[update] Well, that’s interesting. A VP at Speakeasy was trawling through the ticket database and found my string of unanswered replies on this issue, and he sounded more than a little embarrassed. The word unacceptable was used and many apologies were proffered. And a month of free service will be credited as well. it’s things like that — a 3 minute phone call and month’s credit — that can keep a customer. Do I really want to shop for a new provider? No.
So I get a cryptic voice message from Speakeasy (Jan 22nd) where the caller wants me to call him back about a security issue and reads back the phone number once too quickly for me to make a note of it without listening to the message three times.
Come to find out Speakeasy’s network support group have opened a ticket, noting an insecure/vulnerable password on an email account we never use (well, they send their invoices to it, but that’s it) on Jan 16 (six days prior). No email to the other address on the account and no other notification on that day.
So I spend quite a while on hold trying to get through, find myself able to exchange updates to the ticket(s). I opened one asking for more information, they responded by filing my questions on their original ticket which was the first I heard of it. And I eventually left them a note asking for someone there to call me, as I was not experiencing any hold times at all, unlike them.
The result? Crickets. Nothing. Nada. The vulnerable account password has been cleared and I can’t update it, so we’re frozen out of the one email address they use to contact us. And the two tickets are still open.
Color me underwhelmed. Might be time to look for a good competitive broadband service option. Lemme see, I’ve used Qwest, Comcast, now Speakeasy, who’s left?