Originally Posted by -Zatoichi-
What has the problem been? Slow response times from stars? Anybody else down there having similar issues with stars? Was it quick and easy getting reinstated for anyone down there?
I didn't want to get too dramatic saying the problem but it has been something like this:
I moved in the first day with everything set up - bank account, utility bill etc. I immediately gave stars everything including our landline and logged into stars from my computer. From the start they have taken a huge length of time between everything I've done... its all been ridiculously slow (and in the past I've felt nothing but great things from their support).
Early on they tell me that our landline and internet are from San Diego at which point I learn that we have a Vonage something (I'm not savvy with the internets). So they then say everything will be OK if I take a phone call and log into stars from a mexican IP address nearby. I let them know that if I need to switch my internet at any point to please let me know but that my service has been paid 6 months in advance. I go ahead and take the call at my rental agency by giving them a window of time to call me. They didn't call me despite it being perfectly clear through a call volley of 2 e-mails on each side so I had to urgent e-mail them, again, after waiting nearly 2 awkward hours in some old dudes office so I could get thru everything on the phone with the guy and it all checked out.
Then they recant their former statement and say they want more proof that I was living in Rosarito. So I e-mailed them roughly 25 pictures over a period of time giving virtually undeniable proof that I was in fact living here (because I am) and showing our phone situation. I also, rather than taking a screenshot, took a picture with my camera showing my receipts and computer on whatsmyipaddress.com showing that my computer is broadcasting a sandiego IP while having a geolocation at Rosarito. Additionally I had well known references from the poker community both e-mail in and I had other names that I offered that could e-mail in at their discretion.
After the phone call-ish my case was escalated to the 'case manager' and that's when things got so f**king slow and miserable that it got mad depressing. It was 3 days on average between e-mails for them and 30 minutes between e-mails for me because I constantly refreshed my e-mail in hopes of getting approved or continued contact with them.
After their incredibly slow support they deny my request and say that I need to change my IP address. This is when I felt like complaining on a thread to 2p2 because it was absolutely ridiculous. They knew from the start my IP was American and could have told me their policy but instead had me do this run around (which I believe I passed with flying colors, I don't see how it couldn't have been) with their incredibly slow support before denying me anyway for a reason they knew about on day #2.
----Fast forward to now
So far I have walked down with my roommate to the internet company to work something out and they said they are in the process of switching all their servers to a Mexican IP address anyway and it will be completed by 9/10. I'm going to double verify this by walking down there again today.
I asked stars to please align everything so that when it changes over on 9/10 that we can have a smooth and speedy process and they said 'no'. I can say that everything has been incredibly distasteful on their part so far, but that's just my opinion after moving out here and spending thousands in the process and them being completely aloof to all the efforts I've made so far.
Comments, questions, me being unreasonable statements all welcome.