It would take me an extremely long time to map out every single issue here, but the main problems are as follows:
We have ordered services three times through the company, due to a move and to upgrade to fiber optic when it was available. They have never ONCE provided service on the date they gave us. In fact, in every single instance it has been pushed off two or more times, being a week apart each time. (If we ordered service today, we may finally get service three weeks from now, even though they give you an initial date five business days from the order.)
On top of this, in each instance, they've required a tech come into our home, which is beyond ridiculous- I used Verizon in the past for the same services and they never once had to enter the home. Because a tech has to enter the home, we've had to TAKE TIME OFF WORK for every single install date. That would be a nuisance, but fine, if they came on the date specified.
The biggest issue is, they DO NOT EVER let us know they service date has been pushed off. We call at the end of these dates, and have specifically requested they call us if something is going to be changed, and NOT ONCE have we gotten notice. It's just a call, waiting, then, "Yeah, they pushed the date to five to seven business days from now, we have nothing specific."
The customer service people have actually been the largest deterrent to Fairpoint. The first time we ever had an issue with the install date being changed, the lady blatantly lied and said that was never the date, even though we had a confirmation and had called ahead to confirm the initial date.
Another time, when they once again missed the install and never called, my husband talked on speaker phone to a supervisor, Laurie, who was down right hostile and refused to let him talk to anyone else, because she was the only supervisor and somehow "couldn't" transfer to someone else. She repeatedly said she was the only one we could talk to, had no superiors (she must have hired herself!) and refused to give an employee id, her specific location, or any identifying information whatsoever. When my husband asked if he could at least know what state she was in, so that we had something to go (on our own) to for help, and he asked if we were calling NH, since we live here, she blatantly said, "no." When we looked up more information on the phone number listed that we were calling, it was indeed the Portsmouth NH office. She said there was "nothing" she could do.
We finally just cancelled our request for fiber optic, as our service dates have been pushed back repeatedly with no notice. The girl we talked to today, Nicole, said we would receive an early termination fee because our service that we currently have was finally installed. She was also quite defensive.
We have talked to someone at Corporate located in Concord who has been incredibly helpful and understanding. It is too bad that she cannot make the company work correctly, or get customer service to give courtesy calls when they "have" to back up service install dates. It still boggles my mind that someone doesn't say something, EVER.
It is the worst example of customer service I have ever, ever seen. It is beyond me how people can be trained this way. They also can't deliver their services as promised. Save yourself a headache and avoid them, even if it means no internet.