KS
Kevin S
Active since Mar 2024
2
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2 reviews26 months ago
No help leaving a hostage situation with a bad ISP.
I have an issue with my ISP, Fire Stream. They are refusing to cancel my line and because of this I am stuck and unable to move to a new provider. I have provided Metro Fiber with the confirmation email I received from Fire Stream stating the line will be cancelled. Which was for the 29th of Feb. I have informed them about my service being cut on the 29th of Feb and no longer having access to the internet. And I have let them know that Fire Stream has told the new ISP that they refuse to release my line. I need Metro to step in and cancel this connection so that I can move on. But I am getting very little help in this regard. I just get told that they can't do anything until my current ISP cancels from their side. Which wont happen because the ISP refuses. I am absolutely shocked that Metro Fiber will allow an ISP to hold a line hostage. I work from home and this has impacted my ability to do my work. I spoke to a consultant on the phone and was told there is a contract in place that prevents them from doing anything until the ISP gives them permission. Which means if the ISP wants, they can just never cancel the line and I will never be able to have a fiber connection in my home. The ISP is clearly being spiteful because I don't want to use their service anymore. Please Metro, help me.
56 replies
26 months ago
Petty and Spiteful.
I recently decided to cancel my connection with Fire Stream. The service has been terrible since I joined with them a couple years ago. The final problem that pushed me to cancel was having my money ******. They changed bank account details and did not inform me. So I paid and eventually had my account suspended due to an unpaid bill. They refused to allocate the funds in their second account to the new account and told me I had to contact my bank and ask the bank for a refund. Which I did, and unsurprisingly the refund was refused again. This happened at the end of the month when I had no cash, and they were unwilling to reactivate the account while I tried to sort out the refund. Which I never got. So I had to find extra money I didn't have to pay a bill a second time. The bills they sent after this situation still have the "wrong" banking details on it. So I am sure they are catching out plenty of their customers with this. When I cancelled I was told the line would be deactivated at the end of Feb. Because I had to wait out one full month with them. Which was almost two months I was stuck with them since I asked to cancel at the beginning of Jan. On the 28th I followed up to see if the line was still going to be deactivated. To no reply. On the 29th, they did cut my service. But never put in a cancellation request with Metro Fiber. I have sent over 20 emails to Fire Stream to figure out what is going on, and I have received 0 response from them. I eventually heard back from the ISP I want to change to, and they told me that Fire Stream has only set the cancellation date at the end of March. Effectively holding my line hostage for another full month. Where I will have 0 service to use and will not be allowed to activate a new provider. And that Fire Stream REFUSES to cancel it sooner. I am concerned for anybody who ends up with this ISP.
0 replies
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