Waiting for Liberty: A customer's plea for service

A loyal Liberty customer is voicing significant frustration over ongoing technical problems with their digital television service. For over a week, the customer has been trying to resolve a fault with their TV box, encountering a series of unfulfilled promises and what they describe as constant excuses from the company.

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I have been calling Liberty for a week due to a fault in the digital television box. They told me the case was escalated to advanced support; I have called five times and they have offered me five visits, which I am still waiting for.

Despite escalating the issue to advanced support and being offered multiple service visits, none have materialized. The customer reports being given various reasons for the delays, including improperly escalated tickets, calls made outside of support hours, and even claims of WhatsApp contact that never occurred. This lack of resolution has led to a week without proper service.

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Every time I call, they start the process and give me excuses why they don't come; for example, tickets that were poorly escalated, that I called outside of advanced support hours, that they contacted me via WhatsApp (and I don't have any message).

The customer, who has been with Liberty for many years, characterizes the technical support experience as a "nightmare." They highlight the irony of the situation, noting that while the service is failing, the monthly bill is expected to arrive punctually and without any reduction for the periods of non-service. This situation underscores a deep dissatisfaction with the company's customer service responsiveness.

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I have been a client of theirs for many years, but the technical support has always been a nightmare. What I can be sure of is that the bill will arrive on time and without deductions for lack of service.