This is an open letter to MegaPath.
April 19, 2012
For several years I was a Speakeasy DSL customer. During that time I received consistently excellent service. The standard made it worth paying over twice as much as I would have paid with the phone company or my cable provider for a largely similar service.
About a year ago MegaPath purchased Speakeasy, and at about the same time I took advantage of your offer to increase the speed of my connection for an additional cost (without any idea of just how terrible a company you are). Doing so required new contracts, and some new wiring. Within days of the installation, the service stopped working, and for several months hour long phone calls, multiple hours spent waiting on hold, being blamed for issues that were discovered to be on your side, a consistent failure on the part of your business to return calls as you promised, and an inablity to provide DSL service, were the norm. Although there were occcasional helpful people at your company, most of them ended up dropping the ball, and very few of the promises you made were carried out.
Ironically, you finally determined that were only able to offer me a 1.5 connection, as opposed to the 3.0 connection that I understood you promised me, making the change of no value at all (I had started with 1.5). This is something that I reviewed when the sale was made to be sure that the connection speed was possible, and was told that it would not be an issue.
The level of service provided to me by MegaPath was so abysmal that it made the major consumer providers look good by comparison. Doing business with your company represented, without question, the worst experience I have ever had with a cable, telephone, or other communications company, and that really does say a great deal given their standards.
Over the last year, reasonable speeds at moderate costs have become available in my neighborhood (fast enough to actually watch video, which MegaPath can't offer me for less than about $300 a month, as I understand the situation), and I have tried to cancel my service with you three times, all without any success. The first time I sent emails to two general mailboxes, and two specific people's email addresses at your company, without a single reply or any action being taken. The second time I called your company, and was told that I had to do it online. The third time, I attempted it online as you requested during my phone call, and yet was charged by MegaPath today for another month of your very poor service. My email to you about it bounced back. I'm tired of calling you, only to speak with people unable or unwilling to actually assist me in righting the situation.
I now notifying you a fourth time, and perhaps you will pay attention this time. I no longer wish to pay for your services, and want my service terminated 30 days from when you were fist notified on April 8, 2012. I do not believe that I owe you any money in addition to those thirty days of service.
Candidly, I'd like others to know what it means to do business with MegaPath, and for that reason am posting this letter to you on my website. Nobody should have to have to accept the level of service that I have received from your company, especially at such premium rates. This letter will remain on my website, but I will update it when my service is finally terminated. You may consider this a review of your service.
Perhaps the knowledge that a client of many years was so upset that he went to the trouble to take this action will prompt you to take a look at your customer service issues, but I sincerly doubt that will be the case.
Mark Robert Halper
(All information in the letter should be considered my opinion and my interpretation of my experiences.)