The process went: - You can't move it over - You have to cancel and sign up again - You have to send back the equipment and get it sent back to you - Your new account details can't be the same as the old one - Your old plan is gone, the new plan is worse - We're sorry for the inconvenience!!!!
I love Google Fiber but they are the worst at this.
A good friend worked for the hotline of the major internet provider in my city and once told me they were not allowed to help customers with any issue until they started yelling.
I feel so bad for the customer service rep. The companies keep their hands tied with this crap
Man... I had an eerily similar situation. Eventually I got on the line with a "customer retention" person who moved my existing account in seconds and said I should have called them from the start.
Yeah, this is a problem frequently caused by tier 1/customer care reps not having access to the right tools, but in that event there also needs to be training and protocols for escalating requests that they *should* know they can't handle.
Unfortunately for offshore support teams, asking for help from a manager might be considered a performance issue, and turnover is typically high, so there are a lot of interactions like this where an issue that should take 5-10 minutes (phone/chat) will instead take an hour or more.
Someone needs to run for president with “broadband as a public utility” as a platform plank. They’d get all of the votes in the country. Babies would vote for them.