CenturyLink

For 20 minutes one of the rep was bellyaching about how that isn't what the ticket said (well sure that's our problem) but then finally looked at the order and it was just as stated. Two business orders for standalone internet. No apology for the inconvenience or their mistake, or blaming us for their error. Plus it never got resolved. They couldn't arrange for a work order to go to the technician who was here and pushed it out another two days for the second line. The first business line that had been overridden sure enough wasn't configured right to work with our company's standards and vpn so he configured it and then left.. (This started Friday, second appt was Monday.) Oh and did I mention we had to explain about 10 times that we needed both lines cuz they kept trying to turn the one working line off?

Okay so now my faith in the company is destroyed and I call to make sure they aren't planning to still charge us for the residential line that was overridden. But of course they were. Customer service rep treated me like an idiot. They said they had to turn it off the next day. Since we only had the one modem I've no idea where this phantom line was feeding. So all day Tuesday I'm working and half expecting someone to turn it off. Luckily they didn't which is a bit shocking considering..

So Wednesday is here and we're supposed to have someone fix my husband's line so he can work. No one showed up all day or knocked on the door or anything ... just like the first Friday. This is by far the worst internet experience of our life and I've been telecommuting for over a decade. I cannot believe the horrible experiences we've had over and over with this company. How hard is it to put a comment on an address saying we need two distinct business lines and one friggin' residential?

Finally, frustrated I asked if they could honor the price and just make a new account. They did, and the calls are still mounting. They tried to get me with the install fee. Now they are trying to charge an extra $15 a month. They say it's the difference of a router fee, the same router I had before. That's a $145 annual mark up. So, now I shop for internet service. When the service did run, it was great. But the company's ability to access accounts, problem solve, and live up to commitments is the worst I've every encountered. Getting transferred out of country, by comparison, is an enjoyable experience.

So after 3 hours on the phone and 10 nit wits later, they said they couldn’t fix it until the next morning. So like a moron I call back the next morning and spend 58 minutes on the phone and 2 robots later I am told it’s fixed. I get home from work and still no internet. So lucky me I have India on speed dial now, after 2 1/2 hours and 3 more robots they still can’t get my internet back on. But wait they are here to help and care so much about the customers and want to fix the screw up they caused, so they will send a tech out next week. Oh boy can’t wait to see the tech face to face. STAY AWAY!!!! DO NOT USE THIS SO CALLED COMPANY!

At about 1:30 today my internet dropped. Coincidentally, a tech happened to be next door burying fiber for my neighbor. Knowing that my neighbor has Spectrum, I asked the tech who he was working for, he said CL. "Oh, ok are you here to finally bury my fiber," I asked. He said no, for the neighbor. I said, "He has Spectrum, yes but he is getting CL." "Hmm, ok." "Well, my internet just dropped, did you do something?" Nope. He checked the line, perfect signal no problems. Ok... the dreaded call to Customer Service. Unfortunately, I have had the unpleasant experience of speaking with them in the past. Of course, they want to run through their script of troubleshooting. Which seems especially cumbersome with CL. Finally, 45 minutes into the call, CS discovers that my ‘order’ has been cancelled. 45 minutes later, the best they can do is schedule an install for three days from now.

Just to recap, the service has been installed AND working for over two months. The fiber is installed and powered up. The equipment is installed and working. The service was working until 1:30 PM today. BUT because they canceled the ‘order’, they created a new order for a complete new install for three days from today. I explained that was unacceptable, asked to speak with a supervisor and placed on hold again... Finally after 20 mins, I was transferred to Customer Care. What’s the difference, you might be wondering. Customer Service = overseas; Customer Care = US. Customer Care is much more helpful, nonetheless could not help me. They stated that the dispatch department are the only ones who could override the install date. CC did explain the situation to them and they stuck to their 3 day date. Which is completely unacceptable.

CL made the mistake by canceling my service and their remedy is to do a new install three days later. When all of the equipment and wiring are already installed. Unbelievable. Their customer service is absolutely abysmal. It is actually worse than Spectrum and that is saying something. Fiber is obviously better than cable, which is their saving grace. And there are no other options for fiber in our area. Again, this review is of their Customer Service, or lack thereof, not the actual service. Their CS makes the DMV look like Nordstrom. Jeff Storey needs to make fixing their Customer Service a primary strategic objective in the next 12 months.

When we contacted CenturyLink we were told the tech had shown up on Sunday, while we were closed, and had repaired some wires. The problem was not fixed, and would have been apparent if the tech had shown up during business hours which we had given them. Now, we're waiting again. We were told the tech would be here around 1pm Tuesday (the day after the original date they were supposed to be here), now it's been pushed back to sometime on Wednesday. That's a full week of phone problems and no resolution.