My home internet provider is FrontierNet, our local phone company. We have "high-speed" DSL. Sadly, Frontier is unable to deliver consistently reliable service. We decided to switch to Time Warner's "RoadRunner". There, our adventure begins.
Tuesday morning, I attempted to sign up through the Time Warner website. I went through the entire selection process - selecting my package (internet and phone) and entering all of my information. It took a while for me to enter all of the information, including information about my current phone company so that my number can be switched. I entered information about the location of my phone jacks, my cable hookups and my computer. Using their calendar, I scheduled my appointment. I was all set - I just had to pay.
My payment method of choice was my Discover card (we like their bonus program). Surprisingly, Discover was not an option - just Visa and MasterCard. Since we were scheduling automatic recurring payments from the credit card, this was not a trivial matter.
To resolve this issue, I opened an online chat session, asking the agent if I could use Discover. He said that I could. I asked how. After I waited a few minutes for him to research this, he came back and told me that I need to schedule my appointment by phone.
OK. Start over. I called Time Warner, expecting a 10 minute process - foolishly, as it turned out. When I was 37 minutes into my call, having given all of my information to the agent and endured several long waits, I asked the agent if we were close to having the process completed. He told me that since he had all of my information, he would finish the process and send me a confirming email. Eager to get off the phone and get on with my life, I agreed.
Later that evening, I had still not received the promised email. So, I opened up an on-line chat session. To do this, I entered my contact information, including my email address. At the onset, I asked to for a supervisor (having learned from my experiences). I checked the box to send me a transcript of the chat session. After spending another half hour in this chat (mostly waiting for the agent to "research" this), I was told that they could find no record of an appointment for me. They suggested that I contact my local office to schedule installation. I had to leave, so I asked him to send me information on who to contact by email.
Now, the next morning, I have not heard (and yes - I checked my spam email folder). I did not receive my chat session by email either. In spite of all of this, I plan to pursue this today (my Frontier service is REAL bad). Wish me luck.
Update: I called my "local" office this morning. It wasn't local - it was a call center, but a different one. I explained what happened, and spent another 32 minutes on the phone. When we were done, they found my confirmation number from the earlier appointment. They're supposed to be here tomorrow PM. Wish me luck.
Update: The installer showed up and installed the service. He did a great job, and the service is vastly superior. Last night, we watched a movie with no interruptions at all. Happy ending...