They wish, it would greatly improve their service levels. There are plenty of monkeys out there that know more about how telephone service works than the people they have who eventually answer the phone. Sure their service is slightly less expensive, but I have had nothing but problems with them. Apparently they have no technicians and they must outsource their telephone support to the lowest bidder.
I switched to CavTel in January. When they finally got the number switched over, my phone stopped ringing in my house. So after 6 days without a phone finally it miraculously started ringing here. Hurray! Too good to be true, because on Tuesday people calling my number were greeted with the wonderful message that “This number has been disconnected.” And I have no dial tone. SO, we try calling CavTel support. For three days. Still no service. They claim they never got the number back from Verizon, it’s verizon’s fault the did something at the CO.
I got news for you, I DON’T CARE whose fault it is! I just want to pick up my phone and be able to call people. And I somewhat want people to be able to call me. So if you are an upstart company in an industry dominated by monopolies, it may be worthwhile to spend just a little bit of time either training your customer service people about the telephone industry, or maybe hiring qualified people. I never talked to anyone at CavTel but the customer service people and the exuded incompetence, that is the way I feel about the company, and that will never change.
We canceled service, demanded a full refund and the cost to transfer back to Verizon. Of course now we cannot keep our number if we want service restored in any amount of time, because that takes 10 working days for verizon to do the paperwork to get the number back from Cavalier even though they claim they never got it from Verizon. So I will be getting a new phone number in a couple of days. If you need to call me try in a few days, or write me a letter or something.
I did have the experience of actually speaking to the Customer Care Reps at Cavtel & they mostly sucked. The only person who was able to “help” me was Shana, when I finally told her I was cancelling my service. I still have to call back in 5-7 days to get their billing dept to send me a check for all of the money that they owe me but Shana was atleast able to tell me that it was CavTel’s fault & not Verizon’s. By the way, this was after sitting on hold for 2 hours on Thursday & an hour on Friday, without really talking to anyone who could help me. I was able to chat with individuals on the cavtel website for support but they did nothing to correct my problem. CAVTEL SUCKS!!!!!! But I guess that’s how the saying goes “You get what you pay for.” I can see where Cavtel saves money in order to keep the cost to the customer lower.
Monkeys can actually do things, my experience with Cavtel’s customer service and repair people shows them to be more like monkey excrement. It just lays there and stinks. I tried having DSL added to my phone line. After 3 weeks of waiting since placing my order, they finally shipped the modem and installation wasn’t bad. They didn’t tell me I would be without dial tone for a whole day while they switched the line to digital. Then upon testing the DSL speed, I get less than 300K !. I had ~1.4M with Verizon, and ~3M with Comcast cable. This really blows! So, I called Cavtel to complain, they tell me that there is nothing that they can do to speed up the DSL, so I cancel the stinky service. They not only took away the DSL, but again the dial tone is gone (now for 3 days-and nobody there knows why?). I have been on hold with different departments for a grand total of about 6 hours to date. Their customer service people must be trained to just lie, or transfer you to another department when they don’t know the answer. I have been promised solutions, told that my account was cancelled, told that it must be wiring problems in my house, and just hung up on without warning. You are really taking a risk dealing with this company.
Yeah they suck. I didnt’ even try the DSL. The good news is someone there must understand something, eventually after they threatened to send me to collection and Michelle had to get on a call with them again and tell them how worthless they are, I did recieve a check in the mail for all the money I had paid them. The bad news is I did lose my phone number.
But they will never be better than any other telco I have dealt with, the people they have answering the phones are low paid, under-trained, non-professionals. The cry from them would be but people who are really good at taking the calls don’t want to do it and turnover is too high to have highly trained people doing it. All I can say to that is I’m glad it’s not my problem, so I won’t accept you making it mine. Go rot with ATX and all the other jokes who keep trying to move in on the home telco market.
Switching to Cavtel was the worst mistake ever. I do not know what is worse, speaking with them or not being able to get through. USELESS, USELESS, USELESS. Take all of the problems that the others reported and combine them and you have what I have gone through.
It’s Very True It Was My Worst Move as Well Their Reps Suck! They Hang Up Their Supers are No Better I Just Discnnected! Now I’m Without Service Verison Is Not Any Good Either!.
I am glad that i quit working for that Co. It actually used to be not so bad. Now that company is becoming more of a joke. Yes with just about ANY company customer service is under trained and over abused, but it has become a major issue. The sad fact is that there were many good employees at Cavtel, the only problem is that they have their hands tied behind their back or have been laid off. In saving money they laid off most of their business customer service and parts of residential customer care to send it down to Florida where the wages, education, and I swear at times, common sense are much lower than its main office. Also when the switch happened, they didn’t start training the people in FL in prep of the switch. They just cold switched and it was sink or swim baby with real customer accounts. What is that crap. Poor management is what that is.
Also on the subject of poor management. The owner of cavtel made a deal so he could purchase a company called Talk America based out of Michigan. In the deal the owner of Cavtel would step aside and let the owner of TA run Cavtel. So wait a minute, TA went to crap because its owner was running TA into the ground with poor management and that was affecting profit and the ability to maintain it’s equipment. So Cavtel allows it sellf to be led by same said person just to grab the new customer base and it picks up new, old equipment that runs at lower standards and is not able to meet the standards of Cavtels equip. Now all of the techs have to learn new, crappy equipment that is in a region dominated by ATT. ATT does weird stuff to the people in that state, constantly screwing with the lines and putting people out of service no matter who they pay their bill to. It really feels like sabotage on Cavtel and the customer is the one in the middle.
ALso one other point I would like to bring up in some defense of the company. When people tell about their horror stories of it taking forever for service to be turned on, that is 4 out of 5 times the fault of Verizon or ATT depending on where you live. People do not relize that ATT or Verizon are the owners of all the copper lines that run through out their neighborhood. Not Cavtel, or Vonage, or WOW, or whatever other Telco is offering it self in the region. the only way to escape VZ or ATT is to use a cable company. Which is usually Comcast. Which is costly and sucks. So when people complain about it taking 3 weeks for DSL to be hooked up and the tech doesn’t show that is ATT or VZ. If you sign up for VZ dsl it takes, lo and behold 3 weeks with possible missed commitments. how do i know i have VZ DSL. Also when Cavtel sends ATT or VZ out on a DSL service call. they often report back” dial tone good to customer”, that is not what is the problem is. Continuity and digital signals are. I personlly would not be surprised if VZ tells it techs that Cavtel customers are not worth the effort because the more angry they are the more likely that they will pay more to have VZ or ATT back. this is one of the reasons tjhat call times are terrible at Cavtel. This is just part of the insight of being behind the wall. Peace Out.
PS. why is it that a lot of the complaints against Cavtel in other forums are people that have 20 modems, the money to keep bouncing between companies with all the reconnect fees / have 2 HSI connections, or can’t spell worth a crap out of the philly ghetto. Makes me wonder where the average Joe is.
I have had CavTel since 2002 and everything was fine you used to be able to call the tech department and get something fixed or added in a few moments. Well, I lost phone service and DSL on Wednesday, when I got home and called I was put on hold for 43 minutes, then when I finally got someone they had no idea as to what was wrong. Now I have had Phonom serive for 4 yrs and only had one failure and it was corrected quickly. Now after many calls waits I find that they no longer support the service. two days had gone byand now I find that I can switch to their C2 service or just a standard line. Well about 2 months ago FIOS was installed in my area so I have switched back to Verizon for 69.95/month and it will be installed in by Wednesday which is when I could have returned to standard copper service for 66/month Oh and by the way Google mail Sucks!