30-day free pass access Not Loaded

I registered on their website and paid an activation fee for a prepaid service around last month. That time I still held an account with MetroFibre. The first time one of their install agents came through, he saw that I still had an account with MetroFibre. He said he can't do the install until my service with MetroFibre is terminated, told me to get to it and call him when the service is terminated. I then terminated my service with MetroFibre who scheduled the said termination for end of January. On Thursday the 5th of Feb, MetroConnect sent their agent to come and do the installation. But there was no connection. I notified their office; they then sent me a document on Feb 8th (Sunday). On Tuesday (Feb 10th) I managed to complete the activation but couldn't confirm if it went through because the free 30-day network access was not loaded. On Wednesday I managed to load a one-day access just to test if the connection was activated. I tested it and it was indeed activated. I then notified them that I managed to complete the activation, but they need to load my 30-day free pass as per their package activation agreement. The are not responding, I'm being ignored.

This whole process should have taken a day, on the installation day. They don't communicate, to tell you what's next, they don't have a process to tell customers what they need to do after installation to actually be able to connect. If the expectation is that customers have to self-activate, they should tell them in advance before the installation is done. This way the customer can do it immediately after installation. The 30-day free pass should be activated as soon as the activation is completed, that way the customer can test the connection and be online immediately.

This whole process included me having to initiate communication to say the device is installed but I can't connect. They don't even bother to respond; I have to keep asking them to respond to my emails.

I still don't have my 30-day free pass, no response from MetroConnect. The admin service is just ridiculous; they don't respect their customers. If you are selling a service, you need to have a process in place to have it activated and not wait for customers to keep running after you.

Irate Customer