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Original Comment CBT installed Fioptics (Internet, TV and phone) at my home Friday September 16, 2016. When the installation tech left, everything was working properly. However, Saturday morning, my service for all three was nonexistent. Seeing a man at the connection box from which my service line originates, I opted to speak with him re my service. Exiting my front door, a second man just up the street was closing a service line box. I waited for him. Asking about my lack of service, he informed me they were conducting tests on the feeder line and all would be up and running shortly. I waited several hours with no return of service. I got into my car and searched the neighborhood for the workers to no avail. I called tech support, was unable to understand the individual with whom I was speaking asking multiple times to repeat his sentences. Very frustrating. Eventually, I asked to speak with another tech. The next tech informed me that her level could not deal with the problem. She would send it to the next level for evaluation. I should hear from someone within two hours. Did not happen. Sunday I contacted tech support again explaining my problem. The same story of contact in two hours was voiced. By this time I was livid at the lack of effort to reestablish my service. I called my sales rep telling him I was returning all equipment to the closest Bell store and cancelling my service. In no case was there a sense of urgency by anyone to address my problem. Late Sunday, I did receive a call from a supposed next level representative. I told her to forget it I was cancelling my service. My wife, however, convinced me to give CBT another opportunity to make repairs. I called the sales rep rescinding my cancellation. He advised me to call tech support again to get the non-service issue resolved. Again, it was to be submitted to the next level for action. Someone would call within two hours. That promise was hollow as no one called. Monday morning I called tech support again asking for assistance and insisted to speak with a supervisor. No supervisor picked up the supposed transferred call. I again called the sales rep for help only to experience more frustration at his lack of ability to resolve my problem. Monday I again called tech support insisting to speak with a supervisor immediately and getting a tech to come to my home and repair whatever. After an unseemly delay, the tech put me through to a supervisor but a repair tech was scheduled and would call me between 8 AM and noon. The supervisor stated that Fairfield was experiencing a substantial outage with no known time of resolution. I waited until 12:30 PM for the repair tech's call which had not been placed as initially promised. I again called the sales rep explaining no repair effort had been made leaving me no choice but to cancel service. After a heated discussion I stated his lack of effort was dismal. I would be taking the equipment to the CBT store cancelling the service. No too long afterward, the repair tech called saying he was twenty minutes away. Grudgingly, I decided to see what he could do, if anything. The repair tech verified all was properly installed in my house. He tested the service line to the house finding no signal. At the service line box, he confirmed that the connection was complete but no signal. He went to a "hub" and returned finding that whomever had been testing the lines on Saturday had disconnected several connections. That is why I did not have service. How simple!!! Yet no one was empathetic or had a sense of urgency to do something Saturday or Sunday. Disgusting lack of customer service. It is no wonder that doing business with an American company is disappointing. Lousy, actually. Now, back to the supervisor who concocted the Fairfield outage excuse. What a crock! Honesty never presented itself until the repair tech arrived tracing the problem to its source. If nothing, the Saturday `testing crew should be disciplined for their lack of attention to detail. The supervisor should be fired. Matt, the installer, and Nick, the repair tech, performed their work outstandingly. By the way, when I agreed to installation of Fioptics, I was to allow five and one-half hours for the work. I was given a four hour window for the repair tech to call me. Nick explained that he did an install first before coming to my house. Thanks to whomever sets priorities for work assignments. Further, why was I told to expect a call from the repair tech between 8 AM and noon when installation takes roughly five and one-half hours? It was going on 2 PM when Nick arrived. Way beyond the promised time. I still have my service with Time Warner for Internet and Dish Network for TV available until the end of the month. Any further incidences with Fioptics and I revert to their services. Surely CBT can do better!!!!

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