Every good ISP needs a call center. Technical support is required with every form of internet provision. Unfortunately, CDE does not offer such support on weekends. When I called the customer service line, the nervous young lady on the other end kindly explained that she didn’t know what the problem was, but she used her walkie talkie and politely offered to set up an appointment for the following Monday.

Since there isn’t a proper technical support channel, and the customer service representative available is untrained and therefore unable to walk me through basic troubleshooting steps, it makes CDE very unappealing to a customer willing to trade ease-of-use for power. By power, I mean the insanely fast connection I’m getting.

If you’re looking for an easy-to-troubleshoot service… you might want to think twice about CDE. Also take care to consider that “lightband” is a form of fiber-optic. Meaning it “should” be the most reliable and easy-to-use connection available. Unfortunately unscheduled maintenance, uninformed customers, unprepared staff, and untrained support representatives are proving detrimental to the good of the company, and may prove a deterrent for future CDE customers.

Come on guys, you can do better.

Here’s a few things you can fix:

• Get a call center set up
• Train a weekend crew on basic connection troubleshooting
• Set up group-training sessions with staff
  • Confidence
  • Leadership
  • Initiative
• Notify customers of upcoming maintenance (Channel Guide Notifications)

Just a suggestion.