### Extremely disappointing customer service and technical support

My experience with Fibertime has been incredibly frustrating. This is supposed to be a customer-oriented business, yet the way customers are treated by some of the chat agents is completely unacceptable. The agents can be rude, dismissive and disrespectful, and instead of actually resolving queries, they often seem more interested in ending the conversation. I have had chats closed while I was **still trying to explain my problem**. That is not customer service.

There also appears to be **no real sense of urgency or clear SLA when dealing with technical issues**. When a ticket is supposedly created, you are not necessarily given a proper ticket or reference number that you can use to follow up. Instead, you are simply told, *“Our technical team will be in communication with you.”* What does that actually mean? A day? A week? A month? Based on my experience, it feels like you could be waiting three months before anyone gets back to you.

I am currently on the **5Yami plan**, yet I am experiencing a ridiculous connectivity issue. For some reason, my laptop requires me to switch my connection from my phone back to the laptop before it will actually connect properly. Meanwhile, the Fibertime website tells me that **five devices are connected successfully**. So I am left asking myself: *what in the actual ****ery is going on with this service?* If the system says my devices are connected, why am I having to troubleshoot basic connectivity issues myself?

The biggest problem is not even that technical problems happen — I understand that they can. The problem is the **lack of communication, accountability, urgency and professionalism when customers report those problems**. If something cannot be resolved immediately, give the customer a proper reference number, provide realistic timeframes, communicate progress and follow up. Don't simply close the chat and tell the customer that someone will eventually contact them.

Fibertime seriously needs to review how its customer service and technical support departments operate. You cannot market yourself as a customer-focused service provider while treating customers as though their problems are an inconvenience.

At this point, I am paying for a service that I expect to **work reliably**, and when it doesn't, I expect competent support that actually resolves the problem. **Better communication, proper ticket tracking, clear SLAs and basic respect for customers are not unreasonable expectations.**