I recently switched internet providers. My previous provider (A) had excellent customer care, I just couldn’t afford their prices anymore. I was offered a better price for faster speeds on fiber with another company (B). At first they seemed to have great customer care.
Until I needed help troubleshooting.
Both companies have an app for updates, billing, outages, etc.
Company A would provide notification that there would be techs in the area and that we may lose connection. They also provided an ETA for it to come back up, all through the app. If I called for tech support, they would stay in touch with me and provide a much smaller window for someone to come and assist.
Recently, I lost connection during a meeting. I tried to call Company B for tech support. They stated that they didn’t see anything wrong with my connection and couldn’t figure it out. They offered to send a technician to check on my lines. I let them know that I work from home and need someone asap. Even if I had to wait until morning. They promised the following morning appointment. I then received an email stating the tech would not be available until 3 days later. I called back to clarify the message and make sure the ticket was not to take that long. I later found out that there were techs at my driveway working on the lines for customers further down the road. No communication at all! They had been there all day. They even told me that they did not have to report to HQ that they had disconnected internet for our neighborhood.
I’m not sure the price outways the customer care anymore.