Customer ReviewsforBixby Telephone

Worst Customer Service Ever Called Monday to get a new router - was told it would be fixed within 24 hours Called Wednesday - was told it would be fixed within 24 hours Called Thursday - was told we were next in line Called the following Monday - was told we would be fixed by the following Thursday They called back and told me it would be 6-8 weeks to get a new router When I complained, they told me it would be over $300 to cancel my service. When I objected, the customer service person called me a "raspy voiced nitwit". His boss later told me my voice sounded like "nails on a chalkboard" They are hourly workers on a power trip because they think they can do whatever they want and call their customers names. Shameful customer service.

On June 6, 2022, Mr. ******** called the BTC Broadband Technical Support team to report internet connectivity issues due to a thunderstorm lightning strike and requested a router replacement. The BTC Support Team opened a ticket to perform standard troubleshooting procedures and advised Mr. ******** that a technician needed to go onsite to assess damage to wiring and other equipment and replace the router. At this time, the BTC Support Team did not confirm the onsite visit but assured Mr. ******** we would notify him once we secured a time slot.

On June 7, 2022. Mr. ******** called the BTC Customer Care team to request a status update. The BTC Customer care associate did not provide an ETA and assured the customer we were diligently working on dispatching a technician.

On June 8, 2022, the BTC Support Team called Mr. ******** to notify him that a tech was available to go onsite that day at around 11:00 am, but the attempt to contact the customer was unsuccessful, prompting the BTC team member to leave a voicemail instructing the customer to call back. When Mr. ******** called back about 10 minutes later, the technician had already moved on to the next ticket.

On June 9, 2022, Mr. ******** called asking for an update. The BTC Tech Support team advised him he was next in line for dispatch, and a team would call him beforehand to confirm the onsite visit.

On Friday, June 10, 2022, the BTC Tech Support team called Mr. ******** in the morning to inform him that a tech would be available to go onsite on this day. However, unforeseen staff illness caused the installation and repair schedule to change and the technicians on duty were busy taking care of no dial tone trouble tickets to satisfy regulatory requirements. The BTC Tech Support team called the customer to apologize for this unforeseen inconvenience and assured him we'd do our best to get a technician on site as soon as possible.

On Monday, June 13, Mr. ******** called at 11:10 am requesting a status update and expressed dissatisfaction with the time it was taking to restore service. The Tech Support Supervisor explained the unforeseen changes to the schedule due to staff illness resulting in the delay and offered to help the customer perform a self-install. Mr. ******** was in favor of that, so the Tech Support Manager set up a router for pickup to expedite service restoration. Mr. ******** never showed up.

Later that day, at around 5:30 pm, Mr. ******** commented on BTC Broadband social media platforms that BTC team members made disrespectful comments during a call. As a result, the BTC Marketing team asked the customer to provide additional information about the alleged comments. During this chat exchange, Mr. ******** mentioned the representatives made disrespectful comments, and one of the reps appeared to have a fake Australian accent.

On June 14, 2022, Mr. ******** reached out to BTC via social media asking to close his account. The Marketing team informed him that the Customer Operations Supervisor would give him a call later that day. When he spoke with the Customer Operations Supervisor, he stated that disrespectful comments were made when he received a call on June 13, 2022, at 5:21 pm from the BTC Broadband main phone line. The BTC Tech Support, and Customer Operations Supervisor reviewed the recorded interactions between Mr. ******** and BTC staff. The recordings did not provide any evidence of our staff making the alleged comments. The Customer Operations Supervisor informed Mr. ******** that we did not find any evidence of the alleged comments, and both concluded that it was likely a spoofed call. Mr. ******** canceled his service with BTC Broadband.