Misleading signup, no internet after 3 weeks, cancellation process appears designed to trap customers
Signed up 3 weeks ago. Still no internet. Two support tickets, two phone calls, zero resolution. The signup flow shows an "installation date" with a 9am–6pm window. This is not actually your installation date, it's the date they'll email you to begin scheduling. This is not made clear at signup. When my "installation date" passed with no contact, I called and asked to cancel before the process started. Told I might still be liable for early termination per their terms, that the request would be escalated, and I'd hear back in 1–2 business days. No response for a week. Friday: got a call. The agent opened by saying she was calling about my termination request, verified my identity, then immediately pivoted to scheduling installation and informed me I was now liable for early termination fees because the process had begun. The customer portal has no meaningful self-service — only ticket submission with no reliable response times. Read the early termination terms carefully before signing. They appear to apply even when no service has been delivered.