My complaint:
Hello. As a victim of KCOM, I want to share the issue of the internet connection, or more precisely, the problem that has not been resolved. In July 2023, I signed a 24-month contract with KCOM, an internet service provider, to get internet at my home. However, as I will be moving to another house in October 2023, when I inquired about the process of relocation, they said, Just let us know a week before, and we will transfer your internet on the day of your move. Nevertheless, when I notified them on November 1, 2023, they claimed that the earliest they could arrange the transfer would be November 17. Anticipating the inconvenience this would cause for my work-from-home situation, I requested an earlier date and was given an appointment for November 4. Unfortunately, nobody showed up on that day. When I called, they explained that due to some internal issues, they couldn’t make it, but assured me they would come on November 17. Throughout this process, I had to continue my work from the office, which is quite distant from where I live. On November 17, the team finally arrived to establish the connection at my new place. However, they encountered a problem when trying to lay fiber cables to the connection point in the street, stating it was a problem beyond their control. They left, assuring me they would inform KCOM and that it would be resolved within a week. After waiting for a week, I continued calling KCOM. After hours of trying, they scheduled another appointment for December 5 (today). Unfortunately, once again, no one came. When I contacted customer service, they did not provide any information about today’s appointment. They acknowledged my frustration and attempted to persuade me like a psychologist without offering a new appointment date. Apparently, they are planning to request a defense from the team who installed the connection to understand why the process has not been completed. Meanwhile, they continue to send me invoices for the past two months, insisting that I continue payments to avoid a negative impact on my credit score. This has been the last straw after numerous customer service issues I have faced during my two years in this country. Unfortunately, I have come to understand the bitter truth when it comes to service experiences, as if I had moved to a less developed banana republic instead of England. I hope someone responsible and knowledgeable steps forward to resolve my issue.
Suggested solution:
Noting happended yet
