I was one of the earliest fiber customers in my area, at least according to the original installer. I had 40/20 service that ran flawlessly until 9/11/17. The internet service suddenly stopped working in the afternoon. I called support and they said they saw the problem and would call back shortly to make sure it was fixed. 5 hours later no one had called and I went to bed. I called back Tuesday and was told it was working. It was not. After talking to multiple people at CenturyLink they decided that one of there systems had erroneously generated a disconnect order which had not fully completely processed leaving inconsistent status. They say the only way to fix it is to issue another disconnect order and a new service order. This new order is required to include a new "modem" (router) as the old one is not adequate. It also requires a technician to do a professional install. I try in vain to explain I don't need a technician just turn the service back on. She says she can't process the order without the "modem" and the installer. I give up and say fine. Then she tells me the soonest thee can come out is today. We agree on a window between noon and six pm. I work nights. I got up this morning and sat by my front door from 11am until about 3 when I checked my email using my phone (difficult with my vision problems). I see an email sent at 10:21am from CenturyLink saying they couldn't complete my order because no adult was home and that the tech left a tag on the door to explain. This sent before the appointment Windows and there was no tag. I called back and was told eventually that the tech was never dispatched due to an internal system problem. They say the next available date is 9/21/2017. Now anybody who has this service knows that their is nothing that actually needs to be done on the customer premises with an existing fiber install. There is no junction box, the fiber is connected to the ONT, the router is plugged into lan port 4. The part that is screwed up is at the central office. I have talked till I'm hoarse for hours and no one at CenturyLink seems to have a clue or care. The last representative actually hung up on me. Tomorrow I am calling the state utility commission.
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