I have to say, I recently cancelled a Breezeline contract because we had to switch to fiber for higher upload speeds. The call went through almost immediately and was completed VERY quickly. All went smoothly.
This surprised me because a couple years ago I had done a similar swithover and had to be on hold for almost 2 hours and then had the salesperson work up a REQUIRED counteroffer that I had NO intention of taking. The process was finally completed and went through OK but it was a long drawn out ordeal.
So, even though I switched to fiber for performance reasons, I recently found their customer service MUCH more streamlined.
If you want to talk about a mess, the Fidium service access is ridiculous. They send you a passcode to your cell phone, sometimes MULTIPLE times during a call. You start with an AI to determine the purpose of your call. I give the likelihood of the AI being able to help you at 50/50 and I used the phrase "talk to a representative" repeatedly to finally get to a person. Then, I had a fix made to a downed system that lasted 15 minutes. I have had TWO of their routers fail within 6 months, which I find incredulous. They are friendly and helpful people but their AI interface and their equipment are marginal and frustrating. I love the network when it is up and running and am saving BIG BUCKS but they REALLY need to get reliable routers and an AI front end system that works better.
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