Dear god almighty this is EXACTLY the problem I was having with Comcast/Time Warner back a few years ago!
The whole "it HAS to be the modem, let us replace it!" "NO NO NO NO NO!!! We already DID that 5 times! GET A GODDAMN LINE TECH OUT HERE!!" merry-go-round finally stopped when I outright called them on their bullshit and started the process to cancel my account. THEN and ONLY THEN did they bump me to what I call "Executive Tech support" which is when they assign a specific individual case worker to you from corporate who actually has the authority to force the subcontractors to get off their lazy asses and get out to the house and fix the bloody wire.
My recommendation Bob? Don't give them another chance to put you on that merry-go-round again. Just call them up and start the process to cancel your account NOW and explain that it is specifically because of piss-poor service that you are doing so and that you'll be warning other friends and family not to use them.
You'll be AMAZED at how fast they suck up to you and actually try to fix the problem then. But you have to hold that sword to their throat the whole way. Never let them think that you are in any way mollified or satisfied with their new-found dedication to pleasing you. Always keep the threat alive that you are -this close- to canceling, even if it may not be true.
The whole "it HAS to be the modem, let us replace it!" "NO NO NO NO NO!!! We already DID that 5 times! GET A GODDAMN LINE TECH OUT HERE!!" merry-go-round finally stopped when I outright called them on their bullshit and started the process to cancel my account. THEN and ONLY THEN did they bump me to what I call "Executive Tech support" which is when they assign a specific individual case worker to you from corporate who actually has the authority to force the subcontractors to get off their lazy asses and get out to the house and fix the bloody wire.
My recommendation Bob? Don't give them another chance to put you on that merry-go-round again. Just call them up and start the process to cancel your account NOW and explain that it is specifically because of piss-poor service that you are doing so and that you'll be warning other friends and family not to use them.
You'll be AMAZED at how fast they suck up to you and actually try to fix the problem then. But you have to hold that sword to their throat the whole way. Never let them think that you are in any way mollified or satisfied with their new-found dedication to pleasing you. Always keep the threat alive that you are -this close- to canceling, even if it may not be true.