Spent over an hour on the phone with Emp ID AC******* because my internet isn't working. It keeps cutting in and out. It's been going on for over a week so tonight I called to find out what was going on with it. This agent kept interrupting me when I would ask a question with, "ma'am, ma'm, you need to..." I was patient with the interruptions and would answer whatever she was asking. She checked the line to find that it was unstable and she was going to send over a stronger signal. I asked, "shouldn't the signal always be strong?" She got irritated with my question and I asked it again because I truly didn't understand that if the signal wasn't strong why would they now be sending a stronger one and would that stronger signal stay. From there she had me unplug the modem. While waiting for the green lights to appear she said, "so all of the lights are green now", and I said no. On the third attempt of once again unplugging the modem, she asked if the all the green lights were on. I said no. She then said, well you need to let me know when the the lights are green. Now I'm getting a bit irritated with her behavior. So I responded, "Yes, I was planning on doing that." Still I remained calm. Then she asked me if my WiFi was on my phone. I checked the setting and it was turned on. So she had me run a connection test through my phone and relayed the numbers over to her. She had me run it a couple of times because I'm assuming the numbers were very low. She then had me restart the modem and told me to put a pen in the hole to restart the modem.
She then had me go to my laptop and gave me a link to reconnect WiFi to my home. But it asks a series of questions in the process so I asked her which one do I want to choose? The first one says it is RECOMMENDED to use. She told me not to use that one and use the second option. I asked her why if the first one is recommended. She got further irritated with me and said, "then just select the recommended one." So I did and it then asked me another set of questions that related to resetting all of the devices at home. This snippy agent then said, "that's why I told you to choose the other one so you don't have to do all of this." I then said, "You could have told me that in the first place." Now I'm getting a bit more irritated with her condescending attitude and irritation with me.
She then asks me again if I was connected to the WiFi on my phone and at this point I was a little confused so I asked her, "How will I know if I'm connected to the WiFi when my phone will ping off a cell tower. She said I needed to check my settings in WiFi and see if I was connected to my Century Link account. I finally understood what she was saying and was trying to explain that I now understood and I went to check if I was connected. I was not. I know I had connected with my password in the past but I am not sure if it got disconnected from all of the unplugging of my modem. I have no idea. But I was about to explain this to her when she went off on me. Told me how she has spent the last HOUR on the phone with me trying to help me and I haven't had my WiFi on and how can she help me when I'm not doing my part. This is where I lost it with little miss attitude. I told her I'm sorry I was taking up her valuable time and spending an hour of her time trying to get my internet issues resolved. That I am not as techy as she is. She kept talking over me and raising her voice over my raised voice and saying, "yes, I was taking up her time." I then said, "okay, you have slapped my hand now can we just fix it?! Do you think I enjoy spending an hour on a Friday night talking to you trying to get this resolved?!" I then asked for her name and she disconnected the call.
Now I called back and you can guess I'm more than hot under the collar. Spoke with a supervisor named David who said he would escalate my call and that I should expect an email. An email? Oh no, you are mistaken. I expect to hear from the service manager of this agent and/or higher. Still hadn't had my issue resolved and had to spend another half hour on the phone with David who found that the line was unstable and that I need a service call. So - what the heck does it matter if I'm connected to the WiFi on my phone when he found the SAME problem she did in the beginning and clearly was still an issue.
This company has reps that treat their customers in a condescending and irritated manner when I am the customer who has an issue WITH THEIR SERVICES. I am not a tech and am not as tech savvy as many out there. And that shouldn't matter. I am a paying customer and to be treated in the manner that I was treated is beyond acceptable. What does it matter that I took up an hour of her time? She still is on the clock, isn't she? I will be calling the headquarters of this company to complain about the behavior and will be planning on discontinuing my service with this horrible company. I will make sure all my family and friends know about the way this company treats their customers.

Its alright