Bellsouth.net Internet provider of DSL

Company Name:

Bellsouth.net (DSL provider)

Company Address:

FL

Country:

United States

Company Phone

888 3212375

My complaint is that Bellsouth does not care about their customers and lie in their advertisements (availability of DSL and 24-7 technical support) see below where I spent hours trying to find out why my DSL wouldn’t work on the date I was given to hooked it up. To fix this and find out what the problem was should have been a simple phone call to someone but instead I had to play the website game of bad layouts and sites that wouldn’t connect. Later when I did get through I had a guy that knew nothing more than I did (from India I believe) but read from a script given to him with answers that were not current and had the ability at any time to just cut the hookup without answering my questions. I truly believe that most companies that use web sites for customer assistance make it so hard to deal with them that people give up, and when you do get someone to speak with someone they only know text book responses and have limited knowledge and no authority or ability to get something fixed. Why does Bellsouth waist their customers time? If you have time read below a more detailed version of what I went through and am still going through.

This all started over their DSL advertisements and the fact that they say it is available in my area. (Enter your phone number on their website and it says DSL is available) I ordered DSL on 3-29-2006 they said I should have it in a few days. Two days later they called and said it is not available in my area but will be on 4-12-06 after 6pm. I called them back at the number they left and told them that it is in my area (two of my neighbors have it!) They said that a workman had to fix a technical issue but it would be done by 4-12-06.

On or about the 10th I received another call from them saying the date new self install date was now changed to 4/27/06 after 6pm.

On 4-29 06 at about 5:00pm I tried to hook up the modem they sent me and came up with an error message and the software (and the instruction book) said I had to call a technician at 888 321-2375. I received a message that they were closed and their hours were Monday-Friday 8am-8pm. I tried several times and went through all the other options thinking that I had done something wrong, they were clearly closed. I called again on Sunday after the help Bellsouth website (Hatal) said they were open 24-7 and again the same thing they were closed.

I finally called today 5-1-06 at about 9:30 am and spoke with someone who finally said that I have no service because they never fixed what was wrong by the 27th like they said. When I asked him about no one being available like their advertising says He said that technical assistance is available 24-7 at the 888 number. He also said someone should have contacted me to let me know that the date for my service was changed a third time to after May 12th.

After all this I was told that my new date of self install is now May the 23rd because engineering couldn’t build the ports that are need to hook me up but the 23rd is my new date for self install.

Here is the email letter they sent me on 5/2/06 confirming the date of the 23rd.

RE: Self Install Delay for DSL Telephone Number (my phone number was here)

Dear (my name was here):

Thank you for ordering BellSouth