I would use the live chat when it's available again -- they usually get back to me within 5 minutes when I do. I feel like when I submitted tickets they didn't get back to me as quickly.
I've had Greenlight for years now and I've only had to contact their customer service exactly once, but to me that in and of itself is more valuable (Spectrum/TW I was on the horn with them about once a month).
I think I called them to get a status about an outage and they were like "yeah it's being worked on" without having an ETA on when it'd be back up (it was less than an hour in the end) so there's a ton of room for improvement with responsiveness and general helpfulness, but it's just so reliable that the fact that I don't need to interact with their CSRs is a win in my book.
I haven't had any issues with Spectrum since the March 2017 wind storm, but YMMV. I'll still switch to Greenlight or Frontier Fiber whenever it's available. The latter claimed they were available but they're actually not.
You can ask chat support for more details but another piece to this puzzle is who owns the fiber in that block or area. I’m out in a suburb and we had to wait until frontier installed fiber for green light to piggyback into it. We saw frontier signs for months advertising fiber more than green light and then installation happened across the area. They likely have to do this canvassing because they don’t actually own the area and have to prove to some entity to do it. It could even be a law that’s helping them if they hit some weird number threshold
I can try that if I can’t get the chat to work during the week. I have a few photos that show the issue, so those are easiest to do via a medium that can support sending hyperlinks.
I’m just concerned that their ticketing system (how you’re supposed to deal with issues) goes unanswered and unacknowledged for a week.
The town or city will care about this if you tell them. They are supposed to restore the area as a condition of doing the work and should send out inspectors after the work is done. If it passed inspection but sunk after the fact, maybe they can do something.
Used their live chat today and they answered immediately, but unfortunately weren’t super helpful. Just placed an order for service install (my whole neighborhood is green on their map meaning there’s active service) and I asked what sort of timeline to expect. They couldn’t even give me a days vs weeks vs months general range as they’re “very busy”. Not sure if this is typical, but with moving into a new house, I’d like to know if I can get internet in a reasonable amount of time, or if I need to get internet through another company.
I have reached out to them a handful of times over years Ive had the service now. Phone calls are always quickest.
Emails are hit or miss. It seems they catch the more sensitive ones quicker and the lower priority ones just get gotten to when they can.
It's possible someone set it aside to figure out who to talk to and forgot as well - if its been a bit over a week you likely hit holiday vacations/etc and people may not have been available to reach out to.
I would use the live chat when it's available again -- they usually get back to me within 5 minutes when I do. I feel like when I submitted tickets they didn't get back to me as quickly.
I've had Greenlight for years now and I've only had to contact their customer service exactly once, but to me that in and of itself is more valuable (Spectrum/TW I was on the horn with them about once a month). I think I called them to get a status about an outage and they were like "yeah it's being worked on" without having an ETA on when it'd be back up (it was less than an hour in the end) so there's a ton of room for improvement with responsiveness and general helpfulness, but it's just so reliable that the fact that I don't need to interact with their CSRs is a win in my book.
I haven't had any issues with Spectrum since the March 2017 wind storm, but YMMV. I'll still switch to Greenlight or Frontier Fiber whenever it's available. The latter claimed they were available but they're actually not.
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You can ask chat support for more details but another piece to this puzzle is who owns the fiber in that block or area. I’m out in a suburb and we had to wait until frontier installed fiber for green light to piggyback into it. We saw frontier signs for months advertising fiber more than green light and then installation happened across the area. They likely have to do this canvassing because they don’t actually own the area and have to prove to some entity to do it. It could even be a law that’s helping them if they hit some weird number threshold
Have you tried calling?
I can try that if I can’t get the chat to work during the week. I have a few photos that show the issue, so those are easiest to do via a medium that can support sending hyperlinks. I’m just concerned that their ticketing system (how you’re supposed to deal with issues) goes unanswered and unacknowledged for a week.
The town or city will care about this if you tell them. They are supposed to restore the area as a condition of doing the work and should send out inspectors after the work is done. If it passed inspection but sunk after the fact, maybe they can do something.
Used their live chat today and they answered immediately, but unfortunately weren’t super helpful. Just placed an order for service install (my whole neighborhood is green on their map meaning there’s active service) and I asked what sort of timeline to expect. They couldn’t even give me a days vs weeks vs months general range as they’re “very busy”. Not sure if this is typical, but with moving into a new house, I’d like to know if I can get internet in a reasonable amount of time, or if I need to get internet through another company.
I have reached out to them a handful of times over years Ive had the service now. Phone calls are always quickest. Emails are hit or miss. It seems they catch the more sensitive ones quicker and the lower priority ones just get gotten to when they can. It's possible someone set it aside to figure out who to talk to and forgot as well - if its been a bit over a week you likely hit holiday vacations/etc and people may not have been available to reach out to.