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Customer Service

Latest Headlines

Latest Headlines

Frontier lost 40K potential customers during botched Verizon cutover, McCarthy says

Frontier Communications lost a large set of potential customers-- 40,000 to be exact-- during its problematic switchover of Verizon's wireline assets to its own systems in three states. The newly signed-up subscribers decided to look elsewhere for service after their orders could not be fulfilled by the promised service activation date.

Verizon customers' perception of FiOS, wireless drops as worker strike rages on

As Verizon's wireline workers represented by the Communications Workers of America and International Brotherhood of Electrical Workers continue with their labor strike, consumers' view of FiOS and Verizon Wireless have plummeted.

TDS adds mobile device support option to remote PC support service

TDS has added a mobile device support option to its Remote PC Support service, a move that reflects its customers' use of mobile devices to interact with their service provider.

CenturyLink opens third cloud and managed services development center in St. Louis

CenturyLink has opened a new development center in St. Louis, a facility where it will locate teams focused on automating and developing managed services for business customers.

Rogers begins offering 1 Gbps service, but users say availability is spotty

Rogers Communications has begun to fulfill its promise to offer 1 Gbps broadband service in parts of Toronto, but customers sounding off in DSL Reports ' forum say that availability remains "spotty."

CenturyLink warned by Oregon regulators to improve customer response time

Regulators in Portland, Ore., warned telco CenturyLink that it needs to improve its customer service or it could face financial penalties or ultimately lose its franchise deal with the city.

AT&T's Stephenson: We 'blew it' by responding to customer's suggestion with letter from lawyer

AT&T CEO Randall Stephenson admitted that the company "blew it" by responding to a lifelong customer who suggested changes to Stephenson on AT&T's wireless and broadband services by sending him a letter from one of its top lawyers.

Alcatel-Lucent says smartphone users prefer self-service apps to operator helpdesks

Alcatel-Lucent revealed that smartphone users in four key global markets increasingly would prefer to access operators' customer service functions via a mobile application than a call centre.

Consolidated's Udell: 'we win back' Google Fiber customers with high-touch service

Consolidated Communications is aware that Google Fiber is a formidable broadband service provider, including the markets where it also offers 1 Gbps broadband, but the century-old telco says that what differentiates them from their new competitor is customer service.

AT&T's de la Vega: We are ahead of the competition in many areas

ATLANTA-- AT&T Mobility's Ralph de la Vega says he isn't sweating the competition too much. De la Vega, CEO of AT&T's Mobile & Business Solutions Group, said the carrier takes what its competitors do seriously, including aggressive moves by T-Mobile US and Sprint, but is comfortable with its place in the industry and is confident it is ahead of other carriers on connected cars, homes and the Internet of Things.