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We've had similar experiences with Liberty Cable at our house in Guaynabo, PR. On one occasion, Liberty took almost 13 days to temporarily fix a downed cable line that later fell after about a week.

During that 13 day period, my wife and I called every day (sometimes on hold for over 1.5 hours) to try to get them to fix our internet/cable. First they said it was being worked on. Then they said someone is on the way. Then they said the problem was not a cable line and that the problem was with our house (even though we told them there was a downed cable line in the neighborhood). Liberty even went as far as to say that we were the only customer having trouble when in fact we knew of at least 3 other neighbors having trouble. When someone finally came to our house, they confirmed that it was not our house, but someone else would have to come to verify where the problem was in the neighborhood. Everyday my wife and I called, and everyday we had a different answer. One time someone even said it was a server problem that would be fixed shortly. Another time they told us that it was our house again, and they sent someone to test the lines in the house again. When the downed line was finally fixed (after 13 days), they put up a temporary line that fell down in a week. After about 1 - 2 days they fixed the temporary line. After about 1 week, they finally installed a permanent line.

Since then (which has only been about 1 month), we have had 2 other outages that have lasted between 1 - 3 days. Today our latest problem is that our internet is going off and on, and our upload speed is at .05 mbps. After 45 minutes on the phone with customer support, they said they will monitor the situation and call back in 2 hours. I highly doubt we will be receiving a call back, and I imagine it will take another two weeks to finally fix the problem.

Wish we had a better ISP option in our neighborhood, but for now, it seems we are stuck with Liberty.

Reason of review: Poor customer service.

Preferred solution: Hire a better and more knowledgeable customer support team that does not lie and that is accountable for their actions..

Liberty Cable Cons: Horrible service.

Location: San Juan, San Juan Municipio

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