The main issue seems to be that their support staff are saying they will call back, when they simply won't. From a customer journey/CRM perspective this is poor, and would be easily solvable. Either stop saying to customers they'll call them back or ensure that all callbacks are completed by close down of service every day.

A very simple and inexpensive attention to detail measure.

Hi
I a really sorry to hear of the issue you have had, however this is not my experience in an almost identical situation.
With my situation the customer support called me back, albeit with bad news, that he could not resolve the issue but would continue till the end of his shift and pick up the next day. the internet came on after a couple of hours and I forgot about it. while I was at work the next day the same agent called me back to say he was back on shift and believed everything was sorted but called me back to ask if I was happy and he could close ticket, I was really impressed!
K

I wonder... I don't suppose the person who handled the incident was Brian?

I can't over-stress how good he was!

In reply to a post by thedavecollins:

I can't over-stress how good he was!

When you have been deprived of food even a stale piece of bread will seem good

In reply to a post by PCJM40:

In reply to a post by thedavecollins:

When you have been deprived of food even a stale piece of bread will seem good

That is fantastic! And true! 😁