After many years with Qwest/CenturyLink service (13 years land line and almost 5 most recent years DSL) , I am finally calling it quits.
I have an on going saga with CSR for the past 3 weeks and each day is a ~ 90 minutes calls related to internet service issue.
My symptom is:
1. between 3:30 PM - 9:30 PM (sometimes 11PM), my modem shows that it is connected, but there is a gradual degradation in speed beginning at 3.30PM (approx) and eventually dead around 4:30 PM (approx).
2. I've checked the modem (Zyxel Q100) and it shows as connected
My calls with the CSR (literally every day for the past 3 weeks) have been painful to say the least. Each call starts with
1. can you power your modem off/on and do the test.
2. how many computer do you have in the house ?
3. In the of the calls, CSR said modem Zyxel Q100 is not supported by CenturyLink -- you should buy a new one.
4. I humored them and plugged in a crappy ActionTech M1000 . It still didn't work even though there's a DSL connection. They CSR said -- oh your M1000 is way too old and you how how MTBF works . Old modem just dies after prolonged use ( -- my reply was: M1000 sits in the closet as a spare. it has less than 40 hours of usage.) Then the next reply was "oh well, MTBF also applies when it sits and not used).. I am speechless
5. They send a tech out to the DSLAM and switch my port . That wasted 2 days waiting and didn't solve the problem
6. Next call ended in : Oh we are optimizing your line so give us an extra 3 days. We will ensure that this will be resolved
7. Next 3 days gone and symptoms didn't not go away. SO i am back to step 1 above (rinse and repeat).
I emailed talktous@centurylink.com and the reply after 48 hours was
----------------- Excerpt from email -----
Sorry that you've been having a little trouble with the internet service. Tech support would the best department to help with the internet service. I can see if we lower your bill down for the inconvenience.
Brian
----------------- Excerpt from email -----
That is too bad bc I went
- to BestBuy and picked up a cable modem,
- drove a block down to Xfinity store to register my modem ,
- went home and plugged in the modem
- call a 1800 to enable the service
and within 2 hours, I was able to get Cable internet up and running. As much as i hate cable companies but they make it easier to work with when there's a problem. I can walk into a store and talk to someone.
With this incident and experience with CenturyLink, it means they not only loose me as a DSL customer but my home phone line as well since I don't have DSL anymore and no reason to keep the phone .
↧