Internet Security Suite / BellSouth

BellSouth.net Internet Security Suite / DSL Service

Jacksonville, Florida

For nearly a week my "Internet Security Suite" for my BellSouth DSL Internet Service has not worked at all. I purchase their "best" system package that including their fastest connection speed, virus protection, firewall, and anti-spyware package for up to 4 computers on a home network. I have had this service for over a year. Suddenly it stopped working about 5 days ago.

I have attempted to call customer support several times after the Web-based help was useless and kept disconnecting me from the chat program for no apparent reason. I sought help from BellSouth for the first time two days ago (Thursday, December 28, 2007) after not being able to repair the situation myself. After waiting a lengthy period I was cutoff. I called back and was on hold for about 15 minutes only to be cutoff again. I called back, explained the issue, and the technical person told me that the "Billing Department" would have to reset my account. I knew this was not true because I am an Information Technology professional myself. I asked to speak to a manager. After another 15 minute wait, a manager came on the line. After a lengthy discussion and about 30 minutes later, he sent me an "Activation Link" within an email and told me to use it. I "Clicked" on the link in the email and it took me to a BellSouth Website; after a few seconds, a message appeared saying, "Subscription to services successful". The manager then told me to try to activate my security features. All the security features worked, and I thought the problem was fixed. The manager told me to use the same email link if the problem occurred again on that computer.

Late last night (Friday, December 29, 2007), my son noticed that the security services of BellSouth were not working again on his computer. Initially we thought this was just on his system, but we discovered today (Saturday, December 30, 2007) that the Bellsouth security features were not working on any of the four (4) computers on our home network. Our network is a BellSouth wireless network with some computers using wireless signals and one computer using Ethernet direct wire connections from the wireless HUB.

I spent over 2 hours on the phone again today (Saturday) attempting to get a resolution. Three times I was cutoff again; each time the technical person said he or she would call me back (Their names are below). No one ever called me back. I called back and asked how could I file a complaint. Dominique (female) answered the phone, but could not tell me how to file a complaint; she finally gave me the same number I had called (888-321-2375, option 4), but said that I would have to wait until Tuesday because they were not open on weekends and holidays.

I finally demanded to speak to a manager; after waiting over 30 minutes more (now nearly 3 hours total today alone), the manager, Javari, came on the line. I simply told him that I was no longer spending any more time on the phone and that his technical people could call me once they were sure how to resolve the issue. I also told him that if the issue was not resolved by Tuesday, that I would take legal action against BellSouth to recover damages and lost time. I ended the call. Javari, the manager, calls me back; suddenly they know how to call me back now, but they could not before when they were cutting me off. Javari tells me, "Since you have stated that you will take legal action, we will not be able to help you any further." He was wrong; they had not helped me at all anyway!!! I corrected him and restated what I said, which was "if you do not fix the issue by Tuesday, I will seek legal action!" I demanded that they fix the issue immediately, and ended the call. At least twice they had been given all the necessary information to correct the problem; one of the technicians even stated that the information was already in my file. However, BellSouth technicians did not call me back, because Javari made no attempt to help any further. These are the names of the other technicians that kept cutting me off while I was simply waiting on hold:

Ginn (Female)

Edward (another manager, who also cut me off before even saying anything)

Dominique

There were at least two others whose names I did not get because I was cutoff before I could say or do anything. Unfortunately, I did not get the name of the manager that actually corrected the issue on Thursday.

BellSouth has a phone service monopoly in the Southeastern United States, and the federal government has foolishly allowed BellSouth to become a part of AT&T again (of the "Ma Bell" nationwide monopoly of the 50's, 60's, and 70's). They believe that they can treat customers however they please and get away with it; this is very obvious by their treatment of customers by their "Customer Service" department. Their employees are poorly trained and do not know their own products nor the technical aspects of how to resolve issues. There is no complaint resolution process provided to customers. If you complain, they only treat you worse.

Too many of our government officials of the State of Florida are weak and useless when it comes to consumer protection because they are being lobbied (and probably paid) to ignore issues. When I lived in Houston, Texas, consumer protection was taken much more seriously by government officials. This needs to be investigated by the federal government agencies that have oversight of communication monopolies or oligopolies. I have noticed numerous other complaints against BellSouth on this site.

I will also file a complaint myself against BellSouth with the FCC and other regulatory agencies. The Clark Howard Radio program will be notified of this issue, and every other civic action that I can legally do will be taken against BellSouth until they compensate me for lost time and refund to me all payments for this lack of service. I will discontinue use of their service immediately on Tuesday. I will seek a class action litigation next week. There will be something done about this as long as I am in the State of Florida.

Calvin G. Payne

Jacksonville, Florida