Zodi N

Two months of unresolved internet issues. Poor upload speed and dismissive support.

I have been dealing with the same unresolved internet issue for almost two months, and the experience with support has been extremely disappointing. The core problem is very simple: my upload speed is extremely poor, which is making the connection unstable and unreliable. While the download speed sometimes appears acceptable on a speed test, the connection clearly does not function normally in real use. Because of this, basic things like streaming on our TV often does not work, and if more than two people are using the Wi-Fi at the same time, we are suddenly told that we are “maxing out” the connection. This makes absolutely no sense considering that before these last two months, our household could easily have multiple devices connected, someone watching YouTube, someone scrolling on TikTok, and the TV streaming, without any issues at all. What has made this situation even more frustrating is the conflicting and inaccurate information from some support agents. I have now had two different agents tell me that upload speed is “not necessary” and even ask me why I would need good upload speed. That statement is simply incorrect. Upload speed plays a role in maintaining a stable connection, streaming services, video calls, sending data, cloud services, and normal multi-device household usage. Dismissing the problem because the download speed looks fine does not solve the issue. To be clear, not every agent I spoke to was unhelpful, but there are a few interactions that were extremely frustrating and dismissive. Being told that upload speed “doesn’t matter” when the connection clearly isn’t working properly feels like the problem is being brushed aside instead of properly investigated. I have also been told multiple times that the issue has been escalated, that the line would be refreshed, that firmware would be updated, or that someone would contact me. Yet the problem continues. For the sake of transparency: I have kept all communication for the past two months. I have not deleted anything. I have screenshots of the conversations, the reference numbers, the dates, and the agent names involved in these interactions. At this point I am simply asking for what any paying customer expects: A stable internet connection that works for normal household usage, and a support process that actually follows through on resolving a reported fault. Two months is more than enough time to identify and fix a connectivity issue. I am posting here in the hope that someone at a higher level will finally take ownership of this problem and properly investigate the underlying cause of the extremely poor upload performance, instead of repeatedly resetting the line and closing the ticket without a real solution.