I get connection issues with my broadband from time to time which doesn't really bother me. Mostly i get one or two instances where I can't connect for a few minutes every few months. Sometimes the modem breaks and they replace it after a few days and other times there is is no connectivity for several hours before whatever caused the issue sorts itself out.
I've been patient in dealing with PCCW staff when it comes to these things even though they are mostly useless at giving any information regarding these situations.
A few months ago for instance, they told me the modem had died when I called after several hours without any internet. The guy on the phone assured me there was no problem with the line or maintenance in the area that would cause a connectivity issue and it would take a few days to arrange a replacement modem. It wasn't after I had made arrangements with a friend to work from his house nearby and was about to leave with all my stuff packed when the connection suddenly started up again. The modem was a new replacement for one that actually failed for real a few months before. It continued to work well after that.
Recently I have had periods where my internet cuts out intermittently several times a day, for a period of 2-10 minutes and sometimes longer, for several days during the week. This first happened about a month ago and PCCW customer service were not able to figure it out during the line check. They said they would send over a technician to check it out but all he did was change the modem (after arriving 60 minutes late) and left.
The issue continued to persist after the modem change but I was too busy to call them back right away and by the time I was able to do so, the situation had improved although it had not completely disappeared.
The guy on the line could not tell me if there was any specific issue in our area that was causing the problem but I was able to speak to a supervisor who left a direct line for me to follow up on. I did call the building management to rule out anything they might be doing that would cause this, so I know it's not them.
Now it's happening again a few times over the last few days and a little over a dozen times that I've counted in the past 24 hours. I called again this morning, it was a different guy and not surprisingly they did not know anything and suggested the exact same thing as before without offering up any real explanation or solution.
Since they can't seem to give a reason for this, I was wondering if anyone else might be able to provide any type of input based on my description of the problem while I consider my options. This is not the first time I've dealt with their BS, and it doesn't even come close the the worst experience I've had with them but it's frustrating to have similar issues over several months without being given a clear answer.