I’m having a hell of a time with my current ISP (sitting at 18 days now without a connection) and I’m having to bite my tongue every time I’m talking to them (Remember The Human and all that)
Whilst the front line support are nice people and answer the phones quickly they are honestly pretty useless and they never really sound like they know what they’re talking about, also seemingly none of the departments seem particularly good about communicating what’s going on so it’s hard to get a straight and useful answer out of them.
Have you ever lost it with a rep? What happened? and did it ever help push things along?
Once I decided to end my contract with Virgin Media and they kept asking me why I was leaving, so I kept saying I didn’t want to explain, I’d just cancel (because I knew they’d do their best to talk me around) and it got to the point where I became firm, but I didn’t shout, though I wanted to.
Tangentially related: after I’d signed up to the Telephone Preference Service, I knew that the only people ringing me to sell stuff were doing so illegally, so if they persisted after I’d made that point, I used to just verbally abuse them. Right cathartic.
Similar story. The only way we could finally end it is if we paid 1 month at the high price (it was a promotional contract, 20-something quid for 100 mbps or so they claimed; it became 40+ after that).