Woman battles with multiple providers for months, still cannot get internet service

WILMINGTON, NC (WWAY) — We all complain about our internet service sometimes, but one woman says she has been battling with two different service providers just to get service that works at all.

One woman says she’s between a rock and a hard place right now. She has been battling with Spectrum since Hurricane Florence.

After switching to AT&T and then back to Spectrum, Melissa Randall says she cannot seem to win.

“What do I have to do to get our internet to work? That’s just the most basic thing is for it to work and not cut out unexpectedly,” Randall said.

When you work from home, it could even cost you your job. Frustrated is an understatement for Randall.

“I don’t feel like there’s anyone that I can call or talk to at AT&T or Spectrum that’s actually going to listen to me, and is going to do anything about it,” she said.

After Florence, Randall had issues with her Spectrum service. She works from home, so good service is crucial.

She decided to switch to AT&T, but things only got worse.

“It was literally three months of them setting up appointments, coming out and saying it hadn’t been fixed and breaking appointments,” Randall said.

She says she was forced to work out of coffee shops for three months.

Randall says AT&T was never able to even set up her service. After six AT&T tech visits, she found out the problem.

“He said, ‘If you see that line hanging down, no matter what they tell you on the phone, do not let someone come out here and tell you it’s not fixed,'” she said.

Now, Randall has one Spectrum line running all the way into one neighbor’s yard, and a broken AT&T line in her other neighbor’s yard. After making call after call, Randall says she is desperate at this point.

“Where we stand now is that my line is still in backyard for Spectrum and supposedly they’re going to come bury it. And that AT&T keeps calling and saying it’s fixed, when it is absolutely not fixed,” Randall said.

She says Spectrum is supposed to come out Friday to bury the line. Randall also said she got a call Thursday morning from AT&T saying that line was fixed, but she says it’s not.

WWAY reached out to both companies.

Spectrum gave the following statement:

“We’ve been in touch with the customer and are working to place a permanent, aerial cable to her home and remove the temporary, and we apologize for the delay.”

AT&T did not respond.