I get nothing but runabouts from them. CenturyLink operates in ways that make them look like they don't know their head from a hole on the ground. Could it be a tactic hoping to get people to stop resisting?
We've had them for over 10 years without many serious issues. Our first service was 640/272 CAP from USWest. Despite being the slowest broadband option, we chose to keep them as it has been extremely reliable and holding close to expected speed and outages infrequent and short. All together it was just minutes per year. The speed has stagnated at 7M/0.8M for a decade.
Tired of crappy service, always getting the "we do see that you're renting a modem" insinuating that an Actiontec I rented for a few months 7 years ago that they supposedly didn't get and the order of troubleshooting that is focused around something that costs me money rather than resolve the problem.
After 10+ yrs of reliable service, I suddenly started seeing unacceptable levels of dropped service. Nothing goes for ever and it was bound to happen. My gripe is how they handle things such as presumption of customer side fault with recommendations of corrective actions that would likely mean having to pay to make sure the service you're paying for works. I search the web and read. I'm one of the many getting marginalized by them like this and they've got everything backwards.
Call 1
I contact CL requesting repair. First I ever had a problem requiring repair request.
I am using a modem that's appropriate for the fastest service that they have available here. Not by choice. It's because CenturyLink fails to offer a fast enough service that trumps the modem.
The rep says my modem is obsolete and probably causing the issues. He says he'll send me a new one, because "I see that you're renting this from us..." No. The bitter sweet memory of that ghost Actiontec. Good modem. I returned the rental after a few months into gouging and I bought the identical model from someone who quit service. That was like 7 years ago! I asked them to remove any reference to rental every time they bring it up and they refuse. I STILL hear " I see you're renting the modem from us" when I talk to tech support and I know better accepting it would trigger a rental charge. This has got to be a bait to try to start the rental cycle again. A modem outage is very inconvenient and a spare modem is like $15-30, so I keep a spare that's approved for my service.
It's all too predictable that they're not going to let me get to the next step without trying to pitch a new rental/purchase.
So they sent a tech over. He took a quick reading on street equipment and noticed problem readings, but his readings were fine at the DEMARC. He blames the modem.
Chat 2:
They didn't disagree that its not likely that two modems that have worked faithfully would fall over at the same. He said he'll note I'm not interested inside work. Tech gets sent again A snap shot reading. "dB margins look fine" and he insists on coming in and checking out wiring. I've read posts where people still got charged and required many costly phone calls to resolve(costly...in wasting time).
Got yet another modem from someone who ditched CenturyLink, but I checked the jack and plugged the house behind the modem. Of course its the same problems.
Third chat was strange. Some reps offer location from the beginning.
"Hello, you have reached CL Internet Support, my name is _____ in (THE UNITED STATES OF AMERICA), will you please verify the billing address and service address?"
The opening message canned banner didn't have the location. She didn't understand what I said and was in the scripted broken record mode. I asked where the call center is and I got told she's not at liberty to tell me. Same company, same department, different policies. haha.
Chat 4:
only after three modems and temporary wiring isolation later, rep informs me he seems some problems in telco equipment via remote diagnostics and just as I suspected there's no issues with my modem and doubtful any issues with wiring.
Appointment 3 upcoming. . . .
I got on the phone and talk to a guy at a US center who seems to know what he's doing and insisted to make this appointment something to do something that can not be remotely monitored and actuated. Connection still recycles but funny how the all night outage just disappeared that was supposedly due to my "obsolete modem" and "faulty interior wiring".
Speaking to this guy, it is clear that CL can see everything in the management console of everyone's modem. Just remote logging data on telco gear and client gear can narrow down a lot of things.
Just yesterday, there was a promo for 12 months of 7Mbps for $30 and the option to use existing modem. That's been striped it seems like. It's only for new customer now with mandatory $100 modem/$10/mo rental.
CL is doing good in getting on level with Comcast's infamous customer service.
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