Submitted by: Anonymous | Post a complaint | Back to Complaints Forum
I signed up for Centurylink Phone and internet service when my company migrated all office workers to WAH positions. I was advised that if I added home phone service, for around $10/month more, I would receive a $200 Visa gift card, I eventually did receive my giftcard but not till almost 3 months after my service was connected. Experienced a few outages here and there, mostly during bad weather, so I figured that’s typical of severe weather. Then on Friday June 28– my internet service crashed, around 4pm. Again, keep in mind I WORK FROM HOME, it is ABSOLUTELY imperative that I not be without internet for any extended period of time. I called their tech support department. I reported the outage, they messed around with remotely restarting my router for around 45 mns-1 hour. Then their rep advised me that my bill was not paid (was due on the 26th and I had already made an agreement to pay it on the 1st of July. So, I called the billing department, and was advised by some person who seemed very distracted that yes, my service had been disconnected for non payment (I found out later that this was incorrect and that it was NOT disconnected as I had a payment arrangement) He took my payment over the phone and said my service would be reconnected within an hour. 2 hours later, and NOTHING. I called back, their billing dep was already closed for the weekend. Called the tech support to advise that the service order to reconnect my internet was not fulfilled. Was then told NO SUCH SERVICE ORDER EXISTED to either disconnect it for billing, nor was there one to reconnect it, and confirmed that billing was absolutely NOT the issue. They ran yet another test on my line. Was advised that I needed a new modem– 3 shipping days!!! (reminder I work from home) Advised that I work weekends and cannot be without internet service for that long. I need a tech, as my modem was working fine earlier that day. Was blatantely told NO we will not send a tech, we need to try a new modem first. I was livid. Advised again tht I work from home and it is UNACCEPTABE to be out of work for 4 days while they get a modem to me and then to wait for a tech. Was again told NO you have no choice here. My boss was not happy and I was on the verge of losing my job. I was out of inernet service from Friday afternoon June 28, to Wed afternoon July 3rd. . On Tuesday when I received my new modem, I plugged it in and called Tech support AGAIN to configure it from home so I could finally get back to work.They then advised me IT WAS NOT A MODEM PROBLEM!!! it was an outside line problem and GUESS WHAT?? I needed a tech. But don’t worry, they could get one scheduled within ANOTHER 5 BUSINESS DAYS!! I am really surprised my head did not just explode right off my body. I stated very empanticallly and clearly that this was completely unacceptatble and that I would lose my job if I had to wait another 5 days for service, and that I needed my issue escalated immediately. The rep I spoke to Tuesday evening, then advised me that she scheduled it right away and a tech would be at my door right away Wed morning between 8 and 830 am. Now it was Wed morning at 930 and I called them yet again to advise I had not heard from the tech. Was told SHE NEVER PUT THAT WORK ORDER IN EITHER and I was still scheduled for NEXT WEEK!! I very strongly advised that I was advised a tech service. The supervisor saw that and didn’t apologize, but was a little rude and said a tech would be there by noon that day, and they would call me to advise they were coming. I did not leave my house all day. At all. Not even to check mail. No tech called or showed up. I called them back, at 130… turns out, they didn’t even have to come to my home!! The line at their substation just needed to be reset. WHICH THEY COULD HAVE DONE ON MONDAY MORNING!!! And not had me sent another modem at all!!! I recieved no call or text saying that the work was done, or anything. Nothing. If I hadn’t called them back I would still not be connected. Just for fun, I plugged my old modem in, and it is just fine. There is no problem with it. I never needed the new one, JUST LIKE I SAID!! I missed so many days of work because of them just not listening and taking me seriously… I work from 1030am-9pm on Friday, Saturday, Monday and Tuesdays. I missed a total of 35 hours of work on those days, as well as my 8 hours of holiday pay for the 4th of July. That is a total of 43 hours that CenturyLink cost me. At my current wage, that is $505.25!! I called their billing and financial services office REPEATEDLY as this is LUDICRIS that I missed that many hours– I felt that CenturyLink should be compensating my wages lost for their GROSS mishandling of what should have been a simple fix. I understand maybe having to miss Saturday and waiting till Monday morning. I could have worked Wednesday to compensate for 1 day lost. But this was absolutely uncalled-for. AGAIN spent literally HOURS on the phone with their Billing and Financial services department and was told that all they could do was give me a PROATED credit to my future bill of $14 for the days that I was without internet. They refuse to do anything else. I am speaking to an attorney who will be helping me sue them. I have now cancelled my services, and set up installation with their competition. Oh, and the brand new modem they sent me? Did NOT have the phone jack on it to utilize my house phone. They told me that the tech that never showed up to my home, would have a splitter that they use to hook that up. So now I can’t use my house phone at all till I get a splitter and install it.
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