not receiving that service, should make you want to make your customer happy.

We cancelled our DirecPath service last night and we'll be moving to comcast (who is probably just as bad, but is the only other option in our complex). I wish there was something more I could do to hurt this company-- they are truly the WORST and have consistently misled me, misrepresented their company, and breached their contract with me.


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