Support Staff Gaslighting
I pay $90 per month for your 300Mbps service. Mind you, it's never actually that fast. Or anywhere close to that fast.
Imagine my displeasure when today I am receiving less than 5mbps down while still getting 30mbps up. And then imagine my displeasure when the first reaction from your support reps is to gaslight me into "diagnosing problems with my equipment". Just admit when you have service degredation on your end.
1. Pinging my router doesn't measure bandwidth, it measures latency.
2. I'm running speed tests directly from my router, so what does the wireless have to do with anything?
3. My Docsis 3.1 modem and WRT3200ACM work just fine. The router isn't under high load and there is literally less than 100kbps of sustained bandwidth utilization when I'm not running these speed tests.
4. Don't disconnect me from your chat session and then have a ridiculous wait time on the phone.
I know we just had a slew of bad storms and that is likely impacting service, but when you charge customers a premium for a service they don't usually get half of (300mbps -> 150mbps realized) then you better be sure you are offering a PREMIUM service at ALL times. And for the love of god you shouldn't treat your customers like they don't know what they are talking about. The right thing to do would be to 1. Admit there is a service degradation (surely you have monitoring in place on your network infrastructure) 2. Issue a credit and 3. Apologize.
You're lucky you have a near monopoly in my market.