When I worked in Complex Translations at AT&T, when making changes as a result of trouble ticket called in by a customer, occasionally the fix might create a new problem affecting numerous customers. We would immediately undo the fix to get everyone back to normal and THEN focus our attention on that original, single line trouble report.
For a service provider to simply ignore multiple complaints that THEY caused, is totally irresponsible.
Same here. I put in a ticket after both my mobile devices were deemed unauthorized and I was told that it was because I’m on a dynamic IP… Like I have been for the last 10 years with this company. All of a sudden, they have decided this is a threat for some reason I cannot fathom. There are many more mature ways to handle this…
On a good note, I will say that since I opened the ticket and they simply told me that it was because of my dynamic IP, I have not been denied call privileges. I don’t know if they did anything or not…but that is absolutely negligent to roll out a change like that and not notify customers.
Honestly, I think sometimes they have no idea what they are doing and they just keep pressing buttons until the problem goes away. When it finally starts working again and you ask what they changed, you either get no answer at all or you get the classic “we cannot disclose that due to security concerns.” It really feels like they poke around until the error stops and then close the ticket.
Still seems to be ongoing. It got better for a few days and then I started getting blocked calls again with the delayed authorize email. I unblocked 2 different sub accounts and they have been working for another day. Will see how long it lasts this time.
They did the same thing with the change to 911. Put on a $75 charge but not tell the customers. Support claimed they told everyone, but I never found out until I logged into my portal.
They act like it is not a big deal, but when the authorize email takes 15 minutes to show up, nobody wants to wait that long to make a call.
Same thing happened to me with the 911 change. Even after clicking the button, the warning would not go away. For almost two months I could not access two pages in my web panel because that message kept blocking them.